The RealRealReviews 5,332

I placed an order for a Chanel compact wallet; however, I received what appears to be a Chanel card holder-significantly smaller and cheaper than the item I ordered and paid for. I contacted customer service and was told they would send me a RMA and request the correct item be shipped overnight. However, I have not been able to receive confirmation of the request- there seems to be no sense of urgency to remedy TRRs mistake. I have sent several follow-up emails in hopes of resolving the issue prior to Christmas; however, I have received no response.

I am one of those once satisfied customers who bought many items from TRR. I was, for the most part, really happy with the company. However, over Thanksgiving weekend they ran a site promotion that with a certain $ level of purchase you would earn a site credit depending on the level of money spent. I purchased a ring for $1200 with the promise of a $250 credit that would be awarded to me a few weeks later (12/15). Never happened. Contacted customer service more than a few times and only got crickets (as in nothing). Then it dawned on me that this is not the first time that they promised me a credit and I had to contact them because I had never received it. The difference being that in the past they did come through with a response. Guess I'm done with TRR.

UPDATE- Thank you sitejabber. This review got me a quick response and also my $250 credit from TRR. I must say that this is the only issue (credits.) that I have had with this company. I have purchased LV, Tiffany, etc and have not, as far as I can tell, received anything that was not authentic. I actually like the idea of 'recycling' classics and prefer a lot of these items mostly broken in/ more affordable. I hope that they can up their customer service game however. Thanks again Sitejabber.

I have purchased many items from the Real Real over the past year and received stellar customer service. In fact, my reservations about purchasing online resale dissipated with each additional positive experience.
I ordered a Prada shoe in size 38.5 (my first Prada but I have several other high end European brands and wear 38.5/8.5 US). When they arrived they were gorgeous! Loved them! But they fit like an 8 (despite their online sizing chart stating that 38.5 is equal to an 8.5-9 U.S.) I called to explain my experience and request prepaid return shipping ($11.95). I also asked them to include the sizing difference in the listing (for example, "fits like an 8") to inform future interested buyers & help them avoid shipping costs for no reason. I was told they would add my comments to my account?
I called back a second time, thinking I may have been misunderstood? While she was very nice, she said they have no way to know the condition of the shoe since it was preowned, and that it could be larger or smaller, depending on what the original owner has done to it. I was stunned. That is a buy-at-your-own risk policy... not at all consistent with their claims to go to great lengths to verify and authenticate merchandise.
$11.95 would have retained a frequent, loyal buyer. Instead, I will not be making future purchases, nor will I be recommending their site for purchases or consignment.
Very disappointing.
UPDATE: 12/23/17
A Real Real rep contacted me after writing this review and offered to credit my account for the return shipping. It is much appreciated!

We have ordered 6 items within the last week and quality, service and price proportionate to each item was great! I didn't see the overall reviews prior to our purchases but it wouldn't have swayed my thoughts. Reason being, studies show that unhappy consumers post 100 times more than happy consumers. In saying that, I would recommend that you use your best judgement when determining your threshold for spending on an item and give TRR an opportunity to earn your business! I am glad that we did!

My order arrived very fast (I live in Asia and I received my purchase in 4 days) and the item was perfect, in excellent condition, even better than I expected. Everything was perfect! I strongly recommand the Realreal

Worst worst! TRR price my brand new braned item at 15 dollar and i got 4.5 dollars, wortb a cup of coffee

This is my first purchase from The RealReal and I followed the site for some time. Even though less expensive than purchasing new, it is still a large investment. Finally found something I needed so I ordered it. Description of item (Bottega Veneta handbag) said it was in very good condition. I knew these were used items so did expect it to show some wear and did not expect to see the mirror that accompanys the BV bags. It arrived in 3 days and I was very pleasantly surprised when I opened it. The bag is in excellent (almost new) condition and the BV mirror was in the bag. No BV dust bag, but they did send it in their own dust bag. No question of the authenticity. I will definitely buy from them again in the future. My buying experience was A+ and I would recommend this company.

I like the concept that you can buy jewelry and scarves used and the company guarantees they are real. That is the best part of the Real Real.

The downside you may need to go to a jeweler for alterations.

1. Diamond ring very lovely and kept it although but did need a jeweler to tighten loose stones cost an extra $80 dollars and the fact stones were loose stones were not mentioned in its online description.

2. Also another $40 dollars for a necklace I kept but its shorter than it was described to be.

3. Switching out backs of another pair of earrings as they are discoloring my ear lobes. Said in description they are platinum. Don't believe they are and will need to pay for new posts. Probably will cost 100 to 200 where I live.

4. Photo can be misleading. Earrings looked big but were small when delivered. Another pair had a really large pearl too big for me and photo looked small.

These are some of the issues I have had with their jewelry, they need costly repairs.

I have made 3 purchases from TRR over the years. Knowing that they are previously owned, I look through the description very carefully and only buy if it says "in excellent condition". So aging, color fading, creases are understandable, but fallen buttons on a coat, irremovable stain on a dress, stains and streaks around collar and sleeve, really? In the case of the dress, the stain was around the knee, and i didn't discover it until the return period had passed... oh well.

I am an international customer of the TRR and have been for 6 years but no more. The problems I have had are too many to list but a couple of the key and stressful ones.

TRR not filling out customs paperwork properly so UPS are asking me to pay more duties. I have been in the right every time and yet they continue to fill out the paperwork wrong.

I get sent items that are seriously not as described on their ad and then the process of returning is a nightmare particularly because they use UPS who are just as useless. They sent me a pair of R13 boots that said they were a size 39 in their ad and they arrived being a 36. They don't take care when listing stuff. I have had numerous other items arrive that are wrong.

Then don't get me started on their customer service. Their reps word their emails so it makes you feel like you have the problem. And the delays with responses is also appalling.

I am DONE with TRR. They continue to not fix their poor service, lack of care with ads, and crappy return process.

Adios TRR. You are AWFUL!

What a load a rubbish that I did not respond to TRR. Now they're lying as well! As if I don't want my refund that I am due.

Received my Mulberry bag and it's definitely a fake. Unbelievable that they're selling fakes for hundreds of dollars to an unsuspecting public. They said they'd make "an exception" and "reauthenticate" my order if I return it and that I'll receive a refund if they find that this bag is indeed, a counterfeit. It bums me out that they'll probably just sell this thing to someone else and they'll have to waste their time returning it as well. I'd like to add that this bag is so obviously fake I wouldn't even feel comfortable carrying it anywhere. It's made out of brand new, super cheap leather, is light as a feather, has gaudy bright gold hardware (the authentic ones have a sort of heavy, aged brass look) and a serial number in the wrong font. When they say it's been "authenticated" by experts they're really just gaslighting me.

I ordered and paid for a Cartier Santos Galbee Watch from South Africa which was delivered by FEDEX. On opening the package at the FEDEX offices there was no watch but a Dolce and Gabanna Scarf. Definitely not the item i bought and paid for. I did not accept the package and FEDEX will be returning the package. For a watch it should be in a small box? This was a large box and way too big for a watch package. I rather take a dim view. I wonder if other shoppers have experienced the same poor quality management from this company?

I decided to try RealReal and purchased a Dionysus HoBo Gucci bag a few days ago. The bag I purchased was first released about one year ago and I was surprised to see it on the RealReal for only $827 after tax and shipping. The original price for this bag at Saks is $2100 after tax. I was skeptical because for a new bag it should not be so cheap after just one year. When it arrived today, I noticed right away that it happened to be a cheap counterfeit bag. It was so cheap looking and on of that not even real leather but PU material. The stitching was sloppy and uneven and not what an authentic Gucci Bag is about This company claims to sell 100% authentic bags that are authenticated by experts. It doesn't take an expert to look at the material to know its PU. I buy my bags and major department stores or on Rodeo drive so I know designer quality and craftsmanship. This bag was lacking in all areas. I contacted them immediately and they told me to return it for a second inspection and if they determine it's fake, they would issue a refund. I didn't think that was a good enough answer because their expert authenticator should have already known the bag was counterfeit before offering it up for sale. I decided to file a dispute with Paypal and within minutes received an email that I could return the bag for a full refund. I will return it tomorrow. I hate the fact that this company is dishonest, capitalizing on consumer lack of knowledge and that I have to lose time dealing with return shipping. I will never do business with RealReal.com again. I will update this review regarding the refund process once it's been finalized.