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:02/13/2023

  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.

  I submitted two bags to Rebag on order #******. My items were received on 02/03/23. One was accepted (lowballed) and the LV Keepall 60 was not. As per their policy, the bag would be shipped back within 3 business days. It has been 5 business days, and I have yet to receive my item. I have called and chatted to get status with no info regarding the shipment of my bag. I demand to have my bag shipped ASAP as I need to sell it to another company!!! What a waste of my time!!!

  

  Business Response

  Date: 02/13/2023

  Good morning. 

   

  This item has been returned today under tracking ******************* 

   

  Please let us know if you have any other questions. 

  Customer Answer

  Date: 02/15/2023

  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:02/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently placed an order on 1/29 (Order # ********) for a ******************************* on REBAG. The online description states that the bag is in fair condition with "Moderate loss of shape, wear and scuffs on exterior, large stain on side, scuffs and small nicks on handles. Moderate wear and discoloration along opening edge, scratches on hardware." Despite being marked as final sale, I had every intent to keep the bag. Upon receiving the bag, I immediately noticed that there is a huge mold spot on one side of the bag. I promptly reached out to REBAG and explained the actual condition of the bag including sending a photo to the chat agent and via email to customer service. I requested a prepaid return label as this mold spot was not disclosed in their listing nor was the side of the bag with the mold photographed at all. The chat case was to be escalated to their corporate team and I was supposed to receive a response by 2/3. I also called customer service and was told to reach out to them via email as they could not transfer me to somebody who could help me. Although this item is final sale, per consumer protection law of federal trade commission, a retailer cannot use final sale as an excuse to deny return of a defective product. This product is not only defective but a health hazard. I confirmed on original product listing that the molded side was not photographed and I was misled by the company description of the bag. They made no mention of molded condition both in text and pictures. I am still awaiting their reply and this had been an extremely unpleasant experience, not to mention a hazard to my health. It appears that REBAG misled me to purchase this product and denied a return and this is simply not legal nor ethical. I quoted relevant federal and state laws and told them that if they don't accept my return, I would have to file a chargeback with my CC company on the T&C of receiving an item that is significantly different from the product description.

  

  Business Response

  Date: 02/07/2023

  Good afternoon. 

   

  We've reviewed your complaint. The condition described in the list matches with the actual condition of the bag. Attached is the image of the bag that our customer submitted and the one we have on file. The large stain on the side matches on the both images and it's properly described in the listing. This is was final outlet sale and we do not accept returns. However, we will make a one time exception and accept this return for a refund with site credit. Our **************** team will reach out to the customer tomorrow to confirm all the details. 

   

  Please let us know if you have any further questions. 

  Customer Answer

  Date: 02/16/2023

  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:

  Rebag has yet to provide me with an image that matches the condition that this bag was received in. As you can see in all of the images from the selling page (*******************************************************************************************************************), the mold spot was hidden purposefully. This is unsanitary and unprofessional. Mold was NOT mentioned on the product page and this condition is not as described, period.

  I do not want a site credit as I will never be shopping with this dishonest company again. I want to return this bag for a full refund back to my credit card otherwise I will open a dispute with American Express.

   

   

   

   

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

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

  

  Business Response

  Date: 04/25/2023

  Good afternoon. 

  This matter has been resolved with your credit card company already. Unfortunately this second attempt at another refund cannot be processed. 

   

  Customer Answer

  Date: 04/25/2023

  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:02/06/2023

  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 placed order #******** on the website, which is a Louis ******* fur jacket. After I received the jacket I noticed it had very serious problems and it was not as described on the website at the time of my purchase. The jacket has several tears in the fur, I can even see the lining inside and there are 4-6 holes in the surface of the fur and they are located on both sleeves and the back. These are not mentioned on the description page and they are very serious that I am concerned and question the authenticity of this jacket and Rebag's quality control prior to shipping. I have contacted customer service on January 29th and attached a couple of photo of the holes to prove it, but six days later I still have not received any response to my reference number ******. The description of this item does not match my purchase and I need a refund, and since I have not received a response to the solution, this is exceed their return policy time, according to the Federal Trade Commission's Consumer Protection Act, a product cannot be refused to be returned to a defective product under the pretext of a customary return time. This is an illegal sales practice and I hope to get a reply as soon as possible.

  

  Business Response

  Date: 02/06/2023

  Good afternoon. 
  
  
  We've reviewed this claim in-depth. This item was listed and sold as in fair condition at the time of the purchase: "Odor and wear throughout, restitched hood lining, moderate wear and discoloration on leather trims. Stains in hood and interior, moderate discoloration on collar and armpit linings, scratches and tarnish on hardware." Even though the condition was fair, the item did not have the new tear/s sent by the customer now. They received the item back on January 21 and our Return Policy allows for 7 days after delivery. Unfortunately we cannot accept this return given that is over our return policy timing and the condition of the piece changed while in the customer's possession. Attaching images of the before and after for your review. 
  
  
  Rebag's return policy: **************************************************************************************************************
  
  
  Please let us know if you have any further questions regarding this claim. 

  Customer Answer

  Date: 02/07/2023

  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]

  Hello,

  I have reached out the customer service on Jan 29th instead of 12+ days of delivery, and I kept sending follow up email after hoping get the response, but I did not hear any response until now. I accept the "fair condition" you described on the original list. but still, the tears are not new and do not mentioned on the website. The before photo you provide to me can not see any tears for sure, because when I hanged the jacket or wear it, the tear will covered by the fluffy fur, I provide the photo below to approve this. There are at least 3-6 different tears cover by fur and apparently they are not man-made, they are teared because the aging of this products. This situation do not mentioned in the description, and I would consider this is against the Federal Trade Law. Thank you.

   

   

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

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

  

  Business Response

  Date: 02/14/2023

  Good afternoon. 

  This "LV Hooded Button Up Jacket Damier Rabbit Fur" was thoroughly inspected by our fashion specialists and quality control teams. While reviewing the condition notes and photos throughout the inspection process we can confirm that the fair condition of the item was consistent with what was disclosed in the listing. We are adding a few more images here. The tears in the photos you sent were not there when we listed, sold or shipped the item. This is a change in condition after we delivered the order to you. Unfortunately we are not able to accept this item as a return. 

  Please let us know if you have any other questions. 

• Initial Complaint

  Date:02/02/2023

  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.

  Original purchase date was 11/30/2022. *** tried to deliver to my house, left a tag on my door to let me know it was taken to a pick up location, when I went to the pick up location numerous times, they never received it. Filed a complaint 12/21/2022 with ***, they sent paperwork to Rebag and ever since I have been on the phone once a week with rebag. They constantly tell me that they're still following up. I don't have the wallet and I am out 435 dollars. I don't know where else to go to get help. I will never order from this company again!

  

  Business Response

  Date: 02/03/2023

  Good afternoon. 

  We reviewed this claim today. This order was shipped to the customer back in December 2 under tracking #****************** with **** The carrier attempted to deliver the package several times but couldn't get ahold of the customer. The challenge is that customer initiated claim with *** directly instead of reaching out to us when it happened. We are attempting to retrieve the package with *** now. Given the time that has gone by we will do a one time good will gesture and refund this order now for $388.88 which is the amount the customer paid for the item. 

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

• Initial Complaint

  Date:02/02/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made an order on Jan.11,2023 order # ******** and as a rewards member I earned reward points and credits that I used towards this purchase . When I bought the item I have a bag that I traded but after sending it to them they said that they were not able to purchase my item so they had to collect the difference for the bag I am purchasing. I have used my 10% reward coupon, a $57 worth of my points and I also have a $100 credit. Because the bag I am trading fall off I decided to just cancel the item. I have reach out through text and chat MANY times but I am getting a run around because all the points $57 worth , $100 credits and my 10% reward coupon was not put back on my account.

  

  Business Response

  Date: 02/02/2023

  Good afternoon. 

  We've reviewed this complaint and the customer's account. Due to not accepting the adjusted quote for the item they traded in, our system automatically cancelled it. The account will be updated tomorrow morning and the reward points, special discount code and $100 credit will be updated into their account. 

  Please let us know if you have any other questions or we can help with anything else. 

• Initial Complaint

  Date:01/27/2023

  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.

  I submitted a Cartier Love Bracelet to Rebag for sale. Rebag made an offer that I agreed to on 1/12/23 for $2530.00 (order #******)I used the shipping label provided and shipped the bracelet to Rebag that day. Rebag contacted me to confirm receipt of the bracelet on 1/13/23. The confirmation stated that vetting would take 2-3 business days. On January 23,2023 I still had not received payment or any contact regarding the bracelet. I sent an email to customer service and received acknowledgment of its receipt (reference # ****** ) but still no response as of 1/26/23. I also reached out via the chat feature on the website today and was told someone would get back to me. It is now 6:01 pm and the business day is over. I have not heard from Rebag. I would like payment as quoted $2,530.00 for my bracelet or the return of my bracelet with the box and authentication papers that were provided by me when I shipped it. Copies of email confirmation and bracelet photos can be provided.

  

  Business Response

  Date: 01/30/2023

  Good afternoon. 

   

  We've received this item, inspected it and issue the payment for $2,530.00 - Confirmation ******** today for our customer. They will see all the details on their Rebag app. 

   

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

  Customer Answer

  Date: 01/31/2023

  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:01/23/2023

  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 Louis ******* bag from Rebag in October 2022. By January 2023, the bag has cracks in the leather trim in several areas. I did not even carry/use this bag on a daily basis. I contacted the company, and they stated that they could not do anything to resolve the issue.

  

  Business Response

  Date: 01/23/2023

  Good morning. 

  This item was purchased by this buyer in October 2022 and properly fulfilled/shipped to the customer. The customer is asking to return the item in January ************************************************************************* the past few months. Unfortunately, we cannot accept this item as return please make reference to our return policy (see link below). In regards the ware of the item while in this buyer care and custody, Rebag is a second hand reseller, so while we do pay the utmost attention to the quality and authenticity of items, we cannot be 100% sure how the item will wear once purchased. The previous owner, elements such as weather, how much weight is being put into the bag, and how the item is stored can ultimately affect the way the bag wears

  Rebag's return policy: **************************************************************************************************************

  Please let us know if we can be of further assistance here. 

   

  ********* ***
  ************
  
  *********
  ******* *** ****
  
  ***
  ******************
  *********

   

  Customer Answer

  Date: 01/24/2023

  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:

  [Your Answer Here]

   

  The business is selling fake/damaged (dry rotted) items.  This item was purchased and received in October 2022, and already cracked in multiple places by January 2023.  This item was not worn every day, and has only been kept in my home which has proper heating, cooling and ventilation.  In addition, I am not the only customer that has had this complaint with this business.  I believe that they know that they are selling damaged goods, and this is why their return policy is so short and unaccommodating.

   

   

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

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

  

  Business Response

  Date: 01/24/2023

  Good afternoon. 
  
  
  We've reviewed this claim in depth one more time. The condition of this item was properly disclaimed in the listing. When reviewing the photos sent by the customer, the creasing on the vaquetta trim can be seen in the images of the listing where this was purchased. Attaching images showing the condition on both photos. If for any reason the customer wasn't satisfied with the purchase back in October, they could have returned it to us within the timeframe covered by our return policy for a refund. Rebag is a second hand reseller, so while we do pay the utmost attention to the quality and authenticity of items, we cannot guarantee how the item will wear over time. Elements such as weather, how much weight is being put into the bag, and how the item is stored can ultimately affect the way the bag wears. Unfortunately the return period for this item expired a few months ago so we are not able to accept it back at this time. 
  
  
  Please let us know if we can assist with anything else. 

   

  Rebag return policy: **************************************************************************************************************

• Initial Complaint

  Date:01/17/2023

  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 submitted two bags to Rebag for authentication/inspection for them to purchase. One was accepted and the other one was not, and I was sent an email per their policy that it would be shipped back to me within 3 business days. It has officially been over 7 business days, and the two times I have chatted with customer service has led to no resolve, no information on the bags whereabouts, status, nothing. The customer service reps continue to give me the runaround and when I asked if they know if it is still in their position, I was told no. At this point, I am suspicious of Rebag for potentially keeping the bag without providing me compensation. I am filing this complaint in an effort to receive the tracking information and get confirmation that my bag has been shipped back to me. If not, I will be taking legal action against Rebag.

  

  Business Response

  Date: 01/17/2023

  Good morning.

  The rejected item has been packed and shipped this morning via *** to the customer tracking #******************. We've alerted the customer as well. 

  Please let us know if you need any other information for this one. 

  Thanks. 

  
  

• Initial Complaint

  Date:01/11/2023

  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 did a trade with Rebag back on December 15 they received my bags. They took my Burberry and charged me for the LV backpack they sent an email that it is to be shipped within 24 hours in December 26 the label was created and never got an email that it actually was. I called *** they said the package was never picked up. I have been constantly contacting them to get an update it wasnt until I called and told them Id report them that they decided to take some kind of action. I will never be ordering from them again. And theyre trying to tell me to wait **** days again. This website is a scam and rip off they refuse to give me my bag back and cancel the order like its my problem they cant resolve an issue after 2 weeks! Its been nearly a month since this purchase was done! I will continue to write terrible reviews on every website I can find to let people know how terrible this company is.

  

  Business Response

  Date: 01/16/2023

  After reviewing the incident internally, we've concluded that this package was lost by **** We will refund the client immediately and file a claim with **** 

• Initial Complaint

  Date:01/10/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase a luxury bag from this company last month. Was pleased with site and purse arrived upon inspection of the purse I could not locate date code that this purse brand inserts inside their bags to help authenticate it. This date code was advertised in Rebag pictures before I purchased it now I cant locate it inside the purse. I reached out to Rebag via email and received a quote of the companys policy about authentication process. I followed up with additional questions about where to find date code that was advertised in pictures and have not received a response in a few days. I tried to call company and was on hold until a message stated High call volume call back and phone hung up. Now Im reading all these awful reviews and hope I didnt get a fake bag. **************** response is slow to none and phone line is a joke. What can I do if this bag is fake and not as advertised? No one will assist and its never good when customer service team is not responsive to customers!

  

  Business Response

  Date: 01/11/2023

  Hi ******,

  Thank you for your note. We apologize for a delay in response. However, our team has reviewed your specific case. Date codes in Louis ******* bags can be particularly challenging to locate even for someone experienced with doing so. For the Galleria, the code is going to be stamped directly onto the ********* interior lining material, and these codes are known to be even trickier to spot as they often fade with use. We recommend using a flashlight and pulling the interior of the bag completely inside out and checking on the interior seam of the pocket with the flap. (See attached images). Because Rebag located the code during the authentication process, you can be assured your bag does indeed have one!

  Please let us know if you have any questions. Our customer service team has reached out to you directly as well.

  Best,

  ********* 

  Customer Answer

  Date: 01/12/2023

  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,
  
  ***********************