The Real Real Reviews

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

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!!!

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.

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.

I bought 2 dresses from the real real and it was in excellent condition.i was really satisfied.

I consigned 4 pieces of fine jewelry at the Manhattan midtown location. What started as a very pleasant experience quickly went downhill. The appraisal value was far far less than the original price paid (less than half for two nearly new Tiffany pieces valued at over $15,000.00). Still, I was anxious to unload them so went ahead with the consignment. The two said Tiffany pieces showed “sold” even before I saw them on the site. Then, shortly thereafter, they both showed “returned,” thus voiding my commission. Finally, they both showed “sold” a few weeks later, before June 15th. In July, I still had no check, so tried to call the contact (Danielle) I had in consignee relations. The phone was no longer in service, and the email bounced. I was left no alternative but to submit a complaint to the online general service department. I was emailed by Ashlee that the reason I didn’t receive a check was because they had no address on file for me— an absurd excuse as I filled out copious paperwork when I surrendered my items for sale. I replied to the email with said address and waited. As of yesterday, I still had no communication nor any check. I spent an hour on the phone, finally demanding to speak to a manager with some authority to tell m what was going on. Caitlin finally admitted the ball had been dropped several times, starting with the failure of anyone to contact me for the supposed missing address, and the issue with Ashlee never supposedly receiving my reply. I requested the return of my other items, have now been sent a direct deposit for the smaller of the two items, but not the largest one (awaiting a not-insignificant't payment of over $4000.00). If I had read a review such as this, I would have never consigned with them. Service is abysmal.

I bought a very large purchase of many items. Quite a few items were stained and a many others were not as described. I returned the items I could in the allowed time and consigned back the ones I couldn't return (because they were discounted). I returned them all in one box as they were all going to the same address. All the items had been RMA processed online and had the correct paperwork enclosed. Anyone one would assume this would be fine. Even the customer service women I spoke to after told me it happens all of the time. But they just decided to take all of my items and consign them because I apparently put the consignment label on the box, instead of the return label (even though they go to the exact same address). So, because of the outside shipping label, they couldn't process my return and I was out hundreds of dollars. Sounds like a scam to me. Absolutely ridiculous! Do not buy from them. Shame on them for treating their customers like this!

STAY AWAY FROM CONSIGNING WITH THIS COMPANY. THEY LOST AN EXPENSIVE PAIR OF PRADA SUNGLASSES I SENT FOR THEM TO SALE. SENT ME AN EMAIL STATING THEY DIDNT MEET THEIR CRITERIA. THEY SENT BACK TO THE WRONG ADDRESS AND I HAVE BEEN REQUESTING THEM BACK SINCE MAY OF 2017. THEY HAVE NOTHING BUT EXCUSES. DO NOT WASTE YOUR TIME OR MONEY. READ THEIR REVIEWS THEY SPEAK FOR THEMSELVES.

It shows that my package (a pair of DSquare 2 sneakers) was delivered on 11/28 but I was overseas from 11/22 till 12/11. Upon my return, I checked with everyone in my townhouse and no one actually saw any package from RealReal for me.

As such, I sent them an e-mail informing them of the non-delivery. However, there was no response from them until about 3 days later. The person who replied me was Bridgett and advised me that she would check with FedEx. By the way, I ordered many products from them amounting to more than $3K but this is the 1st time I did not receive my package.

I kept following up with Bridgett but all I received was her was the same EXCUSE. She then sent me another e-mail on 12/21 as follows:

-- QUOTE --

Dear C,

We have completed the FedEx claim, unfortunately the driver cannot recall this delivery due to the time-frame. Since this is complete we have launched an internal investigation for a lost/stolen delivery and will contact you with an update once this is complete. This process can take a few business days not including holidays.

Kind Regards,

Bridgett W

-- UNQUOTE --

Today is 1/6/2018, NO RESPONSE WHATSOEVER from her despite I complained to her that I would post bad reviews on all sites that I could possibly find.

After this incident, I will NOT ORDER anything else from this IRRESPONSIBLE company. VERY UNPROFESSIONAL. All they want is just money. Also, some of the items that I received are not exactly as clean/new as the images posted on their site.

If you want to take the risk, by all means but do not regret because they will make you exhaust all your time and efforts but still NO positive response from them.

This is a company that everyone should avoid ordering goods from unless you do not mind going through all the hassle if you receive something that does not look like the images or do not receive your package(s). There are many other companies that you can order, such as saksoff5th,com, net-a-porter.com, yoox.com and zappos.com, just to name a few. Moreover, most of their products are BRAND NEW with STEEP DISCOUNTS.

Again, to take the risk or not is up to you.

My opinions/reviews are unbiased and it really happened to me. Which is why I am writing this BAD REVIEW on this "REALREAL" company.

Total scam...they even charge sales tax on out of state purchases!

I would have otherwise been perfectly happy with the delivery and service from TheRealReal HOWEVER my dress arrived with HOLES in it!! After advertising the dress condition as "very good", I found large holes in each of the dress pockets, rendering the pockets unusable! After multiple emails and no responses, I will definitely be spreading the word NOT to ever use this company!!! Terrible customer service

This review isn't for The RealReal's physical location nor for their office. This review is going to be based on their online consignment service (https://www.therealreal.com/consign).

A few months ago, March to be specific, I ordered their free "Luxury Consignment Kit" so I could package my valuable clothing and ship it back to them at no cost. It took a few weeks to receive their free Luxury Consignment Kit (shipping time is about the same as thredUP's free "Clean Out Kit") and it came as a large brown box. Inside the box were instructions on what was accepted and other minor documents.

Once I read all of the instructions and documents that came with the kit, I started to fill the entire box up with valuable clothing. It took some hours to sort out which clothing were good and bad, so I could meet their requirements. After I packed all the clothing that I could into the box, I taped it up and used their pre-paid USPS shipping label to return the box back to them.

I received a confirmation email from The RealReal after USPS successfully picked up my 40-50 pound package from my home. That was on March 29. Near the end of April, I started to wonder if they were going to finish processing my package, because I also shipped a package for thredUP on the same day I shipped the package for The RealReal. I gave it no thought until mid of May where I started to panic. It's been passed a month and a half and I haven't received any sort of notification from The RealReal of where my package was located.

I sent an email to their customer support and their Consignor Relations Specialist told me my package hasn't even left my state yet. What? I told them that I used their pre-paid USPS shipping label that was provided. And told them I even gotten a confirmation email that they knew my package was picked up from USPS. The Consignor Relations Specialist was barely of any help and kept asking me if I used their shipping label or not and what type of clothing I packaged. I even sent them photos that I took of the package before even shipping it out. To this day, we're still emailing back and forth.

In the end, my package is lost out there and will never be in the hands of The RealReal. They failed to have the common decency to even notify me when they didn't see my package at their warehouse. Their customer support is not very helpful and they take nearly forever to respond back. Moral lesson, don't use The RealReal's consignment service unless you want your valuable clothing lost somewhere out there. Instead, go use a reliable consignment service like thredUP or just donate your clothing to Goodwill.