Consumer complaint received 2026-04-10 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: GOLDMAN SACHS BANK USA
State: FL

Complaint narrative:
- Purchased several sets of scrubs from a XXXX ( couldn't tell that by their website ) online company, XXXX XXXX, on XX/XX/XXXX, for a total of {$300.00}. - Merchandise arrived on XX/XX/XXXX. Merchandise was of poor quality, and scrubs were not all navy blue ( as I needed for work as a nurse ) - varying shades, mismatched, some almost black and some near violet. I contacted the customer service department of the merchant immediately asking for a return authorization. The merchant 's website claimed a XXXX return if not satisfied with purchase. - UponXX/XX/XXXX request to return, the merchant ( XXXX XXXX ) asked me to send pictures of scrubs, which I did. The did not give me a return authorization. They said they needed to review things first, and then go from there. - I again contacted customer service ( XX/XX/XXXX ) asking to return the merchandise, and the merchant again stalled saying that sometimes lots are of different color, etc. Again, no willingness to allow me to return them. - For the XX/XX/XXXXtime, I asked their customer service to return them and was told that the items would take a long time to be sent back to XXXX, and they would have to go thru Customs, and would very probably get lost, so the merchant suggested I take a 20 % off discount and just keep the scrubs. That told me for sure that this company had no intent to allow me to return them. - Thereafter, I contacted XXXX XXXX about filing a dispute. This was in XXXX of XXXX. XXXX XXXX asked me to provide all my email exchanges with the merchant, which I sent them by certified mail on XX/XX/XXXX. - XXXX XXXX reviewed and denied my claim, saying that the merchant had " sent '' the merchandise. They put the charge back on my account. Apple/Goldman Sachs did not at all address my reasons for the dispute or acknowledge that I had tried to send them back on multiple occasions. - XXXX XXXX asked me to then get an unbiased opinion from someone in the uniform apparel business, which I did. I provided a letter from that business on XX/XX/XXXX, to Apple/GS in which the business person fully endorsed my position about the scrubs. Apple again provided a temporary credit to my account while they reviewed things. - Apple/GS denied my dispute a second time on the basis that I had not returned the merchandise within the XX/XX/XXXX day return period. So, I once again, reached out to Apple/GS and directed them to the specific emails in which I had tried to return the merchandise on XXXX separate occasions. - Apple/GS contacted me in late XXXX, and I spoke with a supervisor there to explain everything once again to them and I even sent Apple/GS screen shots from the XXXX in which other customers had experienced similar problems with this company, and had not been successful trying to get returns from them. - In total, I have probably spentXX/XX/XXXX at least in trying to get this resolved. Incredulous to think that. My last correspondence with Apple/GS was on XX/XX/XXXX, in which I was told that the case was still open and that it was now in the hands of their Investigative Team , and it would be up to another XX/XX/XXXX days before they would be able to make a decision. I can not believe that it could take any credit card company this many months to review/resolve my case. - I have cancelled my account with Apple after many years as a customer, with a $ XXXX limit - I always paid my balances in full each month - no problems. So, I even posed the question to Apple as to why I would be trying to scam them or anyone about a {$300.00} purchase. It doesn't even make any sense. - My hope, as I told Apple/GS, was that they would take a stand on my behalf with this company, who by all indications, is a scammer. Perhaps they could help make a difference and prevent other people from being also scammed by XXXX XXXX. So far, Apple/GS has not responded to that. - My hope is that by filing with CFPB that you can apply some means of pressure on Apple/GS to help move this along and do the right thing by me. I can not believe that this ordeal has occupied over XXXX months of my life at this point, and still I wait in hopes of getting a just and satisfied conclusion. NOTE : I have provided ALL emails and other correspondence to Apple/GS supporting this dispute. They have copies of everything I have and records of many conversations with their representatives and supervisors.

Company response to consumer: Closed with monetary relief