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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!
Fabulous service from start to finish and quick delivery to the UK.
Would definitely recommend and be purchasing from you again.
Date of experience: February 8, 2021
We shop here often. I have never made a return so I'm not sure how easy the process is but the selection, purchase, and delivery process is easy.
Date of experience: November 4, 2021
I love this site! I get lots of complaints on the hand bags that I have bought. I tell everyone about this site and what is sold.
Date of experience: January 1, 2022
I want to note that the website is very easy to use, easy to place an order, the clothes are very high quality and comfortable, thank you
Date of experience: January 14, 2022
Have had nothing but a positive experience from the quality of the product bought to the timeliness in receiving it on the other side of the world!
Date of experience: February 1, 2022
I like the selection they have, but it is a miss or hit which is find for me. That is the thrill of hunting for a deal!
Date of experience: November 3, 2020
Wonderful products and great customer services and always love looking at the new products that you add
Date of experience: January 8, 2020
My order was missing and the team at the Real Real locates my item and delivered it within 2 days
Great job! Thank you
Date of experience: September 8, 2020
I feel as though shipping could be faster. I also feel that items that are purchased could come with some sort of authentication certificate.
Date of experience: July 1, 2021
Per The Real Real's policy, if you request your item to be returned to you, they are required to unlist the item and send it back to you if it has not yet been sold. On May 21st, 2021, I was feeling sentimental about a bag that I had listed but had not yet been sold. A Real Real service Rep had given me email confirmation that my Chanel bag was unlisted and I would receive tracking info it is being shipped back to me shortly.
To my very unpleasant surprise, on June 9th I received an email that the same bag that should have been on it's way to me had been sold to another customer! When I frantically called customer service, I was given the run around that they made a mistake and never unlisted my bag. To try and make amends I was promised 100% commission when all I wanted was my bag back. After several weeks, they never updated the commission rate and are now saying we will only give you 85%.
I actually only want my bag back and this whole situation is completely unacceptable. They have kept me in limbo for 3 or 4 weeks and I have to chase and call and email, stay on hold for hours. My calls gets dropped and I'm repeating myself over and over again... It's extremely frustrating and all the while, the mistake was on their part.
This has been the most traumatic online retail experience I have ever experienced--such an extreme disregard for customers. The Real Real pays no attention to customer service ticket turnaround time and the consignor department is unorganized with and all around lack of professionalism. You may as well do all the work yourself and post on poshmark.
I am not one to sit and write online reviews as I have young children and many responsibilities. I wholeheartedly DO NOT recommend this website for any purpose! It's just not worth the lack of care and accountability.
Date of experience: July 1, 2021
The jumpsuit arrived with a button missing, the glasses had marks all over the lenses. Not impressed
Tip for consumers:
Not all the items have accurate descriptions.
Products used:
Sweater
Date of experience: July 4, 2021
I sent back an item to return and they will not give me my money because they say I sent the wrong item! Unbelievable
Date of experience: April 14, 2021
I bought adidas sneakers, thought they were women's but they were men's, not on the site. I had to return them. Not really fair
Date of experience: February 11, 2021
She was very helpful, immediately understanding the problem and issue. Very capable and knowledgeable of systems operations
Date of experience: February 22, 2021
Great customer service helping me with my first real real purchase. Helpful and very friendly and personable. Like a real real person... Thank you!
Date of experience: March 10, 2018
Purchasing and consigning is effortless with high class customer service to match there high class merchandise... period...!
Date of experience: August 13, 2020
Worth exploring - and worth every penny. Not a bad purchase yet. Reliable and fast - with excellent selection.
Date of experience: February 8, 2021
Excellent service in this online store, excellent customer service, a huge selection of high-quality and stylish clothes
Date of experience: February 8, 2022
Excellent quality of clothes, everything is very beautiful and stylish, I like to buy in your online store, everything is fast and high quality
Date of experience: February 4, 2022
Outstanding experience each and every time! The buying experience is seamless with competitive pricing and expedited shipping.
Date of experience: February 22, 2021
I purchased Gucci sunglasses... everything was perfect! Perfect condition, very fast shipping. I could not be happier.
Date of experience: January 11, 2021
I keep finding the most beautiful pieces on TRR, and with such fabulous quality designer lines at such reasonable prices!
Date of experience: January 1, 2022
I have shopped several luxury resale sites as well as stores, but The RealReal is one of my very favorites!
Date of experience: February 26, 2021
After reading many negative reviews, I was so struggle if I should send my coats for consigning. Finally I decided to give it a try and I made a good decision. They processed my stuffs for selling in 1 week. After a week or two, 2 of my coats were sold. I was surprised that they sold my coats that fast. I knew if I sell my coats at Ebay, I would not sell them quickly in great prices. Though they charged me 40% commission, I didn't do anything but just sit and wait. And they do the rest.
Updated note: All four of my coats were sold in a month. My first check was received and the second check is followed. I have no horrible experiences with The Real Real like what other consignors did. I believe that the reasons why many consignors have bad experiences are because they DON'T READ the consignment terms before sending their stuffs to The Real Real. Let me point them out...
1. Some people complained therealreal hold their stuffs for a long time and doesn't list them for selling and then mail them back to them. (The truth is therealreal has a list where you can see what brands of stuffs they want, so don't send them stuffs unwanted.)
2. Some people complained they have sold the stuffs, but don't send them a check (The truth is therealreal issues payment for Commissions on the 15th day of every month, if your items are sold on 16th, you are expected to receive the payment in a month.)
3. Some people complained therealreal sets the price too low while their designer stuffs are brand new with tags. (The truth is you might think your designer bag worth $800, but that's your own thought. It's all about marketing demand. Don't expect you buy a handbag $1000, have it sat in your closet for ages brand new, and then can sell it out $800. Fashion stuffs depreciate quite that dramatically)
4. Some people complained therealreal rips them off by sending them 45% of commission payment instead of 60%. (The truth is therealreal sometimes puts the items on promotion in order to attract more buyers. Let say if there is 15% off for buyers and your stuffs are sold in the promotion periods, your commission will be 60% - 15% = 45%. So be prepared and don't expect you will get 60% commission at the end.)
Date of experience: August 26, 2015
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...
