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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!
Like that it provides an easy platform for consignment. I've sent my items to them, it was easy to track activities. I've never bought anything on there so I can't comment on the buyers' side. However I'm deleting my account at the realreal permanently because of their poor customer service. Not only did they give me wrong information, miscommunicate internally, and gave me attitude on the phone, they never solved my problem after many email back and forth and phone calls. (not receiving my commission, which is, one could argue the single biggest issue an consignor could have). For a company that relies on consignors to provide their inventory, I'd say this is a miss as a business. Having raised $170 M in total, investors clearly have faith in it. Competitions are already popping up (ThredUp is launching Luxe). The business model doesn't have anything unique to it. In this day and age it's the customer experience that distinguishes good and bad. I will not be a consignor at the realreal, and will not recommend any friends to be.
Update: on the day I wrote this review, the realreal contacted me and sent a check the same day. I appreciate that it was resolved with urgency. However, it should not have taken a negative review online to have it resolved. There could be many reasons why things didn't work as expected. But it is not a customer's responsibility to figure it out. The customer service did not resolve with urgency, did not care if the info was accurate, and the last call I had I received some bad attitude. That, unfortunately is not a business I want to work with. I'd be concerned that if anything were to go wrong again I'd have to deal with the customer service. You are a dealer in the luxury business, figure out how to have luxury customer service. Read a case study or two on Nordstrom, you might learn something about how to have lasting success in the retail world.
Date of experience: August 1, 2017
There was a bit of a wait to speak to a customer service rep, but she was super-helpful and generously reinstated a coupon I missed by a few hours!
Date of experience: May 12, 2018
I found the best deal of Gucci shoes. So in love with the shoes I order! I also got 3 purses one Gucci and 2 LV super in love. Thank you
Date of experience: January 12, 2020
I've sold some items on the real real. Every time I log on I have to "verify" my account. I still don't have my money for my sales. It's been months.
Date of experience: July 1, 2021
I still don't have my packages. I wrote the Real Real and never heard back. I've never been refunded either.
Date of experience: February 23, 2021
I love the Real Real; green and affordable. What's not to like? Also SAFE way to shop during the pandemic.
Date of experience: June 29, 2020
Love The Real Real! I've bought from this site many times and I'm always happy with the quality and value.
Date of experience: March 8, 2021
Great shopping experience! The choices are extensive and the prices are amazing. Had to return an item that was too large, and that was really easy.
Date of experience: November 30, 2020
Great packaging and shipping time! The clothing options are plenteous and the measurements provided are very helpful for unfamiliar styles
Date of experience: December 15, 2020
Title says it all. Everything I have ordered has been as new. I have never been happier with any merchant!
Date of experience: March 23, 2020
Hello Brian, thank you very much for shopping with The RealReal. We sincerely appreciate your feedback about your shopping experience. Please feel free to send us a private message if you need assistance with anything else. We wish you well.
All items come right on time, all my items are very high good quality no lie, and for a very good price. Love the Real real
Tip for consumers:
Choose right, they have so much and for every occasion
Products used:
Shoes, bags
Date of experience: August 4, 2021
They provide excellent customer service to loyal customers by going out of their way to tale care of customer requests.
Date of experience: June 2, 2020
Got a beautiful David Yurman gently used ring at a Great price! Easy to purchase, arrived quickly, great value. So easy to shop the Real real!
Date of experience: October 24, 2020
Perfect no hassle purchase Love the purse which included a card case (in pink. Like the lining of the purse) and a LV little zip case
Date of experience: August 30, 2021
Hi Ann, we're so happy to hear you love your purchase. We can't wait to shop again with you soon!
I absolutely love the Real Real and everything I have purchased there. It's an amazing selection and experience.
Thank you!
Date of experience: June 7, 2020
I have consigned and sold over $20k and the level of poor customer service a woman named Angela has done is unbelievable. I got unlucky with my last consignment I did where the warehouse lost it and took them 1 month to find. This consignment they lost was worth at least $3,500. A representative named Angela was assigned to me and has yet done anything helpful. This woman takes days for a response and yet no solution has been made! I tried to CC the consignment customer service email and general customer service email to show them how horrible my never ending issues have never been solved because of this woman. This was been going for 2 months now! Its so exhausting!
Issues:
1. The warehouse lost my consignment and takes a month to find it
2. Finalizing prices is taking an additional month and it is still not complete and yet taking too long!
3. my commission is never correct and I have been trying to get it fixed but no one has fixed it after trying for so long
4. The expert in charge of pricing my items is pricing them extremely low yet there are used ones listed for more than mine on the website? And just a reminder, these items are in super high demand and ALWAYS sells very quickly with its actual retail price AND over the retail price.
5. The lingering communication... this is all taking too long! I have sold over $20k... this is not the service I would expect from RealReal...
6. Never gave me a tracking number for sunglasses that are being returned to me
7. Angela Completely removed all items from my last consignment that was first lost and were finalizing pricing... without my permission!
PLEASE SOMEONE FROM REALREAL HELP ME! I need help so badly and my experiencing has been awful with this representative I have been assigned with. The level of stress with this woman is beyond...
Date of experience: September 8, 2021
Hi Nadia, we're truly sorry for your experience with us and we'd be more than happy to help resolve this for you. Please send us a DM on social media with your info so we can look into this right away.
The product I purchased was in the exact condition described and the shipping was super fast and well packaged. I am very happy with my experience
Date of experience: February 8, 2021
No one has responded to emails - they said they were going to elevate the case to the factory that was 72 hours ago.
Date of experience: May 1, 2021
I was happy with the shoes I ordered. I didn't care much for bags sent in. But the shoes are nice and new.
Date of experience: January 9, 2020
My experience has been excellent, the description of the items is accurate, the quality is very good, orders arrive promptly, love the sales!
Date of experience: January 8, 2020
Love purchasing wonderful pieces for a great price. This piece will be a lifelong piece.
When I have a question - service is great
Date of experience: November 16, 2020
I Love the shoes and I'm hooked. I spend hours at night looking at all those beautiful shoes that I dreaming walking on.
Date of experience: July 1, 2021
I had some questions about some refunds and the representative was extremely helpful, patient and provided me with all the information I needed.
Date of experience: July 4, 2021
I have not had a disappointment in all the time I have been buying from the Real Real. Always please with my purchases.
Date of experience: October 1, 2021
Thank you for sharing your experience with us. See you again soon!
The Real Real was amazing! Customer service was top notch in helping with our problem. You have a customer for life. Thank you!
Date of experience: March 27, 2018
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 Nicole,
Thank you for sharing your recent experience. We are pleased to hear you were able to reinstate your coupon.
Happy shopping!