Vivense Refused to Respond to My Return Request for Defective Bien Bed Frame

When we opened and assembled the product, we noticed that the parts did not fit together properly and were not sturdy. We tried to contact Vivense but could not reach anyone or find a phone number. We were told to contact them via email, but no one responded. I indicated through WhatsApp that I wanted to connect with a customer representative and tried for days, but I was never connected. Instead, they sent a link to submit a request, but the site would not allow us to complete the process. The website states that support for product exchange or return is available within 15 days, but since we couldn’t reach them, this period passed without any contact. I am sure that if they respond now, they will dismiss the issue by blaming the customer. When we requested a return, they said they would deduct 40 percent of the product's price and also charge a fee to collect the product. The product, a Bien bed frame without a base (160x200), has several issues. The parts do not fit properly, and one side of the wooden board is curved, causing the bed to be uneven when placed on top. Even after tightening the screws, it remains unstable and squeaks loudly, despite only one person using it. They left a gap on one side of the frame, causing the bed to sink in and damage the mattress. We tried to submit a complaint on Vivense’s website, but we kept getting a "failed transaction" error. We also attempted to file complaints about the squeaking, sinking, and instability through the after-sales service section, but it didn’t work. We faced numerous issues before the bed even arrived, and it came defective. Despite reporting all these problems through the support system, there has been no response. If we opt for a return, they want to deduct a fee, and there is no one available to provide support. I have been dealing with this issue for weeks. The link they provided keeps giving an error, making it impossible to reach them. To make matters worse, the bed has completely collapsed. I attached images as proof. We want to return this defective product. You cannot hold the customer responsible for a manufacturing defect. I have already filed a complaint with the Consumer Rights Board. We initially requested an exchange but received no response. Therefore, I am now demanding a return. I have been suffering from this issue for a month. The screws keep loosening, and the problem persists despite repeated tightening. You claim that returns are accepted within 15 days, yet you don’t respond within that period.