The RealReal

I am a VERY angry customer. Never again will I shop from The Real Real. I bought 3 Lanvin dresses but wanted to cancel my orders within 5 minutes after I've placed them because I've realized the international shipping cost was a lot! There wasn't a button to "refund" my order on the page so I had to chat to an agent for an hour for them to initiate the refund. It took ages to connect to one of their customer service staff. It took him/her almost an hour to initiate the refunds. They first said I would get my refund in 3-5 business days, then it turned into 8-10 business days for international transfers. What? Here I am, 12 days later, I still haven't gotten my refund back. Meanwhile, I also messaged one of the agents on their WhatsApp customer service helpline, one customer service agent called Stevie M.'s attitude was a bit weird? He gave me a long lecture about how funds can have hiccups without showing any empathy that I still haven't gotten my refund back. Please see below the copy and pasted messages: "*Stevie M* Waiting for funds to transfer can be frustrating. But as frustrating as they are, delayed payments are a common hiccup that comes part and parcel with running a business. And more than simply a frustration, a delayed payment can have a tangible effect. It can mean the difference between a bill getting paid on time, and a hefty fine. It can mean your staff don’t receive their wages on time. It can mean the difference between hitting your targets for that quarter or not. The direct impacts on your cashflow are obvious. *Stevie M* There is no set or defined timeframe in which a bank transfer should occur. These days a bank transfer can take anywhere from one to ten business days. *Stevie M* I can understand your disappointment but it has been initiated from our ends. It will be credited soon. I will suggest you to contact your bank as well."

I recently ordered a pair of suede Aquatalia boots on 4/14. On 4/18 I reached out via chat since the status never moved from confirmed. The representative, I will not name confirmed the order had been pulled and ready to ship. Informed her twice that my account does not indicate anything she is reporting. Next day I receive an email the order was cancelled due to error in inventory system. Granted my wife ordered a pair of Burberry sneakers on 3/24 listed as a size 12 and they were actually a size 9. Second time this has happened. I had purchased a pair of Adidas 424 Pristine and was cancelled for the same inventory error. I reached out again and was told I would receive a 7 day $25 courtesy credit. I responded I have already received a credit of $25 and she responded “ Yes I know but I got the approval from the team to issue $25 courtesy credit”. So with that conversation I expected an additional credit. Two days later no credit and was told by another representative “ I would like to inform you, David you have get only $25 on cancel the order”. This is after I pasted the previous conversation. Informed them I would complete a review highlighting their inadequacies and misleading customers. The response was “ I am giving $25 site credit for the mistake from our end”. Still the additional credit has not been applied. Will not do business with them again. Member since October 2021.

I have to agree with so many others here and warn - do not consign with these con artists. I did a "test" after one of their people called and texted me several times and pressured me to consign. She told me my designer dress, which was New With Tags for $1090, would be priced between 400 and $500. Nope.. they priced it at $245 with a 20% discount so it sold for $196? It sold in less than a day I didn't even have a change to complain and urge for a higher price it happened so fast. I thought I would be able to at least approve the price? $108 for a $1090 new dress with tags of a very popular designer. Unacceptable. They failed the test miserably. I regret sending them my property, I regret believing that wench who lied to me and called me and emailed me and texted me. Such desperation. NEVER AGAIN. And on a buyer's note, who the heck charges a flat rate shipping fee of $13. They do. They're the only ones. And again shipping charges to return? Please just avoid. They are scammers and greedy jerks.

I recently was a 1st time customer and bought 2 small purses together in the same order & was charged the shipping fee TWICE! I finally found their # after getting no response to the email I sent them & the rep I spoke with refunded me the 2nd fee, no problem, great! Until….I got the bags. A Furla & a Tod’s, both “Final Sale’. The Furla is authentic and in excellent condition, no issue there. The Tod’s is an obvious FAKE, They took photos in such a way that I couldn’t see the interior of the bag or the logo clearly…I called them back and the guy said all he could do was give me a $10 credit that I had 7 days to use on the site…..are you SERIOUS?! He didn’t seem to understand that I don’t trust The Real Real anymore since I received a counterfeit bag that THEY claimed was an AUTHENTIC Tod’s and obviously was not. 50% of my order was counterfeit and that is a huge problem for a site that GUARANTEES brand authenticity on ALL of their merchandise. They claim that they employ an “army of experts” who do this for a living and stand behind everything they list….except, apparently, my KNOCK-OFF bag! Oh, and the sizes of both bags was waaaaayyyyy off, both the visual representation of it against the avatar model and the measurements listed…each bag was MUCH smaller than advertised. How does this business get away with what they are doing? First of all they LIED in the listing stating the bag is authentic but is clearly a (bad) knock-off. Secondly, they KNEW it was counterfeit and purposely posted obscuring photos of the bag to further mislead the buyer, me. And finally did nothing to rectify this issue or even apologize to me when I called the company to report this issue. They have therefore committed FRAUD and it’s shocking. I’m disgusted. (And the packaging was so careless & minimal that I’m amazed both bags survived the journey to Canada). Shop at Your Own Risk !!

Date: Feb 10, 2022 I ordered 4 items on TheRealReal web site. It wasn't my first purchase. February 18th I received my order and it was a wrong item. I spoke with an assistant Preston that day and he confirmed the wrong item and created a free return label for my items. In order I had 4 items and 3 of them I SENT BACK. Then I got an email that I received money back ONLY for ONE ITEM (the cheapest one in the return parcel). They still owned me more than $300!! March 4th I spoke with assistant Shaun M. Her answer about my concern "I have escalated this to our returns team for refund, they will look into this and process the refund within 3-5 business days. Now don't worry about refund." March 15th I spoke with another agent again (can check his name later. He said my problem will be solved in 72 hours. March 22nd Patrick M. "I have successfully escalated the concern to the returns team to check why it is taking too long to refund, request you to please wait for 48 hours." March 29 Kate M. "I have raised the concern to the concerned department to get it sorted as soon as possible Please allow me 24-48 hours to get it solved" No answer again. THEY'VE JUST LOST MY RETURN ITEMS and don't want to return my money back! I think it's gonna be a case for a court cause I can proove that I send all items back and they are lying to me 50 days long!

I have never sold on this site but I have bought a few things. Customer service is horrible. I bought a still very expensive expensive no return sale item (a platinum diamond brooch/pendant ) that I needed to return because the description failed to disclose the actual pin mechanism lock was broken and the retracted pendant mechanism was also broken! It was platinum so would have been a fortune to replace (not repairable) broken parts on this pin. Applying the necessary heat would have damaged the filigree and possibly the diamonds unless they were removed and then reset! It was not my fault that they screwed up the description at best or deliberately failed to disclose the damage at worst! In fact it falsely alleged it was in good condition. I spent many hours (my billing rate is 350 per hour so a real waste of my time!) trying to get the return approved and after finally getting it approved they wanted to stick me with a site credit and admonished me that in writing for any future purchases the ALl Big sale items were final sale (regardless if they were misrepresented was the just!) after my terse reply (more wasted time could be billable hours for me)I received an apology email. Too little too late! So if they misrepresent something basically it’s tough for you. I’m an attorney “so this dog don’t hunt” as we say in Texas. That’s no doubt a violation of consumer law, also arguably a classic case of deceptive trade practices (treble damages!) . So unless you are willing to spend hours and raise your blood pressure fighting for your rights, best to avoid this site based on my experience!

A friend who is a huge fan of TheRealReal recommended I consign with them. She told me upfront that she would also be getting a referral fee which I had no issue with. I had an in-home appointment to review my items in order to assess what was most saleable and in total consigned 13 pairs of designer shoes (Manolo Blahnik, Jimmy Choo, Prada etc) and 20+ clothing items. Getting through to TheRealReal was a total nightmare. You cannot call direct and when you do, you are placed on an indefinite hold with a recording that your wait time is less than 10 minutes. I left my number for a callback that never came. When my items were finally published on the site, I was shocked to see how little they sold my clothing for! An Equipment silk blouse with sales tags attached sold for $40 for which I receive $12! I would've rather donated the item than sell it for $12. An Armani blazer that cost me almost $1000 and was worn once is listed for sale for $80 with a condition description stating there is piling throughout. Not only is that false, I will recoup a big $24! I am so upset, I have asked that some of my items be returned as I'd rather keep them or sell them on Poshmark. I was told there is a $15 per item fee to return them. I specifically questioned the rep who came to my house about any issue I may have with TheRealReal's pricing of my possessions and directly asked if I can have them returned if I do not agree with their suggested price. I was told it would not be a problem and I could request my items back. She never mentioned a charge to get my own clothes and shoes returned and when I called to question her, she told me well yes there is a $15 fee but I've never seen it charged to anyone. I am beyond distraught. I will likely look to have my remaining items sent back and will NEVER NEVER use them again. Thankfully I didn't give them my collection of designer handbags which if I choose to sell, will fetch far more on other resale sites

If I could give zero stars, I would. Terrible customer service. They have not paid me for my consignments. They have not returned any of my inquiries. I had sent in over 30 consignments and they priced them and discounted them to such a low price, that I asked them to return all my items. TRR decided to pick and choose which to return, and which to keep and still sell - against my instructions. They now have sold designer clothes of mine, at steeply discounted prices, against my will, and have yet to pay me. I am even thinking of taking legal action against them. I've never dealt with such a terrible company or service. Never again.

I was excited to order a Tiffany necklace from the RealReal. I decided to order from them based on the recommendation of a friend in the US that has had good experience ordering. Their service so far has been awful. The necklace is stuck in customs due to incorrect documentation. Anytime I ask for help they ask to please check back tomorrow. The service team refuses to check with their logistics group or gives vague responses. They have a script and beyond that customer service cannot help with much else and don’t have the right level of language skills. Unfortunately the shop is not mature enough process-wise to be an international webshop and deal in international logistics. Additionally their customer service is only meant to delay you from any claim, and the team is not empowered to actually fix customer issues.

So unfortunate that this company has gone down hill. Being a 'VIP' client, I have sold items through them for at least 5 years. It now takes literally months till they actually place an item you send them on their website. The last two items I sent them, in SAME package, they claim only one was received. They cannot even tell me which item was received as no picture was taken. They claim they will have to do a investigation and can take up to 14 days for a conclusion. A conclusion??? I literally placed both items WITH a packing list describing both items in package. What??? I am still waiting for a Supervisor/Manager to phone me back. I will NOT take this lightly. This item was costly. I will contact the BBB, and any other consumer fraud division, I can.

Absolutely ridiculous. My package came vandalized and damaged and all customer service is saying is that they will give me a 25 dollar refund, that there is nothing else they can do. All shipments are insured, there is plenty they can do, they just don’t eat to. How on earth can a company operate this way. It’s almost fraudulent. This was my first time buying from them and I will not be shipping with them ever again. I will never recommend them to anyone I know either. What a completely unreliable company. Their claim that they provide a safe and reliable platform for buyers and sellers of luxury items is absolute hogwash.

Do NOT consign with the RealReal. I just did, and boy, do I regret it! They offered me a $50 "bribe" to consign with them, and now that they put my clothes up, I can see why the bribe was needed. One of the dresses, for example, is a Carolina Herrera brand new dress with tags that I purchased at a Carolina Herrera store and never wore. Not only was it never worn, it hadn't even been tried on since I owned it! (My daughter felt it wasn't her look.) The dress, which originally retailed for $700, went directly from the Carolina Herrera shopping bag to the Real Real. It sold the first day they put it up. Do you know what my earnings are? 16 dollars! Sixteen whole dollars for a 700 dollar dress! They put it up without saying it is brand new with tags. In fact, they wrote, "minor pull throughout." The dress was BRAND NEW. There wasn't a single pull anywhere unless it happened in transit to them. And the other clothes I consigned were put up with equally low price tags. When I gave them the clothes, they told me that if they don't want one of them, they'll mail it back to me, so I figured I have nothing to lose. But I see now that instead of them spending money on shipping, they keep the clothes and put them up at ridiculously low prices, so that they sell quickly. What thieves! I could have put my clothes up on Ebay -- yes, a bit more work involved -- and easily netted six times the amount I'll be earning here. I will NEVER consign with them again. Don't fall for their scam.

This is my second horrendous consignment experience with the Real Real. I will never support this company again. I'm not alone-there are several complaints against this company for the specific complaints I have. My current complaint: I decided to consign my Golden Goose Deluxe Brand (GGDB) sneakers with The Real Real (TRR). I had purchased these sneakers late Sept/early Oct. 2021. I had only worn them a couple times, and they had no signs of wear. 1. On December 18, 2021, TRR warehouse marked my consignor account as having received my Golden Goose Deluxe Brand Mid-Star sneakers. 2. On January 9, 2022 at 11:18 PM I sent an email to customer service requesting two of my items that were on consignment, to be returned to me. One of these two was my Golden Goose Deluxe Brand Mid-Star sneakers. Although the warehouse had received the sneakers, they weren't listed for sale, yet. I could see the price they were going to list for, and I decided I wanted them back. 3. On Jan. 10, 2022 at 1:40 PM, Renee from TRR customer service responded to my request stating that she'd processed the request, and items should be returned in 2-3 weeks. 4. I noticed the GGDB sneakers had been processed such that they were assigned an item number, so I responded to Renee's email double-checking that the sneakers were indeed being returned to me, and she emailed back confirming they'd be returned to me. 5. On Feb. 2, 2022 at 5:15 PM, I emailed TRR customer service inquiring about the status of my GGDB sneakers being returned. They still weren't marked as being shipped back to me. On Feb. 4, 2022 at 5:38 AM, Jee responded to my request stating that the sneakers would be returned to me, and that he had sent an urgent request to the warehouse to expedite the shipment back to me. 6. A. On Feb. 6, 2022, I checked my consignor account. I noticed that my sneakers were marked as "accepted for consignment" instead of "return to consignor". Furthermore, they were now listed with a different item number. I texted customer service asking for verification that the sneakers would be mailed back to me since I noticed they'd been marked for consignment again.  6. B. Customer Service from TRR texted back stating that my GGDB sneakers couldn't be located. They said that they'd been assigned a "mock" item number, because TRR was going to compensate me for the cost as if a buyer had purchased them from their website. They were going to refund me 70% commission (because I'm allegedly a VIP consignor) from what they were going to list the shoes at.  I texted back that TRR needs to compensate me for the full price of the sneakers, because 1. They were just purchased two months prior to being submitted, with no wear; they were new, 2. I had requested them to be returned to me on January 9, 2022 before they went live on the website, and 3. I am now without the sneakers and the money I paid for them. I told customer service that I had purchased my sneakers for $625.00 including tax. Well, I just found my receipt. I actually paid $651.75 including tax. In any case, TRR plans to compensate me 70% of the sneaker price they assigned (70% of $395 =$276.50), which is ridiculously unfair. I had been requesting these back for almost a month--It isn't my fault TRR lost them!  Customer service texted back saying they had to put in a refund request for the amount I paid-their management/people who do pricing have to review my request. That's unacceptable. How is it possible they lose so many consignor items? Given how many complaints regarding TRR losing consignor items I am reading across various platforms, either TRR has a major employee theft problem, or TRR is running a huge scam whereby they buy out the consignor for pennies, then assign a new item number and resell the item thus making money off the item twice. I will be reporting the Real Real to the Federal Trade Commission for fraudulent practices as well as to the Better Business Bureau.

The RealReal has gone way downhill over the years. Too many issues over time for me to consider continuing shopping with them: incorrect measurements, sizing, and condition advertised for items; received counterfeit luxury items; terrible experience consigning which was not worth the time; absurd shipping prices (sometimes equalling the cost of the order!); they charge you the full sales tax on the pre-discounted price and pocket the extra! Oh, and cherry on top, my account was hacked and someone purchased thousands of dollars of merchandise. I immediately called them and they were able to cancel the order before it shipped but refused to refund the shipping cost, so I still got to foot that. Never again!

While I have had some good experiences with the RealReal, this most recent purchase has turned me into an ex-customer. I have purchased 40 or so items over the past few years, most were great. Some were in significantly worse condition than described (a DVF dress listed as 'excellent' that literally has stains that look like blood all over the interior), a mis-sized sweater, a Gucci scarf with no brand tags at all (essentially worthless because of this) which was not noted in the listing. I have also received items in better condition than listed, so it's a bit of a gamble. But most recently I ordered 22 items on Friday night - all of which were marked down 70%. The order was confirmed and processed on my credit card. On Sunday, I received an email stating that 12 of the items were cancelled 'due to a system pricing error', followed by a list of vaguely described items. When I go to the order confirmation on their website, I see all of the items - some have zeroed out prices, and at the bottom a refund has been issued to my payment card. I have no idea what is actually being shipped to me (only one item has shipped so far) or what I paid for those items. I contacted support yesterday and was told to basically wait and see. So they also have no idea what I paid for or what is coming to me. They 'best they could do' was offer a $25 site credit (which is about half the cost of shipping to Canada). It is unfathomable to me that a retailer can rescind a purchase after payment has been accepted and the order was confirmed 48 hour after the purchase has gone through, and I question the legality of it. I can't imagine any other retailer the size of the RealReal not honoring the price paid and confirmed for a transaction. Not to mention the absolute mess left in the wake of it (not knowing what is even going to be sent to me or whether or not it's even worth the shipping I paid since this was across 2 orders -- so looking at over $100 CAD for shipping). Unprofessional and unsavory at best - making your customers pay the price of a business error - possibly illegal at worst. I love their stock and have been a loyal customer for years (most of my wardrobe is from the RealReal). Now that I don't trust I will actually receive the items I spend hours searching for at the price noted it isn't worth it. I will stick to local consignment options.

As a shopper, no complaints, but as as consignor, ABSOLUTE NIGHTMARE. Cannot recommend enough that you do not consign with them. I used to extoll how easy and great it was, and maybe the changes are because they've just gone public, but I now loathe and resent them deeply. There is literally 0 customer service now - you can't get a response via email, you can't get someone on Chat, and you have to wait hours to get someone on the phone. I had to block their text # so I don't use that chat option, and when I tried I got useless and timewasting "support." I have had literally a thousand dollars of merchandise lost or damaged. I recommend consigning at your local boutiques or Vestaire instead. TRR will waste HOURS your time and money when they inevitably/frequently screw up, and the stress is not worth it. And for context I am a "VIP" consignor lol.

I had a very bad experience selling through Realreal. I sold an over 20 years great condition Dior shoes. The company was rushing me to send over the item by calling multiple times and then went totally quiet to let me know what happened for the sale. I requested many times and got no response. After two months, I got a check of $21 USD with a wrong name on it! $21 dollars can’t even cover the time I spent on sending/ packing the item, let alone to cover the fair price of a great condition beautiful vintage DIOR shoes. I was so pissed off! Also, the name of the check is wrong. I can’t even get a penny! I feel like I was used by the company! It stole my stuff to make profit out of it! Called, emailed, and texted multiple times and can never get a Response. I was either put on hold for more than 30 minutes until I dropped off or was told that someone will call me back ( but never did) This is the worst company ever. I wish no one uses it anymore as the company is such a lie and the company will be out of business soon. I wish I had read reviews before selling. I would rather keep the beautiful shoes sitting in my closet than being used and gain profit by Realreal. The company is tricking sellers to make profit. So disgusting!

Fraudulent thieves. Do not for once believe that they will compensate you if your items are lost/stolen using their 'approved method'. Do not be surprised if your item shows up months later on their website and you do not get your commission. Do not be surprised that they had to pay out a class action settlement due to their fraudulent practices. UPS picked up my items on the date RealReal scheduled (I have the UPS driver on video) but no tracking information 5 days later. Realreal will not respond to your emails, calls or texts. They will not even put in a claim with UPS. Their customer service is abysmal. I will not be sending in any further items. I had sent in a $10,000 Van Clef pendant which is now "lost". I will be pursuing legal remedy.

When I requested my consigned item returned, they mailed the item to my old address. That was 2 months after I updated my address on my account. They explained the warehouse had a separate system which was not properly updated. They rerouted the package and said it won't happen again. It happened again. They again rerouted the package and said they would update the address. It happened yet again a year after I updated my address. This time they could not reroute it because UPS gave the package to USPS. I lost my designer item. I tried to have them reroute it for a week calling, emailing, and texting. No one got back to me until it was too late. They offered to buy the item but the price was ridiculously low, which was the reason why I wanted it back. How hard is it to update a customer's address? Totally incompetent. Imagine your expensive jewelry getting lost. I won't consign here again.

Maybe to purchase it's an ok place, but as a consignor? Not so good. They give drastically reduced prices on expensive items. They also had my incorrect address and I told customer service this fact like 5 or 10 times but kept getting tracking info with the same WRONG address! I thought it was finally settled...nope almost sent my Chopard watch to the wrong address. I immediately reported that as wrong and luckily it was rerouted in UPS. This time, some items were returned to me and THE SAME THING...headed to that same wrong address. I was not able to reach anyone and received a text from some random woman telling me items were sent to her. I had to go across town to pick them up. Not only that, I'm missing a beautiful faux fur white coat that was to come back to me, and it's not on the website as being returned. I'm afraid it's lost in space. It was gorgeous and brand new. Sigh.

A RealReal salesperson flooded my inbox with requests in November 2021 to send in items to consign for the holidays - I had made purchases from the website in the past. I mailed in two purses and was notified that they'd been received. After a few weeks they hadn't been posted. I did customer chats and emailed and was told it was in the works - they were very busy. Still nothing after 4 weeks, same response that they were busy. After six weeks I called and the recording said that a chat was the fastest way to resolve the problem. My emails had been ignored. I was on a chat for THREE hours - most of that time spent waiting. When I would check to see what was going on, the person said they were still waiting to find out what was going on with my items. After all that time, the rep still had no answer for me. I then requested that my items be returned to me. It took over a week to get one item, still waiting on the second. Christmas is less than a week away, looks like I don't have time to sell them on another platform. I emailed my complaint to RealReal, no one ever responded. Do not do business with this awful company.

If I could give it a 0, I would. I never had problems in the past, but this last time, they sold me an item that did not actually exist. I contacted them when an item in my order did not ship within 10 days, and I was assured the item that hadn't shipped would be shipped the next day. They gave me a shipping credit on the site. Several days later, it still showed as not shipped. I tried to contact them again and was on hold for 3 hours before I had to go. I opted to send an email. It took several back and forth emails to determine that the item didn't exist. I was promised a refund and a store credit of $25 for my inconvenience. I then had to contact them again when nothing showed up for my refund. I've now spent 3 hours on text with a tech, who managed to wipe out my store credits and not solve the issue. Do not use this company. There's no regard for the customer anymore, and they don't care when customers are left with no item and no way to get a refund. I've filed a report with my credit card.

I would give negative stars if I could. The lost several of my last consignment items, had to fight tooth and nail to get reimbursed, even when reimbursed they applied the consignment % so I only got a fraction of what I should, and to this day an item is still missing and I have not been compensated for it. I have bought numerous items in the past, and sold several times to them. NEVER AGAIN. Do NOT sell to them, they will lose your stuff, not compensate you, their customer service line is down, very sketchy. Plenty of fakes, brands/items mislabeled, sizes wrong. Overall so disappointed. This company is a scam and I will never shop with them or sell with them again. Give your stuff to goodwill over this place.

The Real Real was a great site to do business about 2 years ago and now have gone way down hill!! If I could leave minus stars I would 😡 I have sent in so many designer items and handbags, the last consignment I sent in they have screwed around with since they received it, I sent it in around May or June, one of the items that was listed was a Rolan Moret Blazer, it was listed on the website for quite some time before someone bought it, but then they returned it, and now (Nov 16, 2021) they are sending it back to me as not excepted!! I also sent in items in August, there are 5 items that have been excepted but have not been listed on the website as of yet, because they think they may have lost them !! My recommendation is DO NOT sell on their website, there are so many other stories out there that people have been jerked around on and their items have been lost or damaged that’s what I’m afraid of with this blazer coming back to me after so many months. If you have designer items to sell there are other websites to sell on, thats where be heading at this point NO MORE REAL REAL for me.

Do not trust this company!!! I sent in 24 items to consign. Most of which valued at $1000 or less. My ONE HIGH PRICE item, Cartier Bleu Watch, has suddenly gone missing. I was hesitant to hand this over to begin with but my consignor convinced me it wouldn't be sold without my approval and there was no risk sending it to the Real Real. The day it was appraised, I requested it be sent back to me. The selling price was much lower than what it was worth. I then contacted the company to let them know that I don't agree with the selling price and to please send me the item ASAP. A month later I called again to ask about my watch and received the usual "oh, so sorry, we'll send that out ASAP". Fast forward another few weeks and I called again only to be told they are so sorry for the delay. The watch will be sent expedited mail. Spoiler alert, the watch never arrived. It's now been 2 months and I was just told that they "lost the watch" and will give me the appraised value minus their commission. Yes, you read that correctly. After 2 months of asking that my watch be returned because they severely undervalued it they told me it's lost and they are keeping 15% of the commission price. It would be an understate to say that the customer service is seriously lacking with this company and I strongly feel like they STOLE the only item that I sent in that was worth a decent amount of money. They LOW-BALLED the value then "lost" the watch. However, I'm supposed to accept the low ball price value that they assigned MINUS their 15% commission. What kind of company does that?!?!?! Do not trust them with your items!

Avoid literally at all costs!!! On or around October 11th, 2021, I made a purchase of an expensive pair of shoes from this site. The item was never delivered even though it showed delivered in the system. However, the shipping company was supposed to require a signature upon delivery which also never happened (I wasn't home at the time of delivery.) I immediately opened a case hoping it had been mismarked as delivered but hadn't actually been delivered yet. I live in a gated community with security footage everywhere - the shoes still have not shown up and its November 7th. Anukriti P was the first person I spoke with via email and she stated it would be a 7-10 day process. After those days passed, Amanda, & Suman from customer service all have me a general answer claiming they are sorry the investigation is taking so long, that they are waiting for the Courier (UPS) to get back to them and it would be another 7-10 days. I am going on 4 weeks of this. I am not getting any real answers and I spent over $800 for an item that never made it to my doorstep. At this point, I am looking into a charge back on my Paypal account to recover my funds and filing a police report along with this BBB Complaint because I don' think this company is either 1) a legitimate business, or 2) honest about their protections. I think I have waited a reasonable amount of time now going on over a month. They promised a resolution in 7-10 business days from the 15th of October. They did not follow through. This company is nothing but a bunch of crooks.

DO NOT SEND YOUR ITEMS! IT'S A SCAM! Back in October 2020, I took a pair of Ferragamo shoes to UPS to be shipped to The RealReal, following the instructions they had sent to me by email. After it was shipped, I sent them an email asking if they had received the shoes as I never received a confirmation from the company, however I did not receive a reply. I assumed the shoes were lost by UPS, but several months later, checking their website I realized the exact same shoes I had sent to them were sold (I was sure those were my shoes as, besides the same color and size, they have a very distinctive label mark on the soles). I have been contacting them on this and requesting my credits, however they keep saying they will look into it, but end up not following up. I wonder how many other people sent their products and never received their credits/money.

If I could give this company 0 stars I totally would. First of all I bought a Prada purse a little under a year ago and of course assumed that it was authentic because of what they claim. I decided to sell it last month, the buyer decided to get it authenticated and of course I was okay with it. Turns out the bag was fake, I returned the buyers money and called/emailed therealreal right away. First thing they said no returns we can consign it back to there website! Crazy.. Then I spoke to someone else, they asked me to return it so they can review it and I would either get my money back or a site credit!!?? Like what. So I sent it back and low and behold more than a week later, no follow up emails or anything. I literally had to keep emailing them everyday/every other day they finally email me and they apologize that it’s not real. So do not buy from them, do not sell to them, spread the word. Get your items authenticated again. They don’t care about they’re customers. Absolute worst company. Do not buy or sell.

I only received half of the item I ordered. Instead of locating the missing portion or offering a refund for it, TRR offered a return or a paltry $25 store credit. I spent 2 hours calling CS and was repeatedly hung up on by their clueless overseas reps. So not only will they sell items under false pretenses, but their customer service is a dead end, designed to frustrate you until you give up or risk their shady and lengthy returns process. You already lost half of my item, why would I trust you not to lose or bungle my return??? One hand doesn't know what the other is doing. You cannot trust their listings, as what is in the photo may not make it to you or even to their warehouse. When they inevitably mess up, they will engage in evasive behaviour and you will have no recourse. Over many years as a customer, I've watched this company's CS and authentication nosedive. There is no trust. They've sent me items with missing parts (ie a dowm coat without the down, just the shell), and filthy items with trash in the pockets. I've seen Target and Uniqlo items sold as main label. They are becoming worse than ebay.

This is a total scam! I was told the process was once they got the item, it would be appraised, then I would be contacted to approve the appraised price and if I did not agree, they’d send the item back to me. I sent them a brand new, with tickets and all, $300 wallet. I never heard back from them until they sold it for $40. I was enraged. I told the that was an insane price. They looked int it further and said I was right and it should have been sold for $85! So they said they owed me $18!?!?! I have not received a dime from them. They never get back to my constant inquiries regarding this. Do not use them. They will scam you!

My very first consignment with therealreal has been extremely frustrating and disappointing. They have your items shipped to them for free and begin processing rather quickly but when I decided I was not going to consign two of my items because they priced them too low and asked for them to be returned, the nightmare began. First they said it would probably take about two weeks but could take up to 30 days. Then two weeks later. They said it takes a 30 days but they would expedite the return on my behalf. Three times I was promised a call back which never happened. Their customer service is horrendous, they keep you on hold forever and when you finally get someone, all you get are lies and false promises to get you off the phone or chat. It has now been 30 days since I requested this return and still there is no tracking number or sign that my items have been returned. just false promises stating they are processing the return. I really wanted to avoid leaving a negative review and hoped this experience would have worked out differently. I certainly will not be consigning with them in the future!

I really thought I would continue with this company but no! I collect handbags and have purchased many from this company as well as other consignment companies. This company embellishes the condition of the bags and actually photoshops the pictures. Several of the bags that I had bought from the Real Real I decided I would re-list with them (I never used the bag and still had their tags on), they rejected because of the condition! Ridiculous and bad business! I had purchased a Pierre Hardy Penny Lane bucket bag from them a couple of years ago. The bag was clearly overpriced (was missing the shoulder strap and they failed to mention it), they hid imperfections (black suede marks hidden under the flap) and listed it as "very good" when it should have been listed as "good". I clearly overpaid for the bag (20% off of $795) and now I'm having a hard time selling it (still with their tag on!) I've tried to sell it for $ 500 with another consignment site - it was authenticated but the buyer rejected it because of the flaws that the RR was not transparent with me (they didn't even want it further reduced). I've also been a consignor with them --they mark things down too quickly and you end up losing money. You also have to wait a full month to get paid!! Everything they do seems to revolve around them and whatever benefits the RR. Be careful when you purchase a handbag (unless it's NWT's) you will be stuck with it as their return policy does not include handbags.

Truly and simply, a company of frauds with abhorrent customer service practices. After weeks of being ignored by customer service following too many foul-ups to count, their shipper, UPS, lost the package. I cannot get anyone to issue a refund, let alone respond to my calls for help, so I have been forced to go through Visa with a charge-back. They should have filed the claim with UPS. After waiting for a week with no response or action on that, I had to spend and an entire afternoon doing that, which included faxing documents and filling out multiple forms. The RealReal is full of frauds, and I plead with all of you to stay away from this company. Nothing but aggravation and heartache!

Buyer beware...take A LOT of detailed pictures of your items prior to shipping your item for resale/consignment on TRR. I sent two of my LV's to them fro resale. A month later one had sold immediately but the other they had received it but never posted it up for sale. I called & I emailed over and over. They always responded but could never give me a definitive answer as to why my Louis was still sitting in their limbo. I asked my my LV back, fearing that they had lost it but wouldn't own up to that. No Louis. Another month went by I called & emailed over and over. They finally shipped "my Louis" back to me. IT WAS NOT MY LOUIS. The handle was far deeper aged brown - indicating a much older bag. The inside flap has little stains on it - which mine had never had. But it had never occurred to me that this could happen. I did not take detailed pics of my bag. I had no way of proving what was before and what was after. So....to all those who love TRR. Don't always count on them to be trustworthy when handling your property. Nor being forthcoming with what is really going on behind the scenes They lost my bag and just grabbed another one and shipped it back. That's become abundantly clear to me.

TheRealReal paid for an advertisement, posted by its official facebook page, that advertised multiple products. The one I was interested in was a handbag advertised at $132. When the ad was clicked it linked to TheRealReal's official website, where the product was $1495, with an option to pay $90 monthly through a service called "Affirm." I contacted customer service via email to inquire about purchasing the bag at the advertised price and the associate responded asking for the item number. I sent the item number and did not hear from them for over 48 hours, at which point I called the customer service number. I was told by the answering associate, after being placed on hold multiple times, that the $132 price was the price for the "Affirm" monthly payment option, to which I stated that could not be true because the "Affirm" price listed was $90 (per month), not $132. The associate became hostile and at that point I ended the call. I believe this to be an unfair and deceptive pricing scheme, I believe the conpany should honor the prices that they advertise instead of misleading consumers about the cost of an item.

I sent in my Chanel bag my Prada sunglasses and my Dior sunglasses and my Versace watch for consignment; all in pristine condition. When I found out how little I would be making, from all of it really, because they take most of the commission, I decided to get my sunglasses back. My Chanel bag had already sold for not even half of what I paid for it. When I received my Prada sunglasses back that are made of Swarovski crystals, which are called the baroque line, and are very rare, and which I paid $500 for, they had broken a crystal right on the front of the sunglasses! Who would want to wear a pair of Prada’s that are completely ridiculous looking because they are missing crystals? When they did send both pairs of sunglasses back to me, they did not pack it at all with any type of packing material and they didn’t even place the Dior or Prada sunglasses back in their containers, which both have a soft sleeve and a hard box that goes inside the box that you bought it from. I have had nothing but problems dealing with their customer service. When I asked for my items back because they listed my sunglasses for so little, $95!, I was shocked, and then to find out I would only be making a 40% commission! Please do yourself a favor and do not deal with these people. Their customer service is a nightmare and they are argumentative as well. They will ruin your things if you ask for them back with no regard.

When I first started consigning with the Real Real they priced my items, for the most part, fairly. Not any longer...they are priced to move quickly...period. They are supposed to receive your approval on how they price fine jewelry before listing it...not any longer. I literally felt sick when they sold a $2,300 necklace of mine for $895...even after I contacted them via email to tell them I did not approve of the sell price. Don't bother calling, you will be put on hold and no one answers the phone. You cannot communicate via email either...because they will not respond. If you give them a consignment, you are no longer in control of any part of the process. I dearly wish I had not given them my necklace, or any recent items. I now know how people feel when they have been scammed.

AVOID The RealReal - not worth the aggravation! And thousands of $ in loss. Customer service and the quality of my experience with The RealReal has declined dramatically within the last year. I am not sure if the company is expanding too quickly, and, thus, quality control has gone out the window - but due to the negative experiences that I have had in the last month, I now consider this to be a company should be avoided at all costs. Most significantly, an at-home representative picked up a number of items for consignment. Two of these items were jewelry. The proposed sales prices were not acceptable. Therefore the company arranged to return these items to me. Well, somewhere along the way they lost both pieces of jewelry and 4 or 5 items of clothing. Compensation for the lost clothing was acceptable, BUT COMPENSATION FOR THE LOST JEWELRY HAS BEEN A NIGHTMARE. One ring has a retail value of between $3500-$4000, and the real real has offered me $495 to compensate me for my loss, AND Then this $495 is subject to a reduction by 40% for a “commission “fee. This is absurd! And then, on the buy side, I was just given a hard time about returning a cardigan sweater that was riddled with moth holes, and TRR actually advertised it as being in very good condition (with zero mention of any moth damage). Sorry The Real Real...I am done with you. I’ll try my chances at Poshmark or EBay. At least you get to hold tight to your jewelry until it is sold & you are paid.

I purchased an Hermes Birkin from the RealReal, and I was so excited for it to finally arrive yesterday. I was tracking the progress, and since it needed a signature, I called the company and spoke to Jenna, customer service, who was AMAZING! I asked her if she could call the WORST delivery service, UPS, if they could give me an estimated time of delivery and if they will ring my front door bell. Jenna called them and told me they can't give me a time, and that THEY WILL RING THE DOORBELL!. I went home early and was home from 12 pm on. I even opened my front door, my English bulldog and I were in the side porch for > 2 hours waiting. I received an alert on my phone at 3:06 pm, which stated: Customer not in on 1st attempt, will deliver to UPS access point on next business day. Well obviously, the LAZY UPS DRIVER DID NOT EVEN ATTEMPT TO RING MY DOORBELL TO GET A SIGNATURE!!! I was fuming mad and I called USELESS UPS, and spoke to 2 incompetent and non-caring UPS people, who tole me that they really could not do anything at this point!!! I called RealReal and spoke with Jenna again, and told her what happened! She was shocked and she called UPS, told me it was at an access center and to pick it up there. I drove to the access center, and to punctuate my disappointment, my Hermes bag WAS NOT THERE! I called RealReal and cancelled my order! I did not just order an ordinary object, it was an Hermes bag in the thousands, so I was expecting a stress-free shopping experience, I did advise them that this is not the first time I had issues with UPS-their service is the WORST!!! I told Jenna, I was so traumatized with this experience, that I will never shop from them again!

I have purchased numerous items from The Real Real since 2016, and have had mostly positive experiences. However, since they have gone public recently, their level of service has gone down substantially. Previously, if there was a question or issue, you could call their customer service number and can get someone to speak with within a few minutes. I recently had an issue with a few items that I purchased and waited on average 30 minutes before giving up. I then sent them 6 emails and have not heard a peep. At this point, I have contacted my credit card company and have asked them to hold the amount that I had spent with The Real Real until the situation can be resolved. If you are interested in purchasing here, you can now expect to have absolutely ZERO customer support for questions and issues. On a different note, I recently purchased a Bottega Veneta purse with an "Excellent - No Visible Signs of Wear". Upon receipt, I noticed scratches on both sides of the leather. Since purses are non-returnable, I am now stuck with a slightly damaged $600 purse.

I have been a customer of TRR for about 2 years now - always on the buying end. I've been super happy with my purchases, so I decided to try them out for consigning since I was in the process of moving. I wish I never had! I would be better off having taken these items to a second-hand store in the Boston area in person. I sent in a box of items and tracked it (showing it was delivered) but the team claims they never received it. I've been waiting a month for this issue to be resolved... then, one day I saw an item of mine on site. I know it was mine because it was an older item in the same condition (NWT) and same size that I sent... I kept searching and found nearly EVERY single thing that I sent in listed online. But, none of it was listed under my sales portal! They are selling all of my items and I'm not getting credit for any of it. I've waited an entire month for a resolution and I still don't have one. DO NOT CONSIGN with this company. They do not care about their customer's experiences at all and have nothing in place to help you if they lose your pieces!

I used to love this company. I have been buying and consigning with them for years. Not anymore. This company is horrible. Getting worse and worse with every month. Do not trust the measurements listed. Do not trust the condition they claim or assign to the item. Do not trust you will get refunded when you return an item. Do not trust they will give you the consignment % they claim. Do not trust your item will be sold at a fair price. When they tell you to reconsign something you bought a few months ago? Do not trust they will take it back. Some lame excuse and your item will be shoved into a bag and mailed in a crappy box. The worst customer service. Like ever. Do not trust anything about this company.

Purchased a Gucci bag. Received bag. The bag is clearly not authentic, it is missing a Gucci logo - confirmed by visiting the actual Gucci store and inspecting the real bag. The RealReal refuses the assist in the matter saying my only recourse is mail the bag back or have someone pick it up for a refund. Public service announcement: It is against federal law to mail counterfeit goods or re-enter a counterfeit goods into circulation. Both actions amount to a violation of federal law in traffic in counterfeit goods. The real real is full of hot air claiming to be Nice claiming to help however they only are implicating their consumers in federal law violations. I now must turn this bag over to the police station garner a police report and file a suit in small claims court for $1500.Second public service announcement don’t shop at this website their authentication process is garbage they will obviously always stand behind their product. Regardless whatever reality is. No one’s career or job and federal service or the military is worth their reputation. Don’t shop I can’t emphasize that enough don’t shop

I had an unpleasant experience when I believed that the "First Look" option was not working when I was indeed paying extra for it. But I am satisfied now with the way customer service credited me and above all, the fact that I was able to procure the bag that I wanted.

Missing $100 BUY MORE EARN MORE Site Credit I placed an order on July 12, 2019 for over $650, in order to qualify for TRR's Shop More Earn More promotion, which ran from the 12th to 14th. When I hadn't received my credit by the issue date, August 2, I contacted Customer Service via e-mail and provided proof, a screenshot from TRR app, showing that my order was placed on the 12th. I was told that my request would be forwarded to "management" to request an "exception", and that my credit would be issued by the 10th. When the 10th passed and still no credit, I emailed Customer Service again, and was told that my request was not approved, even though an exception shouldn't have been needed in the first place. Not understanding the reasoning behind the denial, I called TRR and was on hold with TRR Customer Service for over an hour, only to be told by the customer service representative that "management" was unavailable at the time and the window for request for exception had closed. She finally told me that she would escalate my issue and that "management" will give me a call "whenever they can". I feel like I was scammed into making a large purchase that I otherwise would not have. I've spend quite a lot of money on TRR and am extremely disappointed in their treatment of their customers.

Haven’t had any problems with clothing, shoes and accessories but when it comes to furniture they have the most absurd, borderline abusive delivery charges. In many instances 5x or more the price of the item. And on top you pay to have things shipped back.

I sent a 2019 Chanel Gabrielle bag in to The Real Real and it was, without question, the worst experience I've ever had consigning. The description was incorrect, they had it listed in the wrong collection, the COLOR was stated wrong even though there was a friggin picture of the bag posted. And after a month of trying to get all the errors corrected they wouldn't update the posting and cut the price by over 36% of retail. For a 4 month old bag that had never been taken out of the box except to take pictures of it before I sent it. Chanel is suing TRR because it has a reputation to protect and when a consignment house treats their exquisite product like they just picked it up from Nordstrom Rack and make it appear as if they are selling less than authenticate product, I don't blame them. Chanel isn't suing Vestiaire or LXRandCo, because they treat the iconic brand with the respect it deserves. I demanded they at least update my posting as a "new listing" however, they would not. I am currently waiting for my bags return, but after reading some of the reviews from other consignors, I may be out $4800.