Which number have you been calling? I'd recommend 094159002 which is the parent companies number, I have dealt with them a number of years, and I am sure they would be happy to take your feedback and ensure others don't have a similar experience.
It's certainly not what I'd have expected from Avalon, customer service has never been an issue in the past in my dealings with them.
Either way I think a call to CDL should get whatever is wrong sorted.
On the plus side they did dispatch the goods.
I called the numbers listed on their website:
Contact Phone Numbers:
Vaughan Winiata: 021 08 111 888
Service & Repair:
Ashley Moloney: 09 415 2826
Hours: Monday - Friday, 9:00am - 2:30pm
As of today no reply from them at all, not that I am still expecting one; absolute nil reply to both my phone message and emails.
But thanks for the tip; I will definitely try to ring the number you recommended and see how that goes, as I'm interested in several other items on their site but a bit set back at the moment due to the poor service.