Excellent: value, fast shipping, product quality. Poor: assembly directions are confusing, and contain many errors. While 3 tools for assembly are included, we also needed a ratchet wrench, and rubber mallet. Poor: customer service. I think I spoke with 4 or 5 different individuals, none were able to provide answers to my multiple questions. My first call was at 11 am on Friday, as I began assembling and hit my first issue. I called back three other times, and still haven’t received the call back from the product specialist. It is now Sunday morning. Conclusion: You need to write your assembly directions to include: -a diagram of each part on the parts listing, including better descriptors such as bolt length, etc -better verbal and visual directions of where to place each washer, bolt and equipment piece -Proofread the directions, and correct the error referring to spring washers when a flat washer is actually used. -Hire more people with experience assembling the products who could actually respond to customer inquiries.