Bests & Worsts Reviews from Amazon

I was very disappointed in this item. As soon as I sat in it the item seemed to stab me in the lower right back (something was totally out of adjustment inside).... my nephew had the same experience and was actually bruised. I bought this chair because the reviews were good and it sounded like they had a help desk which at least tried to remedy problems, but now I feel they have a problem understanding English? They seem to want me to work on the chair, at the same time, they cannot answer a direct question. Really worried that I have gotten completely ripped off.