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:07/19/2024
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.
On May 21, 2024, I received an instant offer from Rebag and mailed the bag to their warehouse in ********. The value and instant offer of this bag was $1140. The order number is #****** and the ***** tracking number is ************. According to the tracking information on ***** website, this package was received/signed by JJAY on June 4, 2024 at Rebag Brooklyn warehouse. However, Rebag keeps losing track of this package in its system. I have contacted Rebag via emails, online chats, calls several times, and each time they keep saying they will look into this and give an update within 1-2 days, which never comes true. Its been almost 2 months of endless waiting.
Business Response
Date: 07/30/2024
Good evening.
We are sorry to hear about this. Thank you for your patience. We've escalated this internally and our **************** manager will call you directly and support with this request.
Have a good day.
Initial Complaint
Date:07/15/2024
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 sent my Chanel bag to sell to Rebag because they appraised to be around $1000 initially. However, they rejected my bag. They were supposed to return my bag with 5-7days business days, but they have not returned it yet. I contacted via email *********************************** and *******)as to update the return status, but they failed to respond to my email. I am afraid that they stole my bag, since when I try to look up my submission, it shows that there is no submission even though they did not return my bag to me. My order number is ********. Thus, on their website, my submission is deleted.Business Response
Date: 07/16/2024
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 ***** under tracking ending on ****. The full tracking number and shipping details have been sent to the email on the account for security purposes. Please contact our customer service team if we can help with anything else.
Have a good day.
Customer Answer
Date: 07/17/2024
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:07/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I mailed my bags in using the shipping label provided by Rebag. It was delivered Tuesday 7/9 and they stated it would take 3-5 days for me to receive my payment. ****** @ VIP seller services assured me of this and that there were no delays. I have even received email confirmation that it was checked in. I need my payment in the timely manner it was promised.Business Response
Date: 07/15/2024
Good morning.
We are sorry to hear about this confusion. Thank you for your patience. Your order ending on 640 is still within the processing time. It can take up to 7 business days after the items are received to complete the full inspection process. Here is a helpful resource for item processing time: *****************************************************************************************************. As soon as the inspections are completed, you will receive and email with the outcome and next steps.
Have a good day.
Initial Complaint
Date:07/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi BBB,Im reaching out In hopes of a resolution from Rebag. June 2024 I purchased a bag from an Italian boutique for final sale for a little over $900. When it arrived it was smaller than anticipated so rather than sell on **** I solid it to Rebag for a quoted amount of $1075. It has been two weeks since I shipped my bag to them and after numerous calls and run around on when I can expect my payout I receive an email that theyre lowering the payout amount to $680 due to the item having wear and tare. This is not the case as I sent the item to them in the original packaging unopened and unworn. I have photo documentation and have shared the receipt of my original purchase.I request to be compensated fairly and for the correct quoted amount.Thank youBusiness Response
Date: 07/12/2024
Good afternoon.
We are sorry to hear about this situation. Thank you for your patience. After reviewing your order we can confirm that your item was not re-quoted for condition. It was re-quoted because you had chosen the "Saint ********************************* Bag Leather small" but after inspecting it in person it was not the small it was the "Saint ********************************* Bag Leather Mini". As smaller size the price was adjusted accordingly. Right after the item was inspected, you received a new quote on 7/3/24 which you accepted. This order has already been paid out after your approval. Please contact our customer service team if you have any other questions.
Have a good day.
Initial Complaint
Date:07/08/2024
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 LV bag into Rebag for buyout on 6/1/24 it was received by them on the 7th. As stated on their site I knew the vetting process took 5-7 business days. So around day 10 I called because I hadnt heard anything from them. Its taken countless emails,calls , 3 escalations and a scheduled request to speak to a manager that I never received to finally get the money (almost $500) in my seller wallet. Now Im unable to cash out. There has been zero communication on their end to resolve this issue thats gone on for over a month now. But theyve had no issues being able to send me promotional emails or emails/texts about sending other items. There has been one employee however named ******* that I was finally able to get ahold of about a week ago has done a decent job of keeping me updated but her hands seem to be tied on what shes able to do. I went with Rebag because they had the buyout option and I didnt want to mess with or put in the time to sell or consign it myself. If I wouldve known it would take this long I wouldve done it myself.Business Response
Date: 07/10/2024
Good morning.
We are sorry to hear about this situation. Thank you for your patience. The reason why you couldn't see the payout confirmation is because the email address in the account has an error. But our **************** manager will continue to support you via phone until this is resolved.
Have a good day.
Customer Answer
Date: 07/29/2024
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]
While I did end up receiving my money finally, it took them over a MONTH for them to respond to me with any efforts of solution after I went through every avenue possible of communication even trying to schedule a call with a manager I did not receive any type of communication or resolution until I filed a complaint with BBB
REBAG needs to take accountability for their poor performance and customer service and learn from it especially since, from the looks of the other complaints on BBB, Im not the only one to have a similar issue
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Initial Complaint
Date:07/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
***** has lost my package to rebag. all ***** needs is for rebag to issue them a shipping waiver from rebag to pay me for my lost package. rebag will not issue it due to them not having the package in their possession to inspect it, however, it is lost therefore they won't have it. obviously they have gotten their money from my purchase and i end up with nothingBusiness Response
Date: 07/12/2024
Good afternoon.
We are sorry to hear about this situation. Thank you for your patience. Unfortunately we never received your item. So we are not able to certify what was packed and when or sign any waivers attesting to that. Please send all the photos, videos and receipts you might have directly to your insurance so they can help provide next steps.
Have a good day.
Initial Complaint
Date:07/02/2024
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 had a $100 credit. Rebag said it could use it with a $1,000 purchase. I selected a backpack to purchase that was over $1,000. My $100 credit would not apply. I chatted with an agent and she said to try to sign in and attempt again I did what was suggested and I was able to apply the $100 credit and proceeded to put my payment information. My credit card went through but noticed my purchase price from what I originally agreed to pay increased. I contacted Rebag via chat and I was told the $100 credit applied to first time purchases. I explained what I was told previously regarding the $100 being applied to purchases more than $1000. Rebag said it could not apply. I asked to speak to an agent and I received a number. I spoke to an agent and I explained the situation and put me on hold. The representative came back on the line and said her customer service manager approved to apply the $100 credit and it would be manually applied. I then received an email stating it could not be applied. I have gone back and forth with ******* from Rebag and they are not able to apply my credit bc they said it would only apply to first time purchases. I took screenshot of a simulated purchase in which my $100 credit applied but ******* disregarded my email. At this point I still had the $100 credit in my wallet. I logged into Rebag and noted the $100 credit was now gone. I have asked several times for assistance and asked what my first purchase was that the $100 credit was applied to and no response.Business Response
Date: 07/04/2024
Good afternoon.
We are sorry to hear about this situation. Thank you for your patience. Unfortunately the $100 gift promotion was only for new customers and why we can't honor it for your order. On a positive note, our big summer sale started yesterday and Rebag+ members can benefit from up to 20% discounts (restrictions apply). You can find more details on rebag.com.
Have a good day.
Customer Answer
Date: 07/12/2024
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]
My specific questions were not answered see my specific questions I would like answers from and attachment.
1. What purchase that I made was the $100 credit applied to since I saw the credit in my wallet?
2. Why was my $100 credit removed from my wallet? This appears to be retaliatory since it was removed only after I reported it.3. I am attaching a picture of a simulated purchase where the $100 credit had applied to the purchase and it would have gone through but you say I could not use it. Would this simulated purchase gone through with the $100 credit?
Sincerely,
*********************
Business Response
Date: 07/17/2024
Good afternoon.
We are sorry to hear about this situation. Thank you for your patience. Unfortunately the $100 gift promotion was only for new customers and why we can't honor it for your order.
Have a good day.
Customer Answer
Date: 07/17/2024
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]
Questions were not answered
1. What purchase that I made was the $100 credit applied to since I saw the credit in my wallet?
2. Why was my $100 credit removed from my wallet? This appears to be retaliatory since it was removed only after I reported it.
3. I am attaching a picture of a simulated purchase where the $100 credit had applied to the purchase and it would have gone through but you say I could not use it. Would this simulated purchase gone through with the $100 credit?In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Initial Complaint
Date:07/02/2024
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 bag to rebag for buy out , they received it on Jun 14th and then Jun 18th they sent me email said they rejected my item and will send it back with 5-7 days but until today( 11th business day )they havent sent it back and every times i call or message theyre not willing to help Look like they lost my bag or sold itBusiness Response
Date: 07/04/2024
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 on ****. The full tracking number and shipping details were sent to the email in the account.
Have a good day.
Initial Complaint
Date:06/29/2024
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.
Subject: Urgent: Delay in Returning My Rejected Bag I am writing to dispute the delay in returning my bag, which was rejected by Rebag. Here are the relevant details:The bag was received by Rebag on June 17.I was notified via email on June 20 that the bag did not meet their guidelines.The email stated that the bag would be shipped back to me within 5 to 7 business days.As of today, it has been eight business days since I received the rejection email, and I have not yet received my bag. This delay is unacceptable and has caused me significant inconvenience.I have attached the relevant emails for your reference. I kindly request that my bag be shipped back to me immediately. Your prompt attention to this matter is necessary to resolve this issue.Thank you,********Business Response
Date: 07/01/2024
Good morning.
We are sorry that your item did not meet our minimum standards. Thank you for your patience. It was shipped back to you via ***** under tracking number ending on ****. For security reasons, the full tracking number and shipping details have been sent to the email in the account.
Have a good day.
Customer Answer
Date: 07/01/2024
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:06/26/2024
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.
I am extremely frustrated yet again with Rebag and unfortunately this will be my absolute last time selling with them. I have tried so many times to sell to Rebag but it seems like I am just constantly getting screwed over. I shipped out 3 bags back on June 5th that was delivered to Rebag on the 8th. From then until June 25th (17 days after rebag received the bags) I got absolutely no updates despite contacting customer service several times since it was way passed the 3-5 day turn around I was promised when sending them in. Every time I contacted I was told they are unsure and can't give any updates as another team handles submissions and they were not getting a response from the team. Finally I receive an update that they are unable to purchase 2 of the bags (with no explanation as to why- just saying it is not within their internal guidelines) and on one of the bags they lowered the offer over $600 because there was "minor wear on leather" despite it being brand new (same thing that happened last time I sent them bags too). Now after all this waiting, customer service is saying it can take another whopping 10 business days just for them to ship out my item from their warehouse and another 4-6 business days for delivery (since they ship with ground the slowest option of course). I don't understand why it takes them 10 business days just to put 3 bags in a box...At this point all I am asking for is to have my bags expedited back to me, they expect me to go over a month without $6000 worth of items, so I am hoping posting here will have them at least ship my bags faster (since customer service does not care whatsoever).Overall, AVOID REBAG AT ALL COSTS. Sell to fasionphile, mygemma or other reputable places that will have you paid the day they receive the bags and not make you wait for months without your merchandise. They show enticing offers on their ************** but they are totally fake and will not honor that price!Business Response
Date: 06/27/2024
Good morning.
We are sorry that your items did not meet our minimum standards. Thank you for your patience. The items went through very thorough inspections and unfortunately we are not able to purchase them or offer them for sale. They will be shipped back to you today and the tracking number will be sent directly to the email in the account.
Have a good day.
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