Initially, when we got our crib we had some pieces that didn't have proper holes/didn't line up well, and thus splintered and broke when we assembled. We got it together, but I really wasn't happy at first.
When I left my first review, someone was kind enough to reach out but (being in new mom mode with 2 other kids) I didn't email back and forgot about it honestly until I went to lower the crib. I was then able to get photos and email customer service back. The response was lightening fast, and the company was more than happy to replace parts that had broken in the initial assembly to ensure that our crib will make it in an international move and also transition properly to a toddler bed.
Lauren (who dubbed herself #2) was very personable and easy to work with, and wanted to be sure that we were 100% satisfied with our crib. I have to give this company credit for doing customer service right AND making sure that you get what you paid for. Would absolutely recommend the company and would purchase from them again!