Amazon - Promise Not Honored, and Missing Parts

Hello.

I purchased a bed from Amazon. I am a prime member, and the item description indicated that it was eligible for prime shipping. So I was on the impression that I would receive my item within two days of it being shipped out. But I did not receive the item until a week later. When I inquired via email to customer service tha I am a prime member, and the item description indicated that it was eligible for prime shipping. So the impression that I would receive my item within two days of it being shipped out. But I did not receive the item until a week later. When I inquired via email to customer service about the shipping; I was told that if I didn’t receive the item within * to * business days that I will receive a full refund. When I inquired back after not receiving my item within the stated time frame told to me by customer service. Customer service didn’t want to honor the promise of a refund for my item. After receiving the bed and unboxing the item I noticed that there were screws make missing so I’m on able to use it anyway. I have additional photographic evidence that I’m unable to submit.