Description

I noticed Ella&Rose Boston advertisement in one of the Apple News articles. It claimed that the store in Boston was closing after almost 30 years in business and was selling everything at a discounted price. The items on the website looked really nice and were labeled as luxury quality. I purchased a few items using Apple Pay. I was surprised to later find out that the items were coming from mainland China. When I received the items, I noticed that the shoes were crammed inside plastic bags. As soon as I opened the bag, a chemical smell hit me. I immediately noticed the damage, poor quality, and inferior materials of the items. I had difficulty finding the address of the merchant in Boston, despite living in Massachusetts. I was unable to find a phone number for them. After some time, I contacted the merchant by email since it was the only contact option available on the website and they responded after sometimes by asking for the details of my complaint. They offered me a 15% discount. I replied that they should provide a 100% refund if the items were damaged and asked for return label. They continued to offer 20% discounts in every subsequent email, increasing the discount all the way to 60%. I rejected the offers and requested a refund and return label. The response was that they do not provide return labels and stated that I had to send the items back at my own expense, but they did not provide the return address. I asked them for the return address in Boston, but they did not provide the merchant's address. After numerous attempts, they gave me an address in mainland China, with a note indicating “apartment to the left.” I looked up the address online and discovered that it did not exist. I reported the merchant as a scammer and requested a refund from my Apple Card. Goldman Sachs’s credit card company and they requested all kinds of information, which I provided. They issued the refund, but after what they called an investigation, they charged me again. I requested the investigation to be revisited repeatedly, three times in total. I asked the credit card company to provide me with full detailed investigation reports. However they never provided me with any details. I am currently in another round of revisions with my credit card company. I believe that the credit card company is trying to avoid taking any responsibility and avoiding to protect customers from scammers.