The box arrived damaged, with a hole in it, and one of the bags of screws/brackets/etc. had fallen out, but I called the help number (listed on the front page of the assembly instructions), and was immediately put through to a live person. Within a couple of minutes, they said I'd be getting the missing parts in the next couple of days, which I did. I was very impressed with the service. The parts fit together smoothly, and I had the bed built (without power tools) within an hour. I've been using the bed for a few weeks now and it seems sturdy enough, though I probably wouldn't use it as a trampoline.