The RealRealReviews 5,331

The worst consignment website I have ever purchased from. Never again. Ladies & gentlemen if you want to buy from a sight selling 5 year old garments as "BRAND NEW" then you will love the real real as that is my exact experience! False fraudulent advertising is never okay. My leather skirt has become faulty after only a few wears, finding out from the designer, Lover, personally that the clothes they are telling you are brand new, which are in fact half a decade old, explains why my 'new' skirt has fallen apart.

Shocking service, you guys are the WORST.

I purchased a purple label Ralph Lauren shirt on sale, NWT. I inspected it thoroughly, however, in hindsight I should have checked the functionality of the zipper many times over. Unfortunately, on the forth unzipping and preparing to wear the shirt, the zipper broke. It cannot be fixed and I have asked many seamstresses, who say the whole zipper needs to be replaced. A cost and a plight I am not prepared to undertake. I wrote customer service and they refuse to take the shirt back (the tags are still attached). But they offered me a $15 credit to buy more of their BS. I wrote them back, declining the offer of $15 and explained that they have now knowingly sold me damaged and defective clothing under the guise of "new." No one returned my email. I have a tracker on my emails, I know the inside sales team opened it one hour after I sent it. The RealReal is a cheating, lying, smiling at you while they have their hand in your pocket kind of company. I have lovingly dubbed it "The StealStea".

I've been going in circles with another customer service associate via email regarding removing charges that I wasn't responsible for.

I finally gave up and called to speak with someone directly. The downside to calling is having to wait forever, but Jamillah was able to resolve my issue right away.

Emailing customer service for any issues or concerns may work for some people, but it didn't for me. I got nowhere with the person I was dealing with and I have yet to get a response... 2 weeks later. Good thing I called.

Thank you Jamillah.

This is the 2nd time I've had an issue w/ therealreal.com and knock off handbags. I've only shopped here twice.

The second incident involves a Tod's Handbag. I'm not extremely familiar w/ Tod's but I expected the leather to be buttery soft and indicative of high-quality (similar to the Alexander Wang bag I own). The moment I opened the box and pulled the bag off I knew it was a bad knock-off. Thin, fake OR really poor quality leather, a chemical scent, cheap knock off canvas interior AND a card board bottom placed between the canvas and bottom of leather. I just don't think this was inspected at all, how could this have passed inspection by an expert when I (not an expert) was able to tell right off the bat that this was a fake (and not even a good one).

It's disheartening to think you're getting a quality item and then not receive what you're expecting. I think that Realreal needs to update their inspection process w/ consignments because this is a disservice to their customers.

I want to add an update to this review.

I was able to return the Tod's bag to the Realreal, which is great. The bag had a no return policy but it was inspected and determined to be fake, so they issued a full refund. Here's the clincher, though. The BAG KNOWN TO BE A FAKE is listed again on their site and stated to be authentic. See link below.

https://www.therealreal.com/products/women/handbags/shoulder-bags/tods-leather-shoulder-bag-WwFvUVOvke8-nBbQ3qSO61M

There are numerous accounts here of The Real Real selling fakes, and if you want more, go search The Purse Forum for the company's name + fake. Not only do they sell fakes, they re-list fakes after they've been notified. Disgusting.

I made the mistake of consigning some authentic goods of my own, under the assumption that they would list them for comparable prices to the ones the list the same items for all the time. How wrong I was. The idiots that work there can't tell the difference between an evening gown and a maxi dress, and I ended up with less than $120 for a $4500 Alexander McQueen dress.

These people want your items to sell in bulk to line their pockets. They will do anything to make even a single dollar. Steer clear of these devious people!

I want to thank Alyson T. For her assistance in confirming the comments listed on a merchandise description was confirmed to not be so by taking additional images of the merchandise and sending it to me, which permitted me to make a final decision. The item was still for sale and I was able to buy it. This was my third call in to inquire about the merchandise and she was certain to make it happen on her own. I'm grateful for her passion and assistance in making it all happen. Keep up the great work in making a difference to all whom you come into contact with.

I was new to theRealReal and I placed an order yesterday, however, an email notification woke me up this morning stating that my order has been canceled, with no explanation for the reason. So I went ahead to check the items which I ordered, and found out that theRealReal is still listing them for sale on its site. So those items are still in stock. I then checked with my credit card company, it looks like everything was fine with my payment and theRealReal has already charged me since yesterday as shown as a pending transaction on my account. I then tried to order again and the system won't let me go through. This is for sure an issue from theRealReal system, not a payment issue from my end. I took all the screenshots and now I'm emailing the RealReal for an explanation. I have never used this site before so I didn't aware of all the negative reviews on here. I hope theRealReal can get back to me so I can update my first-hand review.

The Realreal has massive problems. Sold an item that was a great deal, but kept the money for a week and then admitted they did not have the item. It could take an hour to get through to customer service-- endless hold-- so most people just give up. The customer service supervisor Scott refused to get on phone and told the poor operator to say he left for the weekend. It took me many hours of holding on 7 calls from Europe without really any satisfaction-- a credit on a much worse purchase-- and no senior person ever contacting me.

This is the final update for my case. I sadly didn't get any help or response from theRealReal to be refunded until the case was closed by PayPal. On the next day I got a provisional refund from PayPal, I got the final notice again from PayPal that the case was finally closed in favor of me because they also didn't get any response from theRealReal. Now I'm relieved that I successfully retrieve all the refund, and also am really sure I will never go back to theRealReal.
By the way, because I needed to come back to this site to update my review, I noticed that either good and bad reviews are being added often. But I doubt if the good reviews were made by real customers. I can't help but am skeptical if they're made by the people inside theRealReal to balance good and bad reviews to keep the total rating star to be in the middle. Who wants to be a first time reviewer here to leave a good review after he/she was helped by customer service personnel? I think most of the reviewers here visited here for the first time when they had some kind of troubles with some shops/companies just like me. I just can't get that there are lots of good reviews just saying " ~~ (at the customer service) is helpful/awesome!" about theRealReal.