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:06/26/2025

  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 ordered a luxury handbag from ReBag, which was shipped via ***** with "signature required" delivery. According to *****, the package was marked as delivered just before 5 p.m. on a Monday. However, no delivery was made to my address and thankfully, our home security cameras confirm that no one ever approached our front door at that time.When I contacted ReBag, I was extremely disappointed in their response. Despite providing clear evidence that no delivery took place, their customer service essentially told me that if ***** marks the package as delivered, there's nothing they can do. This is unacceptable for a company selling high-value items.I submitted my security footage to ReBag for review, but they made it clear that I may still be left without a refund or replacement. I also contacted *****, who informed me that ReBag, as the shipper, must initiate the claim or refund ********** is shocking to me that a company dealing in luxury goods is comfortable relying on a delivery process that does not require verified ID or any photographic proof of delivery especially when less expensive retailers like ****** provide door delivery photos even for $10 items.If we didnt have video proof from our doorbell camera, we would be out a significant amount of money. I am deeply disappointed with both the handling of this issue and the lack of accountability from ReBag. Customers deserve better protection and responsiveness when dealing with high-ticket items. I would strongly caution others before doing business with this company.

  

  Business Response

  Date: 06/26/2025

  Good afternoon. 

  We are sorry to hear about this situation. Our team do an investigation with the carrier and the package was delivered to you in front entrance of your property (primary parking as the garage is restricted for truckers and were your door camera is located) see attached. This is the point where the carrier parked and met you for the delivery. We will ask our fraud prevention team to review this one more time with the carrier to see if there is any other detail that might be missing and could change the resolution. 

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

• Initial Complaint

  Date:06/26/2025

  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 sent my Cartier ring and earrings to them on May 15th the day after they sent me shipping label. I sent via ***** during delivery the item got damaged by ***** and ***** said they would handle it. The total was $1,800 that they simply needed a form from Rebag showing I was the seller/shipper. Rebag refused to sign the form saying I was the shipper. ***** was the one paying me for the damages they did to my items not Rebag. Instead Rebag said no and then is now filing the claim themselves and STEALING my money for items I sent to them.

  

  Business Response

  Date: 06/26/2025

  Good afternoon. 

  We are sorry to hear about this. After careful review of your request we are not able to certify what and when was shipped. We never received any of your items. Please send all the receipt, photos and videos of the items being packed to ********************************** so we can help you by asking the carrier to do an investigation. 

  Thank you. 

  Customer Answer

  Date: 07/10/2025

  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 did not reach out at all. They did not solve it and they claimed the $1,800 from FedEx that is stealing 

  
  

   

  
  

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

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

  

  Business Response

  Date: 07/14/2025

  Good afternoon. 

  We are sorry to hear about this situation. Our fraud prevention team did a review of your request and declined to provide a certification of what was shipped and when since we never received the items for inspection. After checking with the carrier it is unclear what even was handed to them. Please email ***************** with photos, videos and receipts of what you packed and shipped so we can try to help with a second review. 

  Thank you. 

• Initial Complaint

  Date:06/17/2025

  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.

  I purchased a ****** bag from Rebag on 5/10/25 and paid extra for shipping protection. The bag was shipped signature required with *****, with a delivery date of 5/20/25. On 5/20, the package was left on my porch, no attempt for a signature. When I received the package from the porch, the bottom of the box was slashed open, the contents removed, and resealed with a different tape. The ***** delivery driver forged my signature. I have been trying since 5/20 to get my money back from Rebag, but the customer service I've received has been nothing short of terrible. Even though I paid extra for shipping protection that includes theft, and I have doorbell video proof of the package being delivered without my signature, Rebag is refusing to work with ***** to resolve this issue. When I try to work with ****** they say I must go thru the merchant. When I last called in on 6/16, I asked to speak with a manager. I was told they could not directly connect me to anyone and that I'd get a call back within 1-3 business days. What I received was an email from said manager saying they will not proceed with a callback, and they've done all they could do. At this point, I am out my money, the product I purchased, and a considerable amount of time trying to prove myself in order to get a refund. Additionally, as outlined by the terms and conditions on Rebag's website: "Rebag is responsible for the risk-of-loss until the Products are delivered by our designated common carrier to the shipping address you selected at checkout.". As I never received the item (just an empty box that the delivery driver signed for), AND paid extra for shipping protection. I should be covered for a refund. Rebag's last communication was: "Please keep in mind that these labels are not insured, and Rebag is not responsible for any loss or damage that may occur during transit.". Rebag will not issue me a refund, and ***** will not work with me, only the merchant, and Rebag refuses to escalate this issue.

  

  Business Response

  Date: 06/17/2025

  Good afternoon. 

  We are sorry to hear about this situation. This matter was already investigated and your bank already issued a refund. Please contact them directly as it can take 7-10 business days to reflect on your statement. 

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

  Customer Answer

  Date: 06/23/2025

  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:06/12/2025

  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.

  Complaint Summary:I am filing a complaint against Rebag for their refusal to reimburse me after a ************* purse I shipped using their prepaid ***** label was damaged in transit. Although ***** processed and paid the claim directly to Rebag, they have refused to release those funds to me, the rightful owner of the item.Complaint Details:On April 25, 2025, I shipped a ************* purse to Rebag using the prepaid ***** shipping label they provided. Unfortunately, the item was damaged while in transit by *********** required a shipper waivera simple document stating that I was the owner of the itemin order to process the claim. Because Rebag created the shipping label under their account, they were the only party authorized to provide this waiver. Despite multiple requests, Rebag refused to provide it.After continued communication with *****, I was contacted by their corporate office and informed that the claim had been processed and paid to Rebag, as they were listed as the shipper. I shared this confirmation with Rebag and requested **************** this day, Rebag has refused to release the funds, even though they were issued as compensation for damage to my property.

  

  Business Response

  Date: 06/13/2025

  Good morning. 

  We are sorry to hear about this situation. After reviewing your account we see that we never received this order or inspected any item/s for it. Unfortunately we are not able to sign any certification as to what and when might have been shipped to us, we don't have any evidence of that. We can also confirm that we have never filed any claim related to this nor receive any payments from anyone. 

  Our fraud prevention team will send you a formal communication based on our investigation and resolution to this matter. There are other orders for which the item we did receive we had to reject to due serious condition issues. If you wish to appeal the resolution, please reply directly to ********************************** with any additional information you might have. 

  Thank you. 

  Customer Answer

  Date: 06/24/2025

  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] Rebag has failed to appropriately address the issue. They have not confirmed whether they received funds from ***** for the damage to my property. At no point did I claim that Rebag received my item I clearly stated it was damaged in transit. Rebag did not provide the required documentation to finalize my claim with *****. However, as shown in the attached email from ****** Rebag did receive payment related to my claim and is now refusing to issue a refund.
  
  

   

   

   

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

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

  

  Business Response

  Date: 06/30/2025

  Good morning. 

  We can confirm that we have not cashed any payment at all related to this order or tracking. The carrier might be referring to a decision on your request. Our fraud prevention team  sent you a formal communication based on our investigation and resolution to this matter. There are other orders for which the item we did receive we had to reject to due serious condition issues. If you wish to appeal the resolution, please reply directly to ************************************************************ with any additional information you might have. 

  Thank you. 

• Initial Complaint

  Date:06/11/2025

  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 have purchased the bracelet size Small. I have received the bracelet with serial number ****** with size L engraved on it . You can contact ******* for info verification on this bracelet. The item was not as described. As you can see it was too large for me and I could not keep it. I contacted rebar and they said to send it back for full refund. I sent it back , after they received in 5 days they issue refund , but it was charge $59. It was clear mistake on their end and they are charging me $59 . They are re-list this bracelet for resale on their web site with the same description- size Small . Someone will buy it and will have same problem as me. Today, I just got email from them , they said they issue refund $21 . Why is $21 and not $59 ? It was my gift for birthday , I should be happy with it and it turns night marrow. I attached receipts. Please help me with this issue. This is not the way to do business -send wrong item and charge fees for it.

  

  Business Response

  Date: 06/12/2025

  Good afternoon. 

  We are sorry to hear you were not happy with your purchase. Since you contacted us well within the return period we can accept it. Thanks for shipping the item back. The item and shipping cost have been fully refunded already to your original method of payment. The only portion that we are not able to refund is the $35 for the additional service as it was already provided. 

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

• Initial Complaint

  Date:06/05/2025

  Type:Billing 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.

  Hi! I sold multiple bags online and the funds for most of the bags have been deposited into my seller account. The current amount is $7,885! Ive repeatedly tried to cash out via ACH and each time I receive an email saying bank transfer failure. I have tried both of my bank accounts at different banks and both receive this failure message. Im very upset because this is a lot of money!

  

  Business Response

  Date: 06/06/2025

  Good morning. 

  We are very sorry to hear about this. Our customer service manager will contact you this morning (PST) to take you through the steps of the security validation process that might be causing this. 

• Initial Complaint

  Date:06/02/2025

  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 have been trying to cash out my money out of my seller funds wallet and it keeps saying payment failed. I have used this bank account with them before I have tried multiple times for two days and tried two different bank accounts. I tried emailing I called and they just said they would email me back but haven't.

  

  Business Response

  Date: 06/02/2025

  Good afternoon. 

  We are sorry to hear about this. Our customer service manager is calling you now to help you with the security code verification to complete the transaction. 

• Initial Complaint

  Date:05/29/2025

  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.

  I deeply regret doing business with Rebag. I dropped off two authentic ***** ****** pieces at their ******** location and was told payment would arrive in my wallet within two weeks. That was weeks ago, and I have yet to receive anything.After countless emails, chats, and phone calls, all initiated by me, Ive been strung along with vague responses like were working on it and were a little delayed. Each time I asked for a concrete answer or to speak with a supervisor, I was denied or ignored.Not only do they have my high-value jewelry, but Ive also been left in the dark with no payment, no timeline, and zero accountability. I feel completely scammed. This company is unprofessional, disorganized, and lacks basic customer respect.I strongly warn others to think twice before trusting Rebag with their valuables.

  

  Business Response

  Date: 05/30/2025

  Good afternoon. 

  We are sorry to hear about any confusion. Your order ending on *** was just completed and paid. We had to do a second inspection on one of the items due to some guideline concerns. Please note that our vetting process can take from 5-7 business days as established in our terms. Here is a helpful resource: ***********************************************************************************************************;

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

• Initial Complaint

  Date:05/28/2025

  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.

  On May 22nd at around 2:00 PM, I shipped three handbags to Rebag for resale using the prepaid shipping label they provided. The total value of the items was $5,075. Since I live far from any Rebag location, using their provided shipping label was the only feasible option for me, and it was also the method they recommended.I carefully packed the items and dropped them off at the designated ***** location. I also recorded a video at the time of drop-off, clearly showing that all three handbags were placed into the box and handed over at *****.However, when the package was delivered on May 23rd, Rebag claimed that the box was completely empty. I asked Rebag to provide the surveillance footage from the time of delivery to confirm whether the box arrived empty, but they refused to share it.Given this, I have a reasonable suspicion that the items were stoleneither by a ***** courier or by a Rebag employeeand that Rebag is now falsely claiming that I never sent the items. However, I have complete video evidence showing that I did, in fact, ship all three handbags.This is a serious theft case. Regardless of whether the theft occurred during transit or internally at Rebag, the company should take full responsibility, as I used the prepaid shipping label they provided. Unfortunately, Rebag has not taken any action to resolve the matter and has even stopped responding to my emails.Since I fulfilled my responsibility by shipping the items according to Rebags instructions, I am requesting full compensation of $5,075 for the stolen goods.

  

  Business Response

  Date: 06/06/2025

  Good morning. 

  We are sorry to hear about this. Unfortunately we received a sealed and untampered package that had no bags. After careful review by both the carrier and our fraud prevention team, we believe these were never shipped and the photos you've provided are not related to this shipment. You will receive a decision by our fraud prevention team in writing in the next week. If you want to provide any other information that might be missing to see if we can help any further with this case, please send them to ********************************** and they will be included in the investigation. 

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

  

  Business Response

  Date: 06/06/2025

  Good morning. 

  We are sorry to hear about this. Unfortunately we received a sealed and untampered package that had no bags. After careful review by both the carrier and our fraud prevention team, we believe these were never shipped and the photos you've provided are not related to this shipment. You will receive a decision by our fraud prevention team in writing in the next week. If you want to provide any other information that might be missing to see if we can help any further with this case, please send them to ********************************** and they will be included in the investigation. 

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

• Initial Complaint

  Date:05/17/2025

  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.

  Hello there I placed an order with Rebag on April 25th to this date I still have not received my order. I needed it for a special trip which has now long passed. I am now seeking a refund for this order. I was told an investigation is opened on there side and I am hoping this will speed up the process and make sure that this is resolved.

  

  Business Response

  Date: 05/19/2025

  Good afternoon. 

  We are sorry to hear about any confusion. After reviewing the order you've provided, here is the latest update. 

  There were 3 items in the order. 2 were already shipped and delivered to you under ***** tracking ending in *****. The 3rd item (323266/3) was removed from the order and refunded for $2,105 to the original method of payment on May 6. 
  
  Please contact our customer service team if we can assist with anything else. 

  Customer Answer

  Date: 05/30/2025

  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]

  I was told there is an investigation opened since I did not receive my order! It was a total of 3 items.. yes I chose to cancel the one item as it was taking too long to ship out. I was supposed to receive 2 items which I did not receive anything! I have been going back and forth with Rebag everyday as they have told me an investigation is opened since may 15! Is there no investigation opened?! I want my money back it was never delivered to me I did not receive my order! I have had a horrible first experience!

   

   

   

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

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

  

  Business Response

  Date: 06/02/2025

  Good morning. 

  Our fraud prevention team did an investigation with the carrier and the two items were properly cleared and delivered to you. They will send you a formal notice this week with our determination and the right contact if you want to contest the decision and provide any additional support, you will be provided the right contact information to do so. 

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

  Customer Answer

  Date: 06/06/2025

  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:

  I did not receive it! It was not signed for I do not know where it was delivered to this is ridiculous I am out my money and do not have my order! This picture I see here is not anywhere I know of all packages are supposed to be delivered to my unit or concierge. It was given to neither as I do not have my package! I do not know where it was delivered to and I need my money back!

   

   

   

   

   

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

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