Firstcry.com — Defective baby hug swing car

We have purchased babyhug swing car from FirstCry. As the product description front wheel should not touch the ground but the product which we received was touching the ground. When we raised issued executive asked us to share the video which we did. We got a call from them and person confirmed that there this is a manufacturing defect and will arrange a callback from brand (babyhug). The call back never came and when we called FirstCry, they again said to share the video. Every time we write a mail we get standard reply that someone will contact and when we receive a call, they ask us to send another video. This process is getting repeated since last 18-20 days but nothing concrete on the solution. One of the worst customer service I have seen. No intention to help customer at all. Very frustrating and tiring.