“Terrible experience,I have bought an article,my money is gone ..and also the article I have supposedly bought is also gone , so I have no bought item and no money.
Never again”
“First, why did you trick me €318 with an irrelevant contract term? Your invoice says that you need to charge the commission fee for not sending a sold item regarding the terms and conditions §9.3 on your website. However, based on https://www.rebelle.com/en/seller-terms, term §9.3 states “REBELLE will inform the seller about the upcoming return”. Apparently term §9.3 unrelated with your commission.
Second, as I stated several times before, my delay of sending the sold item was due to COVID-19 situation, which is commonly known as a global pandemic, NOT a reason I am responsible for. Hence, any terms and conditions regarding your commission is NOT effective under this circumstances.
In term of what are mentioned above, I believe that you have been tricking me and taking advantage of me on purpose.
Moreover, as a service provider, you failed to deliver customer service due to the facts that:
- You cancelled the order unilaterally with no notice beforehand
- You assumed I was not willing or able to send the item with no confirmation with me
- There was no expected delivery time or deadline mentioned in any of your notification emails
- There was no customer support to cope with COVID-19
- Tricking me with irrelevant contract term.
You have been purposefully neglecting your bad customer service, whereas wrongly claimed me to be fully responsible for the cancellation, particularly in the global pandemic situation. Even more, insisting on charging an unreasonable commission - €318.
Under EU law, standard contract terms and conditions used by traders have to be fair. Your contract is not allowed to create an imbalance between the rights and obligations as a consumer and the rights and obligations of you. Contract terms that are unfair under EU law have no legal or binding force on consumers.
Apparently, your unfair contract terms only favour your benefit. This undoubtedly created imbalance between my rights and obligations as a consumer and the rights and obligations of you.
If you continuously insist on charging this unfair commission, I will have to report your company to the National Authorities as a consequence of breaching EU consumer protection rules.”
“DO NOT SELL WITH REBELLE.
I am an experienced second-hand seller with physical shops, Ebay, Vestiaire Collective and REALREAL.
I have currently 820 items on sale with Rebelle (ranging from Hermes/Chanel to Karen Millen).
I have numerous issues with Rebelle, their checking time is usually 20 days and I have to write an email asking to confirm the status of the item.
They take a long time to send the item back if it does not match in someway.
Then on the 1st of May, I sold a Dior clutch bag for £1,200. I had to email Rebelle on the 25th of May to confirm status when I would receive payout for the bag. Rebelle (staff name Alexandra Pfeifer) emailed back saying this:
'Dear Lisa,
yes unfortunatley the buyer can always cancel, until the item has not been shipped - with or
without flaws. Thats how it is mentioned as well in our terms and conditions.
I am really sorry for that but do understand how you feel.
Kind regards
How would you rate my reply?
Great Okay Not Good
--
REBELLE - Alexandra Pfeifer
Customer Care Representative
So basically if you sell on REBELLE, even if the photos and item description all match and someone buys your item the buyer can cancel the sale.
So you can WASTE TIME adding the item online (photos and measurements), then physically go (spend money on transport) to the Postal Office to send the item, wait a long and long time and have to email them yourself to check status of an item (even more dissapointing if it is an expensive personal item) for them to let you know that the buyer changed their mind.
Ebay policy does not even allow this, ONLY if the item does not match the description, and not if the buyer simply 'changes their mind'.
Furthermore, Rebelle commision is very high, they state 'sellers' can get up to 80% of the original price - this is a LIE, you get significantlly little of the shop price, and their commision eats away at it.
I am very disappointed with their service and will never sell with them again.
Just to add, I sold a Burberry dress for £250 in February 2020 and I only received it back in May 2020 after about 10 emails, and there are plenty of examples of this in just my own case.”
“Ridicoli! Commissioni elevate, assistenza inutile, controlli che inventano macchie e altri difetti, spedizione indietro degli oggetti rifiutati più lunga di un parto e con scarsissima cura..solo una perdita di tempo! Peccato che abbiano rifiutato anche oggetti originali, senza averlo saputo riconoscere, quindi anche largamente incompetenti, ma non hanno una PEC, essendo questa in Germania non obbligatoria, quindi si rendono intoccabili. Mai acquisterò da loro, e sto rimuovendo i miei oggetti presenti: hanno sbagliato troppe volte, non sono alla pari dei competitor e la loro pessima fama precede quasi il loro tremendo operato.”
“Vergognoso portale . Una volta intascato il pagamento sparisce . Nessuna risposta al centralino . Nessuna risposta alla mail . Pagato un invio veloce risulta economy e fermo da tre giorni . La situazione attuale dovuta al coronavirus viene assunta come scusa al centralino ( messaggio di chiusura ) una vergogna . Non fidatevi di questo portale”
“They are now keeping items, I sold a brand new item that had all the tags on with them, described the colour correctly, it was closest to fuchsia, according to their own colour scale, apparently it was more lilac, so the buyer pulled out, they are now "selling it again" they claim but they are KEEPING the item, meaning I can't sell it anywhere else, which I now want as I removed all other items from their website.
BEWARE, they will make up excuses to not send your item and then try to sell it themselves where they can charge more!!!!!!”
“After waiting for my 2 items for months, and complaining several times that they had arrived, I was asked yet again the same question if they had actually arrived. Then I was told they had arrived in a totally different address. The girl didn't even check the address - trying to tell me I was lying. THEN I was told to be professional after I described how frustrating their inefficient processes were and then told to be polite after they had been rude and unprofessional DO NOT USE THIS COMPANY!! THEY DO NOT HAVE A CLUE WHAT THEY ARE DOING!!!!!!!”
“Never ever ever more and I think they sold rebelle to someone cos the Cecil girl ( the original owner) is not posting anything on IG since 2019 September I think she sold the business to chines”
“It is ridiculous, high commissions and no customer service, the quality control seems to be drunk most of the time, items get returned without an explanation (I guess quality control didn't want to work) and stuffed in a card board box that leaks colour into your item and damages it, when you finally get it back weeks and weeks later. Their price suggestions (not suggestions but trying to force you to sell for dumping prices) are ridiculous, the offers people make are a joke, they wouldn't get a 2nd hand chain store item for that.
I used to sell with them but not anymore!”
“Erano partiti bene, per perdersi quasi totalmente. Sorvolando l'assenza prolungata di un'assistenza in lingua italiana, e la lentezza di evasione delle mail, questi signori non hanno compreso che portando i livelli di controllo al pari delle boutique gli oggetti usati, stanno perdendo venditori, e senza venditori, fine degli oggetti in vendita, fine degli acquirenti e delle loro commissioni (le più elevate del web) che li tengono in vita.
Vendo dal 2006, ho talmente tante cose, che saranno state usate due volte, ci ho venduto circa 20 oggetti, ma da 6 mesi torna tutto indietro (con una lentezza inconcepibile) per rifiuti del cliente: ebbene si, anche se si tratta di usato (altrimenti si andrebbe in negozio), l'acquirente può effettuare un reso, è ridicolo! Se si reclama, rispondono "Vestiaire Collective non ha un efficiente controllo di qualità", corretti, non vi pare? Se lo sapessero su VC.. però la si vende, le commissioni sono umane, e le offerte di prezzo non possono essere ridicole come su Rebelle. Offerte basse, diritto di recesso, rifiuti, e gli oggetti sono a spasso quasi un mese, spesso restituiti in involucri inadatti e senza protezioni. Quindi, impossibile vendere e anche acquistare: le commissioni elevatissime, più la spedizione, costringono l'immissione di prezzi di vendita improbabili e non concorrenziali, spesso Rebelle stesso consiglia un prezzo nettamente inadeguato -inferiore- non negoziabile: se non si accetta, l'oggetto non viene accettato! Veniamo alle modalità di vendita: mmesse solo 5 foto, se un acquirente ne chiede altre, bisogna inviarle prima al sito tramite mail, ma conviene anche chiamare, dato che sono lenti; il risultato è solo una risposta tardiva che scoraggia la vendita. Nessun cliente che ordina con bonifico bancario, porta a termine l'acquisto, senza conseguenze, se al contrario un oggetto non fosse disponibile alla vendita, il venditore viene ammonito con minaccia di pagare PURE le commissioni! In merito a ciò..è stata dichiarata falsa una maglia AUTENTICA di Vuitton, scuse telefoniche della povera Ilaria che, dal call center, si sorbisce ogni lamentela, ma in quel caso io ho perso la vendita, e nessuno mi ha dato un soldo. Questo non accade su Vestiaire, e, diciamocelo, se l'acquirente può fare un RESO SULL'USATO, IL VENDITORE DOVREBBE POTER AMMINISTRARE DEI PROPRI OGGETTI, dichiarando subito se sono disponibili o meno, dato che sono soltanto IN CONTO VENDITA se non si usa la concierge. Tutela 100% all'acquirente e 0% al venditore. Spero di essere stato esaustivo, aggiornerò ogni commento alle prossime esperienze.”
“Erano partiti bene, per perdersi quasi totalmente. Sorvolando l'assenza prolungata di un'assistenza in lingua italiana, e la lentezza di evasione delle mail, questi signori non hanno compreso che portando i livelli di controllo al pari delle boutique gli oggetti usati, stanno perdendo venditori, e senza venditori, fine degli oggetti in vendita, fine degli acquirenti e delle loro commissioni (le più elevate del web) che li tengono in vita.
Vendo dal 2006, ho talmente tante cose, che saranno state usate due volte, ci ho venduto circa 20 oggetti, ma da 6 mesi torna tutto indietro (con una lentezza inconcepibile) per rifiuti del cliente: ebbene si, anche se si tratta di usato (altrimenti si andrebbe in negozio), l'acquirente può effettuare un reso, è ridicolo! Se si reclama, rispondono "Vestiaire Collective non ha un efficiente controllo di qualità", corretti, non vi pare? Se lo sapessero su VC.. però la si vende, le commissioni sono umane, e le offerte di prezzo non possono essere ridicole come su Rebelle. Offerte basse, diritto di recesso, rifiuti, e gli oggetti sono a spasso quasi un mese, spesso restituiti in involucri inadatti e senza protezioni. Quindi, impossibile vendere e anche acquistare: le commissioni elevatissime, più la spedizione, costringono l'immissione di prezzi di vendita improbabili e non concorrenziali, spesso Rebelle stesso consiglia un prezzo nettamente inadeguato -inferiore- non negoziabile: se non si accetta, l'oggetto non viene accettato! Veniamo alle modalità di vendita: mmesse solo 5 foto, se un acquirente ne chiede altre, bisogna inviarle prima al sito tramite mail, ma conviene anche chiamare, dato che sono lenti; il risultato è solo una risposta tardiva che scoraggia la vendita. Nessun cliente che ordina con bonifico bancario, porta a termine l'acquisto, senza conseguenze, se al contrario un oggetto non fosse disponibile alla vendita, il venditore viene ammonito con minaccia di pagare PURE le commissioni! In merito a ciò..è stata dichiarata falsa una maglia AUTENTICA di Vuitton, scuse telefoniche della povera Ilaria che, dal call center, si sorbisce ogni lamentela, ma in quel caso io ho perso la vendita, e nessuno mi ha dato un soldo. Questo non accade su Vestiaire, e, diciamocelo, se l'acquirente può fare un RESO SULL'USATO, IL VENDITORE DOVREBBE POTER AMMINISTRARE DEI PROPRI OGGETTI, dichiarando subito se sono disponibili o meno, dato che sono soltanto IN CONTO VENDITA se non si usa la concierge. Tutela 100% all'acquirente e 0% al venditore. Spero di essere stato esaustivo, aggiornerò ogni commento alle prossime esperienze.”
“1I have sent them2 items to sell it is not appearing on their site since 3 weeks.
2)am waiting for my money back they every week promises to send it back to me but they never do”
“Bad bad experience. I would give 0 stars if possible. I bought and paid my item two weeks ago. When I wrote something like ten messages, asking what was wrong, I received an answer after days, saying everything was ok. Last wednesday they received the item and informed me that they were almost ready to send it. It’s been a week, they ignore my messages and it is impossible to talk by phone. This is incompetence, especially considering the taxes you pay them on every transaction.”
“I have made a purchase on October 1st. So far, I haven’t heard from them. I have tried to contact them 3 times and received no answer. Not even reassurance. Then, I decided to contact them again, informing them that I would like to cancel my order... the item was expensive, I realçou want to know what is going on!!!”
“Sold an item via them, they did not even give a reason why their "quality control" rejected it, UPS did not try to deliver it, they do not take the issue up with UPS, I had to reach out to them on FB as they ignored a registered letter, they are now sending the item (weeks later) to me, they would not have done so if I had not contacted them, they are using UPS again...
Do not sell items via Rebelle or you never ever may see them again, my review on Trustpilot was deleted despite giving them all the evidence, such as item number, tracking number... They are one of the companies who pay off Trustpilot to remove genuine reviews that do not praise them, which is enough reason to distrust them.”
“Sold an item, got rejected "other flaws" no specification what the flaws were, apparently they sent it back to me, UPS made NO delivery attempt (address I have been living at for YEARS and get daily deliveries) and sent it back to Rebelle, Rebelle has so far not replied, I have even sent them a registered letter. I left a review on Trustpilot, which was taken down because they claimed they could not very (despite item number, the tracking number, the tracking of my registered letter), below is the screen shot of the review I left with all the info.
Basically only use Rebelle if you are prepared to lose your items.
Btw I finally got a reply out of the can (regular preprepared standard reply that shows they do not even read it) and they thank me for taking the time to "optimize their service" - when I want MY DRESS BACK!!!!!”
“Bought an item on Rebelle and the dress was a lot bigger, the size was an US size and not an UK size, so it was much larger, I contacted them and told them the size is wrong, they told me they do not do returns and I can resell it for free. So I listed the item again, when it sold (the item I had never worn) it was rejected by their QC, the same item that I had bought as in "very good condition" now was only "acceptable" - the item was in a garment bag the whole time. Other people say they had items refused for flaws, when they received the items back, there were no flaws. The charge the highest commission but seem to have the lowest customer service and a QC that has no clue what they are doing, maybe they roll the dice?”
