The RealReal

This company has become extremely greedy. What used to be a commission of 50-60 percent for the seller is now 30-45% percent. Once they've sold your item, they'll hold your payment for one month (collecting interest), while they get paid immediately. In addition to this, they'll charge you another $10 to send you YOUR money (what they call a "processing fee"). When all is said and done, TheRealReal earns approximately 80-90 percent of YOUR money. Want to speak with customer service? First you have to call the customer service line that relays your message to another customer service, with a call back of between 24-48 hours. Customers need to stand up for themselves and stop being taken advantage of.

I've ordered from the site many, many times and have mostly been very pleased.
My only problem lies in some of the descriptions. I have a Vintage Chanel flap that arrived with a pretty major area of discoloration from a spill on the top of the bag. I went back to check the description and it had not been mentioned. And in the photo it was not visible. I also got a jumpsuit once with half of one sleeve cut off. The description only said that the " fabric tag" was missing. So do examine photos and descriptions very carefully and if you have questions or concerns, they have a very nice customer service department. Aside from these two incidents, I have had an excellent experience with the company.

Don't use the Real Real, they put very low prices on your designer stuff and take this whole difference and percentage to them, not bad... for them! The customer service is bad (no phone representative, only robotic messages) and they don't send payment checks for your sales. Then its hard to contact and catch them! Its a total disaster and spam, stay away and sell by yourself! Be a little patient and you will make much more money and no problems with this scam service.

Be aware and read the fine print! For example: sold blouse for $60. My cut? $2
They paid me 20% of what it sold for, then $10 fee to send me a check! So big $2 profit for me, $58 dollar win for them.
They also sold my Jimmy Choo shoes, wore 3x that included dust bag and box. They discounted them the first day put up on site 30%! Rep told me before listed with them they only discount it after it doesn't sell. Excuse me?
Read the fine print!

I have sold a few items with this "investor" based company and I had difficulty ever receiving my consignment checks. The first check finally arrived after many months. The only reason the check arrived is because I called their billing dept. so many times, I've lost track. The second check has never arrived and it has been close to a year now. I have also contacted them so many times for this check. Just beware when you consign with this company. I am sure I'm not the only one having this problem.

I had a series of straight forward questions regarding returns from two separate orders. I wanted to: (1) Keep something I had marked as a return (2) Return all my items from multiple orders in one box.

The person who texted with me did not understand my questions, required a lot of back and forth (took 1 hour to resolve) and clearly did not speak English as their first language. It was finally resolved after I asked many, many follow-up questions.

Many items I received had unmentioned damage or fabrication was not clear in photos or described properly. The very small print that says some items are "final sale" is VERY easy to not see and now I am stuck with 6 items that are of no use to me. One of my orders was missing several items and still no one can tell me what's going on and I was charged for those items. Buying many items at once has proven to be a very unsatisfying experience and cost me more money than expected. Not sure I'll be back.

I have been a customer of the real real for 7 years... NOBODY beats your customer service, hands down the best anywhere. No matter what happens, they handle it. When it states non returnable and the one item is not as described, you immediately rectify the situation. I have called several times just to ask for a second opinion when I'm choosing a bag. Best service EVER. This is why I will always be your customer and I do not shop with ANY other online luxury resellers.

I am VERY pleased with the way I've been treated by TheRealReal when I've ordered something. Getting help with a confusing transaction was immediate and thorough. Their behavior and meticulous attention to ease of transactions, high-quality offerings, and successful outcomes proves that these folks care a lot about their customers. I recommend them enthusiastically,

I made a purchase by mistake as my credit card was on file without my approval.
I emailed 10 different the real real managers about my mistake and asked them to cancel this purchase.
But get the answer only in 5 days that they can't help me. They answer very quickly when they are interested. I am your client for a lot of years and am dissatisfied with this situation.

I'm a VIP and still get treated like garbage. Many of my consignments are rejected. Yet the site is full of items they are getting from struggling retailers. They have become Overstock.com. And when they finally accept something, they slap a 20% coupon on it as fast as possible. You have to talk to a manager to get refunded. Local rep always takes company side.

I've used Real Real a number of times and I like the concept. When everything works it's great but if you have a query or need customer assistance then the service is TERRIBLE. Online shopping requires honesty, transparency and competency - in my current experience all three of these are missing. Weeks after my initial request for a refund I'm being told the refund was made (I can see no record of this) and when I ask for proof of the refund they say they cant answer that question because Im using the wrong email to contact them - an email that was been updated and they have been speaking to me on for weeks. Overall I'd say proceed with caution. Very disappointing customer service. Rebecca

2 of the non-returnable items I ordered have issues that were not mentioned in the listing. I submitted pictures of a tear in one dress and hook and missing eye closure issues on another dress. An auto generated e-mail stated I would hear back within 48 hours and it has been almost 3 days now. It is possible the delay is due to the weekend.

Wow it's amazing to hear such bad reviews about this company. I have ordered in the past and had no problems with their merchandise. The quality was as described. I have also returned purchases due to impulse shopping and had no problem. I'm hoping their service hasn't changed since I haven't made a purchase in 12 months

I asked that incorrect information (wrong color) be corrected.
And I requested that a skirt which was on the mannequin backwards be adjusted.

RR message says adjustments take 3-5 days. My corrections took about 10 days.

I very much appreciated being given the courtesy of an extension of my expiring Site Credit. I wrote in the evening and had a positive response the next morning. Thank you for your excellent customer service.

I purchase a pair of pants and received a long sleeve shirt instead. I sent the wrong item back and never received the original item I purchased.
Customer service folks are not helpful, when you ask to speak with a supervisor/manager they drop your call.

I gave shopped and consigned at the Real Real for several years. Have always been able to find unusual upscale merchandise. Great customer service. Return process is usurer friendly. I highly recommend to buy and consign.

I bought two items from TheRealReal. The first, a ring, was exactly what I wanted. The second, a handbag, arrive with a significant bend (due to being in the box too long?). I've had it hanging with weights for over a week, and it only improved slightly. TheRealReal was extremely responsive in helping resolve this to my complete satisfaction. I was very pleased with their customer service and will continue shopping there.

I successfully received a free return label (their customary return fee is $11) for a dress that was not as described on the product page. Spoke with a very polite Customer Service rep, name: Ever--who sent me a return link to attach a photo--and explained that his supervisor would look at the photo and make a determination. Within the hour, I received an email with gratis return label. Easy, efficient and appreciated!

I bought my items on black Friday on a deal that gave buyers 40 dollars in site credit if they spent $250 and bought 4 tops. The first part of the order came and one of the sweaters had a small sized rip in the back. I contacted them about this and they offered a 12 dollar site credit or a free return. I took the site credit because if I returned it, I would have lost the sale credit too and not really have gotten my money back. Then the last part of the order came and the other sweater had a hole where the
Bottom part of the button should be. I don't think I can even replace the button snap either because it is a vintage Versace button. I didn't bother contacting this time for another $12. The sizing was accurate but the conditions of the items were way off, especially for the price, and since the two in bad condition were by far the most expensive of the order.

I've purchased 2 designer bags, a Louis Vuitton and most recently a Chanel handbag and they both arrived in like new condition. They always come with a dust bag to store in your closet and you get the best deal thru them for luxury.

Most thing I have ordered have been close in sizing but a pair of shorts was oversized by at least 2 sizes. Now I have to pay the expensive return shipping fee, plus the original shipping fee. Makes me second guess ordering much more