Consumer complaint received 2025-07-29 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: WI

Complaint narrative:
I ordered a wagon from XXXX XXXX # XXXX Item no. XXXX Sale XXXX Amount : {$68.00} The wagon arrived used but was supposed to be brand new. I contacted the seller on XXXX to tell them the item arrived in used condition when it was supposed to be new. They asked I send them photos of the wagon to prove it arrived in a different condition which I did. The seller then said they are unable to check each item before it is shipped out and that I should make a return request. I made a return request but the seller denied it. 
I then contacted XXXX to tell them that the seller denied the return request. XXXX stated the seller has the right to deny returns. XXXX told me I could report the seller for sending an item different than listed and to contact my financial institution to report the transaction and look into purchase protection. I disputed the transaction with Apple Goldman Sachs and provided photos of all of the chats with XXXX and the seller. On XX/XX/XXXX the dispute was settled in the merchants favor. I then asked them why and they offered to reopen it and asked me why I wanted it reopened and to provide the documents again. This pattern continued XX/XX/XXXX, XX/XX/XXXX, until XX/XX/XXXX when I spoke with a supervisor for Apple Goldman Sachs on the phone when they reopened the dispute. The supervisor requested I resend them the documentation. I provided all of the necessary documentation again that clearly showed I received a different item than ordered and that I tried to return the item but the seller denied the return. The dispute supervisor said they saw all of the proof I provided and it might help if I was sent a copy of the reason the dispute was settled in the merchants favor. I agreed but stated I was offered previously and was never sent the reason or any documentation from Apple Goldman Sachs. They stated they would send it which I once again then received. After then disputing it again on XX/XX/XXXX I then called and spoke with support again and was told I was transferred to the same dispute supervisor. The supervisor reviewed the case and said the reason the dispute was settled in the merchants favor was because I never returned the item. I then pointed out that I tried to return the item but the seller refused and stated that that correspondence between the seller and I was provided in the documentation I sent. The supervisor then reviewed all of the documents again and stated they saw that I did try to return the item and that they would further escalated the issue in the dispute department as they were not sure why it wasnt settled in my favor when I provided the evidence they requested and promised a call back with hopeful resolution soon. I never received a call again and then as of XX/XX/XXXX the dispute was settled in the merchants favor again. I did not receive the item in the condition I agreed to which the seller acknowledged and tried to return the item to the seller. Apple Goldman Sachs dispute supervisor said they saw this in the documentation I provided and was not sure the case continued to be settled in the merchants favor yet the case continues to do so.

Company response to consumer: Closed with monetary relief