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The RealReal has a rating of 2.4 stars from 5,304 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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I have been a big seller and buyer on The Real Real since the beginning of the company in 2015! I have made about $400,000 selling pieces that I was not going to wear again. Also, I am a buyer of mostly "pristine" and "excellent" items on consignment. There are so many people who buy things and not wear/use them at all, and sell them new in the box with tags!
Therealreal is a scam. They take high-value items for consignment and list them at ridiculously low prices, allowing their internal employees to steal them from online clients' carts or even after payments have been made. They cancel transactions and resale the items to their friends, who then post them on eBay for a profit. Please do not consign with this company; you will receive almost nothing for your high-value stuff. The company has no control over their employees, so employees do whatever they want, including defrauding their customers and running a side business for themselves
Both these inquiries are rather important to me and I still have had no real response to either. It's really off putting and frustrating. Especially since one inquiry is about valuable items that were sent to the wrong address that I did not provide.
Date of experience: October 12, 2021
I dropped off four items, all four brand new (w/o tags). They don't give you any idea what they will sell for. They put one of the items on sale less than a week after it was listed. The other two were priced so far below what they were worth as to be laughable. Their customer service is terrible. I asked for three of the items back over a week ago and have heard nothing. I contacted them today, and it took nearly forty minutes to be told I'd get them back in a week with no tracking numbers. One item, a $1500 Ferragamo bag they say in not in their system. Life WTF? DON'T SELL WITH THEM.
Tip for consumers:
Make sure you get some realistic idea of what they will price your item at and the shortest length of time between listing and discount.
Products used:
Their consignment service.
Date of experience: December 19, 2022
Great shopping experience overall, and free in-store returns (for those who live in LA) are a plus.
However:
1) the return window (15 days) is too tight.
2) I received a clearly defective item. I decided to keep it because it can be fixed, but I think defective items should be clearly marked as such (and maybe sold for a lower price).
Date of experience: November 26, 2019
The representative comes to my apartment, looks over my items, walks out with bags full of designer merchandise. Almost immediately the first item sells - a Supreme item that is easily valued at $1,200. Before the item hits the website, it's been sold for a measly $345! Someone that works at The Real Real just got themselves quite a bargain! A few of my remaining items were arbitrarily priced and are now posted on the website. A half dozen other items were rejected. I've seen nothing of them in weeks, despite requesting them being returned.
Date of experience: December 16, 2019
Hello Bob,
Thank you very much for your feedback.
We sincerely apologize that you were not satisfied so far with your most recent experience consigning with us at The RealReal. In terms of the Supreme ashtray, we see that a Consignor Relations agent was able to accommodate with a commission adjustment for the sold item. As far as the items that were reject, we see that they were delivered back to you via the tracking number provided in the email another CR agent sent you. We are reaching out to our Consignor Relations team to follow up with you in regards to the remaining items you are consigning with us.
Please have a wonderful holiday season!
I purchased two pair of Salvatore Ferragamo shoes. The sandal was 2 sizes too small. In my area, there were no available printers to print the label! Now, I'm stuck with a small sandal that I paid for! All because it was not returned in specific time frame!
Date of experience: June 1, 2021
After being disappointed with earrings that seemed not matched and didn't close, I must say I was attended to very well by customer service. While I meticulously followed there instructions, I was given tracking info so I would know when they received the packaged and notified that it was processed and I would receive a refund--all within a couple of days. Impressed. They also gave me a significant courtesy credit, making it difficult not to give them another chance. While I like the negotiating and personal forum you get with Poshmark, therealreal has been impressive with this situation and I will give them another chance I think
* The RealReal attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: March 21, 2018
I haven't gotten my item yet but, compared to Poshmark, sneaky and deceptive. Shipping is double Poshmark. For some reason items get taxed, here, but not on Poshmark. Also, therealreal adds a tax on shipping which you don't see until it shows up on your credit card. Legally within their rights but just icky. I don't see it anywhere on any other similar site. I just don't like this. Will stick to Poshmark
Date of experience: March 17, 2018
I lost my beloved cats eye Chanel glasses purchased in Paris. I wanted to replace them but did not want to spend over $400 sunglasses at this time. I found a great pair on the Real Real. They were in perfect condition and arrived in two days. Happy!
Date of experience: February 9, 2021
I sent back a Michael Kors bag and an Arche bag. For some reason the packing slip showed 9 bags.
The box was received in your warehouse on Oct. 1, but there is no further information.
If this is too much of a problem for Real Real to handle, please send them both back.
I had a similar problem several months ago.
Date of experience: October 10, 2021
Hi Hilary, our team would be more than happy to assist in returning your items back to you. Please email us at customerservice@therealreal.com with your consignor ID and the items you'd like returned.
I recently tried to work with Therealreal. I have proof of authenticity of my items, which many were gifts from family and/or vintage pieces. They kept my items saying "questionable authenticity" and not authentic…. Again who would send something knowing it was fake…. Not me again I have proof authenticity. They will not give me back my items unless I provide proof of purchase again these are vintage and from my grandmother. They keep stating policy but when I provided my 27 items to them they didn't say anything about keeping your items and the fact that another rebuttable company authenticated but yet they still won't return. I have retained and attorney. Do not send your items to them. Beware.
Tip for consumers:
Do not send your items to the real real, they are fraudulent.
Products used:
They kept all my items even with my proof of authenticity saying it’s not real…… they will not give back….. I have retained and attorney.
Date of experience: October 25, 2022
What a great find, you can get designer clothes at the price of department stores clothes. Shipping was fast ( you do have to pay taxes and import fees to Canada) merchandise was as described. Will certainly use it again.
Date of experience: April 14, 2021
Has anyone out there consigned designer watches? Would like to hear comments. I'm concerned about sending them off & them not getting online or sold at a ridiculously low price in one of their sales. They said they would even replace batteries at no cost to me. My question also is…. Are the people who handle the hi end watches reliable? I've had to send my watches to Switzerland for batteries in the past - to maintain their authenticity.
Date of experience: May 1, 2015
I have been a trusting, satisfied customer for some time now. On my recent purchase of Gucci riding boots, I was very satisfied until I could read through the black magic marker scribbled on the box. It showed a price of 245 US dollars. I paid over 1000. 00. What the? Now I question their authenticity and wonder whats going on? They look real but they also look brand new - never worn at all... Now I am hesitant...
Date of experience: March 5, 2021
Sent in a vintage Gucci silk scarf - pristine condition. Took them 23 days to process it and there is a "large hole" in it now. Fantastic!
Can't wait to receive my destroyed item back from their white glove experts.
Date of experience: December 2, 2020
Customer Service and consignment dept. is very difficult to work with. Most of my items listed were done as "get paid now" and I had to make numerous calls to properly define and depict accurately was was for sale. Also on my consignment account they put wrong items. My consignment manager Rachel Ace only answers with "I do not know" or " I am busy". Please be very cautious in considering to do any business with this firm..
Date of experience: June 21, 2022
I brought 5 pair of shoes on February to Brentwood location. They gave me " funny " prices: for an example: for almost new shoes for 1800$ They offered 500$ total: 100$ to me …store commission 400$! What!? Ok, I decided to cancel this operation and., it's a may! They still didn't sent it back! They didn't return my iteams, they just hold it on facility! I tried to reach them but nothing … I need to wait 4 th month for my stuff. So disappointed! Terrible experience, awful company
Date of experience: May 9, 2022
I have used this site regularly as a purchaser and have been very satisfied with not only the merchandise received but the level of customer service as well! Keeping in mind that it is second hand items that are viewed only by a few photos it can not be expected that every transaction will be flawless but in my experience they do go above and beyond to resolve any disputes.
Date of experience: September 3, 2017
Just had my Moussy Vintage never worn jeans returned to me as unable to consign, due to interior staining. The interior stains were the manufactures imprinting of the style and size! Are real people listing these items?!?
Date of experience: September 17, 2022
There used to be more discounts for loyal customers which I am one of for sure.
I haven't seen a discount email in a long long time.
Not very happy with that
Also I'd like to start selling but is there anyway you can make it easier? Can you come pick up from my door?
Date of experience: October 1, 2021
Hi John, the best way to stay in the loop on our latest promotions is to sign up for our emails (just go to your Account Info>>Preferences). We'd also be more than happy to help schedule a free at home consignment appointment for you -- DM us on social media with your contact information.
Used products are not subject to customs fees in Canada. I bought several products for total over $800, but UPS charged me for $250. It's the worst shopping experience ever. I thought TheRealReal is one of the best pre-owned luxury website, but now I am afraid of buying anything from here. Its just too ridiculous.
* The RealReal attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: July 8, 2020
Terrible. I didn't receive my item and they didn't fully refund me. I ordered something and after 3 weeks it didn't show up. I contacted customer service and they said the item was still on its way. Then I checked the tracking number which DHL said was invalid. They said they would refund me but did not refund the full amount. I sent them screenshots of the different amounts and they refunded me. 8 emails later, I'm out $20, I have no item, and not even a coupon code for the whole run around.
Products used:
Purse
Date of experience: June 8, 2023
Purchased Gucci sandals in April, sandals fell apart in August, contacted Real Real to give them a chance to fix problem, see attachment on their decision. Be aware and stay aware, once money made they care less about what happened afterwards.
Products used:
Shoes
Date of experience: August 22, 2023
The good: 2 pairs of boots were as listed.
The bad: leggings arrived with holes and stretched out; were listed in excellent condition. And I had to pay for return shipping even with the bad listing and product.
Also received the wrong dress that was stained and smelly. Again they asked I pay return shipping on something I didn't order. The kicker is I still haven't received a refund or the correct dress (which I've tried to cancel).
I think this will be the last time I use this site. The quality control doesn't exist anymore and it's no longer worth it.
Date of experience: December 1, 2021
Hi Elizabeth, we're so sorry to hear your order arrived to you in that condition and we'd be more than happy to refund you for the shipping cost of the leggings. For the incorrect dress, please send our team a DM on social media so we can assist you with this.
Wrong size sent, customer service is non existent. They want you to text an cs agent—the wait is still crazy long— and they are terrible! They know nothing! And this is EVERY ORDER! Plus they blow up your email and text with messages but when it comes to a store credit earned through a promotion they don't send it! If you call (takes you hours) they say oh check junk folder…. Horrible service and company and now they have hiked prices above retail! Yuk
Date of experience: November 1, 2021
Hi Lola, we're so sorry for your experience with us and truly appreciate you sharing this feedback with us. If there is anything we're able to help you with, please reach out to our team on social media with your account details.
I previously worked at TheRealReal and one reason I left is because I was asked to appraise and "authenticate" big brand name pieces with little or in some cases no training on how to do so. If you have purchased anything from the company, I highly recommend taking it into the brand store to be authenticated. Some pieces are real, but plenty are not.
Date of experience: March 3, 2016
I signed on to TheRealReal to consider doing business with them. The multiple daily emails annoyed me so much I asked to be taken off their list. Now every morning I receive even more annoying, a text message. Four emails later, they STILL say they cannot find a record of my phone number and the texts continue. Either their records are a real real mess or they are not being thorough and honest. At any rate I would never recommend doing business with them!
Date of experience: March 20, 2015
Hi Sandra,
I confirmed with our Marketing department that we don't send text messages to our customers at all. Nor do we send text updates for any transactional purposes. So I'm not sure where those are coming from. The twice daily emails, for our customers who are opted in, is a core part of the way our business works, as we have flash sales starting at 7am and 4pm Pacific time, which is where we feature the new consignment products that we've brought in. If you'd prefer not to get the emails, then you can opt out, just as you did.
Stan G
Director of Customer Service
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 Jenn, sorry our team has not gotten back to you yet. Please DM us on social media with your info and any questions you have so we can help right away.