Complaints

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

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  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:08/13/2025

  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.

  I sent Rebag 7 bags to sell. The company received my items on 07/08 and completed the authentication and vetting process on 07/15, and has not paid me until today. Between 07/15 and now, I have reached out multiple times. ********* told me the first time it would be 2-3 weeks until I get paid, so I waited until 7/19 to reach out again. Surprised, he then told me there was a policy change: "payouts are now issued within 45 weeks from the date of receipt. This adjustment helps us ensure timely and reliable payments while supporting the long-term sustainability of our operations. You will receive the payout on August 3rd." Now it is 08/13, and I still have not been paid by the company. reached out via email since no one answers the call, but I have not received any answers. The company **** me $6845, which has not been paid. DISCUSSTING!

  

  Business Response

  Date: 08/13/2025

  Good afternoon. 

  We are sorry that one of your items in order ending *** did not meet our minimum standards. It has been returned back to you via ***** under tracking ending in ***** The full tracking and shipping details were sent directly to the email in the account for security reasons. Here is a helpful resource to properly state the actual condition of your item when requesting a quote: ************************************************. Now that the rejected item is returned, the order has moved to completed and payment will go directly to your wallet. 

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 08/13/2025

  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]

  Rebag owes me $6845 for the completed order, and it was clearly stated in Guiherme's email. However, all I received was $1150 after BBB interfered with Rebag.  I request the FULL amount to be credited to my account

   

   

   

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

  
  Sincerely,
  
  ***** *******
  
  
  
  
   
  

  

  Business Response

  Date: 08/20/2025

  Good morning. 

  We are sorry to hear about any confusion. But the information you are stating is not accurate. Both of your orders were paid to your wallet since 8/14 for a total of $6,845.10, ready for cash-out since then. Please log in to your account to complete the process or contact our customer service team if we can assist with anything else. 

  Have a good day. 

• Initial Complaint

  Date:08/13/2025

  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.

  I have shipped two designer handbags to Rebag as they agreed to purchase this from me. These items were shipped on 7/7/2025 and received on 7/09 and accepted on 7/10/2025. At the time of 7/7 when I agreed to sell by bags to Rebag the terms for payout were 5-7 days after acceptance. Then without notification they changed the policy on 7/14 to 2-3 weeks. I spoke with a representative there around 7/15 and I was told my payout would be received on 7/29-7/30 at the latest. Those days came and went, I never received payment for my bags. I sent another follow up email, I was then told oh well its extending to 4-5 weeks, it is 8/13 and I still have not received payout for my items. I have sent follow up emails and I have not received any communication anymore. I declare that Rebag has officially stolen my handbags and I am owed $2,200. I am filing a complaint and I want to file suit to get paid.

  

  Business Response

  Date: 08/13/2025

  Good morning. 

  We are sorry to hear about any confusion. But while reviewing your account we see that both of these orders have been processed and completed. Funds are already in your wallet and an email notification was sent to the account holder. Please login to your account and check in your wallet. Or please call our customer service team if we can support you on how to see the orders processed and paid. 

  Have a good day. 

• Initial Complaint

  Date:08/13/2025

  Type:Product 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.

  We have been doing business with Rebag for some time, and in the past, they have always processed our payments within 57 business days after receiving our merchandise.However, for our most recent shipments, Rebag has significantly delayed payment without prior notice.The earliest shipment in this batch was received by Rebag on July 15, ******* of today, Rebag has received a total of 78 items from us, with an estimated total value of around $80,000.We were not informed in advance of any changes to the payment timeline.When we inquired, Rebag first said it would take 23 weeks for payment, then changed it to 4 weeks, and most recently 45 weeks.These changes were made only after we followed up, and no consistent timeline has been given.The payment for the July 15 shipment has still not been received, even though it has now been over 3 weeks.

  

  Business Response

  Date: 08/13/2025

  Good morning. 

  We are sorry to hear about any confusion. While reviewing your account we see that the last group of items you sent arrived between the end of July and August. They will be processed within the established timeline in our terms (***************************************************************************************************************************). But our customer service manager will also call you this morning to cover any additional questions you might have around your orders. 

  Have a good day. 

  Customer Answer

  Date: 08/18/2025

  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]

  On August 7, I dropped off items directly at your store. At the time, I was clearly informed and assured that drop-off items could be processed and paid out immediately before leaving the store. However, despite following this process, I still have not received any payment.
  In addition, several of my items were re-quoted at lower prices, and I accepted the new offers. By agreeing to the adjusted quotes, both parties confirmed the transaction which means Rebag has formally accepted the items, and I have agreed to the pricing. Yet, no payment has been made for these items either.
  This situation is unacceptable. Your shifting payment timelines and failure to honor commitments have already caused significant disruption. I must insist that payment for:
  All items dropped off on August 7, and
  All items for which I accepted your revised offers
  be issued immediately, no later than this Friday.
  If this matter is not resolved by then, I will have no choice but to escalate my complaint by filing with the Better Business Bureau (BBB) and considering further actions to protect my rights as a seller.
  Please confirm receipt of this complaint and provide a clear update on the payment status without delay.
  Sincerely, 

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  

  Business Response

  Date: 08/26/2025

  Good afternoon. 

  We are sorry for any confusion. Your account manager will contact you directly to go through any updates as you have ongoing on orders and most pending ones have not been with us for more than a week or two in processing. A call will be more helpful to go through the details. 

  Have a good day. 

  Customer Answer

  Date: 09/02/2025

  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:08/11/2025

  Type:Delivery 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 submitted a ***** handbag under the buyout optionnot consignmentbecause I wanted to be paid immediately rather than wait for the item to sell, as would be the case with consignment. My bag was received on July 22,and I have since seen that it has been reviewed, listed, and even posted for sale on your website. However, I have yet to receive my payment.This is misleading, as the buyout option implies prompt payment to the seller regardless of when the item is sold. It appears that the company is waiting for the sale to be completed before issuing payment, which is essentially consignment under a different label. If this is the practice, then sellers should be informed clearly upfront and not be given a buyout option that does not align with its stated purpose. Order #******

  

  Business Response

  Date: 08/12/2025

  Good afternoon. 

  We are sorry to hear about any confusion. While reviewing your account we found that order ending in 802 was already processed and completed. Funds are already in your wallet. We do want to clarify that buyouts also have a processing timeline: ************************************************************************************************************************************;

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 08/13/2025

  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:08/11/2025

  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.

  I sold two expensive handbags to Rebag and I sent my items using their prepaid ***** labels provided online and the items arrived safely and I received their email the items have arrived and been accepted. I have sold items to Rebag before and I received my payout with in 3-7 business days but this time I still have not received payout from *************************** my items arrived at Rebag according to the ***** record and their confirmation email was 7/8/2025.Rebag order number: ****** - $1538 ****** - $6510 Thanks

  

  Business Response

  Date: 08/11/2025

  Good evening. 

  We are sorry to hear about any confusion. While reviewing your account we see that both of these orders were completed over the weekend and paid to your wallet. Please login to your account and you will be able to see both orders completed. Please contact our customer service if we can assist on how to access your Rebag.com account and navigate your orders and the wallet. 

  Have a good evening. 

• Initial Complaint

  Date:08/11/2025

  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.

  On 8/2/2025, I purchased an item on Rebags website for a total of $4204 which included a $35 shipping protection fee.This item was supposed to be a direct signature required item upon delivery.On 8/8/2025, per the ***** Tracking ************ it states delivered.However, when you pull up the actual proof of delivery, it is evident that the item was not properly delivered to me or anyone authorized. Furthermore, Rebag failed to provide me proof of a valid signature of whomever received the item, ***** simply stating FDESK in comments from courier does not suffice or provide proper indication of where package was left. It only shows that the delivery was mishandled and the package could have been left anywhere. Additionally, when I asked for pictures, they were not able to provide anything.I have also checked with my buildings reception area and they have not received this package nor have any record of this package in their logs.Rebag failed to ensure my package was delivered to me, and they are also not honoring the shipping protection which I paid additionally for.Please help me obtain a refund as this was very poorly handled, and as a consumer I am being charged for an item I did not receive nor being refunded despite paying additional charges for shipping protection which is very dishonest and misleading on Rebags behalf. What is the point of them taking the $35 fee from me?I have attached evidence. Please assist in protecting me as a consumer.Thank you!

  

  Business Response

  Date: 08/11/2025

  Good evening. 

  We are sorry to hear about this. But our fraud prevention team did a full investigation with the carrier and there is valid proof of delivery to the correct address. We've also notified your lender and provided them with all the evidence that this was properly delivered to your address. If you have any additional documents you need our team to review, please email them to ********************************** and please include the order number as the subject line. 

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 08/12/2025

  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 already raised a request with ***** to look into this matter, but you the business have not provided valid proof as Fdesk is not valid and even our reception area has acknowledged that this package never came to them.

  I also paid additional for shipping protection, so why are you not helping with that as package is clearing missing.
  

  This is very wrong and misleading from Rebags part.

  Please help me, I paid a lot of money for an item to not receive it and now have lost my funds too.

   

   

   

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

  
  Sincerely,
  
  ***** ****
  
  
  
  
   
  

  

  Business Response

  Date: 08/20/2025

  Good afternoon. 

  We are sorry to hear about this. But our fraud prevention team and the carrier did an investigation and it concluded that this was delivered to you at the right address. We've also provided the information to your credit card issuers who also confirmed there is a valid proof of delivery. Unfortunately we are not able to process a claim for something that was already delivered to you. 

  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:08/10/2025

  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 sent 7 items last month (delivered 7/10 and 7/17 and 7/18) but i haven't paid yet. rebag customer service told me that i'll be be paid out next week for one that checked in 7/10 and the other will be the 8/22 and rest will be the last week of august. i havent notified from them about policy changes prior to my shipments.. and i would sent them if i would knew that it will take that long. they are all buyout and they are all cost over $10000!!without any notice, they just told me that payout will takes up to 5 weeks!! this is horrible!! who would sent the valuable stuffs and wait that long?? this is scam. i sold all these because of medical bills and now i ended up paying late fees to them.

  

  Business Response

  Date: 08/11/2025

  Good morning. 

  We are sorry to hear about any confusion. While reviewing your account we found that most of the orders were already completed and paid over the weekend well within the processing timeline (******************************************************************************************************************************). Our customer service manager will call you to see if we can help with accessing your account and wallet dashboards. 

  Have a good day. 

• Initial Complaint

  Date:08/10/2025

  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.

  I sent a ************* On the go gm for a buyout and the bag was received 7/28 and was reviewed/accepted on 7/30 as of 8/10 I still have not been paid out. I reached out to customer service and I was told that I will be paid out within 4-5 weeks. I sold a bag a couple weeks prior and was paid out within a couple of days. I was never notified of this change and I think I should receive my payment as a loyal Rebag customer. Order id ******

  

  Business Response

  Date: 08/12/2025

  Good afternoon. 

  We are sorry to hear about any confusion. Your order ending in *** was completed over the weekend and is already paid. Here is a helpful resources on our processing timeline: ************************************************************************************************************************************;

  Please contact our customer service team if we can support with anything else. 

• Initial Complaint

  Date:08/08/2025

  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,I sent in 2 separate orders, on 7/6 and 7/15. At the time I submitted these items the turnaround time was quoted to be 5-7 business days from arrival. (Proof attached) These orders were received by Rebag on 7/22 and 7/24, due to slow ground shipping. It has been over 13 business days since the first order was received, and 7 business days since the items were authenticated and inspected. After inquiring about my payment with Rebag, I was told the waiting period is now 4-5 WEEKS from the time they receive the items. I wanted to speak with a manager, because this is unacceptable. I would like to be paid in the timeframe I was given originally. I have waited 5 days now and have not received any correspondence or phone call from a manager like I was told would happen within 3 days.

  Customer Answer

  Date: 08/09/2025

  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:08/07/2025

  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 sold an item for the first time in June, and the payment was processed quickly after approval. So, on July 2nd, I went ahead and shipped another bag that was quoted for $495.I waited, and on July 14th, the status was updated to Paid. However, I never received the payment in my wallet, so I reached out to inquire. I was told it could take up to 15 days to process.I waited again, but after receiving no response to my follow-up email, I messaged once more. This time, I was told it could take even longer for the payment to show in my wallet.This is not what I agreed to. Your website advertises fast payouts, but my experience has been the opposite. I need to understand whats going on with all these changing timelines and unfulfilled promises.Which is also why I had received quoted in my other items and scared to ship and no longer wish to do more business with you guys.

  

  Business Response

  Date: 08/07/2025

  Good morning. 

  Sorry to hear about any confusion. While reviewing your order ending in *** it was already paid to your wallet this morning. Please log in to your account and the funds are in your wallet already. If you need support to access your account or your wallet, please contact our customer service team. We are happy to support you.