Complaints
This profile includes complaints for REBAG's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 498 total complaints in the last 3 years.
- 185 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:04/21/2025
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 consigned a brand-new, unused Herms bag to Rebag through their concierge service. The bag had never been carried it was purchased directly from the boutique and handled only for photographing.Rebag initially misgraded the condition of the bag, describing natural leather grain as scratches and noting corner wear that was not present. They refused to reassess the condition despite my objections and only offered to delist my item. Eventually, I chose to delist the item and have it returned.Upon return, I discovered the following:1.Two original accessories were missing the wool felt insert and the dust bag for the shoulder strap.2.A visible scratch on the flap that did not exist before consignment (I have pre-shipment photos and an unboxing video). The new scratch on the flap was never mentioned in Rebags initial condition report or inspection photos. This strongly indicates that the damage occurred while the item was in Rebags possession.If Rebag had noted this scratch during intake, it would have appeared in their description or photos, just like the other so-called flaws they cited (such as the leather grain and corner edges). 3.Scratches on the hardware, especially on the clasp, due to Rebag removing protective films during their photography process.4.The bag was returned in worse condition than when it was sent, yet Rebag claims it was returned as received.Their **************** Manager stated that the case is final and refused to investigate further. My questions regarding the missing accessories and new damage were never directly addressed.?Desired Resolution:I request that Rebag take responsibility for the damage and lost accessories.I request that Rebag purchase the bag at $26,000, a fair resale value considering the current state of the bag which changed while under their care.I am willing to provide all supporting documentation, including before-and-after photos, videos, and email communications.
Business Response
Date: 04/22/2025
Good morning.
We are sorry about any confusion. Unfortunately the condition of your item was not as originally describe (mint, never used). Even though this bag is in overall good condition, we had to grade it properly to reflect that does show some signs of use as we properly recorded. This was properly disclosed to you and you accepted this grade change and the full terms of the consignment agreement. Here is a helpful resource to properly disclose the condition of an item when requesting a quote: ************************************************
The item was returned to you exactly how we received it. Thank you for confirming you received it.
Here is a helpful resource if you want to request a buyout quote for this item: ********************************************************************************************
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 04/30/2025
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:Dear Rebag Team,
Thank you for your response. However, I must respectfully disagree with several points youve made.
First, while I understand you regraded the item upon your inspection, you did not acknowledge or disclose any damage such as the visible scratch on the flap or the numerous scratches on the hardware that were not present when I shipped the bag. These damages were not listed in your original assessment and only appeared after the bag was returned to me. That alone proves the item was not returned to me in the condition it was sent.
Furthermore, I had clearly stated from the beginning that this item was never used, and I am a professional reseller who maintains meticulous standards with all my inventory. The flaw you referred to as a scratch on the interior is simply a natural leather grain, which I offered to have re-evaluated, but no further inspection was ever performed despite my repeated requests.
To make matters worse, the bag was returned with two missing accessories: the felt protector and the dust bag for the shoulder strap. These were included when I sent the item and were not returned.
Lastly, the removal of protective plastic films during your photography process has led to hardware damage, further diminishing the value of what was previously a pristine item.
At this point, I am requesting a formal explanation of:
Why the scratch on the flap and hardware damage were not recorded in your inspection.
What actions you will take regarding the missing accessories.
Whether your company holds customer funds in segregated accounts in case of insolvency.
If this situation cannot be resolved amicably, I reserve the right to pursue legal remedies and file a formal complaint with the Better Business Bureau and other relevant authorities.Please show more evidence to supporting your point other than keep saying how right you are through words. No one carefully watched the unpacking video I sent to you through email. It strongly supported my point. I know you are such a big company, but please at least respect your client by simply watch the video I sent!
Sincerely,*****
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ***
Business Response
Date: 05/07/2025
Good morning.
After careful examination of this request, we can confirm that this item was was listed with conditions consistent with the notes from our experts when it was physically inspected: 'Exterior: minor corner wear, minor scuffs | Handles/Straps: minor creases | Interior: minor scuffs | Hardware: minor scratches'. You approved this condition (which we have in record) before it was listed. Attached is the screenshot of the listing when this consignment was offered for sale. After delisting, this item was returned to you exactly how we received it.
If you prefer to sell us the item (vs. consignment) here is a helpful resource to request a quote and next steps. You will be paid out right after we inspected and confirm the item you shipped meets our guidelines. ******************************************
Please contact our **************** team if we can assist with anything else.
Customer Answer
Date: 05/13/2025
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]
You still did not respond to the scratches made to the flap and the hardware. As I said, those scratches were not listed in your inspection, or either mentioned in the product description, which means they did not exist when you receive my bag. The matter is not about if I agree or disagree with your description of my bag, its about the damages you made to my bag.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***** ***
Initial Complaint
Date:04/18/2025
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.
I sold 8 bags to rebag and was provided six ***** shipping labels (two packages had two items). ***** lost all of my packages. Not Rebag's fault, right? Except it is when they refuse to cooperate in the claim so I can get my money from *****. Because Rebag is the purchaser of the label you use, ***** simply needs a form from them stating that the contents of the package are mine and the claims can be settled with me. REBAG WILL NOT GIVE ME THIS FORM, I have called and sent several emails. I will be filing a lawsuit in order to get them to comply, as their failure to fill out a single form is costing me over $4k in my own property. ***** cannot settle my claims without the form from Rebag as they are the purchaser of the ***** label, and Rebag will not provide me this or respond to my calls and emails.Business Response
Date: 04/18/2025
Good afternoon.
We are sorry to hear about any confusion. From the group of quotes you requested this year, you only shipped 1 item for order ending 765. Unfortunately this ******* item did not meet our minimum standards and we cannot purchase or offer it for sale. It was already returned to you via ***** under tracking ending in ***** which you already received back. For the other quotes you never shipped anything nor the trackings were ever activated. Our fraud prevention team conducted an investigation and concluded that you never shipped those, same conclusion the carrier had. Therefore we are not able to certify that something was shipped when there is no proof, receipts or anything that show it was.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 04/25/2025
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:Not only is it entirely untrue that I never shipped the quoted items - I HAVE EVIDENCE THAT THEY WERE SHIPPED, ATTACHED, which could have been provided if anyone would have ever responded to me - it is also entirely untrue that the carrier concluded this, and entirely untrue that the shipping waiver is ReBag signing anything certifying that the items were shipped. The ONLY THING the shipping waiver attests is that the items in the packages were mine, so ***** can resolve the claims with me. I have spoken on the phone with ***** claims, and they are NOT saying the items were not shipped. They have told me that all they need to resolve my claims with me is the shipping waiver, which ONLY SAYS THAT THE ***** WERE MINE DESPITE REBAG PROVIDING THE LABEL. Every tracking number provided shows that the items were dropped off at a ***** hub if you actually look at the details, and there is an attached receipt FROM ***** for dropping off every tracking number. ReBag has not even attempted to be helpful in any capacity and does not even respond to emails or calls. ***** needs the shipping waiver - which ONLY states that the items were mine and ***** can resolve my claims with me - and Rebag instead wants to say I have no evidence of shipping the items which I have and have provided both here and to *****. I will be filing a lawsuit if a shipping waiver is not provided timely as it appears to be the only way to get a SIGNED FORM from Rebag that I need to proceed with a ***** claim for my lost items.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** *********
Business Response
Date: 05/07/2025
Good afternoon.
After a thorough investigation we can confirm that the only item we received was for order ending 765. Unfortunately this ******* item did not meet our minimum our quality and authenticity standards and we cannot purchase or offer it for sale. It was already returned to you via ***** under tracking ending in ***** which you already received back and confirmed. For the other quotes you never shipped anything nor the trackings were ever activated. Our fraud prevention team conducted an investigation and concluded that you never shipped those, same conclusion the carrier had. Therefore we are not able to certify that something was shipped when there is no proof, receipts or anything that show it was.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 05/13/2025
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:This is literally the same exact response as last time, which I have already responded to. They did not address my response at all - where I attached proof to this claim that things WERE shipped. This is totally separate from the ******* item submitted, it was submitted separately on a different date and shipped separately. See my last response as this does not address any of it... "Not only is it entirely untrue that I never shipped the quoted items - I HAVE EVIDENCE THAT THEY WERE SHIPPED, ATTACHED TO MY LAST MESSAGE, which could have been provided if anyone would have ever responded to me - it is also entirely untrue that the carrier concluded this, and entirely untrue that the shipping waiver is ReBag signing anything certifying that the items were shipped. The ONLY THING the shipping waiver attests is that the items in the packages were mine, so ***** can resolve the claims with me. I have spoken on the phone with ***** claims, and they are NOT saying the items were not shipped. They have told me that all they need to resolve my claims with me is the shipping waiver, which ONLY SAYS THAT THE ***** WERE MINE DESPITE REBAG PROVIDING THE LABEL. Every tracking number provided shows that the items were dropped off at a ***** hub if you actually look at the details, and there is an attached receipt FROM ***** for dropping off every tracking number. ReBag has not even attempted to be helpful in any capacity and does not even respond to emails or calls. ***** needs the shipping waiver - which ONLY states that the items were mine and ***** can resolve my claims with me - and Rebag instead wants to say I have no evidence of shipping the items which I have and have provided both here and to *****. I will be filing a lawsuit if a shipping waiver is not provided timely as it appears to be the only way to get a SIGNED FORM from Rebag that I need to proceed with a ***** claim for my lost items.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** *********
Initial Complaint
Date:04/17/2025
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.
Order#******** I purchased a handbag, received it on 9/10/2024 and returned it following the company's return policy. ***** picked up the package from my home on 9/11/2024 and they received it on 9/13/2024. As per their return policy, refund notifications take about ***** business days. No refund was received. I contacted them and only then was informed that they claim to have received an empty box. As per *****, they never filed a claim which they say is what should happen if they received an empty box. For months I have been emailing and calling and receiving the same answer that they are investigating the matter and will get back to me. I have been a customer for years and believed that they were actually working on a resolution. The ***** package label has a weight indicated on it and the bag is still for sale from them on ***** so I think the bag just went back to their inventory. I asked about this multiple times and only yesterday they say that listing is a mistake and they will remove it. There is an attachment that confirms the bag was available for purchase through **** item ************. Also yesterday they told me it is not their responsibility. Dragging their feet this long to tell me that answer makes it too late to pursue reimbusement from my credit card who has a 60 day dispute policy. This type of service is criminal as I believe they have my bag and my money as it is too late now to get a chargeback. I've been a loyal customer for years, they should consider a refund, credit, or just send me the bag that I paid for. It is much too late also to pursue a claim through ***** who has a 7 day policy.Business Response
Date: 04/18/2025
Good morning.
We are sorry to hear about this situation. Our fraud prevention team did a thorough investigation on this case already and concluded that the package you shipped back arrived sealed but empty. We provided all the photos and evidence to your credit card issuer who resolved in our favor and declined the chargeback you submitted. Unfortunately we are not able to process a refund until we receive the items back and inspect them.
Note that we have over 30K items listed for sale and many can look similar. But we can confirm they are not they same bag nor have the same serial code.
Item you purchased and have not yet returned (serial ends on ***** : ********************************************************************************************************
Similar item available on our site (serial ends on *****: ********************************************************************************************************************************
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 04/26/2025
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:Please see attachment. The business did not read my complaint or the attachments I had provided previously. I have placed 20 orders with this company and would never try to send an empty box to a company that I trusted and enjoyed purchasing and trading. I believe the bag was put back into inventory despite whatever photos they have, that could have easily been fabricated. These photos were never shown to me. I have attached proof that the bag for sale on ***** seller is Rebag is the same as the one I purchased and returned. It is the same serial number. I have not confused it with any other bag as confirmed by two members of the Rebag team. I was told it is for sale on **** in error and would be taken down. It is still for sale as of today. Rebag's claim of an investigation cost me the window of time in which I could have received a chargeback from my credit card.
I am asking kindly for them to do the right thing and offer me some type of resolution. I think I am a valuable customer, 20 orders I believe is significant. It is a lot of money for me to lose and it is not right of them to dismiss my claim. The BBB response from them did not even mention the **** listing, so it appears they did not even check. A screenshot of Rebag's listing on **** is attached and it shows the serial number.
Thank you
******* *********
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *********
Customer Answer
Date: 05/13/2025
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:Rebag has my returned bag and it is for sale on ****. Is provided the pictures of the ad. The pictures include the serial number which is the same. ********************** is just refusing to provide me a refund or even just send the item back to me. Rebag did not read my complaint, did not review the pictures, and did not compare the **** item ************ that they are selling to the one I returned. My claim as been completely ignored and furthermore to suggest that I sent them an empty untampered box is also calling me a thief. Super insulting response from a company that I enjoyed very much buying and trading with.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* *********
Business Response
Date: 05/22/2025
Good morning.
Unfortunately we are not able to process a refund until we receive the items back and inspect them. Our fraud prevention team did a thorough investigation twice on this case and concluded that the package you shipped back arrived sealed but empty. We provided all the photos and evidence to your credit card issuer who resolved in our favor and declined the chargeback you submitted. Your bank also concluded that the package was shipped sealed and empty and why the refused the chargeback.
The item is still marked as sold in all of our channels as we never received a return for it: **************************************************************************************************************;
Moving forward any additional requests on this claim can be sent to ************************************ and our Fraud Prevention team will handle it.
Initial Complaint
Date:04/11/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a formal complaint regarding a payout issue related to the consignment and sale of my Chanel Classic Double Flap bag through Rebag. The item was sold on April 4, 2025. My originally approved payout range included a minimum of $4,730. However, due to an accidental button click while managing my listing, the payout range dropped to $3,965.There was no clear warning, confirmation, or indication that this action would finalize a lower payout. On March 12just five days after the change was reflectedI contacted Rebag customer service requesting the original range be reinstated or to return my item. I was told the only option to retrieve my bag was to pay a significant fee.This contradicts Rebags stated policy: Rebag will notify you if it becomes necessary to reduce the price to a point where it would alter your pre-approved range. At that time, you can request a return of your item free of charge. The policy fails to clarify key terms like official consignment, over time, or how seller-initiated (accidental or otherwise) actions affect return rights.I followed up again on April 7 after noticing the item was pending sale. It wasnt until April 9after multiple attemptsthat I was told the bag sold for $4,820. Despite this sale price falling within my original payout range, I am now set to receive only $3,965a $765 reduction.Requested Resolution: I am requesting that Rebag waive the 20% commission on this sale and honor the originally quoted $4,730 payout. I have documented all relevant communications and will pursue further legal or consumer protection actions if this is not resolved.Business Response
Date: 04/14/2025
Good morning.
We are sorry to hear about this confusion. After careful review of your consignment we can confirm that you approve the original consignment agreement and the subsequent payout range. Your approval of both is in our records. Unfortunately we can't make any changes to the terms at this point as the item finally sold. Here is a helpful resource of how consignment works: **************************************************************************************. Final payout will be processed based on the terms of your consignment agreement.
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:As mentioned and previously provided documents to support my case, your FAQs do not address what determines an official consignment, what timeframe the "payout range" changes that a consignee may have their item returned free of charge, or the actions surrounding that. Yes, I clicked the button and I contacted customer service, within a very short timeframe, that I had not intended to accept the new payout range and condition downgrade. At that time, your support should have waived the significant fees to return my bag to me. If I had paid those, that would have meant that I sent you a bag just to pay hundreds of dollars in fees because I accidently clicked a button that forced a downgrade in condition and payout range, which of course benefitted your company in every way. Not only is it bad customer service/support and bad business practices that no way protect the consignee, but you are not transparent in your practices on your own website, user experience, and language in your FAQs. I have spoken to support via the several email threads I have provided and after many, many requests finally received a call from a customer service "manager". She is located in the *********** and indicated she did not have the ability to reinstate my original payout range or waive the consignment fees. I asked her if I could speak to someone that could, and she said there is no one at Rebag that could offer any remediation. I asked to speak with someone in the *** and she said there is no one there to contact for this issue. I highly doubt this as if I proceed through the legal process, your ********* whether in legal, customer experience, retail management, or executive team would respond.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******* ********
Initial Complaint
Date:04/09/2025
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 was contacted and offered to do online retail trades on Rebag online platform. They asked to complete set of order and in return after completion of tasks i earned commission and pay for doing online platform work for them. Initially i asked them about company information and policy. They provided all information and i checked it online. It seems all genuine. I started working after online training to work on platform. I got paid for initial few days for working online. Convinced to continue work. I allotted advanced order in which i told to put more funds to complete order. I already put all funds i had as well as borrowed loan as its offer me big consignment order to complete. After completion of order they suppose to return my funds and commission just like earlier. But now after completion of order at the time of refund of my work they ask me to put some security deposit. So basically since beginning i asked to put funds to complete set of orders. But after completion i didn't get back my funds. All my funds stuck in there. Even they ask more funds as security deposit to return my funds. I am afraid about my funds and scam.Business Response
Date: 04/09/2025
Good afternoon.
We are sorry to hear about this situation. This business is not associated in any way to Rebag.com or any of our affiliates or subsidiaries. We already reported them to the relevant authorities so they can conduct a proper investigation.
Initial Complaint
Date:04/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Description of the problem:On February 20, 2024, I accepted a buyout offer from Rebag for my ******* ******* cross pendant. I shipped the item via ***** the next day, February 21, using their prepaid shipping label. On February 23, my Rebag account showed the item as Accepted.However, after that, all communication from Rebag became vague and evasive. One of their employees initially promised to investigate the issue and contact *****, but soon stopped responding altogether. I was told by ***** that only the shipperRebagcan open a claim, as they created the label and selected the shipping conditions. The package was not marked for signature or insured properly by Rebag, even though they had the option to choose a fully insured label.I contacted ***** multiple times and confirmed this. I then reached out to Rebag again and demanded they open a claim with *****. I even wrote a formal email to Rebags CEO, ******* *****, earlier today (April 7), asking for his personal attention to this matter. Despite that, the entire day passed and I still havent received any response from anyone at the company.This situation is shocking and unacceptable. A valuable item disappeared in their possession, and theyve shown zero responsibility or willingness to help. They are refusing to take even the most basic steps like calling ***** or opening a claim. I have now wasted weeks of my time, energy, and nerves, and feel completely ignored and disrespected.I am filing this complaint in hopes that someone at BBB can help hold this company accountable.Business Response
Date: 04/08/2025
Good morning.
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 already via *****. Our team will try to help you coordinate an additional investigation with the carrier to see if they have any other information other than the one they already provided.
Please contact our customer service team if we can assist with anything else.
Customer Answer
Date: 04/11/2025
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:[YourFINAL REJECTION STATEMENT Complaint ID #********
I do not accept the business response, and I reject their attempt to deflect responsibility. Rebags reply is not only evasive but entirely dishonest. They claim they are assisting, yet in writing they clearly stated the case was closed and that I should deal with ***** myself. This is a complete fabrication and a denial of facts already documented.
Initially, their team told me to wait and then abandoned communication entirely. When I finally received a vague response, they explicitly refused to take any action and said it was up to me to contact *****. This directly contradicts FedExs own policy: only the shipper Rebag can file a claim. I provided written confirmation of this to BBB along with proof that Rebag refused to act.
Lets be clear: Rebag shipped a valuable jewelry item a ******* pendant with no insurance and no signature requirement. This is blatant negligence. If this is how they operate, it sets a terrifying precedent. What if it were a watch, a diamond ring, or something even more expensive? If an item were broken in transit, or tampered with, would Rebag simply say Talk to the carrier and wash their hands of all liability?
This is not a mistake. This is a business model built on avoiding responsibility. They had a legal and ethical obligation to file a ***** claim and assist in recovering the missing item. Instead, they lied, dismissed my concerns, and now pretend to cooperate only because this complaint is public.
I am not interested in further contact with a company that operates like this. I request that BBB keep this complaint open and public, and that Rebags handling of client property be thoroughly investigated
Answer Here]In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** **********
Business Response
Date: 05/07/2025
We are sorry that we are not able to support you with this request on this forum. Please email **********************************************************************************************************************************************************************************so this can be assigned to our Fraud Prevention team to handle moving forward. Unfortunately we are not able to support file any claims for a questionable item
Customer Answer
Date: 05/08/2025
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 response is categorically unacceptable. Rebags actions and repeated inaction constitute not only gross negligence, but potentially deliberate consumer fraud.
My item a ******* & Co. platinum and diamond pendant was officially accepted by Rebag under their buyout program for $2,405. It was then lost while in their custody. I have received no resolution only redirections and empty apologies like this one.
Rebag alone had the legal right to initiate a ***** claim, yet refused to do so. I, as the recipient, am not legally allowed to file it. This refusal to perform the only action that could have secured compensation is a direct breach of basic business responsibility.
Rebag then attempted to retroactively brand the item questionable, despite having previously accepted and valued it. This is not only dishonest it is defamatory.
I have contacted their representative ****, customer service, and CEO ******* *****. No one responded meaningfully. Rebag has shown a coordinated pattern of avoidance, denial, and reputational whitewashing.
As a result, I have already filed a police report, and am currently preparing formal submissions to the ************************, the *************************, and legal counsel. I am not the only customer they have treated this way.
I am also evaluating options for a class action against Rebag for deceptive practices and negligent loss of property.
Let me be absolutely clear: this is no longer a customer dispute this is a matter of corporate misconduct, misrepresentation, and systemic fraud. If Rebag fails to respond meaningfully, I will escalate this through public, legal, and media channels.
You are now dealing with a legal record of noncompliance, negligence, and obstruction. I will not drop this case. I expect compensation and accountability or a court will demand it.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
****** **********
Initial Complaint
Date:04/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent a bag to Rebag for consignment in mid-March. It was swiftly received and I was sent estimated sale prices that were lower than the estimates I'd been given online, based on what the company claimed the condition was. Some of the flaws were accurate but it described damaged corners, which the bag definitely did not have. Since this was my first time sending them a bag, my immediate response to the offer was to click no. I expected that I'd then be able to discuss with my concerns with them, have someone else assess the bag and possibly be given a slightly higher price. Instead, I was told that they would have to send it back to me. When I sent it to them, it was inside a dust bag. Inside the bag was another item that was part of the bag (a branded towel from a designer that doesn't usually make towels! so a RARE ITEM that was part of this product) that was part of the special edition product and wrapped in a second dust bag. When I got the bag returned to me, it was NOT in a dust bag and was instead thrown into the box without regard for whether it would get damaged AND, more importantly, it was missing the towel and its dust bag. The company has claimed that the towel is "collateral" so they were not responsible for returning it to me but it is absolutely part of the product. When they've sold it in the past, they've sold it WITH the towel. I have to think buyers will ultimately only be willing to pay less for the bag without the towel than with it. Not to mention that I do not trust that Rebag or an employee will try to sell the towel on its own at some point. I'm truly disturbed by this incident and the dismissive way I've been treated by customer service. It's hard to quantify how much the lack of the towel will cost me but I assume it will be hundreds of dollars if not the ability to resell the bag at all and time for the bag to sell. All the bags on competing resale sites right now have the towel included with them.Business Response
Date: 04/09/2025
Good afternoon.
We are sorry to hear about this situation. Unfortunately we had to adjust the original quote as the item was not in 'unused or mint' condition as originally stated. After physical inspection of the item our experts found and documented the following condition "Exterior: corner wear, minor edge wear, creases, minor discoloration | Handles/Straps: cracking, creases, scuffs, discoloration | Interior: moderate odor, discoloration, scuffs, stains | Hardware: scratches". As you confirmed, this item was already returned to you via *****. Here is a helpful resource to properly state the actual condition of items when requesting a quote: ************************************************
We don't have record of any towels arriving with the bag. Our customer service manager will contact to get more details on this and see if we can help in any way with this open question.
Customer Answer
Date: 04/11/2025
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:My complaint is not about Rebags assessment of the condition of the bag. I understand that and accepted it, which is why I asked that everything I sent to them be returned. I selected the option on the website not knowing how the company would evaluate condition, given that I had never sent anything to them before. (I would also note that in the competitors assessment of condition they only note the minor cracking on the strap and not the other issues.) My complaint is about the fact that I absolutely sent the towel to them and have been told by a competitor of Rebags that not having is subtracts $1000-1200 from the value of the bag (see attachment).
I have been corresponding with Rebag for more than a week and this is the first time theyve claimed that they did not receive the towel. In previous exchanges Id been told that they were not responsible for any collateral. So whats the real story here? Had they truly not received it, that should have been their initial response. Unfortunately, I didnt take a timestamped photo of exactly what I was sending to Rebag (and even that is something the company could choose to dispute just as dishonestly as they are handling this), but I would swear under oath that I sent the towel. Why wouldnt I have done so? I wanted to be able to sell the bag for as much money as possible. I never took a photo of only the towel but I do have one attached with the bag and the rolled up towel, which I took in my home on March 1, not long before I sent the whole thing to Rebag
I suspect that what happened is that Rebags warehouse received the bag with the towel inside it (which was wrapped in the second of two dust bags that came with the bag) and that a worker threw it out thinking it was a personal item of mine or, in the words of the Rebag agreement, collateral. (Theres also the more nefarious option that a worker stole it and is going to try selling it for a few hundred dollars there are a couple listed on resale sites now.) If that was indeed the case, Rebag should take responsibility for the error by compensating me. Rebag acknowledged in its submission process for the item that the towel was more than just collateral which they define elsewhere as items like dust bags, which are not asked about in the submission process asking whether I was sending the accessories of the bags the pochette and the towel that came with the bag (see attached screenshot of that prompt). I said I was going to and I did. The worker who processed the item clearly understood that the pochette was an accessory since that was returned to me, likely because its something that comes with most Goyard bags. However, the towel was part of what made this item a special limited edition. I understood its value, which is why I sent it, and my guess is that someone at Rebag did not and discarded it.
I was truly stunned to read their new claim that I never sent the towel, but of course they know that one way to fight a dispute is to discredit their customers. So first they note the condition differences, which Ive explained that I didnt understand from their website, to try to undermine my credibility. Then, almost as an afterthought, they claimed for the first time in all our exchanges that they didnt get the towel, which is the only problem for which am asking to be compensated.They understand that is a difficult thing for me to refute unless I did something like record a video placing it in the box and immediately handing it to a ***** employee, which is a completely unrealistic expectation again, why would I have left something out of the package that has more value being sold with the rest of the item than it appears to have on its own? (Again, $1000-1200 versus $298 of the sold comp I could find on Poshmark, see attachment.)
Maybe Rebag has a way for them to use their corporate account with ***** to see the precise weight of packages sent with their prepaid labels. That would show that my package was a pound or two heavier than what they sent back to me because what I sent included the towel and what they returned didnt.
Ive never dealt with a company that has been so dishonest and evasive about what was either an employee error or theft. This was my first time sending something to Rebag, though I did buy and return an item a few years ago. I consign and resell well over $10,000 of luxury goods annually and was considering moving some or all of that to Rebag. But after this incident I am not only never going to buy or sell with this business but am going to warn others not to as well. A good faith resolution to this situation might change my mind, at least about what I tell others in my life and on social media. I hope that can be reached without further escalation of this matter.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** *******
Customer Answer
Date: 04/18/2025
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:Again, my issue is not about the condition. It is only about the towel that was not returned to me that is worth $1,000-$1,200 when sold with the bag, according to one of Rebag's competitors. The bag was not in mint condition but I disagreed with some of the assessments of it, which is why that I asked for it to be returned to me. That is not the problem. The problem is that I sent the towel inside the bag rolled up in the dust bag that it was inside when it was purchased new from ******. The towel was not returned to me.
At this point, the problem is also that I have been trying diligently to resolve this issue for more than 2.5 weeks and have been unable to get straightforward answers that don't deflect by talking about the bag condition. I first emailed about this issue on March 31 and the initial responses I got claimed the towel was "collateral" that you were not responsible for. I quite clearly demonstrated in my emails to customer service and my submissions here to BBB that even the Rebag website acknowledged it to be an accessory that was part of the product. So then your most recent BBB response became a claim you hadn't given me before, that the warehouse had not received the towel. Which I am confident is not the case. I wanted you to be able to sell the limited edition product for as much money as possible, which would have included the towel. Why would I not have sent it? As I noted previously, the towel on Poshmark that I could found that was sold by itself went for only a few hundred dollars. It makes no sense that I would have wanted a few hundred dollars versus more than a thousand added to the price you could've sold the bag for.I think it's perfectly understandable that someone in your warehouse would not have known that the towel was part of a rare set and might have separated it from the bag, thinking it was a personal item that I had accidentally left in it and that they should just throw it out. I'm not sure how that would happen given that it had a big Goyard logo on it and colorful artwork and was packed neatly in a Goyard-branded dust bag inside the tote, which was packed in another dust bag, but I suppose it is possible. If this was the case, it was a mistake on the part of someone in the warehouse, which Rebag should take financial responsibility for. I have asked that the company attempt to investigate this via ***** if your corporate account allows you to see the exact weight of packages sent with prepaid labels. That would show that what I sent to your warehouse was heavier than what was returned to me. I sent it from near my home in **************** to your address just four miles away in ************
I have tried via email and phone, in addition to through the BBB, to get someone to actually address the issue. I was emailed more than a week ago by a phone operator I spoke to who said I would be hearing back from someone in the next 1-2 days. That obviously never happened. Your response says "our **************** manager is trying to reach you so we can get more information and see if we can help" as if someone has been actively calling me and I haven't responded. That is certainly not the case. I have not left ************* once since I sent my first message on March 31, my cell phone is next to me 23.5 hours a day and the only time I have not had service in all the time since my first outreach on March 31 is sometimes when I'm on the subway or in an elevator. I've never had a missed call or gotten a voicemail. I have been very busy with work and personal things but have had more time over the past two days, so I wrote back yesterday and again today to the email that promised a response last week to follow up again. I have not gotten responses to those messages either.
I have also posted on ******** and Reddit warning people not to send their items to you and got many sympathetic and appreciative responses on Reddit from people who said they won't buy or sell to you in the future because of the company's clear theft in this instance and that seems not to have made a difference either. You don't have a *******/X account or I would have tweeted at that, since I have more than ******* followers on a verified account as a longtime business journalist at **************. I am ready to reach out directly to your C-suite executives if this can't be resolved fairly in the coming week and will further escalate from there. I hope this can be handled expeditiously and respectfully.In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
******** *******
Business Response
Date: 05/12/2025
Good morning.
After reviewing this request that you and our **************** manager found a reasonable resolution to this matter. The new order ending on *** was already processed and paid for on 5/2/25.
Please contact our customer service team if we can assist with anything else.
Initial Complaint
Date:04/03/2025
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.
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: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: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,
****** **********
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