Hermes lost my Amazon return item

nastam

I purchased a tv from Amazon for £379. The item was faulty so I returned it via Hermes. 2 weeks ago Hermes collected the item and the driver gave me a slip which contained the tracking number. Fast forward 2 weeks and I can see from the tracking number the item has not been returned to Amazon yet. I contacted Amazon several times during those 2 weeks and was advised to wait 14 days. Today is the 14th day so I contacted them again requesting a refund. Was told by customer service that I would receive an email from their internal team. I did receive an email from them and in the email I was accused of returning an incorrect item - "It appears we received INCORRECT ITEM instead of the correct item, CORRECT ITEM, in your return of order #xxxxxxxxx".
They also very slyly removed the return request on my amazon account straight after I received that email so when I go to my order list, it just states that the item has been delivered to me and there's no trace of a return. 
All I have is an email from amazon from the time when I requested a return and the chat log from the conversations I have been having with their customer service team (wouldn't be surprised if they deleted that too).

Has anyone else faced a similar problem? I am out of pocket £379, please help! I did pay for it using my Lloyds credit card and I will contact them but is there anything else I can do? I've contacted Amazon again but they keep disconnecting from the chat. 

HumanSkunk

Did you ever get this resolved? I have recently sent back a high ticket item and all I have is the entry scan into the Hermes network. Been told I have to wait 14 days before action. Its now been a week and there hasn't been any tracking updates.

Jazz92

I would keep contacting Amazon until you find the right person - tell them you requested a refund through lloyds.