The RealRealReviews 5,331

I purchased a diamond ring supposedly set in platinum. It was rather expensive so I took it to an independent gemologist for an appraisal. They found the shank stamp to be illegible and used an x-ray scanner to identify that it was 14 K gold. When I questioned the RealReal, they said that the stamp inside looked like it may have a 50, so they guessed that it was PT950. I provided them with my gemologist's appraisal, which has not been addressed. They want me to send it back to them for them to reappraise it, but I do not feel comfortable with this establishment any longer. I love the ring, and it is supposed to be my wedding ring, but they misadvertised and overcharged for a less expensive material. Buyer beware!

I spent thousands of dollars on clothes with this company, and they cheated me out of a sweater they posted on sale for $39. They didn't ship my whole shipment for 2 weeks, I called to complain why it hasn't shipped yet and they refunded my shipping charge as credit which was good for 30 days. Then they STILL didn't ship my order, and after another week, shipped 4 of 5 items. They pulled the sweater and said it wasnt available, credited my account $41 for ONLY 3 DAYS, then took the money back. Yet they credited me $25 for the hassle they caused me, which is good for 30 days! This is the best part- a day later, they put the same sweater back up for sale for $95! I'm a word- crooked! And they lost a valuable customer over $41 worth of bull$#*! they pulled. Real Real, I hope it was worth it, and I hope you choke on it.

I'm really torn here as I have both purchased and consigned. On one hand, I have purchased some wonderful designer pieces ranging from rings and scarves, to ties and handbags. They have all been true to description and in great condition. The prices were very reasonable, some of them a steal. That's what I should have realized when I actually consigned a few pieces of my jewelry. In my opinion, they were greatly undervalued when appraised & put up for sale on the site. If the items don't sell after 30 days, they get greatly reduced. For example, I consigned an authentic Judith Ripka tear drop amethyst pendant for which I purchased several years ago & paid over $600. It was appraised & put up for sale at $275. Once you signed the agreement you are stuck. The item was on the site for 31/2 months. It was reduced to $165 and finally sold. My commission was $99. I kid you not. Someone got a bargain. But like I previously mentioned, so did I when I made purchases from the site. Good luck

I will never shop with this company again. I purchased an item and it was not to my satisfaction and that happens. However, sending the item back has been a nightmare! The company has the item, but has not refunded my money and it has been over a week! When I called the customer service representative said my refund wasn't going to be processed until 14 days after they have the item. This is an insane policy! I never wore the item, as is evidenced by the sticker that they placed on the item. The moment I took the item out of the box, it was not to my satisfaction. I still don't have my money back and it's well over $500 that the company is holding. I could have gone to Bloomingdales and received much better customer service! The worst part was the customer service representative getting angry because I decided the item was not to my satisfaction.

Ihave taken so many losses on my jewelry I do not intend to sell with them anymore. I have sent them some vwery expensive rings and the prices they offer are no where close to what the items are worth and then they offer 20% off the price without notifying you and the customer is getting a really good piece of jewelry for the cost of costume jewelry. I certainly have not made anywhere close to the price of my jewelry that I have sent.

I have had several problems that remain unresolved. I understand their "final sale" policy, but when their descriptions are inaccurate, they should accept returns. For example, I bought a pricey Chanel bag that has an odor that has now permeated my entire spare bedroom. I can't wear this bag. No response from customer service.

All of the Louis Vuitton bags in a certain style have inaccurate measurements; the PMs are listed as larger than the GMs, the shorter shoulder straps are listed as longer than the long straps.

The model pictures are useless. They take the bag and photoshop the bag's image onto a generic model and the picture of the bag is not to scale in proportion to the model or even how one usually wears certain bag styles, e.g. a shoulder bag is poorly photoshopped into the model's hand.

I did hear back from customer service about the LV measurement issue. They sent me the generic "this is how we measure bags" copy-paste, which isn't true or their measurements would be accurate, and told me if I liked a specific bag, they'd measure it for me. Why don't they remedy the problems that are already there?

They don't provide enough pictures to authenticate and to see the full condition of the bag. Their narrative descriptions seem to be getting shorter and shorter.

Do they really expect me to buy a Hermes bag when all they say is "very good" condition, provide limited pictures, some not including the stamping, and get the color of the leather completely wrong? How can they authenticate an item when they aren't close on other obvious details? Customer service didn't even respond to my inquiry about the bag.

Their "estimated retail" prices are not always accurate.

Most of us who buy higher end brands are pretty savvy shoppers. If they want us to continue to pay thousands of dollars, sometimes for just one handbag, they need to have better customer service and more detailed and accurate listings. They make a nice profit from their items. They should act like it.

I'm done. Great concept. Poorly executed.

I found a couple of different items I really liked Gucci bag David yurman earrings and Gucci sun glasses. Ordered them and I have to say I feel bamboozled they are not in good condition at all looks more like something you find at a thrift store but with 5th avenue prices save your money guys the bag has so much wear the corners have holes and the glasses so worn out and the earrings look like they've been on the bottom of the the sea for fifty years with all the build up they don't even have the care to send you a cleaned up pice of junk but I paid almost $1000 for all this so I'm the sucker

Marketing 101, will tell you that after care not only locks in your current market share, but it grows market share through word of mouth. Ask Nordstrom's how that works. I love Therealreal when it works because I get the luxury goods at the best prices relative to other consignment outlets, and guaranteed.

Let me be clear, I spend 75-100K a year there. I have had to fight for them to take back items that; arrived damaged, or without Therealreal tag (they say if the tag is removed the item is yours), or not as described. Today, I attempted to return a non-returnable item that arrived with holes in it. When I asked the customer service lady to look at my account and how much I spend there a year, relative to the $35 sweater they would not return, she told me "We have clients who spend in a day, what you spend in a year". As a reminder, I was shipped defective non-returnable merchandise.

These things are not anomalies but happen weekly for me. As previously stated, this place is great when it works and I'm addicted to it. However, once a competitor comes along with better customer service, I'm defecting to them.

I purchased 2 items online and literally called 2 minutes later to ask them to add the 20% discount which I had forgotten to insert online. They didn't tell me they would charge me twice and put me into overdraft which I only found out after I checked my bank balance and now it will 5 days to return the money to my account which I found out only after calling them. To add insult to injury, I tracked the package and got home to find that the package still hadn't arrived although they and Fedex said it had been delivered. I called and was told they would begin an investigation. I called Fedex who said the same. They also said that the investigation would take 3 days and they would give me a report when it was concluded. No politeness, no apology, very dismissive and I have now paid $1800 and have nothing to show for it. I am appalled - where are my purses? I asked to speak to a manager and waited for 10 minutes listening to elevator music - still no manager.

The Fence for the rich and famous. I was browsing on their site, when I came across a jacket that looked familiar. Infact it was familiar because it was my jacket. Unfortunately, I am going through a divorce and this jacket is part of the settlement. I alerted the RealReal in regard to the potential illegality of this and allowed it to sell. They were unresponsive nor ever returned calls. They should have put a hold on the item until it was resolved but instead they sat back and did nothing. This is bad business and puts in question their validity as a trusted entity. They allowed stolen goods to be sold on their site, knowingly. That is bad business.

Just got my bag order and I was very disappointed because it is really old and worn out which was opposite description in the website. I called and wait for about 5mins. Before I got hold of an agent. She said all handbags are final sale and cannot be returned. I was not aware of it, I told her. She insisted I cannot returned it not even suggesting for a store credit.
If the description of their product is correct then I would not be wasting my time to try to return it, but it's not. Well, never again and just to remind you guys, it's a ripped off. They are the real real overused products. I definitely not recommend this real real website. Too nice to be true. The website needs only to be seen but rather be viewed (RIP).

Look at this fake LV Alma GM bag they are selling:

https://www.therealreal.com/products/women/handbags/handle-bags/louis-vuitton-monogram-vernis-alma-gm-7?

The rivets are not level and the handle looks smaller than the authentic one. Also the stitching is uneven, the date code is not in correct character font, the lining and the Vernis print looks wrong too! This bag is so fake that how could their so called professional authenticity team missed that?
When you look closely on the return policy, this bag is not returnable. So good luck on buying from them!

I had the same issue as at least 1 previous consumer. I never make expensive purchases my first time on an online site, and bought a small Bottega Veneta bag to try out the RealReal. AFTER the company charged my credit card the following business day and NOT receiving any update on the order for over a week, I finally received the following e-mail after calling their customer service line TWICE:

Thank you for shopping The RealReal. Additional information is required before we can complete the processing of your order. We are requesting that you submit the following:
1) A photograph of your government issued identification card
2) The authorization code for this transaction from your bank OR
3) A screen shot of your most recent bank statement where this charge is displayed
No scanned copies will be accepted.
After we have confirmed this information, your order will be processed.
Thank you,
TheRealReal.com
*******893

They're basically asking me to give them ALL the key components for any hack to commit identity fraud: 1. A government issued ID not only has the associated unique identification number, but also includes my birthdate, home address, and photograph; 2. My bank account number as displayed on the statement, and 3. The credit card number associated with account. What makes this worse is the fact that their privacy policy is EXTREMELY vague when stating how this information, once provided by E-MAIL, is encrypted, stored or shared with third parties.

So much for protecting your customers. If the RealReal is sincerely invested in doing this and preventing fraudulent purchases, they would 1. NOT charge the credit card before verifying identity, and 2. Find a better way to do it! Have shopped at multiple stores providing online international purchasing services (I live in Canada) such as Neiman Marcus, Saks, Bergdorf Goodman, Yoogi's closet, Nordstrom, etc... and have NEVER been asked to provide this information for ID verification.