I placed an online request for pick up with a time between 4 - 8 pm. I received a call the evening before before the pick up changing the time to between 2:30 and 6:30 pm. This required me to cancel appoints at my cost that were pre-scheduled. which is why I requested the 4-8 time slot. The following morning, day of pick up, I received a call for a 1:30 pm pick up. This was very upsetting as I was not going to be home by 1:30 pm from an early morning appointment that I could not change. The driver service that actually did the pick up understood and very accommodating. I said I would do my best to be back by 1:30 but I might be a bit after that. We stayed in touch by phone and arrived about the same time to my apartment. So the mattress was pick up. Because of the guys that worked with me on the pick I have given the service a 4 star rating. Over wise I would not have. In my opinion if you have time slots for people to choose from then stand by them or change your web site to reflect what actually happens. Thank you, Carin Snodgrass