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:09/16/2024

  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.

  My original order was for two items and was purchasing them via a trade. I sent in my trade immediately as requested on 8/21/24. As per the ***** tracking my package with my trade arrived to Rebag 3 days later. It took them over 10 days to review it and when they finally decided they were not going to accept it - so I canceled the purchase immediately. The reason for not accepting the bag was "heavy discoloration on exterior" - which makes me believe they have my bag confused with someone else's. Mine was in almost brand new condition. I have multiple photos taken just prior to sending it in. They have now been holding on to my bag since that time and provided no tracking information other than vague responses saying it generally takes 10 days to return. There is no reason that almost 1 whole month has gone by with little to no information provided and at this point I have no idea if they are returning my bag, what condition they are now returning it in and if they are even returning the correct bag. The lack of communication and speed (or lack of speed) of this transaction is unacceptable. Poor customer service!

  

  Business Response

  Date: 09/17/2024

  Good afternoon. 

  We are sorry that your item did not meet our minimum standards. Thank you for your patience. When you placed this order, you stated that the handbag was in mint condition. But receiving and inspecting the item we can confirm that it is not really in good or sellable condition. This items shows heavy discoloration in the exterior (surface of the external material). This could have happened overtime depending on how the item was stored and/or cared for. That is why is very important to state all conditions when requesting a quote. The item has been returned to you via ***** under tracking ending in 9833 The full shipping details were sent to the email in the account. 

  Here are some helpful resources on selling guidelines and rejected items. 

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

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

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

  Have a good day. 

• Initial Complaint

  Date:09/11/2024

  Type:Order 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 a scam. They offered $765 for my Chanel wallet. It is in pristine condition. Once it arrived they only paid out $595. I cashed out because I had to cover for the wallet. Emailed them to pay out the remaining of my balance but was told theres nothing they can do because I cashed out.How about some decency and pay out the rest of the offer.Email literally stated it was completed for a lower amount, cant do anything anymore since you cashed out. Yes you can, pay out the remaining balance thats missing. I didnt agree on receiving $595 for an almost brand new Chanel flap wallet

  

  Business Response

  Date: 09/12/2024

  Good afternoon. 

  We are sorry to hear about this. Thank you for your patience. While reviewing your order ending on ***, we found that the item did not arrive in the same condition you described on the quote (mint). The item is used and show signs of ware and the following conditions: Odor in interior. Moderate scuffs, creasing and wear on exterior and in interior, heavy indentations in interior, scratches on hardware. The funds have already been paid and you withdrew them. Unfortunately there is nothing else we can do for this particular bag. If you have any questions, please contact our **************** team. 

  Have a good day. 

• Initial Complaint

  Date:09/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Louis ******* bag in March from rebag. they have a program where they will buy it back after 6 mo, 12 mo, ect. I had sent it back through ***** on May ******* where on June 2nd it was lost(per *****, will be filing another complaint against ******* tracking number ************. I was advised by ***** to contact rebag and have them provide a shipper waiver due to them providing me the return label so ***** can reimburse me for the lost package. rebag states they don't do that and also wouldn't write a letter to ***** on my behalf for the claim. therefore ***** can't reimburse me and my package is lost.

  

  Business Response

  Date: 09/10/2024

  Good morning. 

  We are sorry to hear about this situation. Thank you for your patience. Unfortunately we are not able to certify what was shipped or when as we never received or had the change to inspect the item. You should contact the carrier or your insurance directly with all the videos, photos and receipts of when you packed and shipped the item. If you need help with anything else, please contact our customer service team directly. 

  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:

  I was sending/a bag to rebag after purchasing this bag from ********************************* to a promotion they were offereing for bags purchased from them with 6 months could be traded back in to them for a quoted price 

  (inifiity exchange ),purchase order #******** , (submission order #******) which is the same bag that was purchased from them and sent back to them for the promotion offered. this transaction is the one that never made it back to them. that is why they had provided me the shipping labelto send it to them. they are saying they don't provide shipping waivers.  i have ***** who is the carrier used who lost it working  on it too.  these are photos from the transactions

   

   

   

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

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

  

  Business Response

  Date: 09/19/2024

  Good morning. 
  

  We are sorry to hear about this situation. Thank you for your patience. Unfortunately we have to reiterate that we are not able to certify what was shipped or when as we never received or had the change to inspect the item. You should contact your insurance company directly with all the videos, photos and receipts of when you packed and shipped the item. 

  If you need help with anything else, please contact our customer service team directly. 
  

  Have a good day. 

• Initial Complaint

  Date:08/30/2024

  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.

  My wife and I decided to take a couple of our bags to Rebag for appraisal and sale. When we arrived, we were greeted by *****, a store associate who was very helpful. They assisted us in taking pictures of the bag and confirmed that it was in excellent condition. I asked them to ensure that the condition was accurately reflected in the quote, and they confirmed that it would be.However, when we received the price, we noticed that the condition had been downgraded. I called and requested to speak with ***** for clarification, but received no response. Frustrated with the lack of communication, my wife and I went back to the store to resolve the issue in person. When we arrived, we noticed that the staff, including *****, hid in the back and avoided us.Despite this, we decided to sell the bag and were told we would receive payment within 5-7 business days. After five days, I requested an update, but the response time was slow, and sometimes we received no response at all. It has now been over 10 days, and we still haven't received payment for the bag we sold.

  

  Business Response

  Date: 09/04/2024

  Good afternoon. 

  We are sorry to hear about this. Thank you for your patience. Your order ending on *** was already processed and paid out on 9/2/24. The funds are in your wallet. In regards to the timing, the process can take from 5 to 7 business days after we receive the items in our inspection center. Here is a helpful resource for the processing time: *****************************************************************************************************. If you have any other questions please contact our customer service team. 

  Have a good day. 

• Initial Complaint

  Date:08/25/2024

  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.

  To start I had submitted a few bags to Rebag. One in brand new condition to have my offer lowered to half of what was submitted. Thinking this was something I may have missed I hesitantly accepted. This happened again to the same outcome. After intensive research I found out this bait and switch tactic is very common. Due to this before submitting another bag I had two professional companies certify and rate my 2006 Vintage LV Neo Speedy in pink denim as well as professionally photograph. I did this to ensure no detail was missed. The bag came back as a 9.1/10. Completely clean interior and excellent condition. Only wear was to the vachetta leather which is to be expected for a bag of this age. I submitted to rebag for an offer of $1215. Upon receiving they lowered this to $740 due to odor (there was no odor when shipped) and denim creasing. Again, this bag was a 9.1/10 currently reselling in worn which is a lesser condition for $1500-$2500. In contacting them they refused to help. When in a respectful manner addressing I have noticed a history of taking advantage of sellers and bait and switch I was disregarded and talked down to. This seems to be an ongoing tactic in which they have no desire to make right and continue to take advantage of sellers or honor the original quote even with all the backing of condition.

  

  Business Response

  Date: 08/26/2024

  Good afternoon. 

  We are sorry to hear about this. Thank you for your patience. While reviewing your orders I see that the original condition stated when submitting the initial digital quote was different to the condition the item was when we received it for inspection. It's important to state the actual condition of the piece/s as accurately as possible to avoid having the quote adjusted after the item is inspected. Here are some helpful resources for condition guidelines ******************************************************;

  Have a good day. 

  Customer Answer

  Date: 08/29/2024

  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]

   

   This business has a clear repeated practice of predatory behavior and taking advantage of sellers.  The condition of my bag was clearly stated and the professional photos displaying all wear that are attached here were the exact same provided to Rebag for a quote.  This bag was rated a 9:10 with only vechetta wear, which is to be expected on a vintage bag of this age.  There was no creasing and folds/ripples in fabric or odor as the business attempted to state before hanging up on me.  This bag is highly sought after and rare in poor condition, a condition much worse than mine, resells for $1200 - $1600.  In the same condition as mine reselling for $1700-$2800.  With the exact photos above I was offered $1215, which they attempted to lower to $740 with false and innacurate statements.  This business, per easily found reviews on the bbb as well as online, has showed a repeated pattern of this behavior while gaslighting sellers and not honoring original quotes increasing profits.

   

   

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

  
  Sincerely,
  
  ** *
  
  
  
  
   
  

  

  Business Response

  Date: 09/03/2024

  Good afternoon. 
  

  We are sorry to hear about this. Thank you for your patience. While reviewing your orders I see that the original condition stated when submitting the initial digital quote was different to the condition the item was when we received it for inspection. It's important to state the actual condition of the piece/s as accurately as possible to avoid having the quote adjusted after the item is inspected. Here are some helpful resources for condition guidelines ************************************************. Any quote provided will always subject to a physical inspection to validated authenticity and the actual condition of the item. 
  

  Have a good day. 

  Customer Answer

  Date: 09/11/2024

  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 business continues to gaslight in responses to take advantage of sellers and take no accountability for providing false information about the condition of bag that was sent it.  As previously mentioned looking online via bbb as well as other reviews the predatory behavior is apparent.  They continue to take zero accountability and continue to not make any effort to correct course and act ethically.

   

   

   

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

  
  Sincerely,
  
  ** *
  
  
  
  
   
  

• Initial Complaint

  Date:08/23/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I mailed a ***** purse as a trade item for credit towards a purchase. The authenticity process took over 10 days and I canceled my order and asked for a return of my trade item. This was over 2 weeks ago and they still have not mailed out my item and fail to provide any updates. Each time I call I am quoted that an escalation will be requested. This is extremely frustrating and I fear that my ***** purse in excellent condition will not be sent back to me.

  

  Business Response

  Date: 09/03/2024

  Good afternoon. 

  We are sorry that your item did not meet our minimum standards. Thank you for your patience. It was returned to you via ***** under tracking ending on ****. And it was delivered on 8/28/24 to the correct address (see attached). If you have any other questions, please contact our **************** team directly. 

  Have a good day. 

  Customer Answer

  Date: 09/09/2024

  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. They returned the item ASAP after being contacted by BBB. 
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/22/2024

  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 sent a Chanel bag to this business for a buyout that I was quoted for $4,145 order ******. I declined the payout when the offer was reduced to $3,975. The business returned the bag through ***** on August 6. The tracking shows that ***** left the package outside the apartment building. However, I have not been able to locate the package. Here is the tracking number. ************. I have reported this issue to the business by e-Mail and have not received any follow up. Why was this package left outside my apartment is the first issue. And why didnt this package require signature for such a high value item? Now I have no bag or compensation for the bag.

  

  Business Response

  Date: 09/03/2024

  Good morning. 

  We are sorry that your item did not meet our minimum standards. Thank you for your patience. It was returned back to you and to the correct address. Attached is the delivery confirmation. 

  Here are some helpful articles for refused and returned items:

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

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

  If you have any other questions please contact our customer service team. 

  Have a good day. 

  Customer Answer

  Date: 09/04/2024

  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 item was left outside my apartment building and I assume has been stolen. This purse was over $4000 and was left outside so carelessly. I dont have the bag or compensation. I should not bare a loss for poor delivery. This is horrible customer service as my e-Mail to ********************** has gone unanswered.

   

   

   

  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 item did not meet our minimum standards. Unfortunately we are not able to purchase them or offer them for sale. It was returned to address you originally provided and the carrier provided proof of delivery (and an image) attached. We have fulfilled our obligation to return item/s that have been rejected due to authenticity or quality issues. This is covered in the resources we've shared before. If you believe someone in your building or vicinity might have take your rejected items, please contact the local authorities and provide the footage or evidence you might have to support the claim. 
  
  Here are some helpful articles for refused and returned items:
  *******************************************************************************************************
  **************************************************************************************************************************
  
  If you have any other questions please contact our customer service team. 
  
  Have a good day. 

  Customer Answer

  Date: 09/25/2024

  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:
  

  
  

  [Your Answer Here]

  
  

   

  
  

   This business is not addressing my concerns over the improper delivery based on the value of this over $4000 bag  

  
  

   

  
  

   

  
  

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

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

• Initial Complaint

  Date:08/19/2024

  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 recently sold my purses to Rebag. Rebag retained it in the wallet function on their website. I want to cash out to my bank account. To do this, ********************** requires to put in a emailed verification code. But I have never received such email. I log in with Apple ID. I contacted Apple, and Apple says Rebag has their configuration wrong. The email address Rebag is sending verification is not the same they claimed to be during configuration with Apple.I am simply asking for my money to be deposited. I have been calling and emailing Rebag since last week. They have been repeatedly telling me I cannot cash out without the verification code, which I cannot receive due to their error.

  

  Business Response

  Date: 08/28/2024

  Good afternoon. 

  We are sorry to hear about this. Thank you for your patience. To protect the account security of our customers, all verification codes have to be validated through the proper process before we can review and consider any changes to your account including withdrawals. Our **************** manager has been trying to contact you to discuss the available options. Please call us back as soon as you can so we can find a reasonable resolution to this. We are not able to provide any more details around this matter on this channel for security reasons. 

  Have a good day. 

• Initial Complaint

  Date:08/13/2024

  Type:Order 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 filed a complaint because I have sent my items in and this has been 2 weeks ago. They finally reached out to me after seeing my complaint and reassured me my order would be shipped out to me within **************************************************************************** 6-9 days to process my order. This company is so strange! Weeks and weeks to get anything you trade or order. No real answers. Just people who sound like they arent even in the country. I need my bags or my money back! This is ridiculous! My trade number is ********. Send me my items please!!

  

  Business Response

  Date: 08/21/2024

  Good afternoon. 

  We are sorry to hear about this. Thank you for your patience. While reviewing your account we see that your last trade order (ending on ****) was completed on 8/12/24 and the new order was shipped on 8/13. ***** delivered it already on 8/15 under tracking ending on **** and it was signed received by you. The full tracking and shipping details were sent to the email on the account. If you have any questions, please contact our customer service team. 

  Have a good day. 

• Initial Complaint

  Date:08/13/2024

  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 did a "trade". I sold 2 handbags to Rebag and I purchased a handbag from them. They receiced my items on July 22nd, stating that it takes 5-7 business days to process. However, to this day (Aug. 13th), I still have not received the item that I bought but they have been keeping my handbags that I sold to them. I never received any money or the item that I purchased. So basically they stole my items.

  

  Business Response

  Date: 08/21/2024

  Good afternoon.

  We are sorry to hear about this. Thank you for your patience. While reviewing your account we see that this trade order was already delivered and signed by you on 8/18/24 by ***** under tracking ending on ****. The full tracking number and shipping details were sent to the email in the account. 

  Have a good day. 

  Customer Answer

  Date: 08/22/2024

  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]

  The item was shipped WAY after the promised date. That is the problem. I will not pay for something that was promised for 5-7 business days to be processed and in fact took 6 weeks. Things weren't even moving on Rebag's part until I filed complaints and started calling my credit card company for fraud. If Rebag is not taking accountability on how late the item was shipped, then I will continue pursuing this.   

   

   

   

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

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

  

  Business Response

  Date: 08/22/2024

  Good afternoon. 

  We are sorry to hear about this. But we do want to clarify that trade orders, total time, require you to ship the item and our processing time is counted after the item is actually received and scanned into our system. From there it can take 5-7 business day for the inspection process. If any of our inspection teams needs further inspection of the item before it can be approved, it can take a bit more. Here is a helpful resource on processing time: *****************************************************************************************************. As we've confirmed before, your new item was already shipped and delivered to you (as you've confirmed) on 8/18/24. If you have any other questions, please contact our customer service team directly. 

  Have a good day. 

  Customer Answer

  Date: 08/30/2024

  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:

  [Your Answer Here]

  Yes the emailed I received is on July 22nd stating 5-7 business days. There was NEVER any communication that it'll take longer than that. It wasn't until I started emailing customer service EVERYDAY that I got a response from someone to get my order get moving. I'll take other action. It was delivered WAY BEYOND what the email states. Oh and btw I do have screenshot of when my items were already POSTED ONLINE on your website and meanwhile the item that I bought haven't shipped. That proves you already processed my items but you took NO ACTION to ship the item that I bought.

   

   

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

  
  ***