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:06/26/2024

  Type:Product 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.

  Dear BBB, I am seeking help regarding an Online Handbag Consignment Issue at Rebag. The Item ID for this consignment is 274950/1. It is received by Rebag on 05/10/2024 and reportedly being sold on Rebag at 06/18/2024. There is an issue with the consignment payout the minute I received the notice because the numbers did not add up. For this item, I should have received a payout of $731 based on the selling details, but instead the payout sent to me (my Rebag wallet) was $485, an amount $246 lower. I have tried online chattings, emails, multiple calls inquiring about the payout issue, but I could not get a direct response about this sale. I got hung up several times by their phone services teams and also unfinished chatting responses through their messaging help. Also, on the other hand, there are two interfaces in the Rebag App where I could find information regarding this sale. On one interface, the payout is correct, it showed the number $731 based on the Net Sold Price of this consignment $1044, after deducting the 30% commission fee of $313 ( 1044 - 313 = 731). But on the other interface, the payout suddenly dropped to $485. I was asking about this payout mismatch many times and I could not get a direct answer. The customer team repeatedly reminded me that this payout of $485 is within the initial estimated payout range but they could not answer why the final payout is not dependent on the indicated sold price in my Rebag account. I am seeking help from BBB to ask Rebag to give me a clear and transparent notice about this consignment, simple questions that require answers: what is the final sold price for this item? what is their commission rate? and how much should I get paid in the end?Please see the attached screenshot I obtained from my Rebag account and also the chats I have with Rebag for your reference. Please let me know if I need to provide any other information to clarify my complaints. Thank you very much for your help! Hong

  

  Business Response

  Date: 07/01/2024

  Good afternoon. 

  We are sorry to hear about this situation. Thank you for your patience. Our customer service manager confirmed that he's been working with you on this and your final payout was $731.00, which is already on your account. Please contact our customer service team if we can help with anything else. 

  Have a good day. 

  Customer Answer

  Date: 07/03/2024

  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:06/25/2024

  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.

  Wife submitted her bag for Rebag to purchase, which they agreed to buy for $2680. Rebag provided shipping label. Package was sent from our home on 3/25 and shows delivered on 4/1 to ********, **. Contacted Rebag when payment wasn't received. They stated it wasn't delivered to their address. After multiple times going back and forth with Rebag to no avail, we filed claim with ****** ***** requested shipping waiver from Rebag to absolve Rebag of claim rights given they have the contractual relationship to ***** by providing a prepaid shipping label. Rebag customer service agents refuse to provide, assist, or escalate to management the request for shipping waiver. Without shipping waiver Fed won't pay claim. Today is 6/25 so this issue has been going on almost 3 months now and we are out $2.7K with no one from Rebag assisting with what should be a very simple ask. Based on other BBB reviews, I will tell my wife to absolutely not use their service again given how inherently risky their operation is. In the meantime we will have to pursue the civil courts to address restitution.

  

  Business Response

  Date: 06/26/2024

  Good afternoon. 

  We are sorry to hear about this situation. Thank you for your patience. Unfortunately we never received your item. Therefore we are not able to certify what was packed or shipped, or the authenticity/condition of the item nor sign any waivers. Please provide all photos, videos and receipts you might have on this and send them to your insurance company so they can process your claim. 

  Have a good day. 

• Initial Complaint

  Date:06/25/2024

  Type:Product 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 sold a bag to Rebag on 4-10-2024 with a buyout from Rebag of $1810. They paid me $1675 with no communication from them giving me an option for the reduction of the price paid to me nor any explanation. I escalated the issue only to be told the item was not in the correct condition. They are suppose to confirm that the new quote is acceptable to the seller. They will not honor the original price or offer to return the bag to me, as they state is their policy when selling to them. They do this all the time. I have sent in new bags only to be low balled when received. They are intentionally defrauding sellers. I want my difference of $135 refunded to me

  

  Business Response

  Date: 06/26/2024

  Good morning. 

  We are sorry to hear about this situation. Thanks for your patience. While reviewing this particular order (ending in ***) we found that the condition of the bag when we inspected it was not the same that you declared when we quoted it. The item was not in pristine new condition, it has been used and show signs of wear. Our quote was adjusted to reflect that. Our **************** manager will call you today to give you more specific details. 

  Have a good day. 

  Customer Answer

  Date: 07/10/2024

  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 issue is the fact you did not get my approval for the reduction in payment  you never sent an email to verify if I would sell at the lower price  and then you did not offer  to return the item  you consistently change your price and state untrue condition of the items. You should honor the price since you did not give me the option to sell to you. Stop quoting the condition  thats an outright scam on Rebags part  you change quotes on brand new bags. I believe you do this on purpose to get the items then you pay less for the item  I have done business with fashionphile for years and never once have I they changed a quote  you are intentionally scamming sellers  you own me $135  please pay up

   

   

   

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

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

  

  Business Response

  Date: 07/27/2024

  Good morning. 
  
  We are sorry to hear about this situation. Thanks for your patience. While reviewing this particular order (ending in ***) we found that the condition of the bag when we inspected it was not the same that you declared when we quoted it. The item was not in pristine new condition, it has been used and show signs of wear. Our quote was adjusted to reflect that. That is why quotes are subject to inspection. That is why is really important the you disclose the actual condition of them item when requesting a digital quote. Funds are already in your wallet since you've been paid out already. 
  
  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 find that this resolution is satisfactory to me and the matter has been resolved.
  Rebag provided a credit for me for the difference. It took many attempts but the issue is resolved now
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/25/2024

  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.

  6/11 bag was received at headquarters 6/17 received an email rejecting my item Contacted VIP rep to inquire about return of my bag was informed would take up to 7 business days to receive an email. This far no email received made multiple calls no answer from the rep *** ***** . Big big scam that should not be allowed to function . They still from people luxury goods and money. Should be shut down immediately.

  

  Business Response

  Date: 06/26/2024

  Good afternoon. 

  We are sorry that your item did not meet our minimum standards. Unfortunately we cannot purchase this item. It has been shipped back to you via ***** under tracking ending on ****. The full tracking number and shipping details were already sent to the email in the account for security reasons. 

  Have a good day. 

• Initial Complaint

  Date:06/22/2024

  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 louis ******* wallet to this business for a quote in an attempt to sell it to them. They rejected the wallet saying it did not meet their criteria and took over 10 days to ship it back to me . When they shipped it I was not given the option to insure my item nor did they insure it . My item was delivered to the wrong adress by ***** and because it was not insured by them I will be out of any potential sale of my wallet as it is now lost . they offered no resolution and said they do not insure it because its not their item . so they neglected my personal items and on top of it did not offer to protect it . i feel that they should cover the value of my item regardless if they wanted it or not because of this carelessness i do not have insurance on my lost item

  

  Business Response

  Date: 06/25/2024

  Good afternoon. 

  We are sorry that your item did not meet our minimum standards. It was shipped back to the address in your account via ***** under tracking ending on ****. 

  Here are some helpful resources to answer your questions. 

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

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

  Have a good day. 

  Customer Answer

  Date: 06/25/2024

  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]

   The issue is not that my item was not accepted my Rebag. The issue is that it was shipped back to me without the proper insurance coverage in case the item was to be lost by ****** unfortunately, ***** did miss deliver my very expensive wallet, and the only solution that Rebag offered me was an apology telling me that they did not insure my item because they did not considered it their property. to me that is very careless and the option to have my item covered with insurance should have been given to me even if I had to pay more for it now I dont have my wallet. It is lost and Rebag refuses to do anything about it.

   

   

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

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

  

  Business Response

  Date: 07/01/2024

  Good afternoon. 
  

  We are sorry that your item did not meet our minimum standards. It was shipped back to the address in your account via ***** under tracking ending on ****. 
  

  Here are some helpful resources to answer your questions. 
  

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

  Have a good day. 

• Initial Complaint

  Date:06/19/2024

  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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Rebag for refusing to provide me with a shipping waiver. This is preventing me from filing a claim with ***** regarding my missing boots.On May 25th, I sent a pair of boots to Rebag via ***** using the shipping label that was provided from rebag tracking number ************. Unfortunately, the shipment never arrived, and after contacting *****, I was informed that I need a shipping waiver from Rebag to proceed with a claim to investigate the missing package.Despite multiple attempts to contact Rebag's customer service, I have been unable to obtain the necessary shipping waiver. I have explained my situation to Rebag representatives several times, yet they have consistently refused to provide the waiver, stating reasons that I find insufficient and unsatisfactory.This situation has caused me significant inconvenience and frustration. The lack of cooperation from Rebag not only prevents me from recovering my lost item but also hinders the investigation into the missing shipment, which is crucial to resolve this matter.I am seeking your assistance in resolving this issue. I request that the Better Business Bureau intervenes to facilitate the issuance of the shipping waiver from Rebag so that I can proceed with the claim process with *****. ***** refusing to run the claim because I do not have a shipping wavier. The contents of my package were clearly stolen someplace between where I dropped it off with ***** and the rebag warehouse. I believe this intervention is necessary to ensure that consumer rights are protected and that businesses adhere to fair practices.Sincerely,************************* I have attached the original email from rebag that shows the picture of the empty box that was recieved. Other emails for their refusal ***** emails saying they can't do anything with out the shipper waiver.

  

  Business Response

  Date: 06/19/2024

  Good evening. 

  We are sorry to hear this, and we appreciate your patience as we investigated. Your package was received sealed. When it was opened, the shoe box was empty. Our team notified you as soon as we opened your package. In regards to a waiver,  we are not able to certify what was packed since we did not receive your item. We recommend you contact your insurance company directly and provide evidence of what you packed and shipped. We hope you are able to find resolution with them. Please contact our **************** team if we can help with anything else.

  Customer Answer

  Date: 06/20/2024

  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:

  If they provide the uninsured shipping label for luxury items. There is no insurance to contact. I don't know why they keep taking about insurance. This has been repeated behavior by this company and ****** I am attaching another customers complaint. 

   

   

   

   

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

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

  

  Business Response

  Date: 06/27/2024

  Good evening. 
  

  We are sorry to hear this, and we appreciate your patience as we investigated. Your package was received sealed. When it was opened, the shoe box was empty. Our team notified you as soon as we opened your package. In regards to a waiver,  we are not able to certify what was packed since we did not receive your item. We recommend you contact your insurance company directly and provide evidence of what you packed and shipped. Please include a video of when the item was packed, sealed and handed to a carrier. Looking at the photos attached, they are not included and your insurance company will require them. We hope you are able to find resolution with them. Please contact our **************** team if we can help with anything else.

  Have a good day. 

• Initial Complaint

  Date:06/18/2024

  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 an item to Rebag as part of their trade program as Rebag is in the business of buying and re-selling luxury handbags. Rebag provided me with a pre-paid label to ship the item (a vintage Chanel purse) to their warehouse. I was informed by Rebag that while the box arrived to their warehouse, the contents of the package was not received. Rebag informed me that despite providing me with the label that they are not responsible for this loss and cannot contact ***** or otherwise open an investigation. I have contacted ***** separately and was told that because I used Rebag's shipping label it would be Rebag that would have to open an investigation with them.I find this is an unacceptable business practice as again, Rebag is in the business of buying handbags and provided their own label for that item. Rebag refuses to compensate me for this loss or otherwise open an investigation to assist me with a solution so I may have some recourse here. Further, their customer service is terrible. I have spoken to about four associates on the phone who were extremely lacking in sympathy and basically refused to accept any responsibility for this issue or offer any solution.

  

  Business Response

  Date: 06/19/2024

  Good morning. 

  We are sorry to hear about this situation. But after reviewing the footage we can confirm that we received the box untampered and it was empty. We recommend that you check at home or where the item was packed as it seems it never made it to the box. Most likely your insurance company will need clear evidence of the item getting packed, sealed and shipped if you file a claim with them. Our customer service team is here to support you, please call us if we can help with anything else. 

  Have a good day. 

  Customer Answer

  Date: 06/20/2024

  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:

  Rebag's response is unsatisfactory and is trying to shift the blame to me, the customer. **********************'s customer service emailed me on 6/18 asking for the drop-off receipt with ***** so they could contact *****. I provided the drop-off receipt. To date, I have received no response to that communication. Instead, Rebag now claims that it refuses to open an investigation with ***** despite its earlier request for the receipt so that it could contact *****. 

   Rebag provided me with a pre-paid label, invited me to send in my luxury handbag as part of a "trade", and now seeks to ***** all responsibility when the package using their label is missing the contents. 

   Rebag's response assumes that I have taken insurance out on the package. Yet, Rebag never informed me (or any of its customers for that matter) that it should take out insurance on all packages being shipped to Rebag. Likely because if they were upfront of this policy, they would see further decline of their business as such a policy is atypical for any business transacting online and reliant of shipment and deliveries of goods.

  Further, Rebag references footage of opening my package. I would like that footage.

  In addition, Rebag is engaging in deceptive trade practices by not alerting its customers of their constantly updated policy terms, burying their terms online, and failing to inform customers that they bear the risk of any items getting lost or stolen while in transit to Rebag. This is unacceptable.

   

   

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

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

  

  Business Response

  Date: 06/28/2024

  Good morning. 
  

  We are sorry to hear about this situation. But after reviewing the footage we can confirm that we received the box untampered and it was empty. We recommend that you check at home or where the item was packed as it seems it never made it to the box. Most likely your insurance company will need clear evidence of the item getting packed, sealed and shipped if you file a claim with them. Our customer service team is here to support you, please call us if we can help with anything else. 
  

  Have a good day. 

• Initial Complaint

  Date:06/16/2024

  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.

  I made trade order with rebag. Item was sent on 5/31 and it was delivered on 6/6. received email that they were going to process to get the store credit. It has been almost 2 weeks and they told me I have to wait for it to be processed. I had 2 different shipment, I trade Item that was purchased from them, NEVER USED IT. They even decrease offer amount says it has interior odor.. wow.. I never used that bag. Anyway, I want my store credit asap.This is taking ridiculously long.

  

  Business Response

  Date: 06/17/2024

  Good afternoon. 

  We are sorry to hear about this situation. But please note that trade orders depend on the seller shipping the items so our team can then receive and inspect them. Here is a helpful resource on the process time: ***********************************************************************************************************;

  Order ending on *** was completed and funds paid to your wallet on 6/14/24. 

  Have a good day. 

  Customer Answer

  Date: 06/25/2024

  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]

   

   I had 2 separate shipment that was arrived to your warehouse on 6/7,and I received email from your company confirming you will process the vetting.

  I did get paid on my first shipment. 

  My complaint is not about the first shipment. 

  I have been asking about my second shipment which 7days as you promised has been passed, I wanted to know the status but your answer is only to wait.

  Your company advertised as if you spend more money, you would be a VIP customer and you will get the priority service right?

  I asked for the priority services because it's been more than 7 days but you didn't respond anything. 

  Yes, you did pay for the first shipment. 

  My complaint was NOT ABOUT THE FIRST SHIPMENT. 

  I received credit for my second shipment today which is 6/25.

  Process vetting on 6/10.

  You should've explained why it's taking so long instead of telling me about 7 business rules. This has been more than 7 business. 

  Received credit on 6/25.

   

   

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

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

  

  Business Response

  Date: 07/12/2024

  Good afternoon. 

  We are sorry to hear about this situation. Thank you for your patience. The other order you are making reference to (ending on ***) was also paid out on 6/25. Please call our customer service team if you need any more information. 

  Have a good day. 

• Initial Complaint

  Date:06/16/2024

  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.

  I ordered a purse. It was not in the condition I expected so I initiated a return within the return window and mailed back via ***** (after receiving multiple shipping labels that did not work). The company received my bag and said they issued the refund but it has been weeks and the money has not been returned. I try calling and the automated system eventually just hangs up. This company is a complete scam!

  

  Business Response

  Date: 06/17/2024

  Good afternoon. 

  We are sorry to hear about this confusion. Your return for order ending on **** was received and processed on June 4. The refund to your original method of payment was issued that same day. An email confirmation was sent to the account on file. And our **************** team sent it again on June 11. Note that it can take 3-5 business days for your credit card issuer to process and release the refund. 

  Have a good day. 

• Initial Complaint

  Date:06/13/2024

  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.

  Rebag has gained notoriety for its unethical behavior in the US market. It is surprising that they are still operational considering their track record. I personally had a distressing experience with them when I sent in my Chanel bag to sell over 2 weeks ago. They rejected it, which was unexpected. Despite my numerous attempts to contact their customer service department through calls, emails, and text messages, they have not sent back my Chanel bag, nor have they informed me about their policy to ship within 10 days. I received an email stating that it would take 5-7 days for the bag to be shipped, which is significantly different and unusual compared to other resellers who usually take 5-7 days to receive the bag. When I sent her the screenshot of the email that said 5-7 days, the customer service representative seemed surprised and didn't know what to say. Their company is unprofessional and unethical. I don't understand why they are holding onto a rejected bag for 10 days, and I am extremely frustrated with Rebag. This bag is my most expensive and valuable one, and I suspect something fishy is going on. I urge others to be cautious and avoid selling their bags to Rebag.

  

  Business Response

  Date: 06/13/2024

  Good afternoon. 

  We are sorry that your item did not meet our minimum standards. The item was returned to you via ***** under tracking ending on ****. Shipping details and full trackings were already emailed to the email in the account. 

  Have a good day.