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:04/01/2024
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.
Cancelled a purchase on 3/26. My card was still charged for this the following day. It now been almost a weekmultiple calls and emails. No one will help.
Business Response
Date: 04/03/2024
Good evening.
Your order ******** was already cancelled. Refund was issued to the original method of payment. It can take 7-10 days to reflect on your credit card account.
Have a good day.
Initial Complaint
Date:03/31/2024
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 dropped off my item on wtc location and its been over a week with no updates or their cs is non responsive I want my item processed so I can get paid outBusiness Response
Date: 04/01/2024
Good morning.
We received your item and unfortunately did not meet our minimum standards. It will be returned to you tomorrow via FedEx.
Have a good day.
Initial Complaint
Date:03/28/2024
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 sole my Louis ******* makeup bag which msrp is over $600Business Response
Date: 03/29/2024
Good morning.
We are sorry that your item did not meet our minimum standards. It was rejected yesterday. Our team has shipped this back to you via ***** today under tracking #************.
Have a good day.
Initial Complaint
Date:03/23/2024
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 placed a trade order for Rebag. They accepted one of my trades for a bag. First I paid $2600 and then they said I OWE $1000 more after rejecting one of the trades. They said that they sent the item I purchased. I received it and when I unboxed it, it was empty. Just a Rebag dustbag and nothing more. I have the whole unboxing recording on film and I will be posting about this on social media. I also sent Rebag themselves the video. They know who I am. I contacted Rebag and they said it would be solved in one day and it indeed was NOT resolved. It has been 4 days since and I have heard nothing. I want my money back! This if disgusting on REBAGs end. I have two Rebag accounts due to them not updating my email on one and I am a VIP member on one and do not deserve this treatment whatsoever! HORRIBLE customer service and a bad business!Business Response
Date: 03/27/2024
Good afternoon.
We are sorry that one of items you intended to trade did not meet our minimum standards. But since you paid for the difference we shipped the item. Our fraud prevention team did a thorough investigation and we have clear footage of the item being packed in the box. You've also confirmed that the package arrived to you untampered. ***** also did a thorough investigation and confirmed that the package was delivered untampered to your address and it was signed by you.
Our Fraud prevention team will contact you again in case there is anything else we might help with on this investigation.
Customer Answer
Date: 04/03/2024
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 have video unboxing proof. So them talking in circles is insane. The box was empty. I have taken it up with my bank and I have sent the video to the New York Consumer Protection. I also have had to reach out to a lawyer. The things theyre claiming are all lies. ***** investigations take at least one week. They had an answer for me in one business day. I called *****. No investigation was opened with them. My unboxing proof is more than enough. Package received at 10:49 AM and at 11:10 AM I unboxed the item. Just because it wasnt tampered with means nothing. If anything that means the company never packaged it. They have yet to provide me with ANY proof of anything actually. I will be getting my money back and I WILL be posting my ******* video talking about the fraudulent company.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Customer Answer
Date: 05/29/2024
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]
Lie and lie again. I have video proof like I started before. You guys cant even keep up with your lies how hilarious. Your company is so stupid you claimed to know my bank info/card info and you DO NOT! I used a third party to purchase. So stupid!!! I will continue to speak OUT against your horrible company!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business Response
Date: 05/30/2024
Good afternoon.
We are sorry that you feel that way. Our fraud prevention team has all the documents and footage ready confirming that the right item was shipped to you in case you chose to pursue any further claims.
Have a good day.Initial Complaint
Date:03/21/2024
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 ordered a purse from Rebag on March 15th. The bag did not ship until the 19th (actual movement through ***** system). The delivery date is a day I will be out of town. I contacted ***** and they let me know that Rebag would have to send the request to them to have the purse delivered at a later date. I emailed them as soon as I saw the arrival date of the 26th and I have not recieved a response. It's been 2 days already and time is of the essence here. I've also reached out through social media. I'm going to be greatly dissapointed if I do not recieve my bag and recieve a restocking fee before I can even see it.Customer Answer
Date: 03/21/2024
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:03/21/2024
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 send my items to consignment end some of my items l delisted end pay the extra to send me back but they take times ******************************************************* ***** Im trying to emailed 100 times calling them daily no one answer my phone or email end one of my item its was come different they keep my original item they send me the fake oneBusiness Response
Date: 03/28/2024
Good morning.
Please contact our **************** team at ************** so you can provide more information. The screenshots you've provided are trackings from a carrier we don't use. We will need more information to properly support you.
Have a good day.
Initial Complaint
Date:03/20/2024
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 sold a ***** handbag to Rebag and ***** lost the package in transit. Now I am out the purse and no money for it. Both companies have been absolutely USELESS with any help!!Rebag requires that you use ***** and then when your package is lost they will not provide the information ***** needs for a claim...shipping waiver. This is so ridiculous!! ***** says that they, Rebag, can file the claim and give me any claim money but what are the odds!! The people who answer the phone are awful! Especially when they tell you they do not provide shipping waivers...absolutely not!!! I would like to know if they filed a claim which would give them free money that should go to me. I can see them doing it. They control everything because its their label. All they do is create a label. I lose a $2000 purse and I get nothingBusiness Response
Date: 03/22/2024
Good afternoon.
We are sorry to hear about this situation. Unfortunately we never received your item. We are not able to pay your for something we never received or inspected.
Please call our customer service team if you have any further questions.
Initial Complaint
Date:03/06/2024
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.
Dealing with Rebag is a nightmare. I sent a rebag with two excellent-condition ****** bags. A few days later, they sent me an email saying that they regretted informing me that the bag was rejected due to it not being within their internal guidelines. I was confused as it was 99% brand new, and no one could tell me what specifically was wrong with it. I am very frustrating over time. They don't care about their customers and cheat on them.Business Response
Date: 03/07/2024
Good morning.
We are sorry that your items did not meet our minimum authenticity standards. They will be shipped back to you tomorrow via ****** The tracking will be sent to the email in their account.
Have a good day.
Initial Complaint
Date:03/05/2024
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.
Hello. On 1/20/24 I initiated a purchase with a trade of two items. Order #********. On 1/24/2024 I shipped my Chanel Espadrilles and Louis ******* bag. On 2/9/2024 I got an email stating my items were being evaluated. On 2/12/2024 I got an email saying my items were cancelled. I emailed Rebag on 2/18/2024 on next steps to get my items back. No response. I called several times and Id would wait in hold for a long time just to be disconnected. I DMd them on Instagram and they advised that it would be escalated. Crickets. I DMd them again and they said it would be shipped back to me within a week. Nothing. I DMd them again and they said it takes 10 business days to get my items back. But that point it had been 14 business days since the cancellation notice. I rescheduled out to the *** via Linkedin and no response. I feel like Ive been patient and sending a BBB complaint is my final resort. Im hoping I get resolution soon. Thanks.Business Response
Date: 03/05/2024
Good afternoon.
We are sorry that your items did not meet out minimum standards. They are getting prepared to ship out tomorrow 3/6/24 via ****** The tracking number will be sent directly to the email in the account.
Have a good evening.
Customer Answer
Date: 03/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The response is in the right direction but I will not be satisfied until completely resolved. I received one item back (Chanel Espidrlles) but I did not get my Louis ******* back. *********** stated it will be sent on 3/6 and I have not gotten that one yet. I look forward to getting this back and resolving this issue completely.
Sincerely,
*********************
Initial Complaint
Date:03/03/2024
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.
I sent Rebag a bracelet to direct purchase which they rejected as not being to their standards. That is totally fine, as I have another buyer for it. They rejected on Tuesday morning 2/27/2024 and their commitment is to return within 3 days as posted on their website. I have tried to contact them via telephone, chat and email to no avail. I have a buyer for my *********************** ****** ************** Cuff Bracelet 18K Yellow Gold with Diamonds 6mm. Their lack of communication or returning my item is unacceptable. Particularly when they make client's believe that they will return the item within three days. I am absolutely willing to pay for the overnight return myself, but I can't even get in touch with anyone. This bracelet is very valuable and sells new for 5-7K, resale value 2-4K.Business Response
Date: 03/04/2024
Good morning.
We are sorry that your item under order ****** did not meet our minimum standards. It will be shipped back to you on 3/5/24 via ****** The tracking will be sent directly to the email in the account.
Have a good day.
Customer Answer
Date: 03/08/2024
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:Item has not been returned. Date on tracking they provided via ***** - ************; was created yesterday. I will update my acceptance once the item has actually been received back which does not appear to be until next week.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 04/01/2024
Good morning.
Your item was already returned to you via ***** under tracking ************. It was delivered and signed by you on 3/13/24.
Have a good day.
Customer Answer
Date: 04/01/2024
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,
*************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.