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:05/31/2024
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 ******************* Bag and my Porte Trsor long wallet to this company on 5/17 after accepting an offer from them. My items were in great shape but they gave me a refusal and said that they would be shipped back to me. Now all of a sudden, I am getting no response from the company. Please RETURN my vintage items that I worked hard to pay for.
Business Response
Date: 05/31/2024
Good afternoon.
We are sorry that your items did not meet our minimum requirements. They have been shipped back to you via ***** under tracking ending on 1354. The full tracking number and shipping details were sent to the email in the account, for security reasons.
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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
Date:05/30/2024
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 have a item they send me back at wrong address may 11 till today l didnt get the item its a new ***** women ****** horesbit hills 1000$ item they lost the **** now its been 3 month end Rebag doesnt do nothing about it they only say (lm sorry hear that will send you email or etc) never happen l want them pay me back my lost thxBusiness Response
Date: 05/31/2024
Good afternoon.
We are sorry that your item did not meet our standards. It was shipped back to the address we had in the account under tracking ending in *****. The tracking and carrier confirmed that you never picked it up from the station and requested a return to sending. Now the package seems to be in transit back to us but we have not received it yet. Unfortunately we are not able to help until we receive the package. Please contact **** again and check with them the status.
Have a good day.
Customer Answer
Date: 05/31/2024
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]
Hi Rebag its like a
joke you send it its wrong address and you know that you sent the wrong address and you didnt do anything about it now youre answering really like you are right my item is **** that you send it to the wrong address. I never give the address that address to you I dont know where you come up you supposed to send it by ***** not **** and my item ID listed because you tried to sell it very cheap price now you have to pay for it. Dont give me. Im sorry I apologize. I apologize to hear that.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Customer Answer
Date: 06/11/2024
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]
Hi, you guys keep lying over and over again. I didnt give this address. You was going to send me all the time the same address that you sent me in ******** you never send it. You never use it. ***** used to use for ***** you send it use **** Because I had a lot of item and ID listed you saying that youre not responsible item ********, ******** the packages nobody saying anything do you have million dollars in your company and you rejected one shoes shame on you I think you need more than I do
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************
Customer Answer
Date: 06/20/2024
You know what you trying to be good right you are totally bad business the way that you respond its no education l dont need nothing from Rebag my item lost hope this benefits youInitial Complaint
Date:05/24/2024
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 current images of item to be sold. I was offered an amount and when they received the item they changed their offer to 20% less than I was quoted. I declined and was told my item would be returned in 10 business days. Its been 22 business days and Ive reached out over 5x requesting an update on my return. The service rep claims they cant get in contact with the shipping team and theyve held my item now for almost an entire calendar month.Business Response
Date: 05/24/2024
Good afternoon.
We are sorry that your item did not meet our minimum standards. It was shipped back to you via ***** under tracking ending on ****. For security reasons, the full number and details were sent to the email in the account.
Have a good weekend.
Initial Complaint
Date:05/20/2024
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.
Shipped my 2 bags to them, they received it May 7 2024 (received by JJay) I got notification they received my bag May 9 . Been messaging them all the time to Ask for update but all they say its just updated you should receive an email today (its a lie) today May 20thi asked for another update and they said , you should get an update, but guess what?? Its a lie. Until now I dont know where are the bags and whats the hold up. Their website says . 3-4 days after we receive your item. Its so frustrating. I wish they will give update.Business Response
Date: 05/21/2024
Good morning.
We are sorry to hear about this situation. Our **************** manager will call you today to go through your orders and give you an update. Our inspection and processing time takes between 5-7 business days. Here is a helpful resource on our processing time when you want to sell or consign with us: ***********************************************************************************************************;
Have a good day.
Customer Answer
Date: 05/23/2024
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:05/18/2024
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 have done 2 trades with Rebag where I trade in an item and then pay the difference for the new used item. I purchaesed/traded the first item on May 3. I sent in my trade and it was accepted. I still have not received the bag I ordered. There is no update, no way to reach them I have tried WhatsApp, text, email and phone calling. They keep telling me theyre emailing me updates but Im not getting any. Stupidly, I did another trade on 5/16. Im supposed to send my trade in **** but have not received a shipping label. I want to cancel both transactions and never do business with them again!Business Response
Date: 05/20/2024
Good morning.
We are sorry to hear about your concern. Here is a quick update on both orders.
Order ending on ***: We received and processed your trade item. Your purchase was shipped this morning via ***** under tracking number ending on ****. The full tracking number has been sent to the email in the account for security reasons.
Order ending on ***: The trade item has not been shipped to us yet (see attached). Once you do, it will be process and inspected after we receive it.
Our **************** team will also reach out in case we can help with anything else.
Customer Answer
Date: 05/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I did receive shipping information on my one purchase and it appears to be on its way. However, the second trade did not happen because I was never sent a shipping label. I called this morning (your customer service hours do not match whats on your website) and after being on hold for a very long time, managed to reach someone who sent me a label. I immediately sent the trade in and it should arrive tomorrow. Please expedite shipping of my bag. I like your business and would love to see you get your act together. A lot of people are complaining about your customer service. I feel like things only moved forward because I complained.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 06/12/2024
Good afternoon.
We are sorry to hear about this confusion. But the last order we have for you ending on *** was already shipped and delivered (signed by you) under *****'s tracking #**** on June 8th. If you want to place a new order, please visit our site ********* or contact our customer service team.
Have a good day.
Initial Complaint
Date:05/15/2024
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 purchased 2 bags, you also had to pay a $***** membership fee, in order to get a particular sale price, i did this. Because they charged me twice The ***** on my Discover Card, i called made them aware and they debited my card the ****** back, therefore cancelling my membership. I was told if I returned the bag I would be charged a fee of ***** because I am no longer a member. Because I had a trade of ******, i was ok with them taking fee out. They took ***** out instead for the chanel bag i sent back and refunded me ***** less the amount they charged me for my the lv chantilly bag. They are saying that this is completely legal. Please help me. I have been purchasing from Rebag for over 4yrs. Never had this to happen before. I feel that this is an attempt to steal from their customers.Business Response
Date: 05/15/2024
Good afternoon.
We are sorry to hear about this situation. While checking your last order you did benefit of our preferred pricing and free shipping by becoming a Rebag+ member. But since you cancelled the membership right after placing the order the benefits are no longer active. Therefore your return is subject to return shipping fee and the relevant return fee. Here is a helpful article that outlines our Return Policy: ************************************************************************************************************************;
Have a good day.
Customer Answer
Date: 05/16/2024
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:The cancellation on the part of myself in regards to them (Rebag) double charging my Discover Card $***** twice is what prompted me to cancel. I called right away and told them that I was not trying to cancel the membership but could not let them charge my credit card again, when that was not the agreement. The representative thanked me for making them aware of the error on their behalf. Rebag is using this situation to get over on their customers. The fact that not one time have they brought up the subject of them charging the $***** on the April 29,2024 which was the date of purchase, which it stated it would only be taken out on the 1st of the month, yet they charged me again on May 1, 2024. Please investigate, this is so not fair. To note: I traded a bag to them, they put on the screen that i had a $305.00 credit, they turned around and debit that rebag credit ***** on the showing that i now have a credit of 255.00. The second bag I returned they credited my Affirm acct all but *****. This bag should only have been the most $***** not $65.79. ppropriately process your response, you MUST answer the question above.
Sincerely,
************************* ****
Business Response
Date: 06/11/2024
Good afternoon.
We are sorry to hear about this situation. While checking your last order you did benefit of our preferred pricing and free shipping by becoming a Rebag+ member. But since you cancelled the membership right after placing the order the benefits are no longer active. Therefore your return is subject to return shipping fee and the relevant return fee. Here is a helpful article that outlines our Return Policy: ************************************************************************************************************************;
Have a good day.
Initial Complaint
Date:05/11/2024
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.
STAY AWAY from these THIEVES andSTAY AWAY from these THIEVES and scammers!!! They will take your items and pretend they lost it!Rebag is THE WORSE luxury reseller in the US market, Im not even sure why you guys remain in business! You should be out of business for your extremely unethical practices!I sent in Chanel bag for trade 1 month ago, they 3 weeks later after countless calls, emails and text messages to multiple people and their escalated customer service, they cancelled my trade, and STILL have my Chanel bag in their possession.I will not able to accept the bag now bc someone probably stole my item and they will send me a fake item.So I am out of a Chanel bag, hundred of dollars in CC payment and a month of aggregating back and forth with this moronic business.I had to end up filling disputes and police reports to see if I can what was stolen from me from this business back!Business Response
Date: 05/13/2024
Good afternoon.
We are sorry to hear about this situation. The challenge with your order was two fold; the first time you did the trade order the item you wanted to sell (Hermes) was never shipped to us. On the second trade order, we did receive the item on May 10 and it was processed. The credit is in your account ready for the checkout. Our **************** team will continue supporting you until this is all resolved.
Have a good day.
Initial Complaint
Date:05/08/2024
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.
Dropped off item for consignment to Rebag boutique in *******, ** on March 19th. It was then sent to an undisclosed location and reviewed for authenticity. Rebag advertises on their website: "After inspection and verification, your item is live within 5-10 days". According to the status of my item, my item was verified on March 30th. I contacted Rebag via their chat feature about this item on April 23rd and again April 30th. Both times I was informed the item would be listed but not by a specific date. I wrote to Rebag and continued to use the chat feature to contact support but have received no response.Business Response
Date: 05/13/2024
Good afternoon.
We are sorry to hear about this situation. This has been escalated internally and our **************** manager will contact you today with next steps so we can investigate this further.
Have a good day.
Initial Complaint
Date:04/24/2024
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 recently sold some items to Rebag, and they were advertising a program that allows you to leave credit in your account to gain interest over time-- so I decided to leave the money in my account to be able to get more, thinking the money would be safe and secure in my account.A few weeks ago, I received an email from Rebag saying that they received a merge account request, and needed additional information to validate the request; ccd on the thread was an email that does not belong to me. On this email thread, Rebag provided my full address to the scammer, stating to provide proof of residency for it. This poses an extreme concern, since Rebag gave away my full address to the person impersonating me to easily falsify any documents with that address. When companies ask for further information, they purposefully keep off the actual address/phone number/etc to leave this open for the customer to truly prove that this is indeed their account. The next day, there was another email from Rebag stating that the additional verification provided was successful and the accounts would now be merged. I immediately responded to that email, stating that I did not make this request, nor knew what email address that was and stated that it was not me and to cancel this. From there, it took 3 days to receive a response back from Rebag, where they claimed the request would be removed.This 3 day time frame allowed for the merge to be processed by Rebag and this impersonator to get into my account, where the address and name tied into the account were changed. Unsurprisingly, they also had requested for a check of the $2,000 in the account to be sent to their new addressall while I was trying to contact Rebag. Rebag have now provided a scammer with all of my information, full address, phone number, last 4 of my bank account, last 4 of credit card, even all my previous addresses associated with previous orders and more. Everyone beware of leaving money and your personal information with Rebag. Their customer service has been extremely unhelpful and unapologetic. It feels extremely uncomfortable that all my private information is in the hands of a scammer because of Rebag. I also lost over $500 in credit as I no longer feel comfortable leaving money with them.Business Response
Date: 05/09/2024
Good morning.
Due to sensitive nature of this request one of our **************** managers will contact you directly.
Have a good day.
Customer Answer
Date: 05/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Unsurprisingly nobody from Rebag ever reached out to me like they said they would. Rebag just continues to show their unprofessionalism and lack of customer service. As I said before, stay away from rebag.
Sincerely,
******* ******
Business Response
Date: 05/16/2024
Good afternoon.
We are sorry that our team hasn't been able to reach you via phone. They have tried to call you without success. To make sure we call at the right time that works for you our **************** manager will email directly with a few date/time options so we can call you.
Have a good day.
Initial Complaint
Date:04/20/2024
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 purchased a used Louis ******* bag through ReBAg and got nothing of the type, a NO NAME purse. I sent it back for a credit or the purse I purchased and they wont accept it. Ive tried three times.Business Response
Date: 04/25/2024
Good afternoon.
We are sorry to hear that you are not happy with your purchase now. Unfortunately this order is from January and is not elegible anymore for a return. Your bank also reviewed all of the documentation we provided on this item and ruled that it matched the listing, denying the claim. But we stand by authenticity of this item and we are happy to provide you quote for it based on the current market and conditions. After we inspect and confirm its the same item we shipped, we can purchase it from you. Here is more information on how to request a quote: ************************************************************************************
Have a good day.
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