Joe, the representative who returned my call after I requested, was incredibly composed, knowledgeable, and made the entire process seem effortless. I already had the product in my shopping cart and just had a simple question. He then informed me that the couch I wanted could be upgraded to a memory foam mattress at a discounted price. When I expressed concern about the Guardian protection plan's negative reviews, he promptly switched it to the original factory protection with a full cash back if no issues arose after a 5-year term. He took control of my existing shopping cart, and it was all sorted. He was well-informed about the delivery process to my building, and from that point on, everything was smooth.