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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!
The product I purchased was in the exact condition described and the shipping was super fast and well packaged. I am very happy with my experience
Date of experience: February 8, 2021
They provide excellent customer service to loyal customers by going out of their way to tale care of customer requests.
Date of experience: June 2, 2020
I have consigned and sold over $20k and the level of poor customer service a woman named Angela has done is unbelievable. I got unlucky with my last consignment I did where the warehouse lost it and took them 1 month to find. This consignment they lost was worth at least $3,500. A representative named Angela was assigned to me and has yet done anything helpful. This woman takes days for a response and yet no solution has been made! I tried to CC the consignment customer service email and general customer service email to show them how horrible my never ending issues have never been solved because of this woman. This was been going for 2 months now! Its so exhausting!
Issues:
1. The warehouse lost my consignment and takes a month to find it
2. Finalizing prices is taking an additional month and it is still not complete and yet taking too long!
3. my commission is never correct and I have been trying to get it fixed but no one has fixed it after trying for so long
4. The expert in charge of pricing my items is pricing them extremely low yet there are used ones listed for more than mine on the website? And just a reminder, these items are in super high demand and ALWAYS sells very quickly with its actual retail price AND over the retail price.
5. The lingering communication... this is all taking too long! I have sold over $20k... this is not the service I would expect from RealReal...
6. Never gave me a tracking number for sunglasses that are being returned to me
7. Angela Completely removed all items from my last consignment that was first lost and were finalizing pricing... without my permission!
PLEASE SOMEONE FROM REALREAL HELP ME! I need help so badly and my experiencing has been awful with this representative I have been assigned with. The level of stress with this woman is beyond...
Date of experience: September 8, 2021
Great shopping experience! The choices are extensive and the prices are amazing. Had to return an item that was too large, and that was really easy.
Date of experience: November 30, 2020
Title says it all. Everything I have ordered has been as new. I have never been happier with any merchant!
Date of experience: March 23, 2020
Hello Brian, thank you very much for shopping with The RealReal. We sincerely appreciate your feedback about your shopping experience. Please feel free to send us a private message if you need assistance with anything else. We wish you well.
I absolutely love the Real Real and everything I have purchased there. It's an amazing selection and experience.
Thank you!
Date of experience: June 7, 2020
Great packaging and shipping time! The clothing options are plenteous and the measurements provided are very helpful for unfamiliar styles
Date of experience: December 15, 2020
Perfect no hassle purchase Love the purse which included a card case (in pink. Like the lining of the purse) and a LV little zip case
Date of experience: August 30, 2021
Hi Ann, we're so happy to hear you love your purchase. We can't wait to shop again with you soon!
I was happy with the shoes I ordered. I didn't care much for bags sent in. But the shoes are nice and new.
Date of experience: January 9, 2020
My experience has been excellent, the description of the items is accurate, the quality is very good, orders arrive promptly, love the sales!
Date of experience: January 8, 2020
I have not had a disappointment in all the time I have been buying from the Real Real. Always please with my purchases.
Date of experience: October 1, 2021
Thank you for sharing your experience with us. See you again soon!
Love purchasing wonderful pieces for a great price. This piece will be a lifelong piece.
When I have a question - service is great
Date of experience: November 16, 2020
The Real Real was amazing! Customer service was top notch in helping with our problem. You have a customer for life. Thank you!
Date of experience: March 27, 2018
Amazing service. Went above and beyond to help me cancel my order. Courteous and eager to help. Very understanding. Really appreciate her help!
Date of experience: April 27, 2018
Hi Monica,
We sincerely appreciate you taking the time to share your feedback with us.
We look forward to assisting you in the future!
I Love the shoes and I'm hooked. I spend hours at night looking at all those beautiful shoes that I dreaming walking on.
Date of experience: July 1, 2021
I appreciate Jessica listening to me and helping me. And I also received a call back in a time period shorter than expected.
Date of experience: November 30, 2019
I had some questions about some refunds and the representative was extremely helpful, patient and provided me with all the information I needed.
Date of experience: July 4, 2021
No one has responded to emails - they said they were going to elevate the case to the factory that was 72 hours ago.
Date of experience: May 1, 2021
Positive experience and great customer service.
Fast shipping and tracking info made for a great transaction.
Date of experience: January 12, 2020
Very pleasant and satisfactory. Parcels are send out in a very short period. Notifications are prompt
Date of experience: August 15, 2020
I order a ring few days ago and still haven't received it! I contact them and still haven't hear anything from them about the investigation
Date of experience: February 22, 2021
I had an issue with what I received and the description. The folks I spoke to were kind, open and honest and most importantly helpful!
Date of experience: June 15, 2020
Very friendly staff and great customer service! Happy to use this they provide their best service to every customer i will recommend to every one!
Date of experience: October 15, 2018
I have ordered many items from The Real Real and have always been pleased. I have only returned one item and it was very easy.
Date of experience: May 22, 2020
She was very attentive and concern in regards to my issue. She immediately tried her best to help me and succeeded. Very courteous and professional.
Date of experience: September 10, 2018
Hey Wylesha,
Thank you for sharing your feedback with us.
We look forward to working with you in the future!
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...
Hi Nadia, we're truly sorry for your experience with us and we'd be more than happy to help resolve this for you. Please send us a DM on social media with your info so we can look into this right away.