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:07/29/2025
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.
A gold, Hermes Birkin 25 was submitted for a buyout by Rebag and checked in by Rebag on 7/9/25. The bag was reviewed and marked as completed and paid on 7/14/25. However, the funds were never placed in the Rebag wallet. Rebag customer service was contacted on 7/14/25. The following customer service representatives were contacted: Knastacia, ******. We were advised by these agents that the issue would be escalated to determine why funds had not been paid. We submitted an email on 7/15/25 requesting follow-up. On 7/16/25, we were advised by Knastacia via email that the terms and conditions regarding payout completion had been changed as of 7/14/25. This was not indicated on the website at that time. The new terms stated that the processing and payout completion timeframe was now 15 calendar days. We were advised that we would have payment by no later than 7/29/25. On 7/17/25, we saw that the bag was posted online for sale and it continues to be. It is now at their ***** location. On 7/18/25, the status of our order was reverted from Completed to Reviewed. After additional follow-up, we were again advised on 7/21/25 by Knastacia that we would be paid on 7/29/25. On 7/29/25, we have not been paid. Following a failed attempt to have direct supervisor contact, we were told by ****** that the computer indicated we would be paid on 8/13/25. He indicated that the terms had changed once again and are now 30 days to payoff. However, this change is again not posted on their website and breaches their previous guarantee that we would be paid on 7/29/25. We have asked for this to be resolved and paid TODAY. This is over $16000 and terms have already been changed once without notice. We do NOT want the Birkin bag now that it has been handled widely and placed for sale. We need our payment for our buyout as agreed upon and indicated without further illegal delay.
Business Response
Date: 07/29/2025
Good evening.
We are sorry for any confusion. But your order has been processed well within our timeline (******************************************************************************************************************************) and its scheduled for payment tomorrow 7/30/25 into your wallet. You will receive and email confirmation.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 08/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
********* *******
Initial Complaint
Date:07/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In the past my experience with Rebag has been pretty typical of these big retailers. I've had great experiences buying - the items are exactly as described or nicer. But if you sell them your bag/accessories it would take 2 weeks minimum from shipping the item to being paid. That was standard with Fashionphile, also, and I trusted ******* of yesterday, I can report that selling has become much more difficult. Rebag accepted 2 of my bags last week and I promptly sent them off, expecting it would be the same 2 week turn around. But when I checked my account yesterday morning they had a new notice up that there would be slower payouts due to "macro" issues. I chatted with ****** to confirm - it wouldn't be another week (I had initially sent on July 21st). Now I can expect to wait at least another month before being paid. DO NOT send your bags to this company. They changed the terms of payout after I sent my items and will not budge. I honestly wonder about their liquidity. Find another company to sell to.Order #****** - $880 Order #****** - $795 * Both have been confirmed delivered per Fed Ex. The first order was sent 2 days before the other. All I would ask is the original timeframe of 7 days to review & send funds. I feel it is wrong to accept the items, then to change the payout time after the fact. Please investigate this company.Business Response
Date: 07/30/2025
Good afternoon.
We are sorry to hear about any confusion. But we've reviewed your requested and need to help clarify a few things.
1. Your chat with one of our customer service ***** ******, was related to order ending ***. The order had already been reviewed and was on hold waiting for your approval of the re-quote. Since that condition and model you stated did not match that of the bag (as you confirmed in the chat), it had to be re-quoted. But we don't complete the order until you approve it. This order was already paid out and you cashed the funds on 7/8/25.
2. Order ending in *** and ***, we just received the items in the last business day. They will be processed and verified in the order they were received and completed within the processing timeline established (******************************************************************************************************************************). You will receive an email confirmation as soon as each one is completed.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 08/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:They are referring to old orders, rather than addressing the current 2 bags that I sent in. Since I filed the claim one of the bags has been addressed and paid. The other bag is still sitting.
My problem with the business, to be clear, is they promised review & payment within one time period, I accepted & sent the bag, and then they CHANGED the terms mid-contract. Now they are expecting me to wait 30 days for payment. It is fine for a company to change the terms, but this should be an upfront warning. When I submit a photo they should say "ok, we will review but it will be at least 30 days". Then a client will know the time frame and choose whether that meets their needs.
I have the remaining bag which I sent on July 23, and I can see by *** Ex it was accepted on July 28th. Rebag chose to put in the system that they didn't receive it until July 30th. Now they expect me to wait up to 4 weeks for payment, although initially they had stated 7-10 business days.
I am asking that the company be honest in their interactions with clients. Twice I have sent in bags that they decided were worth MORE than what I expected, so I do value the company expertise and feel sad that it has come to this. I had hoped to sell more with Rebag in the future. But now that terms have been changed, I feel like this can just happen anytime, and it makes me nervous to ever do business with them again. That is why I asked for Better Business Bureau intervention. Thank you.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
**** ******
Business Response
Date: 08/08/2025
Good morning.
The tracking you sent is for order ending in ***. This already was already process and completed early this week and payment sent to your wallet. We have confirmation that you already cashed out your funds to your banking account yesterday. Here is a clear and helpful resource on the processing timeline: ******************************************************************************************************************************
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:07/29/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sold a luxury handbag to Rebag and shipped it on July 3, 2025. At the time I accepted the offer, Rebags official payout terms were clearly stated as 57 business days.They received my bag on July 9, and on July 14, the transaction in my Rebag account was marked as Completed and Paid. That same day, my bag was listed for sale on their website, meaning it had already passed authentication.However, no funds were released to my Rebag Wallet. When I followed up, I was told the payout policy had changed on July 14 to 23 weeks, and that I should wait. I waited in good faith but even after that period passed, I still have not been ********, Rebag claims the timeline is 45 weeks, and they have stopped replying to my emails entirely. I have multiple emails from their own employees confirming the 23 week policy. The 45 week timeline was never part of the terms I agreed to, and they are applying it retroactively without my ********** this point, I am declaring that Rebag has effectively stolen my property. I sent my item in good faith under specific payout conditions, and they have taken possession of my bag, listed it for sale, and failed to pay me with no valid explanation or accountability.I request BBB's assistance to recover my funds and hold Rebag accountable for this misconduct. I am prepared to submit screenshots, email threads, and all supporting evidence upon request. *****Business Response
Date: 07/29/2025
Good afternoon.
We are sorry to hear about this situation. But your order was processed within the timeline and it was paid today to your wallet. Here is a helpful resource: ************************************************************************************************************************************;
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 08/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.I would like to note that I was informed the day before that the new payment timeline had been moved to 45 weeks, but the payment was processed later that same day, after I filed the complaint.
Sincerely,
*****
Initial Complaint
Date:07/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to formally lodge a complaint regarding a serious delay in payment for an item I sold to Rebag.Rebag received my item on July 8th, 2025. At the time of sale, I was informed that payment would be processed within 4-7 business days after receipt of the item. However, despite multiple follow-ups, I have not received any payment as of today, July 28th, 2025a full 20 days after you received my item.Throughout this time, Rebag has continued to extend the processing timeline, first to 2-3 weeks, and now seemingly indefinitely, with no clear communication, timeline, or resolution. This repeated delay feels deceptive, and it appears to be a pattern of behavior aimed at withholding payment from customers while continuing to take possession of their property.I feel that Rebag is engaging in unfair and possibly fraudulent practices by continually postponing payment obligations and misleading customers about their timelines.I demand immediate action:That Rebag pays me in full for the item by August 1st, 2025 That Rebag provides a transparent explanation for the delays and a written commitment to improve processing times.Business Response
Date: 07/28/2025
Good afternoon.
We are sorry to hear about this situation. But after reviewing the order it still is within the verification and processing timeline of up to 4 weeks (******************************************************************************************************************************). The item is in the final verification process and scheduled to be completed tomorrow 7/29/25. Please check your order status for the latest update.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:07/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 27, 2025, my consignment item (#******/2 Christian **** Vintage Saddle Bag ****issimo Canvas Medium) sold on Rebag. Their published policy states payouts are issued 25 days after sale, making my payout due July 22, 2025.On July 15, I confirmed this timeline with Rebags agent via chat. When no funds arrived by July 22, I contacted them again on July 24 and was told a new policy extended payouts to 56 weeks, moving my payout to August 6.This is misleading and unethical because: I was never notified of a policy change, the 25-day payout is still posted on Rebags website, my portal falsely shows Item Sold Consignor Paid on July 22 with no funds received, and retroactively applying a new policy after a sale breaches seller trust and agreements.I escalated the issue with screenshots, but on July 28 Rebag responded confirming the website misinformation while refusing to honor the original payout schedule.Business Response
Date: 07/28/2025
Good afternoon.
We are sorry to hear about this situation. After reviewing your account, here is the latest update on these orders:
Order ending on **** You shipped two items. Item 1: it did not meet our standards and we are not able to purchase it. It was already return to you with proof of delivery. Here is a helpful resource to properly state the actual condition of the item/s when requesting a quote (************************************************). Item 2: Item sold, and the funds were just paid to your wallet today.
Order ending on **** This item did not meet our minimum standards. We are not able to purchase it or offer it for sale. It was returned to you via ***** under tracking ending in **** with valid proof of delivery.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:07/24/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed my order 6/30/25. Paid extra for shipping protection (signature delivery) to protect against lost, damaged, or stolen packages. Received a text prior to delivery indicating my package would be delivered by ***** on 4/5/2025 between 11:30-2:30. Stayed home with my boyfriend that day waiting. Woke up at 8:30. Dog barks every time a car pulls up near the house, even next-door or across the street. It rained all day. Every time I heard something, I looked out the window. Around 3, I checked tracking as I had not received anything, and saw that it was marked delivered/signed for. Had not received/signed for anything. Immediately filed claim with *****, and emailed Rebag to get ahead of things. ***** said I needed to refer to merchant & closed ticket. Submitted multiple claims and got same response. Received multiple responses from ********* at Rebag. Was told to check. with neighbors or in an unexpected place (how would that happen if I signed for it?). Then it was implied multiple times that I am lying about not receiving it: that I did sign for it, that I need to have camera proof and that the shipping protection does not do anything for me since ***** says I got my delivery, and despite refusing to show me the signature he alleges is mine, insists that it's my handwriting - as if he could attest to that. I have had the same signature since I was in elementary school. He then said he was researching it (after telling me he already knew, but obviously didn't since he had yet to contact ******* but seemed to be referring to a completely different order (he said my signature matched my 'previous' order, which did not exist). Disregards most of the body of my emails. No solutions presented. For context, I placed two orders with Rebag. This was the first order and I spent *****. The second order cost almost 7k. I received my second order in 2 shipments which I received with no issue. I placed both orders within a week. I have never had an issue with ***** prior.Business Response
Date: 07/25/2025
Good afternoon.
We are sorry to hear about this situation. Our fraud prevention team is conducting an investigation of this request and will email you the results directly. So far, we have a clear proof of delivery to correct address (and location stamp) which matches all your previous deliveries and it was signed by you. But we are do an extensive investigation with the carrier to make sure we are no missing any details before we reach a final decision. Our customer service manager will call you directly and keep you updated.
Customer Answer
Date: 08/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
Once again, the package was NOT shipped to the correct address, and the point of me paying to sign for it is to ensure that it would be delivered to my address. I did not sign for it, hence it is impossible that there is proof of it being delivered to my address. My signature was not collected for this delivery. No one is willing to provide any evidence of a signature, obviously because it was not collected. Why am I paying for a signature upon delivery if it doesnt matter if anyone is signing upon delivery? If ***** can simply SAY its delivered, what is the point of this?In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ****
Business Response
Date: 08/12/2025
Good morning.
As we explained earlier, our fraud prevention team already did an investigation on this case along with the carrier. This order was delivered to the correct address. If you believe someone in building might have taken the item from your location, please contact the local authorities. Or even you have any additional evidence to show that you haven't shared with us yet, please email ********************************** and our fraud prevention team will review right away. What you've submitted here is only screenshots of our customer service team trying to help as much as they could.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:07/21/2025
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 decided to sell my Chanel wallet on chain bag to Rebag (with a minimum resale value of $2000). I sent it out using the ***** label they provided on 6/25.On 7/2 the package was delivered and I got an email saying the box had been tampered with and retapped and it was empty. I filed a complaint with ***** and they denied it because the label was created by Rebag (not me). I contacted Rebag and they are unwilling to file a complaint with ***** (which even if awarded, would only be $500) and they are saying that they are not responsible for lost or stolen items during transport. So Im basically in the whole for $2000 with no one taking any responsibility.Business Response
Date: 08/01/2025
Good afternoon.
We are sorry to hear about this situation. Our fraud prevention team did an investigation on this and concluded that this package arrived opened (had been previously used for shipping) with minimal adhesive residues, which seems it was not even properly taped for safe transit. They will reach out to you again requesting all evidence on packaging and shipping to see if we are able to help you with the carrier to conduct and investigation.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 08/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:The business answer was that the package was not thoroughly taped, which is false. I taped the package very well as its not the first time Im shipping a package. In addition, I used the label provided by Rebag so as soon as the package left my hands, it was Rebags responsibility
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ********
Business Response
Date: 08/11/2025
Good morning.
Until you are able to provide all the evidence requested we are not able to help you try to sort this out. Unfortunately it all points out that this was not properly packed or taped and it will be difficult to help you with this request. Please send all of your documents, receipts, images and video to ********************************** and please use your order number in the subject line.
Thank you so much.
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]
********, who is the sender of this message actually sent the pictures of the empty package on 7/3/2025. The comment that the package was "not properly taped" is absurd. It's not the first time I'm sending a package out, as shown in the pictures attached (which are actually from ********). There was plenty of tape on the package, that it not the issue.
I've contacted the email address ************************************ multiple times and have mostly dealt with ******. He has been unwilling to help, unwilling to give me the contact of a manager and unwilling to start a claim with ***** (which Rebag needs to do as my bag was sent using Rebag's label). So there has been ZERO good faith from this business. It's appalling.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ********
Initial Complaint
Date:07/18/2025
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.
DO NOT SEND YOUR STUFF HERE!!!!! Rebag has made major changes with zero notification to customers. First, I sent my stuff in beginning of July and they changed the final buyout prices, fine I can deal with that. I emailed to see when I would get my payments, because they had been so quick in the past. They let me know, after they had my goods that starting July 14th, their processing time had been updated from 5-7 business days to 2-3 weeks and that It applied to all items received and not fully processed. Of course, mine is not fully processed. I did a deep dive on social media and. they have MANY unhappy customers. They also have made a change, again not notified that if you withdraw YOUR cash before 30 days there is a 3% cash out fee. Rumor online is they are having financial problems. If you are going to change your policies, at least inform your customers so they can decide if they want to send their goods to you still. Total scam!!! Will never send to them again and I plan to let lots of others know about this in the Reseller world!Business Response
Date: 07/18/2025
Good afternoon.
We are sorry to hear about this confusion. But your order ****** was already processed and funds are in your wallet. Please check your account.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 07/28/2025
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 paid, however there was a 3% fee deducted for cashing out funds before 30 days that I was not notified of ahead of time. Very shady business practices.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** ******
Business Response
Date: 08/07/2025
Good morning.
We are sorry for any confusion. But this was clearly stated in the terms and you also chose and accepted this option at the moment of cash out. Here is a helpful resource with additional information: **********************************************************************************************************;
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:07/16/2025
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 am writing to file a formal complaint against Rebag for failing to release funds for a completed order, despite the transaction being marked as Paid on July 15, 2025.Background:I sold a luxury item through Rebags platform and accepted their offer.The order was completed, and the transaction status shows Paid on July 15 within my Rebag account.However, as of today, July 17, 2025, no funds have been deposited into my Rebag Wallet. I have checked both the web and app versions, and the balance remains $0.I contacted customer service but received no clear explanation or resolution. This is not the first time Ive used Rebag, and in previous transactions, the payment was reflected in my Wallet within one hour after the order was marked as paid.There is no warning, dispute, or pending verification on my account to justify this delay.Why This Is Unfair:Rebags own system marks the transaction as completed and paid, yet I am unable to access the funds.This lack of transparency and unexplained delay undermines trust in Rebags financial operations and may indicate broader systemic or compliance issues.I rely on timely payments for business cash flow, and withholding funds without explanation is unacceptable.I respectfully request BBBs intervention to investigate and assist in resolving this matter. I can provide screenshots of the order status and communication with Rebags support team if needed.Business Response
Date: 07/17/2025
Good afternoon.
We are sorry to hear about this confusion. After reviewing your account now, this payment was already issued to your wallet. Please check again as soon as you can as the funds are there.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:07/14/2025
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 a purse on Rebag and the strap on the bag broke in less than 2 months. I purchased the bag in the category condition "Very Good". Not only is bag broken but they are now offering the bag for $400 less. Here are the details:* Transaction date 5/4 * Order delivered 5/14 *The purse strap broke on June 29th *Contact the retailer today and told there was nothing they could do but didn't offer any assistance like even where to get it repaired.I would at least like a replacement, credit or money to repair to bag.Business Response
Date: 07/14/2025
Good afternoon.
We are sorry to hear about this situation. After reviewing the order we found that this item was properly listed and photos reflected some conditions in the strap handles. It seems after a a couple months of used (and we don't have much information on how it was used) it deteriorated a bit. Unfortunately we are not able to accept a return after two months of use. And the items ** properly listed and condition disclosed. Our **************** team offered to get you a quote based on the current condition (and current market rates) as way to help you. Please let us know if you would like to proceed with the submission order to sell it.
Please contact our customer service team if we can assist with anything else.
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