Amazon review: Non existent customer service

On September 25, 2023 I ordered a Queen Nectar Mattress for my daughter's NYC apartment. When she put it on the bed she realized it was a King Mattress. I called Amazon to arrange to return the King and have a Queen sent. The woman I spoke to at their customer service told me that they didn't have a way to pick it up because it was out of the box so it couldn't be shipped. I explained that getting it out of the apartment was going to be a huge hassle and that since it was Amazon's mistake they should figure it out. She apologized, told me there was nothing she could do & that maybe I could get a charity to pick it up and that she was sending me out the Queen that I ordered. Goodwill told my daughter that maybe they could take it but she would have to bring it in. When my daughter called Nectar to ask them if they could pick it up they said they would be happy to but when she said I bought it from Amazon they apologized and said they couldn't assist. There was no way that she could get that huge mattress around NYC. She eventually found someone to drag it down nine floors and get it out of there. Three months later Amazon is charging me for the King mattress that I did not order and they would not take back. I have been an Amazon Prime member since its inception but I am cancelling it. The customer service is non existent and I have now been ripped off for seven hundred dollars for their mistake.