Wow!! And to think that I sold my Willis in order to buy this one. I have some heavy consideration to do. This is exactly the reason why I don't transform my figures, be it 3rd party or Takara. If it's in alt mode I'll transform it into robot and leave it at that, and it if the figure comes in robot mode, I will NOT transform it. They're too expensive and not worth the risk. Yeah, try reaching out to the store you bought from to see if you can get a replacement. If not try reaching out to Takara. I've done that with 3rd party companies via FB Messenger and they're very good at replying in a timely manner.
Sorry to hear that, that sucks. I never have a problem with Tfsource those guys always take care of stuff for me.
I hear this a lot from people. I order from them a lot and done returns and called with issues of missing pieces and they have done everything to fix a problem. Also they usually always answer their phone and really nice.