The RealReal

I was wrongfully charged more money than what my receipt stated. Customer support said they could not refund, only give store credit. While trying to resolve this issue, the customer agent became very defensive and rude, and hung up on me. Will definitely NOT be doing business with this company again, and will advise others not to as well.

Bought a purse of Real Real supposedly expert inspected, said Excellent condition, if a tear in the leather at the back which has been self repaired with Gorilla glue is excellent. Good must be an empty Walmart Bag.
Total Rip Off.

At first I brought two items in to consign. One was a Gucci shirt. They authenticated and priced the item at $86 which is insanely low for something I bought for $600. Then I emailed them and they said they would review it. Afterwards the price was lowered to $65! And sold without my knowledge. I'm making $20 off this sale. INSANITY. You would have better luck on Poshmark. I rather give these items to goodwill than help them make money.

I sent in to the real real A gown that cost $1350 brand new the reason why I was selling it is because it did not fit. The tags were on it and everything. They listed it for $197.00. Which is outrageous I then contacted them about getting my dress back at which time there was $115 fee just to get my dress back then I got an email saying it was sold, and when I contacted them, they said it was not sold. It's being returned to you. They don't know their $#*! from a hole in the ground customer service was very helpful but the amount of money you pay for your item versus what they listed for is completely outrageous. You're better off selling it on Poshmark or eBay

Judy F.

As a person against fast fashion and its impacts on the planet, I rarely buy anything brand new at a retail brick and mortar store. The Real Real meets two of my goals as a conscious consumer. 1. Buy high quality classic pieces that will last. 2. Purchase items that could be headed to a landfill if not given a second life. I love shopping online (even pre-pandemic) and the item photos and descriptions have been spot on with the items I have received. It is clear that the company takes time to do this right. I highly recommend the Real Real to others.

I met in person with one of their team members. I was told I would have approval on pricing, and if I didn't like what the items were, she could request a change, or I could receive them back, no charge. The items went up, with two of them listed as women's clothing, a loro piano coat, and a Gucci sweater. The other items were priced decently. However within 2 days, they had reduced prices to half, in a few cases, and made each item for clothing available for a coupon of an additional 20 percent off. I'd already sold 3 pieces as soon as they went live, and rather than give the remaining pieces time to sell, they just slashed them to absolutely stupid prices. I had them all sent back - and was told there was a 15 dollar fee, per item. That directly contradicted the local consignor. Use Vestiere or even eBay. You're better off donating your couture items and taking a write off than selling for 20 percent of resale, minus an additional 30 percent to TRR.

I bought some items from real real, the quality is very bad totally misrepresented and very expensive… cannot wear in public, you can actually get better brand items from garage sale or eBay.It will be my first and last experience on this site ever.

Will not stand by their products at all. Completely defective product sold with not support. They preach authenticity and customer support but are anything but. I will never purchase from them again! After one wear my shoes fell apart.

7 items out of a 13 item order were not fulfilled due to what they called a "system pricing error". I spent 3 hours picking my items just to have less than half of them delivered. All I got was an email saying "sorry for the disappointment" but we made a "system pricing error". Basically, they first sold the items, later decided that they priced them too low, and just didn't send them. If they make mistakes, the consumer always takes the fall. Terrible practice! Instead of a useless sorry email I'd like the 3 hours of my life back please!

I purchased an expensive Louis Vuitton bag. Was supposed to be ‘real' in excellent condition with no signs of wear. Product was not real! No numbered tag inside and they put a fake paper number in the pocket for the wrong style, (Louis does not do this at all). Tear by the zipper and stained inside. On a good note. Even though it was a non refundable purchase the proof was in the photos and they fully refunded me when I returned the bag. Excellent customer service but you need to know what you are looking for.

Just recently made my first purchases from The Real Real, and I could not have been more disappointed! The first bag I received had a huge security tag still inside of it, and their suggestion was to bring it to the nearest store… over 6 hours away! Secondly, I purchased a item listed and priced as a wallet, and once I received the "wallet", it turns out to be a key holder which is listed for half the price I paid for it brand new on the designers website! I ended up shamefully asking a friend that works at a local department store to help find a way to cut the security tag off, and returned my "wallet" but I had to pay the return shipping of course because I was responsible for their incorrect description and lack of pictures. I cannot believe how awful my first experience with this company was! I would never recommend to a friend or family member. Such a waste of time!

Products were authentic which is the only reason I gave 2 stars.

Returns are very difficult. They no longer have customer service representatives available to talk to so they force you to communicate through text with a machine that has limited responses. The website may claim the full price item is good quality but then it is poor condition quality and you can not return it.

I tried to buy my first pair of shoes online for a week and every time I tried to complete the purchase, the site said my card was declined, yet no transactions were actually sent to any of my cards. Spent an hour on the phone customer service, finally got the transaction to go through only to have them charge my card 4 TIMES, all for the wrong amount! They charged $1,108.80 to my card when the transaction was for $207.95. After calling to get this corrected, I'm being told I have to wait 48 hours for someone to EMAIL me back. Horrible customer service, I will never use this site again and advise others to save yourself frustration and your money.

I bought my first Chloe bag, and the quality is amazing! The description mentioned why it received their rating of "very good", but you never know what it'll look like in person. It came with the auth. Cards, booklet, etc. and in beautiful condition! Super happy! Got a great deal on it since the color isn't sold in stores, but the bag still is. $639 for a $1400 bag! <3

My first order with the real real will most definitely be my last. I ordered a LV wallet and it arrived with hair a piece of chewed gum in the bottom of it and to top it off there was still change in the change purse part! Though customer service was friendly trying to get any type of resolution or credit was ridiculous. So sad because some of the prices are fabulous. But would have never expected a filthy product to arrive. What a shame.

I have had commission rate drop from 69% to 40% without reason. When I asked why I got a response stating that it was due to items of a certain listing value or sell for less. Yet I have received 60% on items listed and sold at far less.
The items described as Pristine are anything but. Shoes I purchased as pristine in box with tags has scuffed heels, no tags, very obvious toe and foot imprints in the inside, the box was beaten up some. When I returned them they relisted them with the exact same description.
Other pristine items with tags have had holes, blood and pulls. No tags or tags have just been pinned back on used items.
The amount if money spent on items that cannot be returned that are not what they seemed is so much I would have been better buying new.

The customer service associates leave you online in an open chat for hours if they choose not fulfill your request, they just disappear and wait for the chat to close automatically after several hours, to avoid negative feedback. They offer the worst shipping options for very high rates. I just payed for 30,00 dollars for 1-2 day shipping, the order was placed on Wednesday tracking shows estimate Monday. The rude associates just disappear and leave me waiting with no response. This company has one of the worst customer service.

I bought a Chanel handbag that was listed as 'pristine' condition with tags, and was priced $1,500 over retail. When the item came in, it was in horrible condition. The bottom of the bag had deep scratches, every corner had damage to the point the leather was rubbed off, and the inside had multiple scratches. Their website mentions they do not take returns, but when I emailed customer service they helped me return the item (this is the only reason they get 2 stars). Once the bag was returned, it was relisted at the same price and 'pristine' condition with no updates or pictures of the damage. I would understand if the bag was damaged while on display and the employees did not notice, but with my return I gave detailed pictures of the damage and none of this was noted, so that proves to me they simply do not care about the items they are selling and just want to scam customers out of their money. Buyer beware.

I had them pick up items (clothing and jewelry) at my house and they were lost. Since the items were in their possession they are responsible but I have to constantly reach out to get information and at this point still know nothing on how this can be resolved. It has been a month and nothing. Very disappointing and they should really take more responsibility.

I consigned 33 items and they returned a dozen with a pair of missing earrings. They would not accept responsibility for the lost item but instead offered to assist me to file a claim with UPS. They claimed they have internal footage showing the earrings were packed but refused to share the video.
TRR is a major scam!

I've been trying and failing to have a reasonable conversation for 20 days with customer service that is anything but service-oriented. My account is blocked for no reason, they will blame everybody but themselves, and will keep your store credit. STAY AWAY.
Jorge A.

Really disappointed - for a premium website I expected much higher standards. I think the postage price is quite hidden until you pay for it, which is a bit sneaky. I've also been told I need to pay another £50 in import charges, I've already paid about £40 in postage. It's extortionate and there was no warning about this until I received a text from UPS.

I emailed them to ask them about this and no one has replied. Very disappointing.

I had an order that shipped in multiple parts, which was fine as I know things are stored in different areas, but one pair of jeans just never made it. I had to call customer service three times over 3 weeks and finally asked to just cancel and refund it. Another pair of pants I ordered were labeled online as a 27 and shipped as a 25. It was such a slow process to get my refund money back that I don't know if I'll be ordering again.