The RealReal

Spent thousands of dollars over several years and was a huge fan of the company. But I'm now fed up with the incorrect listings (three times something has arrived the wrong size it was listed), wait times for customer service to reverse shipping charges is ridiculous. Don't even get me started on paying extra to be a Platinum member. So far only half the shipments have come within the two business days which is promised. It's too bad because it was so great, and now it's just bad.

I have been shopping and consigning with TRR since 2017. I have never encountered any issue until April - June 2021. I've recently placed 2 orders with total amount about $100 each (used discount code and store credit). Those 2 orders were never shipped in 2 weeks. When I inquired about them, I was refunded the whole amount and shipping cost with an explanation that they made a mistake at warehouse. I've also places 2 other orders total $300-400 each. Those were shipped within 1-2 days. I placed another order today and I'm worried about whether it will be fulfilled or not. Is TRR prioritizing shipping by amount of money spent? If my assumption is correct, that's really shady and unfair. I demand an explanation.

I love shopping online at therealreal.com. (shop too much but they always have new items which I love) Sometimes I am unsure of authentication (not the most designer savvy shopper) but I always do my research prior to buying and take a thorough look at the pictures and try to find the item online elsewhere. The prices are great. Sometimes too good to be true but I've never felt ripped off or deceived The only thing I absolutely don't understand is their shipping. Always $11.95. If I buy more than one item, one item always comes overnight and the next one takes about a week. It's like the shipping speed rotates on every other purchase no matter how much you spend. Still a customer regardless!

Consignment at a new store proved to be challenging as procedures were still being implemented.

Promises of constant contact during the consignment have yet to be done.

Authenticity assured because shoes were never worn, label on sole undamaged and no scuffing anywhere. Price range offered was fair.

Consignment effort was more difficult that it should have been.

I recently ordered three items from the real real. A "lamb skin" skirt, Kate Spade rubber boots and a jacket described as being one size. When I received them I was totally disappointed. The skirt leather was almost paper thin, the boots were so so and the jacket turned out to be way too small. Apparently one size means petite. I am an average size woman. Given this reality, I immediately returned them with their return labels. In addition they deducted almost $12.00 for each return thus making my refund less than I had paid. They charged me this same amount for original shipping. After this experience I have decided to to shop there again

Purchased a Chanel skirt on the site but was sent a completely different item of very similar colour but the brand is Torn by Ronny Kobo. I sent a message to the RealReal asking them to look into the matter and refund, they responded saying they will look into it but there was absolutely no follow up after that. I messaged again and they have just ignored the 5 or 6 messages thereafter. I am out of pocket for an outrageous amount + and stuck with something that I cannot wear. If anything this is complete fraud so please do not shop from this site. It is not worth the risk given how bad their customer service is.

I absolutely love shopping at The Real Real! The site is very neat and organized making it easy to find what you are looking for. They have beautiful used clothing that is carefully looked over and and inspected for quality. I've been able to acquire amazing pieces that I normally could not afford. They have a large selection, everything from jeans and tees to formal gowns, items for every season, occasion, and every price range. You can also consign your gently used items with them and know your pre-loved things will be re-loved just as much by someone else.

I have had more than one experience with items being incorrectly sized in their description which makes the return shipping fee hard to swallow. I only order brands I know my size in so this is frustrating.

Have to admit I was hesitant to make my first purchase but once I received it - I was in love! Products are true to the online marketed image and description. I'd recommend to actually add a comment when certain brand runs small or large (will save me some money from all the return fees I have to pay due to wrong size).
Quick and great customer service!
Hope I'm the future you can make your returns free.
Best
Sue

I've been a member since its inception and do like the site for the most part. Delivery is good but have gotten some items stolen because of arrangements with UPS. Wish you can ensure that packages are delivered and not just left at door without so much as a door knock.

Also when a promotional store credit is given, it should be directly placed in account and not require you to call before transferring to site credit. Have unknowingly forfeited credit as I missed email and was too late when I realized it.

I do appreciate the customer service.

Hats have inconsistent or absent sizing. Products take way too long to be delivered. Search functions won't allow you to add to a search query instead it forces you to start all over. Algorithms are not intuitive and often feed me suggestions that have very little to do with my search preferences. Searching by materials (leather/suede/knit etc.) produce rudimentary results.

The relentless follow up from the consignment people is very annoying- despite writing in all caps to please stop following up (since I do not have clothes that meet your requirements), I continue to get emails offering to book me an appointment. On the other hand, when I emailed to change my delivery address within moments of placing an order- no one responded, it went to the wrong address and was a huge hassle for me to track down. When I finally got a response, customer service was helpful in filing a claim for a lost package but it took a lot of leg work on my end.

My experience has been pleasant, I've both have been a seller and I buyer, both pleasant. Sometimes what you get back in comparison to the purchase price (I'm at 60%) hurts... but there is a ease of use and convenience with their business model that makes the convenience worth not getting as much as you would get using Depop or any other re-seller. The conqueror/home visit model is great from when you don't want to send in or visit their nyc store. They lost one of my packages (it was a return after it was evaluated, that was frustrating, but they did right by me and fully refunded me more then they had initially Quoted for the resell).

Your return policy is becoming more difficult and makes not worth purchasing clothes anymore. If sizes are wrong (and very hard sometimes with discrepancies even in same brand) return fee is too high to justify many purchases I would like to make.

This company has some great products it offers. The staff is extremely articulate in their ability to deliver product knowledge etc. but at times can seem extremely disorganized especially when it comes to communicating with customers.

I schedule an appointment only to find out that they scheduled the appointment in Brooklyn, NY, at my daughters prior residence. I live in California. I have tried rescheduling an appointment here in Santa Barbara, CA. It took week to get a call, the slot did not work for me and now more than a week later I am still waiting to hear what other options are available. Maybe you are just short handed, but trying to sell things with you seems very problematic right now.

I've consigned a few things with The Real Real and have had nothing but issues. The amount of additional fees they take is really disappointing. There is always some "small print" that benefits them. I would not recommend selling through this site. It may seem more high end than some of the other consignment sites but the payout won't be worth the hassle.

There are numerous accounts here of The Real Real selling fakes, and if you want more, go search The Purse Forum for the company's name + fake. Not only do they sell fakes, they re-list fakes after they've been notified. Disgusting.

I made the mistake of consigning some authentic goods of my own, under the assumption that they would list them for comparable prices to the ones the list the same items for all the time. How wrong I was. The idiots that work there can't tell the difference between an evening gown and a maxi dress, and I ended up with less than $120 for a $4500 Alexander McQueen dress.

These people want your items to sell in bulk to line their pockets. They will do anything to make even a single dollar. Steer clear of these devious people!

I sent several high end items in early December. Many are still not active. I also received notification that an item was being returned after 10 days. So, to me that mean someone wore it and is done with it. I will not use this service again,

Love the Real Real shopping experience. For those with the time and patience to browse the huge inventory, there are lots of great finds. Once you place your order, the order system is super efficient with notifications of shipments, partial or full, tracking information, etc. I almost never buy new anymore unless it's for very specific items and staples like socks & underwear!

Able to find great pieces if you're willing to put in time everyday to look. First come, first serve. Love the payment plan. Customer service however, needs to be better. I've called and whomever handles the customers via phone, sounds like they hate life. No social skills at all. And the sad part is it's always someone different, yet they all seem like they'd rather be doing something else. They don't follow up via emails, so calling is the best option...

Twice now I have bought jackets here where the sizing and description were completely off. I'm a large and ordered two different jackets that were supposed to be large and got a small and an XL. Not sure why things aren't verified before they send them out or list them. I've noticed jeans on their site are usually listed as the wrong size of what they are. Very annoying. At least post pictures of the size on the jacket so we can confirm before buying.

I've been customer since 2013. I've seen how quality of clothes has declined the past 16 months. Items are dirty, have stains, missing buttons etc. None of these have been mentioned in descriptions. Last week I returned Dior's silk robe which was in a very bad condition. It was listed again (after my return) as good quality. The fabric was worn out and dirty plus the belt was hanging (2/3 of stitches were missing). An item like this should have never been accepted in the first place not to mention listed again. The decreased quality is very sad to seen. It's also a question of trust ie can I trust your product descriptions. Right now I don't.