Consumer complaint received 2025-04-01 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: NC

Complaint narrative:
On XX/XX/XXXX, I ordered 2 pair of shoes ( ordered based on website size chart ) with my Apple Master Card online from XXXX XXXX, a website I found on XXXX. 
Before placing my order, I read the return policy and agreed to return them at my postage expense within 15 days of receipt. 
The policy on the website did not include mailing them back to XXXX or I would never have placed the order. 
Note this was my first and only purchase from this company. 

The shoes arrived in my XXXX XXXX XX/XX/XXXX and had a XXXX return address of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 

I immediately tried them on and both pairs were too big. I sent XXXX emails requesting the return address as instructed on the website XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX with no response. 

On XX/XX/XXXX I received the first response advising of return policy, the 15 day time frame at my expense and the offer of a 15 % discount on future purchase if I kept them. It did not include the address to return them. 

On XX/XX/XXXX I emailed them and advised receiving the package on XX/XX/XXXX, the sending of the XXXX emails from XXXX with still no return address but an offer of a credit and a term of 15 days to return. 

On XX/XX/XXXX received email from company ( 10 days after receiving the package and sending my first email requesting how to return ). They provided an address in XXXX, XXXX or I could accept a 20 % off for future purchase. It was too late to mail them back to XXXX, as they required them to be mailed through the XXXX. 

On XX/XX/XXXX I responded to the email refuting the offer of a future discount and the fraudulent return policy on their website. 

On XX/XX/XXXX I attempted to file a dispute with Apple. It was my first dispute with them and I didnt file it successfully. 
I resubmitted it successfully on XX/XX/XXXX. My husband is a XXXX XXXX  and there was a lot going on during that time frame. 

Subsequently, over the past 2 years I have filed this dispute 6 times with negative results. My last denial was on XX/XX/XXXX. In the XXXX previous disputes always find for the merchant. The merchant refuses to accept the return reason not as described on the website. There was not a does not fit reason to choose and the shoes were ordered according to the size chart description on the website. I havent received the company evidence yet even though it was requested on XX/XX/XXXX when I filed my XXXX dispute. 

They refuse to take into account the measures I took to get the address and the 10 days it took to finally get XXXX to give me an address to return them to. They also refuse to take into account the fact that XXXX posts a fraudulent return policy on their website that does not disclose returns must be mailed to XXXX at the customers expense and be received within 15 days of delivery. 

XXXX XXXX is a predatory, fraudulent company doing business on XXXX, a reputable platform. Not only is their return policy fraudulent, they dont indicate that the return reason can be refused. 

I am currently in the process of filing my XXXX dispute with Apple/Goldman Sachs . They have not protected me as a consumer and the dispute process is totally unfair. As part of their dispute, I have provided Apple/Goldman Sachs every email I sent and received ; a dated, time stamped XXXX of the package in my mail box ; a pic of the package received with the XXXX return XXXX ; a XXXX of the company return policy and a pic of the unworn shoes. I have spent countless hours doing this an additionally submitted XXXX lengthy narratives for each dispute recounting what I have submitted above. Additionally, I have requested each time to speak with the investigator and they have never called. I received 2 calls during the last 2 disputes from customer reps that did not have access to the evidence I submitted, werent familiar with my claim and that were not investigating my claim. Definitely not what I expected and terrible customer service.

I also filed a dispute with E-commerce and am waiting for a response. 

As a resolution, all I have ask for is the {$87.00} to be permanently credited and for a paid return label from XXXX so they can be returned. I believe they have forfeited their right to a customer paid return by lying on the website omitting returns are to be sent to XXXX and making it impossible for me to return them within the timeframe had it been in the XXXX. The shoes have never been worn and are still in their original packaging.

Company response to consumer: Closed with monetary relief