The RealReal

The items are great, however they often come smelling "used" ie with the previous owners perfume and this is not listed in the listing. Also I've sent in a cashmere sweater to be sold and it still hasn't yet and I have no idea where the listing is… rates are abismal for commission

My husband purchased a Chanel boy shopper which I picked out for my Christmas present. It was a final sale. I was disappointed because the real real did not disclose that on one of the handles the leather was coming off. I own several authentic Chanel bags that I purchased new and I've had for many years. I have never had the leather come off of the purse. It makes me question the authenticity of the bag.

Every purchase i have made has been authentic merchandise, ships out fast and have never had a problem or issue where I had to send back. I feel confident in all of my purchases and love that I can buy with knowing that my purchase is real.

The app is a dream to use and has great photos and notes on sizing. I found many fab items that all arrived beautifully. Every piece but one worked for me size-wise. The only thing that was confusing on the app was the return procedure. I sent a few emails to clarify but didn't hear back. Luckily I live in LA so I did it in person. The first person I saw at the store was so rude to me I was shocked. I found another desk with a lovely person to handle the return and they were just as professional as the shopping site and all is well now.

If you send items to be sold, takes a minimum of 3 -4 weeks before they can process them and get them up on their site for sale. There is no rhyme or reason regarding what they will accept for sale. I have had to escalate more than once for them to take items (which were initially refused) from Designers on their directory. I had an issue today - trying to re-consign at item. I asked NOT to speak with the person assigned to me (as he has horrible follow through). Left a message for his Supervisor who did not call me back. The incompetent person assigned to me called me back and then hung up on me! Called in again and got stuck in another queue to try and get a name for escalation. The person who answered had no idea who to refer me to and said she would take a note but it would take 24-48 hours to get a response! HORRIBLE CUSTOMER SERVICE!

Sweater: As pictured, it was one color, upon opening purchase, there was a stripe of another color gong down both sides of the sweater (this should have been shown or printed in the description). UGH!

I've purchased a number of items from the site. Easy- fast delivery- items as described! For designer-couture- this is the best site to view and purchase. I love my most recent purchase, a Sandro top!

I've been shopping with TRR for the last 4 years and recently purchased 2 pairs of expensive shoes (1 as a present) and they both look fake. Contacted a Customer Services straight away and they still haven't resolved my issue nor acknowledge my follow up emails for the last 2 weeks. Ignorance is not a customer service and I'm truly disappointed.

Originally got an email from UPS saying my package was delivered & it wasn't. It came the next day. Then my other package came a few days later (i ordered two items). But the second package came absolutely destroyed. Like the box was no longer a box just pieces of cardboard and the only thing protecting the item i ordered was the Real Real white bag it comes in which wasn't even white anymore. They need a better shipping partner for such expensive items. Need to require signature and pack things better. My item came dirty and without the strap i was expecting. Probably won't be ordering again..

Bought a Narcisio Rodriguez jacket, final sale. Opened package to find the jacket was damaged it looks like a cigarette burn on the front, which is very obvious. The product description identified a "minor mark" in front. Not minor at all, and I'm stuck with it as it is a final sale. Had same issue with a white cashmere Valentino jacket which had a noticeable stain on the front. I will never buy final sale items again, but TRR should really allow for returns when the garments are damaged and you are not able to tell from the pictures the extent of the damage. In other purchases, and consignments, I've thought the customer support was very good, though.

Employees of TheRealReal remove items from online customers shopping cards (prior 20 min standard expiration) and then they proceed to sell these unique items to another party at their sole discretion. This experience undermines one's ability to be confident in their online purchase process as its unclear whether TheRealReal will honour binding transactions.

I have had nothing but a great experience with the RR. Everything I have ever purchased arrived quickly and as described online. And, on the rare occasion when I had to return an item, the return process was seamless and my credit card was credited immediately. The only negative I would point out is that I wish the shipping was free and that returns were free as well.

She was very nice & fast. We even had a few laughs I always get good service from the Real Real. That's one of the reasons I keep making purchases. Plus they have a "AWESOME" selection. I can't stay off the site! Thank you for the good customer service, prices & the real stuff!

My major problem with TRR is the quality description. On a number of times the condition has been listed as excellent but the true description is fair. I have attached images of a pair of Helmut Lang Pants and Chloe pants. Both were listed as excellent. They are hardly in excellent condition. I sent an email to complain and 6 weeks later received a very unsatisfactory response.

Additionally I have purchased an Iro Jacket which was marked as in pristine condition but it will pilling badly. Another jacket was listed as Black but was Navy. Very frustrating.

I have purchased a lot of items but I will not order again.

I purchased two designer crystal vases from TheRealReal. They arrived packaged so carefully. Unfortunately neither one fit my needs, so I requested a RA, which I received immediately. I returned them carefully packaged and received my refund very quickly. I absolutely love TheRealReal for both buying and selling. A quality company all the way.

I have consigned fine jewelry with the RealReal on two occasions. The first was seamless and I have no issue. The second time has been so unprofessional in just about every level that it's hard to believe. The person who came to consign my items (multi-thousand dollars worth) knew.so little about designer fine jewelry that I hesitated but my previous experience had been positive I was willing to discount this. When my items were received by the consignor the description was so incorrect, stud earrings were in fact clips, hi end designer items were described w/o designer's name, vague generic descriptions. For the last 5 days I have not been able access my account on the website to check my listings and sales. I have emailed and received a response asking me more info and nothing more. I have thousands of dollars worth of jewelry items and have no access. SO FRUSTRATED

I'm a frequent shopper at the The Real Real and have scored a number of good deals there. Recently, I purchased a pair of Christian Louboutin suede boots from them, and was really excited to receive them. My excitement turned to disappointment as soon as I opened the box. My new beautiful boots were fakes-- obvious fakes! The suede was fabric, not real leather, "Made in Italy" was all one word, the gold stamping inside was sloppy and bled-- textbook counterfeit Louboutins. I contacted the Real Real and they handled my return swiftly and all my money was refunded. Imagine my surprise, though, when the very same confirmed counterfeit boots I had just returned were listed again for sale! My advice is to make sure to do your research on whatever item you are buying and thoroughly inspect an item when you receive it to insure you are not buying a fake. Extra star for customer service and ease of returns.

I got a engagement ring from them its absolutely beautiful.
I got it polish and clean it looks like new.
I pay 3500$ for it and when I got it appraised they say it would cost 7500 $ if I where to both it new.
Very happy customer

I received a broken necklace, it was poorly packed and the chain snapped during shipping. The cost was over $400 and they have not refunded it, even though I returned it tags attached. Its not my first time with damaged goods from this company, but its the first time they will not refund me and I need to go to the credit card company to make a claim.

I ordered a wool sweater that was on sale by more than 40%, so it was not eligible for returns. However, when it arrived, there were three moth holes in the sweater. Because this was not mentioned in the description of the item, I asked for the return to be accepted. There was quite a bit of back-and-forth--at first, my option was to consign the item myself (which didn't feel like the right thing), then I was offered a $10 credit for future purchases, then a $15 credit... eventually, the return was accepted and the purchase price was refunded.

I still like shopping at the The Real Real and I have purchased some lovely treasures, but it's helpful to realize how tricky it can be to return sale items, even if the description of the item was not fully accurate.

Well let's see, I tried them text option. You can reas the receipts. The customer service representative was obviously not reading my texts and offered no resolution. I took a hiatus from the Real Real and I'm sending I need to take another.

From April to May, I ordered several garments from TRR. Some items were as described, however, three garments had considerable damage (holes, pilling, tearing, and general signs of wear). The garments were listed as in supreme condition. When trying to contact "Customer Service", I was met with a vague answer (after 2 weeks of waiting) - they "were not able to help" as the items - according to the "agent" could not be returned. I responded that the items were damaged and not as described. They did not consider this and simply responded that they could not assist me. I asked politely to be transferred to another department or "agent", however, this was "not possible". I am so disappointed and now regard TRR as a fraudulent company. Unfortunately. Thus, DO NOT PURCHASE.

If you dont want to thrash your item, you can sell it other people thru this realreal.com site. You end up collecting other people thrash by paying a high price. Just see if your thrash pile carry any designer name as simple as it. The realreal.com can rip people with flashy pictures and hefty shipping fee. So for just finding out that the product you purchased is thrash, you will end up spending $21. $12 for their shipping and you pay for returning 9$. Shameful Site