Depending on your level of dissatisfaction, you could up the ante a little and send him a link to this thread. I forget the guy's name but he pretty much does all of the phone answering etc. and also may be the owner. At least it used to be that way.
Considering they are an online bike retailer, it may be in his interest to have positive stories floating around the web. Bike forums comes up frequently when googled and this Ibex story could land in the laps of many potential customers. I bet he wouldn't want that.