The RealReal

I've been using The Real Real for a few years now and they have consistently offered a great selection with great service.

I used to sell and buy from the Realreal until I bought a Cartier watch that was yellow gold. However, when I checked on the official Cartier website and upon contacting them, they advised that it comes only in rosegold. This is when I got skeptical about its authenticity and started comparing the images on the Realreal website and the official Cartier website to see so many differences beside the gold color. I contacted them to cancel or recall the order the same day I had ordered, but they refused and advised that I can return it once received and they will get it reauthenitcated when they saw the images I attached that clearly show their watch is fake. I checked other Cartier watches on their website and found them fake when compared them with images of the same model that Cartier posted on their website. I would never trust this Company again, they started with some ethics and now they have shifted to quick easy profit using the reputation they had built for themselves. It has become an unsafe platform just like Ebay. I was referring many of my friends to this website as guaranteed authentic till I discovered how unethical the way they do business. I wouldn't be surprised if most of their Hermes Birken and Kelly are also fake, which is extremely hard to be able to tell its authenticity, since most Hermes bags in the world are fake due to the fact that it's extremely difficult to buy one straight from Hermes even if someone has the money to buy it. Images attached for reference: the authentic is the rosegold with 8 screws and a serial number and the other 2 images (yellow gold) are for the fake watch being sold on Realreal with only 4 screws, no serial number and messy stitches on the strap.
I hope such conduct is going to be reported by other buyers when discovered so that they don't sell items whose actual value may be only 10% of their price value making tons of profit by cheating their customers who trust the name.

UPDATE: One of the pieces I returned has been relisted. Interesting that although I emailed and wrote on the return form that I was returning because there is a hole in the back of the shirt, the hole is NOT described in the "Condition" section of the re-listing. So clearly they do not update "Condition" to indicate damage when pieces are returned. Disappointing because it will result in unnecessary returns and is misleading, but still a great site in my opinion. Will continue to shop there due to good deals, good customer service, and easy returns.

UPDATE: I recently wrote a 3 star review because the return process was making anxious. After a great interaction with customer service and a smooth refund, I'm very happy to upgrade to 4 stars. The only reason it's not 5 is that I've found about half of the orders I get aren't true to the description. E.g., different size or undisclosed damage to the item. That's not a big deal to me - it's second hand, after all, so as long as returns process smoothly it's worth the slight hassle for the chance to get a great deal. Very happy RealReal customer.

The reviews here are less than glowing, so I was relieved when my items started arriving. Many BEAUTIFUL pieces, Tod shoes and Burberry coat etc at fantastic values! Other pieces didn't fit and/or had damage/flaws that weren't described. I'm trying to return those, and waiting on responses to two inquiries on returns that so far have been ignored. So I'm holding my breath. If the returns end up being processed smoothly, then I will certainly change my 3 stars to 5 stars and keep on shopping... if not, then I'll be returning to change to 1 star and report them as a scam to AGO and BBB.

I appreciate the help of Mimi she was fabulous and all the stress I had went away
5 stars and now all is sorted out and I am very pleased

I had a beautiful, one-of-a-kind Issey Miyake vintage wool coat that I wanted to sell. In perfect condition. I had seen similar coats listed for close to $5000. When I was given the coat 15 years ago I was told it was a $5000 coat.
I contacted the real real, but didn't want to send them my coat until I was assured that I would have pre-approval of any value put on the coat before it was listed for sale.
I was assured several times prior to sending the coat, and many more times after sending the coat, that I would have approval of the value of the listing or I could pull the coat. This was a lie.

Before I could have any say, they listed the coat and it was sold within a day. That is because they had so undervalued the coat that it was an insanely good buy. I never would have a greed to sell this coat at this price. It's absolute ludicrous.
Given the consignment payout structure that they have created, this company has no incentive to value your product at its appropriately high price. It actually benefits them to lowball you and sell it immediately. This is how they make their money. They also will tell you that they will send you your payment on the 15th of the month. My coat, while I disputed the sale, was irrevocably sold on 4 August. Based on what they tell you on the website you get paid out on the 15th of the month. This is also a lie. I will not get paid until the 15th of the following month. They will sit on your money for another month, so they can collect interest on your sale.

This company is shady shady shady. They still contact me trying to get me to send them new things. Please do not list with this company if you have something of value or meaning to you and you expect to be paid appropriately. Their consignment, payout structure encourages undervaluing, fraud, and decieption. They really should be investigated. They will do whatever they need to do to get you to send it in. And then you have no control.

I have a very good experience with you and I have now I think 5 years, I really love the items because of the quality

I really like The Real Real. I'm new with utilizing online shopping and selling of resale designer wear. Prices are fair, and I've noticed that a factor regarding the cost is based on the condition of the item. The website also offers good discounts (very encouraging for me with regards to making more purchases). I also appreciate being able to sell some of my designer items as well, and my items (for the most part) have sold. I also appreciate the ease of requesting any unsold items back to me. TRR website is user friendly as a buyer and seller, especially with the shipping as a buyer and seller. I also like the opportunities with returns with most purchases. This help with my decision makingn processes. Regardless of price, if it doesn't have a option for returns, I think twice about it. The customer service is exceptional and also rather quick with addressing consumer needs and or issues. Also appreciate the fact that TRR backs up the product. Re: Shoes, I don't have a huge amount of money, so buying Manolo Blahniks through TRR offers me opportunities, that I otherwise, wouldn't have available to me. Manolo's at a regular high end retail store (i. E.: Neiman's, Saks, etc...) is just too expensive and way beyond my limited income.

My only set back is when I'm shopping, and I place an item into the bag. I only have 20 minutes before it goes back onto the website. It's frustrating as I'm still shopping, and I have to start the whole process all over again. I've learned to "like" the item so that it's in "my obsession" section. I'm able to go back to it and put it back into the bag. Other than this, this is my only complaint or issue.

Simply an overall good experience with TRR. Thank you.

I'm really satisfied with my Louis Vuitton purchased, I'm surprised with the quality and authenticity of the bag.

All the items Ive bought have been exactly as described and I have made money on the items Ive sold.

You can score some fantastic deals buying if you know what you are looking for, know your brands and your size. The shipping and return times are acceptable and they address any related issues in a timely manner most of the time.
However, you will have to take risks and be willing to lose big on your items when consigning with the RealReal. Regardless of tag or no tag or you providing original receipt or approximate value, they still assign their own value as they see fit regardless of accuracy or fairness. You will waste so much time communicating with them just to get their spiel responses every single time with no actual resolution because they don't care.
I had recently purchased an item at a certain price but missed the return period due to being away for my honeymoon so unfortunately had to consign it with them when I got back knowing that I won't get the full value back when they sell it but that's the price you pay for missing the return window and I'm ok with that part. But that wasn't the worst of it. They priced the item at half the original price! I had to waste so much time emailing them million times, pulling teeth to address this issue which they responded to by raising the price little by little every time but never to the original price that I bought it from them just few weeks ago.
I believe they play favoritism with some customers who manage to get the most money for their items. Maybe the lower its priced for the second time around, the better for them since they will pay you even less once sold, that and their untrained employees in customer service can explain how one item is not priced the same within weeks when not worn or used.
Considering how many times I got wrong items shipped, or not shipped at all due to listing errors, where the size was wrong or items had defects and sometimes unauthentic, you would think the least they would do for a customer is to resolve an issue as simple as pricing something the same when the condition didn't change and the amount of time that passed isn't material. Very disappointing.

I love my Prada bag! The RealReal provides excellent service and great prices. Both my daughter and I will be lifelong customers!

During this lockdown mode due to COVID-19 pandemic, The RealReal Customer Service Dept. personnel still managed to On time delivery via UPS Delivery Services! BRAVO to that!

We bought each other 18K wedding bands for our 50th anniversary. We layer them with our current rings and are very happy with our purchase.

I ABSOLUTELY LOVE BALENCIAGA SO WHEN I GOT THESE PAIR OF HIGH-HEELED SANDLES, I COULD NOT BELIVE THE QUALITY OF THESE SHOES... VERY GOOD! THIS I AM NOT SURPRISED ABOUT!

I purchased a pair of Pucci shoes for my wife for Christmas. They were described on the site as being in "very good" condition, but that was a lie. She walked about 500 yards in them and the shoes broke! The soles completely detached from BOTH of the shoes and it was so embarrassing! They were in horrible condition, clearly not authenticated for "very good" condition. My wife is 5'2" 110 pounds. My wife couldn't walk in them as they fell apart at brunch. I called the Real Real customer service and the woman Lizeth was absolutely condescending and terrible. She did not apologize, rather she told me it wasn't a big deal because I only spent $50 on the shoes, and they WERE USED. DUH! Then don't sell used merchandise is that is how you treat customers. It was so insulting. Their whole business model is selling USED items. Lizeth could not less that we spend literally thousands of dollars a year on the site. She did not apologize. How is the dollar value of what we spent relevant? We were offered a $20 site credit, or the ability to return the shoes. I explained that would leave my wife with no present, so asked if there were other solutions. As a final option, we were told we could send photos (we did), then go to a repair shop, get a quote, go back to the Real Real to be sure the repair price was acceptable, and if so, we could go ahead with the repair and request a reimbursement. What kind of a solution is this? She told us we should have known as we are buying a used item. She treated us like trash and we will never purchase from them again. She also alleged they were not broken when shipped to us- that is completely false! The Real Real customer services treats customers like garbage. My mother and sister and wife all were great customers but the Real Real does not value customers at all, especially good ones, at all. Terrible experience.

I would NEVER purchase luxury goods from this store/website. But I figure consigned clothing is fine- people probably don't counterfeit dresses. I was proven right- their "experts" don't know anything, and can't even read a clothing tag properly.

Recently I bought several Saloni dresses from this site. This is a UK brand. I am familiar with the brand and my size in this brand. I only decided to buy the brand on consignment because I don't like their new prints for the past couple of seasons.

The tags on the clothing clearly list the UK and US sizes. On the website it also lists the UK and US sizes for each of the items. So with 2 numbers listed, there's no way these "experts" can screw it up right?

WRONG! Multiple items I received were mistakenly labeled the UK size for of the US size. Which means the UK size listed on the website is then completely fabricated and doesn't match the tag on the clothes at all! When I returned the items in the store in NYC, I let the RUDE store clerks know they were mislabeled on the website. She completely ignored me. 2 days later, I see the items back on the website, still mislabeled. This is the level of professionalism of these "experts."

If these "authentication experts" can't even read a tag properly and label the item the correct size, what makes you think they can actually authenticate luxury goods. Even when they're told it's mislabeled and clearly demonstrated as all you have to do is look at the tag, they still can't correct their mistakes!

They also refused to refund the shipping fee even though THEY SENT THE WRONG SIZE. What a waste of time and money. Completely incompetent staff, top to bottom.

Excellent all the way around—beautiful merchandise, beautiful prices, easy return policy, easy website—wish I had discovered TRR sooner.

Love the ability to find luxury items at a great price. The RealReal is a perfect websit/retail store to shop at

Even during the COVID pandemic, quick and reliable shipping. Great products, exactly as described. Couldn't be happier.

Description with the picture, doesnt match, usally low information, and details.
Otherwise, shipping handle is fair ok

It's been 2 months that I send email to receive my order and still waiting for them to fix the issu
VERY BAD SERVICE

I'll be fair and start off with the good part... they ship very quickly which is why I'm giving it 2 stars instead of 1. The customer service representative also accommodated me prior to my purchase with a promo code that had expired but would grant me it anyway. That's the good part. Now, here's the part you WANT TO READ: I bought a Tiffany necklace from them, $200, even though I'd later discover that they lie about the item shown in their listing photos as being the actual item sold. THEY USE WHAT APPEARS TO BE STOCK PHOTOS! For the same necklace (if they have multiple to sell), the same exact photos are used for each listing! The product page states, "Photos are of the actual item in our possession" yet when I emailed them to ask for a visually-detailed photo of the item, they SENT ME THE SAME PHOTOS AS WHAT I HAD ALREADY BEEN VIEWING FROM THE PRODUCT PAGE. WTF? So as if that's not bad enough (obviously, I overlooked this as being a potential issue - I needed to get my daughter a gift in time for her birthday so I placed the order anyway), they described the necklace's pendant as being in "very good" condition, having "light scratches" on the pendant, which leads one to believe there are a few here and there, hardly noticeable, right? Wrong. The entire pendant looks like someone used sand paper on it. I'm livid. I'm leaving this review to warn others that THEIR PHOTOS SHOULD BE OF DETAIL for selling used items. It's my bad for not taking the warning signs seriously before my experience. I'm contacting corporate to suggest that they get their QA/QC team involved to determine what went wrong here - in a nutshell, the stock photos they use are clearly false advertisement. Look at my photo and their listing photos and you'll see the difference in detail, and how it is misleading! Seriously, read other people's reviews and also articles from CNBC where it states this company is borderline fraud. They have "experts" who authenticate without having had any training.

On two different occasions I've ordered Chanel bags from The Real Real. And I have worked at a high-end retail store for years; I know how to package and ship any, but especially expensive, items. Both times I requested on the order itself to package the handbag with the chain straps/handle to be placed INSide the bag with cushion around it. Both times they ignored my request, but they also SHOULD know with ANY merchandise to not lay a bag on top of its straps (and without cushion around the straps) you wouldn't do this at home so you shouldn't be in the habit at work. Now both these Chanel bags have indentations, indentations that were not there on the photos and what's more, they're on the FRONT side of the bags! I couldn't believe their mishandling and their not caring.

When I spoke with a staff member after ordering the first time, she said, oh just give it back then.' I don't Want to return it. You messed up.
I saved up for and wanted that specific hard-to-find item that they ignorantly let get a "smile" line across its front. No apology either. Sad.
It's really about teaching the ignorant how to properly package items, so basic. I don't trust them to handle items correctly; what if this had been a gift?
And they let it happen again with the second bag. Same request, same hope, same basic packaging 101 error. Who are you hiring?
Honestly I have found much better customer service on eBay, with the highest ranking sellers. Some even have gift receipts and authenticity cards! I no longer receive emails from them so I'm assuming they removed me from their list. Saved me a step unsubscribing.
Time to be teachable, TRR.