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:01/17/2023

  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 submitted two bags to Rebag for authentication/inspection for them to purchase. One was accepted and the other one was not, and I was sent an email per their policy that it would be shipped back to me within 3 business days. It has officially been over 7 business days, and the two times I have chatted with customer service has led to no resolve, no information on the bags whereabouts, status, nothing. The customer service reps continue to give me the runaround and when I asked if they know if it is still in their position, I was told no. At this point, I am suspicious of Rebag for potentially keeping the bag without providing me compensation. I am filing this complaint in an effort to receive the tracking information and get confirmation that my bag has been shipped back to me. If not, I will be taking legal action against Rebag.

  

  Business Response

  Date: 01/17/2023

  Good morning.

  The rejected item has been packed and shipped this morning via *** to the customer tracking #******************. We've alerted the customer as well. 

  Please let us know if you need any other information for this one. 

  Thanks. 

  
  

• Initial Complaint

  Date:01/11/2023

  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 did a trade with Rebag back on December 15 they received my bags. They took my Burberry and charged me for the LV backpack they sent an email that it is to be shipped within 24 hours in December 26 the label was created and never got an email that it actually was. I called *** they said the package was never picked up. I have been constantly contacting them to get an update it wasnt until I called and told them Id report them that they decided to take some kind of action. I will never be ordering from them again. And theyre trying to tell me to wait **** days again. This website is a scam and rip off they refuse to give me my bag back and cancel the order like its my problem they cant resolve an issue after 2 weeks! Its been nearly a month since this purchase was done! I will continue to write terrible reviews on every website I can find to let people know how terrible this company is.

  

  Business Response

  Date: 01/16/2023

  After reviewing the incident internally, we've concluded that this package was lost by **** We will refund the client immediately and file a claim with **** 

• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase a luxury bag from this company last month. Was pleased with site and purse arrived upon inspection of the purse I could not locate date code that this purse brand inserts inside their bags to help authenticate it. This date code was advertised in Rebag pictures before I purchased it now I cant locate it inside the purse. I reached out to Rebag via email and received a quote of the companys policy about authentication process. I followed up with additional questions about where to find date code that was advertised in pictures and have not received a response in a few days. I tried to call company and was on hold until a message stated High call volume call back and phone hung up. Now Im reading all these awful reviews and hope I didnt get a fake bag. **************** response is slow to none and phone line is a joke. What can I do if this bag is fake and not as advertised? No one will assist and its never good when customer service team is not responsive to customers!

  

  Business Response

  Date: 01/11/2023

  Hi ******,

  Thank you for your note. We apologize for a delay in response. However, our team has reviewed your specific case. Date codes in Louis ******* bags can be particularly challenging to locate even for someone experienced with doing so. For the Galleria, the code is going to be stamped directly onto the ********* interior lining material, and these codes are known to be even trickier to spot as they often fade with use. We recommend using a flashlight and pulling the interior of the bag completely inside out and checking on the interior seam of the pocket with the flap. (See attached images). Because Rebag located the code during the authentication process, you can be assured your bag does indeed have one!

  Please let us know if you have any questions. Our customer service team has reached out to you directly as well.

  Best,

  ********* 

  Customer Answer

  Date: 01/12/2023

  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:01/09/2023

  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.

  Rebag is a company where you can buy and trade luxury goods. I decided to sell and trade a bag on 12/30/22 and received a shipping label from the company. On 12/31/22, I shipped the bag through **** (I have receipt). On 1/4/23, I received an email from rebag with a photo claiming there was nothing in the box. My purse is missing. I called several times and they said they had to open a case with **** but not to worry, I will get my new bag (in which they also have $1400 of my money). I did nothing wrong. I should get my new bag sent now bc the end result will be the same. Either rebag stole the bag or **** did. None of this makes sense.

  

  Business Response

  Date: 01/16/2023

  We've concluded the investigation regarding this incident including the receipts and information provided by the customer. After careful examination, this package has signs of tampering in transit and we will proceed to file a claim with **** using the receipt provided by our customer. As I write we are reaching out to ***************** to complete their sale and close this. We will handle this directly with ****.  

  Customer Answer

  Date: 01/24/2023

  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:10/31/2022

  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 got a quote for a price from Rebag to buy a handbag from me. This handbag was in pristine condition, as it was never used. It has been kept in a smoke free, pet free, perfume free home. It has never left my possession. I was offered $325 for the bag. I sent the bag to the company as required. Today I received an email that my bag offer was reduced to $255 due to wear and tear, heavy odor and hardware scratches. These reasons are 100% UNTRUE. This bag was never used. And heavy odor.absolutely NOT. And also, there is basically no hardware to speak of, so I dont even know where that came from. I now see many reviews here that state this bait and switch is apparently very common with Rebag. Is there nothing to be done about these unethical business practices? Now I have no idea how I get my bag back and if they are going to try to charge me for returning it. Thanks in advance.

  

  Business Response

  Date: 11/15/2022

  Hello,

   

  Thank you for taking the time to share your recent experience with us. We were able to review your submission and we do see that the Excellent condition grade was unfortunately reduced due to the minor wear and primarily due to the presence of a heavy perfume odor. We value our customers on both the selling and buying side so we always try to be fair in regards to the price we can purchase base on expected condition. We apologize for the adjustment that had to be made to the initial offer, however we always give our customers the option to accept or decline a re-quote and we will cover the cost of the to and from shipping. We see that you accepted the re-quote price via your account and that you were paid out to your checking account the same day. Please do not hesitate to reach out if you have any questions and we will be happy to assist you.

   

  Have a wonderful day!

  The Rebag Team

  Customer Answer

  Date: 11/16/2022

  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

  This complaint has not been resolved because, after reading the response from ReBag, nothing has changed.  They have completely falsified the condition of the bag I sent.  That bag was NEVER USED.  I reside in a smoke free, perfume free and pet free home.  There WAS ABSOLUTELY NO PERFUME OR OTHER ODORS present in that bag.  Of course, how do I substantiate that?  Just by my word.  I do not lie or falsify facts.  Additionally, there were ZERO minor flaws.  I do not know how they get away with this.  The other FALSE FACT is that they return your bag at no charge.  Oh, yes they do charge you if you want that bag back.  I was told it would cost $10 to get my bag out of jail.  I only accepted their final offer on my bag because I refused to pay the $10 on a falsified claim.  So yes, they are correct when they say they paid me (at the reduced rate) and that I received the money. I state again, that my mission here is to get the full offered price for my bag that was in PRISTINE AND UNUSED CONDITON as was quoted online.  I am also exposing the scam this company has going on.  I now see many reviews that this is how they operate.  They have your goods, they falsify what is wrong with the merchandise and then offer you a reduced fee for your goods.  If you do not accept that, you have to pay to get your goods back. I want this company held responsible for their fraudulent business practices and to keep others from falling into it.  They know how hard it is to substantiate anything once they have your merchandise.  You are at their mercy, and they know it.  Apparently, there are plenty of complaints but never any resolution.  They continue to operate as always.  

   

   

   

   

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

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

  

  Business Response

  Date: 12/07/2022

  Hello,

   

  Thank you for your response. We have honored the $70 difference in Rebag Credit as an exception for you. The credit can be used in addition to any discount or Rewards points. You can expect to receive an email confirmation.

   

  Have a wonderful day!

  The Rebag Team

  Customer Answer

  Date: 03/02/2023

  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.  I would have preferred to have the $70 in dispute returned to me in the form of cash/check, not site credit. But I will accept this settlement.  
  
  Sincerely,
  
  ***********************