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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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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
Visiting the LA location and having to email to resolve a problem was handled very well and professionally. Thank you The Real Real!
Date of experience: October 9, 2020
Never disappointed with any purchase from TRR. Always packaged with care and a joy to receive and open.
Date of experience: January 14, 2021
I'm always satisfied with the service I receive with TRR. Makes me more confident in using the site.
Date of experience: August 29, 2021
Jamillah was very effective! I felt that she was really motivated in helping me with my problem. It was really appreciated!
Thanks!
Date of experience: March 27, 2018
A very big thank you trr I got my package and is very fast shipping and the dresses superb!thank you
Date of experience: September 13, 2023
I love TRR and look forward to shopping from them again and again. My transaction went very smoothly and the ring I bought was amazing!
Date of experience: October 19, 2020
My handbag came in perfect condition and arrived in Scotland from America on time I will shop with real real again
Date of experience: January 26, 2021
Love the fast shipping and receiving of the item Erb shopping here for a few items and always a great purchase
Date of experience: October 5, 2020
The Real real is one my favorite online stores. Jamillia my customer service representative is well informed, patient and amazing. Thanks
Date of experience: March 3, 2018
TRR is efficient, easy to navigate as a seller or buyer that features a high end assortment that is fairly priced.
Date of experience: November 26, 2019
I am most pleased with the purchase I made of a Borsalino hat. The process was easy, the delivery was fast and the item is as described.
Date of experience: November 26, 2019
Items available are amazing g and in great condition. I can confidently purchase items from TRR and know I am getting a great deal on designer items.
Date of experience: November 30, 2019
I couldn't stop looking at a ring. I had it saved as a favorite. Finally I bought it and it was even more beautiful than the picture
Date of experience: July 29, 2020
Great and quick customer service and consigner relations. As a buyer and seller I am very satisfied.
Date of experience: May 18, 2020
The customer service has improved the last few months. It has been great experience shopping at TRR.
Date of experience: September 30, 2018
You have never experienced bad customer service until you deal with the incompetent morons at the realreal.
Date of experience: October 26, 2022
I enjoy looking for designs that express my personality. TRR certainly offers great variety of designs and items that I cannot get enough of.
Date of experience: October 13, 2020
My first review was written on February 11th regarding a jacket I ordered that arrived with a security tag attached to it. I called Customer Service and I was instructed to send the jacket to New Jersey to have the security tag removed. I sent the jacket to New Jersey. Two weeks later, the jacket was returned - with the security tag still attached. The customer service rep I spoke to a second time told me I would have to send it back to New Jersey to have the tag removed and said, "hopefully they can get it right this time." I did send the jacket a second time and 2 weeks later I received with the tag removed. They still owe me a phone call and compensation.
After writing a review, the RealReal responded to my 1 star "Doesn't get any worse than this. Stay away" review stating that they tried reaching out to me several times and the call was disconnected. THIS IS A LIE. I have given this company my cell phone number 3 times and they have NEVER contacted me. Their response to my reviews and comments are disguised as if they are taking care of the issue and they are not! I am still waiting for customer service to call me... Do NOT believe their customer review responses. They spin it as if they have taken care of the issues and they have not. I have noticed that other reviewers have had similar experiences... I am thinking we should ban together with our customer complaints to show solidarity. I don't plan on stopping these complaint and one star reviews until I am compensated for the inconvenience and embarrassment of giving someone a gift that they could not use until 3 months later. A winter jacket bought in November and the security tag not removed and shipped back to me until February. The RealReal applied a $35 credit to the account - to be used to buy something else, with a time limit to use it - are they insane? Why would I buy something else from them when they cannot rectify what should be a simple issue.
* The RealReal attempted to help this customer through the Sitejabber Resolution Center, but the customer did not respond
Date of experience: March 10, 2020
I'm a customer and consigner with TRR. Anytime I need assistance with an issue shipping, ordering etc I receive quality service from their team.
Date of experience: September 2, 2021
I am a VIP seller on TRR since mid 2020 as a seller, i send them consignment and they price it. Not very quick, but nothing more than 4 weeks as they promised. Since the company restructure in mid 2011, sacked a lot of account manager, it becomes very poor.
First, the first manager got sack, there is no email informing you, your email just bounced back. The email address no longer available. And I found from him from LinkedIn and message him, and knew he got sacked very sudden. ( seriously? I am a detective?) TRR dont think they have responsibility to inform you. After a month, and many emails, i found the new manager.
And I request my old consignment to send back, it takes for few months to return back to me.
Since then, i have changed another 2 manager, and my consignment cannot list after 4 months i send the goods.
The price that they offered is extremely low. They don't care about what you get, but they will fixed their commission price at 30-40% depends on what you consign to them. Sometimes, you make a loss.
And the worst things is, I wait for 4 months and my consignment cannot come on the list. Keep on sending email to push the manager and pricing manager. And they keep on saying " doing it", " tmr ", " next week" these kind of answer., so finally I wait for 4 months +
I am really disappointed to TRR, they used to be a very good company to consign, efficient and fair. Now, I think they are just waiting to go to IPO / showing the good part to the buyer. And don't care about the consignee who gave them the consignment. It is my last time to give them consignment, and hope to find a better company to replace it.
Truly I am sad about this!
Date of experience: August 4, 2022
The products are amazing and the service might be even better. Highly recommend the RealReal to my friends and family!
Date of experience: July 28, 2020
I have had the best experience shopping on the RealReal. Shipping is fast and the product description was on point.
Date of experience: May 22, 2020
I loved all of my purchases. All of the items were sold as described. The shipping was fast, too. I will order from The RealReal again.
Date of experience: June 1, 2021
I love the quality of items I find on TRR! I also love that they are shipping in eco-materials. Second-hand for the win!
Date of experience: February 23, 2021
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 Ali, thank you for your love and support! We hope to shop with you again soon.