I placed an order for a dog bed from this company on 3/20/12. I have ordered from them before. On the website it states that most beds ship in 24 - 72 hours. On 3/30, I had not received the bed and tracked the order through their site only to find out it had just shipped on 3/28 - eight days after I had placed the order. I sent an email that night inquiring about the delay and received a phone call the next day. The customer service (and I use the term lightly) person obviously had not read the email so I had to go through the information again. Was there a problem with the color I ordered and if so, why hadn't someone called me as I could have picked another color. No, there wasn't a problem with the color and it should have shipped within the time frame; she did not know why it sat around so long. I told her I was leaving for a trip on 4/1 and had hoped to take the bed with me so I asked if the bed could be re-routed to another address. The CS person said she would get back to me. She called later and said they could re-route the bed for $10. So, they sat on my order for eight days and then wanted me to pay $10 to re-route the $220 bed I bought from them. She told me if I had wanted the bed by a certain date I should have paid extra for shipping. I said that if the bed had shipped when it was supposed to, it probably would have been there on time and if it wasn't, THEN it would be my fault. She said did not have the authority to absorb the $10 so she said she had to talk to a manager and would call me back. I never heard back from anyone. I left three messages on the company voice mail (no live person ever answered) and never received a call back. I sent an email with all of the details and never heard from anyone. I was going to have my credit card company dispute the charge but I would have had to ship the bed back and absorb the charges for shipping so I didn't. The only reason I gave the company 2 stars is because of the brand of bed I ordered. It is good. It is amazing to me that with the internet consumers have so many options to choose from when buying products so companies should separate themselves from the others by providing excellent customer service. I would have been happy to work with this company had they made me feel like they regretted what happened. They didn't and I will never ever buy from them again. The bed I bought was a Snoozer Luxury dog sofa with memory foam - check out O'Donnell Industries (manufacturer) directly or idogbeds.com.