Complaints
This profile includes complaints for REBAG's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 558 total complaints in the last 3 years.
- 216 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/20/2024
Type: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 mailed my ************* bag to Rebag under the pretense they were purchasing it outright for $1,255, and they received it on November 14 2024. On November 25, 2024 I called and was informed my bag did not meet their guidelines and it was being returned to me. I called 3 times checking on the status of my return, and finally received a tracking number for the return on December 18, 2024. I received the package they sent today, December 20, 2024. Unfortunately, the bag I received today is not the original item I sent them. I have attached the photos below of what I sent to them, along with the item I just received today. This item received today is a replica and I want my original item returned to me, or I want to be compensated for the original cost of my item, since this has now become a case of fraud. Committing fraud on a customer is punishable by jail time, fines, restitution, and I have the ability to file a lawsuit as well.
Business Response
Date: 12/20/2024
Good afternoon.
We are sorry that your item did not meet our minimum authenticity and quality standards. As our customer service explained, we are not able to purchase this item or offer it for sale. This is why it was returned to you. Our fraud prevention team has footage and evidence confirming that we returned to you exactly what you sent. Even the photos you submitted for the quotes did not match exactly with the bag you shipped for inspection.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 12/23/2024
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:I have proof of my original purchase, and photos of my bag prior to shipping to you. I also can prove beyond a reasonable doubt that the item shipped to you was 100% authentic and purchased directly from ************* in person, in *********, **. I can also prove beyond a reasonable doubt, that the item returned to me has been altered and is indeed a replica. I am trying to resolve this amicably, but if my original item is not returned to me in the next 10 business days, or I am not compensated for my item, I will seek legal action against your company. I will not sit back and allow your company to defraud me, or anyone else. Please do the ethical thing, and practice good business measures. Defrauding customers is illegal in the **************
Sincerely,
******* ****
Business Response
Date: 12/27/2024
Good evening.
Our fraud prevention team has footage and evidence confirming that we returned to you exactly what you sent. Even the photos you submitted for the quotes did not match exactly with the bag you shipped for inspection. If you send us the incorrect bag for inspection, we are open to evaluate the correct one if you send it to us. Unfortunately there is nothing else we can do for this request.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 12/30/2024
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:I do not appreciate you making a false statement about my bag being inauthentic. I sent you a ************* bag purchased directly from the ************* dealer/boutique. I do not have another bag to send. I have provided you with proof of my photos of the bag I mailed you, and photos of what I received back. Please provide the video footage of you opening my package and showing the contents. This will prove my claim. I am also reaching out to an attorney today on this issue because I will not be a victim of customer fraud by **********************.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ****
Initial Complaint
Date:12/17/2024
Type: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 accepted an offer with Rebag for order ****** and shipped it on 11/11/24. It was delivered to Rebag on 11/13/24. On 11/22/24 I found out my order was rejected and I reached out to find out why and they stated it didnt pass their vetting process but would be shipped back within 7 business days. I reached out again 11/27/24 and was told to wait 10 business days before it shipped. I reached out again 12/3/24 and was told it had gone over the time and they were submitting a ticket to the warehouse ticket #*****. I reached out several times after that with no response. On 12/10/24 **** responded it would be shipped out that week. On 12/12/24 she responded with would be shipped by 12/13/24. On 12/17/24 I reached out again and was told it was being escalated yet again. I would just like my bag returned or paid for the bag.Business Response
Date: 12/18/2024
Good afternoon.
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 shipped back to you via ***** under tracking ending on *****. For security reasons, the full tracking and shipping details were sent directly to the email in the account.
Please contact our customer service team is we can assist with anything else.
Initial Complaint
Date:11/20/2024
Type: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 a Chanel bag on Rebag's website, order #******, on 05/31/2024 and I shipped it to them on 06/07/24 using the ***** label that was provide by Rebag tracking *************** was marked as delivered the 06/11/24 at 9:46 AM as we can see on ***** tracking.On 06/18/24 I contacted Rebag to know when I'll get the $3,950 promised for the sale of the Chanel handbag. I get a response the same day saying that they will investigate to make sure the warehouse can confirm if Rebag received my item.Following a lot of email exchange between I and Rebag without any real information, I got a response on 07/18/24 saying that fortunately they were not able to refer this over to ***** as we they said they never received the item I shipped and they will not be able to help me more further. The tracking is clearly saying that they received the package with my Chanel bag in it. I found now myself without the money of the sale and neither my Chanel bag.Business Response
Date: 11/20/2024
Good afternoon.
We are sorry to hear about this. Thank you for your patience. Our fraud prevention team and ***** investigated this case. Both teams concluded that this shipping tracking number was shipped in a sealed small plastic envelope which arrived on our premises sealed. Upon opening the envelope, we found that it was filled with several **** paper envelopes. The plastic envelope could not have fit safely the item we quoted. Unfortunately, we are not able to assist with this request any further due to our security and fraud prevention policies. This investigation was concluded last June and results share with you.
Please contact our customer service team if we can assist with any other request.
Initial Complaint
Date:11/19/2024
Type: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 agreed to sell a Chanel clutch handbag to Rebag for ******* I mailed my item off and Rebag received my item on November 6th @ 9:27am and signed by employee ***. Their policy is payout 5-7 business days. It is now day 10 and I am still waiting for my payout. I honored my end and mailed my item promptly and accepted the agreed price for compensation. Rebag still has not paid me for my item which they have in their possession. **************** doesnt have a clue and just try to buy time.Business Response
Date: 11/20/2024
Good afternoon.
Your order ending on *** was completed and the paid directly to your wallet already. The confirmation was sent directly to the email in the account for security reasons.
Please contact our customer service team if we can help with anything else.
Customer Answer
Date: 11/22/2024
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.
Dear BBB,
Since my initial complaint against Rebag, there has been movement. On Wednesday November 20th, Rebag contacted me regarding my payout which was finally being resolved. Thursday November 21st, the agreed funds were wired into my account. The matter has been completed and resolved. Mind you, Rebag states on their website that the consumer receives payout 5-7 business days. Rebag received my item on November 6th, and I received my payout on November 21st(11business days/ 16 days total).
Regards,
*** ******
Initial Complaint
Date:11/19/2024
Type: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.
Subject: Complaint Regarding Refused Bag - Request for Resolution Dear Better Business Bureau,I am writing to formally lodge a complaint against Rebag for their failure to return my bag after they refused my item.Order ID: #******** On October 31, 2024, I received an email from Rebag advising that it would take 10 days for the bag to be returned to me after they refused my item. However, as of today, November 18, 2024, I have yet to receive my bag. This delay has caused me frustration and inconvenience, and I have received no further communication or updates regarding the status of the return.I am requesting one of two resolutions:1.Rebag immediately returns my bag to me.2.Rebag compensates me the quoted amount of $615.I kindly ask for your assistance in resolving this matter promptly, as I have not received adequate support directly from the company.Thank you for your attention to this matter. Please feel free to contact me should additional details be required.Sincerely,********Business Response
Date: 11/19/2024
Good morning.
We are sorry that your item did not meet our minimum standards. Thank you for your patience. Unfortunately we are not able to purchase this item or offer it in any of our channels. It has been shipped back to you via ***** under tracking ending in *****. The full tracking and shipping details were sent directly to the email in the account for security reasons. Please contact our **************** team if we can assist you with anything else.
Have a good day.
Customer Answer
Date: 11/22/2024
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:11/14/2024
Type: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.
Accepted a 'trade' offer to send a bag I owned to them for a credit towards the purchase of a new bag. I was required to ship my trade within 3 days. Their commitment is that once received, there is a 5-7 business day turnaround. They've now had my trade item 10 days and it's been 8 days since the '5-7' period started. They claim the vetting process is taking longer. The trade item I sent still had the original Rebag tag so therefore it seems the process would not take longer than the committed timeframe. I've called, emailed and keep getting the response of 'it will be 48 hours more'. I've asked to cancel but they said it will take 10 days to refund my money. They are holding up quite a bit of my money without upholding their time commitment/policy.Business Response
Date: 11/15/2024
Good afternoon.
We are sorry to hear about this confusion. Thank you for your patience. Your trade order ending **** was completed (After we received and inspected the item you traded) and shipped via ***** under tracking ending in ****. 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.
Have a good day.
Initial Complaint
Date:11/12/2024
Type: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 offered an item to Rebag a very expensive bag (order ******). Rebag buying department ask me for more pictures in order to see condition and give the most accurate quote. I sent a total of 30 (thirty) pictures. Quote was given and I accepted it. I dropped the bag at Rebag Boutique in (*****), had to do that because labels Rebag provide for shipping, amazingly, are not insured. What means if an expensive item is lost, nobody will pay for that. Item was revised and received, updated in the system as received and ask to wait 5 business days for the vetting process. It took 3 (three) full weeks (21 days) to have an answer. The answer was item was rejected because was "not within Rebag's guidelines" With no further explanation, despite it was asked from our end. I perfectly understand it's up to Rebag if they buy an item or not an item; however I never expected this item would be rejected after I sent so many pictures from all angles in order to get an accurate quote. Also item is 100% authentic and condition is excellent, much better condition than many bags (same model and brand) Rebag is currently selling. Today It's been 8 days since item was rejected and I'm still waiting for the return, so I can go to pick it up. This full transaction so far is taking over a month and it seems it's going to pass another 2 weeks for me to pick my item up. A total waist of time, an awful transaction and it's not over yet. despite a lot of communication, Rebag just doesn't care! 1. Took 3 weeks for the vetting process when according to Rebag's policy shouldn't be longer than five business days.2. Rebag uses labels what are not insured (Total risk for the seller).3. Despite many communication about returning item fast (due to its value) not a positive answer I obtain after eight days.4. it's not over yet. I don't know what else to wait from Rebag.5. They don't follow their own handling time or policies.Business Response
Date: 11/13/2024
Good afternoon.
We are sorry that your item did not meet our authenticity and quality standards. Thank you for your patience. Unfortunately we can't purchase this bag or offer it in any of our channels. It was shipped back to our Florida store today so you can pick it up tomorrow. Please contact our customer service team if we can help with anything else.
Have a good day.
Initial Complaint
Date:11/10/2024
Type: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 contacted Rebag in the hopes of selling two ************* bags via their website. The buy-out offer they gave me was $515 for my ********************** Accessoires Monogram Canvas bag, & $235 for my ****************** Voyage Pouch Monogram Canvas GM Document Portfolio. On 09/09/2024, I accepted & sent Rebag my items (Order ID#******/1 - LV Monogram **************** ID#******/2 - LV Document Portfolio). On 09/18/2024 Rebag emailed that my items were received, & to please allow 5-7 days ********************* On 09/19/2024, a "Submission Update" email from Rebag stating "We are unable to purchase your ************ will be shipped back to you within 10 business days. Your items were rejected for the following reason:"Not within our internal guidelines". 10/03/2024 they emailed the details for my items being returned via ****** Tracking#:************. Once received on 10/08/2024 i opened the return box & found only one of the bags was, in fact, mine. The smaller, more expensive, LV Pochette bag was not returned to me. Instead, a cheap replica bag that only slightly resembled mine had been sent in its place. I contacted Rebag, first by phone, immediately after receiving & opening the box. I was hung-up on after two seperate attempts to speak with customer service & inquire about "my" bag. So I drafted a detailed email that explained the situation & complied with Rebags request for me to providers pictures of both my bag & the imposter bag. On 10/16/2024 I received an email that read: "Thank you for your patience as you awaited a response from us. After further review & investigation, we can confirm that the incorrect item was shipped. A return label has been attached for you to ship the item back to us. Once we have received the item, we will have the correct item shipped back to you." I again complied & sent them back their bag as asked. However I have still not received back my ************* Pochette bag & now i am unable to get a response from Rebag whatsoever.Business Response
Date: 11/12/2024
Good morning.
We are sorry that your item did not meet our minimum standards, thanks for your patience. It has been shipped back to you today via ***** under tracking ending on *****. The full tracking and shipping details have been sent directly to the email in the account for security reasons. Please contact our customer service team if we can help with anything else.
Have a good day.
Initial Complaint
Date:11/07/2024
Type: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 10/15, I used Rebag Trade to buy a Hermes Birkin bag priced as $11115.52. [Detail: $12805 (list price) + $668.7 (trade tax) - $640.25 (R+ price reduction) - $1824.71 (discount) + $106.78 (tax)] (proof attached in pic1). I traded 15 items (trade-in value is $9585) plus my Rebag credit $1530.52 to purchase Hermes bag (so total I paid is $9585 + $1530.52 = $11115.52). (proof attached in pic1). Then I shipped my 15 items to Rebag. On 10/31, Rebag adjusted values of my trade-in items, and asked me if I take their offers. I accepted 8 and declined 7 of them. It means they need to return 7 items back to me. Meanwhile, 8 Accepted items are valued as $6445, so I paid extra $3140 to finalize the trade of $11115.52 Hermes bag ($6445 + $3140 + $1530.52 = $11115.52). The 8 items I accepted to trade with Rebag are - Versace Mudusa Slingback ($265)- ***** Soho bag python ($700)- Bottega Veneta Acro Tote ($815)- ***** Rajah Tote ($1265)- LV Utility bag ($1220)- Saint ******* **** bag ($915)- LV Baggy denim bag($675)- ***** Zumi bag ($590).All 8 items values can be added up to exactly $6445 (detail: 265+700+815+1265+1220+915+675+590 = $6445), which is same as my final trade-in value for Hermes Birkin bag ($6445 + $3140 + $1530.52 = $11115.52).But now Rebag system mistakenly included my another item Versace Medusa Aevitas Platform, and valued it as $225. They claimed that I traded in 9 items instead of 8, and refused to return me this versace shoe. This doesn't make sense, if this item is included, total trade-in value should be $6670 (265+700+815+1265+1220+915+225+675+590 = $6670) (proof is attached in pic2). But I already paid $3140, it means I paid $3140 + $6670 + $1530.52= $11340.52 for this Birkin bag. It's wrong because the Birkin price is $11115.52. Hence, I kindly request Rebag to return my Versace Medusa Aevitas Platform, or refund me $1858 if they want to take my shoes, because this shoes is brand-new with tag, and retail price is $1858.Business Response
Date: 11/09/2024
Good morning.
We are sorry that a group of your items did not meet our minimum standards to complete your trade order. Thank you for paying the difference. The new item was delivered to you and as you discussed yesterday with our customer service manager you want to keep it. As for the 7 items you wanted to trade in and we had to reject, they were shipped back to you via ***** under tracking ending on *****. The full tracking and shipping details were sent directly to the email in the account for security reasons. Please contact our customer service manager if we can assist you with anything else.
Have a good day.
Initial Complaint
Date:11/05/2024
Type: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 was told by rebag that since this submission didnt meet their guideline they will be sending the bag back I stil didnt receive the bag back Please send it to *********************************************Business Response
Date: 11/05/2024
Good afternoon.
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 ***** 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.
Have a good day.
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