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:08/04/2025
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 am writing to formally express my concern regarding a recent transaction with the company, Rebag. I shipped bags to Rebag, which were received, reviewed, and accepted by July 14, 2025. I was clearly informed that the funds would be deposited into my Rebag account within 15 days of acceptance. However, as of today (August 4, 2025), no payment has been made to my Rebag account.Furthermore, I was not informed of any policy changes affecting payout timelines. Ive been a loyal seller with Rebag and always trusted their platform, but this lack of communication and delay feels extremely misleading and disappointing. The recent unannounced policy shifts have only added to my frustration, especially considering they have me wait 30 additional days just to access my funds without incurring fees.I respectfully request that:**** payment be deposited immediately into my Rebag account.2.A clear explanation be provided regarding the delay and lack of notification about any changes to payout policies.3.Consideration be given to waiving the 30-day holding period or associated fees due to the inconvenience and misinformation.I would appreciate any help you can offer me. Please let me know if any further action is required on my part.
Business Response
Date: 08/05/2025
Good afternoon.
We are sorry to hear about any confusion. While reviewing your account we see that most of your items from earlier to mid July were already processed and paid to your wallet, well within the processing timeline (******************************************************************************************************************************). Our customer service manager will call you today to see if there is any specific order you might need more information on.
Customer Answer
Date: 08/05/2025
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:08/01/2025
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.
The order ********, total amount of *******usd was paid to purchase the Celine ******** The condition is supposed to be excellent. However when received , I did find there is a dent inside the handle bag about 10cm, indicating that the condition is not disclosed in the page previously. The dent or crack inside the handle is shown as pictures. I reached out rebag but they refused to provide any partial compensation due to the serious damages in the bag.Business Response
Date: 08/04/2025
Good morning.
We are sorry to hear that your are not happy with your purchase. While reviewing the listing against the item, condition is properly stated and listed. But don't worry that you are still within the return period (************************************************************************************************************************************.). Our **************** team will contact you today so you can initiate the return. Unfortunately we do not issue post sale discounts (***************************************************************************************************************).
Our customer service will contact you today to start the return.
Have a good day.
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:[Your Answer Here]
The dirts are not disclosed in the listing nor the deep dent inside the handle. These should justify the partial refund of 50-100usd.
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.
We stand by our listing and description. But we've offered you the option to return the item if you are not happy with it and you refuse to return. Unfortunately we do not offer post sale discount on items nor can we can we refund you if you don't return the item. If you wish to return it, please ship it back to us with the return label provided.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 08/13/2025
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 did not offer return label but just refuse to return option. There is no further partial refund for hiding the defects in the listing. Back and forth communication did not resolve the customer concern at all.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** **
Business Response
Date: 08/20/2025
Good morning.
We are sorry for any confusion. But our customer service team has offered the return option multiple times. We hear that you only want additional post sale discounts. But we are not able to offer post sale discount on items nor can we can we refund you if you don't return the item. If you wish to return it, please ship it back to us with the return label provided.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:08/01/2025
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 am a long-standing and loyal customer of **********************, having engaged in multiple transactionsbuying, selling, and tradingover the years. While most of my experiences have been positive, my most recent trade-in has left me deeply disappointed and questioning the fairness of your practices. On 7/23, I submitted a **** bag in excellent, condition and received an initial trade-in offer of $2,145 in Rebag credit, which I accepted. I proceeded to place a trade order using this credit. However, after Rebag received my bag, the offer was reduced by $300, citing reasons such as "minor crease" and "minor scuff." Upon reviewing their inspection notes, I found that my original description accurately matched their assessment. In fact, many of Rebags own listings under "excellent" condition include similar minor signs of use. This inconsistency raises serious concerns about the justification for the reduction. Given that my trade order was nearly even, I suspect the adjustment was made because Rebag stood to profit less from this transaction. This practice is not only unethical but also contradicts the trust *** placed in your company as a repeat customer. I am now left with two unsatisfactory options: 1. Pay an additional $300 to complete the trade, despite believing the reduction was unjustified. 2. Request the return of my bag, with no guarantee it will be in the same condition as senta risk underscored by numerous customer complaints. I urge ********************** to: - Honor the original offer, as my description aligned with their inspection. - Provide detailed evidence (e.g., photos) demonstrating the discrepancies between the expected and actual condition, if the reduction is to stand. As a trusted luxury reseller, Rebag should uphold transparency and fairness. I hope to resolve this matter amicably. I look forward to your prompt response.Business Response
Date: 08/01/2025
Good afternoon.
We are sorry to hear about this situation. But while reviewing your order we see that the item you sent in for trade was not in the condition you originally stated (mint/unused). This it has been used and has signs of it. Unfortunately we had no choice but the adjust the quote to reflect the actual condition. Here is a helpful resource to properly state the condition of your item: ******************************************************;
Our customer service manager will call shortly to verify if you want to continue with the order or cancel it.
Customer Answer
Date: 08/05/2025
I have reviewed Rebags response and confirm that my complaint has NOT been resolved for the following reasons:
1. Inconsistent Condition Assessment
- I accurately described my Dior bag as "excellent" (not "mint/unused") during submission, which explicitly allows for "light marks" per Rebags own definition. The adjustments for "minor creases/scuffs" contradict this policy, as such flaws fall within the "excellent" category. Attached is the condition description for reference.
2. Lack of Transparency & Due Process
- Rebag canceled my trade order citing "unforeseen circumstances" 2 hours before their BBB response, denying me the opportunity to discuss the issue with a manager or confirm whether I wished to proceed (See photo attached, as of 8:24AM Central time). This abrupt cancellationpaired with the unjustified $300 reductionreinforces my concern that Rebag adjusted terms to prioritize profit over fairness.
3. Failure to Provide Evidence
- Rebag has not supplied photos or detailed proof justifying the $300 reduction. Without this documentation, their claim remains unsubstantiated.
Resolution Requested:
- Rebag should either:
a) Honor the original $2,145 trade credit/ equivalent amount for cash offer, as my submission matched their "excellent" criteria, or
b) Provide clear, photographic evidence demonstrating how the bags condition deviated from the agreed-upon description.
Until these issues are addressed, I consider this matter unresolved. The BBBs intervention remains critical to ensuring a fair outcome.Business Response
Date: 08/21/2025
Good afternoon.
Order ending on *** had to be cancelled and fully refunded for security reasons. The credits are available in your account to be used.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 08/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and I have worked with the business directly with an alternative solution.
Sincerely,
**** **
Initial Complaint
Date:08/01/2025
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 in 2 bags to Rebag after receiving an offer to buy them both from me. They sent me a prepaid shipping label and I quickly mailed them in on July 11th. They have since recieved the bags and have marked them as such as well as listed the bags for sale on their website but have not paid me yet for them. If they had the time to process and list them for sale then they also should have had the time to send me the money I am owed and would like to see that happen. They owe me $1085 in total for 2 bags.Business Response
Date: 08/01/2025
Good afternoon.
We are sorry to hear about any confusion. While reviewing your account we found that both of these orders are in the final stage of processing and are scheduled to be completed and paid out on 8/4/25 in the morning, well within the processing timeline (******************************************************************************************************************************). You will receive an email as soon as the order 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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
****** *****
Initial Complaint
Date:07/31/2025
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 submitted a bag to Rebag for buyout. Terms were agreed to on july 12th. The terms of the agreement were that the bag would be reviewed and payment issued within 7 business days. They have had my bag since July 17th per ***** tracking. I followed up today, July 31st, and was told that their policies have changed effective July 14th and that payment is now within 4 weeks. I did not consent to this change in our agreement. Rebag is attempting to alter the terms of the agreement without mutual consent.Business Response
Date: 08/01/2025
Good morning.
We are sorry to hear about any confusion with your orders. After reviewing your account, here is the update for both of your current orders.
Order ending in ***: 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 via ***** under tracking ending in ****.
Order ending in **** This order was completed already last night and paid out to your wallet. Please check your account.
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:07/31/2025
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.
Consignment Item # ******/1 Side Trunk MM Rebag received item 6/2/2025 item sold "consignor paid" 7/30/25. I've been told Rebag has a new policy on payouts. Consignment and buyout has been updated from 5-7 days to 4-5 weeks. I did not agree to this nor was this stated in the contract of consignment when I sent this piece in. I have several others that are being consigned currently as well. I would of never sent you my items if I knew this was going to take months to get paid after item has sold. I also submitted an item for buyout. Order # ****** Rebag reviewed my item on 7/21/25. I waited the 5-7 business days to contact them and now am told the same thing as above. New policy is 4-5 weeks. I did not agree to this. The worst part; I checked to see if my item is for sale on their website and it is! They are trying to sell my buyout item make me wait months for payment while eventually paying me the less money route instead of consignment. Deceptive and questionable practice. Id just like the money I was promised and we agreed to for these items and my consignments you have.Business Response
Date: 07/31/2025
Good evening.
We are sorry to hear about this confusion. After reviewing your account it seems you might be mixing two separate orders.
Order ending on *** (Consignment): item sold and the order was paid earlier today. This order has already been completed.
Order ending on **** This order is in process and its on target to be completed by 8/4/25, well within the processing timeline (******************************************************************************************************************************).
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:07/31/2025
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 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: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: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: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.
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