Complaints
This profile includes complaints for REBAG's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 498 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:02/28/2025
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 took my ***** watch vauled at $1550 to rebag for a quote received the quote accepted the quote left my item with them to wait about a month to be told that they can't accept my item due to it not working. My watch was brand new never used and kept in the original box and was working when I left it with rebag. Now all of a sudden it isn't working. I am in need of an honest response as to what happened to my watch after it was left in the care of rebag.
Business Response
Date: 03/03/2025
Good morning.
We are sorry that your item did not meet our minimum standards. Unfortunately we are not able to purchase this item or offer it for sale. Thank for you for confirming you've received it back.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 03/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer here]
There was no resolution to the company addressing my complaint. They need to respond as to why they accepted my ***** watch at the store which means it was in acceptable working condition then weeks later they are saying my watch can't be accepted due to it not being in working condition. I am looking to resolve this before taking it to legal action, but if a civil judgment has to be made then so be it.
Thank you for your time
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ******
Business Response
Date: 03/19/2025
Good afternoon.
Your watch was received for inspection. After inspection it was concluded it does not meet our authenticity or quality standards. Unfortunately we are not able to purchase this item or offer for sale. The inspection was fully inspected and we stand by our conclusion.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:02/27/2025
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 brand new with tags Chanel WOC to rebag. They quoted me $2565. After receiving and inspecting my bag they claimed there was hardware scratches, smell of perfume and interior stains. The bag has never been worn and is new with the original Chanel tags. They in turn offered me a lesser amount of $2150. I declined the offer and requested it be shipped back. The bag they sent back is missing the original Chanel tag; instead was replaced with a rebag tag, missing the card insert protectors, missing the tissue paper protectors that was on the inside of the bag as well as on the zipper. I need to be contacted immediately by management and either my ORIGINAL bag needs be sent back to me or you pay me the original amount I was quoted. Since you have damaged the bag since its original tag are not attached I can no longer sell to a different company as new with tags since you destroyed it and instead attached a rebag tag.I was hesitant to use your company after reading some bad reviews. But you quote me at $2560 which was higher than fashionphile, so I took a chance. After you received my bag you claimed it had a stain, scratches on the hardware (which is all still covered in plastic and was covered with paper until you removed it) and offered me 2150 instead, a terrible bait and switch After declining the ridiculous offer, I contacted you stating I was concerned about the condition the bag would be sent back to me, call it intuition. This needs to be rectified and I need to receive the original amount quoted.Business Response
Date: 02/28/2025
Good morning.
We are sorry to hear about this situation. After inspection of the item our team confirmed that this item is not brand new/never used. Its in overall good condition, but it has been used and shows minor creases and scratches in the hardware. But it also has perfume odor. Unfortunately we are not able to honor the original quote for a brand new item when it shows signs of wear and it has been used. Here is a helpful resource to properly state the condition of your item when requesting a quote: ************************************************
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:02/27/2025
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.
Sent a bag to REBAG thinking they were going to buy it. They rejected it. OK, if they didn't want it no big deal, especially since they paid for the shipping. Problem occurred upon return. It was returned more or less in a timely fashion. The ***** bag was missing the dust bag on return (white silky bag *****s are delivered in originally)...I did send it as it is an important part of the validation process. Reached out to REBAG in hopes of retrieving the missing part. The answer I received was, "We want to assure you that we always handle our items with care and send them exactly as we receive them. Additionally, please note that we are not responsible for lost or delayed items during transit, as shipping risks are beyond our control."It was not lost in shipping, as box arrived unopened. This doesn't even rise to the definition of lame excuse...just a lie.Business Response
Date: 02/28/2025
Good morning.
We are sorry that your item did not meet our minimum standards. Unfortunately we are not able to purchase this item or offer it for sale. It was returned to you right away. Thank you for confirming receipt of the item. It was returned to you exactly how we received it.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:02/26/2025
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 glass case on Jan 12, 2025, with the order number ********. Rebag sent the order out with the ***** tracking number ************. It showed it was delivered on 1/14/2025 and Signed by someone named BHMILIN without any proof of the signature.I contacted Rebag on the same day and many times after through their Online Chat, Email, and Phone calls. They insisted the package was delivered but refused to provide any delivery evidence, such as the signature or delivery picture. I told them that no such person was in my household or neighborhood. They further argued that people assigned my past orders under different names. Therefore, they determined that my package was delivered. What they said was funny logic. If I agree with their logic, they should refund my money without question, as they refunded me the previously lost package (they refunded the $15K purchase with order number ******** ). I have been pushed around between Rebag, ****** and Affirm (the finance company). Rebag told me to contact Affirm, and Affirm told me to contact Rebag. I have been negotiating for more than 1.5 months without any satisfactory resolution. I was threatened about my credit as I refused to pay for the item before they could provide sufficient evidence, like a valid signature with a valid name or a delivery picture, as the other delivery company did. I am exhausted by all the options, so I am here to seek help.Thank you very much!Business Response
Date: 02/27/2025
Good morning.
We are sorry to hear about this situation. After careful review, this order was properly delivered to your address and signed for. ***** has provided a valid proof of delivery to both us and Affirm. This is why the claim was denied by all parties.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:02/26/2025
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 a ****** ***** handbag to Rebag for consignment. The offered price was much lower than the online price offered, so I decided to refuse the sale. Rebag shipped back my item. I received the item back and rebag did not ship back the original accessories: shoulder strap, lock, keys, and cloucette from my ****** ***** handbag. When rebag notified me of the lower offer amount, they mentioned that the condition of the handbag was different from the photos and did not mention that the accessories when not received. Prior to sending my ****** ***** handbag for a consignment, I submitted many photos of my ****** ***** handbag which verifies the current condition of the ****** ***** handbag and included original accessories. I also noted in the quote submission that I would ship the shoulder strap, lock, keys, and cloucette with my ****** ***** handbag. I emailed Rebag when I received my back and informed rebag of my issue and missing accessories. Rebag's response was: our records indicate that we did not receive those accessories. It does not make sense that they did not received the included accessories.Business Response
Date: 02/27/2025
Good morning.
We are sorry that your item did not meet our minimum standards. Our fraud prevention team reviewed all the footage and order details and confirmed that in fact the item was received without any of the accessories and hence why it was rejected. The package did not seem tampered and arrived sealed. So it seems the accessories were never shipped. Unfortunately we are not able to accept this item or process this order. It was already returned to you, thank you for confirming receipt.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:02/21/2025
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 Hermes mini ******* in to sell to rebag. I was then offered a lower price and declined. They sent my bag back to me improperly packaged and MISSING one of my dustbags. This bag comes with two, one for the strap, and one for the bag. I packed this to send out properly, strap off, in its dustbag. They sent it back to me with missing items, strap ATTACHED to the bag, thrown into the other dustbag upside down. I am extremely upset and frustrated. Was told it'll take days for a manager or someone higher up to get back to me which is extremely inconvenient as I am leaving the country for a week and planned on sending the bag to fashionphile. I am losing money due to their negligence.Business Response
Date: 02/24/2025
Good morning.
We are sorry to hear about this. After reviewing your order, the item was returned to you exactly how we received it. The item was not 'unused' as original stated. After physical inspection of the item our inspection team confirmed minor corner wear and scratches in the hardware. This item has been used. Here is a helpful resource on how to declare the actual condition of the item when requesting a quote: ******************************************************;
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:02/20/2025
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 have repeatedly contacted Rebag via email and phone to cancel my trade order. Despite emailing three times and calling multiple times, I have received no response. The lack of customer service is astounding and unacceptable. I demand the immediate cancellation of my order. If I do not receive a response within 24 hours, I will escalate this matter through other means.Business Response
Date: 02/20/2025
Good morning.
We are sorry to hear about this. After doing a full review we have not received a call or communication from your before about this or any order. Order ending on 709 has been cancelled with this request and the cancelation confirmation has been sent directly to the account for security reasons.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:02/18/2025
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 sent a *** purse to Rebag to be traded in. The offered price was much lower than the online price offered, so I decided to refuse the sale. The online portal would not allow me refuse the offer without outright buying the other purse. I contact customer service and waited days for a response. They responded on Feb 4 and said they would send my purse back to me with 7 days and would send a email with a tracking number. It has now been over 14 days and they have not shipped my purse back to me.Business Response
Date: 02/19/2025
Good morning.
We are sorry that your item did not meet our minimum guidelines. Thank you for your patience. It has been returned to you via ***** under tracking ending on ***** For security reasons the full tracking and shipping details were sent directly to the email in the account. Here is a helpful resource to properly state the actual condition of your item when requesting a quote: ************************************************
Please contact our customer service team if we can assist with anything else.
Business Response
Date: 02/19/2025
Good morning.
We are sorry that your item did not meet our minimum guidelines. Thank you for your patience. It has been returned to you via ***** under tracking ending on ***** For security reasons the full tracking and shipping details were sent directly to the email in the account. Here is a helpful resource to properly state the actual condition of your item when requesting a quote: ************************************************
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 02/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
******* ****
Initial Complaint
Date:02/18/2025
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 an item on Rebag on 1/29/25. Purchase Confirmation appears in Shop app and received confirmation email the following morning. Since then, the item has been listed as "Processing" even though ship-time was 6-9 days. It has been 21 days. Reached out to customer service multiple times and each time the response is that they have opened a ticket and are escalating to the relevant team, but no resolution or timeline is given.Business Response
Date: 02/19/2025
Good morning.
We are sorry for any confusion with this order. Thank you so much for your patience. It has been shipped expedited via ***** under tracking ending on ****. For security reasons the full tracking and shipping details have been sent directly to the email in the account.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:02/17/2025
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.
What kind of business asks for this stuff for a $600 purchase. ???? FRAUD. And SCAMMERS. Their customer service people sound like they are working from home and collecting the information and probably selling the information. I would like the company to stop this practice of asking this stuff as I am not the first ****** they asked this. Also, I would like my credit monitoring paid for for at least 5 years.Business Response
Date: 02/18/2025
Good morning.
We are sorry to hear about this situation. Thank you for your patience. Our fraud prevention team will contact the account holder directly to address any questions. For security reasons we are not able to discuss fraud related matters on public forums.
Thank you for understanding.
Customer Answer
Date: 02/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:they have not contacted me and I would like to have lifelock paid for as they have asked for private information over the internet in an email. See email above. This practice should not be allowed in any business.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ********-******
Business Response
Date: 02/20/2025
Good afternoon.
Our fraud prevention team has attempted to contact you without success. Please contact our customer service team when you can so we can assist you. For security reasons we do not discuss this requests on any public forums.
Thank you.
Customer Answer
Date: 02/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:[Your Answer Here]
They have not attempted to contact me by email, text, phone, or even mail. They are liars. I will not call this awful place. They can contact me and not lie about it.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ********-******
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