My interaction with the people behind the franchise was limited so I will not pass comment. I bought my piano through the web so my minimum expectation would be that it would be delivered to my home as detailed on the site, the next working day. Unfortunately, I received 3 of the 4 parts of the piano in the time advised. The forth, the main part of the piano, arrived late thus spoiling the surprise gift for my wife. As a service provider, Rimmers failed their stated minimum service requirement hence the low score. The piano speaks for itself. Roland LX706. Well made. Sounds great.