Missing components for new REI bike

Anyone run into the issue of buying a bike from REI only to have it arrive upside down in the box, no parts box, no manual, no instructions, and unsure if anything else is missing? We’re you told it was YOUR responsibility to contact the Cycling Help e-mail to resolve their screw-up? This was my experience after spending $1090 on a new bike for my son...and REI has placed the burden on me to make it right. 

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