Visions Electronic review: Defective item, want to return, but no answers to service my tickets

Online store order problematic item.
Ordered Dec.02 2020 received Dec.14.2020 Item was a Chrismass present.Trying to get a return/refund from them. Online phone line doesn't take calls as it says they are too busy, we opened 2 different service tickets ( #20434 and # 24072)(Dec. 27th./Jan 05.2021). No communications from them at all...we call online phone on a daily bassis, still no way to talk to a representative.
The item is defective and we want to return for a refund. They took payment fast enough however. Can't get in touch with this seller.