The RealReal

I had a horrible experience. They did not show one of my items correctly and never did anything about it. You can never get a hole of customer service, they just send the same generic email that they're working to get the issue resolved but it never happened. Pricing on items and commission rates are ridiculous. They are not accurate. Pictures show my top as it was listed, and how it was supposed to look. Big difference

I feel compelled to write and be honest about what has been happening with this company in the last year. I have no idea what happened but this company has done a complete 180. First of all, prices have dramatically increased. I have no problem with pricing if the item is fairly priced. I have gotten several defective, fake, and misrepresented items. Whoever is assessing the merchandise are missing obvious flaws. A total waste of time and money when you have to ship it back. I would NEVER buy a handbag since it is final sale and you're stuck. However, when you spend a great deal on shipping and it comes totally different that the pictures and website description I have an issue with that. This company needs a complete overhaul.

No one got back to me, after 30 minutes on the phone. Still waiting. Years of bad customer service. Love the product. Just hope you never have an issue or need customer service or buy a watch that needs authentication.

I shop at the Real/Real all the time. However, I must acknowledge and recognize how much I respect and appreciate their honesty, transparency and timely processing of refunds, should one take place. They also have a great customer service team who responds to any telephonic inquires. Thank you all!

I have consigned with them. This will be my last time. I find that I can do better on my own or using other consignment shops. The sales prices achieved are dismal, if they can even sell an item. Now they have 6 items of mine, and haven't sold any in 3 months. I have to wait another 3 months for their return.

Sent a set of vintage silverware in original box. It was returned despite being pre approved. Item was returned completely damaged box smashed. They repurchased the box at $100 well under the value and then took 60% of the "sale". Oh they gave me "store credit"
To compensate me. Ridiculous

I have ordered from The Real Real 13 times and have had some luck. I really enjoy finding clothing brands that are not readily found at the local mall. I have found some bargains as well. Don't look at the sizes, every brand is different, rather shop by your measurements.
I have had some problems. Sometimes the measurements listed are incorrect. I received a shirt once with no tag. I called the call line and only received store credit. Every clothing item has a tag. If the tag is removed you cannot return the item. Today I received a winter coat where the tag was place directly through the center of the sleeve! I am unable to get my arm into the coat without removing the tag! Finally I received a "new" ST John sweater with original tags. I wore it and found that there were several holes in the sweater! Since the tag was removed The real real gave me $20.00 store credit. This was not fair. While deals are to be found remember that postage for shipping and returns add up.

I purchased an item that was nothing like the description. I honestly do not know how they can sell items in such bad shape and categorize them as "very good condition". The item was poor condition at best. I would be very weary of the no return policy.
Customer service could care less. I guess they have gotten to the point where they do not care if they lose business. Greed will make a business fall just as fast as it grew.

This company is so large and receives so many items. If something is lost, a price is made up! Example: leather Kate Spade handbag new with tags and in original box was lost and sold as a plastic purse. RR assigned a price of of $45. And then took their commission. Whenever I have questions, I am told the department will be notified of the problem and two weeks later nothing is resolved. All I want is the rest of items to be sold and items that were not taken to be returned to me. Ie: sterling silver sugar tongs, Rosenthal pieces and jade earrings. All I can say, all runs smoothly until you hit a snag. I will NEVER consign again. Seller beware!

I like the site and have been happy with all my purchases thus far, however, given the recent revelations regarding your authentication process I would like more transparency regarding how items were verified. Additionally, i would love the option to sort by seasons since i really loved tom fords gucci collections and prefer it to Alessandro Michele's current run of, gaudy, tacky pieces.

Often items are new with original tags attached--at a fraction of their new price. The quality is as described and usually the item is returnable if it doesn't fit or meet expectations. I have found some real treasures on this site! Customer service is great and the First Look monthly program is definitely worth the $10.

I've had some good experiences and some bad experiences with them. Took months and multiple calls and emails to get a refund for counterfeit items once, but also pretty quick response for others. They did ultimately refund me for an item I purchased years ago after I had it authenticated, so it could be worse (e.g. Vestiaire Collective who refused to refund me even though i had a third party authentication service say something was fake immediately after I received it). Always get items from here independently authenticated if they're expensive. I treat it like ebay. There are some good deals though and I do still shop here a lot

As always, theRealReal is great at proving that companies are still human. When I have questions about purchasing or consigning, a real person gets back to me. When my coupon expired before I was able to use it, they extended the availability so I could use it. Previously, an item I purchased was not actually in inventory, so they credited my card for the amount and gave me a credit as an apology. Plus, every time I go to consign in person, I get real honest information that doesn't feel like they're just trying to make money.

I ordered an item as a Christmas gift. I had recently moved, and didn't realize the shipping address was not updated when I submitted my order. I realized this literally less than 60 seconds after the order was placed. So, I immediately went back to the website, updated the shipping address on both my account AND the order. I did this before the order had even been processed. The order was still sent to the wrong address. As it was not the correct address, the item was returned to TRR warehouse. It was then shipped a 2nd time, again to the wrong address. The entire time this was playing out, I was in contact with TRR customer service...who kept blowing smoke up my $#*!. When it was all said and done, they took (and kept) my money, refused to help remedy the situation, and I never received the item I ordered. This is by far the most sketchy and dishonest company I've ever dealt with.

I have been waiting over a month for a refund on a pair of boots that were sent back in the same
Box as second pair that I received refund.
No one seems to know where they are and continue to get different answers.

I ordered several items and was surprised at their arrival—the photos on the site did not accurately portray the purse and the sweater. And since there's a window before one can return items, I'm stuck with these two items; I gave them away. Also, it's unfortunate they don't mail to PO Boxes.

Do not sell your items with them. There commission percentage is ridiculous high and not worth it. I sent in my mint condition Louis Vuitton scarf for them to say I'll get $200 back from them after commission?!?!?! Unbelievable. They also lost my Louis Vuitton tag that I received when buying it from LV. Horrible customer service the women hung up on me after I explained what happened.

Last pair of shorts i about had the pockets cut out and serious non-professional alterations made to them. Item was described as being in "very good" condition. The site is peddling garbage that is not actually checked for quality before being listed and sold. I refuse to buy from this site again.

I gave a $3,000 coat and we agreed that item was not to be sold for less than $1,000 -- well they sold it for $1,095 but gave buyer an 80% discount and pay me $160! I am still waiting for supervisor call - which ai dont care I want my money per agreement

I purchased two Gucci handbags which turned out to be fakes! As soon as I received them I noticed it right away! No trademark, cheap looking fabric, and the hardware was even wrong! I rated at a 1 because 0 was not an option!

Customer service is much better than it used to be. Every item I purchased with the exception of chanel sunglasses was in pristine condition. Everything has also been 100% authentic. The shipping however is ridiculous. For the price we pay for the items shipping should be two day delivery not a week. It should not take a week to ship something from their warehouse in New Jersey to Los Angeles. Need to work on fixing the shipping time. Other than that, I probably would not purchase anything pre loved from anywhere else.

They sold my luxury items for 4% NOT 40 % or 55% as advertised. They damaged most other clothes and sent them back filthy and ripped with tags off and so I can't sell them.
I have contacted the better business bureau.
They 100% ignore your emails and calls and desperate pleas to get your items back then you see that they sold them for super low prices and give you a few pennies.
HORRIBLE. This company owes me at least $2,000.

They never answer, never return calls. Sent shoes with dog poo on them. I know another place that cleans, irons and steams clothing before they sell them. I always do that before I even send anything in but seems like no one else does. Items are consistently dirty. Commission is too low.