They were excellent throughout the buying process. The website was clear and easy to negotiate, and the day after we had ordered online we received a telephone call from a very courteous gentleman to confirm the order. We had plenty of notice of delivery and a three-hour delivery slot. The delivery guys rang us half an hour before arrival, brought the sofa bed in, set it up and demonstrated how it operated. We have since used it very successfully, so all round an unusually good buying experience. I would certainly recommend Willow and Hall to anyone looking to buy a sturdy sofa bed.