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:03/09/2023

  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.

  On the night of February 16, 2023 I placed a purchase for a trade with Rebag. I initially had two handbags a Louis ******* braided handle metis and a multi color pochette and also paid a down payment towards a new handbag on ********* order ********. I received a shipping label and shipped my two items per trade guidelines. The next day after regretting the decision I decided to go ahead and cancel my trade, after reviewing Rebag trade cancellation policy on *********. It stated that as long as they have not received the items that were shipped, I am still able to cancel, and have the down payment return, as well as request my handbags that I originally shipped to them to be returned, which is what I did. After receiving my cash down payment I noticed that I received a side credit for my two handbags instead of having them returned as originally requested. I called ********* customer service and explained to them the situation/error they informed me that all is right and I will be actually getting my handbags back. Its just the process of them initially giving a side credit which I thought was incorrect. They stated to wait 2-3 business days for it to correct itself. After several days, I contacted customer service again. Customer service assured me that this is part of the process and that I will receive both handbags back to give it 3 to 5 business days which I did I called back after the 3 to 5 business days and realize that they still are not returning my handbags so I mentioned to them that if they want to keep the handbags, they can go ahead and pay me out as a cash out rather than a store credit I found out that they werent able to do that that I would be able to Get a cash out but at a much lower amount so I decided to keep site credit for one handbag Louis ******* braided handle metis and to have the multi color pochette returned they sent a new email wanting to clarify, which I did clarify please see email sent March 6 stating that yes I want my other handbag return I have not heard from them. I keep calling customer service for the last month or so Ive been calling customer service excuse me the last three weeks or so Ive been calling customer service with no real resolution they keep telling me to three business days sometimes 3 to 5 business days and no one is resolving the matter I would like the Better Business Bureau to intervene. That way we can go ahead and get this problem resolved ASAP . Keep in mind. Ive been in contact with Rebag for the last three weeks or so and they keep stalling and stalling installing and no one is getting back to me and no one is shipping my item back I would like someone to intervene so that I can at least get my item back. Thank you.

  

  Business Response

  Date: 03/13/2023

  Good morning. 

  We've returned to you the *********************** Accessoires Monogram Multicolor" under tracking #******************.

  Please let us know if you need anything else. 

• Initial Complaint

  Date:03/08/2023

  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 accepted a quote offer from rebag in January for a pair of Chanel boots and Dior Bag. The quoted amount was $2520 even though the actual value of the items at resale is over $5000 but understand that's what comes with the resell price. The package was dropped off and scanned in at *** on January 16th. After 2 weeks and no tracking updates I reached out to Rebag to open an investigation. Upon completion of the investigation the package was deemed lost. A claim was issued to Rebag on February 7th. For 3 weeks I reached out multiple times via the website chat, 3x emails to the contact email that all went unanswered and multiple phone calls to the customer service. Everyone said give me 1-2 business days, we are waiting on ***. Only to call *** on March 1st to find out Rebag had not provided the requested paperwork from Feb 7th. Should I have not incessantly followed up, that paperwork likely wouldn't have been filed by Rebag. After another week of constant follow *** and no one being able to provide a resolution, I followed up with *** again directly to find out again they were waiting on REBAG for further documentation that again they were not on top of.As a customer, ********************** should be refunding the customer upon completion of the investigation that the package was lost and be working with *** seperately on the back end. As the customer I shouldn't have to wait 3 extra weeks for my refund due to customer service team not doing their jobs in a timely manner and providing *** with the necessary documentation. I entered a contract upon agreeing my quote with Rebag, not with ***. They need to assume responsibility for things going wrong and resolve it with their custom and deal with *** separately if they are going to assume the responsibility of providing a shipping label and valuing/insuring a package rather than leaving that on the customer to handle. It has now been two months and I still have yet to have any kind of resolution/refund.

  

  Business Response

  Date: 03/09/2023

  Good afternoon. 

  We've reviewed your complaint in depth. The challenge here is that you don't have a receipt of handing an actual package with the items to **** There is a partial scan to the label in a *** store but not package received. Unfortunately we are not able to track a single label that didn't have a package nor it made to the actual *** terminal. *** already has all the information they need from us to see if they can find any more information. But until the proper proof or receipt of the handoff is provided, there is not much else we can do to help with this. 

  Please let us know if you are able to find the receipt from the *** store from when you brought the package to them. 

  Thank you. 

  Customer Answer

  Date: 03/15/2023

  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]

  Hi there,

  this is false information considering I have spoken to *** and they do have the proof the item waas dropped off and scanned in. They have also told me They have sent Rebag a check last week for the claim, yet I have been given no follow up from rebag in regards to mine.

   

   

   

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

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

  Customer Answer

  Date: 03/24/2023

  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:

   

  Here are the areas where REBAG made multiple mistakes and really needs to work on their logistics when it comes to providing customers with shipping labels. If they are going to assume that responsibility on behalf of customers it is crucial that customers are aware of the following:

   

  Rebag doesn't declare a value of the package upon creating the label therefore nothing is covered if it's lost in the hands of ***
  Upon an investigation being opened by *** and a claim processed - Rebag doesn't provide requested paperwork in a timely manner.

   

  Therefore customers should be warned that Rebag assumes no responsibility for goods in transit to their facility which is incredibly misleading.  

   

   

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

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

  

  Business Response

  Date: 03/31/2023

  Good morning. 

  After reviewing all the documents and terms for this submission order, we are not able to anything else here. You do not have a receipt for handing these items to *** and the screenshot you provided from the *** store confirms that whatever might have been handed had 0 weight. It is possible that you might have adhere the label to another package you might have sent that day and it was a double scan. These are boots and bags, the box would have weighted more than 0. In any case, we never received any items from you. For any further questions, please make read our terms of service (***************************************). 

  This case will now be handled by our Fraud Prevention team. 

• Initial Complaint

  Date:03/07/2023

  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 dropped off a Bottega Veneta bag to their soho location on 2/23/2023 with a confirmation I would have payment within 3 days. I have sold to them before via this method with no problems. 10 days have gone by with no email or response as Ive tried to contact that chat number of times. Order #******. No resolution and no help and I would like my payment of $500.

  

  Business Response

  Date: 03/07/2023

  Good afternoon. 

  After careful inspection of your Bottega Veneta Cassette Belt Bag by our specialist, we've concluded that it does not meet our authentication standards. We are returning it to our Soho store you can pick it up this week. 

  Please let us know if we can help with anything else. 

• Initial Complaint

  Date:03/06/2023

  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 a few items through their application like I have done plenty of times. Some items I have sold them include a Birkin, a few Chanels and other designer purses. Im supposedly a VIP member but my recent experience is anything but that of a VIP customer. My order number is ******. This time I sent out 4 items through their prepaid label, but the tracking shows that it wasnt delivered and is in delay. Being concerned of this issue I contact them through email at first where I was quickly given a response that a *** investigation will be opened and it will take **** business days. This was on 2/7/23. Since the 7th day I have been calling nearly everyday! And on them phone calls ** promised a phone call back with an update in 24hrs but never get a call back. I have sent over 10 emails as well. This is becoming very exhausting, and criminal in my opinion. I hope that you guys at Rebag resolve my issue now with posting this on the BBB and if not I will sadly have to take legal action. I have been a customer with you guys for over 5 years, and I never had an experience like this before with you guys, what happened? May I please get my funds? Was the items not insured? Tell me something to move forward in whatever way I think fits.

  

  Business Response

  Date: 03/07/2023

  Good afternoon. 

  We've reviewed this complaint and just received confirmation from *** that it was lost in their terminal in **********. As a valued managed client, we will issue the payout for this today to your Rebag account and handle the rest of the investigation and claim with ***. 

  Please let us know if we can help with anything else.

  Customer Answer

  Date: 03/16/2023

  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:03/01/2023

  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 in my items over 1 month ago and after the Rebag team reviewed my items they sent me back an adjusted quote, which I agreed on. They then sent me a payment for much lower and told me that there was nothing they could do as I'd agreed to recieve a lower payment which is false. After 5 or 6 attempts to resolve this, I eventually received an email stating that they would resolve this issue by canceling the transaction and ship my items back within 3 days and that I would receive a shipping confirmation. When this didn't happen, I contacted Rebag and was told there was a delay and no expected eta. This is unacceptable as they have taken both my money and my property. Also, they outsource their customer service to out of the country so you will never be able to speak to anyone in ******** or get immediate resolution. I do not have faith that I will receive my property back as this company feels and acts like a SCAM. DO NOT SELL or make any transactions with this company. They are not honest and do not have the customer service ability to help you. I regret coming here and am asking for my items to be found and returned ASAP via priority mail.

  

  Business Response

  Date: 03/02/2023

  Good afternoon. 

  Here are the updates on the two items you sent to us. 

  1.) ******************** Handbag Damier 30: we are processing your payment of $340.00 as re-quoted (based on the actual condition of the item) and approved by you. It will reflect tomorrow. 
  2.) *********************** ************ Edition Monogram Roses MM - this item was rejected due to condition and it was shipped back to you today. 

  Please let us know if we can help with anything else. 

  Customer Answer

  Date: 03/03/2023

  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 was to recieve both items back from the email I received from *****. ***** canceled both of my items and I was to receive both of them back. 

  My LV Neverfull was not rejected due to condition, this is a lie. Rebag lowballed me at $900, and then lied to me about me accepting the offer.  It had taken me weeks to get to this point and not only had Rebag not done what they intended to do which was send BOTH of my bags back, but they took one of the bags and sold it when they were supposed to send it back and then lied on the BBB website about rejecting my item.  I have receipts. This has been a completely horrible experience.

  Also my item was not shipped back yet, the label was created and *** has yet to recieve the item. I pray that my item comes back in the same condition it was sent. With the dustbag. Working with Rebag has been completely unprofessional. I got scammed here. 

   

   

   

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

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

  

  Business Response

  Date: 03/09/2023

  Good morning. 

  The LV Never-full bag was returned to you under tracking #******************. This was delivered yesterday and received by you. Attached is the confirmation. We already paid you for the LV speedy. 

  Please let us know if we can help with anything else. 

• Initial Complaint

  Date:03/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ************************ Final Sale for $2400guaranteed Authentication. The serial number is Shown on the website. The bag looked as fake as any copy I'd ever seen when I received it. But it was a "Final Sale," so they covered themselves and still told me they guaranteed everything was authenticated.I've realized that the owner of the "original" bag sent it in to be authenticated, and they sent it back to the owner. The owner sent out the fake when it sold, and I am stuck. I went to have it authenticated, and I noticed there was no serial tag they had shown on their website! It has no serial title!Buyer beware. I intend to sue ********************** and get all my money back and, on top of which, my pain and suffering. I have had other fake bags and jewelry that they've taken back, but this is the ****** gra.

  

  Business Response

  Date: 03/07/2023

  Good afternoon. 
  
  We've reviewed your complaint. This item was shipped by us to you, not a seller. And the item had the registration tag in it when it was packed and shipped, see attached. Codes can be difficult to locate in ***** ******* bags because they are often hidden and meant only for ***** ******* internal tracking. Due to it being attached on the interior seam of the pocket, you might have to pull the lining inside out to locate. We stand by this item's authenticity based on the overall quality of a ***** ******* bag made in 2020. 

  This item is a final sale and we cannot accept a return. This was properly displayed in the listing, see attached. Return policy: **************************************************************************************************************

  Please let us know if we can help with anything else. 

  Customer Answer

  Date: 03/07/2023

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

  [Your Answer Here]

   

  The bag is not authentic. There is no tag and *** returned several items already to Rebag that they accepted because they were not authentic.  They cannot stand by their products because I have proof theyve already sent me fakes.  

   

   

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

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

  

  Business Response

  Date: 03/10/2023

  Good morning. 
  

  We've reviewed your complaint one more time. This item had the registration number in it when it was inspected and then when it was shipped, both things are recorded. Our team has provided the images of the registration tag inside of the bag and how to find it. As clearly labeled on the listing this was a final outlet sale and we don't accept returns. Outlet sales are final as we've explained before for other items you've purchased in the past. 

  Hope this helps. 

• Initial Complaint

  Date:02/24/2023

  Type:Delivery 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.

  My complaint is regarding a consignment order #******, where Rebag agreed to accept a handbag (black Fendi peekaboo) for a $630 buyout. This is the second instance that I shipped items to Rebag for consignment that was lost. The first was resolved with little question.The package related to this question was shipped using a *** label provided by Rebag, and sealed with water activated tape. It was scanned by *** on 1/3/2023 when I directly handed the package (it is listed as 0 oz because they frequently do not weigh pre-labeled packages when the store is busy). I received an email the next day that the box was received empty at Rebag, They stated that at *** investigation was initiated. I followed up on 1/13 and was informed that it was ongoing. I then proceeded to email over the course of a month (1/24, 1/30, 2/2, 2/10) asking for updates with no response. Then I called customer service 3 times with no resolution - after the 3rd time, I received an email several hours later indicating that they will not honor the claim based on the prior instance of an "empty box." The photo of the box they sent me empty showed clear tape at the edge, in contrast to the brown tape used on the item.

  

  Business Response

  Date: 02/27/2023

  Good afternoon.

  We've investigated your complaint. After reviewing all the details and photos, we've concluded that the item was not shipped in the box. The box had different type of tapes and unusual packing. And the *** receipt confirm that the box weighted 0 pounds, so it was empty when handed to them. The first time this happened we did a goodwill gesture as a new customer. But this is the second similar incident with confirmation that the box was handed empty to ***. Unfortunately we are not able to do any more goodwill gesture or compensation for something that was not sent to us. 

  Please let us know if we can help with anything else. 

  Customer Answer

  Date: 03/03/2023

  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, albeit disappointing that my personal property was lost and the business refuses to help resolve the matter.
  
  Sincerely,
  
  ****** **
  
  
  
   
  
  

• Initial Complaint

  Date:02/21/2023

  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.

  On 12/26/22 Rebag accepted my submission #****** for a Louis ******* belt, offered $295 for my item and provided me with a shipping label. I sent the item using their shipping label and mailed it on 12/29/22. A month later on 1/26/23 I contacted customer service to inquire about my submissions payout and they stated they are filing a lost package claim with ***** I will hear back within **** business days. After 10 business days I emailed them again inquiring about the outcome , no response. On 2/16/23 I called customer service again and the representative stated he would place a high priority on this and guaranteed someone will contact me before end of the day. The day ended and I have not gotten any response.

  

  Business Response

  Date: 02/23/2023

  Good afternoon. 

  The US ************** has not been able to find the package nor confirm they ever received it. We will go ahead and do a one time good will gesture and pay out the $295 into your Rebag account today. 

  Please let us know if we can help with anything else. 

  Have a good day. 

  Customer Answer

  Date: 03/02/2023

  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 once I receive the payment of $295, which I have yet to receive as of today 3/2/23. In reference to that the post office was not able to confirm that the package was ever sent I would like to add that the tracking number clearly shows the history of the traveling package and that it made its way from ****** to ******** where it is currently showing to be since January 6th without further update since. See attached **** tracking info. 

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

  
  

• Initial Complaint

  Date:02/16/2023

  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.

  Hello,I shipped my bags to Rebag(#******) two months ago. I used their shipping label*******************) and dropped it off at *** store. The package has been stuck ever since so I reached out to Rebag about a week after there was no tracking movement and they said they will start investigation with **** I've been calling and emailing them every week haven't heard anything back. Just getting the same answer that someone will get back to me and it's been like that for a month. Today I received an email saying the investigation was concluded on their end. Zero explanation what's going on and where my bags are. Horrible customer service. They said I should contact *** which I did several times but *** told me it is not my shipping label and I can't do anything. Rebag needs to resolve this but they did absolutely nothing for a month and now left my without my bags and nothing to do about it. Absolutely horrible. I expect you to file a shipping claim with *** and to resolve this issue! BBB plese help me. Rebag does not to do anything and after reading some reviews on this page it is seems like a pattern. That's how they run their business. PLEASE HELP!

  

  Business Response

  Date: 02/20/2023

  Good afternoon.

  We've reviewed this complaint in depth. After reviewing all the internal information and discussing it with *** we've concluded that these items were not shipped. The customer has not been able to provide a receipt that they handed this to the *** station as stated before. If they find the receipt or confirm the *** station that they dropped this on (approximate date/time and address), we will be able to trace back what might have happened with the package. 

  Please let us know if we can help with anything else. 

   

  Customer Answer

  Date: 02/22/2023

  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]

   

  That's totally not true. I already sent you a shipping receipt(Please see attached) And you can clearly see it was dropped off at the *** store otherwise there would not be any tracking information. I already talked to *** several times and they told me it was probably lost and Rebag needs to file a insurance claim which they apparently did and also received the money(see attached) so everything you say is a lie. BBB please help

   

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

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

  Customer Answer

  Date: 03/17/2023

  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'm appalled and disgusted by this company's behavior. Rebag engages in shady and questionable business practices and needs to be investigated for these shady and unethical business operations.  Every single thing the say is absolutely not true. Your customer representative say that all shipping labels are insured and it's even written on your website. So what you say makes absolutely zero sense. Funny thing is *** agent who is investigating this case couldn't get in touch with someone from Rebag's so-called claim team. He also confirmed Rebag was reimbursed because the package couldn't be found. So this is a fraud insurance on top of everything. It is outrageous that such a huge company engages in such gross deception. BBB please help me dealing with these scammers. 

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

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

  

  Business Response

  Date: 04/05/2023

  Good afternoon. 
  

  Unfortunately we've found discrepancies in the information provided by you in regards to address, handoffs terminal, weights and others. We are not able to do anything more here. Please make reference to our terms and conditions, Risk of Loss segment. *********************************************;
  

  Thank you. 

• Initial Complaint

  Date:02/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bag that was received on 2/7/23. Rebag's return policy is that a return must be initiated within 7 business days of receiving the item. I emailed their support on 2/8 requesting a shipping label. I followed up on 2/9 and did not hear back. I submitted a return request directly through their website on 2/13 without a response. I called their support on 2/14 and was told I received a return label in my email but they never sent it (not in spam folder either...).

  

  Business Response

  Date: 02/14/2023

  Good afternoon. 

   

  The return label has been sent to the customer, tracking #******************. 

   

  Please let us know if you have any other questions.

  Customer Answer

  Date: 02/14/2023

  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. Thank you for your involvement as I do not believe we would have reached resolution without your support. 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

  Customer Answer

  Date: 02/22/2023

  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:
  

  
  

  [Hi - I filed a complaint against Rebag for not responding to my return requests after a week of failed contact attempts and incorrect information received from an agent on their customer support call center. 
  
  They followed up with the BBB filed complaint and sent the requested return label, but they are now claiming that the return was never shipped back and the return would be void. I followed up with evidence that they had received my return the day prior to their return void warning and requested that they confirm receipt and let me know when the refund will be issued. They have once again stopped responding to my emails and I do not have confidence that they will process my refund since they are claiming the return was not received. Below is the screenshot of the proof of delivery. The package was received by Brian which I believe is Brian Rivers, Asst. Inventory Manager per Rebag's LinkedIn. Please let me know if any additional assistance can be provided regarding these issues. Thank you so much for your help so far! e]

  
  

   

  
  

   

  
  

   

  
  

   

  
  

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

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

  

  Business Response

  Date: 02/23/2023

  Good morning. 

  We received the package on 2/14 and the return was processed and completed on 2/21. Please check your Rebag account. Note that returns will be processed within 10 business days. 

  Please let us know if we can help with anything else.