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The RealReal Reviews Summary
The RealReal has a rating of 3.3 stars from 5,332 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with The RealReal most frequently mention great experience, fast delivery and high end. The RealReal ranks 5th among Discount Clothing sites.
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I had a great experience. My order arrived on time, was exactly what I expected, and was in excellent condition. I love my purchase and would recommend this site to others.
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..
Whenever I reach out to the Consignor Relations email, I feel like a get canned FAQ responses. They rarely, if ever, actually look into my issue and solve it.
It takes a LONG time to get consignments reviewed and on sale. I sent a number of items in last week and most of them haven't even been accepted yet, let along photographed and put on sale. You cannot sell what you haven't processed!
I was sent an item I did not order. I sent pictures of the wrong item and included pictures of what I tried to order. The response I received seemed to an automated reply. I had emailed multiple times to the customer service (at least 5) and only received a response twice. I have had to call twice now to try to resolve this issue. When I spoke to the person they told me I would receive a refund that would include my shipping costs. When I received the email with the refund breakdown the shipping costs were not included.
I have been using the Real Real for a few years and have been to both the store in NY and purchased on line. I love the service and absolutely love some of the deals I have gotten using TRR. I will say there is some inconsistencies with the rating of the condition of the items. I have found that it is really up to the buyer to scrutinize the pictures very carefully to determine the condition rather than rely on the ratings of "good, very good or pristine". I have purchased a few items that needed immediate attention to be worn. On the other hand, I have also received items that said that they were good or very good and actually looked pristine to me and I have gotten amazing deals on items I could otherwise never afford to purchase.
Recently and for the first time, I received an item I had purchased that was listed as a size 7 and I was sent a size 9 which, in shoes, is not close enough to work around. They were on final sale but when I contacted TRR I received a message back the same day with a return code and a very nice message from the representative apologizing and making sure I was not charged the return shipping fee. The return is still in process as it has only been a few days but I have been very pleased and impressed at their speedy and kind response. I would highly recommend this company!
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 :)
Return windows are too short. Delivery charges and return shipping charges are too much. Listing descriptions are often inaccurate/inconsistent, lacking pertinent information, flaws are not photographed and they often do not list measurements.
Lack of response from customer service, takes forever to list consignment items, took 20 days to send an item I purchased because it was lost in warehouse - that's happened more than once. Items are listed with incorrect descriptions and photos are backwards. Overall the high end, customer focused brand of TRR is gone and experience feels anything but special. Spend some time getting feedback from your valued customers and maybe TRR can recover.
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Kay
US
For companies
Review of The RealReal
Kay
1 review
1 star: Bad
Updated 30 minutes ago
Verified
Very Unhappy!
This was my first time ordering with this company and unfortunately I won't be again. I'm usually very skeptical about ordering with companies with a non-refundable policy but against my better judgement (and everything being resale) I did anyway. The purse has a smell it (old/mildew) that I now have to figure out how to get out. It's HORRIBLE! The description only details the the wear on the bags its self and the inside discoloration, however the stripes are very worn (at the point of breakage where they connect to the purse)! I'm afraid to wear it or put anything it as I'm afraid it might break. This was a total waste for me as I'll now have to take it to a shop to see if these straps can be fixed and the smell removed. I could've order from elsewhere and next time I will. I would be very cautious before completing your purchase. If I could send this back I would. My next step is to write a review on the BBB.
I really like how the app is organized, the quality of the shoes were as stated and they arrived quickly.
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!
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.
TRR has an appealing catalog, HOWEVER, 8 out of 10 times I receive garments and footwear with, unlisted, condition issues (like I did today!)! Their shipping is too high, for their volume of sales- they can afford To offer it complimentary or a reduction in the cost.
Purchasing was easy and efficient and I received my items in a timely manner.
I have purchased clothes and shoes from your store many time. The merchandise is always clean and as described.
I continually get a response from customer service saying the email from which I am corresponding is not the email associated with my account. This is impossible. There is only one email I use in connection with The Real Real -- this is very frustrating.
This website offers all kinds of fashion items for sale - from iconic to trending. They have it all.
From the business
The RealReal is the leader in authenticated luxury consignment. With an expert behind every item, we ensure everything we sell is 100% real. As a sustainable company, we give new life to pieces by brands from Chanel to Cartier, and hundreds more. Exten...
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members