The RealReal

Where to begin? I'm currently on hold to speak with consignor relations (ALWAYS an estimated wait time of more than ten minutes, generally 30-60 minutes to speak to someone about the disposition of thousands of dollars worth of your stuff, fun!) because I sent The Real Real a $1200 NWT pristine Emilia Wickstead dress that The RealReal returned to me covered in fabric pulls. This is the second time they've damaged my NWT stuff, the last time, an unsold Brock Collection bodysuit that I'd sent new was returned missing it's tags and with damage consistent with wear (eww.) After a super fun series of phone calls where they all but accused me of damaging my own things to get a below market price out of them they "bought out" the item and eventually issued me a credit. It was hours of effort for less than what I bill at work, so I still lost money, which was great for me. This time around, I emailed detailed photos immediately upon receiving the item on 2/6. Today is 3/27! When I called on the 22nd of March to inquire about the status of the situation (that they clearly just forgot about,) I was told to send photos (I'd already sent photos) and no apology was made for the month I waited with zero action on their part. And that's really the worst thing about this company, to be frank;

THEY DO NOT APOLOGIZE. They will do absolutely, positively, outrageous things, your luxury manager will lie to you about the payment and pricing process, they will just not ship things in a timely manner even when you've paid the $30 for overnight, they will RUIN YOUR THINGS, they will lie to you about timelines/actions taken, they won't return phone calls or emails when they've committed to doing so, and when you have the temerity to complain, be prepared to be treated like absolute garbage.

My luxury manager straight up defrauded me to obtain inventory, made insane promises about pricing and when I'd receive promotional credits, and when I asked customer service what was going on I was told "They work on commission."

They sold me a slip that they'd listed as a dress (and that's another thing, really scrutinize item photos, I think their product team day drinks, be prepared for men's items, half a dress (in my case), undisclosed damage, and counterfeits), I returned it within 48 hours and it arrived at their warehouse on Thursday. I agreed to store credit. I called because, you guessed it, NO STORE CREDIT materialized, and was told "yeah that warehouse is late with returns, you'll need to wait five days." WOULD'VE BEEN NICE TO KNOW THAT.

I'm typing this while STILL ON HOLD, by the way. Delightful.

They need to get it together. Interdepartmental communication and accountability would go a LONG WAY. Mistakes happen, but maybe drop the accusatory tone and apologize once in awhile when you've royally screwed up.

I'll be fair and start off with the good part... The RealReal ship very quickly which is why I'm giving it 2 stars instead of 1. The customer service representative also accommodated me prior to my purchase with a promo code that had expired but would grant me it anyway. That's the good part. Now, here's the part you WANT TO READ: I bought a Tiffany necklace from them, $200, even though I'd later discover that they lie about the item shown in their listing photos as being the actual item sold. THEY USE WHAT APPEARS TO BE STOCK PHOTOS! For the same necklace (if they have multiple to sell), the same exact photos are used for each listing! The product page states, "Photos are of the actual item in our possession" yet when I emailed them to ask for a visually-detailed photo of the item, they SENT ME THE SAME PHOTOS AS WHAT I HAD ALREADY BEEN VIEWING FROM THE PRODUCT PAGE. WTF? So as if that's not bad enough (obviously, I overlooked this as being a potential issue - I needed to get my daughter a gift in time for her birthday so I placed the order anyway), they described the necklace's pendant as being in "very good" condition, having "light scratches" on the pendant, which leads one to believe there are a few here and there, hardly noticeable, right? Wrong. The entire pendant looks like someone used sand paper on it. I'm livid. I'm leaving this review to warn others that THEIR PHOTOS SHOULD BE OF DETAIL for selling used items. It's my bad for not taking the warning signs seriously before my experience. I'm contacting corporate to suggest that they get their QA/QC team involved to determine what went wrong here - in a nutshell, the stock photos they use are clearly false advertisement. Look at my photo and their listing photos and you'll see the difference in detail, and how it is misleading! Seriously, read other people's reviews and also articles from CNBC where it states this company is borderline fraud. They have "experts" who authenticate without having had any training.

Three weeks ago I had two issues with TRR. Had to call cust svc for both. I paid for an item and after 2 weeks The RealReal still hadn't shipped it. They never told me why they didn't ship it, no "oh we're sorry we messed up" nothing. Just credited me the cost of shipping and that was it. The second issue was quite significant. I specifically ASKED for a return call or some communication, which of course they never even responded. AT ALL. I paid over $2,000 for a necklace that I received completely KNOTTED UP. I MEAN THIS THING WAS SO TANGLED IT TOOK ME OVER 2 HOURS TO UNTANLE IT. Now, this was not done in shipping, this was an obvious effort by someone at TRR before shipping. I told them I thought this too and I wanted a $200 credit for my time (I earn well over $100/hour and I wanted my waste of time on their $2000 necklace to be compensated). Did they say "oh gee sorry"? No. Did they say they would get back to me? Yes. Did they follow up? No. As a result, I am extremely pissed off and have made a point to tell everyone that this company is turning into a crap hole company. Not just based on this, I've had several experiences that would never have happened 2 years ago. A couple months ago I returned an item, they received it and RESOLD it - and a month later they still didn't credit me the $3000 for the item! The customer service rep told me they didn't get the item returned! I had to call and demand their stupid out-of-the-USA in India get someone on the phone THAT MINUTE and explain and process my $3000 credit back to my bank card! They're not shipping things out, they don't respond to client requests, they're not processing credits - It is all adding up to me that they are losing control. I've already diverted many of the thousands of dollars I would normally spend with them monthly to another company - WHO IS DOING EXCELLENTLY and responds when an EXCELLENT CUSTOMER calls. I really feel they just don't give a crap - I spent over $100,000 in the last 18 months. Do they acknowledge this and even give a tiny bit of respect for loyal, LONG-TIME CUSTOMER? No, they do not. So if I could give less than one star, I would. I've been purchasing lots of other items on this other site and have gotten excellent customer service and respect. So, RealReal since you all obviously don't care about me as a customer, why would I care about spending my money with you? AND don't dare blame it on the covid bs, you've had a long time to figure out a better way. You just aren't being a better company and it's being noticed.

While I have had some decent experiences with the RealReal, this most recent purchase has turned me into an ex-customer.

I have purchased 50 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' condition that has stains that look like blood all over the interior), a mis-sized sweater that was a S instead of a M as listed and not returnable, a Gucci scarf with no brand tags at all (essentially worthless because of this - not mentioned in the listing), Dolce & Gabbana loafers that had been altered with a heel added (not mentioned in listing). But I have also received items in better condition than listed, so it's always a gamble. Their requisite 3-4 images do very little to illustrate the actual condition or details of the product, so you have to rely on descriptions that are becoming more and more frequently very misleading.

But most recently I ordered 22 items last 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 (see image). 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 (2 items have shipped so far) or what I paid for those items. I contacted support on Monday (it took 10 hours for a live chat agent to reply) and was told to basically wait and see - and also a promise that all of the remaining items would have shipped at latest by EOD Tuesday (The RealReal have not - it is now Thursday). So they also have no idea what I paid for or what is coming to me, or when it will get here - or if it even will (not looking great at this point). The 'best they could do' was offer a $25 site credit (which is about half the cost of shipping to Canada).

Both of the 2 items I have received from this order were badly misrepresented. A sweater listed as in 'Excellent, no signs of wear' condition is covered in pilling and snags, and a silk top listed in 'Very good. Pin-size hole at brand tag' has a splatter stain that looks like food/grease all over the front of it and has pulls and 'pin sized holes' throughout.

I received an email 2 days ago letting me know to check my account because things were shipping and then... nothing shipped. It's all just sitting there.

It is unfathomable to me that a retailer not only misrepresent merchandise so badly, but that they can actually fully rescind a purchase after payment has been accepted and the order was confirmed -- 48 hours 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 (much 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 and condition listed it isn't worth it. I will stick to local consignment options.

Do better.

Thank you Tenisha.
That was the item number TRR listed. However, when I looked at what you posted and marked down it was now silver. Mine was gold with green and red web belt with leather. I never owned the silver. I held onto that belt to be sold at the time of the movie release. It was Tom Fords release of the Belt. I was given it by the producer of the show. Kevin Krier. It was never worn other than on the runway and I know

When I saw the mistake I searched TRR and there were no belts like mine available and I was put on a waiting list for it and there have been no results.

In the last 75 days I have been emailing, texting and put on hold numerous times. I have been hung up on three times. I have sent the item photos, explaining the situation with item numbers by email, text, and by phone. I have asked for help graciously and gotten no results until now.

I have spent hours begging and it is not my style. I have never been treated so rudely. I am in hospitality here in SF and am shocked at how you can take peoples time. My time is valued and my opinion is paid for.

My beginning experience with your service of coming to my home in the middle of chaos ( mine) while moving and getting care for my health was outstanding. She was exemplary and gracious which is not easy when you are dealing with peoples things

Being a guinnee pig with your texting model without warning was so insulting, horribly executed and an embarrassment. As someone who has managed sales and operations for major luxury hotel brands I couldn't even consider getting her involved to clean up this mess. I'm sure I'm not the only one to have experienced. She doesn't deserve a cent of commission loss. You should pay her more. Much more. You cannot retain them if you cannot operate.

I am requiring an original photo of my belt from TRR to confirm it's identity and overnight shipping immediately. If that is not possible I would like to have it's original value of $475 transferred into my account today.

I have an understanding of the process but cannot keep spending my time. Please get back to me today.

Warm regards,
XXX
No response for 7 days.
This was it:

0349

Tanesha Conseiga (The RealReal)
Dec 9,2021, 10:45 AM PST

Hello,

Thank you so much for being so patient in regard to this situation and upon checking with our investigation department and your Luxury Manager we were able to confirm that it was a silver belt that was sent in and not a gold belt. At the current moment, I can mark the item to be returned to you or place the item on the website for sale but unfortunately, we will be unable to pay out for this item as it is the correct item that's being displayed.
Then I sent:
TRR,

The day you changed my belt on line and put it on sale I reached out. Over two months later this is your offering.

You think that I don't know what Gucci belts I own? This error has been going on since September 8,2021. I need to schedule an in person appointment.

You have treated me like an idiot and I'm going to accept that. However, I want my green and red with gold double G and tan leather Gucci belt or I want to be compensated in full.

Please mail my ties you currently have listed and provide me with tracking numbers.

I am available tomorrow at 11 am or 12 pm to dedicate more time to this in person in SF.

Thank you for taking up more of my time.

Final response:

Tanesha Conseiga (The RealReal)
Dec 10,2021, 5:35 AM PST

Hello Xxxx

Hello Xxxxx

Thank you for contacting The RealReal.

We've submitted the request for the return of your items to the following address:
Xxx ST
SAN FRANCISCO, CA 94115-4008

You will receive an email once your items have shipped with the following information:

-items being shipped
-the shipping address
-tracking details

This process can take up to 30 days, however, we expect your item(s) to ship in the next 2-3 weeks.

A signature is not required at the time of delivery except for the following items: Fine Jewelry, Watches, and Women Handbags.

Please let us know if you have any further questions, our team is here to help you.

Best regards,
There is a brief survey after this email that directly reflects my service to you. If you have the time, feel free to share your feedback.

Kind Regards,
Tanesha L
Consignor Relations
The Real Real
*******893 ext. 3
*******@therealreal.com

Download The RealReal App: https://trr.app.link/download

I have had several problems that remain unresolved. I understand their "final sale" policy, but when their descriptions are inaccurate, The RealReal should accept returns. For example, I bought a pricey Chanel bag that has an odor that has now permeated my entire spare bedroom. I can't wear this bag. No response from customer service.

All of the Louis Vuitton bags in a certain style have inaccurate measurements; the PMs are listed as larger than the GMs, the shorter shoulder straps are listed as longer than the long straps.

The model pictures are useless. They take the bag and photoshop the bag's image onto a generic model and the picture of the bag is not to scale in proportion to the model or even how one usually wears certain bag styles, e.g. a shoulder bag is poorly photoshopped into the model's hand.

I did hear back from customer service about the LV measurement issue. They sent me the generic "this is how we measure bags" copy-paste, which isn't true or their measurements would be accurate, and told me if I liked a specific bag, they'd measure it for me. Why don't they remedy the problems that are already there?

They don't provide enough pictures to authenticate and to see the full condition of the bag. Their narrative descriptions seem to be getting shorter and shorter.

Do they really expect me to buy a Hermes bag when all they say is "very good" condition, provide limited pictures, some not including the stamping, and get the color of the leather completely wrong? How can they authenticate an item when they aren't close on other obvious details? Customer service didn't even respond to my inquiry about the bag.

Their "estimated retail" prices are not always accurate.

Most of us who buy higher end brands are pretty savvy shoppers. If they want us to continue to pay thousands of dollars, sometimes for just one handbag, they need to have better customer service and more detailed and accurate listings. They make a nice profit from their items. They should act like it.

I'm done. Great concept. Poorly executed.

The good:

Once TRR understood the labels that I was offering up to them (Jill Sander, Derek Lam, Burberry, Issa, Vivienne Westwood, etc.) and the number of items I had (approximately 70), The RealReal deemed me worthy of having a rep come to my home to look through my items. The rep was very professional, and after checking my items, determined that 40 or so items were appropriate for their site. The rep took the items back to TRR's offices, for a final determination.

They decided to return about 10 of my items, and they were shipped back to me via UPS. Everything appeared to be in good original condition.

My remaining 30 items were then listed on their site, and within two weeks (this was around mid-June), 4 of my items had sold. I didn't have to take any photos myself... didn't have to list anything myself... so from this perspective, it was a breeze!

As for the prices they assigned to my items, I guess sorta like when someone is selling their home, they might perceive it's value to be more than what the market will bear.;-) I mean, I was selling items from my personal closet, and each of these items had stories and memories associated with them. But in the end, TRR are the experts, and indeed, I think they know what sells on their site, and at what price. (I think what may have also impacted some of the prices of my items was the fact that, during COVID, sites such as TRR suddenly found themselves inundated, with everyone 'cleaning out their closets'. So all that inventory probably meant lower prices, across the board.

That said, even after TRR taking out their commission, I suppose I was pretty content with my earnings, as it likely would have taken a long time for me to find just the right buyers, and at the right prices, on my own. Some of my items sold for more than I expected, and some for less, so in the end it all sort of evened out.

One problem I did find with TRR however (at least, during the Summer of 2021 timeframe) was... TRR management were either unwilling or incapable of hiring more staff to keep up with the volume of inventory, and the customer service that should go with that. Emails to TRR and calls to them went unanswered. For weeks. Some of my items that TRR accepted and listed... the listings were sloppy. So I had one dress with LEATHER sleeves (which should have been a big selling point, and added to the perceived value of the dress). But yet, they neglected to mention that the dress had leather sleeves. Another dress that had a unique sash/tie design... it was tied incorrectly on the mannequin, so it ended up showing inside seams and inside supporting 'strings' on the mannequin, making the dress look strange. Another dress of mine, which was silk, and which included a matching full slip... the slip ended up getting 'returned' to me by TRR. Another shift dress that came with a matching belt... that belt also got 'returned' to me by TRR, resulting in a shapless dress that they then listed on their website. When I called them to ask for a shipping label so that I could send them the belt to go with my dress, four weeks later, no shipping label. And so on. Clearly they are overworked and understaffed. All this sloppiness, in turn, effects how our items are styled and described on their website, which in turn could make them less appealing to potential buyers. Then in turn, TRR eventually drops the price, which means that we, the consignors, will get LESS money for our items. So TRR's sloppiness impacts our bottom line, to a degree.

Having said all that, my sense is that TRR's product standards are good, and that their overall process makes things very easy for sellers. I think they need to hire more people however, at least, during this very busy time. This in turn will ensure that customers get better customer service. As it is, right now, the customer service is lacking.

They also should revert back to what they were initially known for: a reseller of designer clothing and accessories. But now they are selling... home decor? Artwork? Electronics?! They are diluting their product and their brand/image. But, this is what happens when people (i. E., the TRR CEO and her partners) get greedy. If you are going to expand, you need to do so in a very calculated way. So many companies expand for all the wrong reasons... the service and quality go down... customers go elsewhere... the company tanks... and then the CEO is looking to offload her now-sinking company to the highest bidder, i. E., eBay or Amazon or Alibaba.

The day I called TRR for customer service, and a rep who was clearly in INDIA answered the phone, that was the day I knew that it's just a matter of time before TRR is being acquired by a larger reseller.

I'm an avid TRR customer. Generally, customer service is great. (And I've emailed them a lot.) However, I have received a number of problematic items. A Fendi bag that had cracked handles that was not mentioned in the description. 2 pairs of shoes with sizes mislabeled, clothing with rips or tears not identified in the listing. A belt with mislabeled color. A visibly fake pair of Chanel shoes. Some of the items show up a different color than depicted online. In all cases, customer service has taken back the items without any issue, thankfully.

To my surprise, many items exceed my expectations. Black items are almost always better than The RealReal appear online. The photos of black items are really not clear enough - likely why so many black items seem to be on the bottom of the sale prices.

I shop around and prices are always the best I can find anywhere.

The 20 minute limit on the cart is truly annoying when purchasing many items and trying to do shopping. I find myself having to continually re-add to my cart over and over, which is a really slow and painful process.

I did notice when I've sent feedback about returned items (wrong size, rips etc) that the updates never make it to the listing.

I don't fully understand the business model of not accepting returns on all items when you can just turn around and consign it back. It seems inefficient to do this if your team is having to re-authenticate an item that has already been authenticated, photographed and listed. It would be faster and more cost effective to just accept the return.

For consignment, two items I purchased from TRR weren't accepted back. One, the authenticators obviously didn't pay attention because they couldn't find the tag? Which as any bag person knows is often inside of the interior pocket. So they're sending it back. Which means I'll just ship it back to TRR again, even though it was already authenticated the first time when I purchased. I emailed my consignment representative and days have gone by without any response. I was hoping she could catch the return shipment and tell them where the tag is. I sent her a photo of it.

Anyway, it seems overall a good company, and I shop here more than anywhere else. But from the outside, redundancies and inefficiencies are apparent.

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 The RealReal 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 would like to add to this review. The RealReal did reach out and ask if I wanted to re-authenticate the bag via one of their authentic locations I asked if I could by law record this process to protect myself and The RealReal and The RealReal immediately retracted the offer stating I was starting a legal proceeding and implicating The RealReal. I wonder what they think I am implicating by staying within the bounds of DC law and even asking permission to record the authentication process. Notice to the community I am an attorney and a US service member and therefore I must stay within the bounds of the law due to the nature of my job and not violate US code, and participate to the fullest capacity with law-enforcement with any suspected counterfeit issues. The RealReal has already emailed me claiming to refute This claim and this post saying it is not accurate nor ethically representing the situation. I would love to hear what parts they refute. Anyone with questions I offer to reach out I have photos and emails - evidence of everything I have stated. I have reached out to law-enforcement for next steps and will be seeing a Gucci representative for confirmation for the police and following the requisite steps. Realreal want to make this right? Admit you sold a counterfeit bag. Issue a refund, accompany me to the police station. If you promise so hard you will destroy the bag, how about you just watch the actual law enforcement authorities do it within the bounds of the law? Or perhaps discuss with them the authenticity of this bag and it's missing logo and larger than normal handles, and misshapen body, less quality texture and sticky zippers?

I really wanted to become a loyal TheRealReal member. This site sounds too good to be true. I placed an order on Saturday and received my item on Tuesday. Shipping is awesome! TheRealReal prides themselves on guaranteeing authentic items, however I recently purchased a Burberry scarf thinking that I would get the real thing but can you imagine walking in the Burberry store and having the manager confirm your suspicion that the scarf is fake??? The Burberry label was stitched on in an uneven pattern, the thread holding the label is coming off from the other side of the scarf, it was crookedly sewn (the sewing of both ends of the label are uneven and not tight from end to end like how The RealReal should be in any authentic luxury brand scarf), and it doesn't parallel with the plaid design. I don't know if it matters much, but the thin label itself simply states BURBERRY, and there's no additional tag that states where it's made or the material composition. The scarf also came covered in what appears to be animal fur, either from a long-haired cat or dog. I'm utterly disappointed that this scarf passed TheRealReal's inspection. I'm sure that even my husband, who has no clue about authentic scarves, can tell that the label looks fishy on the scarf. He probably could've done a better job sewing the label more parallel to the plaid pattern. The fake scarves sold on eBay look much more authentic than the scarf I got from TheRealReal. Proceed with caution!!
Stan: It would help future customers tremendously if TheRealReal takes pictures of the Burberry label. It would help us shoppers from saving time, money and effort in buying a fake scarf, regardless of the "authenticity guarantee". It doesn't mean much when you say that TheRealReal guarantees authenticity and there are multiple comments from other customers here screaming that some items are fake. When I contacted TheRealReal, they didn't apologize but instead sent me via E-mail a parcel stamp so I can return my scarf since my complaint was simply taken as a return request. What good does it do to people when we catch a fake item and once it's returned, it could be possibly resold to the next person on the wait list?

I have been a regular customer from The RealReal for one year. I had lots of good purchases and good experiences which until a month ago, overcame the few issues with wrong description of the goods.

My first big disappointment was with an Aquazzura shoes. Pictures listed on the website was for a brand new pointy toe shoes and I received a resoled SANDAL.

Also last month, I placed an order for Chanel purse (and this was my biggest disappointment and where I felt damnified the most). The first issue started with the lack of providing customs invoice to UPS- so, my order was stuck in St. Louis for approx. 5 days. I called UPS and The Real Real back on forth (and after approx 15 calls and approx. 10 hrs on the phone), the issue was sorted. During the process of my talking with UPS, I found out that The RealReal was shipping the order to the incorrect address. Since The RealReal were shipping to a different province, the taxes that I would pay would be 7% higher. I discussed this issued with The RealReal and one of the managers advised that they would reimburse me the duties and taxes (as a store credit), given they had shipped my order to the incorrect address. I greed with the offer and decided to receive the order in the address that The RealReal had shipped to. So, I paid the taxes and the shipment was released from customs. As requested by The RealReal Manager, I sent her the invoice via email, expecting the promised store credit and her reply a few days later was that she was waiting on a reply from her "taxes department". When I finally received my order, I was very disappointed to discover that the dimensions of the purse was 30% smaller than listed (listed width was 8.75"and the real width was approx 5.75"- 3 inc. difference on a purse does make a huge difference). Again, I contacted the same manager with a complaint and she said she would accept a return and that I had to contact UPS if I wish to get my taxes back (?). Because I had already had other experiences with UPS also returning items from The RealReal that were listed incorrectly and I never received a refund, I advised that I was not willing to return the purse and lose the $500 that I had already paid in taxes to import the purse to Canada. I have emailed The RealReal a couple times and have not heard back with a decent solution (as a matter of fact, no response whatsoever). I FEEL EXTREMELY RIPPED OFF and misled by The RealREal at this stage.

I bought a GBP 4500 2018 Chanel Chevron red sequins bag that was described as with tags and condition was pristine. How misleading! When it arrived the box was 4 times the size of the bag, so it was clearly not the original box and the sequins were missing from the corners and at the back. The sequins were not done very well - I was at the Chanel store in Mayfair and after I saw other sequins bag clearly what I bought was not pristine. I was to shy to ask them to check whether my bag is genuine as I don't want to be humiliated even though I have just spent a fortune for a "proper" flap bag with tweeds and sequins.

I ask Real Real customer service and all I was told was that the bag was like that and I was shown a photo which is very different from the non "photoshopped" versions of photos and all The RealReal can offer is a USD100 discount off my next purchase. I know it is a final sale but it is a trick for them to push substandard designer bags (even described as with tags and condition as pristine) at a ridiculously high price. I would advise anyone who look for pristine condition to stick to the Chanel/other brand stores and unless you want a handbag which are no longer available at the stores and you are willing to pay a huge premium for a substandard product. Also be aware that all their photos are photoshopped and professionally done and the end product which you receive will be very different. I am very disappointed. Although Real Real likes to market themselves as giving you access to designers bags at a cheaper price I think there is a long way to go - for a start their description of the bags is misleading and I don't think they are being honest which is always off putting for customers. They also like to market themselves as having authenticity checks - my bag may be authentic although I start to have my doubts it is certainly sub par and definitely not worth the price. Their shipping cost is also higher than Harrods and Selfridges and take way longer so it begs the question- why bother.

I decided to try The Real Real to help clean out my closet. I also have worked with Yoogis, Fashionphile and a few others. The RealReal to me is one step before giving things away to Goodwill.

When you sign up for the first time, a sign up rep will email you to help you with questions. The person I got was sloppy only answering half the questions (even when I made it easy for her to answer giving bullet points/numbering them) and not very clearly. She also stopped answering once I sent the items in. If you do want to try them, I recommend properly reading through the seller terms - the site is definitely pro-buyer.

I submitted 10 items for my first try, most were new, some with tags. The RealReal will still only list it as "Very Good" with signs of wear - which they also used to describe a bag that was used a few times. The sign-up rep will also suggest you look through the website to get a sense of what types of prices your items will be listed for (common sense), but what she does not tell you is that when it goes on sale, it might immediately be applicable for a 20% coupon or whatever sale they are doing. If you want your items returned/they're not accepted, there are fees you will have to pay. They also put up one of my dresses backwards on the mannequin - when I emailed customer service about this they did not reply.

Again - I would say this is a good last step and easy place to send your designer items if they are going to Goodwill anyway. But for things that have value, I've had a great experience with both Fashionphile and Yoogis which both have better consignment terms (better prices, lower fees, sometimes offering buyout). I recommend you try those first. I think most people have an inflated idea of what their second hand items are worth, but I do also think that The RealReal prices below those prices as they are incentivised to move things quickly. And their customer service towards consigners need improvement - without consigners, they do not have a business, so they should value the relationships. But if you want something quick and easy and don't expect much out of it, The RealReal might be for you.

I have been a Real Real customer for the past three years, having both bought and sold through you. For the most part, I have been satisfied with you, but after some recent experiences and now reading some of these reviews, I am now starting to question whether I will continue with you as a customer.

Firstly, there is no consistency. Whether it be with items you sell/accept for consignment, pricing of those, condition of items, and even shipping. For example, WHY, all of a sudden, without explanation, do you no longer ship certain clothing items and leather goods overseas when you did previously? I well understand exotic materials like fur, snake or croc are problematic, and I have no issue with that. But I am referring to angora or lamb and calf leather. Nothing exotic. There are other vendors who ship these items internationally without any issues. Why can't you?

Second, regarding shipping: why don't you offer different shipping options? The postal service and DHL are much better options than UPS and Fed Ex for some of us.

Also, as an overseas buyer, returning items is a nightmare for us. You do realize that every time an overseas buyer has to do a return, they're completely on their own since you offer NO support to us. That means, not ONLY being stuck paying expensive duties on an item The RealReal aren't even keeping, but having to pay expensive shipping costs to return the items. If you ship via DHL, for instance, a buyer could use that to return the item WITHOUT being hit with massive duties and customs fees. Even if we were charged for return shipping, it would be much less using your account than doing it on our own.

Third, and this is one of two reasons, I'm giving you one star and why I'm questioning continuing my relationship with you: WHY have you raised the prices on all your Chanel items, literally from one day to the next? I had several items on my Wish/Obsession list, which have all doubled in price between Sunday and Monday. You think we didn't notice that? You're not fooling anyone.

I know Lagerfeld just passed away and perhaps you're trying to capitalize on that. Or perhaps it is related to the lawsuit Chanel has brought against you. Either way, price gouging is bad for your business and shows really bad faith on your part. Even if the items are in good condition, they are still pre-owned, second-hand and don't warrant charging premium price. So now, you will be stuck with more stock accumulating in your warehouse that won't move because you got greedy! I had intended to purchase THREE of those items on my list yesterday, and won't be buying now because of your price increase! So BRAVO! You've just lost a $3K sale! Idiots!

Fourth, and the second reason for one star, the reviews you've received from your employees on Glassdoor are absolutely appalling and horrendous! How can you talk about sustainability on the one hand and treat your employees so poorly on the other? I start to understand why there are quality and customer service issues and a high turnover in your company, along with a massive number of customer complaints. Additionally, the complaints about bad managers or management being out of touch and only looking out for themselves resonate. The decision to increase the Chanel prices is a perfect example of this and a reflection of a short-sighted and poor management decision! Equally disturbing are the allegations of theft of merchandise by some of your workers. For customers who consign high value items, this is alarming. What measures are you taking vis-à-vis loss prevention? How do you compensate a customer whose items were stolen? I have worked in retail, I am aware theft is an ongoing issue, but theft of the items we entrust you with to sell becomes OUR loss as well.

Resale and recycling are GREAT concepts and a great business model. But the people who work for you ARE your company, just throwing them a few crumbs in free lunches is not enough to make up for being underpaid and abused. Your bad, toxic managers and the HR that enables them are the problem. Management which mistreats your customers along with its employees will hurt your bottom line, damage the viability of your company and drive you out of business.

I attempted to purchase a Louis Vuitton Wallet, I placed the order and it was canceled by the next morning by the RealReal. I then called in and The RealReal said they were not able to sell me the product because my account was flagged! After 6 phone calls I was never told why. I finally asked for a Supervisor, the supervisor gave me a little more information but still didn't know why I couldn't purchase it. She said just try again. I did and it would not allow me on any card, My Amex Gold, Discover card or my Debit. They said that it was the cards not the RealReal... My Amex Gold has no limit and my Debit has $12,000 in my checking, it was not a bank/card issue. I then tried to use a different account to buy the wallet, that would not work either. My mother has used The RealReal for years and This was my FIRST time trying to buy from the company and I will NEVER use or recommend the company to anyone, Nor will My mother or best friend, you have defiantly lost 3 customers by the Unresponsiveness of your customer Service Reps. And the poor way this situation was handled. I just purchased a $2,000 couch a week ago from Ashley Furniture and there was NOT 1 issue and it was at my door the next week. I tried to purchase a $460 wallet and It took 8 full phone calls, 2 of which were to a supervisor who did nothing but tell me to "try again & I don't know" Im sorry that is NOT the answer. For a company who deals with LUXURY goods they sure do not treat their customers well. Maybe it was because I was not buying a $10,000 Birkin Bag or a $5,000 Chanel however I had planned on purchasing many items after this one and had over 20 in my obsession tab in the app. My last and FINAL call to the supervisor MiMi, was the last straw. She told me they could not hold a product so I could get a friend to buy the wallet for me, so I attempted to have a friend buy it that day and I was told they would not give me the $25 sign up credit because it was not my account... Which I cant use because they flagged it. Needless to say I was absolutely appalled and will never purchase from the RealReal, and will make sure that everyone knows what I went through for a wallet... On the bright side Louis Vuitton will be happy because I purchased it from their website moments after hanging up the phone from my 8th phone call. Thank you, Jarred Kallmann

Another update for this site, as a problem has recurred (for me)... General comments re this site (I only buy clothes, shoes & handbags): 1) Good inventory, 2) Truthful listing descriptions are the problem- consider 50-50 that the item's condition has been honestly provided. If "top designer", my experience is that damage, extreme signs of wear, etc, have been deliberately NOT LISTED so the item "appears" to be in acceptable state for wearing. 3) The saving grace for #2 is their phone cust. Service; most reps are courteous, and will work with you for a return, or issue with the item. Latest development (late 2018) is addition of telework for their reps, so perhaps this situation will improve the morale of their staff (previously encountered several very terse, "unhappy" reps). 4) Newest warning: Items out of Brisbane, CA location can be inappropriately packed- I just received a leather jacket (approx original retail $700+) that was absolutely SQUASHED into a box the size for SHOES, 13x10x3! And, delivery before that was a TOP DESIGNER trench coat (sz Sm, womens), PLUS a pair of TOP DESIGNER sandals, BOTH SQUASHED into their next-larger size box, 16x11x4! (Delivery of a trench coat (sz Med) last year was simply packed in a SMALL! Tyvex-type bag, not a box!) All this out of their CA warehouse; either management loves this manager for this dubious shipping "economy", or, The RealReal should be ALERTED... This kind of economy can possibly damage the items, but definitely IS CHEAP, clearly inappropriate for the particular high-$ item, and for PUBLIC RELATIONS! How can you continue to tout your "exclusivity" for high-end goods if you practice this kind of presentation and delivery? (BTW, all the items out of their NJ location are wonderfully and correctly, packed, in contrast - No complaints there) So, my conclusion: Take care with your selections, expect dissatisfaction with their listing descriptions, and perhaps, become acquainted with phoning their cust. Service for a remedy. (Their email service is possibly too slow; 2 days to respond)

I had the same issue as at least 1 previous consumer. I never make expensive purchases my first time on an online site, and bought a small Bottega Veneta bag to try out the RealReal. AFTER the company charged my credit card the following business day and NOT receiving any update on the order for over a week, I finally received the following e-mail after calling their customer service line TWICE:

Thank you for shopping The RealReal. Additional information is required before we can complete the processing of your order. We are requesting that you submit the following:
1) A photograph of your government issued identification card
2) The authorization code for this transaction from your bank OR
3) A screen shot of your most recent bank statement where this charge is displayed
No scanned copies will be accepted.
After we have confirmed this information, your order will be processed.
Thank you,
TheRealReal.com
*******893

They're basically asking me to give them ALL the key components for any hack to commit identity fraud: 1. A government issued ID not only has the associated unique identification number, but also includes my birthdate, home address, and photograph; 2. My bank account number as displayed on the statement, and 3. The credit card number associated with account. What makes this worse is the fact that their privacy policy is EXTREMELY vague when stating how this information, once provided by E-MAIL, is encrypted, stored or shared with third parties.

So much for protecting your customers. If the RealReal is sincerely invested in doing this and preventing fraudulent purchases, The RealReal would 1. NOT charge the credit card before verifying identity, and 2. Find a better way to do it! Have shopped at multiple stores providing online international purchasing services (I live in Canada) such as Neiman Marcus, Saks, Bergdorf Goodman, Yoogi's closet, Nordstrom, etc... and have NEVER been asked to provide this information for ID verification.

Back in 9/26/2017, I cosigned with TRR for the first time believing they'll be a trust-able site to send all my stuff (28 items including two of my wedding dresses). The RealReal process 21 of them and said will send the 7 items that they don't accept back to me in 4-6 weeks.

I waited, till mid November. The tracking number shows up on my account. I follow the tracking and find that the destination address was wrong. I immediately call the customer service and they told me that's there system issue which gives out wrong tracking number as the shipment is actually going back to their warehouse. He told me the items will be send back to me once it arrives to the warehouse.

I waited another two weeks (12/3), nothing happened. I called again, he said it was attempted to the address on the account but no one answer the door. Which I found suspicious since he's unable to provide me the tracking number for the shipment whatsoever. He said he'll remove the signature required and submit the return shipment request for me again.

In the beginning of January 2018, I send an email to the Client relation group regarding my disappointment on their service. She replied me saying the delays are due to the holiday season and she'll provide me a tracking in two days. A week passed, I never heard from her again. No tracking is provided or any emails explaining what happened.

I called the customer service again. The girl told me there's no request ever being made on my account. And she'll submit the request for me again. There's no phone at the warehouse that anyone can call to confirm if my stuff still there. No manager or anyone above her to talk to regarding my issue. Basically there's nothing I can do other than believing her saying 'I will submit a request for you'. There's no request number I can mark down and she wouldn't even provide me her last name.

WORST EXPERIENCE EVER! As how big this company seems like, they're so unorganized and irresponsible to their customers. Think twice before you consign or by anything from them since they might just take your stuff and never give it back to you.

If you read a review, read this one. I mention lots of consistent problems you will almost certainly encounter.

I keep getting my purchases with more problems than what are disclosed in the listing. I'm
Not exaggerating, probably 9 out of 10 items that I buy arrive within additional issues that The RealReal don't disclose and I have to return or ask them to resolve the issue. I'm not talking small issues here, that's why I decided to write a review after all these years. Items that are described as "Excellent. No visible signs of wear" are the biggest problem. I thought sticking to this condition assessment would help me avoid the nasty surprises but whoever is writing the descriptions or doing the assessment and using that phrase in the listing is the worst culprit for misleading information.

Clothing arrives with moth holes, hems ripped, lots of armpit stains, and then general staining. I'm
Not being petty here. You might have a garment of your own that has been stained in an obvious place and too embarrassing to wear until cleaned. I'm talking about that kind of staining.
I'm going to mention another shocking and consistent staining issue that I keep encountering; white fluid staining in the inside of skirts and the lower region of dresses. What else could this be? It's quite disgusting to be handling a garment for 5 minutes, checking it and admiring it, only to turn it inside-out to check, and discover you have been handling a garment that has these fluids on it. I wouldn't mention this if it didn't keep happening.

The kitted type fabrics, like jersey and Missoni fine knitted items are terrible, they almost always have holes about 98% of the time. I can't remember the last time I didn't find a hole. And they always have pulls. I'm not being petty here, the pulls are significant. I'm I'm pretty handy with the needle and a few mends don't scare me. These pills and holes are usually unrepairable and have to go back. Countless times I received skirts/dresses with holes in the hems because the seller had obviously ripped through the hem with heels but TRR always miss this or don't disclose. One of many types of holes.

The other issue I have noticed is that items that are returned are automatically relisted with the original listing and no adjustment to the description when the reason for return is due to a flaw. You can be on both ends of this problem. For example, I received something with a massive issue, returned it, and it is relisted with the same listing and no adjustment to the description. So someone else ends up buying it like I did.
People have worn them or simply received them with flaws that were not disclosed and returned them. They are then relisted like that. I had multiple experiences like this and won't buy relisted items.
In one (of many instances), I received a knitted Missoni dress with a 4x4 inch hole in the back of the skirt (how did they miss that?). I obviously returned it and was shocked to see it relisted. You'd think that it would be a loss for them to continue to ship out and process returns on the same item.
I have also been the victim (I'm a victim in both cases I suppose), of buying those relisted items. They always have a huge problem. So again, I wouldn't be mentioning this if it wasn't a consistent problem.

Quality standards are very low and customer service is sparse and pretty impolite. I'm not the only person to notice the little bit of unnecessary attitude customer service and managers have. You can read about it in the other reviews. What I will say is that it has been like this for years and consistently. It's a company culture thing. People hire people like themselves.

Another shocking thing that they do is stop responding after the return date has passed.
You can reach out well within the return window but once it closes you won't hear from them again and you could be mid-conversation and close to resolving the issue. It's quite disgusting. I wouldn't mention this if it wasn't consistent. You can even test it. For this reason, I always pay with PayPal because then you have control of over your money and you can resolve it via PayPal. You can do the same with your credit card company but it's more cumbersome.

It's just too difficult to shop from them and far too upsetting to deal with being treated with an attitude. It's disappointing enough to feel cheated and saddled with the burden of having to fix the problem they caused (Then sending you misdescribed merchandise and expecting you to use your time and money -meaning a subway fare, to get it back to them), only to be then met with attitude on the phone. Nobody likes to be treated any less than fair so altogether it's too much. Problems and poor treatment when you try to rectify.

I have been consigning with TRR for a couple of years.
If you do not catch the item when it is priced, before it is released, good luck! Pricing by the so called "experts" is horrible. I have to ask for virtually every item's pricing to be reviewed. Providing sku numbers for similar items sold, sometimes for a 3-4 times higher price! If you reconsign an item that you didn't use at all, stil with the TRR tag attached, The RealReal refuse to list the item at the price you purchased it for. When I asked for the item to be returned the tag was removed by TRR.

2. I consigned a Marni bracelet that was listed for $275.00. After a few month I asked TRR to return it. They did. 2 months later I decided I was not going to use it and sent it back to reconsign. During the 2 month the bracelet was in a pouch, never used. Imagine my surprise, when the Marni bracelet was rejected as "scratched, bent, discolored". I sent them a picture I took before I sen5 them the bracelet. There was not one scratch or any damage. 3 time ps the jewelry "expert" came back with the same claim. Simply unbelievable. So it went from an accepted item listed at $275 to a piece of junk, they refused to list. I do not know what makes the so called experts experts, because they are totally clueless. They have no idea about the value of certain items. What I see is, all skirts $60, all tops $50, etc. even if they are runway pieces that sold for hundreds of dollars.

Listing with the TRR is like having a second job. You have to follow up on every single item, they almost always leave out nwt, they listed items with the wrong color, wrong size.
I had a picture of an item showing the tag, they claimed there was no tag.

And the presentation, sending the item in a tiny black bag, looks like a garbage bag. They stuffed an evening jacket with feathers into it, I requested a return because they wanted to list it at less than half a price of what I paid to TRR. It came back all damaged because they stuffed it into the tiny plastic bag. No respect for cloth. After fighting for months they reimbursed me.

The 20% discount applied from the time the item is listed is sometimes applied other times not applied. How about trying to sell it first without a discount?

And last but not least the shipping charge of $11.95 each way is outrageous. I do not know of any other store charging such high shipping fee. I have a hard time believing a large co like TRR cannot negotiate a better price with one of the shipping companies.

1 star: Bad
Just now
BE CAREFUL WITH THE REAL REAL and their…
BE CAREFUL WITH THE REAL REAL and their team of LIARS.
I really wish that I can give 10 NEGATIVE starts.
On Friday November 20, I purchased a handbag, on Monday UPS tracking update said that the delivered had been made, i immediately called TRR because I didn't received the package. For my surprise TRR confirmed that The RealReal send the package to the wrong address and they called UPS right away to open "an investigation".
Next day Tuesday early in the morning I took the time to drive to the address where UPS made the delivered and the guy at the counter told me that UPS already picked up the package.
I called TRR again and they confirmed the information and the lady even said "the package was back in UPS hand the same night you called", she told me that UPS was just waiting for the correction of the address to proceed with delivery to my house).
She said that I suppose to received the package by Friday... Friday night arrived and not package... I called again and spoke with Carlos, after 10 minutes in hold because he was supposedly talking with the guy who is in charge of shipping and UPS department, they confirmed AGAIN that UPS had the package and was in schedule to be delivered Tuesday Dec 1.
Because obviously I didn't trusted TRR, on Saturday I stoped in a UPS store and asked them if they can track the package (because neither TRR or UPS have made any update about the tracking I their websites).
The gentleman at the UPS store very kind told me that the package was sitting in the UPS main office waiting for TRR to update the address where they should make the delivery.
MEANING THAT TRR WERE JUST LYING.
Tuesday 7:00 pm NOT PACKAGE! I called TRR... the first customer service hang off on me, the second who said his name was "Juan" just told me THEY DONT KNOW WHERE IS THE PACKAGE because they need to wait for the investigation to get clear and then they will make a decision.
In the meantime I have not handbag and THE REAL REAL still with my money and LYING.

By the way on May 30 I purchased a Louis Vuitton sunglasses, when I received I immediately realized that the glasses didn't have the stamps, well... it turned out that the previous owner use prescription lenses and the TRR "authentication department" didn't even noticed. Obviously I returned immediately.

First, let me say I am writing this to help all of you out there silently suffering from being grossly mistreated by this company. I truly want to help all of you that have been hurt by this company, as well as my daughter and myself, as this has been a really horrific, traumatizing experience, and I'll just give a tiny piece of what's happened. I don't want to publicly say too much, but know I am speaking 100 percent truth.

I bought from this company, since their inception, and gave them more money than I'd like to admit to myself. I was a terrific customer for certain, and although I don't expect anything from anyone, I surely would have thought this company treated people like humans, and did the right thing when it came to business. I had been pleased with my endless purchases, and I'm easygoing, I'm not a big, 'returner', and thought the CEO really must have it together, so when I thought of editing my massive closet, it was a no-brainer for me to use them. After all, this * made her millions off of all of us--it's simply a middle man selling our clothes. Little did I know they'd rob us without a gun-really. And then try to beat well me, anyways, and my daughter down, mentally. Little did I know what awaited me-when I finally caved and consigned with them. It's been an absolute nightmare. After six months, no resolution, just awful folks, I have come to realize I am not alone. Many of you have had serious issues with them, and The RealReal treat you horribly as well and I want to help. Tonight at a party, it was mentioned, and can you imagine-12 other people had consignor stories that were so disturbing to them-and this was one or two items for these folks. I had over 200! Many still unaccounted for, they don't care-and it starts with the CEO and we will go to court and litigate, my lawyers have been ready, I have not. Ok I'll briefly describe just a tiny bit

We lived in NYC and NJ our entire lives, when suddenly I found my life, my 22 year old son on my sofa Dec. 6,2016 dead. My-ex, the father of my kids and still very much family, so my daughter and well we decided we must move and be with him as we were shot. So in July'17 we moved to West Hollywood to be with him, and he passed away a week later. (John Heard-Home Alone Dad). We lost half our family that day in six months, and here my daughter and I were in a place we have always visited several times a year, but it wasn't home but it was and is our new home. So we were and still are to some extent aliens here, and we crashed hard and I decided it best for us to really sorta retreat into our grief and mourning-I gave it one year, for us to tend to our emotional health as hardest time of our lives. We have been isolating, and nesting and healing in our home, so this consigning stuff really was not my deal, I didn't want to, but reluctantly agreed.

* kept asking me to consign, as I have just a massive wardrobe of amazing designer clothes. I took months to decide, as I really didn't have the strength, or the need, but I finally in grieving came to feel that cleaning out some of my closet would be helpful mentally, and without me having to leave my home. The white-glove service, was set up in July '18, and I was told my clothes would not be sold until September, and we'd go over everything. Fast forward they sent this woman *, and an assistant, he was fine. But that day I had a tornado go through my house with this woman, taking well-over 200 items, extremely high-end, including so very many items of mine I had just bought! I kept saying no no, and when I'd turn to help her with something, she'd grab more clothes, and it was truly frenetic beyond words. My 23 year old daughter and I were in shock and trying to stop this erratic behavior to no avail. Anyways she suddenly grabbed a bunch of clothes and said leaving, I said wait--no signed contract, no list of items, I was told not to worry it was signed. She, spoke over me telling me I'm wrong it's signed. I knew I never did. Fast-forward, they sold clothes straight away-not waiting until September, and here I see all my new clothes I just bought for me-had sold! And with unsigned contract, without my permission, pieces I never ever approved, I had just purchased! For instance 2k Gucci boots I just got sold for $300. Moreover, the items I did approve, they so grossly undersold-there are no words to describe. Lost items galore -For over six months I have tried to reason starting with this *, she finally admitted I was right unsigned, and yep she took my new current pieces, she saw it was true, then she blocked me told me her manager would make adjustments. I went from one to another patiently for six whole months (my mom dying in between, Oct 12 and our doggie) all the way to the top, this company promised adjustments, and that I was only one this happened to -which is not true. They dropped me like a hot potato told me they look forward to speaking to my attorneys. This new guy from *, the new CFO, treated me so awfully, that I have lost countless nights sleep, and must start the long arduous litigation process, as again, it's over 200 items, and I don't have enough pages to tell you the unprofessional, and more importantly unkind, inhumane way they treated me. This has effected me in such a deep way, as again missing Dior Bags, Chanel Bags, but moreover, as my daughter said, "Mom I have never seen people disrespect people the way this company does". And that has hit hard and that is truth. They don't care about people whatsoever--I have suffered endless hours of actual tears and agony that people can truly be so so so cruel. I think being in mourning has left me very quiet and private which I always have been, but I never knew people could be so well, dishonest and again cruel I reiterate. They took the dress my son told me he loved right before he passed, I mean this has been seriously emotionally disturbing and there is comfort in knowing I am not alone as they lied and told me I was only person this ever happened to. But no, actually this has in fact happened to countless others maybe you! After four months of patience, I went to the CEO, she got straight back to me, I truly thought they would be professional at that time. Only to have it get so much worse, that it nearly cracked me. Yes, I have lawyers, I have met with them, they wanted to take it to the papers, truly, as it involved some delicate public interest people, but I'm still mourning, but I know full well every missing piece, every piece sold-for instance I bought a Gucci dress from them 3 weeks prior to consigning. I adored this dress-Tom Ford 2001 bought for approx. $600. They took that dress behind my back, sold for $75--same dress same company, tags still on! Now it's on firstdibs for $4500 as a collectors piece which I knew. Endless scenarios like this I have.

Without revealing all the horrific truths, this company not only robbed me, they accused me of being dishonest. Now that is so incorrect, and untrue, I have been entirely honest and asking next to nothing from the, just begging them for this paltry amount which they had agreed to straight away as they knew I asked so little! But see I told them I don't sue-so when they heard that they dismissed me, and treated me like a servant rather than a customer. They took the remains of my life that I loved and just trashed me, and then dropped me as if I'm some insane person. They knew of my heartaches never once said sorry for your loss, nothing. I have never, in my 57 years of being alive, been treated so poorly and illegally by a company.

One night I couldn't sleep so I googled this company. It was right after meeting with our wonderful attorneys, who are great guys really! I just hate all this, I pleaded with this company to give me peace for their mistakes to no avail. Well in googling, that's when I found countless others of you are going through same thing-they lied to me. Then, even tonight i met oh well over a dozen people at a party telling me same story with this site. Consign with them, they are getting away with this with no remorse very little retaliation. They truly are robbing folks. Selling 3k coats for 50 bucks. And tonight I was also made aware that they are also selling fakes! Which I do believe because i had one fake Chloe in my closet sold to me on ebay years ago-well * went to take it and I saw this happening and I exclaimed, "No no-that's ony fake I own-I must give that away-you can't sell that". Now I realize all the pieces of the puzzle are fitting together-this is their thing-J* is into quantity - sort of a retail "pump and dump'. She does volume and isn't screwing herself-we are all getting screwed and as they put it, "they look forward to speaking to our counsel". I realize now that the volume of complaints and wrongdoings is so massive, that they refer folks to our attorneys, in hopes we don't pay the 20K retainer to fight them. But I am this New Year, it is that bad, and I can't begin to list how bad.

If anyone else needs help, please get in touch with me, I want to help all of us that have been truly robbed and hurt by this company. It's really a personal, messed up thing they do-if you get it- you get it! I I believe in resolving issues. They took advantage of my kindness and hoping I was too frail but I am strong as an ox, I have seen what they are and if I'm stuck fighting, which they put me here not me, well I am a fighter and a survivor, and I have every text and email and phone call so here we go. Not my idea of fun but we must pick our battles and I choose this one for the inhumanity of it all.

Oh - And I know another unhappy Consignor-well I have her blouse! Can you imagine, I bought a $3500 Comme des Garcons current blouse sold-out at Barneys for $100 several months ago?! Of course now I really won't shop there, but I'd be a fool not to grab that up! I feel awful really for the consignor.

Oh and a little PS--Can you imagine I'm still getting emails from some new guy - saying, "Congratulations, Sharon, all your clothes sold! Consign more". None of this is true. The left arm doesn't know what the right arm is doing in this company! They want to keep us confused-I'm not! Happy New Year. Good Luck and I'm here if you need to vent or my help- I have a private instagram kikkibluesvancouver3

*Personal information redacted by admin

After doing previous in store consignments, speaking to my luxury manager about setting up an at home pick up for another batch of consignments. The items were picked up January 21,2021. Received a receipt for the pick up shortly after and heres where things took for a turn.

The two week window for processing passes, I still have not received any update about my items. I contact my luxury manager for an update, I get a reply of it should be in your account shortly. Another week passes, nothing. Speaking to the LM (luxury manager) about why am I not receiving updates, still the same response of it will update shortly and to reach out to consignor relations. Instead of taking the time to figure out what is happening, I get pushed to the side. I proceed and reached out to consignor relations about the problem and The RealReal tell me to contact my luxury manager. I then reach out to my LM once again.

While waiting for a response, I initiate a chat with customer service on the home page. After describing in full detail they uncovered that a NEW account has been created and attached to an email that I did not authorize for use. And that account in fact had the at home pick up consignment. I did not have access into that account since I did not create it and 3 weeks in, I still did not have an update on my items.

After reaching out to my LM about this second account, she states that it was an IT problem and she cannot fix that. Mentions she will forward this to her manager to get this resolved asap. After waiting a week, I get no response and I send a follow up. After sending this follow up, the response I get was as if my LM had no clue what I was talking about. Describing my extreme frustration while still being very professional about the situation, I receive an automated email from customer service a few days later that its all listed in my account. It was basically just forwarded to someone new who did not understand the situation,

I bypass everyone I spoke to previously, call consignor relations and started from square one. The person I spoke to completely understood the problem and immediately knew what the problem was and how to fix it. She stayed on the phone with me while she fixed the problem. I was informed that the two accounts could be merged into my primary account and the LM had the access to do so this entire time. Which was a 5 minute procedure.

My question is why did my luxury manager pawn me off and go on this insane run around while she had the ability to fix it on the spot. The problem was resolved by the helpful person I spoke to on the phone which only took about 20 minutes. She even mentioned that it shouldn't have taken this long, it was an easy fix that takes less than 5 minutes.

One problem fixed, the next one had to do with the items in that consignment batch that I was not able to monitor. I open the consignment through My Sales, and see that 90% of the items sold. I see the pricing and I'm lost for words. My brand new Louis Vuitton, Prada, Gucci items were extremely under valued. They were listed, discounted and sold and by the time it reaches me with everything factored in, its an infuriating amount. If I were able to monitor the process of my items and see their valuation, I would simply request them back.

After dealing with the first issue that took over a month to figure out that the it could have been resolved in a matter of minutes, I absolutely do not want to submit a price adjustment which will probably take another 30 days.

The amount of disgust for the treatment I received out weighs any deal that is advertised and I will no longer continue to conduct business nor support The Real Real going forward.

Luxury Manager - Katie Buckner

I ordered a vintage Fendi bag online. I finally received it last Friday, only to find that it was FAKE. The most irritating part, is that it wasn't even a good fake! Someone honestly must've bought this bag for $10 on Canal Street. I'd heard stories about people buying fake bags on TheRealReal, but the quality of this fake was SO BAD it blew my mind.
The Fendi logo was such a janky attempt, and every single embossed logo was different.
The vertical "FENDI" logos in the fake Zucca fabric weren't even legible.
The edges on the embossed logos were so rough and looked melted.
Half the hardware was polished, and the other half was weird satin finish.
The spacing on the embossed logos literally looked like: "F EN D i"
Stitching is shoddy and threads are uneven and sloppy
WHAT THE F? WHO IS AUTHENTICATING THESE?
I have ZERO experience in manufacturing and I think I could've done a better job designing a counterfeit Fendi bag.
I've tried contacting them via email twice over the past 5 days, and have gotten ZERO response. I've called their customer service line, and was promptly put on a 45 minute wait list, only to be disconnected at the end of the 45 minutes (Like many of these other reviewers). Now I'm convinced that theres no customer service hotline, and the long wait time is designed to deter people from trying to contact them via telephone.
However, I am BOMBARDED DAILY with TheRealReal ads and newsletters, which I have now unsubscribed from.
This is SO APPALLING - Give my money back you thieves. How does a publicly traded company get away with this level of scamming? You are peddling COUNTERFEIT GOODS. YOU SHOULD BE IN JAIL.
I really had high hopes for TRR but honestly, with this many fake bags being purchased and the low level of customer service, I don't see how The RealReal can ever be profitable. I'm reading all the other reviews on here, and I am so disgusted that they continue to do business and steal innocent people's money while strongly supporting the counterfeit industry. I will never buy a single thing from them again, and I will tell anyone else who will listen to do the same.

Where do I begin?

I was sold a pair of boots that were marketed as Louis Vuitton for $445. I sent an email a few days after receiving my purchase pointing out The RealReal were from La Canadienne (with pictures) and is accordance with the site's own pricing, shouldn't have cost me more than $200. I got an email saying someone would get back to me (no one ever did). Two months later, having given up hope of ever hearing from the customer helpline, I wrote to the store nearest to me. Although the assistant manager was much more helpful than their helpline, the best she could do was offer me a $100 site credit or give me a slip to return the boots. (I imagine if I returned them they would be put back up on the website under the same listing and someone else would have the same problems I had.)

I wasn't able to pursue this matter earlier because I was dealing with not getting a refund from ANOTHER order. Again, emailing, calling, and texting the helpline did nothing. They just told me to wait 5-7 business days for a response. After a month of this, I finally filed a claim with PayPal and got a partial refund. This matter still hasn't been resolved to my satisfaction because one item I ordered would only be accepted as a return if I allowed them to sell it as a consignment piece. Surprise! After I got my refund for the other items, they took the consignment item off my account, deeply discounted it, and sold it without crediting me anything. I can't even re-open my claim with PayPal because I already received a partial refund.

It seems like no one on their customer helpline speaks fluent English or is even located in one of their stores or warehouses (which isn't the fault of the representatives I spoke to). I feel like they're limited by the company to only be able to send return tickets (which cost $12) or deflect complaints in hopes that customers get tired of trying.

There may be genuine articles on the site (which was sued by Chanel for selling counterfeit products), but unless you get lucky enough to have a smooth transaction, you'll get ripped off by their terrible return policy and customer service.

If you have the opportunity to do business at an actual store I would highly recommend this avenue. There's nothing like personalized face-to-face customer service, which The Real Real definitely excels at. Buying and returning at the store has always been smooth, quick and efficient. It helps to prepare your return online before going in. Behind the scenes seems to be a completely different story. Consigning has been a headache that hasn't really been worth it. I've had to micr-manage each item on a regular basis to make sure The RealReal get it right on their end. I decided I didn't want a light Gucci bomber jacket I bought from them in Dec 2020 for $740 so I took it back and being past the return date I consigned it in May 2021. I'm glad I watched their website to see what they would price it as because the customer has no say. Within 5 short months they made the decision to sell my jacket for a whopping $116. Yup I would have made a measly $56 commission from my $740 purchase 5 months previously. When I inquired they weren't even phased at the huge price difference and cited seasonal demand (it's a light jacket and more summer than winter anyway) and an algorithym the company uses. I told them I would rather keep my jacket thank you very much. This made me not want to consign with them. I don't want to micro-manage items I'm trying to get rid of. Another time I bought a wind breaker from them and shortly afterward decided it wasn't my style. Again being past the return date I attempted to consign it and was denied consigning due to the fact that they "don't carry that designer." Really? But I bought the jacket from you... They didn't respond. It's like they don't care what you say or think, and expect you to accept whatever they say. Which reminds me of an odd response I had from a sales rep inside the store. I asked her what a Gucci "web accent" design was. She responded, "I already told you what that was before," instead of refreshing my memory. I never did find out what it was. What kind of customer service is that? A separate occasion, which supports my shopping in person theory. I returned a pair of shoes I ordered as the website said they were size 8 but when I received them they were actually size 8. It had been a while and I still hadn't received a credit for my return so when I called to inquire, the sales clerk gave me a hard time because I did not take a picture of the shoe showing proof that the shoe showed it was a size 8 and not size 9. I've never had any store even suggest I take a picture of a return regardless of even demand I take a picture. Besides, they received the shoe back, and could see for themselves, why would I need to take a picture?

If you are planning to consign with this company beware. First of all, The RealReal will not tell you the true value of the item so you must make sure to research before you let them have anything of real value (hermes be very careful with). They then price it and often won't tell you what it is priced at, even though they promised me they would. I had to have 5 items at various times pulled because when I saw what they were priced at it was well below the actual resale value (one was a kelly bag that was priced 1k lower than the actually selling price). I feel they review the items and purchase the items internally or perhaps even resell certain items to other vendors because I have seen products on other sites being sold right after they sold (even before listed for 1 min) on the realreal. Also, items that are just lost and you have to track everything or you will for sure be missing items provided to the company. Another issue is yes, the coupons. It seems funny that certain times it will take a very long time for your product to be listed and then they list it on the coupon day and it is sold again within 1 min of being online. Almost seems like internal contacts hold items they want to purchase or tell their friends. I mean why would the list a chanel bag that was never listed before on the same day as a coupon event? Comm rates are also an issue. They will try to pay you at a lower level even if you agreed to something higher. For example on chanel bags, hermes or desires items you can request a higher percent. The items bring in clients and are such a high sales point that it is easy money for them so even if they get 20% it is worth it top make 2K from a birkin for the same amount of work for 40% of a chloe bag where they might get a few hundreds dollars from. When you request the information it is impossible to get the correct answers and it is always very hard to track what you are paid on and what was returned. I worry about older people who have vintage items that are worth a lot of money and this company telling them they are worth much less then selling them internally. Again, I do not know this, but I do know they look at all the items before and people internally request certain items. You can really get scammed if you don't know the value of the items. Would not trust anything of true value with this company. I have made the mistake.

I tried to make a small purchase today to give these guys a try. I have purchased from Fashionphile and Yoogi's Closet before and have been exceptionally happy. I decided that since The Real Real also finances through Affirm, that I would give them a try with a smaller purchase- less than $250. I input all of my information, and then went to check out with Affirm. Affirm approved my loan, and said I was set. The Affirm site directed me back to The Real Real site to complete my purchase. Apparently, during the Affirm processing, my cart with the Real Real timed out. This meant that I was stuck with an empty shopping cart, no item, and a loan for about $245. When I called The Real Real customer service line, I waited on hold for 20 minutes. When I finally was able to speak with a representative, Jacinda told me that this happens frequently, and that I would have to call Affirm and tell them that the sale never went through. When I told Jacinda that I thought this was a lousy idea (what proof did I have for Affirm that The Real Real never processed my sale?), she told me that was all I could do, other than call Affirm myself and initiate a 3 way call to try and discuss this. I became angry at this point, and asked for Affirm's number. I hung up, dialed Affirm, and you guessed it, the representative's first question was "Did the representative send you any documentation to prove the sale didn't go through?" When I explained what happened, the rep from Affirm was shocked at the lack of initiative demonstrated by The Real Real representative. The Affirm rep offered to initiate the 3 way call, and we were on hold for 15 more minutes. Finally, we were connected with Leandra at The Real Real, and she confirmed that the purchase had never been processed. I now have to wait 48 hours before I receive confirmation from Affirm, and this matter has been closed. Here's what I think about The Real Real: between its non-existant return policy, the fact that it charges crazy shipping charges ($12.00 on a small LV agenda!), the fact that it charges sales tax, the fact that the hold times range from 15-20 minutes, and the fact that The RealReal haven't adjusted their shopping cart time to accommodate their financing partner, I have to say, go ANYWHERE else but here! You're better off using Yoogi's Closet, Fashionphile, or even taking your chances on Ebay!

I'm fairly new to TRR, having used it for the past few months or so and have spent about $650. Being in Canada it sucks that the shipping is $38 and we get duties and customs on top of that but to be honest my past purchases were all worth that. I have found some amazing pieces I would not have found anywhere else and for the most part had been happy with my purchases. That is until the last one I did. I bought 3 items, 2 tops and a Equipment Silk tunic dress. When I got them I was very happy as The RealReal all fit. However, the next day when I was going to wear the Equipment dress I noticed a large stain on the back that looked like it had been caused by oil or something similar. I immediately went and checked the listing on the website and sure enough I noticed the stain. Ive never had issues with clothes coming damaged before and TRR swears by their rigerous authentication process before selling any item. So, I trusted them and to be honest don't think I even looked at the picture of the dress from the back before buying. The dress is silk so very limited for options to get it out and I was obviously disappointed and angry. I reached out to TRR and explained what was going on and even sent them screenshots of the dress from their website listing that clearly showed the stain. The dress had been labeled as pristine condition with no signs of wear btw. I didn't ask for anything just explained the situation and waited to hear back but my hope was that at the very least they would credit my account for the cost of the dress. When I heard back them I was told that the dress was listed as final sale and the best they could do was offer me $12.00! I was actually shocked. The dress may have been final sale but it was also listed as pristine condition which was a lie. I told them as politely as I could that I would not accept 12$ for something that was clearly only the fault of TRR and it obviously had not been checked over at all before being posted. So I have now lost all trust and respect for this company, I would have been a lifelong customer but I refuse to support a business who operates this way. They would have made way more off me if they had just accepted responsibility and offered to make things right. I don't understand companies who choose this route especially when it was so clearly a mistake on their end only. If this is the way they are going to operate I don't see them lasting long term because people who spend hard earned money don't want to get ripped off without any options to fix the situation. I will also say the site is wayyyy off for pricing, they charge crazy high amounts for items that can have stains, visible signs of wear ect and the base prices they put on items are often times a lie and way higher then the actual price. For example, I came across a basic Michael Kors tote bag, they had the initial price at over $1400! I looked it up on the MK website and the bag was going for under $400 brand new, there bag was used. So definitely check into things before you buy and just be prepared that even if an item is listed as pristine condition that don't mean jack.

I'm tired of not having my issues resolved with your customer service dept. I have consigned thousands of dollars with of merchandise and anytime I reach out to customer service with an issue with a purchase The RealReal never read my email fully. They don't address my needs or concerns. This latest instance all I needed was a shipping label and invoice so I could mail something back since the systems didn't generate one, it said "oops, something went wrong with the site". It did generate an RMA number so I included that in my request and it's been 4 days and I still don't have it. Evidently YOUR system changes my email on customer service requests to *******@me.com, instead of *******@mac.com. It's all done on the same computer and the representatives don't get it that that's the same thing. I place orders and my email reads as *******@mac.com on the shipping invoice, I get requests for items to consign from Jen Moss to my Mac.com address and receive your daily obsession emails to Mac.com and I can't understand why my email is automatically changed when corresponding with your customer service dept. it's beyond frustrating as I go thru this every time. There been instances where I've been charged 2 shipping fees even though I sent it back in one box and it's such a headache I've stopped asking to be recredited a shipping charge. This latest instance Roberto didn't see my explanation or chose not to do anything and turned me over to someone else who sent me an email saying my return was already on its way back to the company. Oh my word, PLEASE read the email thread. She had looked up the wrong RMA number. I haven't sent back the item I wanted to return so I'm not sure how she thought she could provide me with that I formation. It's exhausting. 4 days and I still don't have what it need. I'm just going to write the RMA number on my original invoice and ship it back myself and hopefully the person opening the box with see it. Please have someone reach out to me and explain why my email gets changed when dealing with customer service, no other dept.