The process was not very enjoyable, though each time I talked to staff they were very polite and helpful. My original request apparently never went through, and I only found out by calling a week later. The original parts I wanted were not available, though they were indicated as so online. Finally, I ordered a dark brown basket, but a light colored wood came instead. I didn't send it back because I didn't want to go through the hassle I believed would follow based on the previously listed experience. That said, I love the bike!