Name: The RealReal
Rating: 1.1

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Maryann Bastnagel

If I could give zero stars, I would. Their customer service for sellers is non-existent. They conveniently “lose” items that you send them and list items inaccurately. Just try to get in touch with customer service - a complete waste of time. Frankly, you would be much better off taking your clothing and accessories to a local consignment shop or selling on your own on Poshmark or eBay.

2 years ago

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Viktoriya Brooklyn, NY

I had a brand new Valentino dress and brought to the store to sell. I recived email from customer service that the company should appraise the dress and will get back to me with a price in a couple of weeks and if I will be satisfied with the price they will sell it. In a week I received email that my dress was sold and I will receive money even less that I have purchased. It is such a scam. And I will write complaint to a better business bureau.

2 years ago

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wendy Zhou Greenwich, CT

I purchased a dress which is advertised as Size Small, but when I received it, I found it is size M. Too big for me. They said they will call me back, but they never did. By the third time I finally spoke with someone who told me it was too late for a return. The customer service person named patrick was very rude and he said it is my own fault and he just hung up on me. this is the last time I will purchase anything from the Real Real. Their quality control and return policy is terrible. It is definitely not customer service friendly.

2 years ago

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Nilsa Washington, DC

Customer service is on the decline with this company. They do have some decent deals. However, please know that the returns on your consignment and the rating of your items are suspect. I have been very disappointing in the payouts for items. In addition, I am dealing with an issue where I returned a ring and they accused me of sending them an empty box. Absolutely furious. So, I am out of $300. Believe the reviews folks.

2 years ago

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Adam Jenkins Miami, FL

Went to the store and physically handed in my rare Nike's. Got sent a "reference code". The Nike's got sold quickly. 3 weeks later not only have I not been paid, they're saying the reference code they gave me and my address don't match up, therefore they can't pay me, and guess how they're telling me, on the email chain that has the reference code. When I keep pointing that out, they keep asking for 10 business days to 'review'. Scam.

2 years ago

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erin naimi Los Angeles, CA

I reached out to The Real Real to consolidate 1 item with them back in June. They were initially very responsive and followed up quickly. We had a zoom session, they explained the process, send a representative to pick up my handbag and that is the last I heard from them or saw my handbag! I have since followed up via txt and phone call 4 times- they always promise to follow up and "escalate the case" since they have no idea where my handbag is now- but I have yet to get an answer, compensation, or my bag. I am incredibly disappointed and wonder if this has happened to anyone else??

2 years ago

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ChicagoSeller Oak Park, IL

I wish I could give The Real Real 0 stars. They lost a pair of diamond earrings I had consigned with them. I spent hours attempting to get through to customer service - no luck. I sent an email to a agent who sent back a snarky response. I got so angry I sent a letter to the Federal Trade Commission. It was only after I sent a letter to the FTC that I received money for my lost earrings. I recommend that any consignor having a horrible experience with TRR is send letters to the FTC. Maybe then TRR will pay attention!

2 years ago

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Deeh Mississauga, ON

Paid $210 (plus $66 in duties) for a dress that would have been sold for $260 when it was new 3 years ago. Item was described as “pristine” condition, with tags. Arrived with a tie/strap completely ripped off one side of the back. This was definitely not noted, and definitely not indicative of “pristine” condition. Customer service offered a $12 store credit. Total joke. Similar dresses of the brand, on the site, listed for $100-$150.

2 years ago

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s karasch Oswego, IL

Purchased a dirty, filthy Chanel handbag for $2000. Apparently they DO NOT wipe down or clean anything before they send it out. With COVID spreading like crazy you’d think they’d care a little more about their customers. Spent hours making my Chanel tote something I’d actually put my belongings in! Gross! Also, you pay for shipping, NO RETURNS on handbags even if they are not as advertised. Also, don’t expect more then your dirty item thrown into a box and shipped. Zero bubble wrap, tissue or anything else!

2 years ago

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Kowalski Edwards, CO

FRAUD! Lorrie my Denver based sales rep accepted all my items and brands via Zoom Call. Once the items were received by TRR they "don't accept" many brands that are actually all over TRR being sold. My items were in transit back to me for MONTHS! Then they were "lost by UPS" My shipping address was correct and I receive UPS to my home weekly. This is VERY suspicious. Lorrie was " creating a ticket" for over a month. DO not work with this company. They over promise and under deliver. Awful.

2 years ago

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Vintage fan Godalming, SRY

I have given two stars because there was a huge import tax in the U.K. to pay that was unexpected. This was the second unexpected additional cost as tax was added following my card details - both these ‘taxes’ doubled the price of the dress purchased. Buyers beware.

2 years ago

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Virginia Payne Nashville, TN

I am a consigner and a buyer at TRR. Their customer service is awful - the worst of any online company I've experienced. If you get a reply, which is always late, 100% of the time, it doesn't address the concern until you repeatedly insist that they send you something other than a generic message on some related topic - not your issue. They are super slow to respond and rarely rectify an issue. This is true whether you are a buyer or seller.

2 years ago

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Amber Wieland Cedar Rapids, IA

Horribly disappointed in the pricing. I sent in a Halston dress in brand new condition, just purchased a month before for $491.00 retail and it still had the tags on it. I went to check what it was listed at today and they immediately priced it at 90% off for $40.00. Which means I will roughly make $18.00 back. I want my dress back. I could get so much more of my money back with a consignment shop in IOWA. That's how bad it is. I will never sell with them again.

2 years ago

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Ana Deskins Riverview, FL

I have to tell this story as I am out thousands of dollars and to the point that I have to retain a lawyer. Be extremely careful of sending them items as you will not get them back if they dont accept them. It has been 6 months!!!! And I still have not had the items returned and they just keep blowing me off saying they will "escalate" this issue. 6 months!!! Really? We are not talking about walmart clothes here or 1 or 2 items. These were Armani, Dolce & Gabbana etc. Please please please be careful of this company. You have been warned

2 years ago

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Elina E2E EVENTS Brooklyn, NY

When you send the items to be sold, the Rep ignores you for days to weeks at a time!!! They quote you one price but list it at 5 times less, then they sell it for a price you would NEVER agree to sell at and ignore all your texts, calls and emails !!! And say oh well sorry when you lose over $1000 on a high end designer item. They Don't Care and they're only nice in the beginning to get your stuff then they do as they wish!!! Stay away!!

2 years ago

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El ST Toronto, ON

Absolutely horrible experience as a consignor. They mislabeled and wrongly priced half the items I sent in and it has been hell trying to get it adjusted. Furthermore they got the address wrong and I cant correct it- I have now asked numerous times and I cant get any timely response. I haven't seen any money. This has literally been the worst consumer experience

2 years ago

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Kay Huber Riverside, CA

I had the worst experience with The real real customer services. I order a Gucci necklace and one dress from The RR in 2/10 and immediately returned them after I received them with everything intact. I only received the credit for my dress on 2/26. I called customer service/ I told me I will receive my refund in 2-3 days which never materialized. So I sent them two emails without any responses. Do I have to call my credit company to resolve it. Very disappointed and dishonest. Will not trust them again

2 years ago

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Anonymous Plattsburgh, NY

These people are nothing but scammers and I have been informed that their employees get first dibs on everything that people send in before it is even listed (hence receiving payment commission for some things faster than others. I just made a whopping 184.80 from this company screaming they have “expert” authenticators- a joke… for a vintage Versace large Reve satchel in like new condition. A bag worth thousands of dollars.. NEVER USE THIS COMPANY

3 years ago

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PJLabreck Ann Arbor, MI

Terrible company DO NOT USE TRR. They lost several items of mine and then gave me a cheap payout for the 40 some lost items. They are terrible and steal. They returned a Jimmy Choo purse I requested back extremely damaged, I had worn it once and took 100% care of it. They are basically uncaring towards your belongings and I feel they stole from me.

3 years ago

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Angela Ferrante West Valley City, UT

HORRENDOUS EXPERIENCE - They lie and bait and switch you on commission payments. DO NOT SELL THROUGH THEM. They promised me 70% commissions, confirmed in writing. My items started selling (without my approval, mind you) and then they refused to respond to me over email, call, or text. Good luck getting a hold of anyone. They also are holding over $5,000 of items hostage - it has been over a month and they haven't sent these items back, replied about them, or provided any update or expected timeline.

3 years ago

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Lisafree22 Pittsburgh, PA

I have purchased many times from the RealReal. Other than very incorrect measurements, no true issues. From a selling standpoint, a nightmare. Incorrect pictures were used, returns on brand new items accepted, extremely low pricing. I did my first run as a trail prior to sending my extremely high end designer bags and clothing, and am happy I did. I will not be sending any more items to consign with RealReal.

3 years ago

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Dana P Arlington, MA

This company has gone way downhill. I have sold items in the past and have been generally happy. However, I am urging you not to consign with them now. CUSTOMER SERVICE IS INCOMPENT, and you have to wait hours to get someone on the phone. I gave them a pair of shorts to sell, for example, and they posted a picture of a random pair of pants in the photo. This was months ago and I keep following up and they tell me the problem will be fixed every time. I a great customer and consigned thousands of dollars in the past. They will not be in business long if they continue at this rate.

3 years ago

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Lida Mankovskaya San Francisco, CA

8 items out of a 14 item order were not fulfilled due to a “system pricing error.” I spent 3 hours looking through their sale items when they were running their last sale only to have less than half actually delivered. All I got was an email saying “sorry for the inconvenience” but we had a “system pricing error.” Basically they priced the items too low and when it came down to shipping them out they just went “oops No!”. The consumer always takes the fall with them, The worst consumer experience ever!

3 years ago

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Reva Salabu Edmonton, AB

The real real had posted a fake bag that I couldn't find anywhere. The dimensions of the size were also off and so were the colors (nonexistent). I had returned the bag and customer service was great, but they had re-posted the bag for sale within minutes. So, someone will be purchasing a fake bag from this website.

3 years ago

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Eden Kaui Los Angeles, CA

I've spent over 10000 on this site. I got a 300 gift card as a gift. I tried making a purchase but my card kept getting declined so I made another account to try to see if the gift card would work. I contacted customer service and they disabled my gift card and my account because they said I had multiple accounts which goes against their guidelines. Well I only made the extra account because the site wasn't working

3 years ago

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de lyon Sydney, NSW

i was forced to pay $77AUD for 'EXPRESS DELIVERY" to australia and they only used UPS wich takes TWO weeks, customer service is appalling was not even able to use a $25 code on a bracelet that costed me $3,000 landed in AUstralia!! NEVER AGAIN! still not deliverd. customer service keeps saying they are sorry and 'fixed the issue'??? they fixed NOTHING!!!!

3 years ago

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Terri A. Syracuse, NY

The real real is a company based on lies! They handle themselves like true thugs! They're liars! They have these extremely extremely long hold times only to be hung up on. They never contact you back. If they do it's an artificial email response stating they will contact you within 48 hours which they never do. They themselves on their customer service? Professionalism and authenticity? Thugs and liars behind a phone and business name. Never do business with liars and theives

3 years ago

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baredd Auckland, AUK

Avoid more than covid. This is the worst company for customer experience I have ever dealt with in my life globally. I am still trying to get a refund on an order from May 2021. They have failed to respond to my emails, letters (yes I resorted to letters!), messages, chat the list goes on. Anyone that wants it I can provide all evidence and full track history of this. Worst company ever.

3 years ago

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Lisa DM Lake in the Hills, IL

Purchased a pair of Jimmy Choo boots from their site. Item not as described. The leather was scraped off the toes and touched up with a market assumably so it couldn’t be seen I. The photos. Contacted them and never received a response. Luckily the item is eligible for a return (eventually because it will probably take a month to receive it). I will have to eat the shipping cost. I will not be ordering from there again and so not recommend purchasing anything from them since they can’t even respond to a customer when they clearly messed up.

3 years ago

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NPS711 Philadelphia, PA

I have sent in several “consignments” to TheRealReal consisting of 30-40 items each. My last consignment was 4 boxes—-they sent their agent to collect and scan the boxes and sent me a receipt. One entire box of items is unaccounted for now and I have reached out to my rep as well as the company directly and have receive NO response. They lost well over $1000 of items and can’t be bothered to respond to me. They have lost a seller AND a buyer. Would never recommend thi comp at to anyone.

3 years ago

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Lydia Boland Detroit, MI

Customer service will lie to you & give you the runaround until threatened with legal action. I have yet to receive an order I placed 4 weeks ago. They keep claiming they cant get in touch with their warehouse in Arizona... Then don't sell mech you don't have!! SCAMMERS. Look at their Instagram! The comments are flooded with unhappy customers. This is by far the worst company I've ever done business with.

3 years ago

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MonaLisa Macarie Atlanta, GA

I have been a customer for a few years but I will have to stop buying from them unfortunately! Besides other issues with the company, almost every time you return something an item gets lost somehow and you never get your money back for it!! It happened to me often but recently I returned 2 Moncler down coats and one of them disappeared! Called customer service several times and same answer every time: "the only thing we can do is to send a message to the warehouse". I will never shop there again but won't stop until I get my money back!

3 years ago

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INESSA BOROCHOV The Bronx, NY

The worse company to deal with The worse company to deal with. I gave them 300 of designer pieces most of them Chanel’s with tags and was promised lots of money back 4 days later they were selling them for $16 I was soo shocked I immediately threatened with a lawsuit and asked For my clothes back it took them 1 month and minus 26 pieces that they still sold.please find a more honest company to deal with I wish I knew.

4 years ago

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Mullin Clearwater, FL

The designer handbag I purchased was badly ripped/ damaged on arrival. Poor customer service ensued although clearly the item wasn’t checked let alone authenticated. The description on the sale description was “very good”... they offered a small credit on my NEXT purchase... wouldn’t trust their products and obviously they aren’t authenticating the products.

4 years ago

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D Clark The Colony, TX

Anyone considering consigning/selling on their site could definitely do better. The staff is very rude and unhelpful with issues that doesn’t necessarily benefit them. I think there’s an integrity issue there, but that’s my opinion. If you’re considering dealing with them, DONT! Your items will be greatly discounted and you’ll have to hunt down your “commission”. You can do better on your own.

5 years ago Edited September 14, 2021

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Renee Fountain Hills, AZ

This company is full of misinformed employees who NEVER FOLLOW UP ON ANYTHING. They lost a pair of my Christian Dior boots, made excuse after excuse about where they were & then tried to give me $200.00 for the $1200.00 boots which were worn 5 times!!!!! They also lie about the actual number of items they sell. All my items I asked to be returned to me where subsequently marked sold. I guess then feel they need to mislead their investors too...

5 years ago

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Lisa N Leland, NC

Absolutely horrible. I bought 4 things in one order... A Lafayette 148 dress and 3 David Yurman pieces. When it arrived, the dress was not the size as advertised. The DY earrings were FAKE. The DY pearl necklace I purchased had dents all over the pearls and no RealReal tag attached to it. The final DY bracelet was fine, but based on everything else, I returned it all. Now I only have credit for 3 of the items being sent back. I am on the phone

5 years ago

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chenggis Crown Point, IN

If I could give them a negative star, I would. The whole process to sell an item was horrible. One hand doesn't know what the other hand is doing. I would never do business with this company. I requested that my item be returned without being listed. I will wait to receive the item. If I don't, I plan on contacting my friends at the Attorney General's office.

5 years ago

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Mathilde Johnson City, TN

At first they were great for consignors. Then in Feb of 2019 They changed commission rates from 50 to 40 Percent and put 20% coupons on everything. They used to be good to consignors. Now they are down there with Thred Up. I was livid when I saw the pricing so I asked for my things to be returned. I can do better at Ebay! I have also purchased things and they were not as described. They listed a pair of Ray Ban sunglasses as Wayfarers and they sent Clubmasters. Customer service reps are rude!

5 years ago

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Margie Welling Cincinnati, OH

If you want to be disappointed in a purchase, shop at the RealReal. I am 2 for 2 in disappointment now. In buying a handbag, be VERY careful. Their concept of "very good," is like my "OK." ....as far as condition goes. I hope I've finally learned to stay away from the RealReal.

6 years ago

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Beverlee Beverly Hills, CA

I consigned and purchased with TRR for many years. Don’t complain or they retaliate and will lose your items or will send to a former address. You will also receive your item without the box or original packaging. They do not advertise your item properly and mention it has tags. Their personnel does not know the deference between Scalamandre silk vs Polyester!!! They hire amateurs.

6 years ago

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hubert weisslinger Miami, FL

Don' t consign with them!!!! We sent them 3 louis vuitton bags to consign We didn't agree on the selling price and they returned us the 3 bags. They lost all the louis Vuitton booklets and one bag which was brand new came back full of grease stains We reported about the issues and nobody ever dared to ever call us back! They just ignore you and leave you with your devaluated items

6 years ago

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Lindsay San Francisco, CA

I consigned a $1300 coat (in like-new condition, only wore it once) with TRR for $125, and then somehow my payout was $50? I chose site credit, and then found out a month later (it took this long for the credit to become available) that the credit will expire in 2 months! Nothing about this company is straightforward or upfront. I've also bought from them and received items in far worse condition than described.

6 years ago

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LAUREN ROSE HOFLAND Sheboygan, WI

As a consigner, this has been a very disappointing experience. I agree with other reviewers that the pricing they give you is very low. I listed one item that they agreed to list for $495, but when they posted it for the first time, they put it on sale at 20% off. But the worst were the two, brand new with tags watches I just sent: a Raymond Weil and an Oris. They listed both of them as needing service and not keeping time and--even though they listed them as Condition 1, they didn't list them as "new with tags."

6 years ago

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Grace Richards El Paso, TX

Better off selling on eBay. You’ll get more of YOUR money, and you don’t have to wait a month for your item to be listed, without any updates from TRR. This is a terrible place to sell, and as for purchases, I’ve bought 4 items. It’s questionable whether they are authentic. The pictures are excellent, but when the item arrives, it’s not as nice. One Gucci bag was in terrible condition, so I sent it back for consignment. It took a month to list and now I wait another month to get a portion of my money, due to their commission structure. I lost a lot of money on this. Not worth it!

6 years ago

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NANCY Modesto, CA

I am a big purchaser on this site and stupid me used Affirm to purchase the items. The return items processed are a nightmare and you cannot tell what has been refunded. The Real Real Consignment seems to be in legal violation of many things when it comes to their return issues. I have tried to reach out on many occasions but to no avail. Unfortunately for me I will probably have to hire an attorney to get to the bottom of my returns.. It is that bad! EXTREME CAUTION!

6 years ago

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Liza Long Branch, NJ

I bought a LV bag from the real real because of their reputation for selling “the real thing”. After receiving it and researching how to spot a fake, I am so disappointed to state my purse is fake and of course it cannot be returned. I emailed them with my story and never heard back from them. I learned an expensive lesson. Never buy ANYTHING that cannot be returned and never buy from the real real.

6 years ago

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ANNA Brooklyn, NY

WORST CUSTOMER SERVICE, ACTUALLY NON-EXISTING. RUDE, IMPATIENT THEY SOUND LIKE THEY DO YOU A FAVOR BU TALKING TO YOU. SELLING WORNED CLOTHES IS NOT THE SAME AS SELLING DAMAGED CLOTHES AND PRETEND THEY WORNED YOU. NO ONE TO TALK TO. THEY CHARGE FOR SHIPPING AND RETURN SHIPPING EVEN WHEN CLOTHES ARE COMPLETELY UNWEARABLE DUE TO CONDITION. NO HONEST COMPANY.

6 years ago

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Linda Republic, MO

If you are familiar with a REAL Authentic Rolex then I suggest you laugh at half of the pictures of the Rolex watches this website sells. Authentic Rolex ladies gold President does NOT have pinholes on the side for the band. The only insignia on the crown is the Rolex crown. NOT a + sign and Rolex datejust. Do not overpay , all Rolex watches are serviced by Authentic Dealers and will have a record of last service date and all have a Unique serial number. Do NOT get ripped-off.

7 years ago

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Ali Otstott Chatsworth, GA

I sent The Real Real a Balenciaga Motocross Giant 12 iPad Case which I originally purchased at Barneys for over $400 several years ago. I shipped it in November of 2016 in perfect condition, and they JUST NOW SOLD IT on April 6th!! They listed it originally at $175, but said they would never go below 50% off. Instead they sold it for $75 (over 50% off), leaving me with a measly $42.63 commission! I could have done better selling it on Craig's List or Ebay! I HIGHLY do not recommend using The Real Real. It was a waste of my time and money!!!

7 years ago