The RealRealReviews 5,331

I purchased an item that was a final sale and described as being in good condition with minor wear. I received it and it was not as described it had a hole in the fur, the underarms had the fur worn down to the skin and the pockets were worn too. I sent three messages with pictures to customer service with no response and can't get thru on the phone. I have bought in the past items that were as stated in the listing. I do not recommend this service if they can not stand behind their listing and will not respond to emails in regards to the listing. I have requested to return item due to it not being as listed. Have still recd no response.

I have made 8 purchases from The Real Real, all men's cashmere sweaters. The average discount is about 86% from the retail price, which is terrific. A Loro Piana sweater that retails for $1000 will sell between $150 and $250, $1900 retail sells for $250-350 and $3000 retail (full zip, suede trim, including tax) sells from $250-400. Six of the purchases were as advertised, thus a great deal. One sweater had two holes, another was listed as "light pilling" but in fact was very heavily pilled and had to be returned. After a two week wait, I was given a $30 site credit for the sweater with holes, but no option to return. The holes were fairly easily repaired myself. Even though the pilled sweater was not as described, I had to pay shipping both ways. Customer service is really very poor. So, high marks if no problems, low marks in the event of a problem.

I have purchased numerous items from The Real Real since 2016, and have had mostly positive experiences. However, since they have gone public recently, their level of service has gone down substantially. Previously, if there was a question or issue, you could call their customer service number and can get someone to speak with within a few minutes. I recently had an issue with a few items that I purchased and waited on average 30 minutes before giving up. I then sent them 6 emails and have not heard a peep. At this point, I have contacted my credit card company and have asked them to hold the amount that I had spent with The Real Real until the situation can be resolved.

If you are interested in purchasing here, you can now expect to have absolutely ZERO customer support for questions and issues.

On a different note, I recently purchased a Bottega Veneta purse with an "Excellent - No Visible Signs of Wear". Upon receipt, I noticed scratches on both sides of the leather. Since purses are non-returnable, I am now stuck with a slightly damaged $600 purse.

Was about to consign furniture from 2 previous apartments but will not be doing that.
Tried to purchase a used kids armoire from TRR and was SHOCKED when the delivery fee from NJ to NY was $495 - about the same amount as the armoire itself. Added together the total charge is a little less than buying that same armoire brand new.
Given those crazy fees my furniture will never get sold until they reduce the price to no value at all.
Tried 5 times to speak with a customer service rep or manager and emailed 3 times - wanted to make sure this was not an error. Absolutely NO RESPONSE. TERRIBLE.

I have had commission rate drop from 69% to 40% without reason. When I asked why I got a response stating that it was due to items of a certain listing value or sell for less. Yet I have received 60% on items listed and sold at far less.
The items described as Pristine are anything but. Shoes I purchased as pristine in box with tags has scuffed heels, no tags, very obvious toe and foot imprints in the inside, the box was beaten up some. When I returned them they relisted them with the exact same description.
Other pristine items with tags have had holes, blood and pulls. No tags or tags have just been pinned back on used items.
The amount if money spent on items that cannot be returned that are not what they seemed is so much I would have been better buying new.

They Will Steal Your Item
I have 2 Cartier bracelet to consign with them
1) panthers bracelet retail 88 k
2) un clou bracelet retail 44 k
I gave them receipt that I just got service by Cartier & gave them my PW to login to Cartier website ( that I shouldn't)
Guess what? There stupid authenticate team
Says my Jewelery is not authentic
Whoever have polish by Cartier should know:
Catier's will not except it if it's not created by Cartier them selves
So please please don't consign w them
They only base on hight value Jewelry
They keep emailing me
We Will Not return & will Destroyed
Destroy in your pockets?

Already contact with my attorneys will up later

My mother-in-law bought me a gift card for my birthday. First the gift card does not get emailed to me. Then when we chase the card and it does get emailed to me, it doesn't work. I have reached out no less than 5 times over the last 10 days and no answer. Given the experiences of other reviewers on here with funds and items going missing, I am starting to suspect fraudulent behaviour. As a publicly-traded company, it is unacceptable for customer funds to go missing. I hope someone from NASDAQ, the SEC or the media is looking into this. I plan to file a complaint with the former two if my issue is not resolved this week. It's so disappointing because I am a loyal customer who has purchased over $3K worth of items with TRR. Buyer beware!

When I first started buying and selling on TRR, I received a 60% commission on my items. That dropped to 55% and I was like, okay, I guess they're spending money on ads and have staff to pay. But imagine my surprise this last round when I sent them 20 items to consign and mysteriously found that I would be receiving a 40% commission? This, despite the fact that at the top of my sale page the commission rate still reads 55%? I had to do some digging, after sending an email and still waiting for a reply, and found that their new (or newer) policy is that any items whose resale value is below $135 only get a 40% commission on the sale. So let's think about this for a second. First, it takes the same amount of work to authenticate and verify the condition of the item, then photograph it, and list it regardless of the resale price. Second, TRR sets the resale price so of course they're going to list everything lower than that in order to score their 60% of the commission amount. Third, the 40% isn't visible on your sale page as your commission rate so you don't know about it until the item is actually listed and it appears next to it, which is a bait and switch tactic if you ask me. Fourth, this is a way to penalize consigners who can't or won't buy the much higher end designers or items that would garner a $135 or above resale value. So TRR, despite its advertising how green it is on every page because you're not buying new, is really an elitist scam that penalizes some consigners in order to maximize their profits. Will never consign with them again or buy items from them.

Used to love this company. Used to have great quality control. Excellent customer service, and amazing response time. Now? It's all changing. Read the many reviews in the last few months? Aggravated customers are going online to vent as it is the only place to vocalize their absolute frustration with TRR. It's now REALREALBAD service. Ms. Wainwright needs to RESOURCE to meet customer demand and now worry about her SG&A. I waited 40 minutes to speak to a kind customer service rep today. She was at wits end, I could tell. Probably getting yelled at by the many customers waiting half a lifetime to connect with a PERSON since online emails go unattended to. I told this rep she should LEAVE TRR and move on to find a better company as she's too good to be there. Move on to a company where her professionalism will be valued and not abused.

Ms. Wainwright... things are unraveling and customers know it.

Moving on.

I recently consigned a couple of new Christian Dior items - a pair of stiletto pumps and a pair of earrings. The stilettos sold about three weeks after I sent in the package, but theRealReal notified me at that point that the earrings would be returned to me due to "low market demand." Several days later, I received the returned consignment to find only one of the two earrings inside the package, as shown in the photo attached. I've been contacting theRealReal - 4 emails and 3 calls over the past 12 days - to inquire and resolve the issue. None of my emails were responded to, and while one customer representative attempted to figure out what had happened to the lost consigned earring, the response was a simple email notifying me that theRealReal received an incomplete pair of earrings, insinuating that I was to blame for the loss. The email ended with a polite message stipulating theRealReal would await my response and provide further assistance; however, no further inquiries were responded to.

I have been a customer, both consignor and shopper, at theRealReal over the past four years. Not only is the lack of responsiveness an unprofessional and irresponsible business practice for any company, it is exceptionally unsatisfactory as theRealReal attempts to operate in the luxury goods retail industry where its customers expect and pay loyalty to good customer service. The insinuation that I was the one who sent in an incomplete consigned item is just insulting, as it would be for any customer let alone someone who has been a customer for years. TheRealReal, train your staff better and stop insulting your customers.

DO NOT DO BUSINESS WITH THESE PEOPLE; THEY ARE THIEVES!
They do not accept returns on handbags. You would believe they would publish good, clear photographs to give the buyer an option to buy or not to buy under the circumstance. No, they took a dark photo of a dark brown handbag - I thought The RealReal was authentic and decent so I took the chance only to find the bag is ripped, beaten up and discolored. These people are thieves and I am sure they will be out of business soon.

Before this, I've never really had an extremely awful experience with The RealReal. Most of the time, when anything goes wrong, they are very quick to respond and amend the situation. Unfortunately, my current ordeal is still ongoing and I've lost my patience entirely.

I've returned a box with 6 pairs of shoes almost 3 weeks ago. For some odd reason, 1 of the pairs has not been processed for a refund yet. According to their return policy, "Please allow 48 hours for re-authentication and processing."

I've allowed almost 480 hours for this. I've contacted them after almost 2 weeks of waiting, and I was assured that the Returns Team was notified of my return and that I will be informed of any updates. Unfortunately it has been a week since this email with no updates.

I've been ridiculously patient, and there is not other way to put it than stealing at this point. It's awfully strange that I was refunded for all the other pairs of shoes in the box except one, and I can't seem to get any answer regarding this awful experience.

Edit 9/24: Oh my day, it's finally resolved! The only way is to keep contacting them (email and call them). DO be sure to know your shoe size for a specific brand before buying it. You can avoid yourself a shoe return nightmare if you're sure they'll fit.

Also, pretty shocking is that they told me I was refunded on 9/11. Never received a confirmation email, never came up on my bank statement. In the very first email I sent, the employee asked for some information, and then in the next email referred to me by a different name. Funny thing, that person was the one that probably got refunded in the first place. LOL.

I rarely write reviews but this time decided to do so just to warn some buyers not to waste their quality time and money.
I recently bought (31 Aug 2019 purchase no. R*******) pre-owned Chopard Happy Sport watch, that arrived 10 days since I paid(ridiculous) and on top of that, the watch did not work!
If The RR says in the disclosure 'The watch was checked by legit Juewler and it is authentic etc.etc.", then why that jeweler or whoever it was did not attempt to report that watch needs a new battery or install a new battery ($3.00 original made in Swiss)?
How the company is selling the product that doesnt work?
I personally wud never deal with RR

This scam company had me print off forms, notarize them for their client and scan them back. I did all of that and charged them a small fee of $25. They didn't even bother confirming receipt of the scanned back forms, they didn't follow up with me and they expected me to fill out an I9 form as an independent contractor. Seriously? NOBODY DOES THIS. I am not about to do an I9 for a lousy $25 job. Needless to say, they are ignoring my emails and invoice. Will be putting a complaint in to the Better Business Bureau.