The RealReal

The Realreal has massive problems. Sold an item that was a great deal, but kept the money for a week and then admitted they did not have the item. It could take an hour to get through to customer service-- endless hold-- so most people just give up. The customer service supervisor Scott refused to get on phone and told the poor operator to say he left for the weekend. It took me many hours of holding on 7 calls from Europe without really any satisfaction-- a credit on a much worse purchase-- and no senior person ever contacting me.

Been a customer for about 1 year... ordered boots and a dress and they arrived in one box.
Sadly the boots were damaged and the dress was to big.
I reached out my local sales rep., no response as of yet. (Day 3)
I reached out to customer service, and have not had a response yet either (day 3).
Returning both items and am being charged for each individual item $11.95 x 2 = $24.00

I've been buying and consigning on RealReal for a couple of years now and never had any issues with orders until this one. A delay on an item can be understandable but when it's beyond several weeks it becomes frustrating. Especially when you reach out twice to Customer Service on the same issue and get no resolution. If the item is just not available, cancel that item and issue a refund. Should be pretty simple, but instead, I was given the policy excuse it can't be done and no solution or follow-up offered beyond that. For this type of a merchant, it's more than disappointing and really discouraging to want to continue buying from.

I love the Real Real. I've been shopping and consigning since 2012. The business itself continues to grow in a positive way (customer service and consignor service has greatly improved) and of course the spread of merchandise continues to grow. I'm on the app constantly! I have my favorite brands and buzz words to search for. Getting a package from your warehouse is like Christmas!

TRR return policy is 14 days return after item ships, not received date. Due to inclement weather, my package was delivered 3 days before deadline. In these times, who has these policies. Also, most of my items didn't have tags attached... not even stickers on the shoes. So fearful they'll reject the return, I returned within 12 hours of receiving package. Aargh!

I sent several items to be consigned, following their approved designer list. Some of the items were rejected and eventually returned, even though they were truly in excellent condition and matched up with the approved designer list. Then the prices that I got for the accepted items were quite a bit lower than I had expected. I kept watching for my items to come up for sale, and never did see them. But when looking at similar items, I never saw anything listed for as low as my items supposedly sold for. I'm just disappointed, and don't really trust the process. I'd go a different route if I had anything to sell again.

I have been shopping at TRR since 2000, their detailed measurements and conditions make it so much easier to shop than the other similar sites.

Their descriptions are very much accurate, I normally only buy pieces in pristine, excellent and very good conditions.
As a collector myself, I always find unique pieces there which was either sold out in previous seasons or not able to find my size at department stores.
Combine shipment at a fixed cost is a huge bonus, as I always purchase a few to a dozen items at a time!

Shopping there is great so far, now I'm considering to sell but I heard the commission may be a bit steep.

I type this review as TRR buyer and seller of many many years, and shareholder - the text-based customer service is a dumpster fire that seems purposely designed to reduce accountability and waste hours of your time. I've been looped back to virtual bots six times and the two times I've been connected with someone has disintegrated into silence. Before I'm looped back again to restart the process. I wish the stock price would recover somewhat so I can leave this mistake behind. No wonder I've lost 75% of my principal on it.

Interesting the real real totes authentic-yet if you research how to authenticate a Chanel bag the zippers and labels are conveniently obscured. They tote authenticity adds for those that look fact. They provide only four digits of serial code. Stringing you along to where a casual buyer maybe hooked and that is exactly what they bank on. They commission levels conveniently art despite their advertising again once hooked no turning back.

I have bought about 20 items and about 40% of the time, the items are misrepresented, improperly described. You get more accurate item descriptions on eBay. Items are almost never returnable unless you can prove they made a mistake, and customer service denies everything automatically. Bought a dress in size 6, looks like size 0. Bought "new" Manolos, they looked rat-eaten. Got a 'new' dress, fabric looks worn and faded. The photos don't always show details so you are taking a gamble shopping here. At least eBay gives me purchase and fraud protection, TRR does not.

I say nearly because I have ordered and received a few items mis-sized. However, both times I reached out to customer service and they responded quickly and to my satisfaction! I really appreciate that! Otherwise, I keep coming back and ordering more. Love the idea of a huge marketplace for gently used items!

I have been in love with these boots for several years now, but did not want to pay the full price tag of $1K. Real Real allowed me the luxury of owning something previously loved by another, at a great price. The boots were packaged carefully in beautiful packaging, quite quickly, I might add, and arrived as pictured, in good condition. I can't wait to wear them this fall with everything!

I spoke to two customer care representatives and they were both very helpful in resolving the specific issue ( canceling an unauthorized purchase) and answering my questions. This is one of the reasons why I will continue to deal with your site.

I shop pretty frequently at The Real Real. Great selection and value. I loved the saved searches functionality - I do wish you could create alerts for specific search items as well (that would be badass).
The customer service is really great online and by phone.
Only negatives are a) the expensive shipping and returns, and b) sometimes the product descriptions have been way off and I've ordered items that have extensive damage not noted, or the measurements are completely inaccurate. But I still feel TRR deserves 5/5.

Calling in for customer service shouldn't take 30+ minutes to process a refund or credit. Also, I've ordered a few times recently where multiple items are not avail and sit for weeks without shipping only to eventually cancel one item in the order which was the main reason I ordered.

I think that a company engaged in the evaluation of goods should work better, for example, the same product was first sold and the same product was not accepted the next time, high quality goods purchased in major US stores do not accept. For example, a product bought a Roberto Cavalli scarf for $ 150 sold for $ 25, but many wonderful things don't accept. If Real Real put a lot of interest on the sale, they should work well. Thank you very much for your attention. Thanks again we will work

I am a so-called VIP member and though the site claims to give expedited care to members like me, that's just PR junk. I consigned items that sat unreviewed for over a month until I called - waited on hold for 35 minutes and hung up - and finally emailed asking about the status of my consignments.

After three days, I received an email asking me if I had a problem they needed to address. Seriously.

They are either woefully understaffed or they just don't care about their most prolific customers.

Bought a pricey watch which was scuffed and broken. Got a full refund but didn't appreciate having to return a watch advertised as perfect. Supposedly they have a watch expert that checks each watch. Not true. The "watch expert" did not return my call. I checked and the same watch is back up for sale. I am thankful that I at least got my money back. Avoid this company!

It appears like the photos of some items are repeated and the descriptions of the condition are not very helpful or accurate. The amount of duty for international purchases also ends up being completely wildcard - sometimes barely anything, others it's $$$

I ordered several great pieces, but, one unfortunately didn't work out. It was so easy to go to the location in NB to return it. They were so nice there and the return took less than 2 minutes. I had never been there and the little boutique was so cute. Don't bother trying to find parking on the street, just save yourself time and go straight to the parking structure conveniently located directly behind the store.

Most recently purchased a much coveted handbag. Good price and good value. I have purchased from The Real Real several times and overall have been happy with my experiences. My only suggestion would be more pictures of items showing any flaws.

I had a brand new, never worn high end designer leather coat that still had all the tags on it including the price tag. I brought it into a physical "real real" hotel drop off. It was photographed, authenticated etc.

The price tag showed $8750. It was "sold" three days after it went live on the site and sold for 98% less than the price tag.

NINETY EIGHT PERCENT less than the retail price.

I would have made a better return to donate it to goodwill and taken the tax write off.

I love everything. Just wish they'd clean the merchandise before sending it out. Maybe they don't want to take away the value, color or something. But overall I'm very satisfied. I will continue to order. I love to send as gifts