The RealReal

I purchased a Michelle watch for my daughters birthday. No where on the description did it say it was missing a diamond. I've called customer service and they said they would get back to me and days later I haven't heard back. I spent more thinking I was getting a better rated watch.

After spending thousands over the past few months, they gave me a hard time for wanting to return a necklace. The return policy is very random and inconsistent. They supposedly will give me store credit. I repeatedly asked to speak to a manager and they never came on phone or called me back.

Do Not trust this place with your diamond rings! They lost one of my rings that was a wedding set. Listed one of the rings and took them months just to do that, and the other one is gone. These rings were valued at over $15,000.00. I will be filing suit against them!

The customer service rep (Juan) on the phone was next to impossible to understand - between his heavy Spanish accent and the fact it sounded like he was talking into a barrel, I had to ask him to repeat everything he said. He resolved my problem in the end but it was very frustrating!

I always find something great at the Real Real and makes me feel good to buy gently used clothing and accessories to refresh my wardrobe as a sustainable way to reduce consumption. If something isn't quite right, the returns are easy and selling on the RR is also a pleasant and easy experience.

I ordered a Cashmere Burberry scarf and when it arrived, it was super wrinkled. The item description does not mention Any flaws. In fact the item is described as "in excellent condition" with "no visible signs of wear". The item description fails to mention that the tag is removed and that it is a vintage Burberry item. I feel that this was very important to mention as the old Burberry brand name is not "Burberry" it is "Burberry's". The scarf also smelled of cigarettes which surprised me as I assumed all The Real Real items are cared for prior to posting. This experience definitely makes me think twice about purchasing from The Real Real again.

Love TRR and the service it provides. Post-browsing flows have me hooked. I don't like being charged $11 everytime I get something or send it back. Maybe a frequent purchaser loyalty program that waives shipping? Kind of like how grubhub offers a membership that waives service and processing fees. Yes, please.

If you are thinking about selling your items on this site, just don't. They get majority of the list price while you get barely anything. I would recommend using Poshmark instead, as you can control the price and have a guaranteed commission worth your while. Avoid The RealReal at all costs!

I have enjoyed shopping with The Real Real however, I recently realized they take $11,95 off EACH item returned so even if you send three or four things back in one box with one $11.95 label, they charge you per item. So sadly, I will no longer be buying from them, when it costs shipping to receive and shipping per item to return, over $20 just to try, its not worth it! It would be interesting to see what their shipping business makes them in terms of profit versus the merchandise! Buyer BEWARE...

Excellent--knowledgeable, courteous, friendly, helpful and responsive. She tried to get it sent overnight and said that she would be back to me as soon as she had a response. She did just that--about 30 minutes after our initial call.

I was looking to get my mother a present and she is so difficult to shop for. I was able to get her the perfect Louis Vuitton handbag, in excellent condition, far less expensive than if it was new. Now to find something for myself.

I purchased a Louis Vuittan Monogram Luco Tote in mid December for $800, I carried it on and off for two weeks during the holiday then packed it away. I took it out the other day, used it for 2 hours and the strap broke, I reached out to customer service who basically said tough luck, you bought it, it said it was "good" condition so no returns. I expect that when I buy a used item it will not be perfect but to use it only a dozen times and now either trash it or spend $160 to have a new strap put on, which will never match the other strap color is just horrible business. I assume they don't want repeat customers.

My last order did not work out so well - I had to return both items due to sizing. Sizing is somewhat complicated and not always dependable. However, I always love shopping on the The Real Real and usually I'm happy with my purchases: to find something special of great quality and great price: love it.
Oh, something I do find annoying is the double shipping charge of $11.95 when something needs to be returned: TRR charges a $11.95 shipping fee upon purchase as well as upon returning an item (in my case usually due to a sizing issue which is mostly beyond control). So, if you need to return an item, you just lost $24. Of course, the shipping cost could be less if one would decide to mail themselves, but I just want to make sure it'll get back to TRR okay and I guess that is what you pay for. Again, it won't stop me from shopping at TRR :)

I sent many items, all marked as "brand not accepted" and returned to me. However, all brands are sold on their site. I wrote customer service with no response. I wrote 3 times. Will not be sending any more items to them.

I recently requested a return. Someone replied to my email and asked for more detail. I did what I was told to response but it's been 3 days and I haven't heard back from that person. Wondering what I should do next

The ups international delivery is simply horrible, customer-unfriendly, lengthy, ineffective, expensive etc etc etc. each time it turns into a big problem. Would be great to have a choice of delivery options

One of the items had some trash in the pocket.

After purchasing and consigning for three years successfully with the RealReal, I have lately been hugely disappointed in their lack of transparency and customer support. I purchased four items that had a returnable status. When returning two of the four items, suddenly the company said I could not get a return and the items could only be re-consigned. So, this means you get a fraction of a refund. It was a bait and switch that could not get resolved after hours trying to communicate to customer service, which is now really limited to phone texting. The customer service reps in my case were absolutely determined to not resolve the problem. The company also re-sent me a dress I had returned and would not send me a label to resend it back. Overall an exhausting experience. I can no longer recommend The RealReal that I was very supportive of for three years. Be careful. Transparency and customer support were not present in my last purchase.

I was looking for a pair of Hermes sandals and saw a pair I liked however they didn't have any other options so I decided to look on real real for possibly finding some more choices. I have been both seller and buyer at real real and have been very happy working with real real. But in this case I saw the same sandal I saw at Hermes ($799.00) on real real for $1,300. So I decided to call real real (the department that prices merchandise) and they said that if it's a popular item then yes they will price it at a higher price. It really doesn't make sense to me to pay $500.00 more for a pair of used shoes when I can buy them brand new at Hermes

I hope this helps all the buyers out there and remember do your homework and research it.

The bag is fake, professionally done and it's definitely a replica. I only could tell because I have a few chloe bags and I know how the leather feels and smells. I knew that despite everything looking great, it did not smell or feel luxury. I put the bag next to the exact model and bag, then I could clearly see the difference. Plz plz plz be careful out there, some of these replicas are so professionally done that it could take a lot of effort to tell the difference.

I understand times are strange with Covid-19 restrictions, but to not have a drop off window for returns seems silly. I had to wait an hour to be texted to come wait in line for another 20 minutes so drop off a return—as was the case with at least half the line. It seems someone could have walked out side, scanned the item or just taken the package, and it would have made the wait time shorter for everyone, mostly for customers actually interested in shopping

I have ordered from them many times and then my orders became very inconsistent, and not as pictured, so I dealt with a lot of returns. I received a sweater full of stains. I always order ALC and know my size and multiple items didn't fit as if they'd been altered? I won't give up on the site but I have a "bad taste" currently. I have to say I was purchasing weekly and have not in several weeks since.

The item listed " Excellent, no visible signs of wear", however, the actual item has a lot of scratches, the worse thing is realreal made it so hard to return for refund. Emailed photos and called, no response. Very disappointed.

The order I placed the total amount is over $2000. It is for sure that $2000 is in US dollars, net of discount, not including taxes, shipping, marketing site credits, or purchases of gift cards during the promotional period. Please check the attached files. Due to an error in your inventory system, the refund $67.35 caused this result that the total net amount is below $2000 now. In the end, Rostan helped me and I received $500 credit