Thanks for sharing your experiences with spa. For me, a sign of a great company is not whether they manage to actually deliver what they promised, but what they do if something goes wrong. A company with a default of the customer is wrong is not one I want to deal with. Goodwill is worth serious money in the internet age as word gets around very quickly. I had a bad experience with On-one over a decade ago - and probably told dozens of people since. Essentially, I wouldn't spend money with them that I couldn't afford to lose so where once I bought bikes & wheels from them, they'll be lucky if I buy the odd heavily discounted tyre. Obviously they've made the calculation there are plenty more customers where I came from.
Three bad phone calls with spa, and it's no wonder you're considering never to use them again. It's not only the experience, but the wasted time and energy. IMO, they should be looking to make it up to you through some kind of goodwill gesture.
People complain about Amazon taking over the world, but their customer service is blooming good. Never a quibble about a return. Staff permissioned to make it right if customer still upset.