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.
- 215 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:10/31/2024
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 shipped an Hermes necklace to them because they were going to buy it for $245. On 10/11, after receiving the necklace, they rejected it. The item is supposed to be shipped back to me within 7-10 business days. I have not received the necklace back as of today and have not heard back from them regarding the emails I sent them. I would like my necklace back since they did not buy it. They cannot keep it.
Business Response
Date: 11/01/2024
Good afternoon.
We are sorry that your item did not meet our authenticity or quality standards. Unfortunately we are not able to purchase this item nor offer it for sale on any of our channels. It has been returned via ***** under tracking ending in *****. The full tracking and shipping details have been sent to the email in the account. Please contact our customer service team if we can assist with anything else.
Have a good day.
Customer Answer
Date: 11/05/2024
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.
I have received my necklace back. You can close this case. *********
****** ******
Initial Complaint
Date:10/30/2024
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 submitted my ***** bag for consideration september *******,got an ******** arrived to them september 30,******* bag sat there until they acknowledged it oct 7,it was alleged to take a week to evaluate it.I reach out to them several times but after me reaching out on oct 15-i was told my bag was rejected and they have 10 business days to send it back.that date has come and gone.I want my purse back.i reach out to them today and they keep saying they will escalate it to the proper person-if you rejected my bag-send it back to me,i keep getting the runaround.i have all email correspondence if needed.Business Response
Date: 10/31/2024
Good afternoon.
We are sorry that your item did not meet our minimum standards. Thank you for your patience. Our team has shipped it back to you via ***** under tracking ending *****. 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 you with anything else.
Have a good day.
Initial Complaint
Date:10/30/2024
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 dropped off my fine jewelry at Rebag on 9/25 and did not receive an update until I called customer service multiple times. Finally, on 10/17, I was informed it had been refused. Today is 10/30, and they still havent shipped it back. A complete waste of time.Business Response
Date: 10/30/2024
Good afternoon.
We are sorry that your item does not meet our minimum standards. Thank you for your patience. It was 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 if we can help with anything else.
Have a good day.
Initial Complaint
Date:10/29/2024
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 shipped two used ************* handbags to Rebag to sell and after close to two weeks, they said the bags werent in good enough shape to purchase so they agreed to ship them back to me. Their regulations state that once they decided the bags werent approved to be purchased, they would ship them back to me within ************************************************************** their warehouse is backed up and havent sent my bags to me.Business Response
Date: 10/30/2024
Good afternoon.
We are sorry that your items did not meet our minimum standards. Thank you for your patience. They have been shipped back to you via **** under tracking ending on *****. 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.
Have a good day.
Initial Complaint
Date:10/29/2024
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.
5/16/2024 I sold my Chanel bag to the rebag for $1000. I dropped off the bag to ***** on 5/17 #************. I checked the Fed Ex site and the bag was received by the Rebag on 5/22. The bag has never been marked received by the Rebag and no funds have been received. Every attempt to call the Rebag's customer service I get disconnected. An email was sent as well.I have no idea what to do next.Business Response
Date: 10/29/2024
Good afternoon.
We are sorry to hear about this confusion. Thank you for your patience. While reviewing your order, the package was shipped to Rebag on 10/18/24 and delivered on 10/22/24. IT was scanned into our facility and now the package has to be opened to confirm what we received and the go through the full inspection before we can confirm the purchase. These process can take up to 7 business days as stated in the order confirmation. Here is another helpful resource: *********************************************************************************************************************************** on the processing time. Your order should be processed by 10/31/24. Please contact our customer service team if we can support you with anything else.
Have a good day.
Customer Answer
Date: 11/18/2024
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:Rebag did not stick to the original deal. I declined the offer. My bag has not been returned to me.
Thank you.
Sent from my iPad
Business Response
Date: 11/18/2024
Good afternoon.
We are sorry that your item did not meet our minimum standards. Thank you for your patience. It has been returned to you 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 help with anything else.
Have a good day.
Customer Answer
Date: 11/21/2024
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:10/25/2024
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 sent a ******* bracelet in exchange for a buyout offer. It took much longer than promised and after inspection, they dropped the offer amount, so I declined the offer. They said they would send it back to me and I specifically asked it be sent back exactly as I sent it, no missing pieces, no scuffs, etc. I sent it with a Cartier gift box, bag, bracelet box, travel pouch, all documents, nice special embossed envelopes, etc. Rebag kept my gift box, the jewelry case has cuts on it, the embossed envelopes are missing, the Cartier tag is gone, the paperwork has been cut into, and the shopping bag is missing, among other things. Thats called stealing, Rebag. I have evidence of what it all looked like when I packaged it for rebag vs what I received back. Absolutely fraudulent on all accounts!!! How am I supposed to sell this now, or even give it to one of my daughters now. Youve stolen all the best packaging.Business Response
Date: 10/28/2024
Good afternoon.
We are sorry to hear about this. Thank you for your patience. Unfortunately the item was not in the condition you stated in the quote (mint or excellent). It shows clear signs of heavy wear throughout (see attached). That is why we had to adjust the quote based on the physical inspection of the item. Thank you for confirming that you received it back along with the brand box, receipt and Certificate of Authenticity. As for the open envelope, it is normal that we have to open it to review as part of the inspection to validate the **** The outer tissue paper is removed and discarded when receiving the item as it is not part of the item nor gives any value to the item. Please contact our customer service team if we can help with anything else.
Have a good day.
Customer Answer
Date: 10/29/2024
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:[Your Answer Here]
First, thats a lie. That is not my bracelet. I will attach an image or two of how it looks right now in this very moment. There isnt heavy wear. Its shiny and beautiful. I purchased it in March of this year and left it in its beautiful box.
Second: youre lying about discarding the packaging. Shopping bags, tags, fancy gift boxes, and nice envelopes are all used to add value to the items on rebags site and in store, that is why there is an accessories included list on your website.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** *****
Customer Answer
Date: 11/05/2024
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:[Your Answer Here]
In all reality, Rebag's assessment of the bracelet is a non-issue for me. The only thing that is of major concern is Rebag choosing to keep my accessories. The Gift box, the tag, two embossed envelopes and for swapping out my travel pouch. **************** was able to find my original travel pouch and is sending it to me, but the damage to my packaging and the decision to keep the EXTREMELY nice and heavy duty gift box as well as other items is what concerns me. That is bad business practice. As I said before, the submission was taking a very long time to process and I formally requested to have it sent back to me, which was confirmed via email, yet a week later I received a lower dollar amount. So, my items never should have been picked through in the first place, it should have all been sent back to me.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** *****
Business Response
Date: 11/11/2024
Good afternoon.
Thank you for confirming that you did receive the item back after we rejected it, and the photos of the items match. As for the collateral, we shipped back to you everything we received. Which is also what you received as they are in the photo you share with us. We did not receive any gift wrapping or tissue paper. Please contact our customer service team if we can help with anything else.
Have a good day.
Initial Complaint
Date:10/24/2024
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 received a quote for Rebag to purchase my luxury handbag. I had my bag authenticated and quality checked by a third party company the day before sending it out (to make sure I was getting a fair price). It was deemed to be in excellent condition. I shipped my bag to Rebag promptly. Rebag took over a week to acknowledge they received my package and then after another week they rejected my item without providing cause. Their customer service provided vague reasons stating it had to do with internal guidelines. Since then, Its been nearly two weeks and Rebag has yet to return my bag. Its been a one month waste of my time with no resolution offered. **************** said a supervisor would reach out within 2 days multiple times with no follow up.Business Response
Date: 10/25/2024
Good morning.
We are sorry that your item 304061/2 did not meet our authenticity and quality standards. Thank you for your patience. It was returned to you via ***** under tracking ending on ****. The full tracking and shipping details were sent to the email in the account. Please contact our customer service team if we can help with anything else.
Have a good day.
Customer Answer
Date: 10/25/2024
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:This response doesnt acknowledge the delays and the unexplained reason for rejection of my item which are the main concerns here. A business should not be able to just hold onto somebodys item for a month without any correspondence and then just send it back after making up a false guideline violation. As Ive mentioned the item was in pristine condition and inspected by a luxury bag specialist directly prior to being shipped to Rebag. Their label was created today and the item wasnt even shipped back yet. Im nervous to see the condition it will be sent back in if they even send it.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Business Response
Date: 10/28/2024
Good afternoon.
Sorry if there was any confusion in our previous response. But your item did not meet our authenticity and condition standards. Unfortunately we are no able to purchase this item from you and offer it in any of our channels. It was already shipped and delivered to you on 10/26/24 under tracking ending on ****. Please contact our customer service team if we can help with anything else.
Have a good day.
Customer Answer
Date: 10/29/2024
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 used Rebag services multiple times over the last few years. Ive had too many experiences with Rebag where they hold onto my items for some time and lower their offers or send items back without explanation. My item was authentic and in flawless condition. I have photos, original store receipt and appraisals to endorse this.
I received my item back in the mail recently. Rebag stuffed my item into a very small box without any wrapping protecting it like I sent it and didnt even have the respect to require a signature at delivery. This item was priced over $2,000 retail. The item was delivered to a completely different address that we had to find. There are now also deep creases in my item from being folded tightly into a small box which will now lower the items value.
Overall they took advantage of their consumers money and time while using internal guidelines as their guise to do so. No apology, no customer service and certainly no resolutions offered. Rebag needs to be held accountable.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********* *********
Initial Complaint
Date:10/23/2024
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 sent my item for a buyout but rebab cs is unreachable Id like my buyout to be processed and paid outBusiness Response
Date: 10/23/2024
Good evening.
We are sorry to hear about this confusion. Thank you for your patience. While reviewing your order ending on **** a package arrived late on 10/18 at our inspection facility. It takes up to 7 business days to open, receive and inspect the item before we can issue a final payment. This was established in the communication when accepted the quote and issued the label. Here is another helpful resource around the the time it takes to process your item: ***********************************************************************************************************************************. Please contact our customer service team if we can help with anything else.
Have a good night.
Initial Complaint
Date:10/22/2024
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 my necklace to rebag for the amount of $405, the I used their provided pre-paided ***** label, tracking #************, shows the item was delivered on 7/7/24 and signed by Thaywood. I contacted so many times via phone and email, I never got a response until 10/3/24. After a week later, on 10/10/24, Rebag refused to pay me and claimed they never received my item. They told me to read their terms of service for which they refused to pay me. According to Rebag's terms of service, "Sellers: You remain responsible for the risk-of-loss for the Products until delivery of the same to Rebag." The item has been delivered to you, according to the ***** tracking. Therefore, Rebag should be responsible for the loss of the item. Rebag refused to pay me for my delivered item and refused to resolve the issue. Rebag blamed ***** and told me to contact ***** myself to get this issue resolved.Business Response
Date: 10/23/2024
Good morning.
We are sorry to hear about this. Thank you for your patience. Our Fraud Prevention team has reviewed your request and can confirm that we never received your package (including full security review of the alleged day of delivery). But we have alerted ***** of this in case they can help you retrace what they received and when, and where it might be. What are not able to help with is certifying what was shipped and when since we never received this item or had the chance to inspect authenticity or condition. But please provide the shipping and packing receipt along with any photos/videos of the packing process to your insurance so they can provide you any next steps. Please contact our customer service team if we can help with anything else.
Have a good day.
Customer Answer
Date: 10/23/2024
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:[Your Answer Here]
Rebag says the responsibility is with ***** now after the package shows it has been delivered after 4 months. I reached out to rebag so many times before that to have them update me on my item payout. At this point, I am sure ***** cant retrace and locate my package. I am not even sure if ***** will accept a claim after four months. Rebag will not provide any evidence that the package not received. They said they reviewed their security footage but they dont even know how my package look like, they didnt ask me to send in photos or descriptions of my package. This business is not trustworthy
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ****
Business Response
Date: 10/25/2024
Good morning.
We are sorry that your package was never delivered to us. As our customer service team explained, this was not delivered to our location and it was signed by someone that does not work in our location either. In regards to identifying the package, our security footage gets matched to the actual label and the tracking number you provided. But we recommend that you provide all the documentation of the item getting packed, receipts and anything you have to your insurance company so they can help with next steps. Unfortunately we are not able to certify what was packed and shipped as we never had the chance to inspect the item. Please contact our customer service team if we can help with anything else.
Have a good day.
Initial Complaint
Date:10/19/2024
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.
Sent 2 items to Rebag for direct payout - order #******. Arrived 10/14 and was told by customer service the next day when I called that it may take up to 48 hours to check my items in. This still has not been done as of 10/19 and there is no acknowledgment that my items have been received although they show delivered and signed for through tracking. I will not be waiting one month or more for payment as others who have posted. Please check my bags in and process within the 5-7 business days that you advertise. Thank you.Business Response
Date: 10/21/2024
Good morning.
We are sorry for any confusion here. Thank you for your patience. According to the tracking a package arrived in our inspection center on 10/15/24. The process to inspect the package, receive the item and then complete the full inspection take 7 business days (***********************************************************************************************************************************). This is not due until the until 10/24/24. Please contact our customer service team if we can help with anything else.
Have a good day.
Customer Answer
Date: 10/25/2024
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:It is now 10/25 and your response states process would be completed by 10/24, which it is not. Please finish reviewing my items and updating in my account. Thank you.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ******
Business Response
Date: 10/28/2024
Good afternoon.
Order ****** was completed. Thank you for your patience. One of the items had to be re-quoted after inspection as the condition was not as originally stated. The updated quote was sent to the email in the account for review and approval or rejection. Once that is decided, we can complete the process. Please contact our customer service team if you have any further questions.
Have a good day.
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