The RealReal

I have experienced the very worst customer service on 2 separate orders within days of each other. The 1st order, despite customer service confirming on 2 separate occasions that they had updated the shipping address, as I had requested, Real Real, unilaterally cancelled the order. Hours later, a previously ordered pair of pants arrived, 4 sizes smaller than the size described.

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.

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 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!

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 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.

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.

I purchased what I thought we authentic Prozenza Schouler boots for $500. So months go by and I purchase another pair at full price at Neiman Marcus. Right way I can tell the difference in the quality. I reach out to customer service. They sent me this long email saying the item is authentic. I send an email back saying I know something is off and everything about the boots are different. I say I would like them re authenticated or I will pay to do so myself. They ask me to have them re authenticated myself. I do so..they come back counterfeit. Now they're saying that I need to send them back to them so they can authenticate it or I could resell them to them. I'm not happy with my experience with their customer service and how they do not stand behind their product. Now they are not responding to me. This company is a scam.

I have a complaint that has been consistently ignored. Someone else’s stuff is on my page. I’ve been paid for their merch. I have brought it to their attention several times. And an expensive ring I listed has been photographed with a black mark on it even though the copy says it has no marks. It will never sell and I’m entrusting them to sell it. It’s literally the cruxt of what you they and they’re doing it badly. They’ve let two clients down in just what I’ve posted today. Maybe 3 if someone likes my ring but passes because it looks damaged LET THE SELLER BEWARE. DONT TRUST YOUR ITEMS TO THIS COMPANY.

I have been a “VIP consignor” for over a year. Lately, however, consigning with TRR has become a nightmare. They are only interested in selling things quickly — without concern for the consignor! Customer service is pretty much non-existent now and unfortunately, I have to deal with them constantly because my listings are almost always inaccurate and underpriced. They even photograph items backwards on the dress forms — incompetence is rampant at all levels. Because of these problems, I have notified them that I will no longer consign with TRR — it is simply too stressful. I have asked for return of some of my items and am still waiting for them more than two months later.

Misrepresentation, and Horrible Customer Service...if I could give TRR a 0 I would. I bought three bags (the 1st two were in "Very Good" shape and I loved them, same designer, same type and I was so happy) and then I bought that third bag. It was in "Very Good" Condition with "Minor Scratches" it wasn't it was HORRIBLY scratched (it looked like it got in a fight with a cat) so I asked for help and they ended up offering me two awful extortion-type options: $100 off ($1500 purse) or they'll do a return and they "reauthenticate it" and see if it is indeed in the shape I sent pictures of it. I trusted them, but they don't trust my pictures and after reading reviews of how items go missing I'll take my scratched purse and never shop here again. Trust is the only thing you have in the resell space. I have ZERO trust and I will NEVER shop here again. YEARS to find me TRR, seconds to lose me. Be honest. Apparently, there's a problem here with honesty.

As a consignor, their white glove service is very convenient but comes at a high cost to the consignor. They have regularly decreased their commission rates over the past few years so at this point their cut is very high and you get a very low payout. It is better to consign elsewhere, unless the convenience of the process is worth it to you. As a consumer: (1) often their pricing is high--- especially for pre-owned items. On some occasions I have found the same item, even with tags, for lower than TRR's list price. (2) they never offer free shipping, regardless of the order amount. (3) they charge you a "restocking fee" for each item you return-- online shoppers know how important return policies are, especially for apparel and shoes where there are concerns with fit; this is even more so the case with pre-owned items, which can have issues that are not fully disclosed in the description. (4) their photos are not always accurate: sometimes a top is dressed on the mannequin incorrectly; a dress is placed on the mannequin as a skirt; the wrong item is associated with the description; they do not accurately describe dimensions, or the same item is measured differently for different listings. Bottom line: I would look elsewhere as a consignor. I would only purchase from TRR if the item has tags and I know the specific item I am looking for.

I sent my Valentino glasses and other handbags to get authenticated. I was informed in the prior quoting process, if I didn’t like the final sale price, I could request my items back! I checked into the website and noticed it said I made over $200, on the glasses and handbags! Like what??? All my items were brand new, tags on and in the original boxes. I wasn’t informed through email about my final sales price. They simply continued and sold the items. Now I can’t get my items nor am I getting paid what it’s worth. Do not sell with them please! I wish I would have known prior to sending my items. I feel taken advantage of like many others. While they still get away with it.

For all consigners with The Real Real: they will SCAM SCAM SCAM you! Please reconsider if you are thinking of selling through TRR, because you will get sh*t money for selling your preloved items. It would be better kept inside your closet or on display collecting dust, or giving it to friends or even strangers, than selling through TRR, because you will get pretty damn steamed. You have no say on your items once you hand them over to TRR, while the items are processing, or when they will be active (with listing price lower than what they initially promised! No option to accept or reject the proposed price $ (different than what was offered!)). They even put your item on sale without your consent!!! I contacted the manager responsible for my items, took him forever to respond, then he told me to call the number he gave me; I called, then the number tell me to call "real choose a number 50347" like what? What number am I supposed to call? This is a joke! Then he gave me an email to contact customer service, I emailed and it said it will take them 3-5 business days to respond. The items are sold the next day. Oh, I even received an email from the manager congratulating me in having my items sold, when I need price adjustments to be done! (I received a response 2 weeks later…) My anger level maxed out; I will treat this as if someone just robbed me. Just please do not sell with this company ever again, their customer service is non-exist! and they scam you your items and will leave you steamed up, with nowhere to release your anger. Additional note: Simply taking couple pictures, and putting up some words (sometimes even wrong descriptions), they will take a huge percentage of your profit. Do yourself a favor, use other platforms such as mercari or poshmark, less commission and the items are sold in your consent.

I wish I did not have to give TRR even one star!! A concierge from The Real Real came to my apartment and packed up two large bags that were picked up by their van the following day. I asked the concierge if I should take pictures of each item, she said “No, she was taking pictures and documenting everything.” I take responsibility, I knew I should have just taken my own photos. Long story short, the items supposedly arrived ant a warehouse to be examined to determine if they meet their standards to be listed on The Teal Real site. Now, for high ticket items, the seller is supposed to be able to approve or reject the price TRR determines, before listing the item on the site. Some time goes by and I receive an email with the description and pricing of all my high ticket items. I was fine approving all items except one Chanel Bag. The description they wanted to post did not describe my Chanel bag and I felt the pricing was too low for this particular bag. I had used it once and it was in perfect condition. I wanted this corrected before being listed so I called, and called TRR, I emailed and sent text messages. No one I spoke to was willing to update or change the description or price, they said “the description was correct”. I finally got so frustrated, I said “send me the bag back.” About a week later a received a UPS box from TRR, I opened it and the Chanel Bag in the box was not my Chanel bag, not even close. I assume that is why they were telling me the description was correct, because they were describing someone else’s bag. Three months later, dozens and dozens of calls, emails, text massage, I am still trying to resolve the situation. I can’t get a name, email, of anyone that can help me respond this, each representative gives me a new story and puts in a ticket. Not to worry, each person I spoke to assured they will look into the issue and and get back to me within a week. (LOL) I am not sure what a week is to the employees at TRR because I am still waiting to hear back any of them. I have never asked for money or a payout, I don’t want money, I just want my bag, not someone else’s. Yesterday, I receive two emails from a supervisor. His first email tells me he is sorry for how long this investigation is taking and he appreciates my patience. His team is looking into the matter and I will hear back within a week. Maybe two hours later the same supervisor sends me another email saying, he is sorry however the photo I sent in to TRR of the wrong bag I received, is The Same Chanel Bag I Sent In. Now, he is sorry there is nothing else he can do for me ( because apparently I have no idea what my Chanel Bag looked like) and he attached the picture I submitted of the wrong bag and some very, very blurry picture that was taken as soon as it arrived at the warehouse. He says the two bags are the same and the bag I have is the bag I sent in???? What reason would I have no to waste 3 months of my valuable time or life, to endure all the aggression and hundreds of emails, calls texts, to make a claim if the bag they returned to me was my own bag. I forgot to mention, when I contacted my concierge to ask for the photos they took of all my items. They got back to me and told me that they had uploaded them to The Real Real site, however when they went to retrieve them, they were in the system. Apparently there must have been a glitch and they disappeared, I asked if there was an IT department, perhaps they could retrieve the photos. I never received a response to my question.

tried to consign 25 designer items through the Real Real, all quality designers Oscar De La Renta, Bill Blass, Peggy Jennings, Ralph Lauren both Purple and Black. Everything was mailed straight from the dry cleaners. Originally all 25 items were excepted I packed everything neatly folded in white tissue and mailed them with the provided mailing slip. Then the magic happened. I received notice that they were going to return some items so I reached out to the agent that I had worked with and after conversation we agreed the best thing to do was for the company simply to return all of my items. Then items started coming back in different boxes from different locations everything was crammed in the boxes came back to me dirty and wrinkled and I continued to fight for the last six items for over a month to get some returned. It was absolute chaos trying to Communicate via text with anyone on a regular basis was impossible it was whomever was texting as a live agent that day, there was no history, no inventory list absolutely nothing! If you want to buy from these people great but don't ever, ever, ever, Connoisseur anything with them!

As a buyer with TRR, I’ve mostly been satisfied with my purchases. As a seller, they’ve been awful. Recently I purchased a pair of Christian Louboutins on final sale. I received the shoes, tried them on, and realized immediately they wouldn’t work for me. The fit was off and I just didn’t like them. Because they were purchased on final sale, I could not return them but I could re-consign them. I sent them back two days later after having never worn them, only tried them on, and was told the shoes would not be accepted due to “staining.” Customer service (including my local rep) have been terrible. I asked for pictures to prove that the shoes were a different quality from what I purchased. Finally, I was told authenticators would review them again. Now I’m being told the brand isn’t being accepted. But again, they sold me the shoes! Their text service is a joke and it’s been impossible to get a hold of anyone on the phone. At this point I’m just going to accept the shoes and sell them on Poshmark. Absurd! Update: Just received the shoes back in the mail. They arrived in a smashed-in box in the exact same condition as when I purchased them. There are no “interior stains” to speak of. After this and reading the other reviews, I will NEVER sell with them again.

If you have items that are high value or rare, AVOID The RealReal. When you send high value items to The RealReal, their staff price them as low as possible, then buy them for themselves before you can contest their price, and then resell them on websites like 1stDibs for their own profit. They have done this to me twice - the first time it was a very rare item so I was able to screenshot it and have them reimburse me (it took a full year to get reimbursed and I had to contact the CEO through mutual friends), but they have just done it to me again with three items so I am DONE with these fraudsters.

Long story short, I sent out a brand new LV wallet purchased on April 2022. I asked my account manager for a price quote before listing the item. Not only was this not followed, but my LV wallet was also listed at $150. The picture on the site showed a yellow circle on the wallet, as if they had placed something heavy on top of it that stained the wallet. I've been trying to resolve this since 8/14/2022 and keep getting the run-around. The SMS messaging support is useless. I've talked to Jessa, Shantel, Kylie, Susy, Alaia, and now Sade. I've asked multiple times for a callback from a manager, which has been denied/ignored. I'm tired of wasting my time over this but is the lack of empathy, sense of urgency, and care for a VIP seller.

For all consigners with The Real Real: please think twice if you care about your preloved items. My previous experience with them was not good. They sold my items 50% off without my consent. I didn’t realize it until I saw my much smaller payment one month later. Recently I decided to give them a second chance when their account manager Cristin H reached out. She promised me that it won’t happen again with my Hermes bag. On the very next day she came to my apartment to pick up the bag. Two weeks later, my bag was still in process in the warehouse and Cristin became irresponsive. I sent the requirement to their general customer service and started the bag return. They promised me that I would get my bag back in 12-15 days, which is a lie. One week later I sold my bag myself, but the deal fell apart because I couldn’t get my bag back till 3 weeks later. When I received the package, my bag was a bit deformed because they removed the bubbles that supposed to be in the bag and the angle was wrong. I also sent them the original receipt because I think it can boost for higher value. However, the receipt was gone. I reached out to Cristin H again because she agreed to the idea that original receipt would help their expert value the bag better. No response again. Then I used general customer service line, and they told me the internal team will email me 7-10 days later. I will never trust them again. Horrible company.

I warn all of you do not consign with this company. They have stolen my merchandise will not return 5 very high end pieces. trying to get a touch with anyone is ridiculous No one ever returns your emails no 1 ever returns your calls. supervisors are the worst they do absolutely nothing. This company sent me Someone else's expensive Louis Vuitton bag That's how messed up this company is they are not getting that back they stole my merchandise I'm keeping their merchandise I just feel really bad for the person who owns this bag . they are going through the same thing I'm going through. Please please read all the reviews they are horrible reviews that company has gone corporate the owner sold the company. Today I'm going to the police department to file charges against my consigner who came to my home to pick up this merchandise I have no choice. Over $3000 they owe me. So please beware of this company do not consign with them.

As a new seller on The RealReal, I'm completely dissatisfied with the entire experience. The representative I was assigned set up a Zoom meeting, then asked if I wanted to do a call instead, which I agreed. I was requested take photos and submit prior to the call. The call never came. Instead, it was all via text messages. Not much conversation or explaining. I sent the items and was shocked at the low appraisals. I compared my items to same items on their site, and the pricing is all over the place. I sold items I would say were in very good condition (barely used) at the least, were appraised as 'fair' by TRR. I sold 7 items, (Gucci, Channel, Furla, Donald Pliner, Michael Kors), I received $187 in commission. I was quoted 55% commission. That didn't happen. The buyer discount codes (20%) were not explained. I should have questioned the appraisals. I should have read the fine print. I should have done more research on them. Sometimes the best lesson is experience, which is the case here.

After watching a video of a fellow reseller talking about sending in items to The Real Real, I decided to have them take about 40 pieces of 90's vintage designer items that I had for sale on Poshmark for over a year with little action. They had a girl (yes, she was younger than the pieces she picked up) come by and go through the items and send them off to be authenticated and put on line for sale. She said I would be able to see everything prior to each item going live in case I wanted the item back or ask for a price change. Unfortunately that didn't happen. I did get a few emails about the process and where my clothes were in the process of being photographed an listed. THEN, I get an email saying I SOLD my first item. What?? Not only was the item mis-labeled as to the designer, it was sold for $80. These were JPG $1,500 steampunk sunglasses. I am so upset and was scammed. They listed the glasses under a designer that doesn't even make sunglasses! If you take what they listed and "google" it, the results are JPG sunglasses. They sold within minutes of going online. Keep in mind I NEVER got an email stating that they were listed NOR, did I have the opportunity to tell them of their mistake. Keep in mind these sunglasses have Jean Paul Gaultier on them with the style#. AUTHENTICATORS??? Really? I smell a scam. I have only been able to "chat" with customer service and they have put my closet on "review" until I hear from someone. I also asked them to send many of my items back as they had them listed for LOWBALL numbers and the commission is horrible, the most that I had offered to me was 55% until it hit a certain sale #. (i.e. Judith Leiber purse (rare) for $395 when it should have been listed for over $1,800. AND on top of all of that they have LOST 2 pieces of David Yurman jewelry. I have an inventory list from the consultant that picked up all of my items THANK GOD, so I can prove that she took them, they say she never turned them into the warehouse. DO NOT TRUST THEM. Needless to say, I am so upset and disappointed that this company is NOT who they say they are. I hope that I can get this resolved and get the money I am due. I WILL WARN EVERYONE, YOU ARE BETTER OFF SELLING YOUR ITEMS ON POSHMARK/EBAY AND STAY AWAY FROM THE REAL REAL, THEY ARE BAD BAD!

I sent a very commercial item for sale, which arrived on June 26th. It took them 2 months to list it, despite me chasing every week. Every representative lied to me and gave me different time frames and excuses as to why it was not listed. Once it was listed, it was incorrect. Wrong model, wrong description, wrong size. I reached out to have this changed, it's now been 4 days and they refused to do it. Instead, they hang up on me or close out the chats. DO NOT SELL WITH THE REALREAL. It is the absolutely worst experience I have had and their commissions are insane. These would make sense would their service be up to par. Which is 10000% not.

I've made a total of 19 purchases from TheRealReal in the past six months, and the first 18 all went well. I knew what I was buying, and I got what I expected. But the last item I purchased was problematic - the item I received didn't match the item I ordered. Apparently there was an error in the listing photo. I made a total of SIX phone calls to straighten this out. The first person (not a native English speaker) couldn't seem to understand the issue, the second simply hung up on me, the third understood the issue, agreed to the return but charged me return postage, and it just went on like this. I'll probably have to go through PayPal to resolve this. So bottom line? Nice stuff, but it's a real crap shoot. If ANYTHING goes wrong, you're on your own, and I'm just not confident doing business this way.

Well, I just read all these terrible reviews! I called TRR 2 days ago about selling my fine expensive jewelry. Stacy set me up with a zoom appointment today, Friday with a zoom meeting at 12. Before the appointment she had me send in photos so they could be reviewed before the meeting. So, I went to my safety deposit box, got all my jewelry, bought an ultrasonic cleaner, cleaned the items, messing around with my camera to try for good pics. Then I downloaded them and sent 4 emails with all the photos last night. It's now 12:30 and I haven't heard from anyone. No email, no phone call. What a way to run a business guys.!!!! So no stars for this iffy business. Tressa McLane, Park City Utah. 7/22/22

I bought a sweater that was described as ‘excellent’ condition. What I found upon inspection: At least 2 stains, a small hole at the front center, extensive pilling so it looked like worn out trash. This sweater was kind of expensive and a total rip off. Clearly their quality control, inspection process is a joke. I was told it was returnable, and that a return label was being issued, but that turns out to be untrue. No, I do not recommend buying from them. There are no reviews posted for sellers like other sites so really don’t know who you can trust. There seems to be absolutely no repercussions for dishonest sellers so why bother when you might get a piece of garbage. What a complete waste of time and money this was.

Consignor Beware of The Real Real - Do NOT Trust Them I hope I can save future consignors some hassle and disappointment. I contacted The Real Real and inquired about consigning 4 designer bags and 17 rings. I sent photos and was given quotes regarding the listing prices. I was happy with their quotes and sent all of the items. They sent 4 back because they didn’t meet their criteria which is fine. I received an email that two of my items had sold. I was very happy until I checked and my Burberry bag which was going to be listed between $595-$695 was actually listed for $165.00. I was furious. I complained and backed it up with photographic proof of what they had quoted. They did make it right and agreed to pay me commission on the $595. Then I asked to see what my jewelry items would be listed for prior to them going live on the website. They said that wasn’t their policy. Since I no longer trusted them I requested that they return everything to me. Keep in mind I am asking them to return 15 rings. They could easily all fit into one small box. BUT NO! I kid you not, I received 15 separate boxes sent via UPS all of which required a signature. That is 15 days of having to make sure that someone was at home to sign for them. It has taken almost 2 months to get everything returned. RIDICULOUS! I will NEVER do business with them again!

I purchased an item as a gift, received it Friday, gave the gift over the weekend. She did not like it and I contacted them on Monday. They said it is a Final Sale and can not be returned. I checked the return policy before I purchased and I kept the tag attached that says "non-returnable if tag removed." They refused the return and I am forced to go through my credit card to cancel the purchase. None of the information says that it is non-returnable and there is a tag on it saying only non-returnable if the tag is removed!!! this site is a scam. Poor business practice. Will never use this site again and will make sure noone I know does either.

The absolute worst experience. I ordered a dress for an event and the dress I received was not the one I ordered. If that was not enough stress, I spent 2 hrs texting with their customer service because you cant ever get anyone on the phone. They finally sent a return label for me to return the incorrect dress and now after 3 weeks of me contacting customer service, they have still not found the dress I ordered. No one ever reached out for an apology or to give any explanation. I asked for a refund and they would only give me a partial refund and partial store credit. I will NEVER order from them again.

The company provides access to labels that many people (like me) could otherwise not afford, and they do have great deals from time to time. However, they have several less-than-honest downsides that, in my mind, make them not worth dealing with. First, they charge $12.95 shipping no matter the amount you spend. Any discounts you receive are taken off the original price first, rather than the sale price, so you don't actually wind up getting the percentage off that is advertised. Further, their measurement system is not standardized, and left up to individual representatives who frequently mis-measure or mis-size items. When this happens and you have to return the items, even if it is due to their error, they will deduct $12.95 from the return and getting it back requires talking to an agent and filing a claim. I'd stick to local consignment shops or go to store outlets--they usually have great sales for new items anyway. I won't be shopping with TheRealReal again.

Between my wife and I we have spent a little over $10K on TRR site. I love the jewelry they have and they have some good deals… That’s where it ends. They overcharge for shipping and don’t give any shipping options, it’s UPS only and we have issues after issue with shipping. There is more often than not some problem. It seems that TRR is profiting nicely from UPS while the customer suffers. I’ve asked many times for change but nothing. I am looking forward to finding another site that will offer the same but with better customer service.

This is a wonderful fake and scamming website.Please don’t buy anything on this website or app. The products are not original and certificates are fake. They don’t refund your money but keep on lying with fake emails and receipts. I’m from canada, I have purchased a watch and returned it same day when I heard it’s a fake website. I didn’t receive my refund yet and they sent me fake emails with fake refund receipts. I contacted my bank and reported the issue. Currently investigation is going on and hopefully these scammers are sued for fraud. PLEASE STAY AWAY FROM THIS WEBSITE AND THIS IS ABSOLUTELY FRAUD AND LOOTING MONEY.

As a loyal customer who's been shopping and consigning with TRR for years, I cannot put into words how upset and downright scammed I feel over their business practices. After disagreeing with them re: the prices for the items in my last consignment, I requested that they send me back everything. Yes, the other reviewers are 100% on point: their new pricing tiering makes no sense, you're better selling things on other platforms. They very slowly started sipping things back, however they used an old address that I no longer live at. Even though my correct shipping address is listed on my profile and has been for the past year. It all went downhill from that point. There is no Customer Support anymore. I tried calling them - they HUNG UP on my 4 times. I tried using their chat (online and via phone). Nobody replied via text massaging, but I managed to speak to a real person via chat. They assured me they contacted the shipping carrier and my address was updated. THAT DID NOT HAPPEN. Packages were delivered incorrectly, and even though I tried to contact OnTrac they told me to speak to the vendor. And let's not mention emailing TRR - no reply either. How is this possible? How does a company STEAL from their consigners and then REFUSE to even answer the phone? How are they still in business when they cannot be bothered to ship to the correct address? They take no accountability and offer ZERO customer support. What's worse is because this is a consignment, I cannot contact my credit card company, because it's not a purchase. Basically, the TRR stole from me and now they don't answer their phone. Consign and buy at your own risk!!!

I will begin by saying that I fully support resale for environmental reasons. However, I am very disappointed and upset to have received another item DAMAGED BY TRR STUPIDLY PLACED SECURITY TAG. I wonder if this is intentional or simply stupidity. This is another example of why I will not consign with TRR again-I cannot trust TRR to not damage items by carelessly punching holes through items to attach their security tag which could easily be placed through the brand tag without damaging items. The consigner has now lost a sale due to TRR negligence. This is really awful. This is clearly a huge TRR problem because I have now lost count of how many items TRR has ruined with their carelessly placed TRR tags punched through items' fabric instead of through the sturdy brand tags. It is so irresponsible and wasteful, and I wish I knew who consigned the items I am returning today due to this ongoing problem because the consigner of these items is going to suffer a loss due to TRR irresponsibility and the consigner will never know why their items did not sell. Additionally, when I write to TRR to address this problem, they simply say "return it with the RMA attached" to their email. It's a shame and I am going to shop elsewhere.

I have been a consigner and a buyer for a few years. The customer service wasn’t always perfect but at least it was doing the main thing- processing consigned items, processing returns. No issues. Until recently. 1) during one of my consignments they didn’t acknowledge the new Prada sandals I sent- it just didn’t appear on their list 2) sent some returns recently and some of the items were not acknowledged as received and hence not refunded. I spent hours over the past few weeks trying to get help from customer service but with no success. I understand there may be errors in any process where humans are involved but it’s not okay that I am the one who’s paying for the stuff shortcomings . I am deleting my account and won’t work with them in future

have been a long time, major consignor and customer with The Real Real and find that this company as of late is solely out for their bottom line and not the end customer nor consignor. Additionally, several of their employees tend toward condescending and generally rude behavior, forgetting that their top clients must be treated respectfully as they're the crux of the business. Disappointing to also note, TRR employees are asked to put their preferred pronouns in all email signatures. And, pride propaganda is plastered all over their website particularly this month. TRR needs to understand that it's a bad look to engage politically or promote its sexual beliefs. What place does this minority opinion have in fashion? Am confused.

I bought a $5000 handbag. The packaging was awful. Not fully taped up. When I opened the box, the Chanel handbag was “floating” around on a cheap dust bag with no paper or bible wrap to protect from rubbing on the interior of the box. The bag itself was crumpled up with no stuffing. This is a big no-no in the luxury bag world. The bag itself should have made a wonderful impression, but instead it was kind of sad looking. I am hoping that stuffing it with bubble wrap will bring back some structure. No returns. Very disappointed and would not buy from The RealReal again.

I should’ve conducted my own due diligence before securing my order with The RealReal. Why would The RealReal, an e-commerce website ever unnecessarily list details about the extra fees to be incurred by their customer? I mean, it’d make people think twice before committing to their purchase. Right??? It’s far more business savvy not to provide these sort of details and make the customer pay them as a surprise ending. Right? Better yet, get a 3rd party to hold the customers package ransom until they pay a 25% uplift fee! Not to mention the cumulative amount of time spent when you consider each and every single non American to do their own due diligence to attain the details on extra fees( in this case it’s percentage range of COD for their country) versus the time spent by The RealReal to conduct ONE search to attain the range for the countries that they sell to. Anyway, yesterday being the 27th of May 2023, I paid the extra, surprise fee of $293.81 just like The RealReal intended as above. Right?? I find that the Giorgio Armani bag is a knock off and I question the quality of Sandro purse and J Brand Jeans. To make matters worse, due to a timing limitation within the return policy clearly listed on The RealReals website, I’m unable to return the items. WTF.

If I can give this company -0 this is what they deserve I have a lady coming to my house no sense of luxury she doesn’t give the price on spot and no follow up at all plus she never mentioned that there is a 20% on shoes or clothing I find out after they list the items basically they told you you are getting 60% but in fact you are getting 40 % they are not honest at all they care to get the items and sell them with a low low price my items were never used in tag terrible terrible to consign with this company never again no follow up and the price they sell the items is peanuts I don’t recommend the real real