The delivery driver was very good, very thorough and informative. He came at the expected time. However, there has been some confusion with the booking of the order. Verbal confirmation by telephone with the scheduling department is not sufficient to ensure a delivery with this company - you have to reply to the email. This was not made clear in my husbands conversation with the scheduling department so we expected the delivery 4 days ago. It came today and that's good, but during the last four days it has been a struggle to keep warm. I think there are some communications issues with the office and the other areas of the business. The motto is, order well before you need pellets especially during the winter or you may find yourself very cold for a while.