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:03/02/2024
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 a item to rebag, the whole process was very easy i sent them pictures of my item, then then gave me a estimated quote for $325 depending on if everything checked out which it did, they sent me shipping label and i shipped on feb 15, they said it would take 3-4 days to authenticate then another post said 5-7 days for everything and to receive payment, its now march 2, i have sent over 5 emails, and whats off is before i sent it they would reply to my email, now they have not replied or picked up any of my calls. At this point any normal person would be worried.
Business Response
Date: 03/03/2024
Good morning.
Thank you for sending us your item. It has already passed the first part of the inspection and it's schedule to go through the final inspection tomorrow 3/4. As soon as the inspection is completed and if it meets our standards, you will be paid right after. An email will be sent directly to the account on the file as soon as the process is finished.
Have a good weekend.
Initial Complaint
Date:03/02/2024
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 bought a bag from rebag on 02/05/2024 and I received the bag on 02/23/2024. The exterior of the back of the bag have a scratch on the bag but the photos on the site did not show any, I think it was someones fault after taking those pictures or during the packaging so I contacted costumer service and see what they can do. I sent a lot of emails to their costumer service and trying to send messages to live chat more than a week still showing unseen. I try to ask the rebag stylist whom used to send me promo codes and she responded, she said I have to email customer service to adjust the price and I told her Ive tried and none of them answered and she said she can help me look into it but it takes 48-72hours. Now I wait for her more than five days and still didnt have any response. And the site shows that I can just exchange the bag for $8230 now and I bought it for $13830. Thats ridiculous. I dont know what can I do.Business Response
Date: 03/03/2024
Good morning.
We are sorry to hear about this situation. But when looking at the photos you sent with the scuff underneath the flap it matches exactly with how we listed the condition for the item (please see attached). One of our customer service managers will contact you tomorrow about this to see how we could help. This item might be elegible for a return if you are not happy with your purchase (Return policy: ******************************************************************************************************************).
Have a good weekend.
Customer Answer
Date: 03/11/2024
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]
They just sent me a email and asked me to return it. I responded to them the reason why I am not able to return it and they are not respond anymore, they are not solving the problem.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*** *****************
Business Response
Date: 03/22/2024
Good afternoon.
We've confirmed that the condition of the bag matches the listing. But as a valued customer we made a one time exception of accepting this return when the request was right after the return period expired. Our customer service team also sent you the return shipping label. Unfortunately we cannot process a refund until we receive and inspect the bag. Please ship it back to us so as soon as you can so we can help find a reasonable resolution promptly.
Have a good day.
Initial Complaint
Date:03/01/2024
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.
I submitted a quote for my Celine ********* and they offered me 625 I excepted shipped it with their shipping label its been over a month they didnt except my bag because conditions so they emailed me telling me they are shipping back.3 weeks later after lots of phone call attempts and emails nothing I want my bf back! I trusted them and nothing my next step would be to file a police report this is THEFT!Business Response
Date: 03/02/2024
Good morning.
We are sorry that your item did not meet our minimum standards. It was already returned to you via ***** tracking *************
Have a good weekend.
Initial Complaint
Date:03/01/2024
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.
I sent in items on 02/15/24 for ORDER #******. I was supposed to receive my buyout payment but never did i keep getting told I will be paid shortly and still not receiving payment 1 week and 3 days. Im very disappointed i've sold to Rebag alot in the past and now theres a problem. They OWE ME $840.00 PAY ME!!Business Response
Date: 03/02/2024
Good morning.
After physically inspecting the items, two of them had a different condition to what was originally on the app. An email has been sent to the account holder to review the new quotes.
Have a good weekend.
Initial Complaint
Date:02/29/2024
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.
Date of the transaction 1/29/2024.I wanted to sell my handbag that I paid $800 for to Rebag online.Originally, Rebag offered $1400 for it and I accepted and shipped it to them via ****** However, they rejected it due to their internal guidelines. This is fine. However, they have not shipped it back nor followed up. They have not followed up with me after I have reached out to them multiple times. I want my handbag back.Business Response
Date: 03/02/2024
Good afternoon.
We are sorry that your item did not meet our minimum standards. It has already been returned to you via ***** under tracking number ************.
Have a good weekend.
Initial Complaint
Date:02/29/2024
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 pair of Chanel shoes for consignment. The shoes were received in their warehouse on February ********* received a confirmation email letting me know they'd be processed and listed in 3-5 days after being delivered. It's now been three weeks without any updates on their part. I have sent countless emails and tried to make countless calls but their system hangs up your call while you're placed on hold. Nobody has been able to update me as to what is going on with my consignment. What irks me even more is that they continue to send marketing emails and post on social media without addressing the ongoing issues that all of their customers are experiencing. This is a joke! What a way to do business.Business Response
Date: 03/02/2024
Good morning.
We received the item for consignment order ****** (Chanel shoes). It completed the first step of the inspection and our quality team will do the second and last inspection by 3/5/24 before we can proceed to list them. Once the process is completed you will have the update in your account on the app. An email confirmation will also be sent.
Have a good weekend.
Customer Answer
Date: 03/04/2024
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 has not answered the question as to WHY it's taken almost a month. After the shoes were reported as delivered and received, your email and website said 3-5 business days for processing. In this month of ZERO communication nobody has bothered to email or call me with an update. That is very unprofessional and shows little to no care for your customers/clients.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************************
Business Response
Date: 03/25/2024
Good evening.
Your consignment item is already live for sale on our site. For security reasons, please use the item ID in your order to track it live.
If you have any further questions, please contact our customer service team.
Initial Complaint
Date:02/29/2024
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 shipped 2 bags to sell with rebag. I was paid for one, and the other was marked as unable to be purchased. I never received an email from them, and I have not received tracking for them to send the bag back to me that they are not purchasing. I have sent multiple emails, chats, and every time I call after 10 minutes of hold time it hangs up.Business Response
Date: 03/02/2024
Good morning.
We are sorry that one of your items did not meet our minimum standards. It is getting prepared to ship out on 3/5 via ****** The tracking number will be sent to the email on the account.
Have a good weekend.
Customer Answer
Date: 03/09/2024
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]
The package was shipped back to me via ****** However, the morning of the delivery, the seller requested the package be sent back, and ***** never attempted the delivery and is now sending the package back to sender. This information was provided to me from ***** customer service. I feel as though my property has been stolen at this point, and plan to take the next steps.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 03/28/2024
Good afternoon.
We are sorry that your items did not meet our minimum standards. They were originally returned to you via ***** under tracking #************ but the carrier was not able to get ahold of you to complete the delivery. After we received then back, we shipped them again via ***** under tracking #************ which was delivered and signed by you.
Have a good day.
Initial Complaint
Date:02/29/2024
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 recently sent a handbag to Rebag for a buyout (order#******) and they received it and rejected it for some vague reason; which is fine. I just want my handbag back. I have called countless times and have emailed twice (2/20 and 2/27), in which both means were unanswered. The chat option is worthless as well. I have done business with Rebag successfully in the past, so filing a complaint is my last resort. Please advise.Business Response
Date: 03/02/2024
Good morning.
We are sorry that your item did not meet our minimum standards. It has already been returned to you via ***** under tracking number *************
Have a good weekend.
Customer Answer
Date: 03/07/2024
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:02/29/2024
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.
02/29/2024 I sent four items to Rebag for buy out options and they received them on 02/12/2024. Ordrer ******.It says on the website Recieved on 02/15/2024.Accepted amount was $3615.It had to take 3-5 business days to process those items and let me know the status of acceptance.I tried to email them and contacted several times.Its almost impossible to get in touch with them but I was fortunate enough to talk to them. They promised me it will be no later then 02/27/2024 and I will have Email of acceptance and price for the items.I still did not get any response.!!!!!They have my expensive items in their possession. I regret every second when I decided to send my items and have any kind of business with that company.Where are response, Money and my expensive bags and other goods?I want my money or my items/goods back ASAP. I am sick and tired of waiting for a response from them.Customer service representative promised me but I did not get anything !!!!Customer Answer
Date: 02/29/2024
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:02/29/2024
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 traded and item with Rebag, trade number#****** and item traded for order number #********. Trade#****** was shipped on 2/16 and received by Rebag. I have sent mutiple messages for multiple days. I have sent four chat messages, 3- 4 emails, called multiple times only to be put in a continuous automated message with no answer and the line eventually hangs up. I literally called today from a land line and two cell phones at the same time. I selected three different options from each phone only to be put in the continuous automated message on all three calls. I listened to the continuous message for 10 minutes on each line only to be disconnected at 10 minutes.There has been no response from RebagBusiness Response
Date: 03/02/2024
Good morning.
We can confirm that your trade items have been processed and inspected. Your new item under order ******** will ship out on 3/4 via ****** The tracking number will be sent directly to the email in the account.
Have a good weekend.
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