The RealReal

This store is SPECTACULAR! You can absolutely anything on their website. Boutiques are wonderful as well, especially the one in Marin county. Customer service is amazing and the quality of products is much better that you would expect from a consignment store. I have been shopping with "The Real Real" for many years and the best pieces in my closet and jewelry box are from them. LOVE that store and highly recommend it!!

The representative Haddy. Was not knowledgeable at all. Stayed on the chat with me for two hours and didn't resolve my issue. I placed an order and they sent me a notification saying that I canceled the order when I didn't I called back and they stated it's because my billing information did not match. Which was not the case never had this issue in the world. They would not apply a $25 credit that I was due to the account as a promotion and didn't have any good reason. The customer service rep was absolutely terrible and not knowledgeable. I would not suggest dealing with this site right

Decided to sell some item through realreal. The first I asked about the prices, the lady said you need to send your item to us for evaluation. Ok, item was sent after 3 weeks I saw the prices for my luxury items on excellent condition the price is like in a second hand store not a branding items. I' ve sent massage please send me my item back thank you for your "service ". The customer service said please let us to reevaluate your item maybe price will increase. Opened my account yesterday I saw that one of my item was sold for nothing without my permission! Sent massage to the customer service and asked cancel it and return my fur coat, they said its not possible because of company policy. This is a fraud! And this company is a scam! Will sue them 100%!

The Realreal staff members cancelled a fully completed online transaction to enable a staff member to take a sold item from a customer for the purposes of reselling to another customer and/or for their own profit. This has occurred to me twice this week. My order number R336105046 was canceled on 10/2/23, and the item was sold to another customer. Today, 10/5, order number R557818362 was also canceled, and the item was taken from my completed transaction list and sold to another customer. I immediately contacted The Real Real's customer service and spoke with Gabriel, who confirmed that my purchase had been canceled because another customer in their physical store desperately desired the item, so they canceled my order and sold it to her. He acknowledged that this was wrong but provided no solution. Upon speaking to another member of their support team, named Carson, he investigated and found that it wasn't for another customer but a purchase by a member of staff, which he stated was against RealReal's policy. It's evident that these policies are not being enforced. After items are paid for and transactions are concluded, taking items from a customer amounts to theft. The RealReal staff members have no right to take them back or resell them without the permission of the customers who had completed their purchase. This practice is appalling and fraudulent, in addition to undermining the trust and credibility for those purchasing items from RealReal.

I've been buying and selling with TRR since they opened in 2011. I've been very fortunate since my buying experience has been positive overall. I can wear beautiful clothes/purses that I would never be able to wear if it was retail. So thank you, TRR. I have a fantastic wardrobe. Returns have worked out very well. If you're not totally sure about an item (how it fits, color, etc.), ensure first that it is not a final sale. As far as selling, it isn't the greatest. TRR needs to figure out how to fix this part of the business. The CSR's are very good, just treat them with respect and they will solve most of your problems.

I was excited to sell with Real Real. Everything I read pointed to it being the best market for my Dries Von Rhoten dress. Well, they priced it at $200. I sighed but they had the dress. Then I the price went down and down and I am getting $31 dollars for the dress. Not good. I should have kept the dress.

Absolutely the worst service one can possibly acquire . The so called contact person Carolyn via text I was very promising and alluring until I sent my items in . One of them is a brand new LV Passy monogram I purchased in Paris this December. Original Box , dust bag even a receipt from Saint Germain LV store. Item was not live on the website for 3 weeks … There is absolutely no one you can speak on the phone , customer service hung up on me and the contact person Carolyne could not help . So you can only text thru a special number to deal with your issue . Do not deal with this company , it’s absolutely awful , I regret ever contacting them. I requested my LV bag to be sent back to me , hopefully I receive it in the same condition I sent it and I don’t have to file a complaint against this company, complete scan . Deal with fashionpile - they are accurate fast and reliable .

I have ordered 4 handbags from them in the last 6 months and all have been in great condition. Items are non-refundable, which is a little scary when you are spending several hundred dollars at times, but so far I have been pleased. I have only bought items that are in “good” or “very good” condition so far and the description of the items were consistent with what I received. Once ordered, it has taken about a week on average for the item to be delivered. The boxes in which the items are delivered always look like they were beat up during transit, but as long as the handbag is ok, that doesn’t bother me. Overall, a good site for used luxury bags. I can’t speak for their customer service as I haven’t had the necessity to call them, but if things are non refundable and sent “as is” then I can’t imagine they are going to be super helpful if I were to call.

First warning sign: Can't post on their Facebook (The RealReal limited who can comment on this post.) "Authenticated" Jewelry items often fake. Takes forever to be reimbursed for returned items, customer service sucks ! Wife has been battling to get payment back from fake gold item!

I sold my item in August and was told by several customer service representatives, to make sure that all my information is correct, that I would be paid on October 15th, as per their policy. They then updated my account to read that the item was sold in October and that I would now be paid in November. Complete scam. DO NOT WORK WITH THIS COMPANY.

Buyer Beware!!! I purchased an expensive bag that they classified as very good condition. The RealReal did not include a critical picture which displayed a dark ring around the hardware which if I had seen I would not have purchased. Despite spending 10's of thousands with them. The only thing they could do was have me resell it under them where they get to make money once again and fool the next customer. Ridiculous!!!

I have been a consignor with the company for many years & the process in contacting them has been extremely difficult & frustrating! They pick my items up at my house, price them way below what I stated, send them back to me & they get lost! Now I’ve been trying to contact them & no one has been getting back to me.?! The Real Real has made a lot of money with my items & I’m so disgusted in the way they do business. I’ve also had other friends experience similar situations. Not very good!

I ordered a vintage Celine handbag from The RealReal. I received the item within a week of shipment. The item arrived as described, except it had a distinctive mildew/moldy odor and there was some visible mildew along the sides of the leather straps where they meet the canvas and in a number of other crooks and crevices. The other problem I have is the way the bag was packed in the box. They did not put any stuffing in the bag, nothing to support the structure of the bag, It was smooshed into a box too small for it. The box itself did not have any supportive material either. So the bag arrived in a bent and deformed condition, not at all like the website pictures. Overall, I don't have any major gripes but I'm not impressed either. Next time I will be shopping elsewhere.

I have purchased numerous things from The Real Real and never been disappointed. I look at the item I want thoroughly and read all the descriptive information. I have never received anything that was the least bit worn or shoddy in any way. I have purchased several things at a fraction of the original cost that were literally never worn. I have not had the same experience from other online consignment sites. I know that whenever I order something from The Real Real that the item will arrive in a timely manner and be "like new". I have also returned a few things due to sizing issues and never had a problem with that part of the site either. I have also sold many things on this site and had a great experience with their pricing of my items and received my checks for sold items when they are promised. This site is a legitimate place for purchasing items significantly lower than purchasing new and I always feel as though I have really gotten a deal! In addition, each item is wrapped in tissue and most things arrive in a drawstring bag. Good psychology in sending things as though they are new! This is my "go to" site when I am looking for anything before deciding to buy new.

Please don't use therealreal to sell your luxury items!!! We were extremely disappointed with how our watch was shipped back to us from their warehouse. There was hardly ANY padding in the box which caused the box to get very beat up during shipment and it was broken when we opened the external box. It just fell apart. It was obvious that the box was either not treated well in the warehouse, or they sent back a damaged box from another seller. The box we had the watch in was in pristine condition when we placed it in their hands at their store. ALSO the inside box that contains the watch was not secured with the straps it came with AND the watch was barely pushed into the slot where it rests. It was just dangling there. This negligence is very disappointing They took such disregard for our luxury product that we put into your their hands. This is blatant negligence on their part and we don't recommend selling with them. They are obviously disorganized and careless with their seller's items. You've been warned!

I would caution consigning jewelry with the TRR. I have a platinum diamond Tiffany necklace that I consigned that mysteriously was taken off the website. When I question why (numerous times) I was told that an investigation was started and would take at at least 5 days to get an answer.. Six days later, I still did not have a response as to why the items was no longer available to sell. Of course, I pressed the issue and asked where was the necklace. I could not get a response and was then told to wait another 5 days for the investigation to continue. Of course I asked if the necklace was still in possession of TRR. I did not get an answer and was told to wait for the results of the investigation. I then demanded a full refund of the selling price for the necklace and was told I would only be refunded the consignor price if the investigation deemed it was needed. . I found this infuriating since the necklace was obviously stolen. If still available, I would have asked to have the necklace retuned so that I could sell it myself and probably make more than TRR selling price. Another concern is that I've had other jewelry pieces purchased and then returned and purchased again and returned ( for the same item) I then questioned what TRR had in place to prevent buyers from purchasing and item, using it and then returning it. I was told that each item had a special tag attached that prevented this. When I asked for a photo of the tag, I was told that was not possible. Lack of transparency sets up a red flag for me and hopefully everyone. To make matters even worse, all communication is thru a chat system on the website. It is impossible to talk to a real person including any supervisory personnel. A phone number is listed on the website but it just leads you to a recording to use the chat system. RED FLAG on all fronts. I would never consign anything with TRR again. That includes clothing and shoes. They underprice to make a quick sale and if items don't sell quickly, they start discounting. Imagine paying $400-500 for a pair of shoes, worn once or twice and getting a less than $50. The return is even less for clothing. I would rate this company with a zero if the option was available.

My experience with the real real . Simon azulay When I discovered about the real real it was a process for me to choose and decide to let go of my stuff , I believe all of us, each human being that work hard in is life to buy himself Luxury items, feel respect for is stuff . I choose in my life to invest in luxury items in order to do not to cooperate with the fast food culture . When you buy something for $30 you will behave to Him the same, When you buy something for $1000 you will make sure to pass it over to someone you love in the right time. This is my choice of beliefs. I was thinking and believing the real real is a real opportunity to pass my stuff over and give them new life. I was just thinking! I called the real real and when I left them a message that they like to sell my stuff someone called me after few minutes. And 2 days after they send someone to my house to pick the things from me . Someone came into my private space and get into my closet doors and was taking with time over 290 items from me . You need to feel intimacy and trust to do it . They were lovely and nice . And even I would say look very professional and helpful. From there my nightmare started with the real real. They put my things on line, half of my stuff that are men sizing and men, clothes or accessories was representing or female mannequin , the way they described half of the things was not correct at all the way they put it on their website was not respectful for things that someone else paid for. I gave them stuff w tags they even didn’t mention it in the website. I was trying to call and text the grill that was in my house, no answer for days, when she got back to me she told me that she can’t help me and i need to email them , no luck at emailing them to , after 8 day they get back to me , and from there for almost 3 months they send me hand to hand . Like I’m a playing ball . On the way I was buying some things from them , they send me a bag that inside the bag there was a vape of weed and hotel card room They send me different sizes than want I ordered I told them about it , but of course nobody did nothing about it . They sold my items in ridiculous prices , they took responsibility for their mistakes and said they will send me money back, they mistakes was very very under price , for example a bag of the row that i paid for $1500 . They sold for $250 , the bag name is the twin bag , they described it us a small, leather pouch. They paid me back $60 So I get for this bag $180 When they were in my house they told me I will get at list $700 for this item. And my list is long . They separated suits and put them in their website as single items , they sold a suit of Tom ford from 2022. That I used once and paid for $7500 for $500 . And again my list is very very long . Each time I’m calling them or trying to Fix things , it’s taking forever to reach them . when they get back to me or it’s to late to fix things because the item was already sold. Or they promise that they will fix it or make it up to you and nothing happens. They disrespect you, the feeling I get from them that they just like to take your stuff from you and get rid of then quickly no matter in which price . There is something funny , there was almost 10 items . that they put on their website in the moment they get into to air someone was buying them in a very very cheap price, for example sunglasses of mykita limited edition That their price is $900 sold in $116 and get 20% discount the moment they want up in the air , so i get for them $34 And I have multiple items that happened to them the same. They took my time energy and money. And Miss lead me in any possible way Just to get rid of my stuff and give them almost for free . I have so much situation with each item almost that it’s too much information to share . Thank you. Simon Thank you

I have been selling with The Real Real For over a year now and was happy with their service. They give a fair pricing for both buyer and seller. Of course the clothing isn’t that high since it is worn. I know the are really specific about the stuff they accept. They solved a lot of issues for me. I would not sell anywhere else. Wish they had a lower brand division they would accept cause the really make it easy you do t have to deal with anything and they pay on time.

I am writing this review about one person who works for the real real she is in customer service her name is IMANI S. She is a true professional, she was the only person who helped me solve an ongoing problem from March. If it were not for her patience, determination, and know how this never would have been solved. I am only giving her the 5 stars. Thank you again Imani.

This is an update to my original 1 star review (see below). I’m updating because shortly after posting, RealReal contacted me, apologized, and offered a resolution. RealReal followed through on the timely resolution promised. They gave me a full refund for the shoes, covered the return shipping, and credited my account for a future order’s shipping fee. I have since placed another order. Everything went smoothly. Admittedly I was nervous and triple checked sizing, zoomed in on item pics to ensure zero surprise quality issues, and double checked sizing accuracy by googling non-RealReal sites for cross-referencing & validation. Not an ideal customer experience, but a stop-gap for that purchase. Original review: I purchased a pair of 8.5 Alaia heeled ankle boots on sale marked no returns. I didn’t think anything of it bc I already own knee-high Alaia boots in the same size. I was surprised and disappointed when the new boots arrived & were too small. I called customer service 3X. Once I waited 5 minutes before I hung up, the 2nd X I waited 15 minutes before I hung up, 3rd X I waited until someone answered which was close to 35 minutes! I explained the situation. I asked if I paid for return shipping, would RR give me store credit as a courtesy for a long time loyal customer. I was told the manager would approve the store credit if I emailed a pic of my boots & the RR boots to prove they were the same size & the pair I owned fit me. I thought it was a strange request, but agreed anyway. Here’s the exact email I received while on the phone with customer service: “Hello Thanks for contacting The RealReal. Please reply to this email with a photo of the boots Alaïa Leather Studded Accents Boots. Could you please send me a picture for this boots and another Alaia boots to compare the both boots?” I sent the requested pictures and didn’t hear back. 4 days later I emailed asking for a reply & resolution status. This is the email I received: “Good Afternoon Dierdre Slavin Regarding our conversation about the order # R350340561 The support team denied to return the item # AL253512 because it is as described on the website is size 8.5. However you can reconsign these boots.” Basically RealReal not only misled me by telling me I would get store credit if I emailed photos proving my claim, but also wants me to pay shipping to give them the shoes so they can resell them and keep 50% of the profit. I’ve been a big advocate and cheerleader for RealReal referring my network to them for 3.5yrs (I’m in outside sales in the beauty industry). Because of this experience, they lost a loyal, repeat customer and an enthusiastic referral source.

My wife and I have made around 50 purchases from this site in the last year and there have only been a handful of times that there were issues that I would complain about. I agree the measurements are going to vary, but I also understand that can be due to a variable of factors on some clothing. There have been a few times that I was less than pleased with the packaging of items, but I have not had anything that caused damage to an item. Of all the items purchased we both agree that they are usually 90% accurate on description. I have also received a few items that on appearance was questionable and even took one item to be authenticated and at the store a sales person said it was a fake, but then a more senior person there said it was in fact authentic but from an older season so just because one person at a store says something is fake doesn't mean they know everything. Overall we are incredibly happy and will continue to use this site unless things change.

I have gotten several pre-owned designer items from The Real Real. The quality has always been superior and the cost is reasonable based on the quality and brand. Most of the items come in their original packaging, but those that do not are packed in The Real Real's own fabric bag. I love this site and have never had a problem with counterfeits or items not being as described.

I have been purchasing and consigning at TheRealReal for over four years and find both their website a treasure trove of merchandise and customer care above the rest. They are very prompt in response to a request and have found they resolve issues with prompt courteous service.They aim to please and if not pleased will make it right. TheRealReal is my favorite purchasing site bar none.

The RealReal not only allows you to buy "gently used" high end merchandise at affordable prices their customer service is top notch! I needed to return an item that didn't fit but I had lost the information sent with it. I emailed them and within 8 hours I had a reply on how and where to return it. When you have questions or concerns they respond immediately I highly recommend this site.

Shameful excuse for a company. They lost my item and offered an insulting amount (with no apology). After two months of trying to get in touch with them, i was finally routed to their team in India for a broken english response that was unacceptable. They have no idea what they are doing. They mislabel things all the time and sell fake products (I purchased one of them and it was a nightmare to get my money back!). Shameful and disgraceful.

I had 3 high end items to sell and decided to give this company a try. It will be my LAST and I will be sharing with everybody who will listen to NOT work with this company! My 3 items were received on 2/17/23. I was told reviewing and processing of the items can take up to 3 weeks. I was also told that the price they decided to sell my items would be shared with me prior to the items going 'live' in case I didn't like their price. That did NOT happen. Two of my items went live without The Real Real advising me of their price beforehand. My shoes sold on 3/13. My purse sold on 3/6. My $500 watch? It somehow got 'lost.' They offered zero explanation as to how this could happen. But were quick to provide a 'resolution' by giving me a refund of my 'commission rate' from their list price as if my item actually went live!!! This is outright theft. I am out a $500 watch, and TheRealReal is instead refunding me $267 which would have been my commission after the item sold. I am disgusted with how this company does business and will put them on blast until this is properly rectified. Please look into this company and how often their customer's shipped items go 'missing.' The following two sentences are from an email of one of their 'consignment concierges'...note, they have a "shortage department." Which should make one wonder how often items go missing in order for a "shortage department" to exist. Secondly, the "buyout process is handled as if the item was sold on our website." That is THEFT! They lost my item. It was never sold on their website. And it's value is over my commission rate. "Please note, the buyout process is handled as if the item was sold on our website. I have escalated this issue to our shortage department to accommodate the absolute best buyout price."

I purchases Halston Long Cream Colored Evening Gown new w tags. The dress is beautiful, but the bottom is extremely dirty. There is no way you can miss how dirty this dress is. The handlers need to provide better care while handling an expensive evening gown. The dress is also too tight. Measurements are not right. I also purchased a Ted Baker cream colored sweater. It’s dirty as well. The sweater is also covered with lint balls and has extreme pulling. The RealReal is very expensive. With the high prices, I expect the items to be described appropriately. Better descriptions and not misleading.

Real Real Disappointed Had 2 like new Tumi laptop bags that I wasn’t using. Customer service was great at first. I paid about $1000 for both bags and both were less than 3 years old and in mint condition. We discussed a price range of what I could expect to receive from selling both bags. I estimated the low end. I was real disappointed when the first bag sold and I received a check for $25. I was real real disappointed and furious when the second bag earned me a $3 check. Had I known I would have received less than $30 I would have kept the bags or given them to a women’s shelter. I won’t sell here ever again. Terrible upset this was my experience.

I think I purchased about 25 things from here on the last year. Most of the clothes/shoes I receive are as listed. But there have been a few issues here and there. Recently, I received a dress that wasn’t the measurements listed on the site. I contacted customer service and was given store credit only, since it was final sale AND i was responsible for the $13 shipping. I received another dress listed as “some discoloration on the front and under the armpit”. It was littered with what appears to be tomato sauce all over the front, and lots of deodorant under the pits. I immediately returned it, and again, was responsible for the shipping cost. Other than that, ai haven’t had too many issues. I think their data entry people have a quota of items them need to post on their site, and as a result, there are descriptive errors and incorrect pictures posted. If they cleared this up, and allowed free returns, I think A LOT more people would be attracted to use them more.

I consigned six items in my first shipment to them. Three sold and I received my commission on a timely basis. Another item sold and was returned. I recently sent them 9 more items and they acknowledged receipt. The items are beautifully photographed and (sort of) accurately described that I can tell. My experience so far is that their descriptions are iffy. I sent them a brand new pair of Prada sunglasses with case. They said there were scratches? A Hermes scarf I sent that was still folded in its box is described as a shawl and priced very high at $895. It's a scarf, not a shawl. I've asked to have this changed. No response. They take way too long to upload items online. The first shipment took a month. The second shipment went from Las Vegas to New Jersey which makes no sense to me. I see no reason listings should take 2,3 or 4 weeks. Yesterday, I called customer service. The first person who answered was talking so fast I couldn't understand what she was saying. I must have said wait, stop, hold on, slow down a dozen times before she hung up on me. I called back, and someone answered, I got out one sentence and got put back on hold. Their auto-message says a wait of less than ten minutes even when you've been on hold for 15. I finally hung up, texted one of their reps and she didn't get back to me either. I will see how this second shipment goes. I have some other items to send to them but will wait and research other selling sites. I don't want to bother photographing, uploading and shipping myself so don't want to use Poshmark.

As a consignor I feel we are paid peanuts for our designer items. The time you have to wait for your credit is also very long. I have seen my items getting sold and then returned as buyers have 14 days to return the item! So I'm pretty sure my expensive items have been worn, been in selfies and then returned to RealReal. The return system is seriously flawed and does not protect the seller. As a buyer two things happened to me recently that shocked me: I bought a pair of Chanel trainers size 39 and when they arrived and I tried them on I felt one was loose. When I checked one sneaker was a size 39 and one was a size 40! I sent them back with a handwritten note saying that I was disappointed and that they needed to inform buyers that the sneakers were two different sizes. I kept them in my wishlist ( forgot to remove) and was shocked to see them back for sale a week later- without an updated description! They also never acknowledged my note. About a month later I bought a pair of Valentino heels labelled size 9.5. When they arrived they were a size 6!! How can you make that mistake?? It just shows you how careless their process is if no one even picked up on this!! I emailed them and told them exactly what I thought of their product description! I sent back the item and am waiting for it to be refunded. How this can happen twice in a month is unbelievable. Carelessness.

Excellent service. Items are well described, and the site is always willing to provide additional details. Purchased items arrive in nice bags, carefully packed. Customer service is very prompt and helpful. I have purchased fabulous things on this site and think the world of it.

I’ve been a customer for the past 2-3 years now and have purchased at least 30 items. Up until about a year ago I was very pleased. A very good rating meant expect great, the packaging was very good and the deals were good. In the past year I have noticed a significant decline in a number of things. Like some of the other users, the quality is now a crap shoot. Very good can mean great but it can also mean fair To poor. Moreover, the packaging has been horrible on the last 5 or 6 items I received. Leather bags squished and folded into boxes without air paper and dust bags. Clearly some guy in the warehouse threw in these expensive bags in boxes without any thought. It creased the leather on a $500 bag as a result. While I was permitted to return it, I had to pay the shipping both ways, they acted like they were doing me a favor in accepting returns, and made me send proof of the creases to the representative. Considering I’ve spent so much money with the company, you would think they would show more courtesy to a good customer. Today, I received a bag listed as very good, which had damage that could never justify the rating. They only agreed to give me a store credit and would not return it even after I photographed the damage 10 minutes after arrival and offered to send the proof. I’ve purchased 15-18 bags already from them . That alone should grant me the courtesy of a real return. Additionally, the pricing is all over the place. Sometimes you’ll find an item with 3 different prices. It’s random. Sometimes that’s in your favor but mostly it’s grossly inflated. The photos are not that accurate and never show enough of the item. All in all, there are some nice buys to be had but I’m becoming disenchanted with the company and particularly their return policy. I don’t want to spend 25$ to look at an item site unseen and then be given a hard time returning when it’s not described or photographed properly. I completely gave up on clothes because they are almost never in the condition they claim. The photos are deceiving. The last few things had tears never listed in the description. Lastly, I did buy a pair of Chanel shoes and the heels arrived seemingly in one piece but literally cracked in half trying them on. I liked them so I opted to have the heels replaced for another $20. Clearly they were a lot older than it appeared in the photos. Fashion file and Rebag.com are much much better for expensive bag purchases.

Bought designer clothes from here and very happy with purchase. The purchase of shoes however, not a good experience. Shoes even though were supposedly designer, the leather was very cheap and squeaked. After putting leather softener on them, the color bled and left the shoes discolored and unusable, I ended up throwing them away. However, customer service was excellent, very polite and helpful regarding overcharge on shipping. Will not shop with them again, hit and miss.

I made several purchases from The Real Real this year and I love it. The sizes and conditions were exactly as described. I am new to luxury brands and The Real Real has introduced me to how great a garment or handbag can be. I recently had a purchase stolen due to a careless mistake by a Fed Ex driver. Much to my surprise and delight, The Real Real refunded my purchase. I was touched that they trusted me and cared about my business. I have never consigned with them or purchased items over $250, but I am very happy so far and will continue buying from them.

RR only uses FedEx for delivery, and requires you to sign for packages valued $995 or over. The issue lies with FedEx new non-customer friendly policy of "one delivery attempt only," for signature- required packages. If a customer isn't available during a FedEx random attempt, the package is held at a FedEx location and you are required to drive for package pick up. They will not attempt to re-deliver. They deliver up until 8pm which means you are tied to your home/business until then. Requests for RR to use another carrier with more customer-friendly policies were met with a "sorry, too bad" type response. Their carrier choice ruins the experience on the consumer end, and acts as a deterrent for purchasing pricier merchandise due to the inevitable inconvenience of Federal Express.

I bought a high-end leather handbag, when I received it ,it was filthy inside... full of popcorn, not the packing kind the theater kind! I was completely disgusted! They did take it back quickly and give me a full refund but I'm just appalled that something like this would actually get packaged and sent out. It's a shame cuz it was a beautiful handbag, I will never buy from them again

I sent clothes to The Real Real consignment to be sold and they stole over half of them. They said they were not authentic and kept them. I have contacted the company 3 times regarding this and they said they would send my stuff back. The 4th time I contacted them they said they were sorry to inform me that they would not be able to return my stuff unless I provided proof of purchase. I sent them my receipts for the items and they still will not send me my stuff back. They will also not end my listings and send me back the stuff listed. I want all my things back. This is theft.

Do NOT EVER EVER sell with this company. They lost my Birkin bag, then my box, agreed to pay me the full consignment cost, & is now saying that they refuse to because THEY lost the box and dustbag (essential parts to selling my item). This is the MOST unprofessional, unsympathetic, and disorganized company I have EVER dealt with. Please please look and read my photo emails before ever considering to sell or consign with this company as I hope no one else ever has to go through what I'm going through. Especially don't ever sell or consign expensive items like Birkins or Chanels.

I have been a customer of the RealReal since 2017. I returned a pendant and a bracelet in the same box having the same RMA. They refunded me the bracelet but not the pendant. I shipped them in the same box! Three months of listening to their employees read from scripts and telling me they would resolve the issue within 24 to 48 hours. They refuse to give me my refund. They have the merchandise and my money. This company is unethical. Shop elsewhere.

I used to sell and buy from the Realreal until I bought a Cartier watch that was yellow gold. However, when I checked on the official Cartier website and upon contacting them, they advised that it comes only in rosegold. This is when I got skeptical about its authenticity and started comparing the images on the Realreal website and the official Cartier website to see so many differences beside the gold color. I contacted them to cancel or recall the order the same day I had ordered, but they refused and advised that I can return it once received and they will get it reauthenitcated when they saw the images I attached that clearly show their watch is fake. I checked other Cartier watches on their website and found them fake when compared them with images of the same model that Cartier posted on their website. I would never trust this Company again, they started with some ethics and now they have shifted to quick easy profit using the reputation they had built for themselves. It has become an unsafe platform just like Ebay. I was referring many of my friends to this website as guaranteed authentic till I discovered how unethical the way they do business. I wouldn't be surprised if most of their Hermes Birken and Kelly are also fake, which is extremely hard to be able to tell its authenticity, since most Hermes bags in the world are fake due to the fact that it's extremely difficult to buy one straight from Hermes even if someone has the money to buy it. I wish I am able to include images of the fake watch that was sold to me by Realreal in my review for reference. I hope such conduct is going to be reported by other buyers when discovered so that they don't sell items whose actual value may be only 10% of their price value making tons of profit by cheating their customers who trust the name.

-1 if I could give a rating of -1 I would My experience with them has been marginal. For the first time I bought an expensive piece of jewelry. It was listed as eligible for a return. I received the item and within about 10 minutes decided I didn’t like it and was going to return it. I put it back in the box it came in with the pouch and the manufacturers card. Read the return instructions very carefully requested a return the return was authorized. Got the label packaged it up very carefully and returned it within 24 to 48 hours. I then went on vacation and kept an eye on the UPS tracking and saw that it was in fact, delivered to them within 48 hours to their warehouse in New Jersey. I expected to have my refund put back into my credit card account within a reasonable amount of time they say 3 to 5 days. Imagine my surprise when nine days later I have no refund. I am now back in the country after my vacation and I write them an email and say hey where is my refund they claim that they did not get my return until February 15. Which I dispute as I have the UPS email and the email from them saying that they received my return on February 10 -the right hand obviously does not know what the left hand is doing. I send them screenshots of the original listing where they now say that this is a final sale item they have it marked down another 10% and they have it listed on my page as an item that I can consign? Consign I’m not consigning it. I’m expecting a full refund (minus shipping) of course by now there’s a flurry of emails going back-and-forth and I’m getting no straight answers and I’m being told that they’ve had to pull in another associate in to further look into this inquiry. I’m getting no answer as to why I’m not getting a refund no answer as to why there’s a discrepancy that UPS says they got it in the warehouse on the 10th and confirmed by then it was received on the 10th yet they say they got it on the 15th and bottom line where is my money better yet why are they saying it’s a consignment item and the price is already been dropped from over $3500-$2900 ? I don’t only item I don’t have the item and I’m certainly not going to consign the item. I want my refund. As they tend to use American Express for most of these types of transactions, I write them one less email and I tell them you have 24 hours to fix this or I will dispute the charge with American Express and American Express. I adore because they don’t play. I have all my ducks in a row. I have all the emails I have all the screenshots. I have kept everything to dispute this transaction and that I have kept all records, I don’t hear back from them in 24 hours. I called American Express. I have the RMA number I have the UPS tracking number I have the order number I have all my ducks in a row. Thank you American Express because in 20 minutes the money was back in my account and I’m gonna let the Real Real and American Express duke it out and I am pretty sure that American Express is going to win this one. That’s what buyer protection is for- thieves liars, and unfair trade practices. On a sidenote, I did luck out on a purchase- they sold an item as 14 karat gold with no hallmark , and that tested as 14 karat gold.- well they’re certified G.I. a gemologist must really stink because the first thing I did when I got it is loop it with a 20x loop - imagine my surprise when I found an 18 karat gold stamp, hallmark identifying it is 18 karat gold and then I asked him tested it and it acid tested as 18kt gold. So at least I won that one. I pity the consignor however because that’s just downright unfair. I was going to consign quite a bit of jewelry with them but after that experience, there is not a snowballs chance in hell, I would send them a silver dollar to sell. One of the comments is here said that they would continue to buy hoping to pick up a good deal that they had overlooked my advice? Don’t consign a single thing with them and buyer beware. And if you do buy some thing, make sure it’s not a final sale or be pretty sure the product if it is a final sale and if it’s not a final sale make sure your credit card company will stand behind you and screenshot everything and don’t waste time and file a dispute with your credit card company. Don’t play with these people - hit them where it hurts -right in the wallet with the big dogs - as in the credit card compagines. let them fight the fight for you that’s why you pay the interest rate you do- the interest-rate we all pay. If they want to play dirty and take advantage of the consumer, consumer can certainly play dirty right back, and use the power of the banking industry to kick back at them.

I sent 8 items in excellent conditions, which would have probably sold for ~100+$ on average a piece on Poshmark or Ebay. The Pro is that 7 out of 8 items sold really fast, the Con is that my "commission" was ridiculous (20% for each item, after multiple price drops). I earned a whooping 90$ and had no say in the pricing and no visibility into the commission I could expect. I will never use this platform again - I would much rather donate to my local Goodwill. Also having bought a couple of the items on this platform, which I sent back to consignment (as I ended up not wearing them), and seeing what I earned from it left a pretty bitter taste (bought a pair of Chloe pumps, like new paid 200$ - earned 44$, and a pair of sneakers, like new, paid 125$ - earned 18$) - again with no visibility into what I could expect.

Buying on the site might get you some good deals, since they price notoriously low and discount the already low price by 20% the day it goes live and keep slashing. They are obviously only interested in sales volume and need the cash flow (read about their financial difficulties on the internet). My big mistake was not reading more reviews before sending them my items. NEVER send them anything that's vintage or requires a more skilled appraiser or you'll probably get ripped off. I sent them two Keiselstein-Cord items: a beautiful Authentic Crocodile Trophy handbag made in Italy before 1990 in perfect condition with the cloth bag and a sterling silver (clearly stamped on the back) alligator buckle with belt and special silver belt loop, which they labeled as silver-toned. Other sites had similar items but TRR brags about their expert appraisers so I sent these vintage items to them, especially because my original consultant told me I could have them returned if I felt the price was too low. (she then promptly left the country without giving me contact info in her absence. Other sites had the bags priced from $2,000 - $8,000 for the bags and $500 - $600 for the buckles only. I didn't expect $8,000 but somewhere in the middle and kept checking to see how they would be priced. They suddenly went live at ridiculous prices and sold immediately that day. Bag was priced at $455 and belt at $345. I kept trying to call my consultant and the office, sent emails and chat messages to try to stop the sales but was eventually told it was too late, they never cancel a sale. I filed a dispute and they finally settled for a few hundred dollars more after four months, but not nearly what the items were worth. Either they didn't know what they were looking at OR they did and the appriaser priced them low to snap them up or have a friend get them. Look at the ads they send daily saying "Up to 30-40-to 80% off". How can sellers make any money?? They also featured a couple of their appraisers in their Email ads and how experienced and skilled they were, finding a vintage Hermes Crocodile Bag worth $52,000. I guess that appraiser didn't see mine. Bottom line is they only care about cash flow and attracting more buyers. They need sellers to supply their merchandise but don't care about you or quickly resolving any issues, terrible customer service. If you have a new designer item with the tags attached, you might get a fair price as a seller, otherwise look elsewhere. I will never sell another item with them but may peruse the sight to see what treasures they have undervalued to make a quick buck.

I have been shopping on The REALREAL for YEARS. I am not here to argue fake or authentic … but the major concern of advertising what the item IS NOT. My past three orders have advertised a size and when the item comes they are a completely different size - sloppy or purposefully deceiving because their return policy is HORRIBLE!!!! Or the company advertised a size and in the small print in the description they will state the designer size —- dang you guys —- just post the size of the item. I am so angry as a few Christmas gifts were epic failure due to poor oversight and company values - integrity for quality. Not a fan any more!!!

I used TheRealReal to sell some clothes and shoes when I downsized to a smaller living space. It was great recycling some clothes in good shape which were ready to be worn by new owners. My experience with the site in the last few weeks has been ATROCIOUS. After hours of emails and calls to customer service, the site was unable to update my credit card. So, after loading up my shopping cart with the same items numerous times, I couldn't check out with my items. I was then forced to travel to a retail store where a helpful clerk was able to load my cart again and complete the purchase. He gave me $25 off for my troubles. As an aside, he told me that ever since Customer Service was outsourced, service had been a disaster. Once the items I ordered arrived, I needed to return them since they didn't fit. I quickly received one shipping label for the one of the boxes. The process to get a second label TOOK AN HOUR. Multiple text messages to Customer Service went unanswered or were returned because they were undeliverable. Life is short. To TheRealReal, no I won't be ordering anything from you EVER AGAIN. I still need shoes for my son's wedding andI won't be buying them from your business.

In September 2022 I sent a brand new never used Louis Vuitton Speedy 20 with the black jacquard strap. It was purchase April 2022 and the strap has the upgraded adjustable strap feature. It was a full set, box, dust bag, lock and keys, tags and gift receipt. I have sold many bags over the years and have never had an issue so I trusted them. Now Monday Dec 5th I call again. I have been calling since October but for the last 4 weeks I’ve been call f every week because on my end my handbag says it’s pending price review and has not gone live on their website. Also there are no pictures of my hand bag. Magically I receive a email today same day saying to approve a price it was so low I don’t know how they came to that number $1295 usd. Retail is $2030 and what I paid without tax at LV boutique. There is a similar hand bag on their website 2021 speedy 20 black strap pristine condition like mine but no adjustable strap live on their site for $3200 so how they came to the price of my hand bag is insulting and a joke. While on the phone trying to figure out my initial issue of why it still was not live, I tell them I got the email and am declining their price and want my hand bag mailed back. The customer service rep says he has declined it and my bag will be mailed back. I’m worried because of the price they offered I will not get the exact bag full set on same condition back. Now 12 hours later I go on my account and it says it SOLD. And will recieve $971 in my account January 15th. How it sold I don’t know because there are no pictures and from what I can see on my end it still has not gone live. I am extremely stressed and unhappy with them. They have basically stolen from me. Someone or a group of employees are ruining this company and running an internal scam. They need to be held accountable. If anyone is suing or wants to please reach out to me.

Wide selection, easy to navigate - but that's where the pleasantries end. Items are overpriced, even more so if you are purchasing in Canada. Expect to pay high shipping fees (50+ CAD) and duties upon arrival ! Don't forget the exchange rate either. I have now received about 75% of my purchases with damage and/or wear not pictured or disclosed in the listing. Return process is convoluted or nonexistent. When I complained about a final sale item having serious damage not disclosed in the listing, I was offered a credit for the website - a credit that won't even cover the shipping cost of ordering something else. Yeah, thanks.. The prices fluctuate wildly, and there doesn't seem to be a clear logic to the pricing and markdowns process. I have even seen items priced OVER the last available retail price for NEW. It's honestly a waste of time and money to shop with the RealReal.

I have been shopping on TRR site for a few years and recently sold some items with them. First, I was excited to purchase designer items at a fraction of the price and condition description for the most part matched the item received. As of late though, sizes have been incorrect, condition listing incorrect, fake items (Prada shoes) received and returns invoices that would take a CPA to figure out. It was for less than $50 so I let it go but it nagged at me and left me wondering if there's accounting shenanigans?? It certainly felt amateur and it appeared their service was going downhill. Then I sent in items for consignment and they rejected 40%, with some of the brands rejected for sale on their site?? Finally, returned a bunch of items where my AMEX debit doesn't match the credit by $100 (in their favor of course) and I was billed twice for $12.95 shipping although all items were in one box with 3 RMA's (which they said is OK to do). After reading all these negative reviews, I am now reluctant to buy or sell from/with them. Very disappointing as I thought they had a good thing going, but their accounting is WAY off and I don't feel like losing any more money with them. It all adds up!

I have purchased several things, some shoes and a handbag. I was pleased with 2 of my purchases and felt I received a good price. The problem came when I received boots that were listed as size 36 but when I received were size 36.5. Too big for me. I was told that it was final sale and I could only resell them. After speaking with several customers service reps they finally allowed a return. The second concern was the same issue but the shoes I received were dirty and so stretched out that they appeared to be a size and a half too big. I immediately tried to reach customer service through the chat feature. They ask you to wait for a customer rep to reach out to you. Which can take up to 10 minutes. Unfortunately, I missed the rep twice. By the third time I finally spoke with someone who told me it was too late for a return. With pushing they agreed to a return for store credit. I immediately returned the shoes but in the end they only issued 1/3 credit of what I paid for the shoes. This is the last time I will purchase anything from the Real Real. Their quality control and return policy is terrible. It is definitely not customer service friendly.