The RealRealReviews 5,331

I purchased a LV Neverfull GM for $1,025.00. First and foremost the packaging was ripped and horrible looking just like the bag. They listed it as 'Very Good' which apparently it is like a grandmother's nightgown, it covers everything from an almost brand new to trash and unfortunately that's what I got, trash. When my co-worker saw it she thought it was a joke and laughed. I tried to dispute to return the bag with their customer service but it was like talking to robots reading off transcripts. They use 'Very Good' grading as their shield since majority of their products fall into that group and they list everything so general so you can't dispute no matter how bad the item is. I e-mailed in my reason for return with pictures and of course they replied back with here is how we grade and yours fall under Very Good although again is trash. When I called and tried to plead my case their rude and unprofessional customer service rep, Lauren, (a guy) just kept on wanting to recite what is 'Very Good'. I don't want to hear what is their very good because it is not. One fortunate thing was I was able to cancel the last order I placed since it hasn't been processed yet. The bag had an "Excellent' grading but too bad I don't trust it.

Now I have to spend more money to take the Neverfull to LV and have them redo the leather part which at the end I could've just went into LV and bought a new one. Learned my thousand dollar lesson!

I am sure they really don't care that they lost a new customer. I was so happy to find the site and I was telling my co-workers. I will for sure now take back my excitement and tell them to never purchase from there.

I purchased a pair of Soebedar shoes from TRR. This was my first purchase from them. I trusted the site to do exactly as they stated... authenticate luxury items before reselling them to customers. NEEDLESS to say that wasnt done. I purchased my shoes Jan, 10 2018. I got them about a week later... about a week and half ago I tried them on and they felt odd... I did a little research apparently the shoe is not supposed to be released until SS2018. WHAT? I got a fake shoe?

I called customer service January 27,2018 to find out if the shoes were authenticated by the company. If so, please confirm via email the shoes are real if not Im sending them back! The rep told me I would hear from someone via email by Wednesday. I did hear back from the Consignment folks but nothing regarding my fake shoes. I am beyond pissed! R*******. I want someone to own up to the fact they do not authenticate the luxury items and refund me my money.

I have purchased with TRR in the past without a problem. Somehow this transaction is different. I ordered the item January 11th. I received my item 2 days later just to find out they sent the wrong item. This is where the nightmare began. They sent me FedEx return label which I used to return the item but till now, I haven't received the actual item I purchased. I've called them several times. Each time I call, customer service say something different. Last call I had they said that the item is still in the possession of the seller. Prior to that, I was told they are already in possession of the item only awaiting to overnight. At this point I do not know who is telling the truth. It's really simple, I paid for an item, I just want it to be delivered to me.

I discovered TheRealReal over a month ago and have been pleased with the items so far with the exception of two things I've picked up on: inconsistency in measurements and not disclosing ALL of the flaws on the item. I experienced both in ONE type of item, a Helmut Lang Shearling & Leather Jacket. There were two of the same jacket only one was taupe and other beige. Both are large, however look at these measurements:

Beige:
Bust: 34"
Waist: 34"
Shoulder: 17"
Length: 24"
Sleeve: 33"

Taupe:
Bust: 35"
Waist: 35"
Shoulder: 16"
Length: 24"
Sleeve: 29"

They need to all get together and develop a universal way of measuring items because a small difference in inches is huge in how the item wears on you; it's the difference between sleeves too long or sleeves too short, a bust too tight or a bust just right. This is not the first time I've noticed an inconsistency in measurements for multiple listings of the same item, which has made me extremely careful about purchasing. Lastly, the beige item had a visible stain at the shoulder. I saw the item 3 times before I noticed. If I hadn't caught that, I would have been very upset.

I highly recommend everyone have your measuring tape by your side and take measurements of your best fitting clothing, ESPECIALLY if they write "size not listed, estimated from measurements."

Lastly, $11.95 is quite steep for shipping/returning. Yikes. I'll continue to shop but with a lot more caution.

I sent a diamond bangle bracelet by a high-end designer. I know it was authentic because I bought it directly from the designer. It retailed at $15,000.00 The RealReal sold it for only $1,300.00 It had over 15 carats of diamonds in it. Whoever bought it turned around and put it on ebay for $7,000 and sold it immediately. I am out thousands of dollars. Do not send your fine jewelry there!

I've ordered once from TheRealReal and was generally happy with my purchase. The item was beautiful and a good price. I don't really like how they charge $12 for shipping that takes a week. But like I said, what I got was a good price so I suppose it balances out. I took off one star (and debated taking off two) for their incredibly strange customer service. I corresponded with a seller on another site who said they sent an item I was interested in off to TheRealReal. I didn't see it up on the site, so I emailed to ask when it might be. The agent that responded to me did so in a way that was muddled and badly written. Basically they told me that they didn't really know of the item, but "if" the item was in their inventory, it would be on the site soon, but only "if" it was in their inventory... Okay, so if you are prevented from revealing merchandise before it is up on the site, just tell me that. I wasn't really satisfied with that response, so when TRR emailed to ask what I thought of their service, I said I wasn't really happy with the answer I got as it was vague and unhelpful. To my surprise, the same agent that I was referring to sent me an email in response about how they did their best and shouldn't have received a bad rating. What company asks customers how they feel about the service and sends that feedback directly to the person who helped them? That's incredibly strange and deceptive. They asked for my feedback for the purposes of improving their practices, not so that I would be harassed by the very agent I critiqued. I've never, ever had a company do this. It made me uncomfortable to say the very least. I really hope TheRealReal does not consistently forward feedback ABOUT customer service to the same agents providing it. **UPDATE** I received a nice apology from them after writing this review. Additionally, I learned that the seller that had told me they had sent the item to TRR had foolishly not done so and told me so anyway. Still, I do think it was strange that they forwarded my feedback to the woman. I'm not nearly as upset about the situation since they never had the item to begin with.

Had tried to consign a dozen of pricey items with them, after a week or so I got their listing prices ( they were extremely low) and also they had listed one of the item as the wrong one ( mine was a 2000 dollars more expensive model) and I saw that it made me uneasy and asked for my items back. The lady on the phone tells me its going to take at least 6 weeks because they have a backlog at their warehouse, 10 weeks later here I am still dealing with them because they only shipped me a part of my items. Just spoke with one their customer service now for the 100th time and she was so rude and nasty and couldnt care less. She tells me almost 3 months later that there is still a backlog at their warehouse ( seems to be a generic excuse for all their $#*! ups and keeping your things hostage basically). Apparently it is extremely hard for them to reach their shipping department. I am lost, with that on top of it all, the girl on the phone spoke to me like I was a little girl. This pure insanity. Just beware of what youre getting yourself into if you decide to deal with them.

Back in 9/26/2017, I cosigned with TRR for the first time believing they'll be a trust-able site to send all my stuff (28 items including two of my wedding dresses). They process 21 of them and said will send the 7 items that they don't accept back to me in 4-6 weeks.

I waited, till mid November. The tracking number shows up on my account. I follow the tracking and find that the destination address was wrong. I immediately call the customer service and they told me that's there system issue which gives out wrong tracking number as the shipment is actually going back to their warehouse. He told me the items will be send back to me once it arrives to the warehouse.

I waited another two weeks (12/3), nothing happened. I called again, he said it was attempted to the address on the account but no one answer the door. Which I found suspicious since he's unable to provide me the tracking number for the shipment whatsoever. He said he'll remove the signature required and submit the return shipment request for me again.

In the beginning of January 2018, I send an email to the Client relation group regarding my disappointment on their service. She replied me saying the delays are due to the holiday season and she'll provide me a tracking in two days. A week passed, I never heard from her again. No tracking is provided or any emails explaining what happened.

I called the customer service again. The girl told me there's no request ever being made on my account. And she'll submit the request for me again. There's no phone at the warehouse that anyone can call to confirm if my stuff still there. No manager or anyone above her to talk to regarding my issue. Basically there's nothing I can do other than believing her saying 'I will submit a request for you'. There's no request number I can mark down and she wouldn't even provide me her last name.

WORST EXPERIENCE EVER! As how big this company seems like, they're so unorganized and irresponsible to their customers. Think twice before you consign or by anything from them since they might just take your stuff and never give it back to you.

Ever since I discovered TheRealReal I have been ordering non-stop. I liked the idea of sustainability in clothes and have been generally happy with my orders. I did have one "Prada" dress that I found odd (cheap polyester material, tag said made in China...) but I let it be and gave them the benefit of the doubt since all the other clothes I ordered from them were authentic. But I was so disappointed when I was browsing their site last week and saw the EXACT dress but this time it was "TIBI" (and much cheaper). I emailed them with photos but as of now they have not replied.

So-This is my second negative review of The Real Real. I placed 2 orders before the first arrived. One was for a 6k pair if sconces that arrived damaged as they were not properly packed BUT NOW I received my second order which was for an end table that arrived without the tops. In theory this company could be great-in reality its a JOKE. I mean I spent 7k in December with them and have had Real Real problems with both of my orders. Never again...

I have previously purchased two jewelry items from TRR. I was looking forward to purchasing a Louis Vuitton purse. I knew handbags were final sale, so I was careful to choose one that was described as being in very good condition. However, when the purse arrived it had bite marks on the leather handles, presumably from a cat, also possibly from a rat in storage... yuck! Inside, there was a hole the size of a nickel. I would suggest the bag should have been discribed as in fair condition and these flaws should have been mentioned in the description. If I had known, I would have spent my money on something else. When shopping pre-owned final sale online, it is so important to be able to trust the description provided. I had been very excited about TRR and had recommended it to friends, now Im not so sure I will be shopping with them any more

***UPDATE*** they are allowing me to return the item for a refund.

I have ordered several times from TRR and have liked most of what I purchased (although some items that were described as pants were leggings and I didn't need another set of black leggings). However, I am frustrated with the shipping process which takes forever. This order has been the worse. I ordered my items three weeks ago. Still not shipped, and the website shows my items as listed for sale. I have sent one email after patiently waiting for shipping to happen, and still no response. Not satisfied. I had considered purchasing a few more items, but am waiting until the company finally gets the items I paid for out the door or refunded.

Very bad experience as first time customer with The Real Real. The item purchased supposed to be the Christmas present for my wife, I bought her the Chanel Sandals that apparently was out of season in the shop, so I managed to found one with her size at your website and I immediately purchased thinking that it will be a good Christmas present for her, after waiting for more than 1 month, missing the christmas the item finally arrived. Unfortunately, the item was not the Chanel Sandal that I purchased instead it is someone else shoes. I tried to call Customer Service and managed to spoke with one agent and promise to relocate the item and follow up immediately, unfortunately until now I have not received my item and no follow up since from TRR. Very disappointed and demand my item or full refund on my purchase.

My jaw is dropping reading the negative reviews. First off, most handbags ARE NOT FINAL SALE! If an item is priced 50 percent or below retail, it will be final sale. Read the policy on each item. Its clearly marked. Secondly, regarding fakes, I dont believe it for a moment. TheRealReal wouldnt stay in business if they were selling fakes. I have bought and sold literally THOUSANDS of dollars worth of merch from TRR and have never, ever had an issue. I find them to be fair and professional. Their merchandise is always clearly described. In fact, I find them to be very conservative in rating their items. Things I have purchased that were described as very good have been in excellent condition. Not damaged in any way. I will continue to do business with TRR without any hesitation.