so far been very happy with the crib mattress cover,the embroidering is top notch, its durable and he hasnt torn it yet, others lasted a few days before he tore them.... as far as the customer service, i was ran around at a local store (not big box) and finding a bed for large dogs is hard...simply loaded up mollymutt.com hit the chat feature and within mins i had someone there answering my questions with real answer instead of the typical i only know whats on the box answers.....i will be a mollymutt customer for a long time if they keep up the high standards....o and he loves the bed too.