Complaints
This profile includes complaints for REBAG's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 503 total complaints in the last 3 years.
- 184 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:08/18/2023
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 bought an omega watch for $2,000. The watch doesnt work and they refused to take it back. They are crooks.
Business Response
Date: 08/18/2023
Good morning.
We are very sorry to hear about this situation. One of our customer service managers is reaching to you right now so we can understand exactly what is happening with the watch so we can help troubleshoot. Once we have more information we can define next steps to help resolve this in the most reasonable way. Our team will also track this closely too.
Have a good day.
Customer Answer
Date: 08/19/2023
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:08/09/2023
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 July 27 2023 rebag accepted my Louis ******* berri mm bag offering me ******* Dollars towards trade I sent the bag to them and they rejected the bag not telling me why. This is an authentic Louis ******* bag with proof of authentication. In excellent condition , I sent several images of the bag also. So that your authenticators could clearly see its condition. Rebag sends me an email saying they rejected the bag and were sending it back to me, Im very disappointed in this company for wasting my time and getting my hopes up excited about the Louis ******* speedy 30 bag I was going to trade for, Really upsetting for me since they sounded so promising about my bag they said they would trade allowing me ******* dollars to put towards the bag I picked out which costs *******. Approx ****** more than my trade which I was willing to pay difference . How disappointing for me.Business Response
Date: 08/21/2023
Good morning.
We are sorry that your item did not meet our quality standards after it was inspected. As a resale company we have to thoroughly inspect each item after we receive it to confirm it meets both our Authentication and Quality standards. If you have any other item you would like a quote for or are interested in trading please let us know. We will help expedite the process and hopefully the those items can meet our standards and you are able to complete the transaction.
If you need anything else, please let us know.
Customer Answer
Date: 08/24/2023
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 rebag did not complete the trade transaction as promised, And in their response back they are offering to purchase more items from me , so I can waste my time and money shipping to them and then rejecting again. I think the offer to purchase my bag was within reason, comparing with others like mine selling for even more . Im only asking for a trade for a smaller bag even paying the difference for a more expensive bag. Answer Here]
In order for the BBB to appropriately process your response, you MUST answer the question above.
*******************************************
Business Response
Date: 08/24/2023
Good afternoon.
We are sorry that your item did not meet our quality standards after it was inspected. Unfortunately we cannot accept your bag for the trade order as an exception. As a resale company we have to thoroughly inspect each item after we receive it to confirm it meets both our Authentication and Quality standards.
We want to offer again the option of any other item you would like a quote for or are interested in trading please let us know. We will help expedite the process and hopefully the those items can meet our standards and you are able to complete the transaction.
If you need anything else, please let us know.
Initial Complaint
Date:08/07/2023
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 had originally initiated a trade and sent my bags in. The offer was accepted but then I had changed my mind so I emailed the company to ask if I can change my trade into a sell option. I received a new link for my order with the trade item in question removed. Great, I thought I was now selling my bag. But no, they gave me a store credit. I immediately called customer support to reverse the situation. I was told that there is nothing that they can do for me now that its a store credit. They CANNOT cancel the transaction. What kind of trickery is this????! Why would I want a store credit from a company that trick people like this?? *** never dealt with such scam that I felt compelled to write my first review to warn others. I should have read reviews here first!Business Response
Date: 08/09/2023
Good afternoon.
We've reviewed your claim and all related transactions to it. We offer three options when we quote an item; immediate payout, trade order (trade an item to purchase another one from our site) and sell for credit. The last two are usually higher than the first. You accepted the higher quote in your options that was for site credit. We will do a one time exception and reverse this option if you haven't use part or all of the credit. Please note that if we are able to reverse the option you chose and send you a payment via ACH or check, it will be for the amount that we originally quote for immediate payout which is lower. You can read more about our terms of service here ***************************************. This was all properly disclaimed when you accepted the quote. One of our customer service managers will contact you to help with this process.
Please let us know if we can help with anything else.
Customer Answer
Date: 08/18/2023
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:08/04/2023
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 placed an order for a TRADE of (1) ****************** Damier Ebene Neverfull GM and (1) Chanel Card Holder in Red Caviar with Gold Hardware - for (1) ******************** Ebene Neverfull MM, on July 18th, 2023.I sent the items on Wednesday, July 19th, 2023. Each item was wrapped in bubble wrap and tissue. They were both in ONE box that was packed my me. I included all barcode and sales notes that were provided from ReBAG. I also included a WRITTEN NOTE stating that each item was for the SAME trade and in the same box wrapped separately IN THE **** ReBag marked the items as RECIEVED on July 21st, 2023.The items were marked "ACCEPTED" in my account portal.However, as of today, August 3rd, 2023 - the TRADED for bag has yet to ship back to me. I contacted CS at REBAG. They told me that I was WRONG for shipping the items with the documentation in one box how I did. They told me they do not have the Chanel Card holder. And they have sold my GM LV Neverfull.I requested a full payout or return it the items immediately. They said it may take 5-7 business days until they can see what even happened. I am SICK over this. This company should NOT be in business. They should not be offering a service that they cannot fulfill.Business Response
Date: 08/08/2023
Good evening.
After investigating this claim we can confirm that we received both trade items and your purchase has been shipped under ***** tracking #************. There was confusion upon received the trade items because the Chanel cardholder was sent insider the inner pocket of the handbag. We apologize for any confusion.
Please let us know if we can help with anything else.
Customer Answer
Date: 08/11/2023
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:As anyone familiar with a ****************** Neverfull is aware - there is no interior pocket that is hidden. There is one hanging pocket with a zipper - not large enough to enclose a Chanel Card Case in a box, wrapped in bubble wrap and tissue.
Rebag reached out to me on August 8th. Miraculously they found the card holder "hidden in a pocket of the Neverfull" which was (surprise surprise) already listed for sale on their website.
They continued to ask if I wanted to proceed with the trade - but could not offer compensation in retail value payment. Furthermore they could not expedite the trade with overnight shipping as all of this mess was caused by them and then only recovered after I contacted them in regards to the lack of shipment. "*****" from **************** does not answer all of the questions I have responded with each time we communicate and refuses to answer anything about paying out my account value and closing my account.
I am finally in receipt of the traded for Neverfull. I am not impressed. An online luxury reseller should know how to store/ship a Neverfull. It is bent and musty and shoved into a box with tissue on top and bubble wrap on the bottom vs being stuffed.
I am now in the process of reselling it elsewhere and closing my account with **********************. This issue is only resolved to this point due to my incessent calling, emailing and coordination with the BBB.
Do not shop at Rebag. Do not sell to Rebag. Do not trade to Rebag. They do not value their customers (I am Diamond Tier - their highest most VIP tier) or how they treat them.
Thank you.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*************************
Business Response
Date: 08/21/2023
Good afternoon.
We apologize for the confusion. But we are glad that our team could find the small card holder in the LV bag you sent and this is now sorted.
Please let us know if we can help with anything else.
Customer Answer
Date: 08/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this issue is now closed. Per ReBag my account has been closed. Thank you for making this possible.
Sincerely,
*************************
Initial Complaint
Date:07/26/2023
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.
Hi!I dropped off my Chanel handbag at Rebag Soho location on 7/22/2023. They quoted me $4200 for the bag. Upon inspection, they lowered the price to $4120 which I accepted on 7/24/2023. On their website, they state that as soon as they process (inspect) the bag, they would deposit payment in my rebag account so I can transfer it to my bank. However, it still showed $0 in my account even after I accepted the new quote. I chatted with someone named ******* on 7/25/23 whom advised me to wait until the end of the day to see my payment as it was deposited it. I waited until the end of the day, still nothing. Today is 7/25/23, my account is still showing $0 balance. I am requesting my payment to be deposited right away. I am being robbed by rebag.Business Response
Date: 07/28/2023
Good afternoon.
After reviewing your account we can confirm that you did receive the $4,120.00 payment for your item and you cashed it out via ACH on 7/26/23 (confirmation #*****).
Please let us know if we can help with anything else.
Initial Complaint
Date:07/25/2023
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.
This company is the biggest scammer of all. I ordered a ring and the box came empty. When i filed complaint , they said they have a footage showing the ring was in the box when shipping, so i asked to share the footage with me so i can file a claim to the shipping company and no response since thenBusiness Response
Date: 08/03/2023
Good afternoon.
Our Fraud prevention team has done a full investigation on this claim. After reviewing our internal security footage we can confirm that the ring was placed inside its box right before the box was placed in the shipping package and sealed (with security tape). The package was then shipped out to you via ***** which you confirmed received in good order and completely untampered. Unfortunately we can't help file a claim with the shipping company after reviewing all the videos, communications and facts. Should you suspect any person in your household or vicinity of theft, kindly contact the local law enforcement to investigate the matter.
Please let us know if we can help with anything else.
Customer Answer
Date: 08/04/2023
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 already received the same response in email, and I dont agree with it,I need prove from you it was shipped, and the only way you can prove it is to send the footage! I will keep going until i see this footage!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************************
Business Response
Date: 08/10/2023
Good afternoon.
Our **************** manager has offered to do a goodwill gesture on this case and has reached out directly to you.
Please let us know if you need help with anything else.
Customer Answer
Date: 08/15/2023
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:07/24/2023
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 cream colored pre-owned Louis ******* bag from rebag. The bag was described as being in very good condition with some darkening of edges. Pictures were included. The pictures did not reveal any significant wear to the bag. The bag was priced at $2290. I purchased the bag. Upon receiving the bag, I then ordered a bag insert liner to protect the lining of the bag. I carried the bag twice within 2 weeks of receiving the bag. Both times I only carried the bag a couple of hours. After carrying the bag, I wiped the bag down with a slightly dampened soft cloth (as recommended on the Louis ******* website). I thought the corners looked darker than before. Upon further inspection I noticed that all 4 bottom corners of the bag had deep discolored areas. In places the leather is completely gone. The edges are a dark gray where the leather is missing. The bag did not look this way when I received it or in the website pictures. So I have reason to believe that maybe the previous owner altered the bag to conceal these areas and Rebags quality control failed to recognize it. The damage on this bag is like nothing Ive seen before and isnt just a minor blemish. I reached out to rebag. I showed them pictures and explained what I just explained previously. They told me there was nothing they could do and that they were sorry the bag had become damaged . Im not even sure how one could cause this kind of damage to the bag. I assured them I had only gently wiped the bag down as recommended by ****************** in preparation to store it in the dust bag. They will not even respond to my emails. This bag was grossly misrepresented by rebag and then they were not willing to make it right, even for a loyal, repeat customer. It seems very dishonest and like false advertisement to me. So Im out over $2k because I trusted rebag. Please help me resolved this matter. The first few photos are the rebag add. The other photos were taken by me, less than 2 weeks after receipt.Business Response
Date: 08/07/2023
Good afternoon.
After doing a full investigation of this claim we can confirm that the item we shipped to you matches with what was listed including the condition and photos. While reviewing all of your communications with our customer service team, we can see that after you received the handbag and used it, you attempted to do a deep cleaning at home and it that changed it's condition and now has serious discolorations on the edges. Unfortunately we cannot accept a return under this circumstances.
Please let us know if we can help with anything else.
Customer Answer
Date: 08/08/2023
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 company is blatantly accusing me of something I did not do and I am very offended. I did not deep clean the bag and would have no idea how to even do so. I do not appreciate being accused of something I did not do. And why would the bag have suchsignificant damage even it it had been professionally cleaned? The damage was already there! It only took a soft cloth dampened with water to reveal it. I was a repeat customer of this business and also own many bags that I purchased from the boutique brand new. So its clear to me that they either overlooked the damage that had so clearly been altered or just hoped it wouldnt be noticed. They are attempting to blame me for something they tried to conceal. Shame on them for trying to deceive people. Definitely not the way you treat or keep repeat customers. You also do not go around accusing people of things that you have no facts to back up.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Business Response
Date: 09/15/2023
Good afternoon.
We are truly sorry to hear your situation. But we did another investigation and review all the communications and facts. You purchased this bag from ** on June 21 and it was delivered to you on June 23. This item was not final sale so you had 7 days from delivery date to return if you didn't like the bag or felt that the condition was not exactly as described (Rebag's return policy *******************************************************************************************************************). But as you stated in your original message, you received the item that you purchased in the condition that it was described, hence why you kept it. While reading the notes in this claim, you got a new liner for the bag after receiving it. After a few uses you decided to clean the bag which seems what drove changes in the condition. Unfortunately we cannot accept a return of an item that has been modified after we sold and shipped it to you or the condition changed after it was used and cleaned. We are very sorry but we are not able to make an exception to our policy here.
Please let us know if we can help with anything else.
Customer Answer
Date: 09/19/2023
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:Clearly Rebag isnt going to do anything to assist in rectifying the issue. The gentle use of a water wipe should NOT have exposed deeper scratches on the bag. I doubt anybody wipes down a bag the second they receive it. And if they do, Rebag will just falsely accuse them of deep cleaning the bag so they arent at fault. The damage on this bag was misrepresented! Period! And no matter what I say, they are pointing the blame to me. They refuse to offer any compensation whatsoever. Even though after *** made multiple purchases, this was my first complaint. Its very disappointing, Rebag. You were my go to company to buy/sell/trade with. So, as a person that prides herself on honesty and integrity, ** finished arguing with you. I dont care what your policy is, a water wipe exposed a bag that was damaged beyond your description. And instead of valuing your customer, and considering that you possibly messed up, youd rather loose the customer. And even if you were set on refusing to refund me, you could have offered something! Anything to keep a loyal customer..but you have more than proved that customer service/satisfaction is not a priority.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*****************************
Initial Complaint
Date:07/17/2023
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 Louis ******* petite Malle handbag from the company Rebag on May 3, 2023 totaling $4005 using their trade program (attached is the invoice for order #********). The item was said to be delivered and signed for by: PRoxsand on May 13. I ******************************* never received or signed for this package. I immediately contacted Rebag and was told that I needed to contact ***** regarding this matter. I contacted ***** and a case was opened ( C-*********) upon ***** investigation they did a signature analysis with my previous signatures against the one that was signed for on May 13 and they concluded that I did not sign for or receive the package. I was then told that Rebag would need to sign a waiver/release so that they could conclude the case and refund me for my lost. I received a call from ******* at Rebag stating to email over the documents from ***** and they would get me taken care of, unfortunately this never happened. Rebag then proceeded to open their own case ( C-*********) and was told by ***** that their driver signed for the package but at this point the package is considered lost or stolen because they have been unable to locate it. Ive contacted Rebag just about everyday sense the middle/end of May and they to this date 7/14/23 have not rectified this situation or given me a refund for my lost. Every time I call the different customer service representatives tell me a manager is unavailable and that someone will call me back in 24/48 hours. I never receive a call back. *** sent multiple emails and this company has chosen to ignore me. Were now at the point when I call and ask what is going on and how much longer do I have to wait to get this taken care of Im told 10/15 business days. We are well past those days at this point. The. **************** representatives also just blatantly hang up on me in my face now, almost like theyve been given permission to do so. *** tried reaching out to the *** on instagram to let him know of the matter.Business Response
Date: 07/18/2023
Good evening.
We've reviewed this claim and while researching all the tracking information in depth with ***** there is a clear Proof of Delivery (signed by you) to the correct address. If you suspect any person in your household or vicinity of theft, kindly contact the local law enforcement to investigate the matter. We've also escalated this matter to our Fraud Prevention Team.
Unfortunately there is nothing else we can for this particular claim.
Customer Answer
Date: 07/21/2023
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:Rebag, clearly you did not read my complaint in its entirety because had you done so per your ***** claim number c-********* you would know that ***** has responded to your claim stating that their driver signed for the package and per there investigation ***** is unable to state where the package is. Therefore they claimed the package is considered lost/stolen. Also on June 28,2023 ***** concluded your claim #********* and paid funds out for the claim. Ive attached a conversation I had with your customer service rep *** stating ***** paid your company out but it wasnt for the full amount, and you all were continuing to work with ***** to receive the difference. So my question is how do your company (Rebag) file a claim with ***** attached to my tracking number (************) (for an item I paid for and did not receive) accept compensation for the lost/stolen item but refuses to refund the customer? In my opinion I believe that to be considered fraud/theft on your companys behalf. Rebag did not take a lost in this situation. I the customer is at a lost for my funds and the product I ordered and did not receive.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Customer Answer
Date: 08/28/2023
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:Rebag again, you keep stating I signed for the package. Upon an investigation ***** admitted their driver forged my signature and signed for the package. ***** also said the package was lost/stolen. This is why on June 28, 2023 your company was paid out an insurance claim. ***********. This claim number is attached to my original tracking number. So why do you keep responding (deflecting question) saying the package was delivered and signed for by me? Your company accepted insurance money from ***** for an item I purchased. So please address the claim and stop deflecting from the fact that your company get paid out for insurance claims that you all dont pay back out to the customer! Please stop copying and pasting that same generic message and respond and address the insurance claim you opened with ***** and was PAID out. Again the claim number is listed, along with the text messages from your business phone number used to text with customers from customer service representative *** admitting your company was paid out and you all were trying to figure out how to refund me. So please stop with the clear evidence going according to the original tracking. Were so past that. Address the actual facts I listed and stated.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*******************************
Business Response
Date: 05/13/2024
Good afternoon.
We are sorry to hear about this situation. After carefully reviewing your full request we confirm that we have proof of delivery and to the right address. The ***** letter you enclosed is a standard letter to start a claim. But last year we provided all the evidence to your bank and they resolved in our favor as the product was delivered to you and signed for. It was resolved under the case #****************** They also sent you a letter back then confirming that your claim/chargeback was denied. Unfortunately there isn't anything else that we can do on this case. You can also contact your bank in case you didn't receive their letter with the final determination.
Please let us know if we can help with anything else.
Initial Complaint
Date:07/10/2023
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 an item from rebag which was on the expensive side. I received an empty box. As soon as I saw no item was located in the box I called them immediately. I reached out via the chat option on their website and submitted pictures. They investigated and stated there was. Orbing more they could do. The box was taped with tamper proof tape so there was no way someone could have tampered with the box.Business Response
Date: 07/20/2023
Good evening.
Our team did a full investigation on this claim. After reviewing the footage we can confirm that this item was properly packed in its boxed before it was sealed with tamper-proof tape. And as you confirm, the package was delivered to you and it had not signs of tampering. Should you suspect any person in your household or vicinity of theft, kindly contact the local law enforcement to investigate the matter.
We hope this helps.
Customer Answer
Date: 07/25/2023
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:They provided no proof of their investigation. What was the weight of the box when it left the facility? Is there actual video footage of the bag being packed. I was emailed and told they were going to open a claim with fed ex and it would take a week or two to be resolved. I just called to speak with a representative (who is located in *****) and she stated to claim with fed ex was initiated. I asked to speak with a manager and she said they would call me within 1-2 days. There is no one else who signed for this empty package, it clearly states I did. Within 10 minutes of receiving my item I contacted rebag for assistance. They have dismissed this matter and has offered no feasible resolution.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business Response
Date: 07/31/2023
Good morning.
Our team did a full investigation on this claim. After reviewing the footage we can confirm that this item was properly packed in its boxed before it was sealed with tamper-proof tape. And as you confirm, the package was delivered to you and it had not signs of tampering. Should you suspect any person in your household or vicinity of theft, kindly contact the local law enforcement to investigate the matter.
Our Fraud prevention team is also tracking this order closely given the nature of your claim.
We hope this helps.
Initial Complaint
Date:06/29/2023
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.
Purchased on line May 26, 2023. I have never received the merchandise. However ****** which set me up on a bi-weekly payment of $139.84 with a total payment of $559.36. May 29, 2023 Rebag provide a Fedx Tracking Number #************.I have continuosly called Rebag and ****** to indicate that Rebag has not shipped my merchandise as of June 29, 2023 (a month has passed) Therefore I should not be held accountable for something Rebag did not due.Business Response
Date: 07/28/2023
Good afternoon.
We have escalated the package investigation with ****** In the meantime, we've refunded your order now. You should see in your bank or credit card statement in the next **** business days. As for ******, you will need to contact them directly for any inquires about your credit report.
Please let us know if we can help with anything else.
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