The Real Real Reviews

The Real Real
( 28 reviews )

The Real Real is a company that describes itself as an authenticated luxury consignment store where customers can purchase clothing, jewelry, and art at up to 90% off retail prices.  

How Does The Real Real Work?

Customers who wish to sell their items through this website can do so by requesting a FedEx Shipping Kit through their website, or take part in their "White Glove" pick up service which is available in 16 different cities.

All items sold through this website must go through an authentication process, where it will be inspected by an in house team of experts that includes gemologists, horologists, art appraisers and luxury experts.

Customers who shop at this website can choose to search for a specific item in their inventory, or search by a brand name, or through a certain category of clothing, accessory, or artwork.  

Cost/Price Plans

Customers who consign through The Real Real will earn 60% of the sale price of their item to begin with, and after they reach more than $7,500 in annual sales they will move up to 70% earnings per sale. 

Because this website completes an exhaustive authentication evaluation of their products before they are sold, these items will still cost hundreds or thousands of dollars depending on what you purchase. 

The Real Real Returns Policy

All apparel items can be returned with a Return Merchandise Authorization number that must be requested online within 14 days of the shipment date, and the items must be physically returned within 21 days of the shipment date. 

All other item returns will be subject to additional regulations and processes explained on their website at theRealReal.com/returns.

Customer Service Contact Info

Customers who would like to contact their Customer Service team with any questions, concerns, or complaints can do so by phone at 855-435-5893, by email at [email protected], or by submitting them directly to their website.

Reputation

Generally speaking this company seems to receive mixed reviews, with many customers upset that the company has complete control over the sale price which means that sellers often don't get the return on their sale they wish to receive.

Competitors and Alternatives?

There are other companies that offer to purchase and resell quality clothing online, including ThredUp.com, Tradesy.com, and more. 

If you have any experience with The Real Real or their products, please leave your reviews below.

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The Real Real Customer Reviews

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Missing Item Really RealReal?
September 26, 2022

Wish I had never sent an expensive item into the RealReal for consignment. The item supposedly went missing. It was a vintage expensive item that was never out of the original box.

IMHO it was employee theft. I have read numerous other reviews of so called "Missing Consignment Items." Go with another company is my advice. Beware.

Further The RealReal never followed-up with me when they closed the case, no email, no phone call, no customer service.

Customer Service at the RealReal is poor. They need to check out Nordstroms who once offered to take back a shirt that I bought elsewhere and give me a $150 credit. I declined Nordstroms generous offer, but they indeed have the right attitude when it comes to Sales and Service.

The Real Real a a hard road in front of them!
September 10, 2022

Stopped selling at TRR since summer 2022, period.

Undervalued my Designer luxury items in like new condition, some w/tags! Deep discounted & mismanaged all my consignment items.

Just received a couple of items that they have been in search of for months! Really?

Would I EVER consign w/them again? The response is a HARD RED LINE No!

As a buyer I hesitate to purchase anything unless it is deeply discounted!

Caveat emptor! I have received wrong items, sizes not as described, clothing that smells horrible or is in complete disrepair! Once I received a rug that was not what I purchased!

And let’s talk about UPS Intercept shipping where UPS will hand off your purchase to USPS where undoubtedly the item will go into mail hell never to be seen or heard from again! And by the way TRR won’t credit your purchase because UPS claims it to be delivered!

Operationally TRR has a lot of work to do to recover their reputation.

The CEO has stepped down as well she should have, she drove the company into the ground just as she did her previous company. Too bad because it was a fabulous company & concept at the beginning!

Consignment
September 3, 2022

For all consigners with The Real Real: please think twice if you care about your preloved items. My previous experience with them was not good. They sold my items 50% off without my consent. I didn’t realize it until I saw my much smaller payment one month later.

Recently I decided to give them a second chance when their account manager Cristin Hisey reached out. She promised me that it won’t happen again with my Hermes bag. On the very next day she came to my apartment to pick up the bag. Two weeks later, my bag was still in process in the warehouse and Cristin became irresponsive.

I sent the requirement to their general customer service and started the bag return. They promised me that I would get my bag back in 12-15 days, which is a lie. One week later I sold my bag myself, but the deal fell apart because I couldn’t get my bag back till 3 weeks later.

When I received the package, my bag was a bit deformed because they removed the bubbles that supposed to be in the bag and the angle was wrong. I also sent them the original receipt because I think it can boost for higher value. However, the receipt was gone.

I reached out to Cristin Hisey again because she agreed to the idea that original receipt would help their expert value the bag better. No response again. Then I used general customer service line, and they told me the internal team will email me 7-10 days later. I will never trust them again. Horrible company.

BarbaraHenner September 06, 2022

I also am having a terrible time with TRR. They lost 2 of my items and think that $75 is a fair compensation! Never again!!!!

Do Not Consign With The Real Real!
July 18, 2022

If you are buying, it's a great site. They offer 20%-40% discounts right up front.

If you are selling, BEWARE!!! You will be paid pennies on the dollar you have spent for your clothing, bags and shoes. You might make back 10-15% of what you originally paid for your items. This site is convenient, yes. But they are crooks - they price items at unbelievable prices and give you a minimal amount back.

Where is my AU$4934.59 refund?
July 6, 2022

I returned a Bracelet 14K 3.24ctw Diamond Tennis Bracelet Price: A$4,934.59 to The RealReal, received by them mid April 2022.

After many emails with their customer service I have not received my refund. They have the bracelet and my money.

They are not behaving like a reputable company. Don’t trust them particularly if you live outside USA.

Authentic junk - sometimes
June 20, 2022

I am very unhappy. TRR had wasted a lot of my time on this one. I just bought a small bucket bag and, when it arrived, I discovered it has that sticky lining issue. It can't be fixed and makes it a junk bag.

The description stated it was "pilling" which I thought meant peeling. Peeling is a far cry from sticky. Sticky comes off on whatever it touches and makes the bag unusable. TRR experts know this and it should have been clearly stated in the description; the price should have been lower.

Never paid me for my Burberry sales
May 21, 2022

This is the absolute worst customer service I have ever seen! I received an email saying my sales would be paid to me via direct deposit on 5/15. It was not.

On 5/17 I did Thor recommend “ text for help” useless- a representative who identified himself as Nicholas said “ check you account”…. Seriously? I did- because there has been no deposit- I chose to contact and find out why- he didn’t know and said he’d get someone to help me.

As of Friday the 20th- no one has contacted me and I’m still not paid. I called the phone number a lady answered after a 10 minute hold- I started by giving her my name and said I really need help finding out where where my payment is. She hung up on me. I called back and get a recording to send a text message.

Unbelievable! Will NEVER SELL-WITH THESE THIEVES AGAIN!!! People beware!!! Calling a lawyer next!

Shop elsewhere you wont be sorry
April 22, 2022

Spend your hard earned money with an online retailer who values their customers money and time. It isn't this company. If you're unsure, read the other reviews. Mine is just one of many

Selling with the Real Real
February 10, 2022

As a seller, the service is sub par. My rep told me 5 minutes before our meeting that she wasn't going to be coming. Her boss ended up having to cover for her, which worked out ok.

However, I was also told that once the items were processed, I'd have a chance to review and nothing would go live without me approving it first. Not true. There is no stop point to allow you to review the items. They expect you to just constantly be looking at your account to catch the items they've processed.

If you want it back, you have to reach out to your rep (who is unresponsive and hard to get a hold of) to ask them to manually remove the items for you and ship them back. That's IF you happen to catch the items before they go live and get sold. Which happens without any notification. Again you're just supposed to somehow be constantly monitoring your account.

Finally, their commission structure is a bit deceiving. My sales page says in large font that I have 55% commission. What it doesn't make clear is that that is ONLY if the item is priced over $196. Below that, your commission is less - between 30-50%. So then what ends up happening is most of your items get priced with a cap of $195.

I gave 2 stars because I do think they do a lot of work in processing items, and because of their wide audience, things that get listed seem to get sold pretty quickly (which actually may be a negative if you had any doubts or decided you want some items back - they'll probably be sold before you get the chance to check on your account). I just wish their process and service were better and clearer so that the sellers are made to actually feel valued.

Lost 40 plus items of mine.
February 6, 2022

I had a representative come to my home where I gave her 70 plus items. She bagged them nicely and left with a smile. I never received a list while she was leaving but felt I could trust TRR to be a quality business.

Many items were designer and many also from my parents who had passed from cancer. It was hard to give them away but felt it would be best to have someone enjoy them.

This was in Oct. 2021. A few items sold ( which actually arrived to TRR) online in early Dec. 2021 but nothing else appeared on line. I kept checking and nothing. I reached out in Mid Jan. 2022 to my representative and did not hear back from her.

I sent email again and finally another representative said that rep was gone. I asked where are all my things? I was told to wait 7-10 days and TRR would follow up. This never happened and I called TRR contact line which basically had me text. I texted VIP to a number and I said I wanted to talk on phone.

Well come to find out they lost all my things other than a few items that were posted in Dec 2021 and now after all my digging they want to settle with me. THEY LOST MY THINGS and were not making me aware of it.

NEVER use this company due to poor policies to keep your items safe and to be fair. I am so upset that they weren’t even going to contact me. I noted that several items popped up online all the same day 1/31/2022 , no picture, no price and next to it they all said sold. That was their way to handle the lost items.

That is really what began my questioning what is this? They just guessed a price and I guess will pay me a small commission…this company is horrible with terrible handling protocol for items that you actually still love but don’t need. They don’t care about you or if you have issues.

ANGELA CLARK April 22, 2022

I am hoping many will read this and move on to another company I will

Broken watch
February 5, 2022

I have to say that my first RealReal experience has been very disappointing. I purchased an Ebel watch that was supposedly in good condition and also evaluated by a horologist and that it met time keeping standards.

Upon receiving the watch I immediately knew something was wrong. It was not keeping time. Took into an Ebel certified watchmaker, they changed the battery, and it still did not work.

I can't return it because the product was "final sale" and it is VERY difficult find a customer service phone # or email and I am left sending a Facebook message.

The watchmaker is now fixing the watch which is going to cost me another $400. I would NOT recommend the RealReal to anyone. It is unreliable and it is hard to imagine that all products are actually evaluated and authenticated thoroughly and by a qualified professional.

ANGELA CLARK April 22, 2022

My review stated their items for sale are not accurately described and this just reiterates my point. I think we should start a therapy group for this company

I bought a watch full-price, then
November 25, 2021

I bought a watch at full price. When I went back to the item to send my friend a link, it showed that it was 20% off. The same just happened with a pair of boots. I paid full price. When I went back and looked, they changed it to 20% off.

When I called and asked for the 20% discount, they refused. They offered me a $100 store credit! We're talking about $500 here! Only recourse is to return the items, wait until they are re-listed and hope that I find them before someone else does.

Why do have to return them, try to buy them again, and pay for more shipping? Why is someone else entitled to the 20% discount if I return them, but I'm not? I don't understand, and now I think something fishy is going on. Not only bad business practices, poor CS, but price-switching and as far as I can tell, false advertising.

No customer service & untrustworthy
October 30, 2021
Terrible customer service, actually really non-existent. The RealReal lost three coats I consigned. When I asked what happened all I got was the run around. I received promises of an investigation but nothing ever happened.

PjLaBreck February 06, 2022

They lost several of my items, sorry this happened to you. I just found out the same happened to my belongings…just that they never arrived after representative picked them up at my home. That rep is no longer with TRR? Hmmmm...

Get my things back !
October 14, 2021
Had one of their agents come over and consign things she thought would sell. When I was not looking she stole 2 watches and numerous other things. She took them to sell without my OKAY. Have been trying to get my things back, they do not return calls or even attempt to return my things ! I feel like this was a robbery ! Customer service does not exist, This was such a bad experience ! To top it off no credit incentive, when promised was given .

Doesn't list damage refuses return. Horrible Company.
July 26, 2021

Bought a used Louis Vuitton purse for my daughter for $720.00. It arrived in a felt bag. When our daughter removed it from the bag she discovered a three inch razor slash on the side of the purse that was not mentioned in the description. The total description “Good condition - minor tarnishing - a few scuffs.” Their customer service responded to our complaint, all sales are final.

This company knowingly defrauds consumers. Buy new or buy where you can inspect with your own eyes whatever you do DON'T buy anything from this terrible company.

Hills November 25, 2021

I agree. Not only do they price-switch, they returned three items to me that were perfect when I sent them in, but was told they were missing stones or embellishments.

I also purchased a Burberry scarf from them. After about a year or so, I consigned it. They told me there was an issue of authenticity!

They did pay me full commission, so something was going on on their end.

Damaged products and no quality control checks.
April 13, 2021

Have ordered from similar companies and never had a problem. First, quality control is non-existent. I ordered a size 16 wide legged pant that was 'as-is, with normal wear and tear'. I received a size 22 pair of pants with permanent glue stains. Second, customer service.

It took several emails and a long phone conversation for them to admit that the size was way off and that the item was damaged. Via email they kept saying 'non-refundable' even though it was the wrong product. They were proud of themselves for offering to waive return shipping fees. Really?

I will continue to order from other, reputable online companies but highly recommend avoiding therealreal. Also, I still have received a refund.

INSIDIOUS SCAM
February 4, 2021

BEWARE! this company is the biggest scam I've ever run into. They will send you a Fit Bit Wrist Band for free then when you don't "check a little box" on a return slip in the box, they begin charging your bank account every month, under the name: REALDEAL.

You do not receive any service or product for this monthly charge, and when you confront the company, they tell you it was for a "Membership".

-Michelle Armstrong

Family Heirloom sent across the country and back and then lost in warehouse
January 12, 2021

We took a 1930's Patek Philippe watch to the Dallas Real Real location. The service there was excellent; they thoroughly inspected the watch, and we signed an agreement to consign it.

They said they would have to send the watch to their San Francisco location to have it officially authenticated by their horologist (we thought that was what they were doing in Dallas). This was in early October. They said that the watch would be put online within one month, which was great because it would be for sale during the holidays. We kept checking our consignor account online to see the progress.

One month later, it still said "being verified." Long story short, for the next several months we ended up spending multiple hours on the phone with the Real Real, often holding for very long periods or leaving messages with no returned calls, just trying to figure out where the heck our watch was. We were eventually told it had been shipped to NJ and was awaiting processing. Several time we were told, "no worries, we'll expedite it."

Weeks went by--nothing. We called back (again after several attempts to get ahold of somebody in customer service, even leaving messages for the rep for our region). It turns out that the watch was lost somewhere in their NJ warehouse!!! Finally, after more phone calls, someone found it, and we asked them to return it immediately, which they did.

This was in late December. So we missed selling it during the Christmas season. What an absolute waste of time! We can't believe how complicated the process was--start in Dallas, shipped to San Francisco, then shipped to NJ and then back to Dallas. What on earth?!

They did give us a $250 credit to use on their website as a "sorry we messed up." Still not worth it. DO NOT SEND ANYTHING VALUABLE TO THE REAL REAL!!!

fake ferragamos
November 7, 2020
tried to bring them to the REAL Ferragamo store in Riverside Square, and they were not amused. Good thing I only paid $150 for these knock-offs. Unreal. This is the half-ebay janky craigslist, masquerading as a legit outfit.

If i could leave a 0 star for the real real, i would.
August 17, 2020

TRR has lost two of my 4500 USD worth bags. So I start doing research on the company and found out that many other people had similar experiences of losing items after they sent it to the real real.

This is my experience:

I have sent three bags to TRR but only one LV bag was listed, so I called customer service and they assured me that the other two are in the process of listed, it just takes time. So I waited and waited.

Then after almost two months, I called and emailed again. Told me they only received one bag and they claimed that they never saw the other two bags which I clearly put in the package. One of them is a Hermes kelly vintage that I purchased on TRR, the other one is Givenchy, together it worths 4500 USD. I guess it's their words again mine now. Even though I sent them pictures of the bags. They can still deny they didn't receive them. As it turned out your investigation team did... so they said after checking video footage, they didn't see the other two bags, even though they told me on phone the weight of the package is 8 pounds, how can a LV denim bag weights 8 pounds?

And I serious don’t think UPS pick up would know what’s inside or take two bags out of the well sealed package, the only thing I can suspect is your consignment receiving process. I don’t think TRR as huge company would do something like this but do you have policies and procedures to prevent your staff to do so? And if you do find out it’s an internal issue, are you able to be transparent or for the sake of the company’s reputation, just blame UPS or customer? Either way it’s unsettling and unethical.

As doing more research, I found more disturbing experiences posted by others on instagram and trustpilot reviews:

Check the 1 star reviews, you would see other people's terrible experiences of losing consignments.