I had an issue with a delivery (partly due to living in a rural area) and noticed that Ken seemed open to being contacted directly. I did, and he called back wanting details. After speaking with him at length, I can state in full confidence that Ken truly cares about his customers' experience. All delivery companies have challenges... the cargo arrives at their doorstep already damaged, communication between customers and CSRs can break down, etc. But this company does the right thing after the fact, which is noteworthy. The second attempt went without a problem, CSRs were always polite, the driver called beforehand and was very friendly upon arrival. Thanks to Ken and his team!!