ComplaintsforReebelo

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an iPhone from Reebelo and it has a counterfeit battery.

  

  Business response

  09/24/2024

  Hi ****,

  We understand that you have concerns regarding the "Important Battery Message" and/or "Unknown Part" warning on your Apple device. 
   
  These messages are common in refurbished Apple devices and appear when repair work is done to the device. As you can imagine, refurbished devices may go through repairs (depending on severity) to ensure that the device works as intended. Our vendor's certified technicians use high-quality parts to repair or replace the device when necessary. Only an Apple Genius Bar or an ************************ Provider can replace a component without prompting these messages.
  
  We can see that you have returned the device under the 30 days return policy. Once the device has been delivered to our seller, we will process a refund within 2 business days. We will keep you posted on the status of you returns via the service ticket.

  Thank you.

  Customer response

  09/24/2024

   
  Complaint: 22325849
  
  I am rejecting this response because:  Reebelo sold me a counterfeit product and is now making me jump through hoops to get a refund.   They are requiring me to submit serial numbers and photos just to start the process.  They know what the serial number is because they sent me this counterfeit phone.  They are also refusing to refund my money until after they receive the phone.   This would leave me with no phone and no money.   Since they sold me a counterfeit phone, they have demonstrated they are untrustworthy.   
  

  They need to immediately refund all my money and send me a prepaid return label for their counterfeit phone.  
  

  Otherwise, I will be forced to have my credit card company issue a charge back for selling a fraudulent item. 

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

  

  Business response

  09/26/2024

  Hi ****,

  We would like to apologize for any inconvenience and I am so sorry to inform that we are unable to process the refund for your device until it has been returned to our seller.
  
  As per our policy, the original device must be returned and inspected before we can issue a refund. This allows us to verify the condition of the device and ensure it meets the criteria for a refund.
  
  We appreciate your cooperation and kindly ask that you return the device at your earliest convenience. Once the device is received, we will move forward with processing your refund promptly.
  
  Thank you.

  Customer response

  09/26/2024

   
  Complaint: 22325849
  
  I am rejecting this response because:

   

  Reebelo fraudulently sold me a counterfeit product.  Reebelo has my money and I all I have is a fraudulent item.   
  

  I no longer trust Reebelo.  I certainly dont trust their promise that if I send in this item they will eventually refund my money.

  This is why I left a 1 star review on TrustPilot.

  Reebelo needs to refund all my money immediately.  Then I will return their counterfeit item and change my TrustPilot review.

  If I do not receive a full refund and a return label, I will have my credit card company issue a charge back against Reebelo.

   

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

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 7, 2024 I purchased a watch from **************************. A few qdays after receipt of the watch, I requested information on how to return the watch. Hence proceeded a series of back-and-forth emails asking me for information photos more photos. Unfortunately, these emails have now been deleted. I never received a return label to return the watch, therefore on January 29, *********************************************************** **************************. I filed with my credit card and was given an adjustment. Believing the matter was resolved I waited for my refund. In August, I noticed on my Credit card statements. That I had been rebilled. I contacted Reebelo And they asked for the tracking number. Unfortunately, it was now six months and the tracking number was gone. I have contacted the post office and have not been able to get any more information. I am sending you a copy of the credit card statement with the re-bill and a copy of the **** receipt

  

  Business response

  09/19/2024

  Hi ****,

  We are so sorry for the experience you had with this returns.
  
  For any returns, we would always advise to reach out to our customer support so that we can provide you with a paid label so that we can track your returns and ensure that it is being refunded in a timely manner. 
  
  We have processed the refund for your order and have reached out to you separately today to confirm this as well. The funds should be reflected in your statement within 2-5 business days.
  
  Thank you for your open feedback. We appreciate this and will use it to further improve on our services.
  

• Initial Complaint

  09/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a iPhone SE 2022 unlocked phone however when I went to activate the phone it was locked to ****** This is false advertisement and put me through a lot of hassle. **************** is only available through email and have to wait at least one business day for someone to help me with the situation.

  

  Business response

  09/16/2024

  Hi *****,
  
  We would first like to thank you for choosing Reebelo and we are very sorry to hear that there was an issue with your purchase.
  
  We have checked and can see that our customer support team has assisted with a return for refund. We will keep you posted on the status of your returns through the separe email raised.
  
  We would like to thank you for your open feedback. We appreciate this and will use it to further improve our products and services.
  

• Initial Complaint

  09/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On August 18th I returned home and opened the package of a ******* note 20 ultra that I'd purchased as "acceptable" condition for $309, for work from Reebelo. The item was not boxed, or enclosed in protective wrap, just in a plastic sleeve inside a ***** envelope. And the device had a notch like gash in its front side edge of the screen that wouldn't even allow setup of the device, the entire screen was nonresponsive. My wife reminded me of their 30 day money back guarantee and so I sent an email to support for a return for replacement or refund for the device they sent me was in faulty condition. After giving me the runaround for nearly 3 weeks they refused my request. Even after all proof had been provided because they claim I didn't request it fast enough and said they require a 3 day max allowance to do this. When having gone over every word of my agreement and receipt as well as their guarantee all say 30 days and guarantee if a device is recieved in faulty condition or damaged they will replace it or honor a full refund. Neither of which they honored in this instance. Now I've lost 3 weeks of work without a work phone while waiting a resolution with them that obviously isn't coming, now I have to trouble my wife to dispute it with our bank as well to get our money back. I'm going to arbitrate against them due to the complete let down.

  

  Business response

  09/19/2024

  Hi *******,

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

  We have checked your enquiry and can see that the device was delivered to you on 7th of August 2024 and the first contact with our customer service team was on the 20th of August 2024.
  
  If a product has been damaged in transit, we will generally require a timely notification on this upon receiving the item and evidence of the damage such as photos of the packaging and of the damaged item. 
  The ************************************************************************************************************************* transit as this needs to be urgently reported to us as soon as possible.
  
  Upon further review of this request and as we did not receive complete evidence/photos, I am so sorry to inform that we will not be able to accept this device back for a return.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Absolute Scam:I am from ****** and purchased a refurbished iPhone for my elderly father in the ** (*****). I received a ***** shipping info somewhat quickly but the item was never delivered. ***** claims it was delivered by dropping a $350 phone off in front of some random building (!!). The building is 100% not my fathers house. No signatures. Cheapest shipping option was ***********, there were endless exchanges with Reebelo support by sending almost 20 emails. Reebelo has no interest in solving the case. Instead, they demand to receive copies of your personal ID/passport via a suspicious private US company. That is in violation of ** GDPR laws and applicable US laws. A copy of a passport is not necessary to realize that a parcel is missing and delivered at the wrong place.I will be reporting the company to my credit card provider and the state attorneys general office.I would like to ask for any help with my ************************** order #****** which never arrived to my father in *******.

  

  Business response

  09/19/2024

  Hi Dmitry,
  
  We are so sorry for the experience you had with your recent order.
  
  Our respective team has sent you a separate email with evidence & photos that the package was delivered to the shipping address provided. 
  
  With regards to providing further information (signature/ID), we completely understand your hesitation and have reached out separately to you via email on alternatives.  
  
  Once again, we apologize for any distress caused, and we truly appreciate your cooperation to have this resolved as soon as possible.

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My iPhone 12 was sent to Reebelo, and received by them on 7/6/24. I had contacted them via email beginning 7/21, and continued to follow up with them. I was told originally that I would hear back in 2 days, and then I stopped being responded to. I wasnt responded to until I completed two online reviews. I was then told that I would be paid within 3-5 business days, which has passed.

  

  Business response

  09/16/2024

  Hi ****,

  We are so sorry for the poor experience you had with the BuyBack program. 
  
  We have reached out to your separately last week to inform that the payment has been made for your device.
  
  We appreciate this feedback and will use it for further improvement so that such inconveniences can be avoided in the future.

• Initial Complaint

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 19 I sent an iPhone 12 to them to sell to them as a buyback. On Aug 22 after they inspected the iPhone they offered less money for it and I rejected the offer and they were supposed to send it back. They sent me a *** tracking number but to this day the iPhone has never shipped. I have contacted customer service via email multiple times and keep getting an apology but no resolution. For the last 4 days they will not even respond to my emails. So at this point they still have my iPhone and I have lost all the value of the iPhone and no way to get it back

  

  Business response

  09/11/2024

  Hi ***,

  We are so sorry for the experience you had with our BuyBack program.

  Our customer support team has responded to your ticket to inform that according to the tracking, the device has been delivered back to you on 7th September 2024.
  
  *******************************************************************************************************
  
  Once again, we apologize for any inconvenience caused. If you do require any further assistance, please do reach out to our customer support team at ************************************************************.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 9 I placed an order for an iPhone online. The merchant had the wrong address so I emailed them back and they told me to cancel that order and place a new one, which I did. It turns out two iPhones where shipped to me the first one I received it and the second one I declined and it was returned to sender via **** I have the confirmation from *** that the package was returned to sender, the merchant has no telephone number. We have been emailing back-and-forth and they refuse to refund me the money for the product that I did not want or receive. please help me.

  

  Business response

  09/03/2024

  Hi ********,

  We apologize for the experience you had with your recent order.

  We have checked and would like to inform you that your recent order US209975 has been refunded through a ****** chargeback that you filed.

  The refund has been processed successfully as per attached screenshot, and the funds should be reflected in your ****** account.
  Please check your account for confirmation of the refund.
  
  Once again, we apologize for any inconvenience caused and thank you for your patience.

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My order (Apple iPhone 11 Pro (x1)256GB - Space Grey - Fully Unlocked - Excellent)was placed on August 18th, 2024. I submitted a request for a change of address on my order on August 19th, 2024 and instead, Reebelo canceled my order without my permission. I contacted them, and they only provided the same discount code I used from the canceled order. Since the cancellation on August 19th, 2024, Reebelo informed me that a refund was initiated and the refund would appear on my account in 2-5 business days. I haven't received any refund ever since.

  

  Business response

  09/03/2024

  Hi *****,

  We are so sorry for the experience you had and we apologize for the delay.
  
  The funds should reflect into your account now as per attached document. Should you require any further assistance, please do reach out to our Customer Support team at ************************************************************

  Once again, we apologize for any inconvenience caused and thank you for your patience.

  Customer response

  09/03/2024

  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

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  there was an UNAUTHORIZED transaction that was made on 7/25/24 in the amount of $511.80 exactly for an iphone 13. which is being blamed on me when i had nothing to do with it, at all.i have emailed them several times for a response and explanation with a full refund of the money that was charged but never received any reply whatsoever.

  

  Business response

  08/26/2024

  Hi ***,

  We are so sorry for the experience you had. We have reached out to you separately via email to inform that a refund has been processed and it will take 5 - 10 business days for the funds to reflect into your account.
  
  Once again, we apologize for any inconvenience caused and thank you for your patience.

  Customer response

  08/27/2024

  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,
  
  ****************

*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. ↩