Consumer complaint received 2025-12-29 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: CA

Complaint narrative:
On XX/XX/year>, I purchased two dresses from an online retailer, XXXX, using my Apple Card ( issued by Goldman Sachs ). The dresses were advertised as made to order, but only standard sizing was availableno custom measurements were taken. The items I received were substantially different from what was advertised online, both in design and quality. Neither dress could be altered to resemble the advertised product. 

Upon receiving the dresses on XX/XX/XXXX, I immediately contacted the merchant on XX/XX/XXXX with photo evidence and a request for a return and refund. While I clearly expressed my willingness to return the items, the merchant refused to offer a fair resolution. Instead, they insisted on issuing only store credit and applying a 50 % restocking feedespite clear proof that the products were misrepresented and unusable. Accepting these terms would have resulted in losing the equivalent value of one full dress for items that were not as described.

Because the merchant would not agree to a full refund, I did not return the items under these conditions. Additionally, as this was my first time navigating a chargeback process, I retained possession of the dresses as collateral in case physical inspection or further evidence was required. At no point did I refuse a return out of convenience ; I simply could not accept an unfair return process that penalized me for receiving misrepresented goods. 

I then filed a dispute with Apple Card. Since XX/XX/year>, I have consistently provided detailed evidence to both XXXX and Goldman Sachs, including : Photo comparisons between the online listing and what was delivered Email correspondence showing my timely request for resolution A written assessment from a professional tailor with over 20 years of experience confirming the dresses were not wearable and could not be altered to match the advertised product Screenshots of other customer reviews citing the same issue of misrepresented dresses My formal refutation of the merchants submitted evidence Despite this, Goldman Sachs and the Apple Card disputes team have continually mischaracterized my claim as a return window issuestating that the chargeback was denied because I did not return the items in time. This fundamentally misunderstands the dispute. The items were not returned because I was not offered a fair return for goods that were not as described. Under consumer protection principles, a merchants return policy can not override the obligation to deliver goods that materially match what was advertised. 

Over the course of nine months, I have submitted all requested documentation, including additional materials for a reassertion. I also have screenshot evidence of Apple Card customer support agents expressing confusion as to why my claim has not been resolved, which further demonstrates that the issue has not been properly reviewed internally. At every turn, XXXX XXXX handling of this dispute has been dismissive, automated, and unreasonablefailing to acknowledge the extensive, clear, and professional evidence Ive provided. 

This has resulted in a financial loss of over {$1000.00} for goods I can not use and has been an extremely timeconsuming and frustrating experience for a customer who acted in good faith throughout the process. 

I am requesting the CFPBs assistance in holding Goldman Sachs accountable for its failure to properly investigate my claim and to ensure that I am refunded for misrepresented goods that were not fit for purpose.

Company response to consumer: Closed with monetary relief