The RealReal

I had a horrible experience with the real real. I dropped off 4 items at the West Palm location and I was told, someone on their team will be reaching out to get pricing approval on all items before they were listed. 3 weeks later I get an email that one pair of shoes I sent in were listed. Key word listed, not sold. I got an check the price they were listed at and I was not ok with that price, I contacted customer service immediately and was advised the shoes were already sold and I will be making a $46 profit. This is insulting, I would never approve to sell shoes I paid over $1000 for that I wore 1 time in perfect condition for $46. I requested the shoes back immediately and I am being told I cannot get them back because they are processing a sale on them. How can you sell something that the seller is refusing to sell. Since then I requested all of my other items back and I will never consign with the real real again. They are thief's!

I recently went back to purchasing from The RealReal and have found some inconsistencies on the listings e.g. a couple of items whose description did not match at all the pictures posted (emailed customer service, heard back saying would investigate, no response yet though). Also, while the majority of items recently purchased were as described, I got one whose condition was far from how it was described and - sadly / disappointingly - had to return.

Do not consign with these thieves, they consigned two items for me & posted at a price i was happy with then sold them for over 50% off without my consent and or knowledge. Its criminal i couldve gotten more had i sold it myself. After filing a complaint I have yet to receive word back its been 10 days. I plan to take further action against them its criminal.

I have been an expert shopper all my life and this is the only place I shop nowadays for many reasons, helping the environment, great selection and quality the best customer service and so easy to consign.

Most fun and interesting array of products, all without contributing to further consumption and destruction of our planet. Everything about the service works — from website to delivery and easy returns. This is the BEST shopping experience.

Almost placed an order until I arrive at payment and saw the shipping fee was $50.00 plus I would be required to pay duty upon arrival. Couldn't bring myself to make the purchase as it was just too much for shipping. Too bad was really cute bag but can't justify paying that for used products.

I should have sold my clothes on Ebay myself. This place is ridiculous. What they 'accept' is completely random claiming some things were not a designer on their list (yes, Versace IS on your list), then the things they do accept they discount so much that you get a pittance. I asked for my things back when I found out they were selling them so cheap and they ignored me. Never never NEVER again.

They forgot to ship my order until I emailed to ask about it. Then they lost a piece I ordered in the warehouse (the shirt is still on the site as "unavailable" and "coming soon"). Then the items that did arrive had body odor in the arm pits. So much potential in this company but it seems that their lower-end/sale pieces/clients get pushed aside for the bigger ticket items. Makes me hesitant to buy again.

I have consigned items twice. Both times had issues. The first time I consigned, the warehouse lost all of my 18 items. I still do not have them in my sales account. This has been going on since July. The second consignment happened in August. I received my necklace back, but not the case it was in. I have yet to receive my earrings back. I just get passed from one service rep to the next.

I have ordered about 15 items and about 7 of those did not work out due to confusing sizing. I think more due dilligence in mentioning rips or tears or stains is required. Also confusing when size says Large but measurements are medium or small. Very good condition should not be with rips or tears. Also because I order from Canada there is no refund policy or it ends up costing more then the item.

Half of the items i have ordered over the last couple of months have had unlisted stains and other important. Stains i can get out. I was able to return on item and ended up having to pay for the shipping to send it back after they told me shipping would be on them because they sent me a item that look like it was dirty from laying on a warehouse floor.

Their quality control is atrocious. Customer service the worst. Fraudulent at best! Stole my items lost them and never paid me for them. Sent me ripped filthy clothes and refused to take return. Never return calls or resolve customer service quality and authenticity control! Buyer and seller beware!

So, I contacted the customer service immediately because I accidentally clicked the "purchase" button before I finished shopping! I wanted to add 2 more items without paying double for shipping (- it would have been another order) they got back to me saying that there's nothing they can do about it. OK, I do understand that the the store wants to ensure fastest handling to get the items to the customer, however as a loyal & long term customer I expected a little bit more... Well goodwill! Maybe a free-shipping code, so I could have bought the additional items would have been nice... but no, nothing, nada, rien! Especially when I've been shopping at the RealReal for years and recommended it happily to many of my friends & followers! I'm not even sure if this review will even be read by one of the customer service team and for what it's worth, but if they see it: you could have done better!

Haven't received but 4 of the 9 handbags I ordered. Disappointed 1 didn't exist and the other 4 I have not received. The description is not always accurate. Usually any bag with stones has missing ones. Don't understand why they always ship them with the chain out which in shipping usually knocks stones of or scratch the fabric bags. Also don't understand the process of how most bags are wrapped for shipping.

I would not purchase any furniture from them. Their customer service As well as their third party delivery service is anything but professional.
I've had multiple delivery dates scheduled where they do not show up or call. Called customer service- no apology, just reimbursement. Awful and a waste of 10weeks waiting.

The only question I keep asking myself is: where has RealReal been all my life?! I have enjoyed and still enjoying every beautiful item I purchased on RealReal. Designer items I had coveted for so long at incredibly affordable prices. I am just sad I didn't discover the site soon enough.

I think overall the real real is the bomb! I just scored a pair of $595 Alexander Wang shoes for $100 and a Chloe bag for $117 that's still selling in other sites for $600. It does take a little work (use favorites, compare prices on other sites, and wait wait wait for the ultimate markdown) For the most part everything can be returned except the "real big sale items" and handbags. If you use zoom to view the bags you can see any flaws before purchasing. Also you can search by the keyword "Pristine" if you want brand new items only. I did on one occasion need to return a item they said was not returnable but once I explained what was wrong with the item, they accepted the return and gave me my shipping fee back.

The descriptions of clothing, shoes, jewelry, household goods has been very accurate. I've returned only a few things over the several years of being a RealReal buyer and that was due to the item not suiting me once I had the opportunity to try it on. The service has been good and timely. I love the sustainability model - something that someone no longer needs or wants is a delightful new addition to someone else's closet or home. I wish TheRealReal continued success!

I had the most amazing experience with Jamillah. To be honest my experience started off horribly. One of my packages was delivered to the wrong address and fortunately the person that received it was an honest person. Anyway, that was pretty horrible but also, I must not know my shoe size cause neither pair fit me. Anyway, thanks to Jamillah, I has a pleasant end to the story. She helped me out on the phone with the return, then followed up after just to recap the conversation and offer any extended help. That kind of service doesn't exist anymore. I was very happily surprised.

A Vera Wang belt was misrepresented on your site - the only time I've had this experience. Truly it was in terrible shape, shedding metal flakes everywhere and shredding everything. Initially I really had a problem making the support person understand that it would cost me more to return it than to keep it. All I wanted to do was point out the situation to you and tell you I was unhappy about it and sincerely hoped it didn't happen again. Finally, in the past couple of days your support person Jamillah got it. I'm quite happy with the $25 site credit also. Thank you.

Part of my purchase is not here yet.
I feel desperate because it's impossible to talk to customers people, they hardly ever answer the phone and there's NO WAY to know what's going on with my purchase.

I had to contact customer service on September 13,2021 about my order from September 2. I talked with a very nice lady who was very helpful, my package had been damaged and one pair of shoes was not in the box. She gave me a credit for the damaged box and she waived the return shipping fee, both of which I really appreciated. I will order from TheRealReal again, very positive experience.

I reached out to customer service because I had been told my order would ship in two shipments, but I only received one. They got back to me quickly, were extremely polite, and respectful, and did all the right things to make the situation right. So long as they actually do what they said they would, I think the customer service is absolutely excellent.