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The RealReal has a rating of 2.4 stars from 5,302 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about The RealReal most frequently mention customer service, good condition, and final sale problems. The RealReal ranks 8th among Discount Clothing sites.
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Thought, I'm very satisfied of the fast shipping, and good deals offers by the company,, I'm not feeling the same when it comes to the returns. It seems like not just the returning fee, around $16, is deducted but also the percentage that was given when I purchased them. Other than that, I'm happy being TRR customer.
Awful company for consignors. They take advantage by pricing the items very low and almost immediately discounting them. Instead of the RealReal getting a commission as mediators, they give a commission to the seller. When I saw how much they discounted (and immediately sold) my item, I asked them to return the rest. They charge $15 per item to return them. Additionally, they keep $10 off the monthly check as a "check by mail fee". Their model is not working and the customers are punished for it. Stay away!
I am from Australia and had quite a few issues that were not what I expected with unexpected costs, items not been in the condition stated and overall not to the standard I'd expect. However, each and every issue was addressed and The Real Real were just amazing in the effort they went to to make things right. This is what you want from a company. There was a Caitlin who was particularly helpful. I was very happy in the end. Thank you guys. Dr Riy
Date of experience: July 23, 2015
Decided to sell some item through realreal. The first I asked about the prices, the lady said you need to send your item to us for evaluation. Ok, item was sent after 3 weeks I saw the prices for my luxury items on excellent condition the price is like in a second hand store not a branding items. I' ve sent massage please send me my item back thank you for your "service ". The customer service said please let us to reevaluate your item maybe price will increase. Opened my account yesterday I saw that one of my item was sold for nothing without my permission! Sent massage to the customer service and asked cancel it and return my fur coat, they said its not possible because of company policy. This is a fraud! And this company is a scam! Will sue them 100%!
Date of experience: October 18, 2023
When it comes to designer clothing, unless you know the designer, sizes can be all over the map, so I tend to avoid. But shoes and handbags are my weakness. And for that reason I give The Real Real high marks. I love them.
Date of experience: May 25, 2020
So far, I have experienced nothing but the best from this site. Very reliable, fast shipping, and accurate description of their items. I am very happy with my positive experience with the real real and I will forever support their cause for sustainable fashion.
Date of experience: February 10, 2020
This is a better deal for the Real Real than it is for sellers. They deeply discount jewelry without giving you any price reviews. Then, can reduce just like that and you barely make anything. They lost a Neiman Marcus fur and barely wanted to pay me anything for it. You're better off trying to sell yourself to be honest you just don't make that much.
Date of experience: January 20, 2023
I am a new customer of the Real Real, and have now purchased several items, happily! I don't know all the in's and outs and had a question. I was so lucky to have Jamillah answer my call. She was helpful, insightful and will keep me coming back again and again to your site. She simply made my day with her answers, not making me feel at all uncomfortable, not knowing all of the workings of The Real. I now think I'll start to consign too!
Date of experience: November 10, 2018
Customer service was horrendous. Had to reach out over 10 times to get a response and still nothing. Finally after waiting on the phone for hours I was able to talk to someone. Worst customer service I have ever had! They should be embarrassed.
Date of experience: July 1, 2021
I received a partial shipment the day before eligible for return. Tried explaining to customer service and they ignored insisting on giving me a site credit versus a refund. I've been a customer and fan for years. Now I warn my friends to beware.
Date of experience: January 2, 2022
I love clothing and hi end fashion. At real i get great looks for a fraction of the price. What is even better is that i can re consign what o previously bought so i can shop again. Staff are great.
Love this Company.
Date of experience: December 14, 2020
I have been a customer of TRR for 6-7 years. Usually when I purchased a "very good" state product, I was certain that the product was indeed in very good state, not new but almost (small/minor defects). Recently, I have bought some items with the same state (very good or no visible signs of wear) yet they were definitely NOT. The lates one was a pair of runners for my wife. After the second time she wore them she realized that the sole of the shoes were rotten! I made my complaint and the customer service told me they would offer me 25$ discount (!?!). It's not the first time so my goodwill for purchasing TRR products has now deteriorated. Worse, I replied the customer agent by email yet he never returned back to me. He simply applied a sale discount… which I have decided not to use and considering to stop purchasing in your website.
Date of experience: January 9, 2022
As much as i truly love shopping on the real real consigning with them is another story. They take forever to process incoming items and list them. I also tried starting a chat to ask someone a question about a name brand. The wait was forever and then when i finally did get someone they said they couldnt answer my question and sent me off somewhere else where i had to wait my turn again and i just gave up. I sent an email with my question and no response. Hey, i still love shopping with the real real though!
Date of experience: February 22, 2021
As a Chanel buyer, the bags almost never have photos of the corners (to see if there's any wear) or bottom of bag.
That spot is usually the most worn and to not be able to see it, makes buying very difficult given the no return policy. Seems like a gamble everytime to buy a bag from RealReal.
Date of experience: April 17, 2021
I have been working with TRR since it's inception as a consignor and purchaser. I have always had excellent communication in all aspects of selling and buying. Once I didn't like a price for an item that they were going to sell of mine and I asked for it back. No issues. My experience has always been positive.
Date of experience: August 4, 2021
I cannot describe how satisfied I am, with TRR. Great values, perfect descriptions and very good organized. Great delivery experience, as well. Ever since I found out about it, im on it almost every day
Date of experience: February 5, 2020
Found some authentic rare couture pieces with amazing prices. Not only that, Jamillah B. Took care of a simple customer service issue with great care. Really impressed with a follow up call to confirm everything.
Date of experience: March 3, 2018
I purchased something that was described as being labeled a large but when it arrived it was actually an XS. I was offered a free return label but I also wanted to be compensated for the $50+ international postage I paid to receive the wrong item and was offered $12. Won't be shopping with them again.
Date of experience: April 4, 2023
I bought a jacket on TheRealReal for my son but when it arrived it was the wrong item. No problem, I returned it but now they're not only refusing to give me a refund instead of a site credit, for some inexplicable reason they've reduced the amount of my refund! I can't use a site credit as shipping costs about 4 times more than the refunded amount.
I would not recommend this site, they're slow to respond to enquiries, are not helpful when they do and so far aren't respecting my consumer rights.
Date of experience: June 25, 2022
I've been a longtime shopper of the RealReal and love some of my finds, but lately the cost for shipping + duties is so high it's not worth it. I recently ordered a pair of shoes that were listed as size 39, and they arrived a size 42. After duties and the RealReal requiring I pay for return shipping I could have bought a new pair. Unlikely I'll be back anytime soon.
Date of experience: December 1, 2021
I had a few designer bags and had an in-person appointment with a specialist. Everything went very smoothly. The bags were authenticated and two of them sold on the first day they were listed. I am very satisfied and will definitely bring more items in. I am sure that whoever bought my bags is also ecstatic with the quality and the prices they got.
Date of experience: December 1, 2021
A friend recommended this site. She had bought many items from here and had a great experience. I also had the same feeling and will continue to buy more when I am searching for other items. Thank you
Date of experience: January 9, 2020
So thrilled both buying and selling. My only go to now for the designer experience...
That is so incredibly affordable and exquisite.
Thank you for your beautiful packaging, excellent communication, and superb styling.
You art my new hobby!
Date of experience: March 4, 2021
Purchased a high end handbag and after a week contacted customer service to ask why it had not shipped was then told they no longer had the item and would refund me. Obviously disappointed but it was ok I would be refunded, WRONG! 2 weeks later and I am still trying to be refunded! After finally getting 90% of my money back they told me the rest the refunded in "store credit" because they are not allowed to refund shipping!?!? What shipping? According to them I never had an item to ship they didn't have my item so why am I not allowed a full refund that is ridiculous! A store credit I will NEVER use because this site is absolutely horrible! I would never recommend this site.
Tip for consumers:
Please do your research before using this site!! Make sure the item is in fact in there warehouse or you will not be refunded your full price! I personally don't recommend this site
Date of experience: May 28, 2022
Everything I've bought in here has been absolutely perfect. The packaging is great and the clothes are amazing one of my go to sites for fashion. The fashion is just everything. Gucci Dior Dolce & Gabbana. In love
Date of experience: August 1, 2021
You guys are awesome! I'm so glad I found you. Very reliable. I had to exchange a watch once and it was remarkably easy. Thank you. I also feel good that these items are being re-used and appreciated.
Date of experience: July 1, 2021
I very much appreciate the quick returns. I love the measurements displayed for the items (in addition to the designer's size), in this case a pair of jeans. Shipping needs to be faster. Customer service is really good.
Date of experience: September 21, 2020
Hi Leslie, thanks for sharing your feedback. We'll pass this along to the rest of our team.
The RealReal is the leader in authenticated luxury consignment. With an expert behind every item, we ensure everything we sell is 100% real. As a sustainable company, we give new life to pieces by brands from Chanel to Cartier, and hundreds more. Exten...
Hi Aidan, we're so sorry to hear about your most recent experience with us and appreciate you sharing this feedback. Please know that our customers are responsible for any import duties, goods and services tax (GST), value added tax (VAT), and customs fees. Please reach out to our team on social media if there is anything more we can do to help.