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:08/25/2025

  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 my 4 bags to them , they have been done for weeks but they havent sent payments to me , i contacted customer service but nothing can be solved, look like they want to hold customerss money with ridiculous reasons

  

  Business Response

  Date: 08/29/2025

  Good afternoon. 
  
  We are sorry to hear about any confusion. While reviewing your account we confirmed that orders ending in **** **** **** *** were processed and completed, within the established timeline (******************************************************************************************************************************). Login to your account and the funds are already in your wallet. 
  
  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:08/22/2025

  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.

  On July 23, 2025, Rebag provided me with a quote for a buyout of my handbag. The bag was shipped, received, and reviewed on August 7, 2025. Since that last update, I have been consistently checking my account for any payout, but there has been no payment or updates as of August 22, 2025. I have sent three emails inquiring about my payment. Each time, the representatives assured me that the bag passed the vetting process and that the payout was underway, promising it would be in my account by September 6, 2025. I find this timeline unacceptable and unethical, considering this transaction was a buyout submission, not a consignment. The last representative even requested that I submit a positive review after explaining the long wait time for the payout. It is highly unacceptable to have to wait 5-6 weeks while my items are being held for sale. Not what I agreed to.

  

  Business Response

  Date: 08/22/2025

  Good evening. 

  We are sorry to hear about any confusion. While reviewing your order ending in 201we see that its on track to be completed by 8/27, well within the established timeline (******************************************************************************************************************************) that you agreed to. 

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 08/22/2025

  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:08/21/2025

  Type:Sales and Advertising 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 have submitted my bag to Rebag for a quote and accepted their buyout offer. After shipping the bag, Rebag received it, reviewed it, and listed it for sale on their website. I reached out to inquire about my payment, and they informed me that listing it on the site was part of the processing. Since I chose the buyout option, which offers a lower price than consignment, I don't want to wait until the bag sells to receive my payment. Given that my item has passed authentication and is now listed for sale on your website, I expect my payment to be processed *************,

  

  Business Response

  Date: 08/21/2025

  Good afternoon. 

  We are sorry to hear about any confusion. While reviewing your account we see that order ending in *** is on track to be completed by 8/23/25, well within the established timeline ******************************************************************************************************************************. An email will be sent directly to the email address in the account once processing is done.

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 08/21/2025

  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:08/18/2025

  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.

  In August 2025, I submitted a brand new $1,000 ******************* to Rebag for evaluation. I shipped it in a large rectangular Amazon box, carefully packed in its original protective packaging ******************* ribbon, bubble wrap, accessories). The purse was in flawless, brand-new condition.I declined Rebags purchase offer. Instead of returning it in the same condition and packaging, Rebag:- Repackaged it into a much smaller cube-shaped Rebag box (not my Amazon box).- Folded and crushed the Saint ******* box.- Failed to return the ribbon and some accessories.- Provided no bubble wrap or proper padding.The damage occurred inside the sealed Rebag box during their possession, caused entirely by their decision to discard my safe packaging and use inadequate materials. I have clear before-and-after photos proving this.Legally, once Rebag accepted my purse, they became a bailee and had a duty to return it in the same condition. Their careless repackaging breached that duty and constitutes negligence. Their written claim that they return items exactly as received was false, amounting to misrepresentation under consumer protection laws including the Texas Deceptive Trade Practices Act and New York General Business Law ******. Their limited liability clause cannot shield them from damage they directly caused, as businesses cannot disclaim negligence under Texas or New York law.Despite multiple escalations with Rebag support, they have denied responsibility and cited their ****************** rather than resolving the issue.Desired Resolution: I request that Rebag purchase the purse back from me at a fair value of $900, reflecting the diminished market value caused by their mishandling.

  

  Business Response

  Date: 08/18/2025

  Good afternoon. 

  We are sorry that we had to return your item. Our fraud prevention team already made an investigation and replied to you formally. The paper shopping you are trying to claim (not even the handbag) is not covered by our terms not it has any calculable value. Your item was returned to you exactly as we received it and this paper shopping bag was folded to not affect the actual item in transit. 

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 08/18/2025

  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:

  Summary:
  Rebags own BBB response admits they folded and altered my original ************* packaging. That admission proves they did not return my property exactly as received, directly contradicting their written policy and prior emails. Photographs show further mishandling the purse left loose in the box, the protective dust bag unused, and the shopping bag crushed as filler all of which diminished the purses market value.
  Details:
  1. Contradiction of Policy & Admission of *************************************** *************** Rebag claimed they return items exactly as received. Yet in their BBB response, they state they folded my original shopping bag. This is an admission that they altered my property before returning it, which breaches both their policy and their legal duty.
  2. Failure to Protect the *********************************** **************** Rebag asserts the purse was protected. The photos prove otherwise: the dust bag meant to shield the leather was left folded beside the purse instead of around it, leaving the bag loose and unprotected. This is not luxury-standard handling it is negligent repackaging.
  3. Market ****************************************** **************** Rebag dismisses original packaging as valueless. That is false in the luxury resale market, where dust bags, shopping bags, and ribbons increase buyer confidence and resale price. By folding, crushing, and discarding these materials, Rebag reduced the purses resale value.
  4. Legal ******************************************* **************** Under Texas and New York law, Rebag was a bailee once they accepted my property, with a duty to return it in the same condition. Their own admission and the photographic evidence show they breached that duty through negligence. Businesses cannot disclaim liability for damage they directly cause.
  
  Resolution **************************************** **************** I request that Rebag purchase the purse back from me at a fair value of $900, reflecting its diminished value caused by their mishandling.

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

• Initial Complaint

  Date:08/15/2025

  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.

  Hi - I purchased the Cluny Top Handle LV purse from Rebag at **************************************************, while on vacation. Once I returned home and removed the bag to carry it, I noticed white lines, cracking all around the handle where it attaches to the handbag, and on the flat where it folds back when opened. When I finally got to speak with a Rep, ******, and explained the issue and told her the date I first called, she said the time frame to call was within 2 days. I believe that it was because the first call was on July 5th, which was in the timeframe. When I called back ******, he said that it was not 2 days, and that it was 7 days. On both calls, I offered to provide pictures, but they declined, telling me to wait until I hear back from them. After this, the games began. I have attached the email chain, and now wish that I had recorded the calls. They are dishonest. Rebag was contacted initially on July 5, 2025; they have denied registering that call, which is weird; however, I am not surprised. I have made many calls to them, in which they have only acknowledged some.I do not believe that they have their handbag authenticated, or perhaps not the handbag that I purchased. The store did not have the best lighting; however, in good lighting, you could see the damage clearly.

  

  Business Response

  Date: 08/16/2025

  Good morning. 

  We are sorry to hear about this situation. But you purchased this item in store after careful inspection. Then removed the tags and used the bag for over a month. Unfortunately we are not able to accept this return. But we are happy to offer you a quote for it, here is a helpful resource: ***************************************************************************************************************;

  Please contact our customer service team if we can assist further. 

  Customer Answer

  Date: 08/19/2025

  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:

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  
  Hello,
  Please pursue this matter further on my behalf.  I have reattached emails, call logs and etc.

  
  Rebag is being dishonest, however, I am not surprised, they have given me the run around since day one.  Rebag was contacted 5 days the after purchase.

  
  The handbag did not have a tag, the representative looked up the price and share that it was on sale, and additional 15% off. I did not remove the tag, however, I did look over the handbag that day, the damage was not visible in their lighting.

  
  Once I returned home and unpacked the handbag to carry it, that is when the damage was visible in good lighting and they were contacted. They said that my case had been escalated, however, that never happened.  I offered to send pictures, and they kept saying they did not need them at that time.
  Please review the attached email chain where Rebag asked for pictures after allowing more time to pass.  The handbag has not been carried for a month, it has not been carried at all.  The bag was purchased on June 30, 2025 and they were contacted on July 5, 2025 unsuccessfully. 

  Afterward, I tried calling off and on until I was able to reach them on July 16, 2025.  After speaking with ******, I explained what had taken place and offered to send picture. She said she would escalate the matter and they the games begun.  It was until a few days later that I realized that they were holding me off, and I started tracking all calls and emails. 

  
  I had hope that this would not turn into a horrible experience.  

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

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

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

  

  Business Response

  Date: 08/20/2025

  Good afternoon. 

  We are sorry to hear about any confusion. But you did inspect this item in-store and then purchased it. Unfortunately your request to return it is past the return policy time (see link below). However, we are happy to provide you a quote to either buyout/consignment or trade. Here is a helpful resource on how to submit your item for quote: ********************************************************************************************. As soon as you approve the quote you can ship us the item. Then after inspection if all clears, you can either be paid, consignment is listed or a trade order can be completed. 

  Return policy: ***********************************************************************************************************************************************************************.

  Please contact our customer service team if we can assist with anything else. 

   

• Initial Complaint

  Date:08/14/2025

  Type:Delivery 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.

  Order#******. Im filing a formal complaint because I sent my item on July 21, 2025, and received an email that item was received on July, 23, 2025, and to expect a 2-3 week processing time. Last update states status as processed on July 30, 2025. I called today, August 14, 2025 (3 week ****** and was told that processing time is 4-5 weeks. The item has been listed for sale and this is not a consignment but a buyout. Therefore, this is not acceptable to change terms after the fact. I expect payment as agreed. See screenshots showing item listed for sale and the original agreement of processing in 2-3 weeks. Please pay me accordingly. Thank you.

  

  Business Response

  Date: 08/15/2025

  Good morning. 

  We are sorry to hear about any confusion. Order ending in *** was already completed and paid to your wallet, well within the timeline established (******************************************************************************************************************************). Please log in to your account and check your wallet. 

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 08/15/2025

  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:08/14/2025

  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 decided to sell a pair of shoes to Rebag, as they quoted me an amount slightly higher than Fashionphile. I shipped out the shoes and they were marked as received on 7/18/25 and then marked reviewed on 7/24/25 and listed on their website. I still have not received payment and I reached out to customer service and was told ********************** has updated their selling terms and it will take 4-5 weeks for payout once items are marked as reviewed. I had submitted my selling request on 7/8/25 and was told this new policy had gone into effect on 7/14/25. I was not notified of this, or I would have just sold my item to Fashionphile and saved myself the headache. Receiving my shoes on 7/18/25 and then quoting me an estimated payout date of 8/23/25 is absolutely insane.

  

  Business Response

  Date: 08/15/2025

  Good morning. 

  We are sorry to hear about any confusion. While reviewing order ending in **** we see that it was already completed and paid to your wallet well within the timeline established and agreed to (******************************************************************************************************************************). 

  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:08/14/2025

  Type:Customer Service 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.

  Good afternoon,I'm writing regarding Order #******. I've seen that it was reviewed, and I havent gotten an update yet. I have reached out to customer service and was told that I'd need to wait 4 to 5 weeks to get paid. When I checked online, the 4 to 5 weeks covered the whole process, as per the following link:****************************************************************************************************************************** Despite the bag already being reviewed, customer service failed to give me an accurate update. I have sent two emails with no response. The company also failed to reach out to me regarding their updated process; otherwise, I wouldn't have sent my bag to them. I have sold countless items, so I don't understand why they haven't. My item has been reviewed, and yet they tell me that I need to wait until 9/13 to get paid. Please keep in mind that they don't do direct deposit, and they just deposit cash in the wallet. I'd like to speak to a manager that would respond.

  

  Business Response

  Date: 08/14/2025

  Good evening. 

  We are sorry to hear about any confusion. While reviewing your account, order ending in *** was already completed and paid to your wallet. This was done well within the established processing timeline (******************************************************************************************************************************). Please login to your account and you will see the funds in your wallet. 

  Please contact our customer service team if we can support with anything else. 

• Initial Complaint

  Date:08/14/2025

  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.

  Subject: Submission order # ****** (3 items) and order # ****** (2 items):I recently sold multiple items to Rebag. For my submission order # ****** I received a shipping label on July 21 which states "Your item will be evaluated in 7 business days, andyour payout will be deposited in your Rebag Wallet." My package was delivered to Rebag on 7/24 and I received email confirmation about that from Rebag on July 28. Since then it was been longer than 7 business days and I have not received my payment.I checked their website and it seems that their terms have suddenly changed without Rebag telling their customers about it. Their FAQs now state that it will take 4 weeks to receive payment. I did some digging online on multiple social media channels and found out that I'm not the only one having that same problem. Nobody's items are processed within the time frame we were promised and on top of that Rebag also changed their terms regarding the payout. It is deposited in the sellers "wallet" from which until very recently we were able to withdraw the funds immediately to our bank accounts. I verified this with Rebag customer service and was told that sellers have to leave the funds in their wallets for ********************************** pay them another 3% fee to withdraw immediately. No where during the submission process was I made aware that I won't be able to access my money in full until I wait another additional 15 days. I'm sure the fine print was changed to make it legal but still it's not good business practice or ethical to not tell Rebag's seller.Submission order # ******: Shipping label was sent 7/22 there the payout timeline was updated to "2-3 weeks". That package was delivered 7/28, confirmation about receipt by Rebag on 7/30, nothing since then. My items are currently also already listed on the Rebag website so they have been processed and authenticated. This is criminal!

  

  Business Response

  Date: 08/14/2025

  Good afternoon. 

  We are sorry for any confusion. While reviewing your account we found that both of these orders were already completed and paid to your wallet. Please login to your account and you will find the funds already in the wallet. Both were processed well within the established timeline (******************************************************************************************************************************). Here is a helpful resource for when you and how you choose the cash out: **********************************************************************************************************;

  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:08/13/2025

  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.

  Recently I have send my Cartier ring to be consignment on Rebag website, I have two and rarely wearing them so I decide to resell one. The process of evaluate for authenticity took about a month before my item got listed. They recently sending me a new quote for reducing the price to better chance of selling my ring. I finally went to the listing page and view and see why my ring hasnt sold, perhaps it is because of the size. However to my surprise, the pictures are what concerning me. My ring condition from the listing site is totally not true, it looks so worn, ugly, and old when the one I sent in is barely worn. I contacted the customer service and they didnt want to address the issue, just stating that its the most truthful description and pictures of the ring after their inspection and authentication process. I kept email them to ask for an explanation, and they were threaten that there is no response needed from last email. I have requested for the ring to be send back to me, but Im afraid how would I be able to wear it or considering of resell it to other website if my ring condition is altered. From the picture, my ring seems to be permanently damage, decreasing in it value which appears to be possibly from chemical test but didnt thoroughly clean it immediately afterwards during the appraisal and inspection period.

  

  Business Response

  Date: 08/14/2025

  Good morning. 

  We are sorry to hear about this situation. While looking at your order we can see that you originally stated that this item was excellent/mint condition. But after inspection (right when you shipped it) it had clear signs of heavy wear. We notified you around the adjustment to the condition statement before it was listed, and you approved it. The item was also not platinum as you had originally stated, it is white gold. It is our responsibility to state the actual condition of the item in the listing as we always do and show the accurate photos of the item. Unfortunately we are not able to offer this item any for sale any longer and it was been returned to you. 

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 08/14/2025

  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 problem is the item hasnt returned to me. I approved the original appraisal but not further reduction. I have requested for the item to be unlisted after seeing the listing page with viewing of my item pictures. My point is that when I reached out the customer service, they didnt resolve the problem. The picture I took prior to drop off is not what the pictures appeared on the listing page which is totally damage. The picture I uploaded on here is what was on it. Im upset because no one address my concern and kept saying it is my ring that I sent in when obviously it was not. The ring was barely wear, has hair line scratches but never look like the pictures listed with all the mental exposing and appear like I abuse the wearing the ring, it looks like vintage and nothing compare to the original ring. The damage likely from chemical using during the appraisal process, and instead of offering investigation, the company and customer service is totally blame it on client, and not taking responsibility for the damage. The ring is still not in my possession yet.  

   

   

   

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

  
  Sincerely,
  
  ** ******
  
  
  
  
   
  

  

  Business Response

  Date: 08/20/2025

  Good morning. 

  We are sorry that your item had to be returned. It was already shipped to you via ***** under tracking ending *****. The full tracking and shipping details were sent to the email in the account for security reasons. 

  Please contact our customer service team if we can assist with anything else.