ComplaintsforRebag
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/19/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I agreed to sell a Chanel clutch handbag to Rebag for ******* I mailed my item off and Rebag received my item on November 6th @ 9:27am and signed by employee ***. Their policy is payout 5-7 business days. It is now day 10 and I am still waiting for my payout. I honored my end and mailed my item promptly and accepted the agreed price for compensation. Rebag still has not paid me for my item which they have in their possession. **************** doesnt have a clue and just try to buy time.Business response
11/20/2024
Good afternoon.
Your order ending on *** was completed and the paid directly to your wallet already. The confirmation was sent directly to the email in the account for security reasons.
Please contact our customer service team if we can help with anything else.
Customer response
11/22/2024
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 and the matter has been resolved.
Dear BBB,
Since my initial complaint against Rebag, there has been movement. On Wednesday November 20th, Rebag contacted me regarding my payout which was finally being resolved. Thursday November 21st, the agreed funds were wired into my account. The matter has been completed and resolved. Mind you, Rebag states on their website that the consumer receives payout 5-7 business days. Rebag received my item on November 6th, and I received my payout on November 21st(11business days/ 16 days total).
Regards,
*** ******
Initial Complaint
11/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Subject: Complaint Regarding Refused Bag - Request for Resolution Dear Better Business Bureau,I am writing to formally lodge a complaint against Rebag for their failure to return my bag after they refused my item.Order ID: #******** On October 31, 2024, I received an email from Rebag advising that it would take 10 days for the bag to be returned to me after they refused my item. However, as of today, November 18, 2024, I have yet to receive my bag. This delay has caused me frustration and inconvenience, and I have received no further communication or updates regarding the status of the return.I am requesting one of two resolutions:1.Rebag immediately returns my bag to me.2.Rebag compensates me the quoted amount of $615.I kindly ask for your assistance in resolving this matter promptly, as I have not received adequate support directly from the company.Thank you for your attention to this matter. Please feel free to contact me should additional details be required.Sincerely,********Business response
11/19/2024
Good morning.
We are sorry that your item did not meet our minimum standards. Thank you for your patience. Unfortunately we are not able to purchase this item or offer it in any of our channels. It has been shipped back to you via ***** under tracking ending in *****. The full tracking and shipping details were sent directly to the email in the account for security reasons. Please contact our **************** team if we can assist you with anything else.
Have a good day.
Customer response
11/22/2024
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 and the matter has been resolved.
Sincerely,
******** *********
Initial Complaint
11/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Accepted a 'trade' offer to send a bag I owned to them for a credit towards the purchase of a new bag. I was required to ship my trade within 3 days. Their commitment is that once received, there is a 5-7 business day turnaround. They've now had my trade item 10 days and it's been 8 days since the '5-7' period started. They claim the vetting process is taking longer. The trade item I sent still had the original Rebag tag so therefore it seems the process would not take longer than the committed timeframe. I've called, emailed and keep getting the response of 'it will be 48 hours more'. I've asked to cancel but they said it will take 10 days to refund my money. They are holding up quite a bit of my money without upholding their time commitment/policy.Business response
11/15/2024
Good afternoon.
We are sorry to hear about this confusion. Thank you for your patience. Your trade order ending **** was completed (After we received and inspected the item you traded) and shipped via ***** under tracking ending in ****. The full tracking and shipping details were sent to the email in the account. Please contact our customer service team if we can assist with anything else.
Have a good day.
Initial Complaint
11/12/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I offered an item to Rebag a very expensive bag (order ******). Rebag buying department ask me for more pictures in order to see condition and give the most accurate quote. I sent a total of 30 (thirty) pictures. Quote was given and I accepted it. I dropped the bag at Rebag Boutique in (*****), had to do that because labels Rebag provide for shipping, amazingly, are not insured. What means if an expensive item is lost, nobody will pay for that. Item was revised and received, updated in the system as received and ask to wait 5 business days for the vetting process. It took 3 (three) full weeks (21 days) to have an answer. The answer was item was rejected because was "not within Rebag's guidelines" With no further explanation, despite it was asked from our end. I perfectly understand it's up to Rebag if they buy an item or not an item; however I never expected this item would be rejected after I sent so many pictures from all angles in order to get an accurate quote. Also item is 100% authentic and condition is excellent, much better condition than many bags (same model and brand) Rebag is currently selling. Today It's been 8 days since item was rejected and I'm still waiting for the return, so I can go to pick it up. This full transaction so far is taking over a month and it seems it's going to pass another 2 weeks for me to pick my item up. A total waist of time, an awful transaction and it's not over yet. despite a lot of communication, Rebag just doesn't care! 1. Took 3 weeks for the vetting process when according to Rebag's policy shouldn't be longer than five business days.2. Rebag uses labels what are not insured (Total risk for the seller).3. Despite many communication about returning item fast (due to its value) not a positive answer I obtain after eight days.4. it's not over yet. I don't know what else to wait from Rebag.5. They don't follow their own handling time or policies.Business response
11/13/2024
Good afternoon.
We are sorry that your item did not meet our authenticity and quality standards. Thank you for your patience. Unfortunately we can't purchase this bag or offer it in any of our channels. It was shipped back to our Florida store today so you can pick it up tomorrow. Please contact our customer service team if we can help with anything else.
Have a good day.
Initial Complaint
11/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I contacted Rebag in the hopes of selling two ************* bags via their website. The buy-out offer they gave me was $515 for my ********************** Accessoires Monogram Canvas bag, & $235 for my ****************** Voyage Pouch Monogram Canvas GM Document Portfolio. On 09/09/2024, I accepted & sent Rebag my items (Order ID#******/1 - LV Monogram **************** ID#******/2 - LV Document Portfolio). On 09/18/2024 Rebag emailed that my items were received, & to please allow 5-7 days ********************* On 09/19/2024, a "Submission Update" email from Rebag stating "We are unable to purchase your ************ will be shipped back to you within 10 business days. Your items were rejected for the following reason:"Not within our internal guidelines". 10/03/2024 they emailed the details for my items being returned via ****** Tracking#:************. Once received on 10/08/2024 i opened the return box & found only one of the bags was, in fact, mine. The smaller, more expensive, LV Pochette bag was not returned to me. Instead, a cheap replica bag that only slightly resembled mine had been sent in its place. I contacted Rebag, first by phone, immediately after receiving & opening the box. I was hung-up on after two seperate attempts to speak with customer service & inquire about "my" bag. So I drafted a detailed email that explained the situation & complied with Rebags request for me to providers pictures of both my bag & the imposter bag. On 10/16/2024 I received an email that read: "Thank you for your patience as you awaited a response from us. After further review & investigation, we can confirm that the incorrect item was shipped. A return label has been attached for you to ship the item back to us. Once we have received the item, we will have the correct item shipped back to you." I again complied & sent them back their bag as asked. However I have still not received back my ************* Pochette bag & now i am unable to get a response from Rebag whatsoever.Business response
11/12/2024
Good morning.
We are sorry that your item did not meet our minimum standards, thanks for your patience. It has been shipped back to you today via ***** under tracking ending on *****. The full tracking and shipping details have been sent directly to the email in the account for security reasons. Please contact our customer service team if we can help with anything else.
Have a good day.
Initial Complaint
11/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 10/15, I used Rebag Trade to buy a Hermes Birkin bag priced as $11115.52. [Detail: $12805 (list price) + $668.7 (trade tax) - $640.25 (R+ price reduction) - $1824.71 (discount) + $106.78 (tax)] (proof attached in pic1). I traded 15 items (trade-in value is $9585) plus my Rebag credit $1530.52 to purchase Hermes bag (so total I paid is $9585 + $1530.52 = $11115.52). (proof attached in pic1). Then I shipped my 15 items to Rebag. On 10/31, Rebag adjusted values of my trade-in items, and asked me if I take their offers. I accepted 8 and declined 7 of them. It means they need to return 7 items back to me. Meanwhile, 8 Accepted items are valued as $6445, so I paid extra $3140 to finalize the trade of $11115.52 Hermes bag ($6445 + $3140 + $1530.52 = $11115.52). The 8 items I accepted to trade with Rebag are - Versace Mudusa Slingback ($265)- ***** Soho bag python ($700)- Bottega Veneta Acro Tote ($815)- ***** Rajah Tote ($1265)- LV Utility bag ($1220)- Saint ******* **** bag ($915)- LV Baggy denim bag($675)- ***** Zumi bag ($590).All 8 items values can be added up to exactly $6445 (detail: 265+700+815+1265+1220+915+675+590 = $6445), which is same as my final trade-in value for Hermes Birkin bag ($6445 + $3140 + $1530.52 = $11115.52).But now Rebag system mistakenly included my another item Versace Medusa Aevitas Platform, and valued it as $225. They claimed that I traded in 9 items instead of 8, and refused to return me this versace shoe. This doesn't make sense, if this item is included, total trade-in value should be $6670 (265+700+815+1265+1220+915+225+675+590 = $6670) (proof is attached in pic2). But I already paid $3140, it means I paid $3140 + $6670 + $1530.52= $11340.52 for this Birkin bag. It's wrong because the Birkin price is $11115.52. Hence, I kindly request Rebag to return my Versace Medusa Aevitas Platform, or refund me $1858 if they want to take my shoes, because this shoes is brand-new with tag, and retail price is $1858.Business response
11/09/2024
Good morning.
We are sorry that a group of your items did not meet our minimum standards to complete your trade order. Thank you for paying the difference. The new item was delivered to you and as you discussed yesterday with our customer service manager you want to keep it. As for the 7 items you wanted to trade in and we had to reject, they were shipped back to you via ***** under tracking ending on *****. The full tracking and shipping details were sent directly to the email in the account for security reasons. Please contact our customer service manager if we can assist you with anything else.
Have a good day.
Initial Complaint
11/05/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
****** I was told by rebag that since this submission didnt meet their guideline they will be sending the bag back I stil didnt receive the bag back Please send it to *********************************************Business response
11/05/2024
Good afternoon.
We are sorry that your item did not meet our minimum standards. Thank you for your patience. It has been shipped back to you via ***** under tracking ending in ***** The full tracking and shipping details were sent directly to the email in the account. Please contact our customer service team if we can assist with anything else.
Have a good day.
Initial Complaint
10/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I shipped an Hermes necklace to them because they were going to buy it for $245. On 10/11, after receiving the necklace, they rejected it. The item is supposed to be shipped back to me within 7-10 business days. I have not received the necklace back as of today and have not heard back from them regarding the emails I sent them. I would like my necklace back since they did not buy it. They cannot keep it.Business response
11/01/2024
Good afternoon.
We are sorry that your item did not meet our authenticity or quality standards. Unfortunately we are not able to purchase this item nor offer it for sale on any of our channels. It has been returned via ***** under tracking ending in *****. The full tracking and shipping details have been sent to the email in the account. Please contact our customer service team if we can assist with anything else.
Have a good day.
Customer response
11/05/2024
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 and the matter has been resolved.
I have received my necklace back. You can close this case. *********
****** ******
Initial Complaint
10/30/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I submitted my ***** bag for consideration september *******,got an ******** arrived to them september 30,******* bag sat there until they acknowledged it oct 7,it was alleged to take a week to evaluate it.I reach out to them several times but after me reaching out on oct 15-i was told my bag was rejected and they have 10 business days to send it back.that date has come and gone.I want my purse back.i reach out to them today and they keep saying they will escalate it to the proper person-if you rejected my bag-send it back to me,i keep getting the runaround.i have all email correspondence if needed.Business response
10/31/2024
Good afternoon.
We are sorry that your item did not meet our minimum standards. Thank you for your patience. Our team has shipped it back to you via ***** under tracking ending *****. The full tracking and shipping details were sent directly to the email in the account. Please contact our customer service team if we can assist you with anything else.
Have a good day.
Initial Complaint
10/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I dropped off my fine jewelry at Rebag on 9/25 and did not receive an update until I called customer service multiple times. Finally, on 10/17, I was informed it had been refused. Today is 10/30, and they still havent shipped it back. A complete waste of time.Business response
10/30/2024
Good afternoon.
We are sorry that your item does not meet our minimum standards. Thank you for your patience. It was shipped back to you via ***** under tracking ending on ****. For security reasons the full tracking and shipping details were sent directly to the email in the account. Please contact our customer service team if we can help with anything else.
Have a good day.
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Customer Complaints Summary
412 total complaints in the last 3 years.
302 complaints closed in the last 12 months.