Customer service are a shambles, had problems for over 2 months, had 2 frames same problems.
Agreed a refund with them, they send an email I reply they then don’t reply for at least 2 days.
They told me they were going to send me return labels for all the items, telling me it was attached to the email which it wasn’t. 2 more days later they’ve sent me an attachment asking me to send just the frame as I will need the handlebars and seat for the replacement frame 
I have know idea what they playing at but it’s madness, I know have a replacement second frame 2 seats/2 handlebars and they want to send me a third frame after agreeing to a refund.
Why can’t you just pick the phone up and call them.