The order process went smoothly and it was delivered promptly. There was a slight glitch in the order. I did not receive some of the parts and one part was made incorrectly. When I made them aware by email, I received a phone call within an hour. I was promised the missing parts and either a replacement of the incorrect part or a discount of 20% off my entire order. I was very pleased with this prompt response. My replacement parts will arrive in two days and I can finish assembling the bed. The instructions were not the easiest to follow since I believe they cover multiple versions of the product. I think one piece on the instructions was not in our bed but when we figured out where the pieces went, it went together pretty well. I would order again from this company just because of the customer service.