IndustryBuying.com — Not able to return a defective chair

I had ordered the "IB BASICS Black Color Modular Office Chair" order no:[protected] and received it a few days ago. While assembling the chair, I realized that the knob that is used to lift the chair up or down is actually built in an opposite direction, meaning - instead of pressing the button on the cylinder, it turns in the other direction instead. I tried calling the customer care number, but always got disconnected after the recorded instructions.

Tried sending the emails and got a generic response to add images and details of the issue although I had already mentioned that in my email. Nonetheless, I responded back within 2 minutes and yet to hear back from the team since 4 days now. This is really disappointing