@iadoredinosaurs first, thank you so much for taking the time to provide us with a such a detailed account of your experience - we are so sorry for the delay in getting your new bike to you and we really appreciate seeing how this situation evolved, especially where our communication wasn't clear/accurate. We have passed your feedback along to several different teams who are already looking for ways that we can be more clear in our online messaging.

Second, we have passed your feedback along to our Customer Support team and expect they will be in touch with you soon. Although we cannot guarantee there's an easy fix for your specific situation, we definitely want to try to make it better.

Again, we are really sorry for how this situation came about; thank you for providing us with such specific feedback and giving us the opportunity to improve.

At REI, we believe time outside is fundamental to a life well lived.