The RealReal

I was able to order a replacement Waterford wine glass at a reasonable price.

Great prices on the brands I love, all delivered quickly with great customer service.

It honestly saddens me to have to write this review, because over the past couple of years, I've had many positive experiences with the Real Real, both as a buyer and consignor. But their standards have clearly declined! They will sell you items that are dirty and damaged, and then refuse to accept them for return or consignment, even if unworn and still with their tags. I've spent most of this summer going back and forth with them over a jacket that I purchased that didn't fit and attempted to return to/consign with them, still with the tags attached. They assured me they would try to resolve the matter to my satisfaction, but have now sent the jacket back to me for the second time -- this time taking the liberty of removing their tags: a bad faith and truly scurvy gesture on their part. Do they not think that I have photos of this item with its tags and a file full of email exchanges referencing this item, its condition and multiple mentions of the tags still being attached and no prior argument or contradiction about that from their side?

There are two warehouses where items are processed: Secaucus and Brisbane. It seems that there is a disconnect between what is acceptable to the merchandise receivers in Secaucus and what is acceptable to their counterparts in Brisbane. I was told by a previous luxury manager that the folks in Brisbane are careless and much less discriminating about what constitutes acceptable merchandise than they are in Secaucus. In Secaucus, everything is closely examined and scrutinized for any damage, defects, stains or dirt, and items are often turned away if they don't meet a certain standard. In Brisbane, however, it seems to be another matter. This is not the first time I have received dirty or damaged merchandise from Brisbane. But, instead of correcting the problem in Brisbane, the customers are punished by being stuck with dirty and damaged merchandise that Secaucus refuses to accept.

The consignor relations person tried her best to be helpful, but ultimately the decision lies with TheRealReal managers, and it is clear they don't care about the customers, even if one is a VIP consignor. It is meaningless. They've had every opportunity over the past two-plus months to resolve this matter in a satisfactory manner, and they haven't. Instead, I've been given the middle finger. Next step is to seek any legal remedies available and even taking this to the media. I am done with The Real Real.

BUYER BEWARE OF HONESTY ISSUES & TIME RESOLVING PROBLEMS: when things go wrong, as they sometimes do, it is important how the mistake is handled. Customer service used to have long wait times but the representatives were polite and able to solve the problem. NOW the wait times are still long but the remote reps are totally inept with supervisors that are "unavailable" & they do not return calls as promised.
In my case the warehouse failed to include all items listed on the box's inventory list. The remote based representative would only tell me that she would file with UPS and they would have to pay. Explaining that the box was delivered in good condition and that UPS was not at fault didn't matter to her. That was her solution and she was sticking to it. Pointing out the dishonesty in deflecting onto UPS to pay when clearly it was a warehouse error only generated the same response. Foolish me, I asked for a supervisor thinking she could easily solve this simple issue. A supervisor refused my call saying she would call back within 2 hours but did not.
IT TOOK 7 CALLS BETWEEN 8 AM-2:30 PM to get a US based rep. She immediately understood the issue and sent the warehouse a note to "search". EASY PEEZY TROUBLE SHOOTING! It seems to me that customer service no longer matters at TRR. I can't say whether it's cost cutting measures or greed but there are defiantly customer service issues. As a customer and consignor the inconvenience is a big issue but the honesty factor raises yet another concern. If they are dishonest with UPS then how about us as buyers or sellers? Then of course there is the internal TRR issue of the warehouse not including what I paid for.
Basically, when things go as they should I would give TRR a 5* but when they are not perfect, as life often is, then the customer is in for a roller coaster ride. TREAD CAREFULLY.
I gave a 3* because my experience with the order number referenced on this survey was a 5* but other orders have been a 1*. Since surveys are rare I am including an honest broad response. I hate doing this but TRR has changed and not for the better.

I have done quite a bit of buying from The Real Real and mostly it has been good-about 60% accuracy with descriptions and timely receipt of goods. HOWEVER, in the past 6 weeks they have consistently screwed up all of my orders. I ordered a hat and they sent a different hat. I have to call and stay on hold for an eternity, send photos of the wrong hat, box it up, and drive it to the UPS facility. Then TRR acts like they are doing me a great favor of returning my money. On the next order THEY cancelled part of the order and I never received it. They charged me shipping (11.95) when the items were purchased and 11.95 AGAIN when the items were credit back to my account BUT I NEVER RECEIVED THE ITEMS. I had to call 4 times and the robot men in customer service failed to understand the issue. Ryan in customer service said there was NO MANAGER available to speak with me and hung up on me! Ryan said there was nothing he could do. And finally I ordered a shirt which was listed as "Excellent. No visible signs of wear" and it was stained and had pills on the front. Again I have to call, send photos, box it up and drive to UPS. When you put all of these incidents together it is a massive waste of time and energy and money. So finally I must say I have learned my lesson with this company. THEY DO NOT CARE ABOUT THEIR CUSTOMERS. Descriptions are wrong about 40-50% of the time and it costs about $24.00 to find out the true condition and size of the garments. While they do have some great deals the customer service is horrendous and the people who list the descriptions are careless. By the time you pay for shipping the deals aren't so great. AVOID his site and save yourself the huge headache.

I have ordered a bunch of stuff from RealReal and its always a very positive experience.

The suede navy blue jacket I purchased from the RealReal is beautiful. It looks brand new.

I was supposed to get € 114 back, only got € 77.60.
Regarding isabel marant sneakers.

I purchased a lv handbag and i am so in love with it no dissapointment here

Found the perfect boots at the best price. The pair that didn't make it went back with no problem.

I ordered 2 pairs and they were in mint condition! They shipped to Canada in less than a week.

When I need to return something that I don't like the service could not be better thanks real real.

The dress was Missmarked as to size and when I sent a return request to never heard vack

My experience was easy and fast customer service got me to where I was going advice on my dilemma.

Home pickup was so easy! I emailed the night before and she came the next day!
Thanks so much

The Real Real and their staff, alwasy do waht is best for thei clients! Becacuse of this I will alwasy be a loyal client to the Real Real!

Awesome. Shipping was very fast and i am very pleaded with my purchases

Awesome! Site is easy to view merchandise and customer service is always friendly!

The product is what I exactly as described and shown on the pictures.

I was over charged- no one has contacted me - I sent a email

Customer service is great and they describe their items accurately on their site.

I was provided with excellent customer service, resolve my issue with no problem!

Good customer services when issues arise. Good products. Wish they offered free returns