The RealRealReviews 5,331

This company is horrible please do not consign with them
1. They person who come to my house to pick up the items was re-shcduled becasue she has something to do with other customer and that made her delay my appointment.
2.The item was damaged during the transition, the real real team inform me that is my responsibility to clean it up and then resent to them. The dress is brand new with tag $800 up dollars dress when the lady who pick up the item and they damage it and ask me to clean it. Horrible
3. Return items, I contact the company for the pass 2 month every single week to get update on my returning item which probably worth $10,000 up and they keep delay and keep ignore my request. I still waiting for my items being return.

Please do not use this company. They really suck!

I have been collecting and recycling pre-loved designer ware - it's wearable art - for nearly 30 years and this business is wonderful for someone who lives at the bottom of the world. I appreciate what it does for promoting the authenticity of the pieces and for popularising the re-loving of quality clothes instead of succumbing to cheap and nasty junk fashion. However would I be able to afford the luxury of a gorgeous Chanel dress other than trading up by recycling some other beautiful pieces I previously loved? What would I love to see? An opportunity to receive a discount for writing up the history of some of the more special pieces - where I acquired it, and how/when/where I wore it - to pass on to the next owner. Wouldn't it be lovely to know the pedigree of some of the most exquisite dresses and what they've shared with their 'people'. Partly a history lesson and partly "life, love and what I wore".

My first The Real Real purchase, and I believed they carefully vetted their items to ensure their authenticity and condition. The Louis Vuitton bag I orderd reeks of cigarette smoke, something that was not disclosed in the item description. I am waiting to see if they will accept a return of the bag due to the horrendous odor. I would not order again from a place that consigns leather or fabric goods that previously belonged to smokers. Extremely disappointed in quality control.

UPDATE: TRR accepted a return on this item due to the cigarette smell, but I have to say, that knowing they sell items with strong odors like this in the first place will keep me from buying leather or fabric items from them in the future.

Do NOT send anything to this company! They do not give you a price quote until after you shipped the items and try to give you an extremely low profit. They decided to give me 300 dollars for two items that I paid 1,500 for. The items were only a year old and worn once. They tried to make it seem like they were making only 550 on the items. This website claims to give 55 percent commission but they price the items so low that it becomes worth nothing. Yoo are better off trying your luck on ebay. BEWARE

My order came in the nick of time after FedEx randomly updated the shipping information last minute. If you request a return a shipping label is provided; if you use it they deduct $11.95 from your refund. I feel like TheRealReal is going to be left in the dust if they're not careful. Most online shopping sites offer perks like free 2 day express shipping and free returns, and on top of that you get new stuff. Another thing I noticed is that the deals on site aren't THAT amazing. I suppose if you get lucky enough to find something new with tags (that's real!) it's worth it. Otherwise, it's not worth the hassle of shipping and returns. Now I'm just waiting to see if they refund me on time or at all...

First time shopper with therealreal.com. Order placed 8/27. No updates on shipping status for 3 days. Called today and was told that they are having problems locating the item in their warehouse and said she would update me by end of day today. No updates received. Attempting to cancel and requested refund and told all sales final (because was on sale)! Louis Vuitton wallet. Beyond ridiculous. She could have cared less. Charged for a product never received!

I first made a small purchase of a cross body bag to test the waters, and it was a very good experience, I then made another purchase of a little more value, pretty much that same. When my girlfriend decided jump on board to make a large more expensive purchase, what a disappointment, the Bag looked nothing like what was in the picture, and in the description it stated that the bag was in very good condition with minor creases. The bag I received was a little more worn than i expected. When i complained, in contrast to their no return policy, they accepted my return and gave us a full refund. I will be a returning customer.

I was really excited about this site and bought several items, and then... I received a pair of fake Tiffany earrings. I let the site know... sent photos etc. but they hotlydenied it, saying how hard they work to authenticate. Really? I have a real pair of the same earrings and Ray Charles could tell the difference. And then to return them, ew boy, what a ridiculously rigorous process. I said, 'forget it' and gave them away. Won't be buying anything from therealreal.com ever again. Burn me once...

Ok after making a first time purchase with the brand I'm extremely disappointed. I ordered a pair of Christian Louboutin believing the site with size being half size smaller. Not true it is a full size smaller and with shoe final sale there is nothing for me to do but sell them, adviced by staff. Now reading reviews I don't trust the brand with the shoe they sold me. Don't think its a good idea. Buyers beware of the product you buy or end up like me, having to sell item on eBay. Beware of the information on your product. Do your research.

Been consigning and buying from TheRealReal for awhile without issues. Until my latest purchase from them. Opal/diamond ring. Once received diamonds looked a bit too bright and perfect looking, something more like CZ or Moissanite. I finally took it local jeweler and sure enough, diamonds turned out to be synthetic/lab created! I am in disbelief. The description on their site and their valuation report that came with the ring all state that these are 1.93 carats of diamonds that are near colorless and are SI-SI2... synthetic diamonds do not have these characteristic as they are flawless/perfectly clear. How their on-staff gemologist examined and valuated synthetic stuff for real? This is shocking and now i am wondering about rest of my diamond jewelry purchased from them! After a call to them and explaining the situation no apologies were followed and just dry voice about initiating a return. Just wow.

After sending items in, I received an email stating that my cosignement has been completed. So I check my account, my authentic purse and shoes (I know they are authentic as I bought them straight from a reputable store), are "Not accepted". I can understand that, HOWEVER they are not shipping them back to me. So now I'm out some very expensive items and continue to get the run around as to a-where my stuff is and b-what the hell happened.

UPDATE - A customer service representative did finally reach out to me to communicate what happened.
I do, however, stand by my review as it should not take a negative review for a company to properly communicate with their customers.

2nd UPDATE - 10 days later, I'm still waiting for tracking information on my consignment items. Honestly-this store is not worth your time, energy or frustration.

Like that it provides an easy platform for consignment. I've sent my items to them, it was easy to track activities. I've never bought anything on there so I can't comment on the buyers' side. However I'm deleting my account at the realreal permanently because of their poor customer service. Not only did they give me wrong information, miscommunicate internally, and gave me attitude on the phone, they never solved my problem after many email back and forth and phone calls. (not receiving my commission, which is, one could argue the single biggest issue an consignor could have). For a company that relies on consignors to provide their inventory, I'd say this is a miss as a business. Having raised $170 M in total, investors clearly have faith in it. Competitions are already popping up (ThredUp is launching Luxe). The business model doesn't have anything unique to it. In this day and age it's the customer experience that distinguishes good and bad. I will not be a consignor at the realreal, and will not recommend any friends to be.

Update: on the day I wrote this review, the realreal contacted me and sent a check the same day. I appreciate that it was resolved with urgency. However, it should not have taken a negative review online to have it resolved. There could be many reasons why things didn't work as expected. But it is not a customer's responsibility to figure it out. The customer service did not resolve with urgency, did not care if the info was accurate, and the last call I had I received some bad attitude. That, unfortunately is not a business I want to work with. I'd be concerned that if anything were to go wrong again I'd have to deal with the customer service. You are a dealer in the luxury business, figure out how to have luxury customer service. Read a case study or two on Nordstrom, you might learn something about how to have lasting success in the retail world.

I have used many high end consignor services before and by far, therealreal is the "real" worst. They lost my designer shoes and took more than 3 weeks to even notice. When I asked them to work with Fedex, they claim that since they can't issue payment that it's better that I do. Really? For the insane commission they charge and the value that they've driven off of my high end items, they can't work out the issues with their shipper? By the way, if you ever tried to contact them on consignment, you have to use their dedicated number because in this day and age of technology, they can't re-direct you. So if you want to be treated badly for being a loyal customer, definitely try out realreal!