Complaints

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:04/14/2025

  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 submitted pictures to Bag Borrow, or Steal submission #******, and ****** on 3/25/2025.Between April 3, and April 7 items were delivered, and an offer was made, however it was taking a little longer than anticipated. I called to make sure all was accepted. I was told ***, and their team was evaluating. IE: Total offer $310. The next day the amount was declined without reason, nor email.I called, and that is when they shared reasoning.I understand authenticity, however my issue is sending these bag , and we dont know if altered or not. I felt scammed as they had the bag, and made the offer. Now they decided to send back after days of handling my merchandise. When sent I enclosed receipts, and original tags these items were practically brand new. Their decision makes me question the ***************** Stores in which I purchased. IE: This can result in deformation.

  

  Business Response

  Date: 04/15/2025

  Hello *******,
  
  Were sorry to hear that your experience with Bag Borrow or Steal was unpleasant.Regarding the two items in question, our authentication team was unable to verify their authenticity at this time. Please note, this does not mean your items are not authenticonly that we could not confirm their authenticity with the information and details currently available.

  If we cannot 100% confirm the authenticity of an item, we have to pass on buying it to protect the customers who are purchasing the pre-owned items.

  The main issue we found with the items related to the interior tags not matching with our guides.  While this could simply be a manufacturing issue, we were unable to confirm that the tags had changed.

  All the best,

  Bag Borrow or Steal

   

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23204087
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Blue

• Initial Complaint

  Date:02/27/2025

  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.

  I sent 3 pair of ************* sneakers to Bag borrow and steal. They offered me $350 for each pair and stated the funds would be available in 3 -5 business days. Then on the 5th day it was all declined. I spoke to someone who said I will be notified once they ship it off but she couldn't tell me when. So my shoes are in limbo and the woman I spoke with said there isn't anyone else I can speak with. I want my items back in the same condition in which they were sent

  

  Business Response

  Date: 02/28/2025

  ******,

  We apologize for the poor communication.  Your items were shipped vis UPS 1ZE467W54290756860 and are estimated to be delivered tomorrow.

  All the best,

  Bag Borrow or Steal Customer Service

   

• Initial Complaint

  Date:12/05/2024

  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 rented a bag and took it to a *** drop off location where it was scanned prior to renewal date (Staples). I was charged a renewal fee plus another month of insurance while the bag was in transit despite being told by a customer service representative that I would be credited when the bag was received. I received confirmation that the bag was received. I called several times and could not reach a person. I left messages. I sent messages through their "contact us" section on their website. I responded to the email from the customer service representative, I sent 2 messages through instagram. I never received a response or call back since the one rep told me I would be credited when the bag was received. I would like to be fully refunded for the bag and insurance. It was a full month of charges in which I did not have the bag in my possession for a single day.

  

  Business Response

  Date: 12/06/2024

  *****,

  I sincerely apologize that our customer service team completely failed you on this issue.  We have refunded your renewal and insurance.  It has been processed on our side, but may take a few days for your bank to show the refund in your account.

  ******

  Customer Answer

  Date: 12/06/2024

   
  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.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/12/2024

  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 November 1 2024 submission number ****** was purchased from me in the amount of $280. It is now November ******* still no answer. The company has yet to remit funds to me via ****** that I am owed.

  

  Business Response

  Date: 11/21/2024

  We paid the ****** account - ******************************** on November 12th.  Please see the attached transaction from ****** and let us know if we can be of further assistance.

  Customer Answer

  Date: 11/21/2024

   
  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.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:11/11/2024

  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 havent received my payment of $410 no one is responding to the emails or calls?

  

  Business Response

  Date: 11/11/2024

  We will investigate why no-one has responded to your inquiry.  Your payment was made today.  Please let us know if we can be of any further assistance.

  Customer Answer

  Date: 11/19/2024

  Resolved

• Initial Complaint

  Date:10/09/2024

  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 submitted photos of my ************* handbag to sell to Bag, Borrow, or Steal. They replied to my inquiry with an offer to buy my bag for $250.00. I accepted the offer and shipped my bag to them. On 10/09/24 I tracked the bag and found they received the bag on 10/07/24. I logged into my account and saw they declined my bag without an explanation. I did not receive an email stating they received my bag either. Next to the declination there is a link for *** tracking. I clicked the link, but no tracking information was found. I emailed them and inquired about when my bag would be returned, because I have another offer on the table. I also informed them that they declined my bag after making an offer and did not provide an explanation. They replied to my email and stated they could not find the date code for my bag online. That is completely ridiculous, the date code is clearly in the pictures I sent, so whatever they needed to lookup online could have been done prior to making me an offer. They completely wasted my time and now they want me to wait around until they are ready to mail my bag, causing me to possibly lose out on another offer. They should have mailed my handbag immediately. Further, the date code for my bag is SD0065, which means the bag was made in the ************* in June 2005. The date code is not a unique serial number and older ***** Vuitton handbags of various styles have the same date code, because ************* makes multiple style handbags throughout the month. Bag, Borrow, and Steal are supposed to be experts, so they should know this and stop wasting peoples' time.

  

  Business Response

  Date: 10/11/2024

  We understand that getting an item returned is upsetting, however we also have to keep our reputation for authentic merchandise.  Unfortunately, in this case, our new customer service representative translated the notes incorrectly by stating that the item was denied because we could not find the date code which was not the issue we had with the submission.  Since we bear the cost of shipping the item to our facility and returning it we escalate all returns for a second option before finalizing our decision.  These are not decisions we make to inconvenience our submitters.  Ultimately, the team could not verify the authenticity of the item so we cannot purchase it and returned it.  The return tracking code is 1ZE467W54290574600 and *** says it will be delivered tomorrow.

  Customer Answer

  Date: 10/13/2024

   
  Complaint: 22403773
  
  I am rejecting this response because: Bag, Borrow, or Steal are liars. I submitted multiple photographs of the handbag and its very obvious the handbag is authentic. As they stated in the email I provided, they could not find the ** code online. ************* does not grant access to any of their systems where anyone can verify the authenticity of their products. ************* did began installing microchips in their handbags in 2021. Some people are downloading RFID apps to scan ************* bags, to determine if a bag contains a microchip. These apps dont give any information other than a microchip has been detected. They dont give details on the type of bag, the date it was made, or any unique identifying information. ************* is the only place the bag can be scanned to receive that information and authentication is not something ************* offers. The handbag I submitted would not contain a microchip because it was made prior to the use of microchips. Additionally, detection of a microchip in ************* or any designer handbag using a generic RFID app does not guarantee authenticity as counterfeiters have access to microchips and can install them in counterfeit handbags. Also, my handbag is made in the ***, counterfeiters dont use made in the *** on ************* handbags, they usually default to ******. I have witnessed customers ask ***** Vuitton sales associates if they have a made in ****** handbag in the back when being presented with a made in the *** handbag because they prefer a handbag from ******. A counterfeit handbag can be detected from photographs if the person viewing the handbag is familiar with the product. Bag, Borrow or Steal is incompetent and has no business dealing with expensive items. Here is a link to a handbag sold on Fashionphile: **************************************************************************, this handbag is the same as the handbag I submitted to Bag, Borrow, or Steal, the only difference is my bag was made in the *** in June ************************************************* ****** in May 2005. I have uploaded the photos I submitted to Bag, Borrow, or Steal for comparison. They knew the bag is authentic prior to making the offer. They changed their mind about wanting to accept the handbag, so their default to keep themselves from looking bad for wasting peoples time is to say they couldnt authenticate, because they know any honest person would not want them to accept a counterfeit handbag. The problem with this method is that they are being deceptive and at risk for exposure by people like me. The good thing is, the more they do this, the more complaints they will receive and the quicker they will go out of business. I am presenting this information, not because I desire Bag, Borrow, or Steal to accept my handbag, not because Im upset my handbag was rejected, but because Im angry that Bag, Borrow, or Steal is being dishonest. I want the Better Business Bureau to have thorough information, because my complaint wont be the last. I also want anyone who comes after me to understand that Bag, Borrow, or Steal is the problem, not them and to educate potential buyers/sellers regarding Bag, Borrow, or Steals lack of integrity. 
  
  Sincerely,
  
  Shaakima *****

• Initial Complaint

  Date:09/27/2024

  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 my item to BAG BORROW STEAL on 9/20 and I am still waiting for my payment of $600.00 They have purchased my bag and have yet to pay me. I have contacted them many times about this and I'm still waiting.

  

  Business Response

  Date: 09/30/2024

  ****** payouts are made within 3-7 business days.  The item was approved/finalized on Friday 9/20 and was paid out today.

• Initial Complaint

  Date:09/20/2024

  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.

  ******************************************* received my ************* Bag with a locker and key that are worth a lot of money. They rejected my bag for being resold even though I sent very detailed pictures of the items. In the pictures I sent them it included the lock and key and they didn't return the lock and key. I already contacted the customer support and didn't get any response. ******************************************* didn't return all the items sent. the lock and key is worth $450 and they are ignoring me now. I don't know how a business that scams people can stay active for 19 years.

  

  Business Response

  Date: 09/23/2024

  We have located the lock and key and it is being shipped today via UPS  1ZE467W54297740319.

  We apologize for any inconvenience

  All the best,

  Bag Borrow or Steal

• Initial Complaint

  Date:09/03/2024

  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.

  They received a handbag from me on 8/22. Received email that the bag was moved to purchase finalized on the same day. Was told payment would be received in 6 business days. It is now 9/03 and I have not received payment. They have had my item in their possession now for 13 days. I want my $1300.

  

  Business Response

  Date: 09/03/2024

  We apologize that the timeline has been confusing.  Your item was not processed until 8/26/24 so it has only been 5 business days.  Upon review, your payment is set to be processed today.

   

• Initial Complaint

  Date:08/27/2024

  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 received a quote of $1700 for a ************* high rise *** bag. I sent the item and it sat for almost a week after delivered and then was rejected along with tracking number that still has not been received. I have contacted this business via email and via phone and no response. Their lack of communication and faulty business practices is astounding. Confused customer wondering why the $1700 was never provided. I still have no bag, no money, no tracking number and no response from this business

  

  Business Response

  Date: 08/28/2024

  ******,

  We apologize for any delays you may have had during this process.  It looks like the bag was returned yesterday via UPS 1ZE467W54294272947 - Our system sent the email about the return tracking on the same day.  We only process returns once per week so that is why it took so long.  All of your other email communications appear to have been responded to in a timely fashion, but we will let our customer service team know about the issue so it doesn't happen again.

  All the best,

  Bag Borrow or Steal

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22205874
  
  I am rejecting this response because:
  I did not receive any contact back including via email or phone. Yes now my bag is showing tracking but the missing piece they are still not saying why I was not provided $1700 and the reason it was rejected. They didnt answer why????
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/10/2024

  Please check for an email (potentially in your junk mail) from our customer service department on August 23rd.  We responded to your inquiry on the same day about an hour after you sent in your question with the details of why your item was not approved.

  All the best,

  Bag Borrow or Steal

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22205874
  
  I am rejecting this response because:
  It is straight lies there is nothing in my junk and they are still not stating why it is rejected. Why would I go through all this. Their way of communication is not affective and simply state the reason it was rejected . Its still not being stated. Not a great company at all to not even give a simple response I cant make up a reason please state in this complaint why it was rejected. Its bs and Im tired of companies like this playing games with their customers 
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/20/2024

  ******,

  We apologize that the email didn't make it to you.  When we saved it to .pdf to attach it here we noticed that the first letter was missing from your email address so that is why you didn't receive it.

  We rejected the item because we were not able to confirm the authenticity.  When submitting items, we clearly state that we will not accept items that are not authentic.  The notice on our site right below the submit button reads as follows:

  By submitting an item to Bag Borrow or Steal for Consignment or Direct Buy, you are representing that the item is authentic. If Bag Borrow or Steal determines in its sole discretion, that an item you submit for Consignment or Direct Buy is counterfeit or not authentic, Bag Borrow or Steal will return the item to you and you authorize Bag Borrow or Steal to charge you a $50 Authentication Fee. We take Authentication very seriously and deal exclusively with authentic styles.
  WE WILL NOT ACCEPT ANYTHING THAT IS NOT AUTHENTIC.

  The item was returned to you via *** tracking 1ZE467W54294272947 and signed for on 9/3/24.

   

  Customer Answer

  Date: 09/21/2024

  this is the reason I say poor communication and definitely didnt effectively try to resolve this situation prior to this better business bureau complaint. The item is ******* authentic and was authenticated through another company prior. I purchased it at ***************** and still have the receipt. At no point did your company try to rectify this after numerous calls and emails. Now the complaint occurs and its false statements. Not very trustworthy and very misleading practices. I would love documentation from the authentication because it is Authentic. Instead of just saying they didnt want to pay me out for an item when it is *******00 authentic but Rebag found it authentic but your company could not authenticate? Please provide the documents stating otherwise or the money for my bag needs to be issued as stated. Due to this disrepnancy and gaslighting I will not do business with this company any further. However, theyre making false allegations when this bag is authentic and I have never purchase fakes! I have enclosed my salks receipt and information from Rebag as well. I have proved my bag is authentic and to say due to the luggage tag not the bag the luggage tag? Please provide authentication report your providing an email that states she authentication was faulty. Please provide the report . The $1700 should have been provided for the authentic bag instead they are making bogus false claims for some reason it wont let me upload my screenshots , if the better business bureau representative can contact me I can provide thank you 
  Complaint: 22205874
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****