The RealRealReviews 5,331

I purchased two bags over a week ago, one of which was sent and already delivered. The other bag, which i was already charged for in full has not even been shipped yet. I reached out to their customer service 3 days ago asking for an update for which they told me that they needed to get in touch with their warehouse and I would be updated within 48 hours. Still no update, I've reached out to them 3 more times and have yet to get a response from them. I've asked for a refund and to cancel the order and still nothing. I had to call my credit card company to open a dispute since they clearly lack in customer service. You should have never charged me in full for that large amount of money without having sent the item in question.

Stay away from the RealReal! They sell fake LV bags. I recently bought what I thought was an authentic LV vintage bag. Once I received it, I was able to identify 5 separate things that made this a fake purse. I cant believe their highly trained staff couldnt spot these flaws since I, who am not an expert, identified them quite easily. Of course the purse was a final sale, no returns (red flag!) After 3 attempts to reach the RealReal, they finally responded. To their credit, they offered to refund my money. I chose instead to keep the bag because it is a high quality FAKE. The point is do not take for granted that what they sell is genuine because they say it is. IMO this is not a reputable site.

I got my order today. With the money I paid for the purse, I was appalled by the way it was delivered to my door. Nothing to do with the fedex driver but by the way it was packaged.It came half open, The one strip of tape on top on the flimsy box came undone and the bag inside came out of the dust bag since it wan not tied. It's worth mentioning that I made several purchases with FASHIONPHILE and they consistently give high emphasis on taking care of your item, its delivered double bagged the fashionphile dust bag on top of the purse's original one, a thank you note and on a well taped thick box. This is my first purchase with your company, I'm hoping you can improve on this aspect, at this point, I can only conclude that you have a very poor customer service.

I have been an avid online shopper for years, and once I find a place, I tend to stick with it in terms of consistently shopping on maybe those 2 or 3 said favorites. With that said, TheRealReal has become in my official top 2 I would shop through. I have bought roughly 7 or 8 items (not simultaneously) but 7 or 8 different orders at different times, and every package looks EXACTLY as advertised on the website. This is really important to me, because far too often have I bought something and it arrive a completely different color, shape, odd size, etc. But everything fits as described, and they do a fantastic job of letting you know if there IS some minor defects with it (fabric pulls, marks, and so forth) right there in the description. Never had any issues over the past several months, so will keep coming here!

I can't say enough about how Chelsea H. Handled my matter -- she displayed emotional intelligence and compassion like I have never received from a customer service professional. She deserves a promotion and raise.

In a nutshell, I returned my order, but was contacted by TheRealReal because they unpacked a towel and pillowcase instead of the sweater I had placed in the parcel.

In short, the parcel that I left with my hotel in Long Island City NY, to be picked up by FedEx, was tampered with and the sweater was stolen. I have since been in touch with the hotel and they are investigating the matter.

I completely panicked when I was speaking to Chelsea on the phone, and she handled it so well. She very reassuringly said, "let's figure this out together". There are no kinder, more empathetic words that can be said in such a situation.

As if that weren't enough, Chelsea assured me that I had not done anything wrong, there was no need to feel mortified and like a criminal, this incident would not affect my standing with TheRealReal, and TheRealReal would refund me, which they did right away.

Chelsea, thank you again for your professionalism. This is one of many reasons why I love shopping with TheRealReal.

Warmly,
Anjli

Anjli Patel, JD

I had to wait an hour to get through to CS! I also had placed an order 5 days ago for $1,200 and they still had not shipped it. I had emailed them to check on it, but no one ever responded. When I finally got through to CS today they followed up with the warehouse and found out they could not locate the items in my order! Why do they even charge your credit card if they don't have the items. If I had not contacted them they would of stole my money!

Two months ago I sent TRR a rare, valuable 14 piece demitasse set in perfect condition: HERMÈS MARQUETERIE DE PIERRES D'ORIENT ET D'OCCIDENT DEMITASSE CUPS & SAUCERS

In short order it became clear that TRR broke two of the cups in receiving. Subsequently, they attempted to list it as a 12 piece set, certainly, less valuable.

Since, Ive called, also have over 20 email corespondences w/my assigned Customer Service Reps. After much back and forth, they agreed to purchase this listing but still kept attempting to compensate for a 12 piece set... PLUS insult to injury, they had the gaul to discount my compensation by 20%! REALLY?

Major pain to work with TRR, this isnt over yet, not settled and Ive not been compensated. My next call wont be to TRRs Customer Service, instead it will be to The Better Business Bureau.