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:04/17/2025

  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 returned my PlayStation 5 that has been stuck in transit for over 3 weeks and *** investigated for the package and already issued a claim for the package to Reebelo and Reebelo has been ignoring me for 2 weeks now. I would email them every couple days to even get a response but they would ignore my emails and pretend I dont exist. They do not care about there customers. Do not purchase at this store as they will take your money and ignore you when there supposed to give it back.

  

  Business Response

  Date: 04/23/2025

  Hi ********************** mentioned in the separate email provided, please be informed that after careful review and analysis of the evidence at our disposal, we have determined there was an attempt to defraud Reebelo. As a result, we have to classify this as a fraudulent attempt to obtain a refund. We have rejected the refund request.
  
  We take allegations of fraud extremely seriously and will not tolerate any attempt to deceive our company. We have a zero-tolerance policy for fraud and will take all necessary steps to protect ourselves from any further attempts. Be advised that any further attempts to defraud our company will result in us taking appropriate legal action. This could include: the filing of criminal charges, civil lawsuits, or other legal remedies as deemed necessary.
  
  We take every precaution to minimize false positives by working with multiple third-party vendors Stripe Radar, Signifyd, Ethoca, and Verifi who specialize in fraud detection. If these systems flagged this attempt incorrectly we apologize for the error, but we will not be reversing our decision.
  
  Reebelo Legal Team

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23219455
  
  I am rejecting this response because: Ive checked my email multiple times and have never received a email stating about any fraud and all I got was a manager telling me Ill get an update but then completely ghosting me and not giving any response for almost 3 weeks now and I had no choice but to resort to contacting the BBB as this terrible customer service that ********************** has would just ignore me and pretend like I dont exist. Also Reebelo have not shown me why Im getting accused of fraud when my package got legit lost and I have proof on the tracking that I sent it and that *** even provided the money for the lost claim but Reebelo decided to keep it for themselves which is honestly disgusting behaviour from a supposedly trusted business. This all together shows why Reebelo is NOT a trusted business as they have no plan on communicating with me and just plan coming up with an accusation and ignoring while you take the loss. I will now be filling a chargeback with my bank and showing them the evidence of my tracking and the emails Reebelo have sent to me and will be solving this without reebelo.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:04/16/2025

  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.

  Reebelo has refused to respond to my numerous attempts via the support email to receive the refund I am due. I have now contacted more than 10 times and need a reply before proceeding with further action.

  

  Business Response

  Date: 04/16/2025

  Hi ******,

  Thank you for reaching out.

  We have checked and can see that there is an order #US192338 placed in 2nd June 2024 which was returned on 16th June 2024. After an assessment, our vendor's records indicate that the serial number of the returned watch does not match the serial number of the watch that was originally shipped to you. Due to this discrepancy, the return was not processed and the item was returned to you. We have also emailed you separately on 26th June 2024 on this.

  We hope this clarifies and we apologize for any inconvenience caused.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23211981
  
  I am rejecting this response because: there has been judgement entered regarding this matter and I need someone from Reebelo to contact me to recover this 
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 04/23/2025

  Hi ******,

  Hope you are well.

  From the previous correspondence, we have not received a response from you. Please do contact our customer support team at ********************************** shall you require further assistance or clarification and we will assist accordingly.

  Thank you.

• Initial Complaint

  Date:04/16/2025

  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 purchased a phone and 2year warranty and they are not doing anything, they send another email.I have checked email Spam and filed claim through your website. I paid for a s20 ultra with a 24yr warranty. I have contacted you on the my account page filed a warranty claim. You state I will be contacted in 24 hours. This is a nightmare. God forgive you for how you rip people off. I need my phone repaired. I never got anything sent to me for the 24 month extended warranty I paid for. You claimed On your site when I bought the phone you stated 24 hour turn around. So why is my phone with a defective battery still in my hand when I contacted you about the phones issue, not because of me? I filed a claim with your company April 8, 2025. and I have been waiting now 4 days and nothing has been done on your end. I filed the claim with photos per website tab next to phone I bought. I am fed up with the runaround. I copied and pasted the claim I filed with you below. When is someone going to do there job? Reebelo] Re: Reebelo Order #US289720-Warranty-Quality Issue-ReebeloCare Yahoo/Inbox Ster (Reebelo US) From:********************************************************************************** To:***** ********* Tue, Apr 8 at 1:51 PM Your request ID : ************************************ *************)Apr 8, 2025, 10:51 PDT However, upon reviewing your order details, we noted that you wisely opted for the extended warranty. As a result, we encourage you to initiate an extended warranty claim for the damaged device by following the instructions below. This will ensure that your claim receives the attention it deserves, and we can assist you in resolving the issue promptly. Log in or create a Reebelo account using the email used to purchase the product Navigate to "My orders", locate the item and click "Warranty Claim"Complete the claim form with as much detail as possible If you have trouble initiating the claim online, let us know and we'll be happy to assist you with a manual submission.Regards,Ster ************* Expert

  

  Business Response

  Date: 04/23/2025

  Zarak(Reebelo *************) Apr 20, 2025, 18:30 PDT Hello *****, Please be advised that the refund is for the device value - the $50 servce fee. The amount provided to you is accurate. You will not be refunded the cost of the warranty. You can further liaise with Safeware about the repair. However, the current proposed solution is as per our policy. I hope this clarifies your concerns. Regards, *********************** Manager

  
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23211941
  
  I am rejecting this response because:

  They did not follow the protocol listed on there website. The device was defective The batter cracked the back plate/screen( which is not the extended warranty i purchased but is covered by the 12 month warranty that came with the device purchase. They are charging me $50 off my refund under the extended warranty i purchased when this does not fall under that.) They did not send me the shipping label and never saw the phone. Their website states that it can be taken to the nearest repair center but you can't. They are refunding me the phone as stated in the email but not refunding me for the taxes and fees on the phone and warranty. (The Total i paid was $264.48 on November 29th 2024 delivered december 6th 2024(5 months ago)) they are giving me $158 credit back to buy a new phone (Pay taxes and fees again and buy a new warranty) So i have to take $106.48 Loss on my first phone pay for a new phone on their website then repay the taxes and fees plus re purchase a new warranty making me more negative then i already am. plus leaving me without a phone while the new one comes. My closest ************* is 20 mins from me  i Called you break I fix and they said they can repair the phone for $200. So either Reebelo should pay for the repair because of their ***************************************************************************************** NOT  RIP ME OFF forcing me to  buy a new phone and warranty and loosing $106.48 on my original purchase. I did not damage the phone it was defective and i have spent hours back and forth with them via email since April 2nd and have been Recovering from back surgery and can not always check my email or respond right away because every time i am at my computer it hurts my back. so i have spent alot of painful time on this matter and it needs to be resolved right away!! and only the 2 options I listed are fair to resolve this issue.  Or option 3 give Back a full refund check in the amount of $264.48 and a pre paid shipping label to return the phone.  Thank you
  
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/16/2025

  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.

  ********. They sold me a phone with a bad screen (Verified by *****) they game me 7 days to return it but I didnt have a spare. So I traded it in (yep still paying ****** too) ***** offered me a $190 trade after they inspected. So the phone is worth 1/10 what they charged me for it. So thats what the phone is worth in Apples mind anyway. Id like a partial refund on this. You guys ripped me off. Whats worse is that you knew you shipped a c*** phone. Ive begun posting this story on yelp and on every review site I can find including ******.

  

  Business Response

  Date: 04/16/2025

  Hi *****,

  Thank you for getting in touch.
  
  We're sorry to hear that you experienced an issue with the refurbished phone. As part of our policy, any faulty device should be returned to us so we can assess the issue and offer a repair, replacement, or refund where appropriate.
  
  As the device has now been traded in with ***** and is no longer in your possession, we're unfortunately unable to assist further with this matter.
  
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23211604
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

   

   

  wrong theyre sending it back. Then you can have it back. Then Ill take my refund. You sold me a POS phone. There literally a message in the phone saying the screen isnt an apple screen.

   

  so we will be talking soon enough. 

  

  Business Response

  Date: 04/23/2025

  Hi *****,

  Do get in touch with our customer support team through your ********************** account to return the device for a refund. Please do keep in mind for the refund option, the device needs to be returned within 30 days of initially receiving the device from us.

  We will keep you posted on the status of your returns throughout the process.

  Thank you.

  Customer Answer

  Date: 04/24/2025

   
  Complaint: 23211604
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

   

  you mean postmarked correct? 

• Initial Complaint

  Date:04/14/2025

  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 ordered this computer from Reebelo, I accidently used an old email address that I no longer have access to so I have no way to track my order. There is no date on my confirmation page but I know I purchased the computer over 2 weeks ago and have not received it. I can not track it because it says I already have an account with my old email which I have never set up an account with my old email. I can't get a new password because I don't have access to that email. Anyways, I would just like a refund on the computer. I have no way to contact these people besides through here I guess.

  

  Business Response

  Date: 04/16/2025

  Hi ****,

  Thank you for reaching out to Reebelo Support Team.
   
  Upon checking, we can see that your order was automatically canceled due to potential fraud risk. Please note that we use ******** and ****** Radar to manage fraud risk as required by our payment partners **** and **********. This is due to the high levels of fraud in electronics and we have no influence on the outcome of the risk assessment. The refund will be reflected on your end within 3-5 business days.
   
  Signifyd and Stripe Radar will review all orders that come through our system and there are some occurrences where the order is flagged as fraud:
   
  - Some of the information on your order is suspicious
  - Your profile matches that of a similar fraud order they have previously seen
  - In most cases, the system might flag your order if you are using a credit card that has a different billing address than your shipping address
  - Or, if the name on either is different than the billing details of your credit card. 
  
  Hence, we would recommend checking with your bank if they can share any insights on why it got flagged as risky by our payment partners. You may also try to make another payment attempt using a different card/the same card and please ensure all the information entered is correct.
   
  We have emailed you separately on this as well and we hope this clarifies.

• Initial Complaint

  Date:04/09/2025

  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 purchased the phone off their website April 2nd 2025, delivered the phone yesterday April 8th 2025. Had problems with ***** delivery and delays. The phone was purchased for $744.57, a S24 Ultra that was supposed to work for T-Mobile but ended up not being paid off by previous owner so decided to scam me with this 'wonderful' time. They also tried to sneak a $699.00 charge, what the phone price was at before tax, and tried double charge but my credit card declined both transactions originally at first...Cant use this phone on any network including ******* until the origninal owner pays the phone off. Phone cosmetics are in what seem to be good condition. but The phone is locked to previous owners ******* account with an outstanding balance on the phone. Waste of time. Cant be used at all. I should be compensated for my time trying to purchase said phone and set up said phone, since it was listed functioning T-Mobile phone but wont work with anything but the previous owners ****, so therefore fraud. Please either unlock the device for me(ie, have owner pay off the device, (I am not the owner)). Or send me exact replacement to one that is actually looked over and unlocked and works. This is seriously unprofessional and against my rights. Who knows how many others are getting scammed by this company.

  

  Business Response

  Date: 04/16/2025

  Hi ****,

  We are so sorry for the experience you had with your recent order.

  We can see that the device has been returned and delivered to our vendor today, 17th April 2025. Please do allow them 2 business days to process the return and we will keep you posted on the refund request.
  
  Once again, we apologize for any inconvenience caused and thank you for your patience as we work to resolve this.
  
  

• Initial Complaint

  Date:03/30/2025

  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.

  Sent a pristine phone and they told me it was worth eighty eight dollars, and they gave me fifteen for it. Emailed me two times, one saying it was worth 15 the other said it was worth 10. They are just banking on civil disputes for $73 are a waste of time. They lied and said my phone had a burnt image in the screen. Which is not true.

  

  Business Response

  Date: 04/01/2025

  Hi ****,

  We are sorry for the experience you had. As you may know, the preliminary quote provided during the buyback process is not final. The final quote is dependent on the in-person inspection once your device reaches the buyback vendor's facility. Based on the inspection, the vendor may agree with the preliminary quote or provide a new quote for your review.
  
  If the new quote is not what you expected, you can decline it via the email notification you received. Should you decline the new quote, the device will be shipped back to you.
  
  I hope this is clear and appreciate your understanding.

• Initial Complaint

  Date:03/28/2025

  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 ordered a phone, but it has been stuck in 'dispatch mode' on the screen. I contacted customer support and asked them to investigate, but they claimed this situation is abnormal. Despite this, they refuse to issue a refund or send a replacement.They keep telling me to waitfirst a day, then two days, and now it's been nearly three weeks with no resolution. They still have possession of the phone, yet they insist I must wait for it to arrive before I can return it. This delay is unacceptable, and they have not taken any meaningful action to resolve the issue."

  

  Business Response

  Date: 04/01/2025

  Hi *******,

  We are so sorry for the experience you had with your order.

  We have checked and can see that a refund has been processed,we have also reached out to you via email to confirm on this as well. The funds should be reflected in your statement within 2-5 business days.
  
  Once again, we are so sorry for any inconvenience caused and we hope to serve you better in the future.
  

• Initial Complaint

  Date:03/25/2025

  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 26, 2025 I purchased a 2020 Macbook Pro 13" - ***** Core i5 1.4GHz - 512GB - Silver - 16GB Ram - Acceptable - 2 Thunderbolts 3 Ports for $366.45. Order #US362031 .. Once receiving my purchase I ended up receiving a 2017 Macbook Pro 13" - ***** Core i5 1.4GHz - 512GB - Silver - 16GB Ram - 2 Thunderbolts 3 Port with a horrible battery and charger. I sent out an email March 5, 2025 requesting a partial email for the distance of the prices with was $142. Reebelo then only offered a $25 partial refund. I then declined and asked for a full refund NO RESPONSE. This company is scamming and making consumers suffer. This is a violation of our consumer rights along with STEALING and false advertisement. Then when asking for empathy and just asking for them to make it right they don't this company needs to be shut completing down. ON TOP OF THAT THEY HAVE NO CUSTOMER SERVICE NUMBER TO CALL.

  

  Business Response

  Date: 03/26/2025

  Hi Deashira.

  We are so sorry for the experience you had for the recent order. 

  At this time, we are unable to offer a higher partial refund amount. However, as mentioned in the email we have provided you on 24th March 2025, we can process a full refund for you if the item is returned to us. Please do use the paid return label provided on 6th March *************************************************** the email. 
  
  Once we receive and inspect the return, we will issue a full refund to your original payment method. If you need any assistance with the return process, please dont hesitate to let us knowwere happy to help!
  
  We appreciate your understanding and look forward to resolving this for you.

• Initial Complaint

  Date:03/16/2025

  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.

  2/6/25 purchased refurbished iphone12 from reebelo.2/12/25 phone arrived, I activated it and the speaker to hear a caller through is very muffled and distorted.2/12/25 I contacted reebelo explaining speaker issue and to have the phone repaired under the 12 month warranty.2/13/25 Reebelo emailed back stating that I must clear the phone of my information, submit photos and return to them for repair. I requested they send me a loaner phone to use during the repair process. 2/14/25. Reebelo refuses to issue a loaner phone during repair. I responded and told them I will purchase a new phone from another company and return this one. I cannot, wait for them to fix and send back to me and go without a phone.2/16/25 Reebelo emailed a return label for phone.2/27/25 I shipped phone back using their label for return.3/4/25 Reebelo notified me that phone was received by them and it would take 1-2 days for the to process item for repair. I responded and explained that this is not for repair, I want a refund, as I already purchased a new phone from another company.3/10/25 Reebelo responded by email that they understand my request.3/12/25 Reebelo emails me stating that they are shipping the phone back to me because it cannot be repaired due to crack on back of phone. I responded again and stated Do not return the phone to me, the phone hearing speaker is not working, I already purchased another phone and there is no crack in the back of phone. (I have told them this same info. Over and over again). I ask for a customer service manager phone number so I can discuss my issues with someone. They respond telling me the warranty is voided and do not provide me with a contact number.3/13/25 I receive the phone back from Reebelo. There is no cracks on the back of phone as they stated. I just want my money refunded since they sent me a phone that didnt work right and I had to buy another one from another company.

  

  Business Response

  Date: 03/17/2025

  Hi *******,

  We are so sorry for the experience you had. As mentioned in our previous email, we have provided photos showing a crack on the bottom left side of the device, which unfortunately voids the warranty per our policy. Due to this, we are unable to accept the return for a refund.

  We understand that this may not be the resolution you were hoping for, and we sincerely apologize for any frustration this has caused. If you have any further questions, please dont hesitate to reach out via our Customer Support team.

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 23073589
  
  I am rejecting this response because there is no cracks in the screen.  The phone was returned in the same exact condition I received it in.  Even when shipping it back to me there are not any cracks.  There are scratches, which is exactly how the phone came.  I am still requesting a full refund.  This is unexceptable.
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 03/24/2025

  Hi ******,

  Hope you are well.

  We have carefully reviewed your case, and as previously communicated, we are unable to accept the return due to physical damage to the device. As per our return policy, accidental or physical damage is not covered under our return or refund guidelines. Please find attached the photos showing the condition of the device upon receipt for your reference.

  
  We understand that this may not be the resolution you were hoping for, but unfortunately, we are unable to process a refund in this case. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23073589
  
  I am rejecting this response because:  Again there is no physical damage except for scratches that were there when I received it.  I will move forward with processing a small claims court settlement.  
  
  Sincerely,
  
  ******* ****