ComplaintsforReebelo

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My order was placed September 17, 2024. I purchased a warranty with my purchase. My sons watch was broken yesterday and when I went to file a warranty I was told I would get $33 dollars minus $5 for the check processing fee because I didnt wanna give my bank information away. They refuse to repair or replace the item which is what the warranty should cover. They did not ask for pictures or more information before telling me that it wasnt covered. They didnt even have all the details. How would they be able to decipher what was covered or not without more information?I feel completely scammed. This was a birthday gift for my son and now we have no resolution and I cannot afford to buy another watch. The company gave me the run around and I feel completely ripped off. I deliberately purchased the warranty and they did nothing to rectify the problem.

  

  Business response

  11/04/2024

  Hi ********,

  We are so sorry to hear about the accidental damage to your device

  As you mentioned on the separate ticket to our Customer Support that your son accidentally broke the watch, this will void the standard warranty that you have with us. 
  
  However, this service request will be processed under the ReebeloCare plan that you have purchased for the device. Your ************************** plan provides an extended warranty up to ******** from the date you purchased the item which also covers physical/liquid damage up to the price of your device with specific terms.
  To initiate a claim with your ReebeloCare plan, you will need to reach out to Safeware directly who will assess the request and advice accordingly on the claims.

  If you do encounter any issues with Safeware, please do let us know and we will be happy to check it for you.
  
  

• Initial Complaint

  10/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered an Apple iwatch and when I received the screen in the watch was completely shattered. They claimed the item was shipped from a vendor not directly from them. I processed a return and refund request ! They sent me return authorization label and once it was confirmed it was received they emailed to say takes 2 days for them to inspect it and then refund would be processed. Received email refund was processed and could be 24 to 48 hours to process. 3 days later no refund had posted, I went to email them to check on the process and advise I had not received , email address to the vendor is no longer valid and NO response now from Reebelo after 3 emails sent to their email address for customer support !!

  

  Business response

  10/23/2024

  Hi ****,

  We would first like to thank you for choosing Reebelo and we are very sorry to hear about the poor experience you have had. Our aim is to deliver excellent service for our customers.
  

  We have reviewed your enquiry and can see that a refund was processed yesterday, 22nd October 2024. Please do allow 2 - 3 business days for the amount to reflect into your account, depending on your payment provider.

  Once again, we apologize for any inconvenience caused and we hope to serve you better in the future.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid ****** for unlocked phone. Couldn't unlock it. Sent back through their shipper. Shipper lost it. They contacted shipper for refund. During all this I filed a dispute with my credit card company. They closed dispute on Aug 27 and charged back to my account. Now ********************** won't refund saying dispute hasn't been closed when it has. I need help.

  

  Business response

  10/23/2024

  Hi Resa,

  We are so sorry for the experience you had with your recent order. We have reviewed your inquiry regarding the refund request and would like to provide some clarity on the situation.

  When a dispute or chargeback is filed, the funds are placed on hold by ****** while they review the case. During this process, the decision on the refund is managed by ******, and we no longer have control over the transaction or the ability to process a refund directly.
  Once ****** completes their investigation, they will either issue a resolution or return the funds to you if they find in your favor. This ****** dispute/chargeback process could take up to 75 days. We recommend monitoring the status of the dispute through your ****** account, as they will notify you with any updates.
  
  We apologize for any inconvenience this may cause and appreciate your understanding as we work within the guidelines of ******'s policies.

  Customer response

  10/25/2024

   
  Complaint: 22437748
  
  I am rejecting this response because:in a 3 way call ********** informed ****** they had closed the dispute on Aug 24 and that all parties, including reebelo, had received that information. Also, filing a dispute and demanding you remove it, I believe, violates my right to do so without putting my rebate on hold. When you drop the dispute, you can't refile it and then you are left without recourse! I would never buy from this company again.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I "sold" my phone to them. The initial offer was $499 when I sent it to them. After the received the phone they offered $331 bc they down graded the condition it was in. The phone was in excellent condition as it was always in a protector and used less than 6 months. No scratches. I have not received any payment for the phone. I contacted customer support who was not helpful. The said it was issued. I can show you my bank account to ensure you that it was not received. There is no phone number to the company.

  

  Business response

  10/14/2024

  Hi *****,

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

  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.

  We have checked on your enquiry and can see that the payment for your device has been made and a separate email was sent to you on Saturday, 12th October 2024 on this.

  We would like to thank you for your open feedback on our **************** We will share this with our partners and look into further areas to improve on our service and customers' experience.

  
  

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Apple Watch SE2 arrived in a locked condition

  

  Business response

  10/07/2024

  Hi Eric,

  Thanks for contacting us. I was able to locate your emails in our system. Sorry to hear that the passcodes you were provided by the last agent didn't work. I've proceeded to send you a return label for the device. Please return the device to the vendor for inspection and return approval.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a refurbished ******* Galaxy S23 from this company, but shortly after the order was submitted I found the BBB complaints and cancelled the order (within 10 minutes or so). The next day was a confirmation email of the cancellation, but the day after that I received the phone. Not only did it not start, but as I was TRYING to start it, a SCAM warning appeared. The phone is completely dead and unusable. I doubt my money will be refunded by them but I have put in the dispute with my credit card. Unfortunately, disputing the charge doesn't necessarily keep the money out of the bad people's hands. Do what you can at the BBB to shut this company down/ keep them out of the ***. Regards

  

  Business response

  10/10/2024

  Hi MaryAnn,

  We are so sorry that we were not able to cancel the order as it was already packed and ready for dispatch on that day of request.
  
  We have sent a message as per attached to inform on the cancellation request status and we have provided a return label. Once the device has been returned and delivered to our vendor, they will do an inspection and aim to process the refund within 2 business days. We will keep you posted on the status of your returns.

  Thank you for your understanding and cooperation. 

  Customer response

  10/10/2024

   
  Complaint: 22383038
  
  I am rejecting this response because: Reebelo sent me a non working phone that had SCAM Fraud alerts pop up during my initial setup. Why should I trust them,  return the proof of fraud, before getting my refund? They knew they were sending a non working phone AND... they knew because the Order was canceled within a few minutes of the submission.  THAT'S LIGHTENING FAST delivery to not have been able to cancel it, but been able to cancel the $9 case, for which I'm still not refunded, despite their communication otherwise.

  They deserve no more of my time. They deserve to be shut down. I deserve my money

  

  Business response

  10/16/2024

  Hi MaryAnn,

  We are so sorry for the experience you had and that there was an issue with the device.
  
  If you would like to receive a refund for the device, please do use the paid label that was sent to you to have it returned to the seller.Once it has been delivered, they will process your refund within 2 business days. We have sent you a separate email on this and if you have any questions, please do let us know. We will assist accordingly.

  Customer response

  10/17/2024

   
  Complaint: 22383038
  
  I am rejecting this response because: there is no reason I should send back a scam phone to be resold and assume that Rebello is then going to be honest and refund my money.

  The warning screen I receive upon startup is attached.

  Maryann Sullivan

• 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

  09/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a iPhone 13 ****** for a gift on 8/6/2024 for $588.30 as a gift. I shipped the phone to the recipient and they told me when the camera is active it has a red stain on the screen and the red **** is still there when a picture was taken. I contacted reebelo about the problem and they provided me a return label via ***. I sent the phone back and when they got the package they said the it was empty and accused me trying to defraud them. I don't have the phone and they have my money.

  

  Business response

  09/19/2024

  Hi ****,

  Hope you are well.

  Upon a thorough investigation and analysis of the evidence at our disposal, I am so sorry to inform that we will not be able to proceed with a refund. We have sent you separate email on this to explain further.
  
  

   

  Customer response

  09/19/2024

   
  Complaint: 22273766
  
  I am rejecting this response because: The phone they sent me was defective ( on the website it says they have a 70 point inspection, so a defective phone should not have been mailed out, I returned the device and then they tell the box was empty. Either someone at *** or their 3rd party supplier stole the phone, I don't have the phone and they have my money. I have no results of there so called investigation, all the did was say that I was trying to defraud them. Was there nsurance on the package, was there any communication with UPS?
  
  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.
  

*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. ↩