I ordered a toto drake from them and it went so smoothly that I ordered 2 more toilets within a week or so. As soon as I slid my 3rd toilet in from the porch and turned the box over it was quite obvious that the toilet was in a lot of pieces. This was supposed to be a 1 piece toilet. I contacted them that night via email and sent in pictures the next day. They had a new toilet on the way within a day or 2. They toilet came as 1 piece. Now I have all toto toilets in my house and I was very satisfied with the ease of ordering, quick delivery and customer service. I will be posting this to Google also.