I shopped around for a mattress for awhile. What made me check out NW bedding is the fact that they have been a member with the BBB for years. This made me feel comfortable that if I had a problem, I could go to the BBB to get it worked out. I tested the beds at the store and found the one that seem to work well with my shoulder problems. I liked the staff. They we're all very helpful and let me test and retest until I was satisfied with my choice. On delivery day, everything went well and the delivery guys we're very nice too! Everyone in the store was friendly! I got my bed and loved it from the first night. Now I can't speak for the return process because I loved my bed but I had a great experience working with them. It nice to have a local store that is so great and makes such wonderful beds. I have now had my bed for over a year and a half and I still love it!