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:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold a $15,600 Hermes Birkin 30 to Rebag and dropped it off at one of their stores. A week later, without providing any evidence, they refused to pay, claiming the bag was repainted. This is completely untrueI have never used the bag since I purchased it, and it was absolutely not refurbished. However, to avoid unnecessary disputes, I agreed to have the bag returned, knowing it would be easy to sell elsewhere.When I received the bag back, I was absolutely shocked. First, they had stolen the lock, keys, and Clochette that came with the bag. These accessories are valuable and can only be replaced at a Herms boutique with the original purchase record. The Clochette in particular is irreplaceableit cannot be purchased separately. Its outrageous that they would steal these essential and expensive components.Worse still, one of the corners of the bag was scuffed. When I sent the bag in, it was in pristine condition with no signs of wear. I have no idea what they did to it while it was in their possession, but the damage is *************** disappointed with Rebags handling of this matter and demand a proper explanation and compensation for the missing items and the damage caused to my bag.I have attempted to contact Rebag multiple times, but it has been impossible to get a response through any of their channels.I demand that the missing lock, key, and Clochette be returned to me immediately. These accessories were part of the original bag and were in the package when I dropped it off. Their removal is completely *************** addition, if Rebag insists on the claim that the bag was repainted, I require official and verifiable evidence from a qualified third-party authority. A statement from Rebag employees or internal assessment is not valid proof. Without such evidence, this accusation is baseless and damaging to me as a seller.

  

  Business Response

  Date: 03/27/2025

  Good evening. 

  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. Our fraud prevention team did a full review of the drop off and you did not include the accessories with the bag (confirmed by security footage). It was returned to you exactly how we received it. Thank you for confirming you received it back. 

  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]

   You stole my accessories and never returned themthis is outrageous. You pretended to buy my bag, then after receiving it, you made up an excuse to cancel the order. In the end, it was just a scheme to steal the accessories. Ive never seen a company like yours that blatantly steals from customers.
  
  
  Please provide video evidence showing that all accessories were returned when you sent the item back. Your company has surveillanceshow the proof.
  
  

  I am not talking about let you buy it! Im talking about returning all the accessories like keys and lock when you return it.

   

   

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

  
  Sincerely,
  
  ******* **
  
  
  
  
   
  

• Initial Complaint

  Date:03/17/2025

  Type:Sales and Advertising 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 was asked to perform a sales task ans was never paid for my work. i believe this busines to be a scam.

  

  Business Response

  Date: 03/18/2025

  Good afternoon. 

  We are sorry to hear about this. Unfortunately this business has no affiliation with Rebag or any of our subsidiaries. This was reported already to the relevant federal agencies and we hope they are able to take the proper actions and protect any receiving this misleading reach out. 

• Initial Complaint

  Date:03/13/2025

  Type:Sales and Advertising 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.

  Dear Rebag **************** Team,I am writing regarding my consignment that was sold on February 25, 2025 (Consignment Item #******/1). According to your policy, the pending sale status should only last for a 15-day period, but my consignment is still showing as pending sale despite it being sold more than 15 days since the sale date.I would appreciate if you could look into this matter and update me immediately.

  

  Business Response

  Date: 03/20/2025

  Good afternoon. 

  We are sorry for any confusion. Your consigned item under order 663 has not sold yet. There was interest but it was withdrawn. It will continue listed until it sells, subject to our terms of service. 

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

• Initial Complaint

  Date:03/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 12th I made a traded to buy order with Rebag. I sent two of my bags, one that I had previously purchased from Rebag so I was trying to take advantage of the 80% trade members value (which was a lie) and another bag which there received February 14th. They offer me lower than what was initially expected but I agree because Ive heard horror stories of Rebag shipping customers their bags back after denying a offer and it either wasnt their bag, it was in trash condition or it was a fake bag and also it could take months. So since I knew this I decided to just take the trade value and buy two other bags from Rebag. On February 18th both bags were delivered and I decided one just keeping one the LV hobo bag. I returned the other bag a ************** and the company received and signed for it February 26th. On February 27th I received a email that the amount I use to pay the balance that my credit didnt cover was returned back to my card (havent check to make sure) then they were supposed to put the refund of the bag I returned on my Rebag account. Its been 7 business days and there are refusing to put my money but but have relisted the bag on the site already. They are claiming that the credit was sent to the wrong email address, the purchase email address was *************************** and they sent it to ***************************m and Ive had this happen before and the manager fixed it within minutes. I believe this company is personally attacking me. I have the email to show this type of mishap has happened and it was fixed in mins. I believe anytime o use this company abs certain staff members see my name with any issues, their do not care to fix or resolve it unless I call a million times or email. This has become so stressful and has caused me some serious anxiety. Rebag has the worse customer service treatment. If you read the reviews Rebag is doing some awful and scamful things to customers. I believe Im being personally attacked!

  

  Business Response

  Date: 03/10/2025

  Good morning. 

  We are sorry to hear about this confusion. Looking into the accounts and order, this was already processed and applied to the correct account. The challenge is the original account you created has an invalid email. Our customer service manager sent a request to our fraud prevention team so they can close the original account with the incorrect email. They will contact you directly with next steps. 

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

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is an on going issue that Rebag is known for. I purchased a bag from them in Oct 2024 and it was scheduled to be delivered when I got back from my family vacation. While I was on vacation I got a email stating the bag was shipped out. I contact one of the managers by email and let her know that I was out of town for a couple days and gave her all the information. She tried to stopped the shipment but it was delivered to my house supposedly and signed by me. The manager ***** * knew that was impossible because I was not in the area so she filed an investigation with ***** and ***** deemed the package lost and not located. ***** * was then told to not make any further claims and to tell me the fake signature that she had proof of it being fake was the companies proof of delivery. This item wasnt at my home when I got home and with signature delivery of the person is not home ***** is supposed to try the next day and not leave the package at the address. ***** * was informed by her manager ******* to not continue helping me because this had happened before a year ago and they wish to not help and take a false signature as proof.

  

  Business Response

  Date: 03/05/2025

  Good evening. 
  

  We are sorry to hear about this confusion. But we are happy to help clarify this situation. 
  

  The only order you placed in October 2024 was the one ending in **** This order was shipped via ***** ending on **** and it was delivered to the correct address and signed for on 11/5/24. 
  

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

  
  

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sold my bag to Rebag about a week ago and they deposited the money into my Rebag account after authentication. However, when I tried to cash out that money into my bank account, it failed. I tried different bank and they were all failed. I emailed to that customer contact but no response. And when I tried to reach out to the person of seller service at the store I dropped off my bag to tell them that I want to take my bag back if it keeps unable to withdraw, and they stopped replying!

  

  Business Response

  Date: 03/04/2025

  Good evening. 

  We are sorry to hear about this situation. We've escalated this our customer service manager who will call you tomorrow morning and guide you through the security verification process to keep your account safe. 

  Customer Answer

  Date: 03/12/2025

  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:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/18, I shipped out two (2) purses that were accepted by Rebag to list for consignment. One was listed in my account within a week, but the other was still missing. The missing one had a consignment payout range of up to $2625. I contacted customer care via chat on 1/27, who confirmed they had received my package on 1/21 and was "starting the vetting process" and I should expect this to be completed by 1/30.I followed up throughout the month of February via email, as well as a phone call. The agent I spoke with on 2/14 also confirmed the package was in their facility and they were following up with the teams responsible. After multiple email follow-ups, on 3/3 they said they never received the package. I called on 3/3, and the agent I spoke with said that: (1) this was still awaiting an executive decision, and (2) based on the way packages are delivered to Rebag on pallets vs individual boxes, it could have gotten lost. I followed up via email again, with consolidated documentation and a request for either my package to be returned OR payment of $2625 to cover the lost item. They are refusing and said I have to file a claim with *****. *****'s tracking all says that my item was "safely and securely delivered" to Rebag.For a business that is centered around buying and selling LUXURY GOODS, this is a horrible customer experience, and I cannot believe they have an operational model where high-value items that get sent in can possibly go missing, without any responsibility taken by Rebag.I truly cannot believe they have an A+ rating from BBB given how many complaints and warnings I have now found about them. I was a longstanding customer; I will no longer do any business with them. And I want my money back, if they lost my product.

  

  Business Response

  Date: 03/07/2025

  Good morning. 
  

  We are sorry to hear about this situation. After looking into both of your last consignment orders, here are our findings. 
  

  Order ending on **** This item was received back on 1/21/25. It was inspected and listed right after. It was already sold and you were paid on 2/28/25. 
  

  Order ending on **** Unfortunately we never received this item. We are not able to list for sale something we never received or inspected. As explained by our customer service team, our fraud prevention team did a full investigation along with ***** and concluded that this was never received by us. Our team will make one more attempt with the carrier to see if we can help get any more information on this from them. Please also note that the value you are stating on this concern is not what was originally quoted for this item. It's much lower. 
  

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

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 19, 2025, Rebag rejected my ***** ***** 35 bag for no valid reason. The bag is in excellent condition, has never been modified, and was officially serviced by Herms in 2024. It is a high-value item, estimated to be worth over $9,000.Rebag's policy states that rejected items will be returned within seven business days. However, it has now been over two weeks, and my bag has not been shipped back to me. I have repeatedly contacted customer service, but each time I call, the associates tell me, "The warehouse will get back to you," yet I have received no follow-up communication regarding my bags ********* this point, it feels like Rebag is deliberately withholding my property, which is unacceptable and potentially fraudulent behavior. I am requesting immediate action to have my bag shipped back to me immediately.Resolution Requested:A tracking number confirming my bags return within **************************************************************************************** excellent condition.Assurance that Rebag will not withhold items from other customers in the future.If this matter is not resolved immediately, I will consider legal action and report this issue to consumer protection agencies.I appreciate BBBs assistance in resolving this matter.

  

  Business Response

  Date: 03/05/2025

  Good afternoon. 

  We are sorry that your item did not meet our minimum standards. Unfortunately we are not able to purchase or offer this item for sale. Our customer service manager will contact you today to coordinate the next steps. 

  Have a good day. 

  Customer Answer

  Date: 03/10/2025

  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:

  Below are the text for my original complaint on 03/03/2025 #******** On February 19, 2025, Rebag rejected my ***** ***** 35 bag for no valid reason. The bag is in excellent condition, has never been modified, and was officially serviced by Herms in 2024. It is a high-value item, estimated to be worth over $9,000. Rebag's policy states that rejected items will be returned within seven business days. However, it has now been over two weeks, and my bag has not been shipped back to me. I have repeatedly contacted customer service, but each time I call, the associates tell me, "The warehouse will get back to you," yet I have received no follow-up communication regarding my bags return. At this point, it feels like Rebag is deliberately withholding my property, which is unacceptable and potentially fraudulent behavior. I am requesting immediate action to have my bag shipped back to me immediately. Resolution Requested: A tracking number confirming my bags return within ***************************************************************************************** excellent condition. Assurance that Rebag will not withhold items from other customers in the future. If this matter is not resolved immediately, I will consider legal action and report this issue to consumer protection agencies. I appreciate BBBs assistance in resolving this matter. #Below are the new information on 03/06/2025 Today, Rebag called me, claiming that the bag had been lost by them. They still did not provide any shipping track information. They offer to pay me only $3,500. However, they quoted the bag for $9,235, and Fashionphile quoted the bag, independently, on 02/14/2025, for $5600. I have attached proofs both information. So offering only to compensate $3,500 is way too low and not fair, and I ask them to at least pay a fair market value for my lost bag. They have not get back to me.

   

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

  
  Sincerely,
  
  *** ****
  
  
  
  
   
  

  

  Business Response

  Date: 03/10/2025

  Good morning. 

  As we explained before, we are sorry that your item did not meet our minimum standards. This piece is fully repainted (recently) and this type of work is not typically done by the brand. We reserve the right to refuse items based on our guidelines and to keep our marketplace safe. Unfortunately we are not able to purchase this item or offer it for sale. 

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

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my ***** watch vauled at $1550 to rebag for a quote received the quote accepted the quote left my item with them to wait about a month to be told that they can't accept my item due to it not working. My watch was brand new never used and kept in the original box and was working when I left it with rebag. Now all of a sudden it isn't working. I am in need of an honest response as to what happened to my watch after it was left in the care of rebag.

  

  Business Response

  Date: 03/03/2025

  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. Thank for you for confirming you've received it back. 

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

  Customer Answer

  Date: 03/12/2025

  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]

   There was no resolution to the company addressing my complaint. They need to respond as to why they accepted my ***** watch at the store which means it was in acceptable working condition then weeks later they are saying my watch can't be accepted due to it not being in working condition. I am looking to resolve this before taking it to legal action, but if a civil judgment has to be made then so be it.

  Thank you for your time

   

   

   

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

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

  

  Business Response

  Date: 03/19/2025

  Good afternoon. 

  Your watch was received for inspection. After inspection it was concluded it does not meet our authenticity or quality standards. Unfortunately we are not able to purchase this item or offer for sale. The inspection was fully inspected and we stand by our conclusion. 

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

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my brand new with tags Chanel WOC to rebag. They quoted me $2565. After receiving and inspecting my bag they claimed there was hardware scratches, smell of perfume and interior stains. The bag has never been worn and is new with the original Chanel tags. They in turn offered me a lesser amount of $2150. I declined the offer and requested it be shipped back. The bag they sent back is missing the original Chanel tag; instead was replaced with a rebag tag, missing the card insert protectors, missing the tissue paper protectors that was on the inside of the bag as well as on the zipper. I need to be contacted immediately by management and either my ORIGINAL bag needs be sent back to me or you pay me the original amount I was quoted. Since you have damaged the bag since its original tag are not attached I can no longer sell to a different company as new with tags since you destroyed it and instead attached a rebag tag.I was hesitant to use your company after reading some bad reviews. But you quote me at $2560 which was higher than fashionphile, so I took a chance. After you received my bag you claimed it had a stain, scratches on the hardware (which is all still covered in plastic and was covered with paper until you removed it) and offered me 2150 instead, a terrible bait and switch After declining the ridiculous offer, I contacted you stating I was concerned about the condition the bag would be sent back to me, call it intuition. This needs to be rectified and I need to receive the original amount quoted.

  

  Business Response

  Date: 02/28/2025

  Good morning. 

  We are sorry to hear about this situation. After inspection of the item our team confirmed that this item is not brand new/never used. Its in overall good condition, but it has been used and shows minor creases and scratches in the hardware. But it also has perfume odor. Unfortunately we are not able to honor the original quote for a brand new item when it shows signs of wear and it has been used. Here is a helpful resource to properly state the condition of your item when requesting a quote: ************************************************

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