Complaints

This profile includes complaints for REBAG's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  REBAG

  168 39th St Brooklyn, NY 11232-2549

  
• 

  REBAG

  185 Greenwich St Ste 29 c/o Westfield World Trade Center New York, NY 10007-2383

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/16/2025

  Type:Delivery 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.

  I am writing to file a formal complaint against Rebag for failing to release funds for a completed order, despite the transaction being marked as Paid on July 15, 2025.Background:I sold a luxury item through Rebags platform and accepted their offer.The order was completed, and the transaction status shows Paid on July 15 within my Rebag account.However, as of today, July 17, 2025, no funds have been deposited into my Rebag Wallet. I have checked both the web and app versions, and the balance remains $0.I contacted customer service but received no clear explanation or resolution. This is not the first time Ive used Rebag, and in previous transactions, the payment was reflected in my Wallet within one hour after the order was marked as paid.There is no warning, dispute, or pending verification on my account to justify this delay.Why This Is Unfair:Rebags own system marks the transaction as completed and paid, yet I am unable to access the funds.This lack of transparency and unexplained delay undermines trust in Rebags financial operations and may indicate broader systemic or compliance issues.I rely on timely payments for business cash flow, and withholding funds without explanation is unacceptable.I respectfully request BBBs intervention to investigate and assist in resolving this matter. I can provide screenshots of the order status and communication with Rebags support team if needed.

  

  Business Response

  Date: 07/17/2025

  Good afternoon. 

  We are sorry to hear about this confusion. After reviewing your account now, this payment was already issued to your wallet. Please check again as soon as you can as the funds are there. 

  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:07/14/2025

  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.

  I purchased a purse on Rebag and the strap on the bag broke in less than 2 months. I purchased the bag in the category condition "Very Good". Not only is bag broken but they are now offering the bag for $400 less. Here are the details:* Transaction date 5/4 * Order delivered 5/14 *The purse strap broke on June 29th *Contact the retailer today and told there was nothing they could do but didn't offer any assistance like even where to get it repaired.I would at least like a replacement, credit or money to repair to bag.

  

  Business Response

  Date: 07/14/2025

  Good afternoon. 

  We are sorry to hear about this situation. After reviewing the order we found that this item was properly listed and photos reflected some conditions in the strap handles. It seems after a a couple months of used (and we don't have much information on how it was used) it deteriorated a bit. Unfortunately we are not able to accept a return after two months of use. And the items ** properly listed and condition disclosed. Our **************** team offered to get you a quote based on the current condition (and current market rates) as way to help you. Please let us know if you would like to proceed with the submission order to sell it. 

  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I purchased an expensive used leather bag from the seller. It was listed as in excellent condition (was selling for more than can be purchased brand new).Upon receiving the item, a part of the strap was broken which hinders the use of the bag. The strap is valued at about $500. This was an error on their part as they did not carefully study the item before listing then falsely listed the item. I believe had they known of this defect, the bag would have been hundreds of dollars cheaper. They are only willing to give me $60 or I must return the bag to use as store credit. I do not wish to use store credit as I dont trust their vetting process. I have also traded in an item towards my purchase in the amount of $1060.00. They will not sell me back my bag and again said I must use as store credit. I feel that they have poor customer service and are unwilling to work with their customers for fair compensation/ adjustments for their false advertising of a product. There is a 7 day window for returns and I have tried for 3 days now to reach a reasonable solution that everyone is happy with.

  

  Business Response

  Date: 07/14/2025

  Good afternoon. 

  We are sorry to hear you are not happy with your purchase. Not to worry, it's still within the return period and we will ask our customer service team to send you a return label. After we receive the item and inspect (to confirm its exactly then one we shipped), we can the process the refund. Here is a helpful resource: *****************************************************************************************

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 07/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This resolution isn't satisfactory to me, but the matter has been resolved. I have decided to keep the damaged bag because it will save me money in the end.

  
  Sincerely,
  
  ********* *****
  
  
  
   
  

  
  

• Initial Complaint

  Date:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I sold items to Rebag and cannot access my funds. They put them in your wallet and state you can transfer them out at anytime. I have been trying to get my money for 4 days and it wont transfer. They just tell me to try at 4am in the morning tomorrow. Always tomorrow.

  

  Business Response

  Date: 07/08/2025

  Good afternoon. 

  We are sorry to hear about the confusion. Your funds were already sent to your bank account on July 3, and we have confirmation. We just needed you to complete the security verification email with the code. Thank so much for completing that. 

  Please contact us if we can help with anything else. 

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:07/02/2025

  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.

  I sent my ************* bag into Rebag on 6/16-17 after accepting their price of $905 the acknowledged they received it on 6/19 and place the money in my account. I went into withdraw the money on 7/1 and I received the below responds ****** ********* Jul 1, 2025, 3:52PM EDT ***** ****** ************************ ** *** ****** ** ******** *** ******** **** **** ***** ****** ** **** **** ******* ** **** ***** **** ***** **** **** ********* **** ** **** ***** ********* *** ***** ** *** ***** *** *** ******* **** *** ** ********* *** *** ************* *** ********* *** ** ***** ** *** **** ******** ********** ***** **** I spoke to someone on 7/2 and they told me that because so many people were withdrawing the system failed try later.I did try again and they spoke to someone else who then said its due to security reasons and try again next business day. I asked to speak to a manager but he refused

  

  Business Response

  Date: 07/02/2025

  Good afternoon. 

  We are sorry to hear about this confusion. While reviewing your account we see that you haven't completed the security code verification step to complete the transfer. This is a security requirement. We just escalated this to our customer service manager who will call you later today to support you and see if you might have received this in your spam folder or elsewhere. 

  Thank you. 

• Initial Complaint

  Date:07/02/2025

  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.

  I am filing this complaint due to an ongoing issue with Rebag that reflects deceptive, unethical, and potentially illegal business practices.Rebag initially offered me $865 for a designer handbag that is brand new and retails for over $2,000. I accepted this offer and sent in the item. Once they had the bag in their possession, they lowered the offer, claiming it had flaws. This is completely false. The bag was in perfect condition, never used, and sent in its original packaging. This is a clear case of bait-and-switch. They bait sellers with high quotes, then once they receive the item, they fabricate reasons to drastically reduce the ********* make matters worse, the exact bag I sent is now listed on their website for $2,045. That means I was given just 40% of the resale value for a brand new, flawless item. This kind of predatory pricing model shows their intent to exploit sellers.After reluctantly accepting their reduced offer, Rebag claimed to have issued a bank transfer. They are now claiming a failed transfer but will not provide proof, updates, or an alternative payment solution. Meanwhile, they are actively listing and attempting to sell my item.Rebag is engaging in dishonest, unethical, and possibly illegal practices. If I do not receive full payment immediately, I will be pursuing legal action for deceptive trade practices, fraud, and theft. I demand this matter be resolved without further delay.

  

  Business Response

  Date: 07/02/2025

  Good afternoon. 

  We are sorry to hear about any confusion. While reviewing your order, your order was already processed and paid as quoted. We do have to clarify, this bag was not in mint unused condition. It was in very overall very good condition but it had been used and had some condition that we have to note after inspection "Exterior: minor scuffs, minor creases, minor edge wear | Handles/Straps: minor scuffs, minor creases | Interior: light odor, minor scuffs". That is why it is important to properly state the condition of your item when requesting the quote. Here is a helpful resource for reference: ******************************************************;

  This order was already paid to you on 6/23/25. 

  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  To Whom It May Concern,I am filing this complaint regarding a consignment sale with Rebag. I submitted items for consignment with Rebag and agreed to the payment policy stated at the time, which clearly outlined that payments to the seller would be issued 15 days after the item was sold.According to a Rebag customer service representative ***** I spoke with on June 25, 2025, my item was sold on June 16, 2025. I was informed during that conversation that payment would be issued on July 1, 2025, in accordance with the 15-day payment schedule that was in place when I consigned my items.However, on July 1, I contacted Rebag again and spoke with a representative named ******, who informed me that the policy had changed and that sellers are now paid 25 days after the sale. I was never notified of this policy update, nor did I agree to such a change. Had I been aware of this new policy, I would not have chosen to consign my items with Rebag and would have sought alternative platforms.I am requesting that Rebag honor the original terms I agreed to at the time of consignment and issue my payment immediately, as the 15-day period has passed. I believe it is unfair and misleading to retroactively apply a new policy without proper notice or consent from the customer.I respectfully request that this issue be resolved promptly. Thank you for your attention to this matter.Sincerely,***** ***** Chanel bag consignment #********

  

  Business Response

  Date: 07/08/2025

  Good afternoon. 

  After reviewing your account we can confirm that your consignment has been paid. Please review your wallet. 

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/30/2025

  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.

  I am filing this complaint due to REBAGs complete failure to honor the agreed-upon terms of a consignment transaction, as well as their lack of transparency, failure to obtain consent for critical pricing changes, and refusal to provide a fair ************* November 2024, I consigned a Balenciaga Hourglass Chain Wallet Python Embossed Leather through REBAG with the clear understandingbased on their website and communicationsthat I would receive a minimum payout of $790. At no time was I informed that this payout was part of a fluctuating range or subject to reduction. I did not agree to any payout range, nor did I consent to a lower amount.Without any email notification or my approval, REBAG sold my item and issued a drastically reduced payout of only $373, which was never authorized or accepted. Additionally, the funds were deposited into their internal REBAG Wallet, a form of store credit I never agreed to. I requested multiple times for either the full payout of $790 or the return of my item. REBAG refused both options, repeatedly claiming without proof that I agreed to a range of $490$790, yet failed to provide any documentation of this alleged agreement.Despite escalating the matter in writing multiple times, REBAG has provided no resolution, no evidence of informed consent, and has disregarded my formal requests to honor the original payout or return my item.This is a clear case of misrepresentation, lack of disclosure, and poor business practices in handling a high-value luxury item under consignment. REBAG's refusal to provide documentation supporting their claims or to offer a fair resolution has left me with no choice but to file this complaint.

  

  Business Response

  Date: 07/01/2025

  Good afternoon. 

  We are sorry to hear about this confusion. We've escalated this to our **************** manager who will call you today to explain this in more detail. 

  Have a good day. 

• Initial Complaint

  Date:06/26/2025

  Type:Delivery 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.

  I ordered a luxury handbag from ReBag, which was shipped via ***** with "signature required" delivery. According to *****, the package was marked as delivered just before 5 p.m. on a Monday. However, no delivery was made to my address and thankfully, our home security cameras confirm that no one ever approached our front door at that time.When I contacted ReBag, I was extremely disappointed in their response. Despite providing clear evidence that no delivery took place, their customer service essentially told me that if ***** marks the package as delivered, there's nothing they can do. This is unacceptable for a company selling high-value items.I submitted my security footage to ReBag for review, but they made it clear that I may still be left without a refund or replacement. I also contacted *****, who informed me that ReBag, as the shipper, must initiate the claim or refund ********** is shocking to me that a company dealing in luxury goods is comfortable relying on a delivery process that does not require verified ID or any photographic proof of delivery especially when less expensive retailers like ****** provide door delivery photos even for $10 items.If we didnt have video proof from our doorbell camera, we would be out a significant amount of money. I am deeply disappointed with both the handling of this issue and the lack of accountability from ReBag. Customers deserve better protection and responsiveness when dealing with high-ticket items. I would strongly caution others before doing business with this company.

  

  Business Response

  Date: 06/26/2025

  Good afternoon. 

  We are sorry to hear about this situation. Our team do an investigation with the carrier and the package was delivered to you in front entrance of your property (primary parking as the garage is restricted for truckers and were your door camera is located) see attached. This is the point where the carrier parked and met you for the delivery. We will ask our fraud prevention team to review this one more time with the carrier to see if there is any other detail that might be missing and could change the resolution. 

  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:06/26/2025

  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.

  I sent my Cartier ring and earrings to them on May 15th the day after they sent me shipping label. I sent via ***** during delivery the item got damaged by ***** and ***** said they would handle it. The total was $1,800 that they simply needed a form from Rebag showing I was the seller/shipper. Rebag refused to sign the form saying I was the shipper. ***** was the one paying me for the damages they did to my items not Rebag. Instead Rebag said no and then is now filing the claim themselves and STEALING my money for items I sent to them.

  

  Business Response

  Date: 06/26/2025

  Good afternoon. 

  We are sorry to hear about this. After careful review of your request we are not able to certify what and when was shipped. We never received any of your items. Please send all the receipt, photos and videos of the items being packed to ********************************** so we can help you by asking the carrier to do an investigation. 

  Thank you. 

  Customer Answer

  Date: 07/10/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********* and have determined that my complaint has NOT been resolved because:
  

  
  

  They did not reach out at all. They did not solve it and they claimed the $1,800 from FedEx that is stealing 

  
  

   

  
  

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  Sincerely,
  
  
  
  ******* ******
  
  
  
  
  
  
  
  
  
   
  

  

  Business Response

  Date: 07/14/2025

  Good afternoon. 

  We are sorry to hear about this situation. Our fraud prevention team did a review of your request and declined to provide a certification of what was shipped and when since we never received the items for inspection. After checking with the carrier it is unclear what even was handed to them. Please email ***************** with photos, videos and receipts of what you packed and shipped so we can try to help with a second review. 

  Thank you.