Couple files complaint with Fla. AG over $6K OroGold sale

HILLSBOROUGH COUNTY, Fla. (WFLA) – The owner of the Brandon OroGold store assured 8 On Your Side earlier this week that he would give some money and possibly products back to an elderly man who felt pressured to charge $6,300 worth of face cream he doesn’t want.

It has been one week since our investigation first aired, and it struck a nerve with viewers who want him to get a refund. The store has a “no refund” policy and refuses to make an exception.

OroGold sold the cream to Bruce Bailor, who is 82 years old and has Parkinson’s Disease and what his family calls, “diminished capacity.”

Bailor says the transaction was so fast, so suave, that he didn’t realize how much it cost. He had bought similar gifts over the years for his wife, he said, and never imagined skincare could cost thousands of dollars. In fact, one item on Bailor’s receipt was $1,800.

The very next day, the couple took the products back the store, and Mrs. Bailor explained her husband’s mental state and that he made a very big mistake.

Hundreds of viewers responded on social media, demanding that store owner Ami Rubin issue a refund.

So today, four days after he promised he would do something to help the couple, we went back to find out what he has done.

Rubin wasn’t there, but I spoke with him on the phone, from the store. He said his lawyer is reaching out to the Bailor’s attorney but has not given anything to them yet. He said he is thinking about giving back half of the money.

When asked why he doesn’t just give all of the money back to send the right message to the angry public, he asked for a glowing story from WFLA, in return.

We continue to give Rubin the chance to make things right.

Rubin said he was the one who sold Mr. Bailor the products and there was nothing wrong with the sale.

“I didn’t do anything wrong,” he said. “I didn’t do anything illegal.”

Social media has not been kind to Brandon OroGold since our investigation aired last week. Hundreds commented that Bailor should get their money back and many called Rubin and left angry messages to let him know.

At this point, the Bailor’s don’t even have the product anymore because they returned it via UPS when Rubin refused to accept it in the store.

The couple disputed credit card charges and got out of one for $1,300 with Master Card, but American Express said, no, because Bailor was in the store and made the purchase.

Rubin said the negative publicity is hurting his business and he is considering giving the Bailors at least part of their money back but not a full refund. OroGold is based in California and Rubin owns a franchise. Company policy is to give no refunds, only exchanges. Rubin said if he changes that policy for Bailor, he would have to do that for everyone.

When asked why he needs such a policy if his products are so good, he said, “that’s the policy.”

OroGold Customer Service, based at its headquarters in California, responded to emails from 8 On Your Side:

“OROGOLD at Brandon Mall is an independently managed retail location and although it is our brand policy to assist in resolving any customer concerns to the best of our ability, any final decisions would be made by the local management.”

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