Tristar Products Inc. POWER XL Air Fryer Grill Product is under warranty - they refuse to pay for return shipping Fairfield NJ

Long story short we purchased the PowerXL Air Fryer Grill (a Tristar Product). From day one my son said there was something wrong with it. I let it go. My son returned to college, I used the air fryer and sure enough, there was something wrong with it. It did not air fry simple, thin, chicken strips. The next day I contacted support via the phone. She was super friendly and told me exactly what steps I needed to take in order to get a return shipping label sent to me.

I followed her instructions and waited on a return email from support. A week went by with no reply. I send the same email and went on their FB and sent a message. This time I get a reply indicating I HAVE TO PAY FOR RETURN SHIPPING! What? It's your product and it's under warranty.  Why would I pay to have it shipped back? The product is faulty! I found the email of the CEO and emailed him. I am waiting on a reply. 

I hope he stands behind his company and does the right thing. I plan on filing a BBB complaint along with the NYS Attorney General. It's not that the air fryer was a lot of money it's the fact it is defective and under warranty. They know most people will not pay to return it so that is why they do this. Just a really crappy way to do business.