Service was good but product not! We bought it for use by grandchildren (aged only 3) and they slept in it for the first time this past weekend. After the lower trundle was pulled out for the occasion and pushed back yesterday, it is showing a decided buckle. Also the knobs/handles aren't up to pulling out the lower bed, which is difficult to do. I'm away from home for a while a meant to forward a photo but didn't have time yesterday, after grandchildren (& family) left. I'll look at it again when home, but please forward my concerns/reservations to the manufacturer.