Wayne was very nice. He came in a pickup truck. He brought another man with him. They had a hard time getting the mattress out of the house, as it is extremely heavy. They slid it across the floor through the house and then down the front stairs. There is an electric lift on the truck. When loading the mattress, it got caught in the lift and ripped the back part of the mattress. I don`t know what happens to the mattresses after they get picked up, but it was disheartening to see something we took exceptional care for and so expensive, now dirty and ripped. I feel bad because it was such a good mattress, it was just too firm for our preference. The guys were friendly, the one smelled like cigarette smoke.