I guess that I have been very fortunate so far. Have purchased 3 e-bikes from CL's, and have always been treated with full respect (have worked over the phone with Lenny, the lady in sales, and John via email). All bikes arrived in perfect cosmetic and working order, and I have yet to have problems with any of them.Umm, the bike hasn't even arrived yet? Let' the dice roll and see what warranty support is needed in the next two years.
With the single 'sales' based issue (bike I had ordered was actually not in stock), they treated me very well, offering a different bike or an immediate refund. With at least one other on-line vendor, when the bike I ordered ended up not being in stock, they tried very hard to make me instead purchase an in-stock bike which I didn't want, instead of providing any refund. CL's was not like that at all, and was very professional about the whole matter.
To the OP, I understand you wanting to provide your personal experience to the group here. I would recommend that you call and speak directly to Lenny. I have found him to be very pleasant to deal with, and truly working hard for his store to provide the most positive buying and ownership experience. He should personally know the difficulties you had.
And I truly hope that when you get your new bike you absolutely love it and never have a single issue with it! Haibike designs and builds an excellent product.