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:01/09/2023
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.
Rebag is a company where you can buy and trade luxury goods. I decided to sell and trade a bag on 12/30/22 and received a shipping label from the company. On 12/31/22, I shipped the bag through **** (I have receipt). On 1/4/23, I received an email from rebag with a photo claiming there was nothing in the box. My purse is missing. I called several times and they said they had to open a case with **** but not to worry, I will get my new bag (in which they also have $1400 of my money). I did nothing wrong. I should get my new bag sent now bc the end result will be the same. Either rebag stole the bag or **** did. None of this makes sense.
Business Response
Date: 01/16/2023
We've concluded the investigation regarding this incident including the receipts and information provided by the customer. After careful examination, this package has signs of tampering in transit and we will proceed to file a claim with **** using the receipt provided by our customer. As I write we are reaching out to ***************** to complete their sale and close this. We will handle this directly with ****.Customer Answer
Date: 01/24/2023
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:10/31/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got a quote for a price from Rebag to buy a handbag from me. This handbag was in pristine condition, as it was never used. It has been kept in a smoke free, pet free, perfume free home. It has never left my possession. I was offered $325 for the bag. I sent the bag to the company as required. Today I received an email that my bag offer was reduced to $255 due to wear and tear, heavy odor and hardware scratches. These reasons are 100% UNTRUE. This bag was never used. And heavy odor.absolutely NOT. And also, there is basically no hardware to speak of, so I dont even know where that came from. I now see many reviews here that state this bait and switch is apparently very common with Rebag. Is there nothing to be done about these unethical business practices? Now I have no idea how I get my bag back and if they are going to try to charge me for returning it. Thanks in advance.Business Response
Date: 11/15/2022
Hello,
Thank you for taking the time to share your recent experience with us. We were able to review your submission and we do see that the Excellent condition grade was unfortunately reduced due to the minor wear and primarily due to the presence of a heavy perfume odor. We value our customers on both the selling and buying side so we always try to be fair in regards to the price we can purchase base on expected condition. We apologize for the adjustment that had to be made to the initial offer, however we always give our customers the option to accept or decline a re-quote and we will cover the cost of the to and from shipping. We see that you accepted the re-quote price via your account and that you were paid out to your checking account the same day. Please do not hesitate to reach out if you have any questions and we will be happy to assist you.
Have a wonderful day!
The Rebag Team
Customer Answer
Date: 11/16/2022
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 becauseThis complaint has not been resolved because, after reading the response from ReBag, nothing has changed. They have completely falsified the condition of the bag I sent. That bag was NEVER USED. I reside in a smoke free, perfume free and pet free home. There WAS ABSOLUTELY NO PERFUME OR OTHER ODORS present in that bag. Of course, how do I substantiate that? Just by my word. I do not lie or falsify facts. Additionally, there were ZERO minor flaws. I do not know how they get away with this. The other FALSE FACT is that they return your bag at no charge. Oh, yes they do charge you if you want that bag back. I was told it would cost $10 to get my bag out of jail. I only accepted their final offer on my bag because I refused to pay the $10 on a falsified claim. So yes, they are correct when they say they paid me (at the reduced rate) and that I received the money. I state again, that my mission here is to get the full offered price for my bag that was in PRISTINE AND UNUSED CONDITON as was quoted online. I am also exposing the scam this company has going on. I now see many reviews that this is how they operate. They have your goods, they falsify what is wrong with the merchandise and then offer you a reduced fee for your goods. If you do not accept that, you have to pay to get your goods back. I want this company held responsible for their fraudulent business practices and to keep others from falling into it. They know how hard it is to substantiate anything once they have your merchandise. You are at their mercy, and they know it. Apparently, there are plenty of complaints but never any resolution. They continue to operate as always.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***********************
Business Response
Date: 12/07/2022
Hello,
Thank you for your response. We have honored the $70 difference in Rebag Credit as an exception for you. The credit can be used in addition to any discount or Rewards points. You can expect to receive an email confirmation.
Have a wonderful day!
The Rebag Team
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. I would have preferred to have the $70 in dispute returned to me in the form of cash/check, not site credit. But I will accept this settlement.
Sincerely,
***********************
Initial Complaint
Date:09/26/2022
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 number is #********. I requested a cancellation for this order, and it was approved and processed on September 13. Till now I have not received my refund yet. I was not sent a refund confirmation email to even confirm if they had actually put through my refund. Theres no way for me to validate their claim. **************** is not answering to my emails at all.Business Response
Date: 09/28/2022
Hello,
Thank you for taking the time to share this. We have reviewed your order and confirm that it was canceled on September 13th. We have voided the authorization using a card ending in ****. Can you please review your card statement as it could be that the pending charge dropped off, which means you will not see an additional line item for the refund, you may just no longer see a charge. We look forward to your confirmation.
Have a wonderful day,
The Rebag Team
Initial Complaint
Date:09/16/2022
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 package to rebag my label lv and I've called and called and called about my money I have got the run around for monthes and yet they keep saying the package never got there I dropped it in a box a drop box in ****** ** a nd want my moneyBusiness Response
Date: 09/23/2022
Hello,
Thank you for reaching out. We see that you submitted a new order on 9/19. If you are referring to an older order, we kindly as that you provide us with the *** drop off receipt via email so that we may further look into the shipment. We currently do not see any movement or drop off activity on the *** tracking # for the provided label for order #******. We only see that a label was requested. We look forward to hearing from you soon.
Warm Regards,
The Rebag Team
Initial Complaint
Date:09/14/2022
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 recently placed an order of Balenciaga phone holder on REBAG. The online description states that the bag is in excellent condition and looks like new. Despite being marked as final sale, I have ever intent to keep the bag. Upon receiving the bag I immediately notice that the strap of the bag has several cracks, prompting to concerns of durability. On the same day of receiving the bag I reached out to REBAG, explained the actual conditions of the bags, attached a few photos, and requested a prepaid return label. The next day I received a reply from customer service, telling me since this is final sale, they would not take it back. I called the customer service and told them that, although it 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. I then went back to the original product listing and confirmed that they made no mention of conditions of the strap (both in texts and pictures).Im still waiting for their reply but this is an extremely unpleasant experience. It appears that REBAG misled me to purchase this product and denied a return/ exchange/ repair, and this is simply not legal nor ethical. I quoted relevant federal and state laws and told them that if they dont 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. Please be very careful and exercise extra precaution when purchasing on REBAG. They may mislead you to buy something through their pictures and description, and then you are stuck with their non sense no return policy.Business Response
Date: 09/15/2022
Hello,
Thank you for taking the time to share your experience. We see that your return exception was approved and a return label was already provided to you. You can expect to receive a refund to the original form of payment once the return has been received and processed. We wanted to note that the stitched seam on the strap is not a reflection of wear or condition issues as this is how the strap for this model is manufactured and it is in line with new items for this model. Please feel free to reach out if there is anything further that we may assist you with.
Warm regards,
The Rebag Team
Initial Complaint
Date:09/12/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Cartier ring from Rebag. The website guarantees the authenticity of all of their items. Upon bringing the ring to a Cartier store, I was informed by the salesman that the ring was not authentic Cartier. I watched him type the serial code into his computer and and a different item came up for the code listed on my ring. I also took my ring to a second authenticator, an independent jeweler, who also informed me the ring was not authentic due to imperfections in the stone setting and location of the serial number and insignia inside the ring. This jeweler even wrote me a report. I informed Rebag about the issue and they are doing nothing but giving me the runaround. I am very upset because I spent a lot of money on this ring and it was supposed to be guaranteed authentic. Do not buy from Rebag. It is illegal to sell products claiming to be something they they are not.Business Response
Date: 09/15/2022
Hello,
Thank you for taking the time to share your recent experience. Please note that all of our items are Rebag approved and have gone through our rigorous vetting process. We take authentication very seriously. We kindly ask that you provide us with the analysis from a reputable professional ********************** in writing. The documentation should include a photo of the serial code for the bag as well as the company's contact information. We want to ensure that we are providing our customer's with the best shopping experience and that includes our Rebag Authenticity Guarantee. Once we receive the analysis from the ********************** or expert we will gladly escalate your concerns. Should the ********************** provide documentation that the item has discrepancies, we will reimburse the cost of authentication and provide you with a pre-paid label to return the item for a full refund. Please provide the documentation via email with the required notation of the serial code and item being analyzed. We look forward to your reply.
Many Thanks!
The Rebag Team
Customer Answer
Date: 09/16/2022
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 already supplied all of the above information and they keep giving me the runaround.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
***************************
Business Response
Date: 10/18/2022
Hello,
Thank you for reaching out. We see that we provide a return label to you on September 23rd to honor your return request. On October 1st, a full refund was issued back to you for the returned order. Please let us know if there is anything else that we may assist you with.
Have a wonderful day,
The Rebag Team
Customer Answer
Date: 10/19/2022
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:08/22/2022
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 agreed to trade two of my authentic designer items (Chanel sunglasses and a Louis ******* card holder) for Rebag store credit to be applied to an item I purchased. Rebag sent me an email on 07/29/22 confirming that they received my trade items and that my items would be vetted and my trade order processed within 1-2 business days. After receiving no further updates from Rebag for over two weeks, I contacted them on 08/16/22 asking for an update. A customer service rep confirmed that my items had been vetted but escalated the matter since my trade order was still listed as pending. After hearing nothing for three days, I contacted customer service again. However, they had no updates for me. Accordingly, as of today, 08/19/22, Rebag has had my items for three weeks (far beyond the 1-2 business days originally promised) and has failed to satisfactorily respond to my two inquiries regarding the status of my trade order.Business Response
Date: 09/01/2022
Hello,
Thank you for taking the time to share your experience. We are so sorry to hear of the delay with your trade order. We see that it was successfully processed on 8/22. We have gone ahead and added a credit to your Rebag account for the inconvenience caused by the delay. Please feel free to reach out if you need any further assistance.
Have a wonderful day!
Initial Complaint
Date:08/16/2022
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 ordered 2 bags from them and my shipment required a Signature it said it was delivered but no one signed for it so the *** Delivered my stuff without anyone Signing now Im out of over $1000 in Rebag Refuses to refund me my money they told me to take it up with *** when I never gave *** my money I gave my money to re-bag This is ridiculous and Im just wanting my money back this business is a fraudItems this shipment for order #********Business Response
Date: 09/01/2022
Hello,
Thank you for taking the time to share your recent experience. We are so sorry to hear that *** did not successfully deliver your Signature Required shipment. We do have a *** investigation process that we must complete prior to refunding. We see that *** Investigation process was completed on 8/30 and that a full refund was issued back to your original form of payment. Thank you for your patience. We apologize again for any inconvenience.
Have a wonderful day!
The Rebag Team
Initial Complaint
Date:08/15/2022
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.
Rebag sold me a fake Louis ******* bag at the price of $2655.91. Order number. I have submitted documentation from an authorized luxury authenticator stating the item is Not Authentic. I Initially contacted them via their website online chat which resulted in an email the next day asking for an authenticity letter which I sent immediately. This cost me $25 to obtain. It has now been 5 day with no response. I then called and was told I was out of luck as it was past their 7 day return policy ( by a few days at that). I have have sent multiple emails as well. I again talked to someone on their website chat option and was told my concern would be escalated but still have heard nothing back. They guarantee their items to be authentic and offer a refund if it is proven otherwise which I have done. I have made many purchases with them and am at their gold status which is suppose to give me priority customer service. What a joke that is! They have broken the law by selling a replica/fake item and stollen my money. An issue like this should be resolved the same day. Not a week or more laterif ever. I will be filing a dispute with my credit card company next. I have the documentation needed. All they simply need to do is a respond, send a return shipping label and issue me a refund for the bag as well as the $25 fee I have had to pay to have it authenticated by 3rd party(which they claim they will do on their website as well as in the initial(and only) email response they have sent me.)but all this is apparently too much for them to handle as a business who sells luxury goods and guarantees them to be authentic. They need to be shut down if they cant follow through with their guarantees. These are expensive goods and buyers are putting their faith in them but they are just taking our money and walking away.Business Response
Date: 08/15/2022
Hello,
Thank you so much for your patience throughout this process and for providing the requested documentation. A return label has been sent to your email in a separate thread. Once we receive the package back to our warehouse our team will process a full refund back to your original method of payment.
Please rest assured, authentication is an integral part of our vetting process. Every handbag undergoes an in-house multilayered evaluation by our authentication experts before it is Rebag-approved and listed for sale. Our team of experts have been made aware of your concerns and will re-review the item upon arrival.
Kindly provide your PayPal details and we will be happy to reimburse you for the documentation fees incurred.
We look forward to hearing from you!
Best,
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