Complaint Review: Orogold Mazal Enterprises - North Hills California

I purchased products from Orogold Cosmetics, 518 Duval Street, Key West, FL on Friday 10/24/14 at 10:36PM for $2150, but I did not take possession of the product at the time of purchase, as they were to be shipped to me in SC. I returned to the store on Saturday 10/25 to cancel the order because I decided I did not want the products, but the store was closed. I called the store number listed on the receipt as well as the Customer Service toll free number in CA to leave voicemails re: cancellation.

I returned to SC on Sunday 10/26. On Monday 10/27, I called the store and Customer Service again, and sent emails re: cancellation. I have completely documented all phone records, emails and subsequent UPS tracking records. I was finally contacted by Customer Service in CA and by the store manager in Key West and was advised that they have a strict No Refund policy even though the order had not been shipped and was still in their possession.

I deem this enforcement of the policy in this instance to be baseless and unethical. I was also not advised of this policy at the time of purchase. Despite my request to cancel, UPS tracking documents indicate it was packaged and shipped three days later on 10/30 at 8:00 PM. The package was delivered to my home and left at the front door by UPS on 11/04 because Orogold waived a required signature; I arranged for UPS to pick up the package (which remained unopened) for return on 11/05.

UPS attempted to deliver the package to Orogold on 11/17, but it was refused according to UPS tracking records. UPS then considered the package to be "abandoned by both sender and receiver" and was irretrievably disposed of by UPS.

I had filed a dispute with my credit card provider and the charge was temporarily reversed until they received a Chargeback Response from Orogold stating that I "knew of their policy" and to "Please reverse chargeback since customer did not return the product she received". This is an absolute fabrication and is clearly a fraudulent attempt to validate their claim by refusing return of the package. These details are thoroughly documented by the UPS tracking records.

I contacted UPS and was advised that they are unable to retrieve abandoned packages. My credit card provider has now reissued the charge because they will not interfere with or attempt to interpret the company's No Refund policy any other way, and they cannot indict the store for what appears to be fraudulent statements and less than ethical practices. They also stated that only the store has the right to waive their policy in this instance and process a refund.

I am now faced with paying a $2000 charge for products that I do not possess and were disposed of because the vendor refused the return and then claimed that I did not return the product. This was willfully executed by Orogold solely to capture the sale and invoke their no refund policy despite the fact that it was still in their possession and had not been shipped at the time of verbal and written cancellation.

I have no other recourse than to file this complaint.