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:02/28/2024
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.
I placed an order with this retailer on 12/20/23 in the amount of $1,925. on 12/27, I signed for the delivery, and when I brought the package inside I opened it and the box was completely empty. I immediately sent an email to rebag and provided them with time stamped photos of what I received and showed the empty box. for two months after that, they told me they were doing an investigation and they can not refund me until they finish investigating. on 2/19/24 they let me know they wont be refunding my almost $2,000. the company completely scammed me took my money and did not provide the product I purchased
Business Response
Date: 03/02/2024
Good morning.
We are sorry to hear about this situation. Your order ******** was shipped via ***** in December under tracking ************* This was investigated by our fraud prevention team and *****, and it was delivered to the correct address and signed by you (as shown in the proof of delivery).
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:I never received the item and contacted them minutes after opening an empty box
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 03/22/2024
Good morning.
We are sorry to hear about this situation. Your order ******** was shipped via ***** in December under tracking ************* This was investigated by our fraud prevention team and *****, and it was delivered to the correct address and signed by you (as shown in the proof of delivery). You also stated that the package arrived untampered, and our internal footage confirms that the item was packed and sealed in that box right before it shipped.
Have a good day.
Initial Complaint
Date:02/28/2024
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.
Just like everyone else, did business with rebag got a quote and sent my bags in to trade along with 800$. And nothingBusiness Response
Date: 03/02/2024
Good morning.
We are sorry that your item did not meet our minimum guidelines. It was already returned to you via ***** under tracking number ************.
Have a good weekend.
Initial Complaint
Date:02/27/2024
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.
On 2/17/24 I ordered a Louis ******* bag from rebag with expedited shipping. The bag was advertised to come with a luggage tag, lock and keys. On 2/21 I get an email saying the lock, keys and tag are no longer available and did I still want the order. I responded with they need to reduce the price or throw in a luggage tag, lock and keys that they are selling on their site. Its going on 2 weeks later and they havent responded to my multiple email and chat messages.Business Response
Date: 03/02/2024
Good morning.
We are sorry to hear about this situation. After the reviewing the details we can confirm that the item was shipped as listed. But if you are not happy with your purchase you can request to return the item based on our Return policy (******************************************************************************************************************).
Have a good weekend.
Customer Answer
Date: 03/28/2024
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]
***** ****** ****** **********************
***** ********** ***** ** **** **** **
*** ***** ********** ****************************
******** *** *** **** * *** ******* **** *** *** **** **** ********* * ********Hello, I see there was a response to my complaint on Saturday stating they shipped the bag as listed. It does not let me reply
This is a complete lie.
On Monday I got an email from them saying again that the accessories are not available and did I want it with a $50 discount.
I said, no your people responded to my BBB complaint stating it was already shipped with the accessories. She wrote back stating she had checked with the warehouse and confirmed this information.
I asked for the tracking information because it does not show on their site that my order has shipped.
She wrote back saying she check with the warehouse and it hasn’t shipped because the accessories aren’t available.
What in the world is going on?!?
***************************************************************
Sent from my iPhone
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**** ****** ** ** ****** *** **** *** ********* **** * *** ******* **** *** ** ******* ** ********* **********
****** ***** ** *** **** ***** ** ****** ***** ****** ********* ********** ****** ** **** **** ********
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***** ******************
**** ** * ********* ******** ******* ** **** ******* *** *** ********* ** ********* ** *** **** *** ******* ********* ** ********* ****** ** *** ******** ** ******* ** ** **************
***** ****
****** ******** ****** ******* ************ *** **** **** ***** *** ** **** **** ****** **** ***** *** ***** ** ***** ****** ************* **** ************* *************************************************************
****** ** **** ** ******* **** ********************* ******* *** *** ****** ************** **** ****
*** ******** * ******* **** ******* ***** ** **** **************
***** **** ** ** ********* ** **** ***** **** ** ************
**** ******* *** *** *********** **** ** *** ** * ******* ************** *** ** *** ******* ************ ****** ********** ************ *** *********** ******* ************ ** *** ** *** *********** ********* ** ** ******** ** **** ******* ** ******** *********** ** *** **** ******** **** ******* ** ******** ****** ****** *** ****** ** ***** ***** *** **** ****** *** ******* **** **** ****** ******* ********* ******* ** ********** *** ***** ****
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ******
Business Response
Date: 04/04/2024
Good morning.
We are sorry to hear about this situation. But we've provided all the documents and have worked this out directly with Affirm. There is a resolution and they will send you a letter directly.
Have a good day.
Initial Complaint
Date:02/27/2024
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.
We sent a bag to Rebag in January after they offered $740 to purchase it.They emailed on February 7th that they were not interested and promised the return of the bag (and cover, keys and paperwork) within 5 days.We received nothing.We began calling Friday, February 16th and were promised a tracking # by days end.Nothing came.We called Monday, February 19th and were promised the same.Nothing came.We have called every day since - Tuesday (2/20), Wednesday (2/21) and Thursday (2/22) and were promised the same every day. On that Thursday, we were promised a follow up call from a manager.Nothing came and no one called.On Friday, February 23rd we called and were placed on hold for over an hour until a manager finally came on and promised us a personal email from this individual with apologies and updates by end of day and an additional email with the shipping/tracking #.Nothing came.We tried to call Monday (2/26) and their phone hangs up to a busy tone after a few minutes.We tried calling several times every day with the same result.We assume they have lost the bag or sold it.We would like the bag (and everything sent to them) returned or payment for the bag.Sent from my iPadCustomer Answer
Date: 03/01/2024
Better Business Bureau:
I never received a response from the business (no contact, tracking information or apologies) in reference to complaint ID ********, but have received the bag back this morning. I feel the matter has been resolved. I will never deal with Rebag again.
Sincerely,
***********************
Initial Complaint
Date:02/27/2024
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 watch from Rebag on 02/11/2023. In January, I put the watch up for sell on another site. After getting an offer for the watch, I was informed that the sell would have to be cancelled because they could not confirm the authenticate the watch. I've reached out to Rebag via email trying to resolve this matter with no success.Business Response
Date: 03/02/2024
Good morning.
We have received your request to review your purchase of the Gucci ***************** Quartz Watch PVD Stainless Steel and Leather 38 that you purchased from us a year ago. Our fraud prevention team has reviewed all the details and the item that we shipped back then was authentic and as described. For security reasons they will contact you directly.
Have a good weekend.
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:The compliant has not been resolved. I have not received a separate communication from the business and a certificate of authenticity has not been provided.
Rebag's website states "All items undergo an in-person, multi-touch review process performed by our in-house team of experts with 100+ years of combined experience", however, they cannot provide a certificate of authenticity like the one provided on other purchased items. If one cannot be produced, I am requesting they take the watch back and refund me my money!
Here's the section from their website that they refuse to honor...
Why You Can Trust Rebag - Our Certification Process
- All items undergo an in-person, multi-touch review process performed by our in-house team of experts with 100+ years of combined experience
- We certify every item and offer 7-day returns for any reason
Rebag Authenticity
4 years ago
Updated
Rebag authentication is an integral part of our vetting process. Every item undergoes an in-house multilayered evaluation by our authentication experts before it is Rebag-approved and listed for sale. If you purchase an item and it is proven to be inauthentic by a verified authenticator, Rebag will honor a full refund upon return of the bag.
Rebag is independent from any brand affiliation. Brands are not responsible for any product purchased from Rebag, and do not guarantee the authenticity of goods sold. Authenticity certificates are provided solely by Rebag.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************
Customer Answer
Date: 04/01/2024
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 have requested a certificate of authenticity and have still not received. If the watch is authentic, please send the certificate. I also have not received a response by their risk management team.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************
Business Response
Date: 04/30/2024
Good afternoon.
We have received your request to review your purchase of the Gucci ****** Duck Quartz Watch PVD Stainless Steel and Leather 38 that you purchased from us a year ago. Given the time of the purchase we are not able to accept a return. But we stand by the authenticity of our items and we can give a quote to purchase the item. You can find more details on how to get a quote here: *******************************************************************************************************. We will need to inspect the item and confirm that it's the same item that you purchased from us a year ago and its current condition.
Have a good day.
Initial Complaint
Date:02/26/2024
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 submitted 3 of my bags (purses) for payment to me from Rebag. The company only credited me for one of my submissions. I sent the bags in on Feb. 12, 2024. They were received on February 14th. I sent all of the submissions in one box. The submission number that I was credited for was Order number ******. the following 2 submissions, I received no credit for. Those numbers are Order #****** (a *************** Bag) and Order #****** (a LouisVuitton bag.I have emailed and phoned the company and have gotten no response. The phone number just loops you to a recorded message then hangs up.Customer Answer
Date: 02/28/2024
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:02/26/2024
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 was given a quote for two items at Rebag which I accepted. I sent both items to the company over 2 weeks ago and per the information on the website, the items were supposed to be vetted in 3-5 business days and payments made available afterwards. It has been well over 5 business days since Rebag received both my items and every attempt to reach out to someone to get a reason for the delay has been to no avail. My order numbers are:- #****** -#****** I would like to have the money quoted for these items, and if there is a reason they can no longer be accepted by Rebag, I would like my items sent back in the same condition they were in when received (I have photos) within 3 business days.Business Response
Date: 03/02/2024
Good morning.
We are sorry that your item did not meet our minimum standards. It has already been shipped back to you via ***** under tracking number ************.
Have a good weekend.
Initial Complaint
Date:02/26/2024
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 had sold my bag to rebag dropped off the bag on 02/07 and agreed on the payout being $2,150. I have been waiting for two and a half weeks for my funds and am unable to reach anyone from rebag. I called and sent emails.Business Response
Date: 03/04/2024
Good morning.
The item you shipped for order ****** was received and inspected. Our original quote has been adjusted and emailed to you as the condition of the item was not as you originally described it. Please review the updated quote in the email and confirm if you want to move forward with the order.
Have a good day.
Initial Complaint
Date:02/26/2024
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 a bag to rebag and they rejected to buy the bag. It has been ************************************************************************* They have not responded to the 10 emails I have sent, they do not answer the phone, they do not answer the chat. Nothing has been updated in my account with the return tracking information for the bag I sent them. Is Rebag stealing my bag I sent them? I want my bag sent back to me and I want rebag to send me the return tracking info. My order # is ******Business Response
Date: 03/02/2024
Good morning.
This is a duplicate request. It has been address under BBB *********
Initial Complaint
Date:02/25/2024
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.
Hello,Rebag is not returning my bag back to me that I sent to them and they rejected it. I have had only one response saying it would be returned to me in 4-6 days. It has now been 12 days. I cant get a response from anyone. Is Rebag stealing my bag? I want my bag returned back to me and I want my return tracking information now. order #******Business Response
Date: 03/02/2024
Good morning.
We are sorry that your item did not meet our minimum standards. It was already shipped back to you via ***** under tracking number ************ and delivered on 2/29/24 (signed by you).
Have a good weekend.
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