Hi Brandon,
We do want to give some clarity on the communication side. We received your first email on June 14th at 10 PM and replied the next business day at 9:50 AM, asking for photos of the defect so we could quickly work toward a solution. We didn't hear back after that.
You then sent a second email letting us know you hadn't heard from us. We replied to that right away as well, including screenshots of our earlier response to show we had in fact reached out. We didn't hear anything back after that reply either, and shortly after, this review appeared.
I just gave you a call myself, and together we concluded that our emails weren't reaching your mailbox. We're still ready to help resolve this, and we're looking forward to hearing from you (via your brother's email, as discussed) so we can help.
We will never ignore a customer and I just wanted this to be very clear.