Complaints

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• Initial Complaint

  Date:20/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  please see the attached 4 receipts which the store gave me in a different time. First one which is marked #1 was the one the store gave me during my purchase. The receipt # 2-4 was given after I filed this complaint. As I said before that I don’t mind pay extra price for buying an authentic ****** bag. However, there are issues still remain concerned: (1).For the same item receipt, the store two different sale person gave me totally 3 different one. #1 didn’t has date at all. #2 had year on it. # 3 has date as well but with different cross marks.  I am wondering how do you can have 3 different version of the modified original receipt. The original suppose only has one and your store should has only one standard modified receipt to customer, right? ( 2). The one I bought supposed has “***** 25 “ showing on the receipt as the store gave me the receipt#4 as their comparison not alike the receipt which I received without showing the size “25”.  The store left message later on admitted to me that there is a mistake for the description about the  size on the receipt. How can a reputable store ****** make a such mistake for a very expensive bag?? (3). There is no tag attached for the bag as well. There should be one if it is brand new and has new red used as the store told me.  
  

  p.s. the 4 receipts can not be attached as indicated on the top mesaage. I don’t know why maybe type?  Can you sen dit via a different way? Email etc? Thanks
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

  horized place for doing verification of any ****** bags in Canada; and I can bring the receipt and the bag to ask any ****** store for clarification. After that, I did ask a sales person in ****** Canada store, she said the description look alike is a size mini ***** not size 25. And also the store receipt is different than this for description. So I reached out the Rome Station’s three different sale ppl right away for last two days for either a clear original receipt copy proof or a refund. But they denied it and still state that all of their resale ****** bags are real.
  

  Business Response

  Date: 21/03/2024

  Dear Ms. ****,
  
  We sincerely apologize for any confusion and inconvenience you have
  experienced. At Rome Station, we are committed to the highest standards of
  service and the authenticity of the luxury goods we offer. We understand the
  importance of your investment in a ****** ***** 25 ******* ****** ** ***** bag
  from our store, and we want to ensure your satisfaction and confidence in your
  purchase. In response to your concern, we wish to clarify the following points:
  
  1. Our invoice provided at the time of purchase includes comprehensive details
  about the item sold, such as the brand name, style, size, leather type,
  hardware, and the ****** serial number, which matches the engraving on the bag.
  This, along with our store policy stating, “All items are authentic guaranteed.
  All sales and deposit are final. No Refunds or Exchanges for All items,” was
  made clear.
  
  2. It is important to note that the purchase was made from Rome Station and NOT
  directly from ******. Therefore, our store receipt is your FORMAL PROOF OF
  PURCHASE.
  
  3. As per our guidelines, we do not distribute ******' original purchase
  receipts in order to protect the privacy and security of the original buyer. It
  is not our practice to provide the purchasing receipts from our acquisitions.
  At the time of your purchase, there were no objections raised regarding this
  guideline. Requesting such a receipt one or two days post-purchase is not
  aligned with our established terms, which were communicated clearly at the
  point of sale.
  
  4. By signing the purchase receipt, you acknowledged and agreed to our store's
  policy, fully understanding the terms of your purchase.
  
  5. Our team has gone above and beyond, offering extended support to address
  your queries promptly, even outside regular business hours.
  
  6. Regarding the request for a refund based on dissatisfaction with the
  duplicate ****** receipt, our policy clearly states that all sales are final,
  and refunds or exchanges are not offered.
  
  To further assist you, we have suggested several reputable services where you
  can verify the authenticity of the bag, with options both within Canada and
  internationally. These services can provide an additional layer of assurance
  regarding your bag's authenticity and specifications:
  
  Rome Station ($89 CAD, same day result with certificate) **************************
  
  ******** ($150 USD, 48-hour result with certificate) ********************
  
  *********** ($55 USD, 2-hour result with certificate) ************************
  
  Rome Station proudly offers a lifetime authenticity guarantee. With 13 years of
  business excellence, we have maintained a stellar reputation in providing
  authentic merchandise, without a single refund issued over authenticity
  concerns.
  
  We understand the importance of customer satisfaction and trust in maintaining
  our reputation and are committed to ensuring a positive experience for all our
  customers. Should you have any further questions or need additional assistance,
  please do not hesitate to reach out to us.
  
  Thank you for your understanding, and we hope to have the opportunity to serve
  you again in the future.
  
  Sincerely,
  
  Customer Service Manager
  Rome Station

  Business Response

  Date: 27/03/2024

  Please read our previous response closely, as
  many of your concerns have already been addressed there.
  
  Once again, our transaction is the sale of a bag, NOT the receipt. The primary
  product is the item itself. The receipt from Rome Station serves as your FORMAL
  PROOF OF PURCHASE.
  
  Our sales team has gone above and beyond by providing you with a duplicate copy
  and pictures of the original purchase receipt. This is not something we are
  required to do, yet we did so in an attempt to ensure your satisfaction and
  confidence in our products.
  
  Regarding the naming conventions used by ****** on their receipts, it is
  important to understand that these are beyond our control and vary from store
  to store. We assure you there has been no mistake in the representation of your
  item.
  
  In conclusion, the reasons presented for requesting a refund are not
  acceptable. It was imperative for these considerations to be thoroughly
  evaluated prior to making your purchase, not retrospectively. By affirming the
  terms — “All items are guaranteed authentic. All sales and deposits are final.
  No refunds or exchanges for any items. Please examine your items carefully and
  acknowledge this policy before your purchase” — you explicitly agreed to our
  clear and non-negotiable policies.
  
  Thank you for understanding our position. We truly value your business and hope
  to address any future concerns more to your satisfaction. If you have any other
  questions or need further assistance, please don't hesitate to contact us.