Bests & Worsts Reviews from Amazon

This topper seems like a good product. My issue is that it arrived with what appears to be a cigarette burn melted all the way through the topper. I contacted amazon on their chat line. I was typing with someone from another country who seemed to be posting phrases from a training manual, sometimes not actually replying to my questions. She said that I had purchased a used item & had no recourse. I was shocked. I reviewed my invoice and the listing and found no mention of a used item. I then asked for a supervisor. No matter how many times I asked she never complied, saying the supervisor would not be on his shift for another 3 hours. She said if I wanted a replacement product I had to somehow compress the highly expanded memory foam topper back into the original packaging and ship it to amazon. I am in my 70’s so that would be impossible for me. Very unhappy with Amazon pretense at support. I finally just gave up.