I had a clearance problem with my Phoenix that ended up being with my tires, but Tony went and took pictures of a bunch of different tire brands on his Phoenix to clear up the issue.
It just took a little while, they seem to be a small company with a big workload.
Anyways, big thumbs up on their customer service. And things get forgotten all the time. One time I bought fenders from an LBS and there was no hardware, all I had to do was go back and tell them. The cyclist world doesn't seem to (usually) bring out the same type of people who are out to scam folks. So most cycling-related shops probably aren't too worried about it. Someone who spends hundreds to thousands of dollars on a transportation method that helps the environment and requires lots of hard work probably isn't the same type of person looking to get something for nothing.