I was impressed with the online chat function as I was able to have my question answered immediately. I was also impressed that each item came within its own protective bag, as during transit the box had aquired a hole; the bags prevented soiling and damage to the products. All of my items had been ‘upgraded’ to high thread-count organic cotton, and the quality seems very good. Only one complaint so far: for the pillow casings, where the fabric has been cut to the required size and the seams sewn, the quilting stitches were coming undone in several places, and I spent a long time tying the loose threads into knots so they did not come undone any further.