Hi National Mattress, The reason for my low rating is due to two factors. 1. There was delay due to a damaged mattress for me to receive the mattress I would be sleeping on that night since I had already moved apartments. I was notified in the morning around 10:00 a.m. which was appreciated despite the disappointing news. 2. The discounts offered by email would not take the VIP code when I filled out my order. I am still waiting to receive the discount. I have been told by email that my request for the box springs discount has been forwarded to the refund department. If not for these two issues, I would have rated the experience five stars, which this process was is not. I may have rated it this experience one star, if it wasn't for certain employees that you have that made sincere efforts to bring me the services and products due to me as a customer looking for a good sleep. The quality of the mattress is good. Cheers, Josh