Find this thread interesting i'm currently looking at this very bike too ever since I clocked it on launch day. Firstly it look's way better than the pictures and it's orange for sure. The blue and white bits do look a bit odd and I did not like them at 1st but when you see it they really are not that bad and add to it in a funny way.
Ribble a few weeks ago via facebook did live Q&A about the carbon version so maybe worth a look for a few pointers. One of the questions is about the frame design which may not be for everyone. But having seen it can't see it being an issue it's not as thin as it look's so should be fine going stuff the bike is design to do.
As for the bike over all It look's stunning a nice all-round bike with a good range of tyre sizes with added flexibility of 700 or 650 wheels. I can't see it letting you down if it's 1/2 the fun to ride as my current Ribble then it's will be a joy to ride.
It's also funny that Sonder should come up too as this has been a thought of mine when thinking about which one. (it's till is partly)
As for service every one will have own view and experience just like with any company. I can't fault them having tried a fair few other placers and got some truly shocking service when I was looking for my 1st road bike. They gave great service both over the phone and by email. The service I received face to face was 2rd to none and helpful to someone new to all this. The guy emailed me everything I needed to know well I was still in the shop. Once I ordered my bike I was kept informed from placing the order though to delivery.
I have used them since for a few things and found no problem. The last time was a few weeks ago via a number of emails about this very bike. Quickly replied and helpful information given.
Equally someone my have a different view point but can only go on what I found think I've seen something about they have charged the ofter sale's service which has improved things from what they once had.
Guess that not going to help you not buy one maybe your asking on wrong forum