I ordered a mattress on Monday August 21st, which showed online as being in stock so I was expecting it to be delivered within the Free 1 - 3 day delivery time frame as advertised on your website. It should have arrived today. So you can imagine my dismay when I initiated a chat on your site, to find out that my mattress was not scheduled for delivery because they did not have it in stock in Toronto. They only had one mattress in Barrie and that driver was on vacation! Your customer service rep on the chat "Noel" said that because the driver was on vacation, there was no way I could get the mattress delivered on time and he did not know when it could be delivered! No one called me to inform me that my mattress would not be delivered today - this is unacceptable. I had already hired someone to remove some things along with my old mattress. Had I not followed up - I would have been stuck without a mattress! I have very bad back issues and am recovering from hip surgery - I can't sleep without a mattress! After 40 minutes on the chat with Noel - I came up with the solution. I said that I would wait for the new mattress (and not cancel my order) as long as he changed my delivery from in-house to in-house and removal. He said that he would put a note on the file to indicate the change at no extra cost to me. At the end of the chat, I still had no idea when my mattress was being delivered so I fired off an email to support and copied Rafal Kieliszek. Within an hour I received a phone call from the store with a delivery date of a week later. This was very poor customer service. P.s. The delivery guy had not received a note that my old mattress needed to be removed. Thank goodness he did it for me anyway.