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    The RealReal

The RealReal

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Overview

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.

  • Service
    670
  • Value
    644
  • Shipping
    608
  • Returns
    535
  • Quality
    583

Proactively asks for customer feedback

This company does not typically respond to reviews

Positive reviews (last 12 months): 10.9%
Positive
11
Neutral
2
Negative
88
View ratings trends
602
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How would you rate The RealReal?
Top Positive Review

“Returns a bit pricey”

Claudia M.
9/2/24

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.

Date of experience: 9/2/24
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Top Critical Review

“Awful experience”

Chris T.
11/17/24

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!

Date of experience: 11/17/24
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Reviews (5,302)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (1430) store credit (56) shopping experience (80) return policy (79) quality items (47) quality products (24)
Thumbnail of user monicas124
Minnesota
1 review
0 helpful votes
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April 29th, 2018
Verified purchase

Amazing service. Went above and beyond to help me cancel my order. Courteous and eager to help. Very understanding. Really appreciate her help!

Date of experience: April 27, 2018

Thumbnail of user ther1016
TRR S. – The RealReal Rep

Hi Monica,

We sincerely appreciate you taking the time to share your feedback with us.

We look forward to assisting you in the future!

Thumbnail of user laurenb275
Washington
1 review
0 helpful votes
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November 30th, 2019
Verified purchase

I appreciate Jessica listening to me and helping me. And I also received a call back in a time period shorter than expected.

Date of experience: November 30, 2019

Thumbnail of user rickt172
Texas
1 review
0 helpful votes
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January 12th, 2020
Verified purchase

Positive experience and great customer service.
Fast shipping and tracking info made for a great transaction.

Date of experience: January 12, 2020

Thumbnail of user marial1063
Namibia
1 review
0 helpful votes
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August 15th, 2020
Verified purchase

Very pleasant and satisfactory. Parcels are send out in a very short period. Notifications are prompt

Date of experience: August 15, 2020

Thumbnail of user valeriam33
Italy
1 review
0 helpful votes
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September 8th, 2020
Verified purchase

The product was in perfect condition, arrived the time i was expecting it. The payment was safe and smooth. I will buy new things soon!

Date of experience: September 8, 2020

Thumbnail of user karinan21
California
1 review
0 helpful votes
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May 5th, 2021
Verified purchase

I order a ring few days ago and still haven't received it! I contact them and still haven't hear anything from them about the investigation

Date of experience: February 22, 2021

Thumbnail of user elizabetha600
Alaska
1 review
0 helpful votes
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June 15th, 2020
Verified purchase

I had an issue with what I received and the description. The folks I spoke to were kind, open and honest and most importantly helpful!

Date of experience: June 15, 2020

Thumbnail of user wyleshag
Texas
1 review
0 helpful votes
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September 11th, 2018
Verified purchase

She was very attentive and concern in regards to my issue. She immediately tried her best to help me and succeeded. Very courteous and professional.

Date of experience: September 10, 2018

Thumbnail of user ther1016
TRR S. – The RealReal Rep

Hey Wylesha,

Thank you for sharing your feedback with us.

We look forward to working with you in the future!

Thumbnail of user karenw1010
Kansas
1 review
0 helpful votes
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May 22nd, 2020
Verified purchase

I have ordered many items from The Real Real and have always been pleased. I have only returned one item and it was very easy.

Date of experience: May 22, 2020

Thumbnail of user debbief350
Florida
1 review
0 helpful votes
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October 1st, 2021
Verified purchase

I had a problem with a delivery. Which was the
Delivery service not the store's problem.
They went beyond to help me resolve my problem

Date of experience: October 1, 2021

Thumbnail of user ther1016
TRR S. – The RealReal Rep

We're so happy our team was able to help, Debbie. Thank you for sharing your experience with us.

Thumbnail of user emmanuels24
New Zealand
1 review
0 helpful votes
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October 17th, 2018

Very friendly staff and great customer service! Happy to use this they provide their best service to every customer i will recommend to every one!

Date of experience: October 15, 2018

Thumbnail of user wendyl512
New York
1 review
0 helpful votes
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December 1st, 2021
Verified purchase

Impossible to reach someone and Nothing done. I am a good customer and should be able to speak to a human to fix my issue.

Date of experience: November 1, 2021

Thumbnail of user ther1016
TRR S. – The RealReal Rep

Hi Wendy, we're so sorry you were not able to get in touch with a member of our team. Please reach out to us on social media with your contact details so we can have our team give you a call.

Thumbnail of user kg260
KN
1 review
0 helpful votes
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January 31st, 2022
Verified purchase

Prices are not reflective of a consignment item. Often can find a similar price for a new item of the same brand

Date of experience: January 1, 2022

Thumbnail of user valuedc48
New Jersey
1 review
0 helpful votes
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January 21st, 2020
Verified purchase

Everything about this site is awesome! Love the products, return service is excellent. Everything is just awesome! I look at it everyday!

Date of experience: January 21, 2020

Thumbnail of user ther1016
TRR S. – The RealReal Rep

Hello,

Thank you for sharing your feedback.

We greatly appreciate you taking the time to share your positive experience with us at The RealReal.

If you need further assistance, please let us know.

Thumbnail of user merieng
Belgium
1 review
0 helpful votes
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February 25th, 2021
Verified purchase

The deliveries are quick and nice packed. I like to see all the nice fashion pieces that Real Real have to offer.

Date of experience: February 25, 2021

Thumbnail of user tamarab133
Missouri
1 review
0 helpful votes
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February 5th, 2020
Verified purchase

I can keep what works and easily return what doesn't.It is just that simple and the merchandise is fantastic!

Date of experience: February 5, 2020

Thumbnail of user jenk125
Ireland
1 review
0 helpful votes
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April 15th, 2021
Verified purchase

I was very disappointed when I received my items that I actually paid more that the items value for import tax/ duties.

Date of experience: March 16, 2021

Thumbnail of user danijelad
Illinois
1 review
0 helpful votes
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May 18th, 2020
Verified purchase

She is a very kind and warm person. I enjoy working with her. Her wellness checks with me are warm and thoughtful.

Date of experience: May 18, 2020

Thumbnail of user yongb13
New York
1 review
0 helpful votes
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November 27th, 2019
Verified purchase

The skirt was pretty but the jacket was different from the picture so next time I want a more detailed picture please.

Date of experience: November 26, 2019

Thumbnail of user leshellew
New Jersey
1 review
0 helpful votes
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July 13th, 2020
Verified purchase

Very professional and understanding. My refund was also very quick and back on my card immediately. I love The real real! Thanks

Date of experience: July 13, 2020

Thumbnail of user nikim35
Macao
1 review
0 helpful votes
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August 1st, 2021
Verified purchase

My delivery arrived in the time frame promised and the items in the condition as described. No surprises. Quality goods every time!

Date of experience: August 1, 2021

Thumbnail of user kinjaln
New Jersey
1 review
0 helpful votes
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August 1st, 2021
Verified purchase

The items were exactly as described. It shipped fast and the prices were great for the quality of product.

Date of experience: August 1, 2021

Thumbnail of user melissan820
Florida
1 review
0 helpful votes
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February 1st, 2022
Verified purchase

The sunglasses should have come with the case and did not, they are sold with the case. The purse had a small ink stain on the inside

Date of experience: February 1, 2022

Thumbnail of user audreyb198
California
1 review
0 helpful votes
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April 17th, 2021
Verified purchase

Fast shipping, great quality items, and the condition of the items were true to their descriptions on the website.

Date of experience: April 17, 2021

Thumbnail of user shirinr4
Texas
1 review
0 helpful votes
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July 4th, 2021
Verified purchase

Made me promises and made me stay on the line for 45 minutes or longer and at the end did not deliver.

Date of experience: June 4, 2021

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From the business

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...

Company Representative

Thumbnail of user ther1016
TRR S.
Typically does not respond to reviews

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