So, a quick update on my situation.
Without going in to detail, Lone Rider have contacted me (subsequent to my rather frank response to their previous offer of 25% discount) and they have indeed gone above and beyond with a renewed response that is befitting of a quality company.
Suffice to say they have redeemed themselves and I would say that if you were looking for bags and got the back up I have received, then you would be more than happy. I will be looking to swap my panniers out for the side bags in the new year.
It’s a shame their initial response was so poor, but their come back was 110% so they’ve made up for it.