The on-line ordering process was simple and easy to complete, including a host of different options for both mattress and bed. You even get to chose which day to have the items delivered, which suited me perfectly. Once the order was placed, there's a steady stream of e-mails confirming and then later informing you of the progress - I even got one saying the bed was beig painted and then going through quality control. Really felt like the company wanted to inform you as much as possible - including confirmation of despatch and all the tracking details we've come to expect from on-line orders these days. The couriers were efficient and fast - one minor niggle was having paid extra for a by 12 noon delivery, they actually arrived 30 mins late, and the T&Cs say they won't guarantee any time slot. But otherwise all good. The bed and matress came well packaged - indeed, the matress was triple-bagged to protect it, and therefore pristine once unwrapped. Assembling the bed was relatively easy: I would say that the instructions could be slightly clearer - there's a lot of white space on the pages so the 'close up' bubbles showing 'detail' could be even better. But what I thought was great was, even though there were only 2 screw sizes, the instuctions had a exact sized template that you could hold a screw against to know you were using the right one. Brilliant. Lots of pre-cut holes making locating screws easy - but you definitely need an electric screwdriver to complete the job (or at least I did). Also, the company provides a several more screws than you need - this is always a sign of a customer-focused, service-oriented company in my view. The assembled bed looks great, and having bought a mattress without trying it, I'm delighted with how comfortable it is. All round, an excellent experience - quality of service and of product is superb, at what I consider to be a very reasonalble cost.