Amazon.com — Providing Incorrect Information and now they are saying claim has rejected

We recently came to USA and before we came my husband has bought Grey Linen Upholstered Convertible Futon Sofa Bed With Cup Holder Couch Recliner Lounger Sleeper Home Living Room Bedroom Apartment Studio Modern Space Saving Furniture Décor Multifunctional Versatile from amazon.com. Once we ( family ) came the sofa is not sufficient for us. Later we have applied for return request and we mentioned that since we came new here we can't drop the parcel in drop off location since we don't have vehicle and also we don't have the package material and even we mentioned that if the agent comes to home for pick up we are ready to give. And this conversation i had with customer associate upon their words only we said ok and later they have sent email to seller and mentioned if we haven't received any response with 2 working days we will be eligible for a-z guarantee claim. We said ok and waited. again after 3 days I contacted them and they said that seller didnt mention so you will eleigible for a-z claim and assured us that we get refund within 3-5 business days. Again after 1 week when i asked them they said it's in process. so after few days when i contacted them they mentioned that no one has filed a-z claim then i asked that why the other associates are giving false updates, then this associate created and the next day i got a mail that they need some details and when i asked the same question to associate they mentioned that no need to provide they have updated all, but that all updates are incorrect, later that claim was closed stating it has been rejected, I have requested for appeal and when i contacted the management they mentioned that it needs 5-7 days and on the last date they mentioned that it has been closed since the time frame has been completed to return the item.

The above conversation took 1 month almost and it's fault from amazon team that they have incorrect updates and false assurances. So far I have contacted around 8-9 customer associates for the same issue. If the issue is at their end how can we blame for this. I want to take serious action on this.