Customer service was great with communication and resolution when there was a shipping issue with the original order. The replacement item packaging, however, was damaged significantly and I think the box material should be thicker. That being said, the item arrived without anything other than superficial paint damage. The paint job on the frame could have been a little better: a few spots were not covered completely and some spots were rough. Assembly instructions were sparse, but usable enough. There were no spare assembly hardware parts, and I think an additional washer per bolt could have been useful. The design and the build quality are very good and the item works very well for my intended purpose.