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:10/18/2024
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.
Received purchase today 10/18/2024 and item was not as described. Associate handling matter never confirmed my details and dismissed my concerns.
Business Response
Date: 10/19/2024
Good afternoon.
We are sorry that you are not happy with your purchase. Thank you for your patience. Our fraud prevention team reviewed the footage of what was shipped to you against what was listed and the item and condition match. But not to worry that you can return it for a full refund (after we receive and inspect the item) based on our return policy: ******************************************************************************************************************. We will send you a return label first thing on Monday so you can ship it back to us. Please contact our customer service team if we can help with anything else.
Have a good day.
Customer Answer
Date: 10/28/2024
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:Item received does not match the description and photos presented on website
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ******
Customer Answer
Date: 10/30/2024
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 am unable to proceed on online site. I would like to reject company proposal as the item description and photos do not match the item received as the company stated.
Sincerely,
****** ******
Business Response
Date: 10/30/2024
Good afternoon.
We understand you are not happy with your purchase and want to return. And your order is within our Return Policy timing to do so (******************************************************************************************************************). But we need you to please ship the item back to us so we can inspect it and if all things clear, we will process your refund. Until we receive the item (see tracking attached) we are not able to help you with this. Please contact our customer service team if we can help with anything else.
Have a good day.
Initial Complaint
Date:10/17/2024
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.
10/11/2024 I purchased a ************* Nice Mini from Rebag, on Vestiaire app. I see a label was created the 14th of October. There has not been no changes since the 14th. I contacted Vestiaire, their policy is that they give the seller seven days to ship the product. Today is the 6th day, still nothing changed except for a label being created. Tomorrow if the bag isnt shipped out, it will be cancelled. Thats a huge waste of time, Ill never purchase anything from Rebag, and I will encourage others to not purchase from Rebag either. Here is the tracking number from ***** ************. I emailed Rebag they havent replied today or yesterday. Very poor communication. Vestiaire is not at fault its Rebag whos at fault, they are the seller!Business Response
Date: 10/17/2024
Good evening.
We are sorry to hear about this confusion. Thank you for your patience. Vestiarie issued the shipping label on 10/14/24 and we shipped it out today well within the ***. The tracking is active and the order is already en route to the buyer (see attached). If you have any other questions, please contact our customer service team.
Have a good night.
Initial Complaint
Date:10/15/2024
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.
Rebag, an online and storefront handbag, reseller, and luxury goods, gave me an online estimated quote for one of my handbags. A ***** Marmont handbag. They provided an estimated value of $980. I accepted their offer and they sent me a prepaid ***** ground label. About two weeks later they sent me an email stating they have received the bag and that there was nothing inside of the box, I shipped to them. They sent a photograph with someones gloved hand in the open box. The box looked slightly smashed. I have proof of receipt that I sent the package and obviously they received the package. The only communication they provided after that initial email stating the bag was not contained in the box was that they were not responsible. ***** tells me that they are the shipper label and they must provide the insurance and file the claim. Rebag is now stating that they provided no insurance. This is not the industry standard. I have worked with **** and I have worked with Fashionphile, the market leader. Both companies fully ensure the bags both directions. When they are providing the labels. I have been reading on other online sites that this has happened to other customers. It seems suspicious. I fully expect them to file an insurance claim or give me, at minimum, a store credit. Rebag order number is ********* also providing a thread from the **************, indicating that this is something that commonly happens with Rebag. I got two more responses after I noted that this has happened to me as well.Business Response
Date: 10/16/2024
Good morning.
We are sorry to hear about this. Thank you for your patience. Our fraud prevention team reviewed this claim and here are our findings.
1) While reviewing the package in person, this was a reused package from shipped from ***** to you before it was reused. International packages go through a lot of movement and loose sturdiness in transit. This package was already not fit for reuse. The previous label was also left in the box.
2) The package was not properly taped and did not have sufficient taping on the sides. Even though the package arrived somewhat sealed, it already had weakened walls from its previous use (Europe to **) and it was not taped properly. Attaching photos for your review.
Packing items safely is very important to prevent any transit issues. Here are some packing guidelines and helpful tips that are available for you: *************************************************************************************************************************;
Unfortunately we never received the item or had the opportunity to inspect it. Therefore we are not able to certify what was shipped in the box.
Please contact our customer service team if we can help with anything else.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:Hello,
I just read the response from the business, Rebag. Their response does not address the root problem, industry standards provides that a shipper who provides the customer a shipping label, includes insurance.
At minimum, on the two page email of the shipping label to me with the photo of my item, they should have informed me that they would not provide insurance with the label. No reasonable person would ship an almost $1000 luxury item without any insurance!
As to the packaging, I provided a very sturdy box from Luisa via Roma. They are another high-end luxury retailer who use beautiful boxes.
Further, I have a receipt from my local postal annex store. If the package was not taped securely, they would not have accepted the package. If it was missing, even a little bit of tape, I have seen the agent apply additional tape. This was not necessary on the package I delivered to the PostalAnnex store.
I might also add, that I worked for a national textbook company for more than 17 years. Part of my responsibility was to ship textbooks from California to my corporate warehouse in Illinois. I can assure you, I know how to package and tape correctly.
As stated above, packaging was not the issue. A negligent lack of insurance on the shipping label is the problem. This company is responsible for this missing handbag. I expect to be reimbursed for my loss.
Better Business Bureau might also look at the photograph provided and see the sloppy state of the workshop at Rebag.
In reading other customer complaints about this company, it is clear to see that they cannot be trusted.
I do not consider this matter closed. I will be filing a small claims case against Rebag.
Sincerely,
******** ********
Business Response
Date: 11/02/2024
Good morning.
We are sorry that you feel that way. But after reviewing this request we stand by our fraud prevention team investigation and conclusion. Based on the images you sent, this reused package from international shipping suffered dents and impacts to the box structure. It was also not taped properly and barely had any tape (see attached). As you see in the images we provided, the box was no really appropriate for shipping. And since we never received the item or had the opportunity to inspect it we are not able to certify what was shipped in the box.
1) While reviewing the package in person, this was a reused package from shipped from Italy to you before it was reused. International packages go through a lot of movement and loose sturdiness in transit. This package was already not fit for reuse. The previous label was also left in the box.
2) The package was not properly taped and did not have sufficient taping on the sides. Even though the package arrived somewhat sealed, it already had weakened walls from its previous use (Europe to CA) and it was not taped properly. Attaching photos for your review.
Packing items safely is very important to prevent any transit issues. Here are some packing guidelines and helpful tips that are available for you: ****************************************************************************************
Please contact our customer service team if we can help with anything else.
Initial Complaint
Date:10/15/2024
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 4 items to Rebag for a buyout and have not been paid for them and it is way past the time that I should have been paid.Business Response
Date: 10/15/2024
Good afternoon.
We are sorry that most of your items did not meet our minimum standards. Thank your for your patience. Our system sent updated quotes for the items we can still purchase but for an adjust quote based on the actual condition of the items post inspection. And we also send you the details of the ones we had to reject as they are not sellable. Please contact our customer service team for more details.
Have a good day.
Customer Answer
Date: 10/16/2024
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,
***** *******
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:You had previously helped with this complaint. Rebag had my items I sent and did not pay me for them. I did receive payment but there was one item they are supposed to return (a Louis Vuitton wallet ) and have not done so.
If you could help with this I would appreciate it.
Thank you,
***** *******
Sincerely,
***** *******
Business Response
Date: 11/05/2024
Good afternoon.
Thank you for your patience. The rejected LV wallet was already returned back to you via FedEx under tracking ending on ****. It was delivered on 11/2/24 to the correct address. Please contact our customer service team if we can help with anything else.
Have a good day.
Initial Complaint
Date:09/27/2024
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 2 packages to Rebag, details on each package as followed. #1 Order #******,It contained 2 sets of the LV Multi Pochette Stardust ?$1650 - Large Pochette + Strap only ?$1650 - Large Pochette + Strap only Total $3300 Each of them was in 2 separate zip lock bags.#2 Order #****** It contained 4 items (I even left a bright pink sticky note explaining what were in the package) ?$635 - Small Pochette Stardust ?$635 - Small Pochette Stardust ?$500 - Braided chain strap ?$500 - Briaded chain strap Total $2270 The total value of both packages combined = $5700 However, Rebag claimed that items in both packages were missing, which is very odd. Items in both packages were taken out but not all of them? Funny how the missing items that they claimed could have completed one set of the bag. FYI, all items I sent were from 2 full sets of LV multi pochette stardust, I separated them into 2 quotes to get higher buyouts. Anyway, the items they claimed they didnt receive were one large pochette, small pochette and strap (which werent in the same box). I suspect someone had open both boxes and took a few items from each box and make it one full set. Unfortunately, Rebag will not provide footage of how packages were received. After I tried to ask multiple times for an update, they said one package was in a bad shape, no explanation/proofs were provided again. They suggested me contact the mail carrier ***** but having no proofs of how items were received is really giving me no chance of winning a claim. Rebag will not provide any evidence or whatsoever. How can someone trust them and send them their valuable items if they will deny to take responsibility or even help their customers file a claim.Business Response
Date: 09/27/2024
Good afternoon.
We are sorry to hear about this situation. Thank you for your patience. Our fraud prevention team has done a full review of this situation including the security footage of when your package arrived. The package was sealed and when it was opened there was nothing inside. Unfortunately we are not able to share security footage for labor and privacy reasons unless the is a proper investigation by the authorities. You should contact your insurance company and provide them all the footage, receipts and evidence of what was shipped and handed off to the carrier. If you have any other questions, please contact our **************** team.
Have a good day.
Initial Complaint
Date:09/26/2024
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.
Sold my bag to rebag and delivered on 9/10. They didn't review it until 9/16 and evaluate until 9/17. It It comes back with "not accept" and not processing return. The 10 business days doesn't count until 10/2. Holding my bag for 1 month! It is certainly unacceptable. I would never do business with them. Fashionphile quote is $100 lower but with much better service!Business Response
Date: 09/27/2024
Good afternoon.
We are sorry that your item did not meet our authenticity standards. It has been shipped back to you via ***** under tracking ending on ****. For security reasons the full tracking and shipping details have been sent to the email in the account. If you have any other questions, please contact our **************** team.
Have a good day.
Initial Complaint
Date:09/25/2024
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 recently purchased an expensive bag from Rebag, which shipped the item via *****. Although ***** claims the package was delivered, I never received it.I have reached out to Rebag for assistance, but they have been unresponsive and have not provided help in resolving this issue. I am seeking their support to either locate the missing item or offer a refund.Business Response
Date: 09/26/2024
Good afternoon.
We are sorry to hear about this. Thank you for your patience. Our fraud prevention team did a review of this request. The item you purchased on order ending on ****, was shipped on 9/12/24 and delivered to the right address on 9/16/24 (see attached). This is the first communication we receive from you that the item might be lost after delivery. While reviewing all of your communications with our **************** team, we only found your request to return them item so you could repurchase it with a different credit card. We've also alerted the credit card issuer with all the details and communications as well.
If we can help you with anything else, please contact our **************** team.
Have a good day.
Customer Answer
Date: 09/27/2024
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 requested on the order #********, which is not the one (#********) described by the Rebag. As for #********, I have returned the item without receiving the refund.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** **
Business Response
Date: 10/02/2024
Good afternoon.
Thank you for being a Rebag customer. After reviewing your account we can confirm that the refund for order ******** was already processed on 9/28/24 directly to your original method of payment. Credit cards issuers can take from 7 to 10 business day to reflect the credit. Please contact them for an update as the refund to them as already confirmed on 9/28/24. Please contact our customer service team if we can help with anything else.
Have a good day.
Customer Answer
Date: 10/04/2024
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:09/24/2024
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.
DATE: 7/25/2024 AMOUNT: $5465 CONSIGNMENT OF A ************ THIS COMPANY IS RESPONSIBLE FOR THE LOST BRACELET THAT THEY HAD TO SHIP NBACK AND NEVER DID. NOW THEY REFUSE TO INDEMNIFY AND COOPERATE.Business Response
Date: 09/25/2024
Good morning.
We are sorry your item did not meet our minimum authenticity or quality standards. Thank you for your patience. The item was already returned to you via ***** under tracking ************ which was delivered to your address and signed for (see attached). Here are some helpful resources for rejected items.
******************************************************************************************************************
*************************************************************************************************************************************
If you have any other questions, please contact our **************** team.
Have a good day.
Customer Answer
Date: 09/26/2024
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]
This scam company send me an empty box. There was no product inside and i dont need tracking or delivery status if the box was just an empty box.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** *********
Business Response
Date: 09/30/2024
Good morning.
We are sorry your item did not meet our minimum authenticity or quality standards. Thank you for your patience. The item was already returned to you via ***** under tracking ************ which was delivered to your address and signed for (see attached).
Here are some helpful resources for rejected items.
******************************************************************************************************************
*************************************************************************************************************************************If you have any other questions, please contact our **************** team.
Have a good day.
Customer Answer
Date: 10/01/2024
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]
It is so pathetic that whoever responds to my complaint, copy pastes the same message for days. Dont bother to respond anymore because Ill see you or representatives of rebag at court. Date is set and your registered agent has been served.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** *********
Initial Complaint
Date:09/20/2024
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 submitted by bag to be reviewed by rebag to make an offer on 8/11. On 8/12 I received an offer of $1,125 for buyout which I accepted and shipped. 8/21 Rebag confirmed via email they received my bag and it would be 5-7 business days processing. 8/30 Rebag notified me they wished to change the deal dropping my offer to $1.090 which I declined promptly. The email that followed stated my items would be "shipped back within 10 business days." Today marks the close of the 15th business day and Rebag has not shipped my item. Order ID #******** I would like my bag or a payment of the original agreed upon value of $1,125Business Response
Date: 09/23/2024
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 on ****. The full tracking and shipping details have been sent to email in the account for security reasons. If you have any other questions, please contact our **************** team.
Have a good day.
Initial Complaint
Date:09/18/2024
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 designer purse to rebag for resale and it was returned with damages.The purse arrived not inside its protective dustbag cover. No polymailer was included. There are several discolored spots on the leather.Business Response
Date: 09/19/2024
Good morning.
We are sorry that your ********************* Cabas Drawstring Tote Leather Small" did not meet our minimum standards. Unfortunately this item cannot be purchased and should not be offered for sale. The item was returned to you in the same exact condition we received it. Thanks for confirming you received it already. If you have any other questions, please contact our customer service team.
Have a good day.
Customer Answer
Date: 09/19/2024
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:Dear Rebag Support Team,
I am writing to follow up on my recent claim regarding the damages to my purse. I was disappointed to hear that my claim for compensation was denied, despite the clear evidence of damage.
I have attached photos to this email. The first photo shows the original color of the leather, while the subsequent photos highlight the faded leather spots and imperfections that were not present before the purse was sent to you. These damages significantly impact the condition and value of the item.
I am requesting a reconsideration of my claim and appropriate compensation for the damages to my purse. I look forward to your prompt response to resolve this matter.
Thank you for your attention.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********* ******
Customer Answer
Date: 09/24/2024
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:Dear Rehab Team,
I am writing to follow up on the denial of my claim for reimbursement, in which it was stated that the item was inauthentic and arrived in its current condition. I want to clarify that the photos I submitted were taken before I sent the item.
To resolve this matter, I respectfully request that you provide photos or any other documentation showing the item's condition when it arrived at your facility. This will help clarify any discrepancies and ensure transparency in this process.
Thank you for your attention to this matter, and I look forward to your prompt response.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
********* ******
Business Response
Date: 09/24/2024
Good morning.
We are sorry that your ********************* Cabas Drawstring Tote Leather Small" did not meet either our authenticity and quality minimum standards. Unfortunately this item cannot be purchased and should not be offered for sale. We can reconfirm that the item was returned to you in the same exact condition we received it. And it arrived with several conditions.
If you have any other questions, please contact our customer service team.
Have a good day.
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