The RealRealReviews 5,331

In general I'm very satisfied with the items that I've purchased. I found that the descriptions on clothing are subjective (obviously) but not always accurate. The last item had a large hole in the seam that was not specified. Since it was a final sale, I was stuck with it. I wouldn't have paid that price for a damaged item. Overall I've had good luck, just not this time. I'll still purchase from the real real but I'll be more selective.

The process to consign was simple and professional. I consigned 22 pieces - all Gucci and new - yet there are still 2 pieces that have not been photographed, now 2 months have passed and also with White Glove Service. The items in question are - GUC******* and GUC*******. This has me a little frustrated as my pieces are selling quickly and these 2 Gucci Pillows would likely sell quickly. I have reported this to Consignment Relations already.

Always helpful, timely responses and promised results frame each interaction with the real real and the consigner relations department.

On two different occasions I've ordered Chanel bags from The Real Real. And I have worked at a high-end retail store for years; I know how to package and ship any, but especially expensive, items. Both times I requested on the order itself to package the handbag with the chain straps/handle to be placed INSide the bag with cushion around it. Both times they ignored my request, but they also SHOULD know with ANY merchandise to not lay a bag on top of its straps (and without cushion around the straps) you wouldn't do this at home so you shouldn't be in the habit at work. Now both these Chanel bags have indentations, indentations that were not there on the photos and what's more, they're on the FRONT side of the bags! I couldn't believe their mishandling and their not caring.

When I spoke with a staff member after ordering the first time, she said, oh just give it back then.' I don't Want to return it. You messed up.
I saved up for and wanted that specific hard-to-find item that they ignorantly let get a "smile" line across its front. No apology either. Sad.
It's really about teaching the ignorant how to properly package items, so basic. I don't trust them to handle items correctly; what if this had been a gift?
And they let it happen again with the second bag. Same request, same hope, same basic packaging 101 error. Who are you hiring?
Honestly I have found much better customer service on eBay, with the highest ranking sellers. Some even have gift receipts and authenticity cards! I no longer receive emails from them so I'm assuming they removed me from their list. Saved me a step unsubscribing.
Time to be teachable, TRR.

It has been a few years since I last sold anything on RR. My biggest annoyance with them is that they broke up matching sets of goods, keeping only what they wanted and sent the rest back, which you could not sell as a stand alone item. 1. I sent 2 identical earring and necklace sets to them, one with garnet and one with citrine stones. They kept one entire set and returned the earrings from the other set with the claim that they were not marked, when in fact they were EXACTLY like the set that they chose to keep. 2. I sent a 3 piece St. John pant set. They kept the slacks and the outer jacket and returned the inner sleeveless top, which was of no value to me without the rest of the set. BE CAREFUL WHEN SENDING MATCHING SETS OF ITEMS. THEY APPEAR TO BE TOTALLY ARBITRARY WITH WHAT THEY KEEP. My 3rd and last attempt at dealing with them was in March 2020 when the Covid nonsense started. I did a video inventory with them and sent everything that they said they would take. After 2 months of hearing nothing from them I demanded that they return all of my items. But they made only a partial return and had once again split apart mating items. The worst of splitting apart a beautiful St. John 2 piece set. After repeatedly hounding them they "found" the matching part that they kept.

My experience of this company after making a large order was BEYOND comprehension! They sent me the WRONG shoe- size was off by 3 sizes. Attempted to navigate return through website to no avail. A week with no response and I called into the customer service office. I spoke to * who made an already challenging circumstance elevate to a place of no return and a disconnected call. Her attitude was extremely combative and unprofessional. Upon asking her how I was suppose to "find a local UPS store" given we can a strict STAY AT HOME order here in California- she sarcastically said "not one person has had a problem- why do you".?!
I mean... at this point I'm laughing- can this really be happening? They send me the wrong shoe have my $350 and it's up to me to risk my life to find a store- uhhh... "Sorry can you schedule a UPS pick-up?"
*, "Sorry, no one has asked that!" -call disconnected
Then I call back to try again and get a "supervisor"
Her name is *
To make a long story short she quint ahead and set-up the UPS return to be picked up... after telling her about my experience with * she said, "I'll have to listen to the tapes"
Uhhhh... that's your response?
Is this how you respond to customers? You made a mistake, fine. You're a luxury consignment store. I highly suggest if you want to retain your luxury demographic you start treating your customers with respect and navigate your mistakes with a little respect and humility.
I own 2 businesses- when we make a mistake we make an offering to our clients and provide an apology. We are honored to have their business and they know it after EVERY interaction!
In these times- if you want to survive- I would highly suggest making the return process easier, especially when it's your fault~

*Personal information redacted by admin