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.
- 214 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:06/13/2024
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.
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.
Initial Complaint
Date:06/12/2024
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 writing to report Rebag online store regarding my recent purchase of a *********************** 30 bag from Rebag, order number ********, made on November 27, 2023. This purchase cost $3994.56.Recently I discover significant chipping of the paint on the handles. This flaw indicates that the handles have been previously recolored, a crucial detail that was not disclosed to me at the time of purchase. This is a defect I couldnt have notice upon receiving the bag thus I didnt made the return at that time.It is deeply concerning to me that such a substantial defect was not made transparent during the purchasing process. Had I been informed of the recoloring situation, I would have made a different decision and chosen not to proceed with the purchase. The lack of disclosure regarding this matter feels deceptive and dishonest.Furthermore, my attempts to address this issue with Rebag customer service team have been met with refusal to provide a refund. This response is unacceptable given the circumstances. As a consumer, I have the right to expect honesty, transparency, and fair treatment from them.I would like Rebag to provide me with a full refund or exchange for the defective bag. I look forward to your response and a resolution to this matter. Thank you.Business Response
Date: 06/12/2024
Good morning.
We are sorry to hear about this situation. You purchased this bag from us on November 2023 (over 6 months ago) under order ending on ****. It wasn't until yesterday that you reached out to our **************** team to let us know about this situation. Unfortunately we cannot accept a return 6 months after the item has been used. Here is a helpful resource on our return policy: ******************************************************************************************************************. What we could do is offer you a quote to purchase the item from you based on the current condition and market. Here is a helpful guide on how to submit the item for a quote: **************************************************************************************************;
Have a good day.
Initial Complaint
Date:06/10/2024
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.
This company, REBAG, committed to providing me with a buy amount of $315 once they received my luxury item. They provided me with a ***** label tracking #************ and told me to drop it off at ***** location near me. I did this. I dropped it off at ***** location-********* on 5/16/2024 . In the brown packaging box, I included the Louis ******* box. Inside the Louis ******* box I put the Louis ******* cosmetic pouch, covered with the dust bag, blue ribbon and proof of purchase envelope.On May 22,2024 **** from REBAG ****** services emailed me stating there was no contents in the package. With this email, she sent a picture of my Loui ******* box with no items inside besides the proof of purchase envelope. Since then, they have not made the effort to follow up: I have contacted them many times and they say someone will call or email me. No one ever does. I have requested a supervisor and they state there is no supervisor on duty every time I call. I either want my items back including my luxury item(cosmetic pouch) or my buyout amount of $315. I have filed a police report with ********* location (the package drop off location) in order to have access to the video cameras and make sure package was sent out and police have confirmed it was and that no one in the store opened my package. I also filed a claim with ***** because I was not going to rely on REBAG to do so.Business Response
Date: 06/11/2024
Good afternoon.
We are sorry to hear about this situation. Our fraud prevention team made a thorough investigation including close up footage from the receiving process and this box arrived along with the brand box inside but the handbag was not there. Unfortunately we are not able to issue payment for something we never received or inspected.
Please contact our customer service team if we can help with anything else.
Customer Answer
Date: 06/13/2024
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:Business has not provided proof of shipment received. I will need pictures of the box before and after opening it as well as video.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
************************************
Business Response
Date: 07/02/2024
Good afternoon.
We are sorry to hear about this situation. Our fraud prevention team made a thorough investigation including close up footage from the receiving process and this box arrived along with the brand box inside but the handbag was not there. Unfortunately we are not able to issue payment for something we never received or inspected.
Please contact our customer service team if we can help with anything elseInitial Complaint
Date:06/10/2024
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.
Rebag has stolen my item. In reference to Order ID: #******/1, I never received the item back that was rejected. No tracking number was provided to me. I have ring camera records showing it was never delivered. Rebag can either compensate me 800 dollars for the item they never sent back or they can pull themselves together and stop being criminals and actually send my item back.Business Response
Date: 06/11/2024
Good morning.
We are sorry that your item did not meet our minimum standards. It has been shipped back to you via ***** under tracking ending on ***** The full tracking number and shipping details have been sent to the email in the account.
Have a good day.
Initial Complaint
Date:06/07/2024
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.
I sent in a bag to rebag for buyout offer, and they, after initially sending me an offer, have decided to drastically reduce my quote upon receiving the bag. I had provided high quality, numerous photos ahead of time to ensure full transparency. They said the reason for this reduction was that they thought my bag was "excellent" condition but upon receiving it only think it is "good".What is incredibly shady is that I had sent this same bag in for consignment earlier, and they had evaluated and posted it on their website FOR SALE as "excellent condition." Only when I decided to change for buyout did they now find it "good". They either damaged my bag, or they are purposefully reducing my quote because of buyout and made up the condition excuse. Either way, it is an incredibly dishonest and lacks good faith way of conducting business. Reviewing other's experiences, I can only see that this is a common way Rebag conducts business. Rebag is dishonest and tricking people in sending them their bags with high upfront quotes, and then reducing it the second they get the item. They have now left me in limbo for over two weeks now, while the inspection team "reviews." When I call, the agents only say they can "send a note, but if they don't want to review, they just wont deal with the issue." I want Rebag to honor my initial quote.Business Response
Date: 06/10/2024
Good morning.
We are sorry to hear about this situation. Unfortunately the condition you stated when the bag was quoted via image is different to the one when we physically inspected the bag. Therefore we are not able to honor something which condition was not properly stated. Please contact our **************** team if would like to request the item shipped back to you.
Have a good day.
Initial Complaint
Date:06/06/2024
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.
In April 2024 I submitted a bag to rebag for purchase. I sent the item in and it safely arrived. Rebag declined to purchase the bag, after a few weeks of waiting I contacted them to find out when my bag would be sent back to me (this was a very rare, vintage, Louis ******* denim bag). I received an email with tracking information a few days later, a few days after that I checked the tracking to see where my bag was, it said delivered with a picture. I didnt recognize the house in the picture so I looked further into the tracking information and could see that the address was changed a few hours before delivery. So I called ****** They said that the original address was a PO Box and they dont deliver to PO Boxes so either they, or the sender would have had to change the address. I am not associated with the address (about 30 miles away) so I called rebag to see if they changed the address while the ***** person opened a case to try and retrieve the bag. Rebag said that they did not change the address. However, they also said that they are not responsible for my bag being lost and they didnt insure the package, only purchases are insured. So they would like it to be my problem that they sent my bag to a P.O. Box using a carrier that does not deliver to P.O. Boxes and also my problem that they didnt insure the package? No, thats not my fault. If I have to file a lawsuit to get the replacement value of the bag back, I will. But I will not suffer the repercussions of their actions and blatant disregard for somebody elses property.Business Response
Date: 06/07/2024
Good morning.
We are sorry that your item did not meet our minimum standards. It was shipped back to you via ***** to address you provided with the submission. Here is a helpful resource on rejected items shipping: *******************************************************************************************************************************************;
Have a good day.
Customer Answer
Date: 06/17/2024
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:They did not address my complaint, at all, whatsoever. I do not care that they did not accept my bag for purchase, I care that my bag was lost when being returned to me. Rebag failed to insure the package and also FRAUDULENTLY declared that the value of the item in the shipment was worth less than $100 when creating the shipment with ****** I am owed either an exact replacement for the bag that was lost or the value of the bag (at least $3,500) because it was lost due to their negligence and their fraudulent declaration to ***** resulted in the package not being insured.
Sincerely,
*****************************
Business Response
Date: 06/28/2024
Good morning.
We are sorry that your item did not meet our minimum standards. It was shipped back to you via ***** to address you provided with the submission. Here is a helpful resource on rejected items shipping: *******************************************************************************************************************************************;
Have a good day.
Initial Complaint
Date:06/05/2024
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.
Initial visit: 12/2023 - SoHo location, bad interaction w. the staff so once my items were completed for review for consignment I took my items to WTF location on 12/8 to only have issues at this location with submitting my item -- over a month of issues from initial visit to only find a new manager handling my situation who then loses my bag and also gets fired. Being bi-coastal, I returned to *** location in April to still now have my lost claim in JAN resolved but also then now working with a 3rd manager + VP of handbags who both did and have still not done anything to resolve my matter. Even their CS support number was not helpful.Business Response
Date: 06/05/2024
Good afternoon.
We are sorry that your item did not meet our minimum standards. They were shipped back to you in January under ***** tracking number 789350363319. Attached is proof of delivery.
Have a good day.
Customer Answer
Date: 06/06/2024
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:This tracking number was delivered to a ******, ** address, an incorrect address. The address provided to Rebag & their manager, *********************** (who is no longer at the company) at the time in Jan ********************* and was given a Manhattan address, which she also entered incorrect. Also, this shipment was for an item (bottega veneta handbag) well valued over $1000 USD and was shipped without a signature requirement.
Sincerely,
*************************** ********
Business Response
Date: 06/18/2024
Good afternoon.
We are sorry that your item did not meet our minimum standards. They were shipped back to you in January under ***** tracking number 789350363319. Attached is proof of delivery. This item was shipped to the address you originally provided.
Here are some helpful resources for rejected items:
******************************************************************************************************************
*************************************************************************************************************************************
Have a good day.
Initial Complaint
Date:06/03/2024
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.
This is a follow up complaint with the previous complaint case reference number: #********. Although I did not agree with the business statement and solution, I did received the item back today. However, the warranty card of my item is missing. The warranty card stands for an identification for my item and it is unique(I have the unbox video showing the warranty card is missing, I just could not upload to here). Also, several new scratches were found on my item. I attached them to this case(I only attached the most important/easy to contrast two.). Further, I suspect the item might be replaced as: 1) my warranty card is missing and there is no exact way to make sure 2) the serial number shows on the item is different than my receipt. I will need the original warranty card to make sure.My item's price is significantly dropped as a result of the business's behavior. The two reasons are stated above: 1) missing warranty card, 2) a change of condition from mint to not. I did contacted the business however no responses received.Business Response
Date: 06/04/2024
Good afternoon.
We are sorry that your items did not meet our minimum standards. Thank you for confirming you received them back. After doing an internal review we can confirm that we shipped back exactly what you shipped to us.
Have a good day.
Customer Answer
Date: 06/05/2024
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 100% sure that I send the certificate to rebag because I really want to sell this product,so why I need to keep this certificate?Certificate is important for sell
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********
Customer Answer
Date: 06/13/2024
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]
RReturn my certificate!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********
Business Response
Date: 06/13/2024
Good afternoon.
We are sorry that your items did not meet our minimum standards. Thank you for confirming you received them back. After doing an internal review we can confirm that we shipped back exactly what you shipped to us.
Have a good day.Initial Complaint
Date:06/03/2024
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.
Thank you: Rebag Ref: ****** *March 20th I made several visits to the Rebag ************************** regarding items that I wanted to sell *The necessary reviews/photos were taken and submitted by Rebag Staff *I received confirmation that they accepted my Items after internal review *I returned again to the store bringing my items that they accepted for sale *Rebag subsequently rejected the item, now in their possession, previously accepted and have refused to return my Chanel bag. I have emailed (no response!) and called on MANY occasions. Representative '******' advised that there is a backlog due to the Mother's Day rush.*It is troubling; I fear they may have lost my Chanel bag and stalling - it has been two months!*Please help!Business Response
Date: 06/04/2024
Good afternoon.
We are sorry that your item did not meet our minimum standards. It has been returned 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: 06/06/2024
Better Business Bureau:
I have reviewed the shoddily and unaccountable worded 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 thanks to The Better Business Bureau!
Sincerely,
***************************
Initial Complaint
Date:06/01/2024
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.
Submitted my ******************* ******** for resale, one was declined the other lower offered so I declined the offer. It was received by Rebag 5/3, declined on 5/15. I was told my items would be sent back in ten business days. It has now been 12 and I still dont have my items. I have been promised they were shipping today then told by another rep they dont know when theyre shipping out there is a warehouse delay. Im still awaiting a supervisor to contact me back. I woul like my items back including the original LV box, purse cover and tags. This is beyond ridiculous.This company has the worst customer service. I will never resell here again! Seller beware!!!Business Response
Date: 06/03/2024
Good afternoon.
We are sorry that your items didn't meet our minimum standards. They have been shipped back to you via ***** under tracking ending on #****. The full tracking number and shipping details have been sent to the email in the account.
Have a good day.
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