We’re truly sorry to hear about the trouble you’ve experienced with your safe. We understand how frustrating this must be, and we appreciate you taking the time to share your experience. Although we are the manufacturer, it looks like the safe was purchased through a retailer. In these cases, returns or exchanges do need to be handled directly through the place of purchase, as they manage those transactions. That said, we’re here to support you. If you’d like help troubleshooting the issue, please don’t hesitate to give us a call at 1-800-828-1438. Our team is happy to walk through the steps with you and explore any possible solutions. We’ll also make sure your feedback is shared with our Quality team so they can review and continue improving our products.