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:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an expensive used leather bag from the seller. It was listed as in excellent condition (was selling for more than can be purchased brand new).Upon receiving the item, a part of the strap was broken which hinders the use of the bag. The strap is valued at about $500. This was an error on their part as they did not carefully study the item before listing then falsely listed the item. I believe had they known of this defect, the bag would have been hundreds of dollars cheaper. They are only willing to give me $60 or I must return the bag to use as store credit. I do not wish to use store credit as I dont trust their vetting process. I have also traded in an item towards my purchase in the amount of $1060.00. They will not sell me back my bag and again said I must use as store credit. I feel that they have poor customer service and are unwilling to work with their customers for fair compensation/ adjustments for their false advertising of a product. There is a 7 day window for returns and I have tried for 3 days now to reach a reasonable solution that everyone is happy with.

  

  Business Response

  Date: 07/14/2025

  Good afternoon. 

  We are sorry to hear you are not happy with your purchase. Not to worry, it's still within the return period and we will ask our customer service team to send you a return label. After we receive the item and inspect (to confirm its exactly then one we shipped), we can the process the refund. Here is a helpful resource: *****************************************************************************************

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

  Customer Answer

  Date: 07/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. This resolution isn't satisfactory to me, but the matter has been resolved. I have decided to keep the damaged bag because it will save me money in the end.

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

  
  

• Initial Complaint

  Date:07/03/2025

  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.

  I sold items to Rebag and cannot access my funds. They put them in your wallet and state you can transfer them out at anytime. I have been trying to get my money for 4 days and it wont transfer. They just tell me to try at 4am in the morning tomorrow. Always tomorrow.

  

  Business Response

  Date: 07/08/2025

  Good afternoon. 

  We are sorry to hear about the confusion. Your funds were already sent to your bank account on July 3, and we have confirmation. We just needed you to complete the security verification email with the code. Thank so much for completing that. 

  Please contact us if we can help with anything else. 

  Customer Answer

  Date: 07/10/2025

  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:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my ************* bag into Rebag on 6/16-17 after accepting their price of $905 the acknowledged they received it on 6/19 and place the money in my account. I went into withdraw the money on 7/1 and I received the below responds ****** ********* Jul 1, 2025, 3:52PM EDT ***** ****** ************************ ** *** ****** ** ******** *** ******** **** **** ***** ****** ** **** **** ******* ** **** ***** **** ***** **** **** ********* **** ** **** ***** ********* *** ***** ** *** ***** *** *** ******* **** *** ** ********* *** *** ************* *** ********* *** ** ***** ** *** **** ******** ********** ***** **** I spoke to someone on 7/2 and they told me that because so many people were withdrawing the system failed try later.I did try again and they spoke to someone else who then said its due to security reasons and try again next business day. I asked to speak to a manager but he refused

  

  Business Response

  Date: 07/02/2025

  Good afternoon. 

  We are sorry to hear about this confusion. While reviewing your account we see that you haven't completed the security code verification step to complete the transfer. This is a security requirement. We just escalated this to our customer service manager who will call you later today to support you and see if you might have received this in your spam folder or elsewhere. 

  Thank you. 

• Initial Complaint

  Date:07/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to an ongoing issue with Rebag that reflects deceptive, unethical, and potentially illegal business practices.Rebag initially offered me $865 for a designer handbag that is brand new and retails for over $2,000. I accepted this offer and sent in the item. Once they had the bag in their possession, they lowered the offer, claiming it had flaws. This is completely false. The bag was in perfect condition, never used, and sent in its original packaging. This is a clear case of bait-and-switch. They bait sellers with high quotes, then once they receive the item, they fabricate reasons to drastically reduce the ********* make matters worse, the exact bag I sent is now listed on their website for $2,045. That means I was given just 40% of the resale value for a brand new, flawless item. This kind of predatory pricing model shows their intent to exploit sellers.After reluctantly accepting their reduced offer, Rebag claimed to have issued a bank transfer. They are now claiming a failed transfer but will not provide proof, updates, or an alternative payment solution. Meanwhile, they are actively listing and attempting to sell my item.Rebag is engaging in dishonest, unethical, and possibly illegal practices. If I do not receive full payment immediately, I will be pursuing legal action for deceptive trade practices, fraud, and theft. I demand this matter be resolved without further delay.

  

  Business Response

  Date: 07/02/2025

  Good afternoon. 

  We are sorry to hear about any confusion. While reviewing your order, your order was already processed and paid as quoted. We do have to clarify, this bag was not in mint unused condition. It was in very overall very good condition but it had been used and had some condition that we have to note after inspection "Exterior: minor scuffs, minor creases, minor edge wear | Handles/Straps: minor scuffs, minor creases | Interior: light odor, minor scuffs". That is why it is important to properly state the condition of your item when requesting the quote. Here is a helpful resource for reference: ******************************************************;

  This order was already paid to you on 6/23/25. 

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

• Initial Complaint

  Date:07/02/2025

  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.

  To Whom It May Concern,I am filing this complaint regarding a consignment sale with Rebag. I submitted items for consignment with Rebag and agreed to the payment policy stated at the time, which clearly outlined that payments to the seller would be issued 15 days after the item was sold.According to a Rebag customer service representative ***** I spoke with on June 25, 2025, my item was sold on June 16, 2025. I was informed during that conversation that payment would be issued on July 1, 2025, in accordance with the 15-day payment schedule that was in place when I consigned my items.However, on July 1, I contacted Rebag again and spoke with a representative named ******, who informed me that the policy had changed and that sellers are now paid 25 days after the sale. I was never notified of this policy update, nor did I agree to such a change. Had I been aware of this new policy, I would not have chosen to consign my items with Rebag and would have sought alternative platforms.I am requesting that Rebag honor the original terms I agreed to at the time of consignment and issue my payment immediately, as the 15-day period has passed. I believe it is unfair and misleading to retroactively apply a new policy without proper notice or consent from the customer.I respectfully request that this issue be resolved promptly. Thank you for your attention to this matter.Sincerely,***** ***** Chanel bag consignment #********

  

  Business Response

  Date: 07/08/2025

  Good afternoon. 

  After reviewing your account we can confirm that your consignment has been paid. Please review your wallet. 

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

  Customer Answer

  Date: 07/09/2025

  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:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint due to REBAGs complete failure to honor the agreed-upon terms of a consignment transaction, as well as their lack of transparency, failure to obtain consent for critical pricing changes, and refusal to provide a fair ************* November 2024, I consigned a Balenciaga Hourglass Chain Wallet Python Embossed Leather through REBAG with the clear understandingbased on their website and communicationsthat I would receive a minimum payout of $790. At no time was I informed that this payout was part of a fluctuating range or subject to reduction. I did not agree to any payout range, nor did I consent to a lower amount.Without any email notification or my approval, REBAG sold my item and issued a drastically reduced payout of only $373, which was never authorized or accepted. Additionally, the funds were deposited into their internal REBAG Wallet, a form of store credit I never agreed to. I requested multiple times for either the full payout of $790 or the return of my item. REBAG refused both options, repeatedly claiming without proof that I agreed to a range of $490$790, yet failed to provide any documentation of this alleged agreement.Despite escalating the matter in writing multiple times, REBAG has provided no resolution, no evidence of informed consent, and has disregarded my formal requests to honor the original payout or return my item.This is a clear case of misrepresentation, lack of disclosure, and poor business practices in handling a high-value luxury item under consignment. REBAG's refusal to provide documentation supporting their claims or to offer a fair resolution has left me with no choice but to file this complaint.

  

  Business Response

  Date: 07/01/2025

  Good afternoon. 

  We are sorry to hear about this confusion. We've escalated this to our **************** manager who will call you today to explain this in more detail. 

  Have a good day. 

• Initial Complaint

  Date:06/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/26/2025

  Good afternoon. 

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

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

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/17/2025

  Good afternoon. 

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

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

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. 
  
  Sincerely,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:06/12/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/13/2025

  Good morning. 

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

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

  Thank you. 

  Customer Answer

  Date: 06/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

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

   

   

   

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

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

  

  Business Response

  Date: 06/30/2025

  Good morning. 

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

  Thank you. 

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 06/12/2025

  Good afternoon. 

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

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