The RealReal

Great selection, high priced, when requesting information about items takes too long for someone to answer back, gives incorrect info, online descriptions are sometimes incorrect. I think the company is too big to care about details and is price gouging for used items

I was chatting with customer service for almost an hour and the outcome was that someone would reach out to me in 24-48 hours. It's been about 36 hours and no one has reached out. I ordered two items and only received one.

I bought 2 pieces of jewelry, 1 which turned out better than pictured, and the other which was smaller than I had imagined it would be. I should have drawn it out as per dimensions given on the site to get a better idea if size.

I've been having a problem with technical issue in placing an order over 3 weeks. I only receive same emails telling me to follow the instructions which hasn't helped me resolving the issue. Another issue is with a new manager who is assigned to handle my consignments. She sent me an email informing that she will be in Hawaii to pick up items in person and asking to make an appointment. She failed to show up for the appointment and did not even return my call until the next day. Her excuse was it was a wrong email and she can arrange a pick up service for me. She doesn't seem to be a reliable person to handle my account. I plan to wait until you assign a new manager for me.

The quality of the materials or the product is very poor. Provided new in wrong size and The other products were very worn out and it should have been thrown away rather than the resold. It was difficult to return and I have to pay shipping to return these items. At this time I still don't have my money back and it's been 2 weeks

Always perfect. I'm a frequent Customer. Julie, who early on used to answer the phone herself, is a genius to have created The RealReal. And everyone I've ever dealt with, online and at the New York and Los Angeles stores (I live in both cities), and at my house for consignment, has been efficient, professional, and pleasant and always got the job done. Thank you for this excellent, fun service. Kelly Lange (Journalist, you can Google me)

Took the items less then a week to cross the ocean and arrive at my door.
Packages are stylish and environment friendly. I would much rather though, to receive all the items in one box, even in one bag - for earth sake :)

The customer service representative was very polite. However, I had to call a second time to get my purchase refund credited back to my CC. It had already been more than a week since the confirmation of merchandise was received by your end.

I've experienced a number of interactions with The Real Real as a purchasing customer. Each time I've received the merchandise in a timely fashion and it has arrived nicely packaged and as described. The one time I needed to return an item that was not as described, the experience was handled seamlessly by customer service. I recommend this website to those looking for high end and designer resale merchandise.

They treat their VIP clients like crap - how do I know? I'm a VIP client and they never help me resolve any of my issues. The account rep I have never calls me back - the managers never do either - they don't care about their clients. It's very frustrating to work with them. They only care about making money but not servicing their clients. Stay clear!

First time purchaser! I received the Jimmy Choo handbag and all was fine until I took it out of the box and noticed that it shed glitter everywhere. It is unusable! I immediately went to look at my order to start a return. No where on the original order did it say non returnable. When I went to my login to look at the purchase it states non returnable. I quickly sent an email and they responded and said they will get back to me in 3 to 5 days and have it resolved in 1 to 2 weeks. By that time, they will no longer accept a return. I will now have to go thru my CC company to stop the charge!
Beware! Awful customer service!

First time user of the real real and most like the last time. I Purchased a product from this website last night for the first time and my experience has been one I will not forget.

Custom service it terrible and could not rectify. The issue. Only offered me $25 discount on my next purchase.

After years of wanting to buy ready-made fishtail short jacket, I finally found one. The price was right, so I made the purchase.

After making the purchase I've received a confirmation email transaction had gone through with my Apple Pay followed by an email which I received through night sleeping that my order was cancelled with no explanation.

After a couple of try to make a new purchase of the jacket with another credit card and the website not processing the order jacket was sold to another person I'm extremely disappointed pissed off with the money has come out of my account yet they're saying that the order does not belong to me.

You sold my items for considerably less than I bought them on the real real, and I never wore many of those items. Your pricing remains completely capricious.On top of that it took over a month for you to post these items, missing the Thanksgiving window.

The real real gives you a runaround they lie to you and keep you stuff for 2 months then tell you they won't sell it but for 2 months have you thinking there selling it tell you all kinds of misleading information then send you back your stuff you don't even know if they are sending back the same purse or a fake one and they keep your real one don't trust them they are a bunch of con artists

Along with many others, I turned to the internet during past 15 months. I have spent many thousands at The Real Real and it's a crapshoot as to whether the sizing info and details listed will be accurate. Things arrive that are listed as pristine with moth holes throughout, Chanel Sandals listed as very good condition and returnable with one sole hot glued together ($320), Carolina Herrera jacket listed inches larger than it was( I took it apart to eked just enough to make it work because it was fabulous), a "feels like cashmere sweater" in large, which I figured I could shrink since I am a small, arriving as an angora sweater in small... you get my point. You can find great items, but it's never certain that the data they provide will be accurate.

I like to shop The RealReal. Purchased this dress it was onsite looked everything what I like... color to style. Arrived. I put on but everything was not right. First the material looked cheap, wrinkled a lot and dirty. Overall it looked cheap. Normally I like Theory. Also I purchased two more dresses, Jill Sander and L. K. Bennet this transaction. My first try L. K. Bennet ( England). The fit is a little narrower to compare US size therefor slightly tight side but liked style so I kept it and Jill Sanders one. I wish you have more details of your item would be nice for us buyers... photos etc... not only clothes but handbags, too.

Horrible customer service. Received a chanel purse that I paid over $3000 not as described online. The bag was about 1 inch and half shorter in length comparing to their web site description. Called the customer service and requested my refund otherwise I mentioned that I would dispute the charge. They did refund me the amount but they canceled my account claiming that they don't want to have clients that will make threats of dispute. Rude, unprofessional customer service. Never again!

I had good experiences for my first two consignments, but my third has been a tough time. I had a few items not accepted and one item marked as still pending (so neither listed nor rejected). They never returned the items to me, and despite my many emails, IMs, and calls, the company has refused to return my items or even answer correspondence. Though I understand COVID has stalled operations, this has been since September 2020. Nearly six morning baths to return items is ridiculous and refusal to answer a client is horrific customer service. I have had a plethora of messages asking me to consign again, but I refuse to do so until someone address s my concerns. So beware of potentially losing items and 100% don't count on having any customer service care to address a concern. I love to purchase items, but the company struggles with answering emails, chats, or messages from clients.

This is the second piece of clothing that I have bought recently that I've diss appointed with. The dress came dirty. It looks like something was spilled on it. Previously I bought a sweater that had a lot of pilling on one side. Both were reviewed in the description as very good. I've been shopping on the RealReal for many many years. Very good used to mean very good. I will look more carefully before buying and only shop on excellent or better IF I continue to shop here

I realized when I placed the order immediately that I listed the wrong shipping address. I quickly sent an email to customer service. It was a holiday weekend so no answer or response via email. Looked on the website to see if I could cancel the order and did not find info. When I finally received order info via receipt it said I lost my 15 minute time frame to cancel the order- I thought that was ridiculous. When I got a response from customer service the order had been shipped out and I received a cut and paste response. Did not seem like anyone real trying to help to solve an issue. I'm having the entire order returned because of this issue.

Two (expensive) items I purchased never arrived. It took several weeks for TRR to tell me that they would simply not arrive (without any explanation as to why), and there was not even an offer of a store credit to compensate me for the time wasted. That was disappointing

Wish I discovered them decades ago. I stopped buying from a 2nd hand online shop due to several very bad experiences. I was hesitant to order from this company. The first purchase was a wow! Beautifully packaged and with care. I've been buying from them since. Yes, I returned some items because they don't suit me. No problems. Got my refund with no drama. I've been buying from them ever since. Great and attentive customer service. Did not disappoint. Stands by the products they sell.

Horrible customer service. Were exceptionally responsive and helpful when I purchased or sent in a consignment, but as soon as they are issues they bounce you around reps for weeks. My first issue - I sent in expensive earrings six months ago for consignment, but they weren't accepted. Rather than shipping it back to the return address, they shipped it to a random address 45 minutes away?! I have no idea where this place is, or what. I have emailed and called dozens of times, with "we're working on it and we'll get back to you" responses and that's it.

The second issue was when I tried to return clothing that did not fit me worth $100s. When it got to their warehouse, they logged it as a consignment rather than a return (giving me back only a fraction of the cost if it sells). I have again called and email dozens of times with no actual resolution. Absolutely ridiculous and illegal.