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:02/24/2024
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 sold a bag with Rebag, they offered me $700 for it which went into my account as a credit. 6 months later, I log into my account to use my credit and it's gone. They said I withdrew the credit, I have statements from all my bank accounts to show I did not. I've tried to contact Rebag multiple times since and no one will reply to an email, answer the phone, or reply on social media.
Business Response
Date: 03/02/2024
Good morning.
We've sent this request to our fraud prevention team. They will contact you directly on this for security reasons.
Have a good day.
Initial Complaint
Date:02/23/2024
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 am reaching out to express my concern regarding the buyout payment for my earrings, which I sent to Rebag for review under ORDER #******. The items were delivered to Rebag facility on February 6, 2024, and it's been over two weeks since, surpassing the promised 3-5 day review and payout period.Despite my repeated attempts to contact Rebag team through emails and phone calls, I have not received any response or update on my payment. The inability to reach a live representative for direct communication has been particularly frustrating.I kindly request your immediate attention to this matter and an update on the status of my payment. Your prompt response and resolution would be greatly appreciated.Business Response
Date: 03/02/2024
Good morning.
Order ****** has been processed and finalized. Funds were sent to your wallet on 2/26/24.
Have a good weekend.
Initial Complaint
Date:02/23/2024
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 submitted a jewelry item with intention of selling it to rebag, they received the item on 02/03/2024. They informed me on 02/06/2024 that they would not be purchasing it and would ship back within three business days. They did not ship it back within three business days and have been very unresponsive as to where my bracelet is and when I will receive it back. I believe rebag is in breach of contract and would either like payment with interest for the full retail value of my bracelet or my bracelet returned to me immediately with a store credit for the breach of contract violation. The piece of jewelry in question is a Cartier 18k white gold 10 diamond love bracelet with a retail price of $18,900.00Business 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 ***** under tracking ************.
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:[Your Answer Here]
The business has not acknowledged their breach of contract, the item was not returned within the three business days time limit.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ****
Business Response
Date: 03/28/2024
Good morning.
We are sorry that your item did not meet our minimum standards. It was already returned to you via ***** under tracking ************. Rebag reserves the right to reject an item based on our authentication and quality guidelines. Unfortunately we are not able to buy this item from you.
Have a good day.
Initial Complaint
Date:02/23/2024
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.
Shipped a YSL for a buy out. There was no update on their website after 5 days. I emailed a Rep who advised it takes 3-5 business days. I received confirmation the item was received on 2/2. It was then rejected stating that it was not the same item, which it was, on 2/13. They advised they would ship my item back. I cannot reach anyone via chat, when I call you are left on hold for 10 business and it automatically hangs up. I would call within an hour of closing time and a recording states they are closed. No one responds via email. There is just no way to get a hold of anyone within this company. Today is 2/23, I still do not have my bag back. Either return my bag and send send me a check for my bag.Business Response
Date: 03/02/2024
Good morning.
We are sorry that your item did not meet our minimum standards. It has been returned to you via ***** under tracking *************
Have a good weekend.
Initial Complaint
Date:02/23/2024
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 had sent Rebag a total of 4 Louis ********* They inspected the items and rejected previous made offers and so I requested to have my items shipped back. I had been speaking to ******* via email and she had informed me that I was going to be sent a tracking number however its almost been a month and I have yet to receive my items or have been given any update. They do not answer my calls nor respond to my text messages. They currently have my items in their possession over $5000 worth and have not provided me with updates on my items. I am requesting to have my items shipped out to me or get paid out what I had initially paid for my items when I first bought them from Louis ********Business Response
Date: 03/02/2024
Good morning.
We already responded to this request under BBB *********
Have a good day.
Customer Answer
Date: 03/05/2024
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 not been giving a tracking number nor description of anything that is being shipped to me therefore this has not been resolved. A case was open and information was pending from the warehouse but I have not received other information. I would appreciate if I received a tracking number along with invoice describing whats being shipped to me that way I can confirm all my items are being shipped back to me.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business Response
Date: 03/16/2024
Good morning.
We are sorry that your items did not meet our minimum standards. They were already returned to you via FedEx ************* which you received and signed for on 3/8/24.
Have a good weekend.
Initial Complaint
Date:02/22/2024
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 pair of shoes to rebag.com for $170 It states that I would receive payment within 3 days from them receiving the item. They received the item February 6th. On their website logged in under my account the status never changed from "received" i.e. accepted or similar. The payment is sent thru an email and not uploaded to your "wallet" on their site. I requested to have my email updated. I called on the phone and they told me I had to send an email which is ridiculous but I did anyway,to which it took quite some time for them to respond to, once they did, they said they had to forward it to the correct department even though I sent the request to the email I was given over the phone when I asked about this issue specifically but apparently they did not give me the correct email , however I think this is just a tactic to delay releasing funds to customers. Once they did respond, they responded from a strange email that I believe is set up intentionally to get routed to the "spam" inbox of an email, as I checked my email everyday, waiting for a response to the email chain I had been communicating with them on and never received a reply. I emailed them again and when they responded days later they told me to check my spam inbox, and that they had already canceled the request. It appears they knew the email would get routed to spam, and did not tell me this until after canceling my request. I replied to the email I found in my spam, with the proper documentation they requested which is quite ridiculous, they wanted a utility bill with my current address and a picture of my ID. I sent all of this in and still I have not been paid. I should have been paid 14 days ago. This company does everything it can to prevent the money that a person is owed to get released to them and it is clear it is intentional. They are a nightmare to deal with. The shoesi sold them were $1,200.00 i have not received payment for the $170 i agreed to sell them forBusiness Response
Date: 03/02/2024
Good morning.
We are sorry that your item (************ shoes) did not meet our minimum quality standards. They have already been returned to you via ***** under tracking ************. You received and signed for them on 2/27/24.
Have a good weekend.
Initial Complaint
Date:02/22/2024
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.
My order # ******** has been redirected to an unknown address per ***** and they said that REBAG authorized them to do so. They are unable to provide me that address so I am not able to retrieve my order. Please advise how this will be rectified. Thanks for your assistance in this matter.Business Response
Date: 02/22/2024
Good evening.
Your order was shipped via ***** to the address you requested. It was delivered on 2/21/24 and signed for. If you need more details please contact our customer service team at ************************************************************ so we can provide more details.
Customer Answer
Date: 02/23/2024
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 shipping address when I made the purchase was to my P O Box. I was not aware that ***** would not be able to ship it there until I got the notice that an address correction was made. When I called ***** they informed me that REBAG authorized the address change but could not give me that information. Ive called REBAG several times since Monday 2/19/24 and sent two emails with no response to find out where my order was delivered to in order to rectify this matter.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Customer Answer
Date: 03/19/2024
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 business did not mail my item to the address on file which is a PO Box. There is no other address on file. It was delivered somewhere and ***** is not authorized to give me that information. REBAG has yet to return my emails to give me that information
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 03/28/2024
Good morning.
We are sorry to hear about this situation. Your order was delivered to the address you provided and there is a proof of delivery. We've also provided the details to the card issuer so they can conclude the investigation with the POD.
Have a good day.
Initial Complaint
Date:02/22/2024
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.
Sent a $3,000 bag to Rebag 35 days ago and was delivered to them on 1/26 for them to inspect if they wanted to purchase the bag. They rejected the bag now 12 days ago on 2/11 and have not responded to any of my direct emails to their contact email on their website, asking for return tracking information. No one will pick up the phone when you call, have called 4 times now, and sat on hold for ***** mins with no answer. They have a chat that only has a bot system that does not help with any specific questions. I have emailed them 6 times now asking when they will return my rejected bag back to me and have received no response. Their website does not have any updates in my account on any return information. I would like my bag returned back to me as soon as possible and I would like a response with my actual return tracking information with my for my $3,000 bag.Business Response
Date: 02/22/2024
Good evening.
We are sorry that your item did not meet our minimum quality standards. It will be returned to you via ***** and a tracking number will be sent directly to the email in the account. For any further questions and more details please email us at **********************************.
Customer Answer
Date: 02/26/2024
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 was told I would receive my tracking number 2 weeks ago and I have received no email, no update in my account, no communication at all with my return tracking # no one answers your phones, online chats or emails please send me my return tracking number today
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
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 ************. This was delivered and signed by you on 2/29/24.
Have a good weekend.
Initial Complaint
Date:02/22/2024
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 January 23, I purchased a bag from Rebag. I traded in 4 items that the company estimated were worth $2,570. These items were to be traded towards the new item. I also paid $100. I shipped my items via ***** with the company provided label. On February 3, I received confirmation that Rebag received my items after I reached out to them. I have made multiple attempts to contact them and I only received one response about 2 weeks ago. The company said it would take 3-5 days to evaluate my items. It has been over 3 weeks. I would either like my items shipped back to me or would like the company to send the bag I agreed to in the trade.Business Response
Date: 02/22/2024
Good evening.
We are sorry to hear about this situation. Three of the four items you send for the trade have been inspected. Unfortunately one did not meet our minimun quality standards and the other two we had to adjust the quote as the quality was not as originally described. Our system sent you an email with the details and next steps. Our customer service team will reach out to you as well to cover any further questions you might have.
Customer Answer
Date: 02/26/2024
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 not receive an email from the business as promised nor had the status been updated on their app/website. I would like all of my items returned back to me because apparently they do not measure up to the companys original quote. I have not been given that choice to have my items returned. Their response to the BBB has been the first time I have heard about the status of my items.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************************
Business Response
Date: 03/08/2024
Good afternoon.
We are sorry that your items did not meet our minimum standards. It has been returned to you via ***** under tracking number *************
Have a good day.
Initial Complaint
Date:02/22/2024
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 handbag to this company and they have had it for over 2 weeks and are now telling me that they rejected it due to being repainted. I reached out to the seller of the bag and she was not aware at all of such a thing. I reached out numerous times on social media and messages and called and got hung up on 6 times. When I finally did get a response it was terse and rude and they said the policy is they will mail back in 3-5 days. My email said 3. No consistency and HORRIBLE customer service. I want my item shipped TODAY with no more excuses. They cant keep something they dont want.Business Response
Date: 02/22/2024
Good evening.
We are sorry that your item did not meet our minimum standards. Our inspection found that the item had been repainted and does not meet the brand standards. It will be shipped back to you via ***** and the tracking number will be sent directly to the email in the account.
Customer Answer
Date: 02/27/2024
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 got the same canned response with no evidence to back ** your claim.***** level of expertise do your authenticates have. You need to be able to show proof of why and photos proving so. Youre ruining reputations of people.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business Response
Date: 03/16/2024
Good morning.
We are sorry that your item did not meet our minimum standards. Our inspection found that the item had been repainted and does not meet the brand standards. This item was already shipped back to you via FedEx ************ which you received and signed for on 2/26/24.
Have a good weekend.
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