The people who actually picked up our mattress were efficient, though arrived 2 hours ahead of schedule. I attempted to pay them extra to have a door that had just been removed also taken, and while they were willing, they could not obtain clearance from their phone contacts. The phone people were nice, but there was a great deal of confusion and at least 10 emails re the same subject of confirmation, I guess because the company is in the midst of some changes. I also wanted confirmation that the mattress was headed to recycling, and that was not provided because they said they are nationwide, and every state is different.