The RealReal

Dear Stan: The Real Story is I have talked to customer service told them when I saw this happening to return my items I will pay the return shipment? It is so very sad you could be so very careless with this level of "designer items" I am so disappointed and will tell as many people as I can, so they do not have to go thru this type of experience.

Tell your friends and anyone who has good quality stuff to not use this place I warn you now. Seriously it is not as if it is Goodwill but once they get your stuff they can price and put a sale on your item at your cost? They sold a pair of my brand new shoes ($400) only worn inside for $18 dollars! Seriously not even the consideration to ask me how very disrespectful you have no choice once they have your stuff their pricing is whatever!

I would never recommend them to anyone!

The real real is usually my go- to first visit for when I need a special outfit. I prefer to invest and own my items, then rent, personally. I also feel like thrift shops have become trendy and over picked making it very difficult to have access to products that I'm mostly interested in. I love that they make it so easy to sell and to buy, because it opens the pool of what is available.

Ordered an item and added another item to split the postage. Then a few days later was told that the original items was 'unavailable', offered $35 site credit. Tired to cancel the whole order but told too late. Had to pay the entire postage for a single item that l would not have ordered on its own. Tried to email RR but nothing, tried again - nothing. Eventually over a week later they came back to me gave me a proforma response. Needless to say l will not be ordering again

First timer purchased a LV bag that stated very good condition.I received the bag and it was torn on the inside, not noted in description. First they said no refund then I spoke with supervisor and emailed pictures of the bag. Agreed and said to return the bag for full refund. I contacted them by email requesting timeframe to receive refund. They responded back they are authenticating the handbag. That was in 10/26/22, just shy of 4 weeks! Had to file dispute with PayPal. Buyer Beware

I purchased an inexpensive purse and wallet. I had been looking at much more expensive ones, but decided to "try out" the website with something less costly. Glad I did. Shipping info showed the wallet had shipped, but not the purse. The purse shows up... NOT the wallet. I waited to see if it would arrive. Nope. There were many "text" sessions with several different people and getting nowhere. After a week I got a hold of someone who told me the wallet is shipped. I sent them a picture of my purse in my hand and told them I HAVE the purse, where is the wallet? After threatening to dispute the whole charge with my credit card company, I was given a refund for the wallet. They admitted they are having some "inventory issues." Lovely! So glad I didn't purchase the $2500 bag I was originally looking at! Buyer beware!

Sent in a new with tags $545. Dress and they listed it as the wrong brand and for $50. Contacted customer service to have the sale stopped and it took over a month for the price to be updated. Prior to the update I agreed on a listing price of $195. (The price they suggested). Instead of sticking to our agreement they listed the dress for $150. With 20% off. I've emailed twice trying to find out why they didn't stick to our agreement and haven't received a response. Also sent in a current style very popular pair of Frame jeans; they're in stores now for $268. They sold immediately for $70 with 20% off. And if you send an item in with the exact name of the item they'll completely disregard it and list it as whatever they feel like.

My items arrived as described and in good time, but the packaging was very poor.
One box was ripped apart and retaped. I was very surprised that nothing fell out and was not lost in transportation.
Items inside had no packing material - the box was very big and had a lot of empty space inside.
I know everyone is minimize packing materials to be eco-friendly, but if the items arrive damaged or they are lost in shipping, that isn't good for customer service and it isn't eco-friendly either (as it causes even more waste).
When I placed my order, I expected it to ship in one box for one courier fee, but I received two separate boxes.
I understand that items may not all originate from the same location.
Perhaps indicating number of parcels before confirming an order would let us know in advance.

Excruciatingly slow website. Particularly with checkouts, carts, saved obsessions. Sometimes I just leave because I'm so frustrated. Also Irene are sometimes mis identified with regards to fabrics. Need a way to search by fabric content as I'm allergic to some.

During the pandemic, I've done lots of online shopping... as a fashionable friend of mine explained "Right now retail therapy is all we have." The Real Real is the platinum standard in online shopping. My sizes are saved, I can search by item type and/or brand and sort by color-- all of which makes filling holes in your closet effortless. My favorite part is in the item description when the garment measurements and fabric are listed. I'm tall with a large chest and these measurements make all the difference when selecting an item and imagining the fit.

Since I discovered The Real Real about four years ago, I have been hooked. I have made so many purchases. All items are always exactly as described and you can't beat the price. My only complaint is that shipping used to be quicker via another carrier and they recently switched to a new carrier that is about a week slower with shipments.

Last night I was relating the fact that I submitted many designer pieces in perfect condition to TheRealReal in early January, and seeing that they never were posted requested them back in early February, yet still have received nothing but idle promises of expedited return requests and "tomorrow". Several people mentioned other terrible experiences on both ends of the business transaction with this reseller.
I recommend moving to a more honest and more organized platform or just giving to a good charity of which there are many--the prices they fetch are close to nothing so you may as well get the dose of dopamine one gets with committing an act of kindness.

I have ordered from them 3 times. 2 times were satisfactory, the other was not. To make a long story short, 2 pairs of Tory Burch flats both 'size 8' were wildly different sizes in reality (see photo below) When I complained, I received a condescending and wholly inadequate response... twice. I was refunded the return fee but not the shipping fee for the wrongly sized flats.

Requested mailing labels several times through calls and emails - never received until I called back and had to hunt down my "customer service rep" (what a joke) and get her to send it to me. I had sent several emails in between with no response. (The delay in getting a response is anywhere from 3 days to never). The girl kept sending me packing lists and not the actual MAILING labels! Very frustrating. Will be looking for another site to work with.

In response to an unusual long delay in shipping, therealreal.com provided overnight shipping free of charge along with a site credit. Customer service representatives are real people who understand issues and respond thoroughly and in a timely manner. Thank you.

I purchased a pair of designer sunglasses in what TRR listed as "Excellent" condition. The sunglasses I received had tarnished and damaged frames and absolutely filthy lenses. They were shipped loosely in a box without any cushioning or bubble wrap.

Easy from start to finish, the photos and description gave very good information. Emails let me know when prices had dropped on items I'd liked. Once decided they let me know when items had shipped and could track them. Purchases were just as described and gorgeous! Very satisfied. Will definitely be purchasing and perusing options again and again. Delivery was super fast!

I've bought several pieces from dior, ysl, lv etc and they are in great condition, measurements are accurate, and the price is maybe a fourth of what you'd pay for new. Site is easy to use and shipping is fast.

I'm a new customer. Tried the First Look Access to see exclusive inventory but there is no access tab, no tag to indicate what I did pay extra for. Agents could not tell me either. Tried for a month and asked for a refund just a day late, and they refused for service never actually rendered. They told me to look at my profile's badge — like it helps you find the actual First Look accesss and items #…#

I have bought and sold a lot through these people until this happened:
I shipped $1,600 worth of merchandise back to them using the label they provided, as instructed. The package was lost or stolen in UPS. Since it was their label, UPS will only deal with The Real Real, and this business couldn't care less. Their system is set up to intentionally give you the max run around, waste as much of your time as possible, and make you give up on your money. They will just hand you off to each other and tell you whatever they can to shut you up and make you go away. It is unconscionable.

I purchases Alexis Bittar earrings, on the website, they were described as being in excellent condition. When they arrived one of the earring backs was missing. With Alexis Bittar earrings, they require a special back so I can't just replace it with any earring back. When I reached out to customer service, they never apologized for not sending out what was described, they just offered me a $12 site credit. I would never buy from them again because I feel the misrepresented the product, and sent out the earrings knowing there was no back. It said authenticated luxury consignment, Total bait and switch.

THIRD REQUEST! Spoke to your customer service rep 2 times and reported that not only was the bracelet (band) much shorter than stated on the web site and could no way fit a man's hand, the watch arrived dirty and with a dead battery. The battery cost $10.00 to replace, and $75.00 to polish. The big problem was the fact that this item would barely fit a child's wrist, again, not portrayed truthfully. Also, this item was charged to my credit card TWICE. Finally one of the charges were deducted, to be fair... I am therefore DISPUTING one of the charges of $1,000.00 until your customer service department realizes that I am dissatisfied with the ill fitting, dirty, non working watch, and until someone responds in any way to my complaints.

Just wanted to let everyone know that I purchased a sweater in June 2023 and immediately I had a clothing moth infestation. I have thousands of dollars of cashmere sweaters and wool clothing and it all goes to the dry cleaners now to prevent damage. Everything can be ruined.
I estimate the cost to be about $1500 for dry cleaning alone. I also had our pest control company come and do a cost estimate and that is $350 and there is no guarantee they will go away. All this so I could save money and buy a $99 cashmere sweater.

I contacted the Real Real just to let them know they had an infestation. They didn't seem too concerned. They did give me a $25 credit for my trouble.

Everyone please be aware that there is a moth situation at the Real Real. You can do what you want with this information.

I was having a great experience with the Real real until they just lost my last drop off of consignment items. I see the items on the site, but they are not listed on my account page. So if someone buys them, I guess the money will go to someone else. So be careful. They are flaky. I am very disappointed. I thought this was a great way to recycle and be more eco-friendly. But there are a lot of employees who do not seem very attentive or professional.