I've been shopping with HipVan for a while now, and haven't had too many problems with them. In fact, I've been very pleased with their service. Of course, the drawbacks of shopping online is that you don't exactly get what you see sometimes and there would be the case of items going out of stock. That's probably something you already knew before you ordered online, anyway. Thankfully, that hasn't happened to me more than twice while shopping with them, and I always get exactly what I see on their website.
I'm not too fussy about shopping with them; haven't had the displeasure as what the other reviewers here have stated. Their customer service team have constantly maintained a steady and prompt response with me. I managed to get them to hold back the delivery of my LEVITATE mattress by a month last year and it is still, by far, *the* BEST bed I've slept in so far. Everyone should get a LEVITATE mattress!!!!
Their service team is also quite prompt with the refunds, they basically just emailed me about it and cancelled it off - sometimes they would give me an alternative to choose from, which is nice! - and either refund me the difference or get the alternative sent out to me immediately.
Speaking of deliveries, the delivery teams from HipVan itself are very polite and friendly! Very easy-going and happy people, and it made the wait for the delivery so much better. I would totally continue buying from them! :)