ComplaintsforRebag

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Initial Complaint
09/27/2024
Complaint Type:
Delivery Issues
Status:
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.
I sent 2 packages to Rebag, details on each package as followed. #1 Order #******,It contained 2 sets of the LV Multi Pochette Stardust ?$1650 - Large Pochette + Strap only ?$1650 - Large Pochette + Strap only Total $3300 Each of them was in 2 separate zip lock bags.#2 Order #****** It contained 4 items (I even left a bright pink sticky note explaining what were in the package) ?$635 - Small Pochette Stardust ?$635 - Small Pochette Stardust ?$500 - Braided chain strap ?$500 - Briaded chain strap Total $2270 The total value of both packages combined = $5700 However, Rebag claimed that items in both packages were missing, which is very odd. Items in both packages were taken out but not all of them? Funny how the missing items that they claimed could have completed one set of the bag. FYI, all items I sent were from 2 full sets of LV multi pochette stardust, I separated them into 2 quotes to get higher buyouts. Anyway, the items they claimed they didnt receive were one large pochette, small pochette and strap (which werent in the same box). I suspect someone had open both boxes and took a few items from each box and make it one full set. Unfortunately, Rebag will not provide footage of how packages were received. After I tried to ask multiple times for an update, they said one package was in a bad shape, no explanation/proofs were provided again. They suggested me contact the mail carrier ***** but having no proofs of how items were received is really giving me no chance of winning a claim. Rebag will not provide any evidence or whatsoever. How can someone trust them and send them their valuable items if they will deny to take responsibility or even help their customers file a claim.
Business response
09/27/2024
Good afternoon.
We are sorry to hear about this situation. Thank you for your patience. Our fraud prevention team has done a full review of this situation including the security footage of when your package arrived. The package was sealed and when it was opened there was nothing inside. Unfortunately we are not able to share security footage for labor and privacy reasons unless the is a proper investigation by the authorities. You should contact your insurance company and provide them all the footage, receipts and evidence of what was shipped and handed off to the carrier. If you have any other questions, please contact our **************** team.
Have a good day.
Initial Complaint
09/26/2024
Complaint Type:
Delivery Issues
Status:
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.
Sold my bag to rebag and delivered on 9/10. They didn't review it until 9/16 and evaluate until 9/17. It It comes back with "not accept" and not processing return. The 10 business days doesn't count until 10/2. Holding my bag for 1 month! It is certainly unacceptable. I would never do business with them. Fashionphile quote is $100 lower but with much better service!
Business response
09/27/2024
Good afternoon.
We are sorry that your item did not meet our authenticity standards. It has been shipped back to you via ***** under tracking ending on ****. For security reasons the full tracking and shipping details have been sent to the email in the account. If you have any other questions, please contact our **************** team.
Have a good day.
Initial Complaint
09/25/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I recently purchased an expensive bag from Rebag, which shipped the item via *****. Although ***** claims the package was delivered, I never received it.I have reached out to Rebag for assistance, but they have been unresponsive and have not provided help in resolving this issue. I am seeking their support to either locate the missing item or offer a refund.
Business response
09/26/2024
Good afternoon.
We are sorry to hear about this. Thank you for your patience. Our fraud prevention team did a review of this request. The item you purchased on order ending on ****, was shipped on 9/12/24 and delivered to the right address on 9/16/24 (see attached). This is the first communication we receive from you that the item might be lost after delivery. While reviewing all of your communications with our **************** team, we only found your request to return them item so you could repurchase it with a different credit card. We've also alerted the credit card issuer with all the details and communications as well.
If we can help you with anything else, please contact our **************** team.
Have a good day.
Customer response
09/27/2024
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:

I requested on the order #********, which is not the one (#********) described by the Rebag. As for #********, I have returned the item without receiving the refund.

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

Sincerely,

****** **

Business response
10/02/2024
Good afternoon.
Thank you for being a Rebag customer. After reviewing your account we can confirm that the refund for order ******** was already processed on 9/28/24 directly to your original method of payment. Credit cards issuers can take from 7 to 10 business day to reflect the credit. Please contact them for an update as the refund to them as already confirmed on 9/28/24. Please contact our customer service team if we can help with anything else.
Have a good day.
Customer response
10/04/2024
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
09/24/2024
Complaint Type:
Delivery Issues
Status:
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.
DATE: 7/25/2024 AMOUNT: $5465 CONSIGNMENT OF A ************ THIS COMPANY IS RESPONSIBLE FOR THE LOST BRACELET THAT THEY HAD TO SHIP NBACK AND NEVER DID. NOW THEY REFUSE TO INDEMNIFY AND COOPERATE.
Business response
09/25/2024
Good morning.
We are sorry your item did not meet our minimum authenticity or quality standards. Thank you for your patience. The item was already returned to you via ***** under tracking ************ which was delivered to your address and signed for (see attached). Here are some helpful resources for rejected items.
******************************************************************************************************************
*************************************************************************************************************************************
If you have any other questions, please contact our **************** team.
Have a good day.
Customer response
09/26/2024
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]
This scam company send me an empty box. There was no product inside and i dont need tracking or delivery status if the box was just an empty box.

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

Sincerely,

******** *********

Business response
09/30/2024
Good morning.
We are sorry your item did not meet our minimum authenticity or quality standards. Thank you for your patience. The item was already returned to you via ***** under tracking ************ which was delivered to your address and signed for (see attached).
Here are some helpful resources for rejected items.
******************************************************************************************************************
*************************************************************************************************************************************
If you have any other questions, please contact our **************** team.
Have a good day.
Customer response
10/01/2024
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]
It is so pathetic that whoever responds to my complaint, copy pastes the same message for days. Dont bother to respond anymore because Ill see you or representatives of rebag at court. Date is set and your registered agent has been served.

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

Sincerely,

******** *********
Initial Complaint
09/20/2024
Complaint Type:
Delivery Issues
Status:
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.
I submitted by bag to be reviewed by rebag to make an offer on 8/11. On 8/12 I received an offer of $1,125 for buyout which I accepted and shipped. 8/21 Rebag confirmed via email they received my bag and it would be 5-7 business days processing. 8/30 Rebag notified me they wished to change the deal dropping my offer to $1.090 which I declined promptly. The email that followed stated my items would be "shipped back within 10 business days." Today marks the close of the 15th business day and Rebag has not shipped my item. Order ID #******** I would like my bag or a payment of the original agreed upon value of $1,125
Business response
09/23/2024
Good morning.
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 on ****. The full tracking and shipping details have been sent to email in the account for security reasons. If you have any other questions, please contact our **************** team.
Have a good day.
Initial Complaint
09/18/2024
Complaint Type:
Product Issues
Status:
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.
I sent a designer purse to rebag for resale and it was returned with damages.The purse arrived not inside its protective dustbag cover. No polymailer was included. There are several discolored spots on the leather.
Business response
09/19/2024
Good morning.
We are sorry that your ********************* Cabas Drawstring Tote Leather Small" did not meet our minimum standards. Unfortunately this item cannot be purchased and should not be offered for sale. The item was returned to you in the same exact condition we received it. Thanks for confirming you received it already. If you have any other questions, please contact our customer service team.
Have a good day.
Customer response
09/19/2024
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:

Dear Rebag Support Team,

I am writing to follow up on my recent claim regarding the damages to my purse. I was disappointed to hear that my claim for compensation was denied, despite the clear evidence of damage.
I have attached photos to this email. The first photo shows the original color of the leather, while the subsequent photos highlight the faded leather spots and imperfections that were not present before the purse was sent to you. These damages significantly impact the condition and value of the item.
I am requesting a reconsideration of my claim and appropriate compensation for the damages to my purse. I look forward to your prompt response to resolve this matter.
Thank you for your attention.
In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

********* ******

Customer response
09/24/2024
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:

Dear Rehab Team,
I am writing to follow up on the denial of my claim for reimbursement, in which it was stated that the item was inauthentic and arrived in its current condition. I want to clarify that the photos I submitted were taken before I sent the item.
To resolve this matter, I respectfully request that you provide photos or any other documentation showing the item's condition when it arrived at your facility. This will help clarify any discrepancies and ensure transparency in this process.
Thank you for your attention to this matter, and I look forward to your prompt response.

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

Sincerely,

********* ******

Business response
09/24/2024
Good morning.

We are sorry that your ********************* Cabas Drawstring Tote Leather Small" did not meet either our authenticity and quality minimum standards. Unfortunately this item cannot be purchased and should not be offered for sale. We can reconfirm that the item was returned to you in the same exact condition we received it. And it arrived with several conditions.
If you have any other questions, please contact our customer service team.

Have a good day.
Initial Complaint
09/16/2024
Complaint Type:
Product Issues
Status:
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.
My original order was for two items and was purchasing them via a trade. I sent in my trade immediately as requested on 8/21/24. As per the ***** tracking my package with my trade arrived to Rebag 3 days later. It took them over 10 days to review it and when they finally decided they were not going to accept it - so I canceled the purchase immediately. The reason for not accepting the bag was "heavy discoloration on exterior" - which makes me believe they have my bag confused with someone else's. Mine was in almost brand new condition. I have multiple photos taken just prior to sending it in. They have now been holding on to my bag since that time and provided no tracking information other than vague responses saying it generally takes 10 days to return. There is no reason that almost 1 whole month has gone by with little to no information provided and at this point I have no idea if they are returning my bag, what condition they are now returning it in and if they are even returning the correct bag. The lack of communication and speed (or lack of speed) of this transaction is unacceptable. Poor customer service!
Business response
09/17/2024
Good afternoon.
We are sorry that your item did not meet our minimum standards. Thank you for your patience. When you placed this order, you stated that the handbag was in mint condition. But receiving and inspecting the item we can confirm that it is not really in good or sellable condition. This items shows heavy discoloration in the exterior (surface of the external material). This could have happened overtime depending on how the item was stored and/or cared for. That is why is very important to state all conditions when requesting a quote. The item has been returned to you via ***** under tracking ending in 9833 The full shipping details were sent to the email in the account.
Here are some helpful resources on selling guidelines and rejected items.
************************************************
******************************************************************************************************************
*************************************************************************************************************************************
Have a good day.
Initial Complaint
09/11/2024
Complaint Type:
Order Issues
Status:
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.
What a scam. They offered $765 for my Chanel wallet. It is in pristine condition. Once it arrived they only paid out $595. I cashed out because I had to cover for the wallet. Emailed them to pay out the remaining of my balance but was told theres nothing they can do because I cashed out.How about some decency and pay out the rest of the offer.Email literally stated it was completed for a lower amount, cant do anything anymore since you cashed out. Yes you can, pay out the remaining balance thats missing. I didnt agree on receiving $595 for an almost brand new Chanel flap wallet
Business response
09/12/2024
Good afternoon.
We are sorry to hear about this. Thank you for your patience. While reviewing your order ending on ***, we found that the item did not arrive in the same condition you described on the quote (mint). The item is used and show signs of ware and the following conditions: Odor in interior. Moderate scuffs, creasing and wear on exterior and in interior, heavy indentations in interior, scratches on hardware. The funds have already been paid and you withdrew them. Unfortunately there is nothing else we can do for this particular bag. If you have any questions, please contact our **************** team.
Have a good day.
Initial Complaint
09/08/2024
Complaint Type:
Product Issues
Status:
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.
I purchased a Louis ******* bag in March from rebag. they have a program where they will buy it back after 6 mo, 12 mo, ect. I had sent it back through ***** on May ******* where on June 2nd it was lost(per *****, will be filing another complaint against ******* tracking number ************. I was advised by ***** to contact rebag and have them provide a shipper waiver due to them providing me the return label so ***** can reimburse me for the lost package. rebag states they don't do that and also wouldn't write a letter to ***** on my behalf for the claim. therefore ***** can't reimburse me and my package is lost.
Business response
09/10/2024
Good morning.
We are sorry to hear about this situation. Thank you for your patience. Unfortunately we are not able to certify what was shipped or when as we never received or had the change to inspect the item. You should contact the carrier or your insurance directly with all the videos, photos and receipts of when you packed and shipped the item. If you need help with anything else, please contact our customer service team directly.
Have a good day.
Customer response
09/19/2024
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:

I was sending/a bag to rebag after purchasing this bag from ********************************* to a promotion they were offereing for bags purchased from them with 6 months could be traded back in to them for a quoted price
(inifiity exchange ),purchase order #******** , (submission order #******) which is the same bag that was purchased from them and sent back to them for the promotion offered. this transaction is the one that never made it back to them. that is why they had provided me the shipping labelto send it to them. they are saying they don't provide shipping waivers. i have ***** who is the carrier used who lost it working on it too. these are photos from the transactions

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

Sincerely,

***********************

Business response
09/19/2024
Good morning.
We are sorry to hear about this situation. Thank you for your patience. Unfortunately we have to reiterate that we are not able to certify what was shipped or when as we never received or had the change to inspect the item. You should contact your insurance company directly with all the videos, photos and receipts of when you packed and shipped the item.
If you need help with anything else, please contact our customer service team directly.
Have a good day.
Initial Complaint
08/30/2024
Complaint Type:
Product Issues
Status:
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.
My wife and I decided to take a couple of our bags to Rebag for appraisal and sale. When we arrived, we were greeted by *****, a store associate who was very helpful. They assisted us in taking pictures of the bag and confirmed that it was in excellent condition. I asked them to ensure that the condition was accurately reflected in the quote, and they confirmed that it would be.However, when we received the price, we noticed that the condition had been downgraded. I called and requested to speak with ***** for clarification, but received no response. Frustrated with the lack of communication, my wife and I went back to the store to resolve the issue in person. When we arrived, we noticed that the staff, including *****, hid in the back and avoided us.Despite this, we decided to sell the bag and were told we would receive payment within 5-7 business days. After five days, I requested an update, but the response time was slow, and sometimes we received no response at all. It has now been over 10 days, and we still haven't received payment for the bag we sold.
Business response
09/04/2024
Good afternoon.
We are sorry to hear about this. Thank you for your patience. Your order ending on *** was already processed and paid out on 9/2/24. The funds are in your wallet. In regards to the timing, the process can take from 5 to 7 business days after we receive the items in our inspection center. Here is a helpful resource for the processing time: *****************************************************************************************************. If you have any other questions please contact our customer service team.
Have a good day.

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