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The RealReal has a rating of 2.4 stars from 5,302 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about The RealReal most frequently mention customer service, good condition, and final sale problems. The RealReal ranks 8th among Discount Clothing sites.
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Thought, I'm very satisfied of the fast shipping, and good deals offers by the company,, I'm not feeling the same when it comes to the returns. It seems like not just the returning fee, around $16, is deducted but also the percentage that was given when I purchased them. Other than that, I'm happy being TRR customer.
Awful company for consignors. They take advantage by pricing the items very low and almost immediately discounting them. Instead of the RealReal getting a commission as mediators, they give a commission to the seller. When I saw how much they discounted (and immediately sold) my item, I asked them to return the rest. They charge $15 per item to return them. Additionally, they keep $10 off the monthly check as a "check by mail fee". Their model is not working and the customers are punished for it. Stay away!
Great and consistent from service in store to consignment process to the discounts we get after everything is good with the real real
Date of experience: March 9, 2021
The real real lost my consignment item and their consignment services team has not gotten back to me after repeated delays and promises.
Date of experience: April 23, 2022
Shopping and paying was easy. Shipping was fast with nice packaging. Bags were both in perfect condition. Will shop vere again and again!
Date of experience: April 30, 2018
The shopping here is so addictive, items are great priced, easy ordering, quick shipping, and the coat is beautiful made. Bravo Real Real.
Date of experience: August 24, 2020
You would not refund me for items i returned. It was unclear that the item i initially ordered was a non refundable item.
Date of experience: November 1, 2021
Hi Lyn, we're sorry to hear there was an issue when trying to return your purchase. Please reach out to us on social media with a bit more detail so we can help.
I was so excited to visit the Dallas Store. I was out with some pristine pieces floating to different consignment stores. I had 6 pieces that were researched upon entering store at a very small desk. My items were freshly dry cleaned and still in plastic. The gentleman looked up all items. He stated that 4 of the items they would qualify for appraisal and get back with me. Explained the process to me of which was very vague. I was contacted by an individual via email that would be my advocate on the process or if I had any questions.
After about 2.5 weeks I was able to see information on app still wondering why information stated unacceptable and a tracking number provided to track the items :O I was not told they were going to mail these items to me. I specifically stated I would pick them up if they were denied. Had no idea they were going to be unaccepted and returned this way. As the items are now wrinkled and cannot take photos for an auction until they are re-dry cleaning and freshly starched (linen) I just wished I had been informed of how this process worked on the backend. WHY take the items to begin with is my question? And SEND THEM BACK IN SAME CONDITION YOU RECIEVED THEM IN! HELLO YELP
STEPHANIE SOFEY
P.S. no pictures because you have already wasted enough of my time. However, if you woud like some I can surely send them to you direct! Maybe I can get a reimbursement of the dry cleaning
Tip for consumers:
The consignment process is exhaustingly ridiculous
Date of experience: October 5, 2022
Just left a review on a previous email. All of you are the greatest and I proudly wear your merchandise and I spread the word as often as possible!
Date of experience: January 12, 2020
My return was never processed and even after over a month of correspondence, TheRealReal never refunded me.
Date of experience: October 5, 2021
Hi Daphne, we're sorry to hear that you never received your order refund. We'd be more than happy to help process that for you -- reach out to our team at customerservice@therealreal.com with your order details so we can better assist you.
I'm very pleased with the service and the process for consigning. I appreciate the sign up credit too. I am thrilled with each of my purchases.
Date of experience: April 15, 2021
Jeans were way bigger than advertised and yet we're final so I could only consign them back, not return them. So I still have the jeans. What a pain.
Date of experience: December 1, 2021
Hi Lauren, we’re sorry this wasn’t what you expected. Please send us a DM on social media with your order number so we can help sort this out.
I will never use another service again. They are knowledgeable, and polite each call. The service they provide is top notch and I couldnt be happier.
Date of experience: December 29, 2017
Hello Michelle,
Thank you for contacting The RealReal.
We appreciate you taking the time to share your feedback.
We are always happy to hear that a customer is enjoying their items and the service that has been provided.
We look forward to working with you soon!
I have experienced great service with a great selection of items to choose from for a reasonable price. I'm glad there is a Real Real! :)
Date of experience: February 8, 2021
I feel so comfortable buying here. I know I'm not gonna get scammed and my item is Authentic. It's just Great! I totally recommend TRR!
Date of experience: December 2, 2020
Website was very easy to navigate, the item shipped quickly and the condition was exactly as shown online!
Date of experience: August 1, 2020
As always, I was satisfied with my experience. The item that I ordered was actually better than described.
Date of experience: June 29, 2020
Ease with shopping the website, the expedited shipping, and the bag was like new when I received it.
Date of experience: November 17, 2020
Quality and price are absolutely amazing! Quick delivery. Although the price of delivery is quite high.
Thank you!
Date of experience: July 31, 2020
The site is easy to navigate. Prices are fair. Shipping was fast and the merchandise quality is wonderful.
Date of experience: February 21, 2021
Love my purchase. Sunglasses were in great shape. The price was perfect. Shipping a was a little high
Date of experience: February 5, 2020
They listen, they verify, then issue resolved immediately! Great service from empowered Real Real staff! No time wasted!
Date of experience: December 1, 2021
The goods are always in top quality, fairly priced and packaged well and arriving in a timely manner.
Date of experience: May 18, 2020
Jamillah B is an excellent Customer Service Representative. I am looking to purchase a Christian Dior Lady Handbag. Jamilah was very patient, kind
And knowledgable regarding your company products.
Date of experience: February 23, 2018
Delivery to Europe is faster than a delivery in Europe! Very fast! Pictures and descriptions are spot on.
Date of experience: November 26, 2019
I would appreciate a better description or a closeup picture of items that pattern or design on theme
Date of experience: November 27, 2019
Professional. Helpful and understanding the issue at hand. Resolved my problem with easy and to my complete satisfaction.
Date of experience: May 10, 2018
Hi Aneta,
Thank you for taking the time to share your recent experience, we greatly value your feedback.
Happy shopping!
The RealReal is the leader in authenticated luxury consignment. With an expert behind every item, we ensure everything we sell is 100% real. As a sustainable company, we give new life to pieces by brands from Chanel to Cartier, and hundreds more. Exten...
Hello Nikki,
Thank you for sharing your feedback!
We are happy to hear you are enjoying our service as well as your orders.