Consumer complaint received 2021-07-17
Company: GOLDMAN SACHS BANK USA
State: CA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
On XX/XX/XXXX I made a purchase at XXXX XXXX XXXX  XXXX for {$120.00} and it was a an vanity LED Mirror. I opened the item when I got home and the LED mirror never turned on. The next morning on XX/XX/XXXX, I took my item back to the store and told the cashier that this mirror is defective and it is not turning on. The cashier scanned the item and called the manager. The manager came back and said sorry this item is non returnable it is a final sale. I said, it doesnt say anything on the receipt and more importantly you the item is not turning on at all. 
He said, he can not bend the rule even for defective item and I call the warranty toll free number showing on the box. While in the store I called toll free number. They asked me email them all the information about the SKU number, proof of purchase and 25 or so minutes later they said they can not cover it under warranty because it is purchased defective and it has to go back to the store. I had them on speaker phone and manager heard the conversation. Upon hanging up the manager said sorry final sale too bad. 
I filled the dispute with my Apple credit card for the full amount. I received the provisional credit within 24 hours. Since then, I have sent proof of purchase via email and their chat system, photo of the item multiple time and every time after 2 months I received the email saying your transaction dispute was not resolved in your favor and reason : The merchant provided sufficient evidence that you made the purchase. The first time I received this email, I call Apple customer service immediately and spoke with a manager they said, the first rep made a mistake representing my dispute and they will change some information this time and resubmit the dispute, gave me temporary credit back. I emailed them my receipt. The second time, same thing happened, I spoke with the manager again and he said, he added additional information/notes and attached my receipt. This time the case will close in my favor in 2 weeks. They have put it on fast track. Nope, it took normal two months and on XX/XX/XXXX I received the same generic email saying the same exact thing. The third time, again spoke with the manager and this time, they said because the photo of the damaged items were missing that what caused this decision, I emailed them the photos and the manager said perfect. I will hear something between a week or two. Again, since XX/XX/XXXX to today on XX/XX/XXXX I received the same old generic email that shows the merchant provided sufficient evidence. I am not fighting for not making a valid purchase. This case is all about receiving a defective item and not been able to return it or exchange it. Even the Apple have confirmed that on XXXX XXXX  XXXX website that if their final sale is defective the item is returnable. I dont know who is fighting my dispute and how they are representing me but Apple for sure not doing their job. They are too eager to please the merchant.

Company response to consumer: Closed with explanation