Hi Tiffany,
Firstly, we would like to apologize for the inconvenience caused by receiving a product without all the parts. We’re grateful that you shared this feedback, as it helps us identify the root cause and prevent this from happening in the future. I’ve reviewed your account and can confirm that our team shipped the missing parts, which were delivered on 10/28.
Secondly, as parents ourselves, we understand how disappointing it can be for a child to eagerly await something as special as a new bike, only to face this type of frustration. This is certainly not the experience we want for our young customers or their parents. Your ticket was submitted after hours, and as a result, it was passed from one representative to another who was eager to resolve the issue. I’m sorry that our empathy was lost during that transition. We promise to improve this process, as our community is what enables us to do what we love.
We hope your child is now able to enjoy their new bike, and we sincerely thank you for your business.