I don't believe I would lay the blame yet on the manufacturer, It sounds like the retailer re-packed the kit. I don't know how anyone could pick up a box that didn't have the juice bag in it though and not know it was there. I think the issue here though was the seller.
The 2 kits I made were in a Cellar Craft box. The retailer did re-pack the box as there were issues with the grape pack bucket tearing the juice bag. I received everything in mine in the original box, just repacked with shipping peanuts padding the bucket.
I know George sells WE for a reason as he stated and I to agree that the WE are great kits but I do have to say that the 2 Cellar Craft kits I made were excellent and actually the best I have made (and tasted) so far. Thissaid, I am sure a few of my WE kits are going to match and exceed these kits but like Isaid, they were great. I made the Rosso Fortissimo and the Amarone kits.
The only reason I actually bought them though is the retailer had them clearanced and I got them for $60.00 each (no, they weren't expired). This retailer was switching to WE kits as well.I notice most retailers normally stock one brand and I kinda wish they could offer a variety so we could try other brands and not have to shop around. I like my retailer and want to give all my business to him.
Heck, I actually felt guilty buying elsewhere and really only did as a local guy who gave me a ton of stuff when he got out of wine making bought his stuff from the other place and said to give them a shot. I did, they were OK but I like shopping where I do already.
I would definitely give the retailer a chance to make things good before calling in the Mafia. It really is only fair. Mistakes do get made at times and even if a company has a history of great service you never know if there is a newbie employee that don't know squat yet. SO give them a chance to make things good and if they don't, then sick the big dogs on them.
Oh yeah, if and when you get a complete kit if you still don't have instructions, let me know. I save every instruction page in my records. I keep all my notes and code stickers on these sheets so I can make you a copy if you need one.