Dirt Bike USA

The frame of the dirt bike I purchased for my son for Christmas suffered a catastrophic failure after only a few days of riding. It completely snapped in two, I believe due to a manufacturing defect. The bike came with a 30 day warranty. I sent them sereval photos of the failure as well as the bike's serial number. They replied and said they would reach out to the manufacturer for the replacement. It's been 3+ weeks now and they will not return or answer any further emails. There is no phone # that I can find for this company to try to talk to someone on the phone.
Product_Or_Service: Dirt Bike
Order_Number:

On 12/8/19 I purchased a ATV the Sonora-G 40cc ATV Gas powered ATV 4-stroke Off road kids ATV, Kids quad, kids 4 wheeler (Green) from Dirtbikeusa.com in the amount of $ 527.00- Invoice # ***. Our order was received it was a Christmas gift so we were not able to have our daughter test it out until after 12/25/19. Once she was able to test it out we found that the frame was not straight, the right foot guard rubbed against the tire, and it did not perform as it had claimed to on its website. The ATV is made to be able to carry the weight of up to 143lbs and speeds up to 25MPH. Once tested this was not the case. Our daughter only weighs 63 pounds the ATV barely went about 15MPH, and on turns does not move. My daughter had to get off the ATV and push the bike on her own in order to make a turn. Before contacting the company we went online and read and watched the recommended videos on how to adjust the speed of the bike. This did nothing. On January 1st we contacted the company VIA email (as they DO NOT Have a phone number listed ) and heard nothing back. We sent another email on 1/2/20 explaining to them our issues and concerns with the ATV. They replied and asked us to adjust the throttle ignoring the other concern about the rubbing foot guard and the frame being unevenly put together. We replied back and explained we made all the recommended adjustments to the ATV and nothing worked and we simply wanted to return the ATV as our daughter would clearly not be able to use it for multiple reasons, frame, foot guard rubbing tire, and power of ATV not being able to carry our daughter nor being able to make a turn. On January 4th they replied asking us to send pictures of the ATV. We sent 6 clearly taken photos of the ATV including the tools and the manual and the box as they requested. Jan 5, 2020 they asked us to empty the gas tank and package the ATV back in the box with the packing to ensure no damage would happen on the return and then email them so they could send us a return label to send it back. We sent an email back to them informing them the tank was empty and the ATV was packaged on 1/6/20 we never heard back. We emailed them again on 1/7/20, 1/8/20, 1/10/20,1/13/20 and finally again on 1/15/20 with absolutely no response. The ATV is in its original box with all paperwork only have been used twice and we are unable to return it, speak to anyone, get a response and get our money back for a gift she will never use. They claim to work Mon-Fri and have 24/7 support however they do not reply.
Product_Or_Service: Sonora-G Green ATV
Order_Number: ***
Account_Number: