I didn't order in the store, I ordered on-line. I ordered an extra long twin, and though it mentions possibly not being able to get some beds in the room, I didn't think it pertained to me -- well, it did. I called your 800 number, was given my options, and am now having the bed cut. It cost me more, but it was my mistake, and I was very thankful not to hear "Oh well, you'll just have to order another one then, and find someone to take the first one." Which, believe me, is a common attitude now. So all in all, I had a positive experience.