This is a forum for questions; you won't get customer service here, only advice on what to do with/about a product. That should be returned as defective. You need to use the Houzz Support link at the bottom of the page and follow the links for customer and order support.

According to this page, you need to contact the seller; it explains how to do that:

https://help.houzz.com/s/article/What-is-the-Houzz-Message-Center?language=en_US