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:08/09/2024

  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.

  After receiving my Chanelbag for buyout, ReBag downgraded my offer by over 10 percent on July 26, 2024. Apparently, thispractice of low-balling customers is routine for this company.I declined to accept their offer, which triggered what I hoped would be a standard return process. I requested that my bag be sent with signature-required shipping. ReBag's customer service team flatly refused, citing corporate policy. Even when I offered to pay for these shipping expenses out of pocket, they still refused. Moreover, they failed to clarifywhen they would return my bag.When I wanted more information, ReBag's customer service would not return my calls, chats or emails. They also refused to escalate my issue to their management. Then I discoveredthat my bag -- valued at $5,650 by another luxury reseller -- had already been shipped to my home without insuranceor signature required. This meant I had no protection in the event of damage or loss.While awaiting the return of the bag, I discovered one of ReBag's agents had chosen to RECALL the ***** package to their warehouse (without my consent!). As of August 9, 2024, I have no idea where my bag is, or if/when I will receive it. And I may have lost my $5,650 buyout offer with another reseller. ReBag is an unethical company. It lures customers with false promises of high payouts and then low-balls the offers. If customers dare to decline these offers, the company willfully withholds their property.Furthermore, ReBag's customer service agents ignore basic requests for information and do little to protect customers' property once in possession of *************************'s management team does not list their own emails or contact information. So, customers have no recourse or escalation path. Instead, they must deal with a customer service team that handles all issues with gross incompetence and undisguised contempt.

  

  Business Response

  Date: 08/19/2024

  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 on ****. For security reasons that full number and shipping details have been sent to the email in the account. 

  Have a good day. 

  Customer Answer

  Date: 08/20/2024

  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 can't close this complaint until I've received my property in pristine condition. ReBag has withheld it for several weeks. Given the general lack of transparency and horrible customer service, I have no idea how the designer bag has been handled/mishandled while in ReBag's possession. Moreover, since there is a buyout offer pending from ReBag's competitor, Fashionphile, in the amount of $5650, I will need to wait to receive that payout before closing the case. If Fashionphile withdraws its offer, or downgrades their payout, I will need to take further action. The bag has been worn 2 times and was in excellent condition upon sending to ReBag. It's how I expect to find it and resell it. 

   

   

   

   

  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 that your item did not meet our minimum standards. Unfortunately we are not able to purchase this item or offer it in any of our platforms.

  It was already returned to you via ***** under tracking ending ****. It was delivered to you on 8/21/24 and you signed for it.

  Have a good day. 

• Initial Complaint

  Date:08/08/2024

  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 sent my ******************************* Wallet To Go, Matt ********* leather bag to an online consignment shop called Rebag.com on March 31, 2024. Before sending the bag, I sent all the detailed photos to Rebag.com and after seeing my photos, Rebag decided to buy my bag for $10,000 with a buy out option. I decided to sell my bag for $10,000 and sent it to the Rebag on March 31, 2024. However, on April 8th, Rebag emailed me and informed me that they could not purchase my bag because the strap was missing. I sent multiple photos with my strap before I sent it to them. They have the photo I sent them and it clearly includes the strap. They must have lost it while inspecting it. I requested a video recording of their inspection process, but they said they could not accommodate my request due to privacy issues. Well, then I can't believe their claim that I didn't include a strap in the first place. I obviously sent my strap inside the bag and the photo of my bag clearly shows my strap attached to prove it. Why would I send my bag without the strap?I sent the bag myself, including my straps. I believe I did it because I sent it myself, but I can't trust the Rebag. So I told rebag that you should show me the video recording. It's the client's right, and if what the rebag say is true, they should show me the video recordings of the inspection process and confirm it. Without this process, I think it's fraud that Rebag tricks the client and they lost or intentionally stole my strap. After my unfortunate incident, I was able to find many fraud cases about Rebag on ****** and ******** They have caused many accidents besides me and are deceiving consumers. I am claiming Rebag for losing my strap and damaging my $10,000 bag without even showing me a video recording of the inspection process. They should either find my strap or reimburse me the $10,000 they originally offered me.

  

  Business Response

  Date: 08/13/2024

  Good afternoon. 

  We are sorry to hear about this situation. Thank you for your patience. Unfortunately we did not receive the bag with the strap. Our fraud prevention team is requesting a video and photos of you packing the bags and straps into the package along with any other videos confirming the sealed packaged was handed to the carrier. For security reasons we are not able to provide any further details through this channel. Our **************** manager will call you today to see if you can please provide the videos/photos we requested to help you sort this situation out. 

  Have a good day. 

  Customer Answer

  Date: 08/14/2024

  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]

   Dear Customer Service/Fraud team

   You are still saying the same thing. I sent my strap as you can see in the picture. I want you to show me the video recording of the inspection process of the bag I sent.

   ** Please see my strap on your price quote. 

   

   

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

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

  

  Business Response

  Date: 08/21/2024

  Good afternoon. 
  

  We are sorry to hear about this situation. Thank you for your patience. Unfortunately we did not receive the bag with the strap. Our fraud prevention team is requesting a video and photos of you packing the bags and straps into the package along with any other videos confirming the sealed packaged was handed to the carrier. The photo you provided were taken in your home when the item was originally quoted and not when the item was packed and shipped. For security reasons we are not able to provide any further details through this channel. Our **************** manager will call you today to see if you can please provide the videos/photos we requested to help you sort this situation out. 
  

  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]

   

   When I sent my items to you, I didn't think I had to videotape the packing process. I certainly didn't think this fraud event would happen. And there was no requirement that I should videotape the packing process in the description of the process of sending my item. 

  Now, you are asking me to send the recording of the packing process, which is not fair.

  If there was a requirement that I record the packing process of my item, of course I would have recorded it. Unfortunately, I didn't videotape the packing process, so you have to look at your videotape of your inspection process. 

   You said you recorded the inspection process, so I want you to review it throughly! 

   

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

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

• Initial Complaint

  Date:08/08/2024

  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 sold them a bag for instant buy out and their terms were 5-7 business days for a pay out. Its been 10 days and after multiple emails not one of response. This bag is worth a couple of thousands of dollars and theyre just keeping it not saying a word.

  

  Business Response

  Date: 08/08/2024

  Good afternoon. 

  We are sorry to hear about this. Thank you for your patience. Your order ending on *** was completed this morning and paid out. The funds are already in your wallet. If you have any other questions, please contact our **************** team. 

  Have a good day. 

• Initial Complaint

  Date:08/07/2024

  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.

  July 10th, I accepted a trade in offer on a wallet ******* and a purse (Louboutin) #********** total of *******. Rebag has a policy that within 5-7 business days you item will be reviewed and credited to your account. It's called an Infinity exchange (I had purchased these items from them). Confirmation was received that on July 24 the received my package back with the order #****** and ******. I called on the 2nd of August and was told it was not ready to give them til Monday, I was not happy, she put a rush on it. On Monday Aug 5th I called, and they said two days and put another rush on it, I asked to be called back a manager - never happened, I called today on Aug 7 and was told the warehouse says Friday. Quite honestly, I do not think I am getting anything back. Now I have 336 in my "wallet" with them. Quite honestly, they should release all the funds in CASH to me, I have lost my patience and see no resolve.

  

  Business Response

  Date: 08/13/2024

  Good afternoon. 

  We are sorry to hear about this. Thank you for your patience. Both orders ****** and ****** were processed and paid out on 8/8/24. While reviewing your account we can see that you used the funds for a new order. If you have any questions please contact our customer service team. 

  Have a good day. 

• Initial Complaint

  Date:08/07/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent a ******************* shoes my item for resell on July 7th and I am still waiting to get paid. Its been a month and i have not received any status from them. I tried emailing but i keep getting we will update you soon as a response.this business needs to get closed.

  

  Business Response

  Date: 08/13/2024

  Good morning. 

  We are sorry to hear about this. Thank you for your patience. While reviewing your account we see that order ending *** (LV Shoes) was already completed on 8/8/24 and the funds went to your wallet. If you have any other questions please contact our **************** team. 

  Have a good day. 

• Initial Complaint

  Date:08/05/2024

  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 have sold my bag to Rebag for $565. I got the money in my Rebag account and try to cash out. Then I realized that the email address on the file was from my previous college account which is inactive now. Ive reached out to business so many times asking to cash out using my mobile number on the file or just send the check to address on the file. They said no to these options. I ask for returning my bag and they also said no. It turns out I just give Rebag the ***** bag for nothing. I want either the money to be cash out or business return my bag.

  

  Business Response

  Date: 08/08/2024

  Good afternoon. 

  We are sorry to hear about this. Thank you for your patience. Unfortunately we are not able to make any changes in the account without the account owner completing the second verification (via email). This is to prevent fraud and other security issues. Please contact your email provider so they can reset your password. In the event they are not able to, please visit one of our stores so we can try to help you in person after we match the identity with that in the account. 

  For any further questions, please contact our **************** team. We are not able to provide any more details through this public channel, for security reasons.

• Initial Complaint

  Date:08/04/2024

  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.

  On 5/26/24 I ordered a bag and paid by credit card $878.98. The bag was delivered while I was away on vacation. I returned the bag on 6/23/24 with all tags and packaging intact and placed another order for a different bag on 7/3/24. This was labeled a "trade" and I was given a value of $710 for the bag I paid $878.98. On 7/8/24, I returned the 2nd bag because Rebag committed marketing fraud under New York Penal Law ****** for falsely advertising the bag with an authenticity card (as pictured). Accordingly, I returned the item on 7/8/24 for false advertisement. Rebag only completed a partial refund and has refused to refund the $878.98 for the first bag ordered and returned on 6/23/24. I respectfully request that Rebag refund the full $878.98 in the same form as my original payment and to completely close out my account and remove my name from any text messages, email communications and/or any other marketing materials/methods used to promote their fraudulent marketing practices to mislead consumers into making purchases. They have kept not only my money, but the merchandise and the authenticity card that "magically" disappeared after they took a photo of it to promote the sale of the item.

  

  Business Response

  Date: 08/08/2024

  Good afternoon. 

  We are sorry to hear about this. Thank you for your patience. The item you purchases has guaranteed authenticity by Rebag and the digital authentic card is in your account. That aside, if for any reason you are not happy with your purchase you can return the item within the Return Policy period and terms (******************************************************************************************************************). Now that we've received your return, the trade order will be cancelled and the original item you intended to trade will be returned to you. For future reference, if you are trading items under our Infinity program, the buyout will be between 50-70% of the purchase price. Here is helpful information on our Infinity program: ************************************************;

  Have a good day. 

   

   

• Initial Complaint

  Date:08/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent 3 items to them about 2 weeks ago, once they received it, nothing has happened since. I cant get a helpful response from them other than once items are processed you will received the fund. Website says it should take 5-7 days for the money to be released, its been 10 days and I havent heard anything.

  

  Business Response

  Date: 08/12/2024

  Good afternoon. 

  We are sorry to hear about this. Thanks for your patience. While checking your account your order ending on *** was already processed and paid out. Funds are in your wallet. If you have any other questions, please contact our customer service team. 

  Have a good day. 

• Initial Complaint

  Date:07/31/2024

  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 sent in brand new items to trade for an item offered by Rebag. I was given a quote but after weeks of processing the items, Rebag decided to change the terms of the agreement and wanted to offer a much lower price. Since I didnt agree with the price offered, I requested that my items be returned to me in the same condition that they were delivered. However, when I received my items they were shipped back to me not in the original condition. The Balenciaga handbag was shipped with store tags still attached, its original packaging around the chain strap and protective packaging both on the outside of the bag and filler packaging inside the bag to hold its shape, but when the bag was returned, all of these items had been removed. As such, I am no longer able to list and sell this bag as brand new w/ tags and original packaging. There was no reason to remove the packaging on the chain as there were no markings of authenticity indicated on the chain. Additionally, it should be noted that the other item I shipped, a pair of ***** wedge espadrilles, that I sent in also had the original plastic packaging removed as well. I was concerned that this might be a problem when I spoke to a representative days before when I declined the revised offer (the thought was probably that I would accept their offer). I can no longer list and sell this item as brand new because the department store tags and the original packaging have been removed. *** contacted them via email and phone requesting that this issue be escalated and this issue still remains unresolved.

  

  Business Response

  Date: 08/08/2024

  Good afternoon. 

  We are sorry to hear about this. Thank you for your patience. Our fraud prevention team confirmed that we returned the item exactly how we received it. If you have any further questions, please contact our **************** team. 

  Have a good day. 

  Customer Answer

  Date: 08/09/2024

  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 business (Rebag) has falsely claimed that my item was returned to me in the condition that it was sent and they have admitted removing tags that were attached claiming it was part of their review process of which they failed to disclose to me in advance.  For them to claim that the item was returned in the manner that it was sent is untrue and misleading.  Their authentication process should be transparent and fully disclosed to sellers to avoid a misrepresentation of facts.  See email message below from Rebag.

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

  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. Thank you for your patience. Our fraud prevention team confirmed that we returned the item exactly how we received it. If you have any further questions, please contact our **************** team. Please check in your home if whatever is missing fell out of the box when it was being packed. Or check with whomever might have packaged this item for you if they have it. 
  
  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]

   

  I am the sole recipient of the package and as Ive stated on numerous occasions, my item was returned to me in a manner that was different than it was sent. The response from the business appears to be a generic response with no true sentiment to the customer. The fraud department that they claim confirmed the repackaging of my item contradicts an earlier statement from the company in which they acknowledged removing the tags from the item, so yet again, it would be ignorant on my part to be believe anything stated by this company.  Again, Rebag is failing to take responsibility for devaluing my personal property!  I want other consumers to be made aware of this fraudulent behavior so that they understand the type of business Rebag truly is - untrustworthy, not customer-service focused and they refuse to take accountability for the mistakes made by their employees!

   

   

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

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

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair 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.

  iews

  

  Business Response

  Date: 07/24/2024

  Good evening. 

  We are sorry to hear about this. Thank you for letting us know. The site you are referring to (*****************************************) has no affiliation to Rebag, and we have reported it to the relevant authorities. To keep you safe, we recommend you do not engage with them. 

  Customer Answer

  Date: 07/25/2024

  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,
  
  ***********************