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:09/19/2023

  Type:Customer Service 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 purchased a $2,000 YSL handbag on September 5th. The bag is being delivered via ****** The package has been attempted 4 times with no success. I have no idea why they are struggling to deliver, since I have been home each time and I have contacted ***** multiple times. ***** has told me that I needed to contact Rebag and request they place a Hold on the package so I could go pick it up. The ReBag customer service person I spoke with on the phone said Rebag can not place a hold on the package. I emailed their customer service on both 9/15/2023 and again on 9/18/2023 which have gone unanswered. I contacted customer service over the chat bot and they are again refusing to place a hold on the package.

  

  Business Response

  Date: 09/25/2023

  Good afternoon. 

  Thank for taking the time to be home to sign for your package on the last attempt. Your order was delivered by ***** on 9/21 under tracking number ************* 

  Please let us know if we can help with anything else. 

   

• Initial Complaint

  Date:09/18/2023

  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 purchased a bag on August 19th, 2023. It arrived with a hole in it. I returned it the very next day for a full refund. They refunded the amount of the bag but did not return the shipping charges of $54. I emailed with their support team seven times and called and spoke to them. They told me they would escalate the issue however a month later I am still waiting for the full refund.

  

  Business Response

  Date: 09/18/2023

  Good afternoon. 

  We are sorry to hear you weren't happy with your purchase and decided to return it. The item was received back and your refund completed. Shipping fees are non-refundable, please refer to our return policy ********************************************************************************************************************;

  Please let us know if we can help with anything else. 

• Initial Complaint

  Date:09/01/2023

  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 had fraud charges pending i called their number that was shown to my ***** fargo app.. they told me they need an order number.. i said i didnt make the order someone is trying to steal from me.. they said they can not help me without an ***** number or an email.. the email used was not mine so i dont know the email either. I asked them to search by my name , they said they could not. I asked to search by the credit card numbers , they said they could not.. they gave me an email(**********************************) i emailed them and never got a response.. ***** fargo claim department says they could not help me because whoever made the purchase also found my zipcode.. all seems very odd to me . Almost as if ***** fargo and rebag are in on the fraud together

  

  Business Response

  Date: 09/05/2023

  Good afternoon. 

  We have escalated this matter to our Fraud Prevention team and they will contact you directly to keep all of your information private and in the proper channel. Rebag takes this matter seriously and we will gather all the information from you so we can start a full investigation. 

  Have a good day. 

• Initial Complaint

  Date:08/31/2023

  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 bought the chanel tote medallion bag on rebag way TRADE #******** 09/10/2021, now I decided to sell back item to them and they declined because of some issues one of them are authenticity and detached zipper which is I send the item in good condition which is I save the pictures on my phone before sending it to them. About the authenticity does it mean way back in 09/10/21 they sell me he chanel fake bag? that was worth $1,875. It is frustrating and I don't know where to complaint about this issues as rebag customers service is no helpful and keep on telling me sorry for inconvenience? inconvenience service ? for damage items? that was in good condition I send? then sending back to me? and authenticity? for the item was been they sell to me before? please help me for this issues about rebag. If the bag they sell to me before way 2021 is fake then I want my refund! and if the bag was damage during their inspection venting authentication detach zipper , damage etc..they need to pay the damage or if not send the bag in good condition as it was before I send them. I have a picture before sending the item code etc. if ever they switch the bag

  

  Business Response

  Date: 09/05/2023

  Good afternoon. 

  We are sorry to hear about the confusion with your trade order. The Chanel medallion tote bag you want to trade was refused for quality issues not for authentication. You purchased this bag from us in 2021. But after careful physical inspection our experts concluded that the condition of this bag (2 years later) does not meet our quality standards. Unfortunately we cannot buy the item from you and apply those funds to the new trade order. But you are able to pay for the difference if you still want to complete the trade order or we can cancel it and return the two items you wanted to trade. 

  Please let us know how would you like to proceed. 

• Initial Complaint

  Date:08/28/2023

  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 made the order on July 2nd, 2023. It was $325 for a pair of gold earrings. The order was allegedly delivered on Saturday, July 8th by ****** I did not receive the order, the order was not left where the ***** delivery confirmation stated, AND the ***** proof of delivery does not include a signature even though a signature was required.I opened a case with ***** which said "We have concluded our search. If the package has not been located, please contact the shipper to proceed with their Lost Package Procedures."I contacted Rebag multiple times, and each time, their customer service representative says that ***** has provided a "proof of delivery" so I need to file a claim with ***********'s Resolution Support team says the lost delivery is *****'s fault, but since I am the delivery recipient, I cannot file a claim. The claim needs to be filed by the shipper, who is Rebag. ***** has also acknowledged that the "proof of delivery" is inadequate because it does not include a signature even though one was required. ***** has repeatedly said that Rebag MUST submit the claim using their Lost Package Procedures.Rebag has been uncooperative over the phone and email, and they are refusing to follow *****'s Lost Package Procedures in order to provide me with a refund for the lost package.In 2023, I have never experienced such inconsiderate and poor customer service as **************************** number: #******** ***** tracking number: ************

  

  Business Response

  Date: 08/28/2023

  Good afternoon. 

  We are sorry to hear about this situation. But we need to conduct a proper investigation with ***** as there is a proof of delivery for your package and it matches your address. Once the full investigation is concluded we can define the next steps. One of our customer service managers will reach out to you their contact and also provide updates. 

  Please let us know if we can help with anything else. 

  Customer Answer

  Date: 09/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

   It was determined by ***** that the alleged proof of delivery was insufficient, and I was finally reimbursed. It took more than two months for the resolution, and the primary reason for the delay was Rebags poor customer service. Overall, the matter has been resolved after significant insistence that the business complete their responsibility.

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

  
  

• Initial Complaint

  Date:08/21/2023

  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 purchased a pouch from Re-bag on 8/03/23 for my birthday on 08/10/23 and still to this date 08/18/23 the order status reads: Order Being processed, tracking not yet available. The address was a store address that had been in the system because I previously did a trade in store and got the bag sent there. I called the customer service number and after a long game of holding the representative said that the bag is in the store. I call the store and they told me I need to call customer service because you cant ship to the store if youre buying at home. Another call later a man named *** was very short and didnt properly try to solve the situation at hand first saying that it will be shipped out Monday and to call back then saying (after I made him aware of his companies policy) that I cant pick up the bag at the store and I have to cancel the order, wait 1-3 days and repurchase the order again and loose a discount code. When I asked for a call back from a manager he said it was not possible because the call is not transferable. I reiterated that I would like a call back (which I doubt will happen) because Im not happy with how this situation is being handled. I called back again and spoke to ***** who gave me the same repetitive vague misunderstood response which was to cancel my order and repurchase is (saying that nothing can be done if someone buys it in that time period) . Let me just say I never once received a call telling me that my order wont be shipped due to the address being the store so they would have kept my bag and my money if I never said anything. If I was a CEO for this company Id be embarrassed at how many products you guys buy but cannot/will not get a call system thats transferable and hire actual educated customer service representatives that dont have to put me on hold to ask a higher up what to do about the situation and know the policys and rules because that is not what I received.

  

  Business Response

  Date: 08/22/2023

  Good afternoon. 

  We are sorry to hear about this confusion. For fraud prevention purposes you shouldn't use our store address as your personal order shipping address. This triggered a security flag on our end and held the order. Our **************** team has coordinated for this to ship to your address directly via ****** They will monitor it closely until you receive it. 

  Please let us know if we can help with anything else. 

• Initial Complaint

  Date:08/18/2023

  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.

  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:Order 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 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:Sales and Advertising 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 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: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.

  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,
  
  *************************