Amazon claiming i didn't return correct item - tracking shows they haven't even received the return!

MAhmed1234

hi there,

I'm out of ideas and not sure how to move forward.
I had to return a phone purchased and dispatched by Amazon (£750). It was defective. I sent it via Hermes and the tracking is showing that it is on its way back to them (more than 2 weeks ago) and there is no further update.

Upon contacting Amazon they are claiming that they have received the returned item but it is not the correct item. And that i need to send them the correct item in order to get my refund. I've spoken to Amazon live chat and phone chat associates at least a dozen times, and i keep getting the same reply from the returns team, and that is to "send the correct item back".

How are they claiming that I sent the wrong item back, when i clearly did not. Also, how are they claiming they received anything in the first place, when the tracking shows the item hasn't even been delivered to them yet!

I'm unsure as to what to do, I have researched and read that i can file a section 75 claim and get the money back from my CC. But i am worried that my Amazon account will be closed. Worried because not only did I just renew my annual prime membership, I also have a £200 gift card on there, so if they was to close my account, i feel that would go with it.

Please help
Thanks

born_again

Who arranged return?

Is this direct from Amazon, or was it via Marketplace?

MAhmed1234

Arranged by Amazon, dispatched and sold by them too.

JJ_Egan

All these missing delivery s are phones with no photo .

Oddly not many pairs of socks go missing .

ThumbRemote

JJ_Egan said:

All these missing delivery s are phones with no photo .

Oddly not many pairs of socks go missing .

I'm sure if you think really hard, you can guess why socks may be less of a target for thieves, why Amazon may be more willing to sort out lost/stolen socks without arguing over it, and why even if Amazon were being awkward people would be less likely to post here. 

MAhmed1234

What shall i do in this case?

Aylesbury_Duck

MAhmed1234 said:

What shall i do in this case?

Pursue a section 75 claim if you want your money back.

visidigi

Aylesbury_Duck said:

MAhmed1234 said:

What shall i do in this case?

Pursue a section 75 claim if you want your money back.

But expect to lose access to Amazon.

alewin

MAhmed1234 said:

What shall i do in this case?

Was Hermes the only return option because in future never ever choose to return anything via Hermes, they are the worst.
I always choose Royal Mail, they weigh the parcel and it is much safer option.

MAhmed1234

I now have heard back from Hermes...they have said to expect that the parcel has been lost...so no idea why amazon are claiming theyve recieved something. Very lost here. I dont want to lose my account.

Aylesbury_Duck

MAhmed1234 said:

I now have heard back from Hermes...they have said to expect that the parcel has been lost...so no idea why amazon are claiming theyve recieved something. Very lost here. I dont want to lose my account.

Go back to Amazon and explain that Hermes have said the parcel is lost, which contradicts Amazon's claim that it's received but contains the wrong item.  That puts the ball back in their court.  If they still don't help, you have to make the choice of whether to pursue the section 75 claim to get your money back but risk losing your account, or letting the matter drop.