Poor customer service - Vixen Newtonian Telescope Optical Tube R130Sf w/ Porta II Mount

We received this product as a gift from my husband's grandmother. The instructions were so terribly confusing (and my husband programs and machines parts for NASA) that we had to hire someone to put the telescope together, they have absolutely no instruction videos or otherwise. Also the instructions show pictures for an entirely different model telescope.
Upon this process we realized an imperative part of the eye connection was not included in the box. We then contacted the company who informed us we had a part upside down and were in fact missing a $35 piece. Despite having a photo of the telescope with the missing piece and a serial number they refused to send the piece without a copy of the receipt. As this was a gift we needed to reach out to grandma (who ordered it via phone from one of their authorized retailers) and make her jump through a million hoops. For a small $35 item that was NOT in the box on a $400 telescope you think they would have sent it overnight and made right. Needless to say they have still not agreed to send the part and this has been a complete nightmare. Go with another company.