I was speaking to someone at the weekend who had the same issue and when he sent his bike back it took two months and came back with dents and scratches. He got a load of compensation
My experience with them wasn't great. I was emailed to confirm receipt of the bike and that they have sent a report to their ”materials specialist” and will revert once they hear back. Two weeks later I received another email from one if the bike techs to say they are working on my bike and will keep me informed. I got the same email message three days running and then and email to ask for my shipping address now the repairs have been done. I had to phone canyon to ask what work was done.