Rebag

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#106
keeks121 said:
Here's my story with Rebag...Trying to get some help here:

About a month and half ago, I sent in three packages to Rebag, two of them arrived fine, I received item got checked-in emails the day they arrived. The frustrating story started with the third item. I got an email from Rebag the next day, with an empty box picture attached, they said the box arrived empty, like how come? I responded to that email then Rebag vanished on me, stopped replying to emails no matter how many times I reached out. On April 28th, I finally got a live rep who responded, then I received an email with a subject title "Damaged UPS Investigation Opened". They said the investigation would take 7 business days, then I reached out on the 7th, they said they will definitely have an answer for me in 10 business days, then 15... then a month passed by...

The funny thing is, last week, I got in touch with the UPS agent (Rebag actually gave me his number) who is investigating this case and he told me he was the one opening this case, not Rebag, he couldn't even get in touch with someone from Rebag so he turned to me for help. Correct... he's been calling the 844 number and probably a rep gave him my number too. This whole thing is just crazy because neither him or me can actually get a direct contact from the so-called claims team. I recently got a live rep who was kind enough to forward all the agents' and my messages to the "claims team" but she couldn't seem to get an answer from them either. I don't know what's going on with Rebag. Obviously the item couldn't be found on the UPS side, and Rebag is not even trying to solve this case.

I filed a claim with BBB already and there's not much left for me to do. Any suggestions? It's a really expensive item:/
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I've never sold to Rebag before, so I have to ask, did YOU buy the UPS label or did they supply it to you? If they paid for the label then they are responsible for your lost item, since they also paid for the insurance. In this case, I would suggest you dig deep on their website and read all terms of service and seller terms and see if there is anywhere in the fine print where you need to contact them directly in writing (a certified letter perhaps?) about the lost item. If you purchased the UPS label then it's between you and UPS and file a claim and get your money. But I suspect it's Rebag's label, and that's why they are ducking you. :(
 
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#108
caannie said:
I've never sold to Rebag before, so I have to ask, did YOU buy the UPS label or did they supply it to you? If they paid for the label then they are responsible for your lost item, since they also paid for the insurance. In this case, I would suggest you dig deep on their website and read all terms of service and seller terms and see if there is anywhere in the fine print where you need to contact them directly in writing (a certified letter perhaps?) about the lost item. If you purchased the UPS label then it's between you and UPS and file a claim and get your money. But I suspect it's Rebag's label, and that's why they are ducking you. :sad:
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Rebag provided the label for me, but the UPS agent said the package was only insured for $100...I hope Rebag uses a third party to insure their packages but I doubt it at this point...
 
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#109
keeks121 said:
Rebag provided the label for me, but the UPS agent said the package was only insured for $100...I hope Rebag uses a third party to insure their packages but I doubt it at this point...
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Whoa! I have second thoughts on selling to them now. I have a quote from them and sure enough after pondering it for a week they upped the quote. However, I'm not sure I want to take the chance of the package getting lost.
 
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#112
tlilrascal said:
Whoa! I have second thoughts on selling to them now. I have a quote from them and sure enough after pondering it for a week they upped the quote. However, I'm not sure I want to take the chance of the package getting lost.
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If you have similar or slightly lower quotes from Fashionphile or Yoogis, go for them! I had great experience selling with both and they always honor what they offer.
 
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#114
keeks121 said:
I really hope they do the right thing and pay me...still struggling with the communication. The UPS agent told me he is planning on visiting their site again today.
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Yes, I do hope they do the right thing and pay. You should read the agreement and see once you accept the offer if title transfer to them and the risk of loss associated with shipping resides with them. I believe that is what the Fashionphile agreement says.

Yes, I have a slightly lower offer from FP for direct buy-out and a higher consignment quote with Ann's. I've sent one bag already to Ann's to try consignment to see how it goes before I send other bags over. I was slightly tempted by their increased offer until I read your experience and other mixed reviews. If you could get a hold of someone, you might get it resolved. Hope its resolved in your favor. Keep us updated.
 
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#115
ccbaggirl89 said:
Does anyone else use REBAG frequently? I didn't see a thread specific to them.

I shop there now and again but have run into some oddities lately. The weirdest thing happened today - I put something in my cart but ultimately decided to not purchase. Within 15 minutes I get a text from someone asking me why I didn't complete the purchase and did I know I could get 0% financing in case I needed it.

A few weeks ago I got a text from an SA I worked with one time telling me to earmark some items because in a few days they were having a 10% off sale. This was also after I had put some items in my cart (but not checked out).

And I noticed a few weeks ago - during the 10% sale - they implemented a high restocking fee for everything on the wesbite, and now that restocking fee is gone. I imagine it'll come back during a sale and they are doing this to prevent returns during sales? It just seems shady to update your return policy every 15 days.

I feel rather invaded by them b/c of that text especially - I know companies track purchases all the time and make recommendations based on history, but I find it invasive to get a text basically asking why I didn't complete the purchase. They are obviously taking technology seriously and using texting to their advantage. I figure that is also why good items disappear off the site so fast - they are likely texting everyone who places an item in a cart and one of those customers will maybe bite.
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Send them a text that says simply “unsubscribe.” They shouldn’t be sending you unsolicited text messages.
 
#116
I decided to sell some items and tried mygemma (wp diamonds is the actual business I believe) and it was one of the smoothest and most pleasant experiences ever - perhaps try that for selling - they fully insured for that total I wanted to sell for. Rebag makes me uncomfortable with their 2 business days only to send back etc policy. I only found them because during the pandemic they really lowered their prices (I still couldn't buy at the time). I remember I saw a Hermes HAC 32 for as low as $5000 and they list them for $10k upwards now.

yes, I noticed their contact is quite extreme but I have seen other resellers go to the same lengths - even calling you, why didn't you complete the purchase etc?
 
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#117
keeks121 said:
Here's my story with Rebag...Trying to get some help here:

About a month and half ago, I sent in three packages to Rebag, two of them arrived fine, I received item got checked-in emails the day they arrived. The frustrating story started with the third item. I got an email from Rebag the next day, with an empty box picture attached, they said the box arrived empty, like how come? I responded to that email then Rebag vanished on me, stopped replying to emails no matter how many times I reached out. On April 28th, I finally got a live rep who responded, then I received an email with a subject title "Damaged UPS Investigation Opened". They said the investigation would take 7 business days, then I reached out on the 7th, they said they will definitely have an answer for me in 10 business days, then 15... then a month passed by...

The funny thing is, last week, I got in touch with the UPS agent (Rebag actually gave me his number) who is investigating this case and he told me he was the one opening this case, not Rebag, he couldn't even get in touch with someone from Rebag so he turned to me for help. Correct... he's been calling the 844 number and probably a rep gave him my number too. This whole thing is just crazy because neither him or me can actually get a direct contact from the so-called claims team. I recently got a live rep who was kind enough to forward all the agents' and my messages to the "claims team" but she couldn't seem to get an answer from them either. I don't know what's going on with Rebag. Obviously the item couldn't be found on the UPS side, and Rebag is not even trying to solve this case.

I filed a claim with BBB already and there's not much left for me to do. Any suggestions? It's a really expensive item:/
Click to expand...

End of Story: Yesterday, my UPS agent got a Rebag manager's email from his driver and copied me on that. The email was then directed to the Claims Manager (I now know who that person is, if anybody runs into similar problem please let me know, I'll send you the email). In less than 10 minutes, I received an "Item got checked-in" email for my missing item and followed by a payment email. My "Damaged UPS Investigation Opened" email thread also got a response from the Claims Manager, saying the case was closed by UPS, and a refund has been processed back to my ACH details on file. The money hit my bank this morning! Though this has been an exhausting long journey, I'm glad they did the right thing and paid me.
 
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#118
Adding my experience as a Rebag buyer here:

I recently purchased a hard to find leather bag described as in “very good” condition. The listing disclosed an odor in the textile interior. The bag was listed on both their site and eBay; I emailed them through eBay and asked what kind of odor it was, cigarette smoke perhaps? They responded right away that it was a “storage” smell. Cig smoke is a dealbreaker but a storage smell I could deal with. I purchased the bag from their website during a recent promo.

The bag arrived and the scratches and marks in the leather inside and out are much more prominent than the photos. The color of the bag was completely different in person (photos showed a warm camel beige bag but IRL it was more cool taupe-beige). And the odor was more than a musty storage smell; it was definitely cigarette smoke, but faint. I returned the bag today, return shipping waived, and hopefully they’ll refund me in full.
 
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#119
keeks121 said:
End of Story: Yesterday, my UPS agent got a Rebag manager's email from his driver and copied me on that. The email was then directed to the Claims Manager (I now know who that person is, if anybody runs into similar problem please let me know, I'll send you the email). In less than 10 minutes, I received an "Item got checked-in" email for my missing item and followed by a payment email. My "Damaged UPS Investigation Opened" email thread also got a response from the Claims Manager, saying the case was closed by UPS, and a refund has been processed back to my ACH details on file. The money hit my bank this morning! Though this has been an exhausting long journey, I'm glad they did the right thing and paid me.
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Wow. Did they just lose the item for a while? Something like this happened to me but with TRR. For months, my item was "missing" until it magically turned up one day.
 
#120
Thought I would share my recent Rebag selling experience. I've sold to them in the past with no issue, using mostly the Claire instant quote. This time I sent in a Gucci Ophidia bag, which I had bought brand new from Gucci about a year ago, and included all the original tags, care booklets, box, dust bag, etc. They declined to purchase it after they received due to "internal guidelines" and shipped the bag back to me. I found this irritating because the bag was in pristine condition, I had only used twice for brief periods of time and they didn't give me any specific clarification on why they decided not to purchase. I received the bag back today and the Gucci box is now torn and dented and also all the stuffing I had in my bag is no longer there. Not major issues, the bag appears to be fine, but I am pretty disappointed with the whole process and will not be selling to them in the future.
 
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