The Real Real Reviews

Undervalued my items that were in excellent condition. They don’t answer e-mails, the worst customer service ever!

Besides that, I found that 2 items( h stern jewelry and a LV bag) that they undervalued and sold very quickly are now on the site w/ a much higher value, weird….

Worst experience ever

After hearing from a friend how successful her consignment experience was, I submitted multiple items for consignment two days before Thanksgiving. A rep came to pick them up and assured me they would take 2 to 3 weeks max to be live on the site.

To date several still haven't made it to the site at all and they appear to be missing. I tried to email the 'concierge' who came to pick up the items - Nina Korn - but no response whatsoever. I notified them by txt and also in a phone call to customer service and was given a reference number and that I would hear back. When was not disclosed!

Now the worst part: among them was an unused new shawl by Hermes for quick high end resale and when it was finally listed (that took nearly a month), it was marked down nearly 50%! I asked The Real Real to return it. They said it would take 30 days to get from New Jersey to NYC. At my insistence I told them to expedite the shipment.

A tracking number was created and UPS delivered it BUT when the box arrived, out came two pairs of old Gucci shoes instead of what was supposed to be my returned Hermes shawl! Now no one can update me as to what happened and where it happened. Was it in a warehouse or did Nina Korn decide she liked it?!

When txting, the same bot has been giving me canned messages how bad I must feel. Shocking! I submitted a police report and an insurance claim. Meanwhile, this has taken me at least an hour a day to work on. Some items have sold for pennies on the dollar and I hope to see those funds in my account at some point in time. Bottom line: DO NOT CONSIGN WITH THEM!

Hello, I was the victim of their scam and took them to NY State Supreme Court. Case pending. I am confident I will prevail. Over 200k worth of items sold WITHOUT A SIGNED CONSIGNMENT AGREEMENT: I just wanted price quotes before moving forward or not, lost, returned damaged. I was always unable to log into the account they set up for me.

We are seeking other victims to start a class action lawsuit. We are 7 so far. We need to be at least 25 to start a class action lawsuit.

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.

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!

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.

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.

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.

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.

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!

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

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.

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.

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.

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.

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.

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 .

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.

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.

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