Complaints
This profile includes complaints for REBAG's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 556 total complaints in the last 3 years.
- 216 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:05/16/2023
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 sent my very expensive handbag to Rebag after we agreed on the price. That was two month's ago. The package was in transit and *** had some issue with delivering it and I contacted Rebag for their help, It took them very long to respond or assist me. It's almost impossible to get any help via chat/phone. It took them almost a month to help me with *** which is absolutely insane. It then took another one week for it to get delivered and then I checked the tracking and saw it was delivered . I did not receive any update regarding my package and it took multiple emails and calls to get them to respond. They said they are starting investigation with *** and that's it. They didn't explain why(Because the package was already delivered) And I can't get in touch with them since their last email. It's impossible to get any real help or explanation. *** *** told me the company need to get in touch with them to get reimbursement, Again I don't understand what is happening and at this point I believe they stole my handbag. BBB, I request your help in communicating with this company and resolving my issue.
Business Response
Date: 05/17/2023
Good afternoon.
We are sorry to hear about this situation. Our team did follow up with *** until we finally confirmed that this was shipped and delivered to another place. It seems it was delivered to ****** on *********** in ***. Unfortunately there is nothing else we can do at this point as we never received the handbag.
Please review our terms of service for any further questions on Risk of Loss *********************************************;
Please let ** know if there is anything else we can help you with.
Initial Complaint
Date:05/09/2023
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.
this started in January, 2023 when I purchased an Chanel Executive Tote Leather with dust bag and box. Received the bag valued at ******* and notice it had the authenticity card, then rebag e-mail and said i could trade the bag for something else until the end of april . I decided to trade the bag, so I sent it to rebag with a pre-paid box. After receiving the bag, they said the new bag i had ordered was pending that the chanel bag had been accepted. I waited about a week and heard nothing so i got in touch with rebag and they said they could not take the bag because it was missing the authenticity code. when i sent them pictures of the code in the bag that they had sent me, the then said the purse had been used to much. I then informed them i had not used the bag, then they told me they now have changed theie way of reviewing the bags and the bag the y sold me, was not acceptable. They then sent it back to me Federal express and i didnt even require a signature. I was out of town at the time but luckily it was there when i got back. I have contacted them several times and they refuse to respond, even though they are breaking their original contractI feel this is dishonest and not a way to do business. Could you please help.Thank you ***************************Business Response
Date: 05/19/2023
Good morning.
After careful investigation, it appears that this item 180860/191 was originally purchased from ** in January 2023 and it had the serial code attached. However, when this was being sold back to ** via trade, under item number 211268/1, it was sent without the serial code sticker which is why we refused the item. Please see the picture we took right away upon inspection. After careful inspection with our records, the bag you sent does not match the one you purchased from ** back in January. Unfortunately we cannot make an offer to buy this item from you as it doesn't meet our standards. If you are able to find the ********* we are happy to provide you a quote based on the current condition and rates.
Please let us know if we can help with anything else.
Customer Answer
Date: 05/23/2023
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 Answer Here]
This is a total lie they sent me the bag, i purchased the bag in January and did not open the box because I trusted Rebag and when i went to sell it back they say it is not the same bag.The picture on there website of the serial number is so zoomed in that you cannot tell if it is attached to the bag, which obviously it is not. They valved this bag at ******* and that is a lot of money to lose. I had bought multiple bags from Rebag and had always trusted them.
**************
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 05/29/2023
Good morning.
After careful investigation, it appears that this item 180860/191 was originally purchased from ** in January 2023 and it had the serial code attached. However, when this was being sold back to ** via trade, under item number 211268/1, it was sent without the serial code sticker which is why we refused the item. Please see the picture we took right away upon inspection. After careful inspection with our records, the bag you sent does not match the one you purchased from ** back in January. Unfortunately we cannot make an offer to buy this item from you as it doesn't meet our standards. If you are able to find the ********* we are happy to provide you a quote based on the current condition and rates. You can read more in our terms of service: ***************************************
Please let us know if we can help with anything else.
Initial Complaint
Date:05/08/2023
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.
My experience is with their online store. This site gave me a $650 offer on my ***** bag so I shipped it! Upon them receiving the bag they lowered the offer to $530. A day later they lowered the offer to $380. I didn't know much I accept it and then immediately reached out to decline my offer.I know I paid $1200 for the bag from RealReal and only wore it 3 times and its in excellent shape! I told them I now decline the offer! They have my bag posted for $980 and will not respond to my emails and won't send my bag back! The customer service is horrible they are bunch if scammers!! Please beware!!!! Its been two weeks and I havent gotten a response nor my bag and my bag is still on their site for sale! I will never ever in ********* with this company again! It has been over 2 weeks no updates no response! When you call the customer service rep they have no access to the real employees and are prompt to tell you the same thing when calling!Business Response
Date: 05/16/2023
Good morning.
The challenge with this submission order is that the bag that you shipped to ** was not the size you chose in the app when requesting the quote nor in the condition you described. It was the smallest version of the bag and why the quote had to be adjusted accordingly. This handbag was already returned to you via ***** under tracking ************, and it was delivered and signed by you on 5/11/23.
Please let ** know if we can help with anything else.
Initial Complaint
Date:05/03/2023
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 received a quote from Rebag and accepted the offer. I was to ship my item using their shipping label through *** in order to collect payment. Unfortunately *** lost the item. Per ***, since I used the shipping label that Rebag provided, Rebag was responsible for submitting a claim. I have made numerous attempts to request that Rebag file a claim on my behalf to get reimbursed by *** but Rebag has refused to assist. I explained the situation to *** and they said Rebag must either submit a claim or complete a release letter, designating me the responsible party since the shipping label has their information, they have also refused to that. Its been over a month and I have been unsuccessful in getting the issue resolved. *** has recommended I file a police report and or contact and attorney due to the *************.Business Response
Date: 05/15/2023
Good afternoon.
We've contacted *** to see how we can help with the latest update of your shipment. Unfortunately we have not received your items and can't do anything other than help figure out the latest update with the carrier. Please note that you remain responsible for the risk-of-loss for the Products until delivery of the same to Rebag. You are responsible for any damages that *** occur to your Product while in transit. Rebag is responsible for risk-of-loss when it opens the packaging containing your Product and ceases in the event Rebag returns your product to you for any reason. For the avoidance of doubt, in such event, risk of loss will be transferred to you once Rebag delivers the package to the carrier for return to you and you will bear the risk-of-loss while the Product is in transit.
Please let us know if we can help with anything else.
Customer Answer
Date: 05/15/2023
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:Per my initial complaint, I stated *** has taken full responsibility!!! I am trying to get compensated for my item and because the shipping label that I used, was issued by you "REBAG", I need the letter of release, otherwise you're going to get compensated for "my" item. I have already sent to ************************************ proof of in which clearly states the date, time, and weight of package was handed to ***. I have also made numerous calls and have sent various emails and you have not provided the letter of release in which gives me the ability to proceed with the *** Claim.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Customer Answer
Date: 06/10/2024
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:
liars and thieves!In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** *****
Business Response
Date: 06/17/2024
Good afternoon.
We are sorry to hear that UPS was not able to provide more details on this package. According to them, they don't have record of this package. Unfortunately we never received the items for inspection and cannot assert or certify if they were shipped or what was shipped. You can make reference to our terms of service for more information: ***************************** We are escalating this case to the BBB as well for review.
Have a good day.Initial Complaint
Date:05/01/2023
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.
It all started when I decided to sell my Rolex watch. Rebag appraised it for an acceptable amount, and I shipped the watch to them using the *** label they provided. I asked them about the selling and shipping process and how protected I was, as Rebag agent and their website claimed that I was fully protected after handing over the item to the courier service they used, and that all their shipments were fully insured. I sent the package and waited, but after a while, I noticed that the tracking information stopped updating. I contacted Rebag for help and provided them with the shipping receipt that I found later. One of the agents told me that they had initiated an investigation with ***, and that's when things went downhill.They kept promising to respond to me with updated information within 2-3 business days, but I never received any updates. I just wasted time waiting for agents to tell me that it would take a bit longer to get a response. A month passed, and today they told me that they haven't received my watch and can't do anything about it, and they referred me to their policies, which don't mention my case. I contacted *** and spoke with a Rebag agent simultaneously in a chat, relaying ***'s responses to the Rebag agent. The *** agent claimed that my package was considered lost, and they were willing to fully compensate for the loss. They only needed a completed document that they sent to Rebag to process the payment.I demanded that Rebag address this issue since their agents don't seem to know the rules their company operates under. I wasted a lot of time and nerves with them, and I suffered a loss in the form of a lost watch, but they don't want to take responsibility for resolving my problem.ORDER #******Business Response
Date: 05/12/2023
Good morning.
We've looked into your claim. Unfortunately we never received your watch. Our team has also tried to help you with the *** investigation but there is no resolution on their end. Please note that you remain responsible for the risk-of-loss for the Products until delivery of the same to Rebag. You are responsible for any damages that *** occur to your Product while in transit. Rebag is responsible for risk-of-loss when it opens the packaging containing your Product and ceases in the event Rebag returns your product to you for any reason. For the avoidance of doubt, in such event, risk of loss will be transferred to you once Rebag delivers the package to the carrier for return to you and you will bear the risk-of-loss while the Product is in transit. Here are our terms of service for any further questions *********************************************;
Please let us know if we can help with anything else.
Customer Answer
Date: 05/17/2023
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 Answer Here]
Your statements that *** did nothing to resolve the issue are false. They are willing to provide compensation, as evident in the documents that reflect the correspondence with ***. I have provided them to you and bbb. I also called you, and one of your agents confirmed seeing the documents and said you would fill them out. You are disregarding me. Please handle my issue properly and fill out the information requested by ***!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************************
Business Response
Date: 05/29/2023
Good morning.
Unfortunately we never received your watch. Our team has also tried to help you with the *** investigation but there is no resolution on their end. Please note that you remain responsible for the risk-of-loss for the Products until delivery of the same to Rebag. You are responsible for any damages that *** occur to your Product while in transit. Rebag is responsible for risk-of-loss when it opens the packaging containing your Product and ceases in the event Rebag returns your product to you for any reason. For the avoidance of doubt, in such event, risk of loss will be transferred to you once Rebag delivers the package to the carrier for return to you and you will bear the risk-of-loss while the Product is in transit. Here are our terms of service for any further questions *********************************************;
Please let us know if we can help with anything else.
Initial Complaint
Date:04/26/2023
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 there. I am in touch with Rebag regarding my Submission: ******** So, I sold my bag Authentic Chanel 19 Medium Flap Bag Violet ****** Mixed Hardware. The package was delivered on January 10 (over 3 months ago), but I still did not receive my payment. I have contacted Rebag several times to get updated as I have never received an update on my submission. The last time I was told that the package was lost during transit, even the *** tracking number indicates that the package was successfully delivered. Rebag initiated an investigation with *** and promised to reimburse me as their shipping labels are insured. After January through April, I never received my payment. In January, they told me they were working with the shipping company. Now they're turning me down. I need help because I already mailed my bag with Rebag!Business Response
Date: 04/28/2023
Good afternoon.
We've investigate your concern. Unfortunately, we never received the item and therefore can not pay you for it. Looking at the tracking you've provided, this item was shipped to another company ********** and seems they signed for it. Please contact them and see if they can ship your item to us.
Please let us know if we can help with anything else.
Customer Answer
Date: 05/01/2023
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:
Thank you for your response. As you mentioned, the package was insured and shipped with your prepaid label, but if *** lost it and delivered it to a different location, what can I do?. Despite your assurance that you worked with the carrier, I have not received any compensation for my lost handbag. I do not understand why your policy promises compensation if you are not willing to provide it. I have reached out to *** multiple times, but they have directed me to work with Rebag for compensation since you have already begun an investigation with them. However, as the package was shipped with your insured label, I need your assistance in resolving this matter. I do not want to lose my handbag and I expect compensation if it was lost in transportation, as you promised. If this issue is not resolved, I will be forced to report it to the **** Thank you!In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****************
Customer Answer
Date: 05/12/2023
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:[How can I trust you? The tracking shows that the item was delivered, and you're saying we didn't receive it. You promised me that you would reimburse me if the item was lost, and now you're telling me that you can't reimburse me. Did you lose my bag? I am going to report this with FTC ]
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****************
Business Response
Date: 05/29/2023
Good morning.
Unfortunately, we never received the item and therefore can not pay you for it. Looking at the tracking you've provided, this item was shipped to another company ********** and seems they signed for it. Please contact them and see if they can ship your item to **. You remain responsible for the risk-of-loss for the Products until delivery of the same to Rebag. You are responsible for any damages that *** occur to your Product while in transit. Rebag is responsible for risk-of-loss when it opens the packaging containing your Product and ceases in the event Rebag returns your product to you for any reason. For the avoidance of doubt, in such event, risk of loss will be transferred to you once Rebag delivers the package to the carrier for return to you and you will bear the risk-of-loss while the Product is in transit. Please read our terms of service: *********************************************;
Please let us know if we can help with anything else.
Initial Complaint
Date:04/25/2023
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 three bags worth ****. Rebag shipped them using ***** package tracking ************. I never received it. Called Rebag multiple time. All I was told is to file claim with *****. Filed claim with ***** ********* and they closed it saying it was resolved. When I call ***** I cant through to a person because as soon as I input tracking number they say its resolved and hang up. When I call Rebag they tell me ***** provided signature that I need to get from *****. I cant get anyone at ***** to provide signature. The signature is NOT MINE. I never received the package. Rebag owes me ****$!Business Response
Date: 04/28/2023
Good afternoon.
Our team has reached out to ***** so they can start an investigation around this delivery. They do have a proof of delivery. But we've asked them to do a deeper investigation in case they've missed anything.
We will reach out to you as soon as we hear back.
Customer Answer
Date: 05/07/2023
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 Answer Here]
FedExs proof of delivery shows no signature. How could this possibly prove anything ?
i did NOT receive the bags and I am still out of $4.5k!!!!! Rebag finally responded to my customer service complaint a week after I called them daily. They are ridiculous
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************************
Customer Answer
Date: 05/16/2023
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 becausethe proof of delivery has NO SIGNATURE! I did not sign for anything, nor did anyone in my household. Send me the proof of delivery with an actual signature if your website says that you REQUIRE SIGNATURE UPON DELIVERY!!!!!!!!!!!!!!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************************
Business Response
Date: 05/19/2023
Good morning.
You placed order ******** on April 15, 2023. We packed and shipped the order (3 items/handbags) on April 18, 2023 under ***** tracking ************. Subsequently this package was delivered to you on April 19. Please see attached the proof of delivery. Unfortunately we cannot no do anything else at this point. If you believe someone in your household or neighborhood might have take one or all of the items from your home, please contact the local authorities. We've also alerted our fraud prevention team.
Please let ** know if we can help with anything else.
Initial Complaint
Date:04/24/2023
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 accepted a quote to sell my Chanel Medium Double Flap purse and dropped it off in person on April 15th. I was told I would receive payment in 2-3 business days. I have not been paid nor contacted with an update. I have contacted support 4 times now and have been told each time there is a delay and they have no further updates. If I do not receive my payment for this highly valuable bag by EOD tomorrow, April 25th, I will involve my lawyer for lethal action. This is theft.Customer Answer
Date: 04/24/2023
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:04/19/2023
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.
This is a niche complaint but very important to me, and the reason that I will never use or recommend this website to anyone. I purchased a handbag in November (order # ********) and initiated an exchange on January 18th. A few hours later my beloved 13 year-old niece passed away and I flew home to be with my family. I left for the airport before a *** store was open, and frankly it was the last thing on my mind, so the bag remained in my apartment for the 3 weeks I was gone.When I got back, I had missed the return window. I reached out to the company twice by email and never received a response. I then called several times. I was told multiple conflicting things, including the fact that they would be able to reset my order information so I could restart the exchange process.Eventually yesterday, after more than 10 phone calls, I was informed that the exchange process can only be initiated once. If that return window is missed then you can not reinitiate the process. This was never made clear in the initial exchange process. Not to mention this is absolutely heartless. If I had known someone I loved dearly would die within a few hours I would have waited a few weeks to start an exchange. I dont understand how there isnt a workaround for a setting in the website that prevents canceling and reinitiating an exchange.Business Response
Date: 05/02/2023
Good morning.
We are very sorry to hear about your loss.
In regards to your item purchased in November, you can submit your item for a quote following these steps: ********************************************************************************************* and we will get back to you as soon as our team evaluates and prices the item.
Please let us know if we can help with anything else.
Initial Complaint
Date:04/17/2023
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.
Hi there,I sold a bag to rebag and get **** usd payment in rebag wallet in 04/12/2023 ORDER#******. Then in the same day, I made my wallet cash out on Apr 12 to my bank but it failed. The website shows it fails and the money goes back to my rebag wallet at the same time. However my rebag wallet still shows 0 usd balance today, it didn't go back to my wallet at all. My bank also didn't show any ach transfer.I was trying to contact with rebag customer by email, chat but there is not any progress and all the feedback is automatic reply. Could you help me with it? Thanks,****** ****Business Response
Date: 04/18/2023
Good morning.
We've reviewed your claim. The original ACH payment failed due to some missing information. This has been processed and ACH went through this morning. Note that it can take 2-3 business day to reflect on your bank account.
Please let us know if we can help with anything else.
Customer Answer
Date: 04/18/2023
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,
***************
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