The RealReal

Unhappy with purchase-Received a bag I was unhappy with —rather than let me send it back for a credit to buy another bag I was given a $40 credit and forced to keep the $550 bag. I had purchased 13 bags in six weeks prior to this so I was very surprised that no one could take care of me. I also sent in a consignment and plan to send an additional high-end consignment ( Louis and Ysl). I likely will not do that either now

For the shipping document (not referring to this particular Purchase order), please only enter the total amount after deducting the % discount and store credit. Otherwise, our Customs charge us import tax for the gross amount rather than the actual amount that we paid to you.

Please help and we will feel more interested to buy from you

I was very apprehensive about buying second hand luxury items but I took a chance and purchased two items; one pair of hunter boots and a Louis Vuitton card holder. Both were authentic, phew! The boots were not quite in the "excellent" condition listed and I sent pictures to the customer service rep when I called. They were willing to accept the return with no return shipping fee charged to me but I asked if they would be willing to simply adjust the price to match like condition boots they had listed/sold. They did. Next, I changed my mind about the card holder... it just wasn't quite right for what I wanted and I requested a return authorization. No problems at all. I sent the card holder back and a refund was issued a few days later (after re-authenticating... totally reasonable). So that's my experience and why I say so far so good. I would recommend giving them a shot.

In the past three years, every single person who has complimented me on something I am wearing is complimenting a clothing item I have purchased from the Real Real. Not only is the quality of the clothes and the service terrific, I love that purchasing these items is better for the environment! This is a win, win!

Fluid and easy. I love how intuitive the site has become. The RR team seems to stay on top of tech changes that make online purchasing fast and easy. Please keep the pricing on goods at the competitive levels we loved appreciated when the RR first came on the scene.

I love shopping and selling at The Real Real, the only thing I really don't like is that the shipping fees are high, and if a customer is spending over a certain amount, shipping should be free. Additionally, they do not provide enough shipping options like express, overnight, etc. Other than that, the brand selections are amazing!

I purchased a pair of sunglasses, Want to see if he did not match the description I attempted to return them but they where returned to me I was also responsible for all return costs. All I all it cost as much as buying a new pair of glasses will not be purchasing from this website again.

I enjoy shopping therealreal. It's a great place to get vintage luxury which I love. I avoid handbags mostly (even though I have bought handbags before and it was fine). I just don't enjoy the "no return" policy for handbags. I buy a lot of accessories and shoes from them.

The Real Real is always so easy to make a purchase from. I get to see items I never would where I live, I get the appraiser's evaluation of my item, and everything is beautifully packaged. If only more companies would have such high standards. I have no issue what so ever buying from this wonderful site!

I purchased a Perfect Moment ski jacket in the TRR store. It was $135 over what a new jacket costs on the Perfect Moment website. I called to get ask about a price adjustment and the authentication process, they offered me $75 as compensation. Poor customer service and a scam!

I bought fake Burberry from them. And I bought an eric javis bag shows a very good condition on the website but got a very strong cigarette smell which cannot be got rid of... I contacted customer service, but they said they cannot return it because it is final sale. I will not buy from them again!

Bought a purse paid for it and waited patiently for it to arrive (3-5) business days 8! Days later no purse called customer service to get my money back! They gave me a ( it's on the way and will be there definitely in the morning) story! So I waited get home the next day no package it's 5 pm and also day 9! I'm furious it was a anniversary present for my wife and I stand here looking stupid! So I call customer service again ( to get my refund) only to get we will have to do a investigation which will take up at least 24 hours more before I will know anything about my order! After repeatedly asking for a refund, forget the package I would rather do business somewhere else! Was told that they will get back to me later! I'm canceling my account and will NEVER EVER buy NOR refer them to anyone! BUYER BE WARE!

I have been waiting on a pair of boots that were supposed to be returned for 3 months. I have sent 7 emails and have been told they are either on their way back to me or someone is investigating and will get back to me in 7 days. It is infuriating. Also, every time I sell and am told I will get $100 credit I have to follow up with multiple emails and practically beg that it is added to my account. Customer service used to be much better. I have noticed a huge decline.

The item descriptions are very vague. They generalize a lot but if they would just take the time to actually measure the item it would be easier to find a good fit. Like say says size large but fits more like medium or this item is tight in arms. Just talk about the fit more. Say if it has stretch or if it's not. I buy lots of clothes off this page unfortunately 1/2 become goal clothes or I consigned them elsewhere.

I purchased five bags for the first time a month ago. Four came immediately. The last took about another month to come. I was very concerned as to the delay, however the Real Real kept in communication with me on a regular basis to update me on the warehouse situation and the shipping info. I appreciated it. My bag came finally and all was well.

Received a fake Chanel and they were to quick to respond and willing to help... but shouldn't all this hassle have been avoided by having the items actually authenticated before selling? Their "authentication services" seem to be either too lax or completely nonexistent because I was able to tell the item I received was a fake at first glance.

My last two purchases were done on September 26 and I won't get them until the 2nd. I think this is a long time for shipping. I've ordered things before and they've taken forever to get to me. I live in a large city, not in the middle of nowhere so I don't understand why it takes so long.

I was really excited about this site and bought several items, and then... I received a pair of fake Tiffany earrings. I let the site know... sent photos etc. but they hotlydenied it, saying how hard they work to authenticate. Really? I have a real pair of the same earrings and Ray Charles could tell the difference. And then to return them, ew boy, what a ridiculously rigorous process. I said, 'forget it' and gave them away. Won't be buying anything from therealreal.com ever again. Burn me once...

Beware - if you buy something from them they probably won't let you consign it on their site if you decide you no longer want it. Had several items they refused even though they were bought from them (and majority not used or only worn once). I explained I purchased from them and was told it is not a place to resell used items. Isn't that what they do? And also that their designer list is constantly evolving. One pair of Prada shoes was never worn by me but not accepted now for 'excessive wear'. And I was told that I could be lying - they have no way of knowing. Great customer service!

Received "high rise jeans" - they were mid to low rise. I had to pay $12 each way for shipping, including the return, so I am out $24 for jeans that didn't match the site description. This isn't the first time I've run into this issue with TRR.

I ordered a LV Speedy 30 bag, wich looked like new on the site, and in real life it had a big stain on the handle and was much more worn out. I contacted them immediately, but since then i got no reply... Stay away from them!

Your Associate was very pleasant, professional and listened to clearly understood the reason for my phone call. She promptly provided guidance for my inquiry. It was a pleasure not to speak to a recording or an answering service that is placed out of the countrya real plus!

I'm a long time Consignor and a shopper or at least I was until recently, Unfortunately I've had back to back poor experiences recently as a Consignor and as a shopper. There are many other choices if I want to sell my premium designers in new condition and 50% off. I don't go to the real real to heavily discount unnecessarily. So unfortunately I'll be rarely consigning at The Real Real going forward. Regarding shopping, there are mistakes on listings and I buy premium designers which are always final sale and The Real Real wont take them back, so I'm now no longer a shopper. Finally the responses from the customer service agents are often condescending. Overall my experience recently has not at all been positive.