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:02/17/2025

  Type:Service or Repair 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.

  What kind of business asks for this stuff for a $600 purchase. ???? FRAUD. And SCAMMERS. Their customer service people sound like they are working from home and collecting the information and probably selling the information. I would like the company to stop this practice of asking this stuff as I am not the first ****** they asked this. Also, I would like my credit monitoring paid for for at least 5 years.

  

  Business Response

  Date: 02/18/2025

  Good morning. 

  We are sorry to hear about this situation. Thank you for your patience. Our fraud prevention team will contact the account holder directly to address any questions. For security reasons we are not able to discuss fraud related matters on public forums. 

  Thank you for understanding. 

  Customer Answer

  Date: 02/19/2025

  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 have not contacted me and I would like to have lifelock paid for as they have asked for private information over the internet in an email. See email above. This practice should not be allowed in any business. 

   

   

   

   

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

  
  Sincerely,
  
  ****** ********-******
  
  
  
  
   
  

  

  Business Response

  Date: 02/20/2025

  Good afternoon. 

  Our fraud prevention team has attempted to contact you without success. Please contact our customer service team when you can so we can assist you. For security reasons we do not discuss this requests on any public forums. 

  Thank you. 

  Customer Answer

  Date: 02/22/2025

  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:

  [Your Answer Here]

  They have not attempted to contact me by email, text, phone, or even mail. They are liars. I will not call this awful place. They can contact me and not lie about it. 

   

   

   

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

  
  Sincerely,
  
  ****** ********-******
  
  
  
  
   
  

• Initial Complaint

  Date:02/16/2025

  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.

  2/3/25 Agreed to a trade with Rebag. Trading my authentic ************* ******** ** in excellent condition for a ********************** MM. The order number assigned was #******/1. Rebag agreed to pay $1195 to purchase my bag. I received a prepaid label to ship my bag to Rebag. I shipped the bag via ***** next day. I received an email on 2/7/25 from Rebag that they received my items. I then received another email dated 2/7/25 stating that Rebag is not accepting the bag I sent because it is "not within our internal guidelines" and instructing me to pay them $1261.48 to still purchase the bag I wanted to trade for (******** **). I immediately attempted to contact Rebag via their chat on the website, by phone and via email. I was finally able to reach someone by phone on 2/10/24 and was told they could not authenticate my bag I instructed the representative that I would no longer be purchasing nor doing any business with ************************* bag is 100% authentic, I have the receipts and proof of authenticity for it. I requested to be called back That never happened. I sent multiple emails requesting my bag be immediately sent back to me with tracking. It has now been weeks since this started. My authentic, very valuable bag with dustbag and luggage tag is floating somewhere who knows where, being handled who knows how, and no one can give me an explanation of why this mistake was made, nor where my bag is Rebag has essentially stolen a bag worth $1800 (based on their prices) Upon searching online for advice; help with recourse to protect myself in this situation; looking for management contact details, etc, I've come across HUNDREDS of reviews on scams, illegal activity, and terrible customer experiences with **********************. I have filed complaints with the BBB, CFPB, FTC and my next step will be to initiate legal action.I believe they have scammed me, now owe me either the bag in the perfect condition it was in, a suitable replacement, or the money they agreed to pay originally.

  

  Business Response

  Date: 02/17/2025

  Good morning. 

  We are sorry that your item did not meet our minimum standards. Unfortunately we are not able to purchase this item or offer it for sale. It has been returned back to you via ***** under tracking ending on 1800. For security reasons the full tracking and shipping details were sent directly to the email in the account. 

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

  Customer Answer

  Date: 02/19/2025

  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:

  [Your Answer Here]

   

  I have not received my bag back nor compensation.  

   

   

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

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

  

  Business Response

  Date: 02/21/2025

  Good morning. 

  We are sorry that the carrier was delayed and couldn't find you to make the delivery. Our team went ahead and contacted the carrier so they can reach out to you to attempt redelivery of your rejected item. 

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

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair 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 Against Rebag for Mishandling and Damage to My Item Dear Better Business Bureau,I am writing to file a formal complaint against Rebag regarding the apparent mishandling of my item and the resulting damage it sustained while under their care.I recently sent a designer bag to Rebag for evaluation and potential sale. After their review, they returned the bag to me, stating that it had been repainted and was therefore not eligible for purchase. Upon receiving the bag, I immediately noticed and reported that the leather at one corner was peelingdamage that was not present when I initially shipped it, nor was it mentioned by Rebag after they review it.When I contacted Rebag about this concern, they denied any responsibility, citing their Terms and Conditions: Rebag is not responsible for loss or damage during transit once the item has left our facility. While I understand their policy regarding transit-related damage, The nature and location of the peeling suggest it can not be caused by normal transit. It is my belief that this peeling is more likely occurred due to mishandling while the bag was still in Rebags possession. I entrusted Rebag with my item in good faith and expect them to be accountable for any damage incurred while under their supervision. I have attempted to resolve this matter directly with Rebag; however, they have thus far refused to accept responsibility. Therefore, I am seeking the assistance of the Better Business Bureau to mediate this issue and ensure Rebag addresses the damage fairly.Sincerely,

  

  Business Response

  Date: 02/14/2025

  Good morning. 

  We are sorry that your item did not meet our minimum standards. One of the challenges with this bag is that it has been repainted to conceal its heavy use and wear. We did a zoom in the photos you shared to show the different repainting marks in the bag. The peeling you show are not damages. This is due to the repaint done before to this bag. Unfortunately we are not able to purchase this item or offer it for sale. Thank you for confirming that you received your rejected item back. Here is a helpful resource to properly declare the actual condition of your item when requesting a quote: ************************************************

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

  Customer Answer

  Date: 02/18/2025

  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:

  [Your Answer Here]

  I understand and have no issue with that Rebag cannot purchase my bag, but I must express my frustration regarding the condition in which it was returned. Despite having shipped it to you with both a Chanel dust bag and bubble wrap, it was sent back to me without either protection( the dust bag is missing). Its disappointing and surprising to see that my meticulous care in packaging the bag was not respected.
  I acknowledge the bag was repainted in the past, but the attached photos clearly show it was in far better shape before it left my hands. Now, I find it in worse condition and I believe the shipping and handling played a significant role. Frankly, I expected better from a reputable service like Rebag.
  
  Sincerely,

   ****

   

   

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

  
  
  
  
  
  
   
  

  

  Business Response

  Date: 02/21/2025

  Good morning. 
  

  Thank you for confirming that your bag was repainted. That is the reason for streaks and peeling present in the bag. Unfortunately that is one of the reasons we are not able to accept the bag. 

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

• Initial Complaint

  Date:02/10/2025

  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 submitted an item and they quoted me $1500 for the bag I sent the bag in. They came back and offered me $1100 for the bag. I clicked on the do not accept offer and they still said I accepted the offer when I didnt I asked them to return and they replied no

  

  Business Response

  Date: 02/11/2025

  Good morning. 

  We are sorry that your item did not meet our minimum standards. Thank you for your patience. It has been shipped back to you via ***** under tracking ending in *****. For security reasons the full tracking and shipping details were sent directly to the email in the account. 

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

• Initial Complaint

  Date:02/05/2025

  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 writing to file a formal complaint against Rebag regarding an unexplained discrepancy in my consignment payout. Despite multiple attempts to resolve this matter with Rebags customer support, I have not received a clear or satisfactory explanation for the difference between the payout amount stated in their report and the actual amount ******* item was consigned to Rebag and it was sold. According to the payout report provided by Rebag, my payout was explicitly listed as $4,322. However, I only received $4,112. This represents an unexplained $210 discrepancy.Attached is a screenshot of Rebag's consignment payout report, which clearly lists my payout as $4,322. The report outlines the item price reductions, promotions, and commissions, all of which were accounted for within the $4,322 figure. Based on Rebags ******************* no additional fees, deductions, or adjustments should apply unless prior notification is provided.Rebags response has been unsatisfactory, as they merely stated that the payout falls within the agreed range, without addressing why the report explicitly lists $4,322 as the payout. They have confirmed that no additional commission, fees, or adjustments were applied, making this discrepancy even more troubling.I requested an itemized breakdown of the $210 discrepancy, but Rebag has avoided providing a clear answer regarding the $210 discrepancy. Instead, Rebag credited the $210 to my Rebag Wallet without any explanation or notification. This lack of communication and transparency is unprofessional and concerning.I believe Rebags behavior demonstrates deceptive and misleading practices which warrant further attention from the BBB. I am concerned that this lack of transparency is not an isolated incident and may be affecting many other consumers. I urge the BBB to monitor Rebags business practices and take appropriate actions to prevent harm to others.

  

  Business Response

  Date: 02/07/2025

  Good morning. 
  

  We are sorry to hear about this confusion. Thank you for your patience. To confirm, the actual consignment payout was $4,111.66, which is well within the payout range we provided. We then issued right after a bonus credit of $210 that you get as a Rebag+ member. Both are posted in your account as you've confirmed and total $4,322. 

  Here are some helpful resources on consignment and Rebag+ membership: 

  **************************************************************************************

  ********************************************************************************************************

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

• Initial Complaint

  Date:02/05/2025

  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 sent items into Rebag and this was on January 17th that they received it. They claimed the condition didnt meet their expectations so they wouldnt allow me to trade or they didnt want to buy even though I sent in pics . I still have not received a shipping notification for my items to be returned on both orders. My friend got her items shipped back before me and she sent them after. I have been gaslighted by this company so many times to just wait only to have been right. Its definitely personal and once this is all over Ill close my account. But for now give me what I am owed.

  

  Business Response

  Date: 02/07/2025

  Good morning. 

  We are sorry that your items did not meet our minimum standards. Unfortunately we are not able to purchase them or offer for sale. They have been returned to you via ***** under trackings ending on ***** and *****. For security reasons the full tracking and shipping details were sent to the email in the account. 

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

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  Gaslighting me after misinforming me is not an acceptable response. From the looks of the reviews, complaints and videos on your site-- it's clear that this company is crooked. No one will meet your supposed "standards" despite you selling over priced luxury that is in bad condition and then telling everyone they don't meet your standards.

  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:

  [Your Answer Here]

   

   

   

   

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

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

  

  Business Response

  Date: 02/12/2025

  Good morning. 

  We are sorry you feel that way. But we cannot purchase these items nor offer them for sale, now or in the future. That is why we've had to reject and ship them back to you. 

  Please contact our customer service team if we can assist with any other items or matter. 

• Initial Complaint

  Date:02/05/2025

  Type:Sales and Advertising 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 in two bags to Rebag and they lowered the offer on one and declined to buy the other citing wear on the neverfull. I sent in detailed pictures of this bag so from the pictures I dont understand why you wouldnt just decline based on the pictures. The representative said corner wear was the issue saying that there wasnt that big of a tear but then said the corner had tears. This neverfull was clean with light signs of the usage which was acceptable based on their terms and I photographed that. Im worried this company is lying and replaced my bag with a damaged one. I have original pictures of my bag with the date code but dont know if its allowed to post here. This was my first time trading and will definitely be the last.

  

  Business Response

  Date: 02/05/2025

  Good afternoon. 

  We are sorry that your item did not meet our minimum standards. Thank you for your patience. After careful inspection of the bag by our experts confirmed that the condition was not as original stated in the quote request. Here is a helpful resource on how to properly state the condition of an item when requesting a quote: ************************************************

  This item has been shipped back to you via ***** under tracking ending in *****. The full tracking and shipping details have been sent directly to the email in the account. 

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

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair 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 sold I sold 5 items to rebag with a promise of one day direct deposit. I try many times to put in my account information and it kept telling me my account was wrong, which it wasnt. Finally it told me they would resolve the issue the next buisness day. I waited 4 days and the issue was not fixed. I contacted them many times and was never given any other answer besides we are working on resolving the issue. They wouldnt even tell me the issue and when I asked to speak with a supervisor 4 times they didnt reach back out to me. I have tried everything to get my money and I am left with no other option but to get you guys involved.

  

  Business Response

  Date: 02/04/2025

  Good afternoon. 

  We are sorry to hear about this. Thank you for the patience. This has been escalated to our *************************** team and they will you today and assist with this. For security reasons, this has to be done on a secured line with our support team. 

  Have a good day. 

• Initial Complaint

  Date:02/02/2025

  Type:Billing 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.

  On Jan 11, 2025, I tried contacting Rebag as they did not pay me the $234 I was owed for selling a product on their website. The transfer was supposed to go through on Jan 5, 2025. After multiple attempts to resolve the issue with them, it was clear they had sent my money to the wrong account and/or kept the money to themselves. They were unable to help me further. Here is the information they provided where they allegedly sent the money:Transfer ID* ************************************ Individual ACH ID: ********* Destination trace ID: *************** They said they can only see the last 4 digits of the account and routing number which were**** * ****.Please pay me the $234 I was owed that they stole from me.

  

  Business Response

  Date: 02/03/2025

  Good afternoon. 

  We are sorry to hear about this. Thank you for your patience. After careful review of the order we can confirm that the payment was sent to the account you entered at payment check out for this submission. Routing and account number is something that you enter on your end and we are not able to see anything else other than the last few digits as the information is encrypted. For security reasons our customer service manager will call you and review this with you in more detail. 

  Have a good day. 

  Customer Answer

  Date: 02/04/2025

  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:

  [Your Answer Here]

  After multiple attempts to work this out with the business, Rebag has failed to help me or provide a recourse for giving me the money I am owed. Without the full account number they sent the money to, I am unable to trace it with my bank. If it was routed to the wrong person, it should've been sent back to Rebag so they could give me the $234 I am owed. They have not done so after multiple attempts to reach out. I am owed $234 by this company.

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

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

  

  Business Response

  Date: 02/05/2025

  Good morning. 

  We are sorry to hear about this confusion. Our fraud prevention team confirmed that the funds were sent to the account number and routing you entered in the encrypted requested. Unfortunately we do not have access your account number and cannot retrieve the funds from your personal account. 

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

  Customer Answer

  Date: 02/06/2025

  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:

  [Your Answer Here]

  The company refuses to pay me for the money owed and won't provide the necessary information for me to trace it with my bank.

   

   

   

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

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

• Initial Complaint

  Date:01/31/2025

  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 filing a complaint against Rebag for failing to process my trade-in correctly, withholding my payment, and refusing accountability for a missing item.On January 9, 2025, I traded in a Chanel Side Packs Crossbody Bag and a ******************** T True Ring 18K Yellow Gold (Narrow) to purchase a new item. Rebag valued the ring at $585, and I also paid $731.74.On January 20, Rebag claimed they only received the bag. I immediately responded, confirming both items were shipped together. Since then, I have followed up multiple times (January 22, 27, 28, 29, 31 via chat and phone).Rebag has stalled my case, repeatedly asking for 1-2 more days. On January 31, they admitted their warehouse disposed of the packaging before completing an investigation. Later that day, a phone agent told me to check with ***** and prove I had sent the ring, despite Rebag confirming receipt of my package.For over three weeks, my payment has been held, and my order remains unshipped.Request for BBB Intervention I request that BBB:Hold Rebag accountable for my missing item and honor the $585 trade-in value.Ensure Rebag processes my trade-in, releases my payment, and ships my order immediately.Require Rebag to provide a written policy on missing items and accountability.

  

  Business Response

  Date: 01/31/2025

  Good afternoon. 

  We are sorry to hear about this confusion. Thank you for your patience. The reason why your trade order ending on **** hasn't been completed is because after inspecting the Chanel bag you sent our team confirmed it is not in the condition you originally stated. The bag has strong wear and discoloration. That is why the quote was adjusted and is pending your approval for the difference. Here is a helpful resource on condition guidelines when requesting a quote. Our customer service manager will call you to help with any further questions you might have. 

  Have a good day.