Are you buying a bike to ride, or as a decoration for your garage?
Good luck with there customer service. I love the bikes I bought but. I have been dealing with problems since 2019 with 2 bikes I bought new. Don’t hesitate to send back and get better service elsewhere. (There is a time limit to do so). Maybe a pain for the short term but you’ll be better off in the long term. If you keep bike (mine is great if your not waiting on shipping container, Covid something, or mechanic/salesperson trying to figure out a simple derailleur hanger problem) 2 years. I Hope you have a backup bike. Just my experience. 🤟 Just Ride.It is only the start of the second business day after Christmas, you may be a bit hasty on the customer service quality assessment. While I do agree that a few rides will add some scuffs and scratches I would also not be happy to get a new in box item that looked like it had already been on a few rides or assembled carelessly. That always begs the question "what is wrong that I CAN'T see?"
Buying sight unseen carries these risks. I just ordered a Guerrilla Gravity so it's a risk I am willing to take and if the same issue occurs with me I will definitely be reaching out to them. I would not expect them or anyone to deal with me in an expedited fashion or off hours. Stuff happens. You just have to deal with it as it comes.
All that said, missing a box is not great but I would assume that's on logistics not the vendor. The wheel issue is a major one. Was the main box damaged in shipment?