The RealReal

I've been purchased and consigned wit TRR for a few years now! Never disappointed with their services!

Care experience from TRR for my first bought. Only remember to extra USA customer that fee duty are on own debt! Really satisfied about the product.

The payment options and selection make it a terrific experience. I tell all of my fellow shopaholics about this site.

Real easy, hassle free experience shopping at RealReal, will be back soon to get new pieces, great customer service!

I recently found out that a bracelet I bought from therealreal was not gold but stainless steel. It does not take a rocket scientist to determine gold from steel. Gold is not like designer wear. I had the bracelet over a year and was informed by a local pawn shop jeweler that it was not gold. He did not even get closer than 5 feet when he saw it. I found another one at TRR with same retail priceand same brand but 18k like mine was supposed to be. Therealreal(TRR) is refusing to exchange it by buying that bracele for me. They are telling me either they send it back to me and I eat it or I have to accept what I paid for it. I paid a 40% discount for their inability to sell it and with earned credits and spent a lot of time looking for a good deal. I lose all that. How much confidence can you have that something is real when they can't tell steel from gold? Oh and when you sell anything under a price of 100 dollars you only get 30%. But you are told that you saved so many liters of water for keeping designer stuff and 14k plus gold jewelry from the dumps. Who throws that stuff out anyway? Where do they think the water goes, out in space? Did they not violate a contract with me by selling fraudulent merchandise in a bait and switch? I mean they are called the realreal!

Two months ago I sent TRR a rare, valuable 14 piece demitasse set in perfect condition: HERMÈS MARQUETERIE DE PIERRES D'ORIENT ET D'OCCIDENT DEMITASSE CUPS & SAUCERS

In short order it became clear that TRR broke two of the cups in receiving. Subsequently, they attempted to list it as a 12 piece set, certainly, less valuable.

Since, Ive called, also have over 20 email corespondences w/my assigned Customer Service Reps. After much back and forth, they agreed to purchase this listing but still kept attempting to compensate for a 12 piece set... PLUS insult to injury, they had the gaul to discount my compensation by 20%! REALLY?

Major pain to work with TRR, this isnt over yet, not settled and Ive not been compensated. My next call wont be to TRRs Customer Service, instead it will be to The Better Business Bureau.

I have purchased several items through RealReal, on more than twice the size I received was not correct. RealReal did take the items back and provided a refund (and one of the items was a sale item. I ordered a pair of Chanel pants the size listed was L with 32 waist (US size) when I received the pants they were really a size 6 and most likely a 24 waist (US size). In both situations when I returned the articles of clothing I wrote a note on the packing slip indicating that the sizes should be checked because the sizes were not accurate. I saw both articles reappear on the website with the same inaccurate size. When I contacted customer service I was the person I spoke with was polite and provided an RMA strait away and I then asked how would I know if I was ordering the correct size, the CS stated "contact the REALREAL and ask the size to be validated". I did contact the REALREAL via e-mail and received a rather rude response regarding my request, letting me know that this was not service that was offered. My response is this to RealReal know that a size 16 US is not a size 26 or 28 waist in anyone's world. If it wasn't for the sizing issues I would give a five star rating. My recommendation is validate your sizes.

Tammy O

My kids need new ski clothes every year and the 2 North Face jackets that I bought looked new and are the perfect addition to their ski wardrobe.

This order was about the 4th or 5th one in which I received items described as "pristine" and even " new with tags" that were not only visibly worn but I would say "hammered". During the pandemic they've been letting sellers do virtual consignments and I've noticed pictures that even show worn corners on bags and wear through to lower layers of the soles of shoes described with "no visible signs of wear". I ordered a $2200+ Goyard duffle "new with tags" and well, it had the tags inside it but you could even see a dark mark on the corner on the website (which I was willing to let go for the price but still irked that the item was clearly not "pristine") and when I received it, all 4 corners were crushed with rubbing and the feet on the bottom were scratched through to the different colored base metal. Ebay has such a bad rep but honestly, sellers there show double and triple the number of pictures, showing all sides and insides and close-ups of items such that if they lie you can at least tell. I've received several bags now from TRR described as pristine and they are soft and/or worn from use, metal hardware scratched and/or rubbed off and worse, fine jewelry costing multiple $1000's with scratched and nicked stones, sapphires with color zoning so bad you'd be embarrassed to wear it and stones called sapphires that are clearly tanzanites. You can at least return misdecribed or misrepresented jewelry (for a fee) but their designer bags are final sale. This didn't used to be this way when I started buying 2 years ago from this site because they used to see stuff in person. They only show 4 photos or so, so many times you're purchasing pretty blind. They really need to go back to in-person consigning because their quality is pretty hit and miss now.

Don't waste your money with fake things I bought a Gucci wallet and Louis Vuitton monogram and both have a terrible quality

I sent numourous emails but oly received a reply after chasing emails. After that, again, no follow up email which promised

I ordered a jacket and it was too small. Jamillah quickly gave me an RMA. She was very helpful and kind.

Loved the Chole and Celine bags I purchased! They came in great condition and I get tons of compliments on them.

The watch just doesn't feel like the right weight for the quality it's meant to be and arrived in a made in PRC box

Delivery was Speedy! Ordering from the App was easy! I made a Exchange in Size was easy! Overall Love The Real Real And All Merchandise

My experience of this company after making a large order was BEYOND comprehension! They sent me the WRONG shoe- size was off by 3 sizes. Attempted to navigate return through website to no avail. A week with no response and I called into the customer service office. I spoke to * who made an already challenging circumstance elevate to a place of no return and a disconnected call. Her attitude was extremely combative and unprofessional. Upon asking her how I was suppose to "find a local UPS store" given we can a strict STAY AT HOME order here in California- she sarcastically said "not one person has had a problem- why do you".?!
I mean... at this point I'm laughing- can this really be happening? They send me the wrong shoe have my $350 and it's up to me to risk my life to find a store- uhhh... "Sorry can you schedule a UPS pick-up?"
*, "Sorry, no one has asked that!" -call disconnected
Then I call back to try again and get a "supervisor"
Her name is *
To make a long story short she quint ahead and set-up the UPS return to be picked up... after telling her about my experience with * she said, "I'll have to listen to the tapes"
Uhhhh... that's your response?
Is this how you respond to customers? You made a mistake, fine. You're a luxury consignment store. I highly suggest if you want to retain your luxury demographic you start treating your customers with respect and navigate your mistakes with a little respect and humility.
I own 2 businesses- when we make a mistake we make an offering to our clients and provide an apology. We are honored to have their business and they know it after EVERY interaction!
In these times- if you want to survive- I would highly suggest making the return process easier, especially when it's your fault~

*Personal information redacted by admin

As usual, TRR exceeded expectations—from the item's description online to the speed of its delivery—well done!

Said they lost it, but it was mailed to a employee address. They gave me chump change for it. ($200 store credit) it was a 3k bag, in p*ssed.

Great Customer service and timely deliveries
Products are just as they are depicted on site
Continue the great work

I decided to try The Real Real to help clean out my closet. I also have worked with Yoogis, Fashionphile and a few others. The RealReal to me is one step before giving things away to Goodwill.

When you sign up for the first time, a sign up rep will email you to help you with questions. The person I got was sloppy only answering half the questions (even when I made it easy for her to answer giving bullet points/numbering them) and not very clearly. She also stopped answering once I sent the items in. If you do want to try them, I recommend properly reading through the seller terms - the site is definitely pro-buyer.

I submitted 10 items for my first try, most were new, some with tags. They will still only list it as "Very Good" with signs of wear - which they also used to describe a bag that was used a few times. The sign-up rep will also suggest you look through the website to get a sense of what types of prices your items will be listed for (common sense), but what she does not tell you is that when it goes on sale, it might immediately be applicable for a 20% coupon or whatever sale they are doing. If you want your items returned/they're not accepted, there are fees you will have to pay. They also put up one of my dresses backwards on the mannequin - when I emailed customer service about this they did not reply.

Again - I would say this is a good last step and easy place to send your designer items if they are going to Goodwill anyway. But for things that have value, I've had a great experience with both Fashionphile and Yoogis which both have better consignment terms (better prices, lower fees, sometimes offering buyout). I recommend you try those first. I think most people have an inflated idea of what their second hand items are worth, but I do also think that The RealReal prices below those prices as they are incentivised to move things quickly. And their customer service towards consigners need improvement - without consigners, they do not have a business, so they should value the relationships. But if you want something quick and easy and don't expect much out of it, The RealReal might be for you.

Love the I've items I've bought lately and the website is easy to navigate and when I needed customer service they were great

Don't get carried away with sending your stuff to TRR. First box, no issues, other than the site slashing prices PLUS allowing Buyers to use -20%. Sometimes you're left with a measly $10 commission.

Right after they received my first box. They were soo pushy to get more stuff from me. So I gave in and sent them another box with PRICIER items. That was back in mid-August and let's just say the box never made it there.

Other than wanting your items, they are slow and vague with their responses. I went back and forth with UPS/TRR inquiring about who would compensate me for the lost box of a dozens designer items. After UPS cancelled my claim, I found out that it's TRR who has to determine the amount for my payout.

Each and every time I call, I'm on hold for ever, and the reps I deal with are anything but professional. In fact, the last one told me that my issue would be resolved in "24-48hrs"... it's been 2 weeks now and still no movement.

The way they deal with you if there's an issue is not transparent at all. They just try to push you off. When I ask to speak to a manager, the reps, who clearly WFH quickly say, "they're in a meeting". Isn't that convenient? They said that they would request that someone call me back and NOTHING. Lies, lies, and more lies.

I get that things get lost - ahem, most likely stolen by UPS - but as the company who paid for the shipping/insurance, please STEP UP. TRR most likely already got the insurance payout from UPS, so address your consignee in a respectful timely manner.

Trust me, I would not be writing such a negative review if they had just dealt with this head on as opposed to ignoring the issue!

I had a Louis Vuitton I've been wanting for a long time and one I owned that I didn't use. So I consigned SOLD! And got my new LV. I'm so pleased.