Complaints
This profile includes complaints for REBAG's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 602 total complaints in the last 3 years.
- 216 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/11/2025
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 sold two expensive handbags to Rebag and I sent my items using their prepaid ***** labels provided online and the items arrived safely and I received their email the items have arrived and been accepted. I have sold items to Rebag before and I received my payout with in 3-7 business days but this time I still have not received payout from *************************** my items arrived at Rebag according to the ***** record and their confirmation email was 7/8/2025.Rebag order number: ****** - $1538 ****** - $6510 Thanks
Business Response
Date: 08/11/2025
Good evening.
We are sorry to hear about any confusion. While reviewing your account we see that both of these orders were completed over the weekend and paid to your wallet. Please login to your account and you will be able to see both orders completed. Please contact our customer service if we can assist on how to access your Rebag.com account and navigate your orders and the wallet.
Have a good evening.
Initial Complaint
Date:08/11/2025
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.
On 8/2/2025, I purchased an item on Rebags website for a total of $4204 which included a $35 shipping protection fee.This item was supposed to be a direct signature required item upon delivery.On 8/8/2025, per the ***** Tracking ************ it states delivered.However, when you pull up the actual proof of delivery, it is evident that the item was not properly delivered to me or anyone authorized. Furthermore, Rebag failed to provide me proof of a valid signature of whomever received the item, ***** simply stating FDESK in comments from courier does not suffice or provide proper indication of where package was left. It only shows that the delivery was mishandled and the package could have been left anywhere. Additionally, when I asked for pictures, they were not able to provide anything.I have also checked with my buildings reception area and they have not received this package nor have any record of this package in their logs.Rebag failed to ensure my package was delivered to me, and they are also not honoring the shipping protection which I paid additionally for.Please help me obtain a refund as this was very poorly handled, and as a consumer I am being charged for an item I did not receive nor being refunded despite paying additional charges for shipping protection which is very dishonest and misleading on Rebags behalf. What is the point of them taking the $35 fee from me?I have attached evidence. Please assist in protecting me as a consumer.Thank you!Business Response
Date: 08/11/2025
Good evening.
We are sorry to hear about this. But our fraud prevention team did a full investigation with the carrier and there is valid proof of delivery to the correct address. We've also notified your lender and provided them with all the evidence that this was properly delivered to your address. If you have any additional documents you need our team to review, please email them to ********************************** and please include the order number as the subject line.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 08/12/2025
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:I have already raised a request with ***** to look into this matter, but you the business have not provided valid proof as Fdesk is not valid and even our reception area has acknowledged that this package never came to them.
I also paid additional for shipping protection, so why are you not helping with that as package is clearing missing.
This is very wrong and misleading from Rebags part.
Please help me, I paid a lot of money for an item to not receive it and now have lost my funds too.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ****
Business Response
Date: 08/20/2025
Good afternoon.
We are sorry to hear about this. But our fraud prevention team and the carrier did an investigation and it concluded that this was delivered to you at the right address. We've also provided the information to your credit card issuers who also confirmed there is a valid proof of delivery. Unfortunately we are not able to process a claim for something that was already delivered to you.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:08/10/2025
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 7 items last month (delivered 7/10 and 7/17 and 7/18) but i haven't paid yet. rebag customer service told me that i'll be be paid out next week for one that checked in 7/10 and the other will be the 8/22 and rest will be the last week of august. i havent notified from them about policy changes prior to my shipments.. and i would sent them if i would knew that it will take that long. they are all buyout and they are all cost over $10000!!without any notice, they just told me that payout will takes up to 5 weeks!! this is horrible!! who would sent the valuable stuffs and wait that long?? this is scam. i sold all these because of medical bills and now i ended up paying late fees to them.Business Response
Date: 08/11/2025
Good morning.
We are sorry to hear about any confusion. While reviewing your account we found that most of the orders were already completed and paid over the weekend well within the processing timeline (******************************************************************************************************************************). Our customer service manager will call you to see if we can help with accessing your account and wallet dashboards.
Have a good day.
Initial Complaint
Date:08/10/2025
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 ************* On the go gm for a buyout and the bag was received 7/28 and was reviewed/accepted on 7/30 as of 8/10 I still have not been paid out. I reached out to customer service and I was told that I will be paid out within 4-5 weeks. I sold a bag a couple weeks prior and was paid out within a couple of days. I was never notified of this change and I think I should receive my payment as a loyal Rebag customer. Order id ******Business Response
Date: 08/12/2025
Good afternoon.
We are sorry to hear about any confusion. Your order ending in *** was completed over the weekend and is already paid. Here is a helpful resources on our processing timeline: ************************************************************************************************************************************;
Please contact our customer service team if we can support with anything else.
Initial Complaint
Date:08/08/2025
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.
Hello,I sent in 2 separate orders, on 7/6 and 7/15. At the time I submitted these items the turnaround time was quoted to be 5-7 business days from arrival. (Proof attached) These orders were received by Rebag on 7/22 and 7/24, due to slow ground shipping. It has been over 13 business days since the first order was received, and 7 business days since the items were authenticated and inspected. After inquiring about my payment with Rebag, I was told the waiting period is now 4-5 WEEKS from the time they receive the items. I wanted to speak with a manager, because this is unacceptable. I would like to be paid in the timeframe I was given originally. I have waited 5 days now and have not received any correspondence or phone call from a manager like I was told would happen within 3 days.Customer Answer
Date: 08/09/2025
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:08/07/2025
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 sold an item for the first time in June, and the payment was processed quickly after approval. So, on July 2nd, I went ahead and shipped another bag that was quoted for $495.I waited, and on July 14th, the status was updated to Paid. However, I never received the payment in my wallet, so I reached out to inquire. I was told it could take up to 15 days to process.I waited again, but after receiving no response to my follow-up email, I messaged once more. This time, I was told it could take even longer for the payment to show in my wallet.This is not what I agreed to. Your website advertises fast payouts, but my experience has been the opposite. I need to understand whats going on with all these changing timelines and unfulfilled promises.Which is also why I had received quoted in my other items and scared to ship and no longer wish to do more business with you guys.Business Response
Date: 08/07/2025
Good morning.
Sorry to hear about any confusion. While reviewing your order ending in *** it was already paid to your wallet this morning. Please log in to your account and the funds are in your wallet already. If you need support to access your account or your wallet, please contact our customer service team. We are happy to support you.
Initial Complaint
Date:08/06/2025
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.
Complaint to BBB: Rebag Subject: Delayed Payment and Unjustified Fees Request for Immediate Resolution To Whom It May Concern,I am filing this complaint against Rebag regarding a recent transaction involving two items I sold through their platform.Rebag accepted one item and rejected the other. However, I was not informed upfront that it would take up to a month to receive payment for the accepted item. This lack of transparency is extremely disappointing, especially for a company dealing in luxury ******** addition to the delay, I was notified that Rebag will charge me a 3% fee to withdraw my own funds. I find this practice unreasonable and unacceptable. This is my money from an item theyve already accepted and committed to purchase. I believe I should receive 100% of the payment without being ************ date, I have not been paid for the accepted item, which is $655. Furthermore, the second item was rejected, but it has not been returned to me. If Rebag does not intend to return it, then I request that they honor the quoted price of $715 for that item as well.Therefore, I am demanding the following:Immediate payment of $655 for the accepted item without any withdrawal fees.The return of the rejected item, or alternatively, full payment of the quoted amount of $715.A total resolution amount of $1,370 if the rejected item is not returned.Rebags current handling of this transaction is unacceptable. I respectfully request the BBBs assistance in resolving this matter promptly.Sincerely,********Business Response
Date: 08/08/2025
Good morning.
We are sorry that one of your items in order ending in *** did not meet our minimum standards. Unfortunately, we are not able to purchase this item or offer it for sale. It has been shipped back to you via ***** under tracking ending in *****. The full tracking and shipping details are sent directly to the email in the account for security reasons. As for the other item, it was already processed and the order completed. The funds are already in your wallet.
Please contact customer service if we can assist with anything else.
Customer Answer
Date: 08/12/2025
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:I was still charged the 3% fee ($19.65) for withdrawing my own money.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** *********
Business Response
Date: 08/14/2025
Good morning.
We are sorry for any confusion. But that is an option that you selected and approved for early cash outs. Here is a helpful resource: **********************************************************************************************************;
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 08/21/2025
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 also need order number# ********, which was declined, to be shipped to me ASAP.
Thanks!
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** *********
Business Response
Date: 08/26/2025
Good afternoon.
We are sorry that your item in order ending in *** did not meet our minimum standards. It was already shipped back to you via ***** under tracking ending in ***** which was delivered on 8/24/25.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 08/28/2025
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:08/06/2025
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.
On July 11, 2025, I submitted a **** Mini Saddle Bag to Rebag for a buyout. The item was received by Rebag on July 15, and on July 17, the status on my account was updated to Paid. However, I never received any funds in my Rebag wallet.I contacted Rebag support on July 18 to inquire about the missing payment. A representative responded, telling me the Paid status was likely posted in error and that the correct status was actually Reviewed. I was told the issue would be addressed. I was promised payment within 5-7 days of receipt. As of August 6, I have still not been paid and have not received any meaningful update or resolution. The handling of this order has been extremely unprofessional, with misleading status updates and a complete lack of follow-through on payment for an item Rebag accepted weeks ago.This delay has gone on for nearly a month with no clear explanation, accountability, or resolution, despite repeated outreach.Desired Resolution:Immediate payment for the Dior Mini Saddle Bag, as originally agreed upon A full explanation of why the status was incorrectly marked as PaidAssurance that this will not happen again in the futureBusiness Response
Date: 08/08/2025
Good morning.
We are sorry that your items for order ending in *** did not meet our minimum standards. Unfortunately, we are not able to purchase this item or offer it for sale. It has been shipped back to you via ***** under tracking ending in *****. The full tracking and shipping details have been sent to the email in the account for security reasons. Here is a helpful resource to properly state the actual condition of your item when requesting a quote: ******************************************************;
As for order ending in ***, the order was already process, completed and paid to your wallet.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:08/06/2025
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 submitted a Chanel Double Stitch Flap Wallet in excellent condition to Rebag for a buyout. This is a genuine ****** item in patent leather, and I provided clear, high-resolution photographs of the wallet prior to shipment. Based on those photos, Rebag accepted the item for a buyout and quoted me a price.I carefully packaged the wallet in its original Chanel dust bag and box and included the certificate of authenticity (from Legitmark). The wallet was delievered to Rebag on 7/15 and accepted. Shortly after, I received a notification from Rebag stating that the item was being rejected due to it having been repainted. This claim is both false and highly unlikely, especially with Chanel patent leather, which is not something that can be repainted without noticeable damage or alterationnone of which was present.When I received the wallet back from Rebag, I was shocked to find it covered in a white residuea substance that resembles white-out or paint. This damage was not present when I sent the item in, and I have photo evidence to prove the wallet was in pristine condition prior to *********** a result of whatever occurred while in Rebags possession, my Chanel wallet is now significantly damaged and unsellable. Rebag did not communicate any issues or take responsibility for damaging the item, and simply returned it in this unacceptable condition. I have attached photos of the wallet before and after. This item was an authentic, valuable piece, and Rebags mishandling has rendered it worthless. I am requesting full compensation for the value of the wallet based on their original quote, as well as an explanation and accountability for the damage caused while the wallet was in their care.Desired Resolution:Full compensation equal to the original buyout offer A written acknowledgment of responsibility for the damage Review of Rebags inspection and handling procedures to prevent similar incidentsBusiness Response
Date: 08/06/2025
Good evening.
We are sorry that your item did not meet our minimum standards. After receiving and inspecting the item in person we found that it had been repainted around the edges. This low quality work was not done by the brand nor meets the brand standards either. Looking at high zoom at the images you sent here, you can see the after market repaint clearly. Unfortunately we are not able to purchase this item or offer it for sale. Thank you for confirming you received it back. Here is a helpful resource to properly state the actual condition of your items: *****************************************************;
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 08/07/2025
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:You have not addressed the problem of my wallet being returned to me in destroyed condition. It came back with a white substance all over it that wasnt there when I sent it!!!!!! The wallet is now completely destroyed because I cant get the white substance off the patent leather! What is it!!!!!???? This is insane Im so upset, you destroyed my wallet.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** ****
Business Response
Date: 08/11/2025
Good evening.
Unfortunately the condition of your item is due to the poor quality repainting done to it before it was shipped to us. Please see attached. This is the reason why we had to refuse this item as we are not able to purchase it or offer it for sale.
Please contact our customer service if we can assist with anything else.
Initial Complaint
Date:08/06/2025
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.
Complaint Against Rebag Delayed Buyout Payment and Lack of Transparency Dear Better Business Bureau,I am writing to file a formal complaint against Rebag regarding an unresolved issue involving delayed payment for items I submitted under their buyout program.Between July 9th and July 12th, I shipped six handbags to Rebag with the expectation, based on an email confirmation I received that I would receive a buyout payment within 7 business days. This was a critical factor in my decision to move forward, especially since I had previously sent in a single handbag a week prior and experienced a smooth and timely transaction, receiving payment within 12 weeks.However, after Rebag received the six additional bags, I wasnt informed that their policy had changed and that the new processing timeline for buyouts is now 45 weeks. I was not notified of this policy change prior to sending my items, nor was this information clearly communicated or easily accessible on their website.This feels unethical and misleading, especially given that some of my items are already listed for sale and no payout has been issued. I contacted Rebag directly seeking clarification, but the issue remains unresolved. Ive now been told the earliest estimated payout window is between August 16th and August 23rd, which is nearly six weeks after my items were ******** of the items Order #****** has already been sold, and Id also like clarity on why the consignment payout has not been processed for this item ***************** are the order numbers for reference:#****** - $875 #****** - $695 #****** (sold item) -$1,150 #****** - $765 #****** - $750 #****** - $835 I respectfully request your assistance in addressing this matter. The lack of transparency, uncommunicated policy change, and significant payout delay have caused financial inconvenience and eroded my trust in Rebags process.Thank you for your attention.Sincerely,******* ***** ******************Business Response
Date: 08/06/2025
Good morning.
We are sorry to hear about any confusion. While reviewing these orders, most arrived mid to late July and are still within the processing timeline in our terms (******************************************************************************************************************************). We do see that most are scheduled to be finish by 8/11, you should see the processing and payment completed by then. Our customer service manager will call you today to cover any questions you might have.
Have a good day.
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