The first headboard we received arrived broken.  Like, completely unusable kind of broken.  There were wood pieces sticking out and ripped fabric. I have no idea what happened to it or what could have caused it to be in that condition, but it was awful.  We called into customer service and they were amazing!  They sent us out a replacement right away - like within 2 days we had a NEW headboard!  They're quick response was unheard of!  The second headboard arrived in nothing but perfect condition and we absolutely love it!  There's not a flaw to be had in the second headboard.  Kudos to your customer service!  I now recommend you guys all the time!