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Howard
Update for those who are interested. I'll try to keep it to the bullet points:
Yesterday the co-owner contacted me to say that he was personally taking ownership of this situation, that they're looking at how this happened, but most importantly (from my perspective) what they can do to rectify it to my satisfaction. Reading between the lines I think heads have rolled.
This evening he has emailed me again to offer 2 options:
1) They'll send me some temporary zip tie-able fixings to allow me to use the frame I have so that I have something to ride whilst they build me a brand new frame which they'll then to me as a replacement. This would allow me to get what I ultimately wanted and paid for (eventually) but I'd have the hassle and cost of having to build the thing twice.
2) If that's not to my liking they'll collect the frame and issue me a refund.
The fact that he's offered option 2 has reassured me quite a lot and makes me more inclined to go for option 1. He's shown empathy and engagement in putting this right which was lacking in previous communication.
I'm really not sure what to do so I've asked a few questions and said I'll need to sleep on it rather than rush a decision.