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:07/31/2025

  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 agreed to an offer to sell a bag and sent it in. It arrived July 10th and at that time the payout time frame was 5-7 or so days. I hadnt received my payment and they said as of July 14th all payouts take 2-3 weeks. I didnt agree to that when I accepted the offer but whatever. Its been 3 weeks. Still havent gotten paid and they are now telling me payout time is 4-5 weeks!!!! They are STEALING from customers. They cant seem to update me on when I will get my money either.

  

  Business Response

  Date: 07/31/2025

  Good afternoon. 

  After reviewing your account we can see that this order was already completed this morning and you also started the transfer as well. Please contact our customer service if we can assist with anything else. 

• Initial Complaint

  Date:07/31/2025

  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 purchased the item in May 2025 upon delivery the item was not there. I called and never got a resolution until I contacted my bank in July. The bank is saying the time frameand denied the claim. Rebag is now saying the claim was approved through ***** and they can't refund me because of the claim with the bank that was closed.

  

  Business Response

  Date: 07/31/2025

  Good afternoon. 

  We are sorry to hear about this. Our fraud prevention did a full investigation on this claim. This order was packed and shipped (under surveillance camera) on May 8th. Right after you received the order, you reached out to us and notified that you had received a sealed and untampered package that was empty inside. Then you filed a chargeback with your credit card issuer right after. We provide all the evidence (proof of delivery, evidence of packing and shipping) etc. The credit card issuer resolved in our favor and denied your claim based on the evidence provided. Unfortunately we are not able to take any further action as this was packed, shipped and delivered to your properly, as concluded in the investigation done by us, the carrier and your bank. 

  Please contact our customer service team if we can assist with anything further. 

• Initial Complaint

  Date:07/30/2025

  Type:Sales and Advertising 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 sold a handbag to Rebag and have still yet to receive my buyout payment. I was informed on 2 instances that it will take 2-3 weeks to process. Now, today I was told its actually 4-5 weeks. This absolutely unacceptable when they have already listed the item for sale on the website. I was not adequately informed about this change in policy.

  

  Business Response

  Date: 07/30/2025

  Good evening. 

  We are sorry for any confusion. Your order ending in ************************************************************ our process (******************************************************************************************************************************). It is actually scheduled to be completed tomorrow 7/30/25 in the morning. 

  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:07/29/2025

  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.

  When I submitted my product to consignment, all communication and quote discussed stated that payout would be 15 days after an items sells. My piece was accepted on 6/24 and sold on 7/6/25. However, when I reached out on 7/24 when i still hadn't received payment, i was informed that a new policy went in place on 7/14 that now states payouts would be 4-5 weeks out. (My website information references payout within 15 days - see screenshot along with the disclosure from my quote). When i provided screenshots of what the website is still stating and my quote, i was met with "no exceptions can be made". there was no prior communication about this change. My expectation is that you cannot provide a quote and have no updated website information (mismatched information - one area shows 15 days and another says 25 days, but nothing about 4-5 weeks) and then say "sorry". Poor business practice. No honoring what was disclosed.

  

  Business Response

  Date: 07/29/2025

  Good afternoon. 

  We are sorry to hear about this confusion. While reviewing your order ending in **** there are two items in it. 

  Item 1: This item was refused as it did not met our minimum standards. Unfortunately we are not able to purchase this item or offer it for sale. It was already returned to you via ***** under tracking ending on ****, with final valid proof of delivery. 

  Item 2: This item sold on 7/6/25 and its already scheduled to be paid on or before its due date of up to 30 days. You will receive and email confirmation very soon. 

  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:07/29/2025

  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.

  A gold, Hermes Birkin 25 was submitted for a buyout by Rebag and checked in by Rebag on 7/9/25. The bag was reviewed and marked as completed and paid on 7/14/25. However, the funds were never placed in the Rebag wallet. Rebag customer service was contacted on 7/14/25. The following customer service representatives were contacted: Knastacia, ******. We were advised by these agents that the issue would be escalated to determine why funds had not been paid. We submitted an email on 7/15/25 requesting follow-up. On 7/16/25, we were advised by Knastacia via email that the terms and conditions regarding payout completion had been changed as of 7/14/25. This was not indicated on the website at that time. The new terms stated that the processing and payout completion timeframe was now 15 calendar days. We were advised that we would have payment by no later than 7/29/25. On 7/17/25, we saw that the bag was posted online for sale and it continues to be. It is now at their ***** location. On 7/18/25, the status of our order was reverted from Completed to Reviewed. After additional follow-up, we were again advised on 7/21/25 by Knastacia that we would be paid on 7/29/25. On 7/29/25, we have not been paid. Following a failed attempt to have direct supervisor contact, we were told by ****** that the computer indicated we would be paid on 8/13/25. He indicated that the terms had changed once again and are now 30 days to payoff. However, this change is again not posted on their website and breaches their previous guarantee that we would be paid on 7/29/25. We have asked for this to be resolved and paid TODAY. This is over $16000 and terms have already been changed once without notice. We do NOT want the Birkin bag now that it has been handled widely and placed for sale. We need our payment for our buyout as agreed upon and indicated without further illegal delay.

  

  Business Response

  Date: 07/29/2025

  Good evening. 

  We are sorry for any confusion. But your order has been processed well within our timeline (******************************************************************************************************************************) and its scheduled for payment tomorrow 7/30/25 into your wallet. You will receive and email confirmation. 

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 08/04/2025

  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:07/29/2025

  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.

  In the past my experience with Rebag has been pretty typical of these big retailers. I've had great experiences buying - the items are exactly as described or nicer. But if you sell them your bag/accessories it would take 2 weeks minimum from shipping the item to being paid. That was standard with Fashionphile, also, and I trusted ******* of yesterday, I can report that selling has become much more difficult. Rebag accepted 2 of my bags last week and I promptly sent them off, expecting it would be the same 2 week turn around. But when I checked my account yesterday morning they had a new notice up that there would be slower payouts due to "macro" issues. I chatted with ****** to confirm - it wouldn't be another week (I had initially sent on July 21st). Now I can expect to wait at least another month before being paid. DO NOT send your bags to this company. They changed the terms of payout after I sent my items and will not budge. I honestly wonder about their liquidity. Find another company to sell to.Order #****** - $880 Order #****** - $795 * Both have been confirmed delivered per Fed Ex. The first order was sent 2 days before the other. All I would ask is the original timeframe of 7 days to review & send funds. I feel it is wrong to accept the items, then to change the payout time after the fact. Please investigate this company.

  

  Business Response

  Date: 07/30/2025

  Good afternoon. 

  We are sorry to hear about any confusion. But we've reviewed your requested and need to help clarify a few things. 

  1. Your chat with one of our customer service ***** ******, was related to order ending ***. The order had already been reviewed and was on hold waiting for your approval of the re-quote. Since that condition and model you stated did not match that of the bag (as you confirmed in the chat), it had to be re-quoted. But we don't complete the order until you approve it. This order was already paid out and you cashed the funds on 7/8/25. 

  2. Order ending in *** and ***, we just received the items in the last business day. They will be processed and verified in the order they were received and completed within the processing timeline established (******************************************************************************************************************************). You will receive an email confirmation as soon as each one is completed. 

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 08/04/2025

  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 are referring to old orders, rather than addressing the current 2 bags that I sent in.  Since I filed the claim one of the bags has been addressed and paid.  The other bag is still sitting. 
  
  My problem with the business, to be clear, is they promised review & payment within one time period, I accepted & sent the bag, and then they CHANGED the terms mid-contract.  Now they are expecting me to wait 30 days for payment.  It is fine for a company to change the terms, but this should be an upfront warning.  When I submit a photo they should say "ok, we will review but it will be at least 30 days".  Then a client will know the time frame and choose whether that meets their needs.  
  
  I have the remaining bag which I sent on July 23, and I can see by *** Ex it was accepted on July 28th.  Rebag chose to put in the system that they didn't receive it until July 30th.   Now they expect me to wait up to 4 weeks for payment, although initially they had stated 7-10 business days.  
  
  I am asking that the company be honest in their interactions with clients.  Twice I have sent in bags that they decided were worth MORE than what I expected, so I do value the company expertise and feel sad that it has come to this.  I had hoped to sell more with Rebag in the future.  But now that terms have been changed, I feel like this can just happen anytime, and it makes me nervous to ever do business with them again.  That is why I asked for Better Business Bureau intervention.  Thank you.  
  
  

   

   

   

   

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

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

  

  Business Response

  Date: 08/08/2025

  Good morning. 

  The tracking you sent is for order ending in ***. This already was already process and completed early this week and payment sent to your wallet. We have confirmation that you already cashed out your funds to your banking account yesterday. Here is a clear and helpful resource on the processing timeline: ******************************************************************************************************************************

  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:07/29/2025

  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.

  I sold a luxury handbag to Rebag and shipped it on July 3, 2025. At the time I accepted the offer, Rebags official payout terms were clearly stated as 57 business days.They received my bag on July 9, and on July 14, the transaction in my Rebag account was marked as Completed and Paid. That same day, my bag was listed for sale on their website, meaning it had already passed authentication.However, no funds were released to my Rebag Wallet. When I followed up, I was told the payout policy had changed on July 14 to 23 weeks, and that I should wait. I waited in good faith but even after that period passed, I still have not been ********, Rebag claims the timeline is 45 weeks, and they have stopped replying to my emails entirely. I have multiple emails from their own employees confirming the 23 week policy. The 45 week timeline was never part of the terms I agreed to, and they are applying it retroactively without my ********** this point, I am declaring that Rebag has effectively stolen my property. I sent my item in good faith under specific payout conditions, and they have taken possession of my bag, listed it for sale, and failed to pay me with no valid explanation or accountability.I request BBB's assistance to recover my funds and hold Rebag accountable for this misconduct. I am prepared to submit screenshots, email threads, and all supporting evidence upon request. *****

  

  Business Response

  Date: 07/29/2025

  Good afternoon. 

  We are sorry to hear about this situation. But your order was processed within the timeline and it was paid today to your wallet. Here is a helpful resource: ************************************************************************************************************************************;

  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 08/04/2025

  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.
  

  I would like to note that I was informed the day before that the new payment timeline had been moved to 45 weeks, but the payment was processed later that same day, after I filed the complaint.

  
  Sincerely,
  
  ***** 
  
  
   
  

  
  

• Initial Complaint

  Date:07/28/2025

  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 am writing to formally lodge a complaint regarding a serious delay in payment for an item I sold to Rebag.Rebag received my item on July 8th, 2025. At the time of sale, I was informed that payment would be processed within 4-7 business days after receipt of the item. However, despite multiple follow-ups, I have not received any payment as of today, July 28th, 2025a full 20 days after you received my item.Throughout this time, Rebag has continued to extend the processing timeline, first to 2-3 weeks, and now seemingly indefinitely, with no clear communication, timeline, or resolution. This repeated delay feels deceptive, and it appears to be a pattern of behavior aimed at withholding payment from customers while continuing to take possession of their property.I feel that Rebag is engaging in unfair and possibly fraudulent practices by continually postponing payment obligations and misleading customers about their timelines.I demand immediate action:That Rebag pays me in full for the item by August 1st, 2025 That Rebag provides a transparent explanation for the delays and a written commitment to improve processing times.

  

  Business Response

  Date: 07/28/2025

  Good afternoon. 

  We are sorry to hear about this situation. But after reviewing the order it still is within the verification and processing timeline of up to 4 weeks (******************************************************************************************************************************). The item is in the final verification process and scheduled to be completed tomorrow 7/29/25. Please check your order status for the latest update. 

  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:07/28/2025

  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.

  On June 27, 2025, my consignment item (#******/2 Christian **** Vintage Saddle Bag ****issimo Canvas Medium) sold on Rebag. Their published policy states payouts are issued 25 days after sale, making my payout due July 22, 2025.On July 15, I confirmed this timeline with Rebags agent via chat. When no funds arrived by July 22, I contacted them again on July 24 and was told a new policy extended payouts to 56 weeks, moving my payout to August 6.This is misleading and unethical because: I was never notified of a policy change, the 25-day payout is still posted on Rebags website, my portal falsely shows Item Sold Consignor Paid on July 22 with no funds received, and retroactively applying a new policy after a sale breaches seller trust and agreements.I escalated the issue with screenshots, but on July 28 Rebag responded confirming the website misinformation while refusing to honor the original payout schedule.

  

  Business Response

  Date: 07/28/2025

  Good afternoon. 

  We are sorry to hear about this situation. After reviewing your account, here is the latest update on these orders: 

  Order ending on **** You shipped two items. Item 1: it did not meet our standards and we are not able to purchase it. It was already return to you with proof of delivery. Here is a helpful resource to properly state the actual condition of the item/s when requesting a quote (************************************************). Item 2: Item sold, and the funds were just paid to your wallet today. 

  Order ending on **** This item did not meet our minimum standards. We are not able to purchase it or offer it for sale. It was returned to you via ***** under tracking ending in **** with valid proof of delivery. 

  Please contact our customer service team if we can assist with anything else. 

• Initial Complaint

  Date:07/24/2025

  Type:Delivery 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 placed my order 6/30/25. Paid extra for shipping protection (signature delivery) to protect against lost, damaged, or stolen packages. Received a text prior to delivery indicating my package would be delivered by ***** on 4/5/2025 between 11:30-2:30. Stayed home with my boyfriend that day waiting. Woke up at 8:30. Dog barks every time a car pulls up near the house, even next-door or across the street. It rained all day. Every time I heard something, I looked out the window. Around 3, I checked tracking as I had not received anything, and saw that it was marked delivered/signed for. Had not received/signed for anything. Immediately filed claim with *****, and emailed Rebag to get ahead of things. ***** said I needed to refer to merchant & closed ticket. Submitted multiple claims and got same response. Received multiple responses from ********* at Rebag. Was told to check. with neighbors or in an unexpected place (how would that happen if I signed for it?). Then it was implied multiple times that I am lying about not receiving it: that I did sign for it, that I need to have camera proof and that the shipping protection does not do anything for me since ***** says I got my delivery, and despite refusing to show me the signature he alleges is mine, insists that it's my handwriting - as if he could attest to that. I have had the same signature since I was in elementary school. He then said he was researching it (after telling me he already knew, but obviously didn't since he had yet to contact ******* but seemed to be referring to a completely different order (he said my signature matched my 'previous' order, which did not exist). Disregards most of the body of my emails. No solutions presented. For context, I placed two orders with Rebag. This was the first order and I spent *****. The second order cost almost 7k. I received my second order in 2 shipments which I received with no issue. I placed both orders within a week. I have never had an issue with ***** prior.

  

  Business Response

  Date: 07/25/2025

  Good afternoon. 

  We are sorry to hear about this situation. Our fraud prevention team is conducting an investigation of this request and will email you the results directly. So far, we have a clear proof of delivery to correct address (and location stamp) which matches all your previous deliveries and it was signed by you. But we are do an extensive investigation with the carrier to make sure we are no missing any details before we reach a final decision. Our customer service manager will call you directly and keep you updated. 

  Customer Answer

  Date: 08/05/2025

  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:

   Once again, the package was NOT shipped to the correct address, and the point of me paying to sign for it is to ensure that it would be delivered to my address. I did not sign for it, hence it is impossible that there is proof of it being delivered to my address. My signature was not collected for this delivery. No one is willing to provide any evidence of a signature, obviously because it was not collected. Why am I paying for a signature upon delivery if it doesnt matter if anyone is signing upon delivery? If ***** can simply SAY its delivered, what is the point of this?

   

   

   

   

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

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

  

  Business Response

  Date: 08/12/2025

  Good morning. 

  As we explained earlier, our fraud prevention team already did an investigation on this case along with the carrier. This order was delivered to the correct address. If you believe someone in building might have taken the item from your location, please contact the local authorities. Or even you have any additional evidence to show that you haven't shared with us yet, please email ********************************** and our fraud prevention team will review right away. What you've submitted here is only screenshots of our customer service team trying to help as much as they could. 

  Please contact our customer service team if we can assist with anything else.