The RealRealReviews 5,331

The downside to buying luxury bags on this site is that most items are final sale and not returnable yet the photos and item descriptions fail to show or state flaws of the bag. For example I purchased a vintage Chanel medium flap and when I received it I saw that the strap of the bag had been adjusted. The leather does not thread through the entire length of the metal chain. This was not disclosed in the written description nor pictured. Things such as this does greatly affect the value of the bag. For a $4100 (before tax) bag that is NOT RETURNABLE you would think they would take more care to disclose all flaws and photograph more detailed photos. Because of this I am very weary of making purchases from this site and would rather pay a bit more on other resale sites that don't charge me shipping fees and have return options on their items.

This may be a good site for buyers, although I see plenty of complaints.
BUT Definitely NOT GOOD FOR SELLERS.
Selling online anywhere else will allow me to keep the item in case someone nearby wants to buy it. It also allow for multiple listings. If you sell on RealReal, you have to say Good Bye to your item -- you submit it to them and won't see it anymore -- leaves you Zero Options!
Even after over a moth of leaving my item with RealReal, I wasn't able to ask for it to be returned to me, after I found someone to buy it in person.

My first review was written on February 11th regarding a jacket I ordered that arrived with a security tag attached to it. I called Customer Service and I was instructed to send the jacket to New Jersey to have the security tag removed. I sent the jacket to New Jersey. Two weeks later, the jacket was returned - with the security tag still attached. The customer service rep I spoke to a second time told me I would have to send it back to New Jersey to have the tag removed and said, "hopefully they can get it right this time." I did send the jacket a second time and 2 weeks later I received with the tag removed. They still owe me a phone call and compensation.
After writing a review, the RealReal responded to my 1 star "Doesn't get any worse than this. Stay away" review stating that they tried reaching out to me several times and the call was disconnected. THIS IS A LIE. I have given this company my cell phone number 3 times and they have NEVER contacted me. Their response to my reviews and comments are disguised as if they are taking care of the issue and they are not! I am still waiting for customer service to call me... Do NOT believe their customer review responses. They spin it as if they have taken care of the issues and they have not. I have noticed that other reviewers have had similar experiences... I am thinking we should ban together with our customer complaints to show solidarity. I don't plan on stopping these complaint and one star reviews until I am compensated for the inconvenience and embarrassment of giving someone a gift that they could not use until 3 months later. A winter jacket bought in November and the security tag not removed and shipped back to me until February. The RealReal applied a $35 credit to the account - to be used to buy something else, with a time limit to use it - are they insane? Why would I buy something else from them when they cannot rectify what should be a simple issue.

I have been shopping on the Real Real for a couple of years now, and the price, quality and customer service have really declined, so much so, that i will no longer stay a customer. Over the past two years, I see the price steadily go up, and it is no longer a great deal to buy these designer clothes. You might as well use eBay or go to your local consignment stores. Sometimes the used item is only about 10% or 20% cheaper than the real thing.
The straw that finally broke the camel's back for me was their return policy and their lack of instructions on how to clean something. I recently bought a dress, maybe more than two weeks in advance, for a wedding. I ordered it early because I wanted to make sure that it arrives in ample time. After wearing it and washing it, the dress shrunk to a child size, and because of that, the zipper became crooked. Nowhere did the description of the dress warned me of that. I contacted their customer service, who emailed me back to tell me that there has been a high volume of complaints and that they will get back to me soon. After two weeks of waiting, still no reply. I finally emailed them again asking why no one has contacted me, and re-explained my issue with the dress. This time, they responded right away and said there is nothing they can do about it. It has passed the return policy time. They never considered the fact that they sat on my original email with no actions taken for over 2 weeks.
In this day and age, there are so many other ways to buy used designer products. If TRR continues to operate like this, I think they will lose more customers. I'm truly disappointed, as I do find some amazing items on their site.

Zaa a I submitted 2 bracelets in Jan. 2020. One was 18k gold hinged cuff with 2 rows of small diamonds, the second was a 14k gold large link. I received verification that they received my 2 bracelets on Jan. 13 with the assurance they would be posted on the website. After no response for about 3 weeks I contacted them and they immediately conducted a "lost" item search. Of course I did not have pictures of my items, my huge error. After another 1 week or more, Fred (consignment relations) said they were indeed lost and their appraisers would determine a value based on my description. Just last week they responded with a value of $325 each which is not fair or correct at all. They should provide a replacement value for me, they were the ones who lost my items. I countered with a $1000 value and they have not responded to my calls or daily emails. I feel they are abusing their position and failing to treat me with fairness and respect. They are doing what is costing them the least rather than placing a invaluable price on their character and reputation. To this date they have not responded to any of my out reaches and they offered to give me $650 for losing my 2 bracelets. I regret to report they are not a reputable company with regards to the treatment to dissatisfied clients.

The Real Real has an option to obsess an item. The problem is that items that you have obsessed that are still available for sale simply disappear from your obsessions so you can't see them, so it is not very reliable. I have brought it to the attention of their IT twice but it appears beyond their capabilities. What is utterly crazy about this is that TRR sends me emails saying, "Your obsessions are going" on items I obsessed; however, the website does not even allow me to pull these up in my obsessions. Lol. See attached. Apparently TRR can pull up items I obsessed that I can't even pull up in my obsessions.

The Real Real placed my property on consignment and repeatedly informed me over two months that my consignment was sold and payment would be forwarded on the 15th of the month.

This false representation continued from January of 2020 and continues to this day in February, 2020.

Any contact with their customer service has been met with arrogant commentary and a direct blow off to wait until the 15th of the month to receive payment.

Contrary to assigning luxury goods, I was treated like a person wandering around in a flee market looking for a way out.

This horrible Decision I I made will now continue through March, 2020 according to their consignment representative who spoke like a bad recording playing over and over.

Seller Beware!

Watch out for the condition of items because they can be wrong sometimes. This is a problem when an item is not returnable. I ordered a shirt in excellent condition, but it was clearly worn and washed, and it had the name Emily written in marker on the tag. The RealReal customer service got back to me, and helped to resolve the issue. So, if you do happen to have any issues, reach out to customer service and they will assist you!

They need to change the name to "The Fake Fake"! I purchased a Louis Vuitton Totally MM monogram and it was an obvious fake. The only reason I purchased it from them was because the bag has been discontinued. I already owned the same bag except it's the smaller PM, which I purchased from the Louis Vuitton store in Paris. If the bag had not been discontinued I would have purchased the larger size from an actual Louis Vuitton store. The Real Real is a scam and a rip-off. Buyer beware!

The only reason why they are still in business is because scammed sellers or buyers do not take the time to fight them.
If they did, TRR would be gone by now. No amount of fake positive reviews can hide the true nature of this shady business!
Employees are clueless.
Managemdnt is dishonest.
They were your clothes once they get them from you
They put them up for sale before the potential consignment agreement has even been signed or before the potential consigner has exercised their price approval options...
Most people will just accept a check and move on.
That's how TRR has been able to remain active all these years.