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:04/03/2025

  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.

  Subject: Complaint Against Rebag Unfair Business Practices To Whom It May Concern,I am filing a complaint against Rebag due to an extremely frustrating and unprofessional experience. I submitted four bags to Rebag, all of which were in great condition, yet every single one was rejected without valid justification. This has resulted in a significant waste of my time and effort.The order numbers in question are ****** and ******. I have requested that my items be returned immediately, but Rebag has not provided a resolution. As a customer, I find their business practices misleading and unfair. I demand that Rebag either expedite the return of my items or honor the original quoted payments without further delay.I expect the BBB to review this matter and hold Rebag accountable for their handling of transactions and customer service.Sincerely,********

  

  Business Response

  Date: 04/08/2025

  Good morning. 

  We are sorry that your items did not meet our minimum quality standards. They have been returned to you via ***** under trackings ending on **** and ****. For security reasons the full tracking and shipping details were sent directly to the email on the account. Here is a helpful resource to properly state the condition of your item/s when requesting a quote: ************************************************

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

  Customer Answer

  Date: 04/16/2025

  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:03/31/2025

  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 purchased a ********* ********* Paloma bag in size small, color ballerina, Rebag item #********, on March 31st, 2020, for $652.25. Rebag guarantees authenticity of all luxury purchases. I believe the bag I was sold is a couterfit handbag, and Rebag (as a company,) tried to cover this up via a customer service interaction that happened on March 24, 2025, order ID ********. I will be taking the bag elsewhere to *************** original purchase came with a Rebag dust bag, and Rebag authenticity card. I did not check my authenticity card when I had purchased the bag. If I had, I would have seen that the bag had NO SERIAL # listed. All luxury handbags carry authentication numbers, but the bag I purchased in March of 2020, has a SAMPLE tag, where the authentication number should be, suggesting counterfeit.This year, I decided to trade the bag back into Rebag. The bag was never used, and kept in perfect condition in a glass storage case. On March 09, 2025, Rebag offered me a $605 trade in value. I packaged my bag with its original dust bag, and authentication card, and mailed it to Rebag.On March 23rd, 2025, Rebag rejected my trade in request, saying that the bag did not fit "within our internal guidelines." I asked for clarification, and the company was not able to offer me an explanation. I spoke to ***** on the phone, March 24th at 12:36pm, and she gave me no answer, and said she would have customer service call me within ***** hours. No such call occurred. I then spoke to Knastacia via email, and she replied "While we acknowledge that this particular bag may have originally been purchased from Rebag, our criteria evolve over time, and unfortunately, we have determined that we are unable to move forward with purchasing it at this time."My bag was returned to me WITHOUT my original authentication card, and Rebag dust bag, in less than ideal packaging for a luxury item (images provided below.) This suggests Rebag attempted to destroy evidence of the sale.

  

  Business Response

  Date: 04/02/2025

  Good afternoon. 

  We are sorry about any confusion. Unfortunately this specific make and brand is not currently within our buying guidelines. Thank you for confirming you've received the item back. If you need an extra Rebag dustbag, we will ship one to you at no extra cost. 

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

  Customer Answer

  Date: 04/07/2025

  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:

  [Your Answer Here]

  Replacing the dustbag alone does not resolve my request. I cannot sell this handbag without record of authenticity, and Rebag also withheld my authentication card (see picture of original card below.)

  Rebag originally accepted my trade in offer of $605. There should be no reason why that trade was not honored, thus your response does not solve the issue. I presented the bag, model number, and pictures of proof, and Rebag accepted the trade in. Rebag only rejected my offer after receiving the bag in person, and gave me no reason as to why.
  
  Knastacia's response was, "every item submitted to Rebag undergoes a thorough evaluation by our team based on our most up-to-date quality and authentication standards. While we acknowledge that this particular bag may have originally been purchased from Rebag, our criteria evolve over time, and unfortunately, we have determined that we are unable to move forward with purchasing it at this time."
  
  The serial number says NO CODE, indicating that there is no authentication #. This suggests to me, that Rebag sold me a counterfeit handbag.
  
  I would like Rebag's team to resolve my issue by addressing the following concerns...
  
  A. Rebag must fully authenticate this item, at no cost to me (the consumer,) and mail me a replacement authentication card. That authenticity card was my personal property, that Rebag did not return to me. I would like a letter from your authentication team proving authenticity as well--since the bag does not have a serial number, I do not believe it is real, so I'd like your team to explain and verify the bag's authenticity further.
  
  B. If Rebag cannot authenticate this handbag, I request a full refund of my original purchase price of $652.25, or equivalent trade/credit for another handbag of my choosing. I purchased this bag directly from Rebag, of which receipts are attached--if the bag is inauthentic, this is a fraudulent purchase, and Rebag's fault for selling me a fraudulent item.

  C. I would like an apology from your team, and resolution, for returning my bag in such a haphazard way. Luxury items should never be treated with such neglect. It had zero protection in transit, and sustained cardboard scratches upon its return, since it did not have a dustbag, or any protective covering. This is damage Rebag caused to my personal property, that Rebag has not taken responsibility for.

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

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

  

  Business Response

  Date: 04/11/2025

  Good morning. 

  We are sorry about any confusion. But we reserve the right to change our buying guidelines over time to meet our demand and needs. At this time we are not going to purchase this item. If you purchase this item from us a few years ago, please go into your account select the order in which you purchase this item and you will see 'Certified by Rebag' and it has a link right next to it 'View Certificate'. There you will find the certificate card. 

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

• Initial Complaint

  Date:03/28/2025

  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.

  I purchased a black Chanel lambskin wallet on chain on 4/25/24 (order no. ********). This past Tuesday, 3/25, I decided to sell it back to them as I found myself not reaching for it as much as I do other bags. Please note that I am very gentle with my bags so I sent it back in the same condition (great) it was sent to me from Rebag. I also made sure to include their certificate of authenticity that was sent to me when I originally purchased the bag as an extra precaution. They received my item on Thursday, 3/27 and said that they would begin the vetting process for it. Today I received an email thanking me for my submission, but it was being rejected due to it being not within their internal guidelines. I have both emailed and called them asking for an explanation as to why because that reasoning is very vague. The gentleman I spoke to on the phone said he would escalate the situation and have their team take a second look at the bag. I am simply just selling back a bag I purchased from them last April, accepting $2,090 less than what I originally paid for it.

  

  Business Response

  Date: 03/28/2025

  Good evening. 

  We are sorry that your item did not meet our minimum standards or buying guidelines. It will returned to you on Monday. The full tracking and shipping details will be sent directly to the email in the account. 

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

  Customer Answer

  Date: 03/31/2025

  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]

  This doesnt give any reasoning as to WHY it was rejected. Furthermore, this is allegedly being escalated to someone else within your team that I have yet to hear back from. I purchased this bag from you all and sold it back in the exact *** condition it was sent to me in. Regardless of the reasoning as to why it doesnt meet your internal guidelines, and I have a sneaking suspicion that its due to authenticity issues, if you stand behind your authentication process and company policy as a whole, you would pay out the $1,395 that I am owed since I was sold an inauthentic bag from your company in th first place  

   

   

   

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

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

  

  Business Response

  Date: 04/15/2025

  Good morning. 

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

  Customer Answer

  Date: 04/15/2025

  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 have been in contact with customer service, and aside from one lovely individual, it has been just as useless as whoever is sending these condescending, reflective responses. 99% of the time you cant even get a response from customer service. You all have given me the runaround and multiple different answers as to why my item was rejected, none of which are consistent with one another or remotely close to the truth. Consistency and transparency would go a long way for Rebag, your company should be ashamed of its business practices or lack thereof. Until I get an adequate response as to why my item, a WOC originally purchased from Rebag mind you, was rejected or I am awarded the rightful payout for it, I will continue push. 

   

   

   

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

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

• Initial Complaint

  Date:03/27/2025

  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 sold a $15,600 Hermes Birkin 30 to Rebag and dropped it off at one of their stores. A week later, without providing any evidence, they refused to pay, claiming the bag was repainted. This is completely untrueI have never used the bag since I purchased it, and it was absolutely not refurbished. However, to avoid unnecessary disputes, I agreed to have the bag returned, knowing it would be easy to sell elsewhere.When I received the bag back, I was absolutely shocked. First, they had stolen the lock, keys, and Clochette that came with the bag. These accessories are valuable and can only be replaced at a Herms boutique with the original purchase record. The Clochette in particular is irreplaceableit cannot be purchased separately. Its outrageous that they would steal these essential and expensive components.Worse still, one of the corners of the bag was scuffed. When I sent the bag in, it was in pristine condition with no signs of wear. I have no idea what they did to it while it was in their possession, but the damage is *************** disappointed with Rebags handling of this matter and demand a proper explanation and compensation for the missing items and the damage caused to my bag.I have attempted to contact Rebag multiple times, but it has been impossible to get a response through any of their channels.I demand that the missing lock, key, and Clochette be returned to me immediately. These accessories were part of the original bag and were in the package when I dropped it off. Their removal is completely *************** addition, if Rebag insists on the claim that the bag was repainted, I require official and verifiable evidence from a qualified third-party authority. A statement from Rebag employees or internal assessment is not valid proof. Without such evidence, this accusation is baseless and damaging to me as a seller.

  

  Business Response

  Date: 03/27/2025

  Good evening. 

  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. Our fraud prevention team did a full review of the drop off and you did not include the accessories with the bag (confirmed by security footage). It was returned to you exactly how we received it. Thank you for confirming you received it back. 

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

  Customer Answer

  Date: 03/31/2025

  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]

   You stole my accessories and never returned themthis is outrageous. You pretended to buy my bag, then after receiving it, you made up an excuse to cancel the order. In the end, it was just a scheme to steal the accessories. Ive never seen a company like yours that blatantly steals from customers.
  
  
  Please provide video evidence showing that all accessories were returned when you sent the item back. Your company has surveillanceshow the proof.
  
  

  I am not talking about let you buy it! Im talking about returning all the accessories like keys and lock when you return it.

   

   

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

  
  Sincerely,
  
  ******* **
  
  
  
  
   
  

• Initial Complaint

  Date:03/17/2025

  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 was asked to perform a sales task ans was never paid for my work. i believe this busines to be a scam.

  

  Business Response

  Date: 03/18/2025

  Good afternoon. 

  We are sorry to hear about this. Unfortunately this business has no affiliation with Rebag or any of our subsidiaries. This was reported already to the relevant federal agencies and we hope they are able to take the proper actions and protect any receiving this misleading reach out. 

• Initial Complaint

  Date:03/13/2025

  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.

  Dear Rebag **************** Team,I am writing regarding my consignment that was sold on February 25, 2025 (Consignment Item #******/1). According to your policy, the pending sale status should only last for a 15-day period, but my consignment is still showing as pending sale despite it being sold more than 15 days since the sale date.I would appreciate if you could look into this matter and update me immediately.

  

  Business Response

  Date: 03/20/2025

  Good afternoon. 

  We are sorry for any confusion. Your consigned item under order 663 has not sold yet. There was interest but it was withdrawn. It will continue listed until it sells, subject to our terms of service. 

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

• Initial Complaint

  Date:03/05/2025

  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 February 12th I made a traded to buy order with Rebag. I sent two of my bags, one that I had previously purchased from Rebag so I was trying to take advantage of the 80% trade members value (which was a lie) and another bag which there received February 14th. They offer me lower than what was initially expected but I agree because Ive heard horror stories of Rebag shipping customers their bags back after denying a offer and it either wasnt their bag, it was in trash condition or it was a fake bag and also it could take months. So since I knew this I decided to just take the trade value and buy two other bags from Rebag. On February 18th both bags were delivered and I decided one just keeping one the LV hobo bag. I returned the other bag a ************** and the company received and signed for it February 26th. On February 27th I received a email that the amount I use to pay the balance that my credit didnt cover was returned back to my card (havent check to make sure) then they were supposed to put the refund of the bag I returned on my Rebag account. Its been 7 business days and there are refusing to put my money but but have relisted the bag on the site already. They are claiming that the credit was sent to the wrong email address, the purchase email address was *************************** and they sent it to ***************************m and Ive had this happen before and the manager fixed it within minutes. I believe this company is personally attacking me. I have the email to show this type of mishap has happened and it was fixed in mins. I believe anytime o use this company abs certain staff members see my name with any issues, their do not care to fix or resolve it unless I call a million times or email. This has become so stressful and has caused me some serious anxiety. Rebag has the worse customer service treatment. If you read the reviews Rebag is doing some awful and scamful things to customers. I believe Im being personally attacked!

  

  Business Response

  Date: 03/10/2025

  Good morning. 

  We are sorry to hear about this confusion. Looking into the accounts and order, this was already processed and applied to the correct account. The challenge is the original account you created has an invalid email. Our customer service manager sent a request to our fraud prevention team so they can close the original account with the incorrect email. They will contact you directly with next steps. 

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

• Initial Complaint

  Date:03/05/2025

  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.

  This is an on going issue that Rebag is known for. I purchased a bag from them in Oct 2024 and it was scheduled to be delivered when I got back from my family vacation. While I was on vacation I got a email stating the bag was shipped out. I contact one of the managers by email and let her know that I was out of town for a couple days and gave her all the information. She tried to stopped the shipment but it was delivered to my house supposedly and signed by me. The manager ***** * knew that was impossible because I was not in the area so she filed an investigation with ***** and ***** deemed the package lost and not located. ***** * was then told to not make any further claims and to tell me the fake signature that she had proof of it being fake was the companies proof of delivery. This item wasnt at my home when I got home and with signature delivery of the person is not home ***** is supposed to try the next day and not leave the package at the address. ***** * was informed by her manager ******* to not continue helping me because this had happened before a year ago and they wish to not help and take a false signature as proof.

  

  Business Response

  Date: 03/05/2025

  Good evening. 
  

  We are sorry to hear about this confusion. But we are happy to help clarify this situation. 
  

  The only order you placed in October 2024 was the one ending in **** This order was shipped via ***** ending on **** and it was delivered to the correct address and signed for on 11/5/24. 
  

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

  
  

• Initial Complaint

  Date:03/04/2025

  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 my bag to Rebag about a week ago and they deposited the money into my Rebag account after authentication. However, when I tried to cash out that money into my bank account, it failed. I tried different bank and they were all failed. I emailed to that customer contact but no response. And when I tried to reach out to the person of seller service at the store I dropped off my bag to tell them that I want to take my bag back if it keeps unable to withdraw, and they stopped replying!

  

  Business Response

  Date: 03/04/2025

  Good evening. 

  We are sorry to hear about this situation. We've escalated this our customer service manager who will call you tomorrow morning and guide you through the security verification process to keep your account safe. 

  Customer Answer

  Date: 03/12/2025

  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:03/03/2025

  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 1/18, I shipped out two (2) purses that were accepted by Rebag to list for consignment. One was listed in my account within a week, but the other was still missing. The missing one had a consignment payout range of up to $2625. I contacted customer care via chat on 1/27, who confirmed they had received my package on 1/21 and was "starting the vetting process" and I should expect this to be completed by 1/30.I followed up throughout the month of February via email, as well as a phone call. The agent I spoke with on 2/14 also confirmed the package was in their facility and they were following up with the teams responsible. After multiple email follow-ups, on 3/3 they said they never received the package. I called on 3/3, and the agent I spoke with said that: (1) this was still awaiting an executive decision, and (2) based on the way packages are delivered to Rebag on pallets vs individual boxes, it could have gotten lost. I followed up via email again, with consolidated documentation and a request for either my package to be returned OR payment of $2625 to cover the lost item. They are refusing and said I have to file a claim with *****. *****'s tracking all says that my item was "safely and securely delivered" to Rebag.For a business that is centered around buying and selling LUXURY GOODS, this is a horrible customer experience, and I cannot believe they have an operational model where high-value items that get sent in can possibly go missing, without any responsibility taken by Rebag.I truly cannot believe they have an A+ rating from BBB given how many complaints and warnings I have now found about them. I was a longstanding customer; I will no longer do any business with them. And I want my money back, if they lost my product.

  

  Business Response

  Date: 03/07/2025

  Good morning. 
  

  We are sorry to hear about this situation. After looking into both of your last consignment orders, here are our findings. 
  

  Order ending on **** This item was received back on 1/21/25. It was inspected and listed right after. It was already sold and you were paid on 2/28/25. 
  

  Order ending on **** Unfortunately we never received this item. We are not able to list for sale something we never received or inspected. As explained by our customer service team, our fraud prevention team did a full investigation along with ***** and concluded that this was never received by us. Our team will make one more attempt with the carrier to see if we can help get any more information on this from them. Please also note that the value you are stating on this concern is not what was originally quoted for this item. It's much lower. 
  

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