GoTrax review: No customer service

I bought 2 of their kid scooters and one works fine and the other doesn't. It makes a noise like something is loose inside.

Website says you can return it in 14 days. However it seems impossible to. There are no instructions how to do this or where to send it.

You call support (not "customer service" cos there isn't any) and they tell you to fill up a form under warranty. They take a whole day to respond and only around midnight will an email appear from them.

I have told them I want to exchange the product for a new working one and they keep telling me to trouble shoot it and to send them a video of the problem and they will ship me parts so I can fix it! I absolutely don't want to mess with this. It's brand new.

It's been 3 days of back and forth of correspondence and they are not giving me any indication how to return it even though I keep telling them that's what I would like to do.

I have responded to their emails saying it's not a visibly loose screw and it's inside. I even sent them a video of my kid riding it as asked so they can hear/see the problem.

They tell me it's the wheel and they can send me a wheel. The latest response is they think it's the motor and send me a link to a video (which doesn't work) and tell me to watch it so that they can send me a motor so I can change it!

At this point I really just want a refund. Isn't replacing /repairing a defective item the job of the manufacturer? This isn't something I should be doing...especially on a brand new product?

I am so tired of being messed around. I usually don't complain but this is absurd.

I wish I had bought this from a store so I could just take it back and get my money back.