The service received from Drift Sleep was excellent, throughout. Before purchasing, I communicated with Emma from customer services, who was friendly and very helpful in helping to arrange delivery for a specific day. The purchasing process was also straightforward and stress-free. The only downside of the whole experience was the delivery by UPS, who delivered to the wrong address twice. I had to chase this up on both occasions, and it meant that a lot of the hassle and stress was added back into the mattress-buying experience. It also meant that the delivery was a day late, which was a pain in the backside as we had specifically arranged that delivery would be on certain date. I realise that this is an issue with UPS rather than Drift, but it is still part of the process that warrants reporting. As for the mattress itself, it arrives very well packaged in a nice canvas bag, and although it is very heavy (40kg for a king size) it is much easier to transport in this format than in 'full mattress' mode! A tool is included for the easy removal of the plastic packaging, and this worked excellently when the mattress was in location. We gave the mattress 24 hours to fully plump up, and we've been using it for a couple of weeks now. I find it to be extremely comfy - fairly firm, but with enough give to remain comfy in any sleeping position. I'm a side sleeper, so I was a bit concerned that it might be a bit firm, but I've been sleeping soundly since day 1. My wife also often gets a numb arm if she sleeps on a firm mattress, but she hasn't had any problems so far. All in all, it seems like an excellent, comfortable, quality mattress, and the ordering process is straightforward and efficient, with excellent customer support. Unfortunately Drift were let down by UPS with the delivery on this occasion, but I would hope that this isn't usually the case.