Complaints

This profile includes complaints for REBAG's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

REBAG has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/18/2024

  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.

  Not replying to all my inquiries about my trade. I sent a Chanel bag that I originally purchased from them and never got any response from all my inquiries regarding my trade.

  

  Business Response

  Date: 04/22/2024

  Good morning. 

  Your trade order was already processed and shipped under ***** tracking #************. It is out for delivery today. 

  Have a good day. 

  Customer Answer

  Date: 04/24/2024

  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:04/10/2024

  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.

  This is in regards to order ********. I made a trade agreement with Rebag in which I sent them a ***** ******* *******, a Louis ******* wristlet, and a Prade *******, and in exchange, I was supposed to receive a ************************************* ******* and some 100 in credit from not using all of what my 3 bags were worth. I made this transaction on 3/28 and sent rebag my items the morning after on 3/29. After that weekend had passed, I received an update that Rebag received my items. Initially, I thought all had been accepted, just the 100 or so extra in credit was subtracted, which was fine with me, I just wanted the Louboutin. However, after a couple days had passed, Rebag tells me that they cant accept my Prada (reason unknown because I know its authentic, I bought from therealreal which authenticates their items), nor would they accept my Louis ******* because allegedly it had a hole in the zipper, which is fine, I dont agree with this assessment, but Im not heartbroken since I SHOULD receive my 3 items back. The last I heard from them was a week ago today, just confirming the cancellation, and now I have tried to chat them on their website and send an email asking when I can receive back my 3 items. I am being ignored. I want nothing extra. After this, I plan to close my account and only use other consignment business because this has been the worst first experience Ive ever had with a business, and Im a very avid shopping consumer. I want my 3 items back as soon as possible; they were not accepted and are rightfully mine.

  

  Business Response

  Date: 04/12/2024

  Good morning. 

  We are sorry that neither of your three trade items met our minimum standards. They have been shipped back to you today via ***** under tracking ************* 

  If you have any more questions, please call our customer service team that will be able to help with more details. 

• Initial Complaint

  Date:04/08/2024

  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.

  ORDER ****** - 1 I'm a seller. I shipped 2 items with this order. One was accepted a paid (bag) the other (strap Dior) was rejected. It took 2 weeks for Rebag to reject this item, despite item was authentic and in pristine condition. Value ($280) and took another 2 weeks to ship it back to me. (that is against Rebag's policy time frame).Once package ******* reached my destination, I wasn't at home (trip) and since REBAG shipped package with signature required and with restrictions, couldn't be delivered at my address. So it was returned and delivered back to REBAG. ***** tracking ************. I contacted Rebag for several days since ***** tracking indicates delivered back to shipper and finally today Rebag sent me an email saying they actually never received item back and that would be all, they can not give me more updates about this and can't refund me. When I called them, Rebag said that it was me who should contact ***** and open a claim with them. I did it and ***** said that actually package's label was insured for its value; but the only way to make a claim is through the SHIPPER who is the only one who can open a claim with *****.If Rebag in fact didn't receive item, they might be elegible for insurance coverage and once ***** makes a decision that money will go to Rebag and then Rebag will then refund me. So I called Rebag again today and they said that claim has been escalated and need to wait 48h for an answer.The email Rebag sent me today was very unfair. Item was insured (that's why needed signature required) and tracking says it was delivered back to SHIPPER. Now, Rebag wants me to assume this as loss either way because they cannot locate package. If in fact item was lost or wrongfully delivered by carrier, then it's my problem. Regardless if package is insured and Carrier might pay Rebag for the loss and If in fact Rebag did receive it, they say can't find it and is also my loss. Looks pretty much like they are stealing this from me.

  

  Business Response

  Date: 04/22/2024

  Good morning. 

  We are sorry your item did not meet our minimum standards. The first time we shipped it back to you, ***** was not able to make delivery as there was no one available to receive the package. It was then shipped out a second time via ***** under tracking ************ and it was delivered to you on April 12. 

  Have a good day. 

  Customer Answer

  Date: 04/24/2024

  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:

  Hello. My complaint was not that; but Rebag sent me an email (before item was shipped for the second time) saying that actually - despite ***** tracking indicating delivered back to shipper - rebag didnt have item and that was my lost!!! Regardless if label was indeed insured; because according to rebag they werent in possession of the item. Then I had to assume the lost. 
  i insisted and because of that; item or package was found and after that was shipped and delivered back finally to me. I mean, because rebag were unable to find item; I had to assume the loss and rebag said they werent in possession of the item; when actually they had it. 

   

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  

  Business Response

  Date: 05/03/2024

  Good afternoon. 
  

  We are sorry your item did not meet our minimum standards. The first time we shipped it back to you, ***** was not able to make delivery as there was no one available to receive the package. It was then shipped out a second time via ***** under tracking ************ and it was delivered to you on April 12. 
  

  Have a good day. 

• Initial Complaint

  Date:04/08/2024

  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.

  We recieved an email with a 10% coupon code on 4/4 at 830 am. The code said 10% off and even referenced the bag in the email that we were looking at (picture attached).We attempted to make the purchase 3 hours later after the email arrived. The code would not work, so we called the ** line and were told to make the purchase they would make an adjustment after we paid. Now Rebag is claiming they are unable to make the 10% adjustment after being told they would and after a very clear email stated we could use the 10% coupon on this bag.We need the adjustment made asap.

  

  Business Response

  Date: 04/23/2024

  Good morning.

  We are sorry that the item you wanted to purchase was not included in the 10% sale coupon. This sale has exclusions and it is properly stated in the email you provided on this request "exclusions apply". 

  Have a good day. 

• Initial Complaint

  Date:04/07/2024

  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 placed an order with Rebag through **** on March 29, 2024. Per Rebags policy listed on ****, they are supposed to ship the item to be authenticated within 3 days of purchase. If it passes the inspection, it is then shipped to me. I have reached out to the seller several times asking when will the be shipping the item. It still hasnt been shipped. I have also reached out to **** and they are aware of the situation. I was told that if they dont ship by April 7 or 8th, there wont be enough time to ship to the authenticator, inspected and shipped to me by the estimated delivery date, April 10. I have asked to cancel my order. This company is terrible.

  

  Business Response

  Date: 04/25/2024

  Good morning. 

  We are sorry to hear about any confusion with this order. It was already shipped and delivered on April 16. 

  Have a good day. 

• Initial Complaint

  Date:04/06/2024

  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.

  An item I submitted to Rebag for buyout was shipped with the wrong label. The item I shipped for buyout is Order ID ******, however the label used to ship was created Order ID ******. The item was was delivered by ***** tracking ************.I have had Rebag lose my items, not send my items back, and have lost thousands from this company due to their negligence and/or refusal to respond to messages or calls. They are known to steal sellers consignment items and claim they are not responsible. I believe Rebag will be not process my submission correctly and I will not receive my funds or my item back.This is the second complaint I have filed and *** had previously sold items lost by Rebag, and I am terrified I will now lose money and my brand new bag.In summary, the order ID of the item I want to sell is ******. The wrong shipping label was attached to it, but the item was delivered to the warehouse today. Rebag has not acknowledged receipt of the package, or any of my emails/messages/calls to handle the matter.The bag is worth $1500, and I sent it for Rebags buyout offer of $740.

  

  Business Response

  Date: 04/11/2024

  Good afternoon. 

  We received item 269526/1 (The Row park tote) under ******* tracking #************. Unfortunately this item did not meet our minimum standards and it was shipped back to you today under ***** tracking #************. 

  Have a good day. 

   

• Initial Complaint

  Date:04/03/2024

  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 submitted multiple luxury bags to this company after accepting their offers . The first a suede leather ***** almost new!. They took forever to respond! I sent /accepted 5 more offers and sent those bags too. I just got email that they rejected my ***** due to heavy peeling interior. I was floored so I asked for pictures ( proof) of this!. Try Ignored my request and are sending it back . Now all my other bags are sitting there while they ****** and come up with an excuse why they will reject them too!. Thus business is the worst. You call only to be put on hold for over 15 min then they disconnect you !. You get on your account and there is no update what's so ever!You email only to get someone that has no clue about what's goung on with your items et...I could have sold my items 20 times over on another platform instead of dealing with this whack company!. A complete waste of time!.

  

  Business Response

  Date: 04/12/2024

  Good morning. 

  We are sorry that your items did not meet our minimum standards. They have been already shipped back to you via ***** under tracking #************. 

  Have a good day. 

• Initial Complaint

  Date:04/03/2024

  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.

  Hello,How are you? My name is ** (***************. I purchased a Hermes Blue Clic Wallet $775 on 3/20/2024 and trade in my Bulgari Purse and with my 10% refresh code which the website showed for FIRST TIME PURCHASE. However after I mailed my Bulgari Purse to Rebag, suddenly Rebag email me indicated that They can NOT admit my 10% discount which on checkout webpage it already admitted. The 10% is 77 dollars. And also, the original estimation for my Bulgari purse is $380, after they received and they gave me $355. Same issue with Order #********. I purchased a ***** 28 etoupe bag for $17,825 + Tax ****** + $20 + my 5% discount code -$****** = ********. Suddenly on the 2nd day, I received an email after my to provide my Driver License, same credit card, and bank statement. I provided all the information. Suddenly on April2, 2023 Rebag email me they cancel the order. And my 5% discount Code which I did not use disappeared in my account. So If ********************** can not admitted any discount no matter 5% or 10%, they should not put into customer's account or on the website for advertising. My request: For order#********, please cancel this order and paid me $355 for my Bulgari Purse which Rebag already received. For Order#********, I will not buy the bag from Rebag, please give me back my original 5% discount back. I just need to tell the BBB that Rebags usual trick is to use a 5-10 discount code to lure customers into buying bags, and then after you trade in or paid in full, they threaten you with cancellation. Then take the discount and ask you to pay the full amount. Thank you so much for your help BBB! I really appreciate it!

  

  Business Response

  Date: 04/12/2024

  Good afternoon. 

  We are sorry to hear about this situation. Discount codes are time bound and tied up to specific events. Unfortunately if you don't confirm your order and meet the verification on time, the order will cancel and the discount will not be available on future date (please make reference to the terms of each sale). In regards to your special day discount code, it will be active after April 17th for the new cycle.

  Have a good day. 

  Customer Answer

  Date: 04/26/2024

  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:04/03/2024

  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.

  5/30/23 I contacted customer care concerning a lost purse that I SOLD using Rebag services. The delivery carrier, ****** lost the package by delivering it to an address without a required signature. Rebag states they assist with filing claims for lost items yet after MONTHS of ************* correspondence, they repeatedly refused to file the appropriate claim wit ****** Even after receiving official documentation from the company stating fault. ***** stated they will pay me for my lost item, Rebag is only required to complete a claim, Rebag states they will not file the claim on my behalf irregardless of the fact ***** has taken full responsibility for losing the item and would be the on making the payment.

  

  Business Response

  Date: 04/04/2024

  Good morning. 

  We are sorry to hear about this situation. Unfortunately we never received your items nor had the chance to inspect them. So we are not able to certify what you shipped nor the authenticity, condition or values of what might have been in the box. Looking at the letter you've attached to this claim, ***** also confirmed from their investigation that right after you ship this package you requested the shipment to be routed back to you (not to who you shipped it to) and probably how this package might have been lost after someone in your location signed for it. They will be able to provide more details on this. 

  If you have any further question on this particular request, please contact our customer service team directly. 

• Initial Complaint

  Date:04/02/2024

  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.

  I placed an order for a Loewe bag on 3/25, Order ********. It still has not shipped but ReBag charged my credit card for the full amount on 3/25. I have called multiple times and keep getting a different answer - first it was supposed to ship last Friday, and then 3/29, and then it was supposed to ship yesterday 4/1. This is dishonest and frankly, STEALING. Please ship this item ASAP.

  

  Business Response

  Date: 04/03/2024

  Good evening. 

  We are sorry to hear about this confusion. Your order was already shipped via ***** under tracking #************. We confirmed with the carrier that you received and signed for this order on 4/2/24. 

  Have a good day. 

  Customer Answer

  Date: 04/05/2024

  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,
  
  ***************