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The RealReal Reviews Summary
The RealReal has a rating of 3.2 stars from 5,331 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 6th among Discount Clothing sites.
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I was referred to the TRR by a very beautiful friend of mine and she was right. Great deals and amazing selection all delivered quickly and professionally. A+ customer service too
I had an issue with a product receive and Jamillah took care of it right way. We spoke the issue, she provided me pointers and exceeded my expectations. This is want customer service is ALL about, exceeding expectations and follow through. She even provided and email upon conclusion of our conversation. Thank you for a great customer service experience.
Sold $40,000.00 + of my goods. Took MONTHS to get paid. Had to call Private Equity firm in Boston because of frustration, lack of return phone calls, promises of money, etc.
Goods that did not sell were shipped to OLD address and then finally shipped to me. LOOK at pictures of boxes that was my merchandise and merchandise I purchased. MAJOR DAMAGE TO ALL Merchandise (just firm boxes and more tape). Told they would have manager return calls. To date, no phone calls or emails.
NO return call from girl who came to my house.
I have enjoyed shopping with The Real Real however, I recently realized they take $11,95 off EACH item returned so even if you send three or four things back in one box with one $11.95 label, they charge you per item. So sadly, I will no longer be buying from them, when it costs shipping to receive and shipping per item to return, over $20 just to try, its not worth it! It would be interesting to see what their shipping business makes them in terms of profit versus the merchandise! Buyer BEWARE...
Handled my inquiry efficiently and was very friendly. It was refreshing to receive such efficient service
Had an issue with shipping :/ Jamilla stayed on the phone with UPS until the problem was solved (30 min!) The order is finally heading home to me :)) Thank You Jamilla!
If anyone needs help with this disgusting place, please feel free to contact me. We are meeting next week with the lawyers to proceed- and we all deserve justice! When I first spoke to the CFO, I blurted out-are you a used car salesman! Turns out my instinct was right these people are white-collar criminals and justice must be served.
Contact me at *******@gmail.com. We can beat this, stay patient!
First, let me say I am writing this to help all of you out there silently suffering from being grossly mistreated by this company. I truly want to help all of you that have been hurt by this company, as well as my daughter and myself, as this has been a really horrific, traumatizing experience, and I'll just give a tiny piece of what's happened. I don't want to publicly say too much, but know I am speaking 100 percent truth.
I bought from this company, since their inception, and gave them more money than I'd like to admit to myself. I was a terrific customer for certain, and although I don't expect anything from anyone, I surely would have thought this company treated people like humans, and did the right thing when it came to business. I had been pleased with my endless purchases, and I'm easygoing, I'm not a big, 'returner', and thought the CEO really must have it together, so when I thought of editing my massive closet, it was a no-brainer for me to use them. After all, this * made her millions off of all of us--it's simply a middle man selling our clothes. Little did I know they'd rob us without a gun-really. And then try to beat well me, anyways, and my daughter down, mentally. Little did I know what awaited me-when I finally caved and consigned with them. It's been an absolute nightmare. After six months, no resolution, just awful folks, I have come to realize I am not alone. Many of you have had serious issues with them, and they treat you horribly as well and I want to help. Tonight at a party, it was mentioned, and can you imagine-12 other people had consignor stories that were so disturbing to them-and this was one or two items for these folks. I had over 200! Many still unaccounted for, they don't care-and it starts with the CEO and we will go to court and litigate, my lawyers have been ready, I have not. Ok I'll briefly describe just a tiny bit
We lived in NYC and NJ our entire lives, when suddenly I found my life, my 22 year old son on my sofa Dec. 6,2016 dead. My-ex, the father of my kids and still very much family, so my daughter and well we decided we must move and be with him as we were shot. So in July'17 we moved to West Hollywood to be with him, and he passed away a week later. (John Heard-Home Alone Dad). We lost half our family that day in six months, and here my daughter and I were in a place we have always visited several times a year, but it wasn't home but it was and is our new home. So we were and still are to some extent aliens here, and we crashed hard and I decided it best for us to really sorta retreat into our grief and mourning-I gave it one year, for us to tend to our emotional health as hardest time of our lives. We have been isolating, and nesting and healing in our home, so this consigning stuff really was not my deal, I didn't want to, but reluctantly agreed.
* kept asking me to consign, as I have just a massive wardrobe of amazing designer clothes. I took months to decide, as I really didn't have the strength, or the need, but I finally in grieving came to feel that cleaning out some of my closet would be helpful mentally, and without me having to leave my home. The white-glove service, was set up in July '18, and I was told my clothes would not be sold until September, and we'd go over everything. Fast forward they sent this woman *, and an assistant, he was fine. But that day I had a tornado go through my house with this woman, taking well-over 200 items, extremely high-end, including so very many items of mine I had just bought! I kept saying no no, and when I'd turn to help her with something, she'd grab more clothes, and it was truly frenetic beyond words. My 23 year old daughter and I were in shock and trying to stop this erratic behavior to no avail. Anyways she suddenly grabbed a bunch of clothes and said leaving, I said wait--no signed contract, no list of items, I was told not to worry it was signed. She, spoke over me telling me I'm wrong it's signed. I knew I never did. Fast-forward, they sold clothes straight away-not waiting until September, and here I see all my new clothes I just bought for me-had sold! And with unsigned contract, without my permission, pieces I never ever approved, I had just purchased! For instance 2k Gucci boots I just got sold for $300. Moreover, the items I did approve, they so grossly undersold-there are no words to describe. Lost items galore -For over six months I have tried to reason starting with this *, she finally admitted I was right unsigned, and yep she took my new current pieces, she saw it was true, then she blocked me told me her manager would make adjustments. I went from one to another patiently for six whole months (my mom dying in between, Oct 12 and our doggie) all the way to the top, this company promised adjustments, and that I was only one this happened to -which is not true. They dropped me like a hot potato told me they look forward to speaking to my attorneys. This new guy from *, the new CFO, treated me so awfully, that I have lost countless nights sleep, and must start the long arduous litigation process, as again, it's over 200 items, and I don't have enough pages to tell you the unprofessional, and more importantly unkind, inhumane way they treated me. This has effected me in such a deep way, as again missing Dior Bags, Chanel Bags, but moreover, as my daughter said, "Mom I have never seen people disrespect people the way this company does". And that has hit hard and that is truth. They don't care about people whatsoever--I have suffered endless hours of actual tears and agony that people can truly be so so so cruel. I think being in mourning has left me very quiet and private which I always have been, but I never knew people could be so well, dishonest and again cruel I reiterate. They took the dress my son told me he loved right before he passed, I mean this has been seriously emotionally disturbing and there is comfort in knowing I am not alone as they lied and told me I was only person this ever happened to. But no, actually this has in fact happened to countless others maybe you! After four months of patience, I went to the CEO, she got straight back to me, I truly thought they would be professional at that time. Only to have it get so much worse, that it nearly cracked me. Yes, I have lawyers, I have met with them, they wanted to take it to the papers, truly, as it involved some delicate public interest people, but I'm still mourning, but I know full well every missing piece, every piece sold-for instance I bought a Gucci dress from them 3 weeks prior to consigning. I adored this dress-Tom Ford 2001 bought for approx. $600. They took that dress behind my back, sold for $75--same dress same company, tags still on! Now it's on firstdibs for $4500 as a collectors piece which I knew. Endless scenarios like this I have.
Without revealing all the horrific truths, this company not only robbed me, they accused me of being dishonest. Now that is so incorrect, and untrue, I have been entirely honest and asking next to nothing from the, just begging them for this paltry amount which they had agreed to straight away as they knew I asked so little! But see I told them I don't sue-so when they heard that they dismissed me, and treated me like a servant rather than a customer. They took the remains of my life that I loved and just trashed me, and then dropped me as if I'm some insane person. They knew of my heartaches never once said sorry for your loss, nothing. I have never, in my 57 years of being alive, been treated so poorly and illegally by a company.
One night I couldn't sleep so I googled this company. It was right after meeting with our wonderful attorneys, who are great guys really! I just hate all this, I pleaded with this company to give me peace for their mistakes to no avail. Well in googling, that's when I found countless others of you are going through same thing-they lied to me. Then, even tonight i met oh well over a dozen people at a party telling me same story with this site. Consign with them, they are getting away with this with no remorse very little retaliation. They truly are robbing folks. Selling 3k coats for 50 bucks. And tonight I was also made aware that they are also selling fakes! Which I do believe because i had one fake Chloe in my closet sold to me on ebay years ago-well * went to take it and I saw this happening and I exclaimed, "No no-that's ony fake I own-I must give that away-you can't sell that". Now I realize all the pieces of the puzzle are fitting together-this is their thing-J* is into quantity - sort of a retail "pump and dump'. She does volume and isn't screwing herself-we are all getting screwed and as they put it, "they look forward to speaking to our counsel". I realize now that the volume of complaints and wrongdoings is so massive, that they refer folks to our attorneys, in hopes we don't pay the 20K retainer to fight them. But I am this New Year, it is that bad, and I can't begin to list how bad.
If anyone else needs help, please get in touch with me, I want to help all of us that have been truly robbed and hurt by this company. It's really a personal, messed up thing they do-if you get it- you get it! I I believe in resolving issues. They took advantage of my kindness and hoping I was too frail but I am strong as an ox, I have seen what they are and if I'm stuck fighting, which they put me here not me, well I am a fighter and a survivor, and I have every text and email and phone call so here we go. Not my idea of fun but we must pick our battles and I choose this one for the inhumanity of it all.
Oh - And I know another unhappy Consignor-well I have her blouse! Can you imagine, I bought a $3500 Comme des Garcons current blouse sold-out at Barneys for $100 several months ago?! Of course now I really won't shop there, but I'd be a fool not to grab that up! I feel awful really for the consignor.
Oh and a little PS--Can you imagine I'm still getting emails from some new guy - saying, "Congratulations, Sharon, all your clothes sold! Consign more". None of this is true. The left arm doesn't know what the right arm is doing in this company! They want to keep us confused-I'm not! Happy New Year. Good Luck and I'm here if you need to vent or my help- I have a private instagram kikkibluesvancouver3
*Personal information redacted by admin
Ordered a pair of Louboutin shoes that were listed as Very Good Condition with only slight scuffs on the soles. Received the shoes and there was a spike missing (they were the peep toe heels with spikes all over). Absolutely no mention of this damage in the description. Because I am Canadian I paid duty and taxes which was an extra $138 which I would be out if I returned them, along with the cost of return shipping. Contacted them and was offered a $30 credit lol. Um, no thanks I will never order from them again! When I told them that it was ridiculous that I should be out any money due to either an oversight or blatant scamming on their part and that they should be reimbursing me at least $50-$75 they just didn't respond. Don't take the chance - very expensive lesson learned for me!
Jamillah helped me with a missing package shipment with UPS. She was prompt, professional, efficient, pleasant. She acted quickly contacting UPS and helped resolve the issue. I recieved my item within 5 days. Jamillah called to follow up to make sure everything was ok. SHE WAS FANTASTIC!
Shipping to Canada/International is over $45 CAD even if you only ordered a single shirt (which is lightweight) or a heavy coat or multiple items. There are also import duties you will definitely pay. I put myself on the waitlist for an item which became available, I purchased it, paid duties, and it was 2/3 sizes larger than what was described on the website. They replied to my inquiry but only offered a $50 STORE CREDIT if I keep, or return it (but I will lose the duties I paid). Haven't heard from them since I asked about the duties or a refund of $50 (instead of credit), they stopped responding.
I find beautiful designer goods that are usually up to par, there have been a few times where I have received items with holes or shoes with minor dirt on them (but nothing major or gross). The customer service is pretty good, however, I do not like the charges that they take out for returns, that is a bit unsettling. Other than that, I give a thumbs up for this site, they have done a lot better at advertising flaws than they have in the past!
Ordered a shearling coat and the condition was noted as "Excellent" and "No signs of visible wear." I received the coat to find a huge tear under one of the pockets and the inside pockets were detached and hanging down below the hemline. I really liked the coat and I reached out with photos showing the condition and requested a price adjustment. They offered a $50 site credit - meaning they wouldn't cover the cost to get it fixed at a special tailor and I would need to spend more money on their site. I doubt it would have been priced anywhere close to where it has been if the damages were noted on the product page. Once I said that won't do, the offered to accept the return - as if adhering to their return policy was doing a huge favor for me (return tag is still intact). They offered to pay for the return shipping (which should be a given in this situation) and I had to ask them to refund the original shipping cost as well. Extremely unpleasant to deal with. I've had horrible experiences consigning with them too. This will be the last time I give them any of my business.
Hello Patricia,
Thank you for reaching out.
We are so sorry to hear about your recent experience. At the RealReal we strive to deliver elevated service to all of our clients and we're sorry to hear that the service you received was not up to The RealReal standards.
We can confirm a full refund will be issued once the item has been received. We have also, added notes to the order about the condition so, it may be reviewed.
If you have any further questions feel free to contact us.
The quality of the product is amazing. My Vera Wang dress looked amazing on me - arrived early enough that "if" I had a problem with fit, indeed I could do something about it. The dress quality was excellent. I'm wondering why would I ever buy a designer brand new! I am excited and look forward to purchasing from the Real Real in the future!
Hello Charmaine,
Thank you for sharing your feedback!
We're happy to hear that you are enjoying your Vera Wang dress.
We appreciate your business and look forward to working with you in the future!
This is by far the best site for luxury consignment, all others pale by comparison. Ive bought a lot, and have never ever been disappointed. Buy often and with confidence. Jamillah B in customer service is the absolute BEST!
Jamillah B. Made calling in to do my return a very pleasant experience. She was very professional as well as apologetic that my items didn't work out for me. People like her will make me keep shopping at TheRealReal
Wanted to complement Jamillah and thank her for her wonderful customer service! She is very knowledgeable, helpful and kind! She is a true asset to the real real! Thank you again for your assistance and great customer service!
I have been in contact with Amanda over an issue that was resolved quickly and efficiently. Kudos to The Real Real!
I've ordered 2 pairs of shoes, 1 pair of Carolina Herrera and 1 pair of Sergio Rossi. I wear a 10, have been since I was teenager. I know my size in US, IT, EU... all of their shoes list as IT. A 10 in US is a 41 in IT, not a 40!
I ordered two items from therealreal.com and only one was shipped to me. When I checked my order online to see when the rest was coming, I saw the whole order was marked shipped and delivered. So I emailed customer service, explained the situation, and asked for a tracking number for my missing item #2. I got a reply right away that was very nice but the person just said "We sincerely apologize for the delay in shipping your order"... so I replied again asking for a TRACKING NUMBER for the item #2 once it shipped. Then customer service replied and said "We have sent an urgent message to immediately locate and ship the package to you via overnight shipping once ready"... and I was like UGH... at this point it was a week after I'd originally placed the order and paid for quick shipping. Two days later I nudged for an update, and they said they needed another day... then another day passed, and they told me the dress was unavailable and that they'd refund me. That led me to continually check (and then finally call) my credit card company to confirm the refund. So dumb! Such a waste of time! In contrast, a few days ago I got a very similar dress on Poshmark and it was delivered no problemo in 3 days. Get it together, therealreal.com... not for me (because I'm never coming back) but for other shoppers.
All my questions were answered and I got exceptional customer service, completely satisfied with Jamillah she was friendly and took the time with me!
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
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Hello Lisa,
Thank you for reaching out.
The RealReal only charges for the label that has been used. Our customers send in multiple returns in one box everyday and are only charged one fee of $11.95.
We will gladly go over your returns with you, if you would like.
Please let us know.