The RealRealReviews 5,331

Buyer beware! I've had many successful purchases and have found great deals through TRR before but they have officially lost a customer because they have proven to be untrustworthy. I purchased a pair of high-end leggings that were marked as being in "Excellent. No signs of wear" condition. The item I received, however, was stained throughout and completely unwearable. It was immediately obvious and actually disgusting. I suspect the item was once in excellent condition but was purchased and then returned or marred in inventory and the item description was never updated (?) - that's the only possible explanation. The item was final sale and customer service couldn't seem to be arsed about the issue - giving me a mere $10 site credit "for the inconvenience." False advertisement of a final sale item is more than an inconvenience and it's almost laughable because that doesn't even cover the $12.95 shipping fee for another order. When I submitted an inquiry, customer service couldn't even muster up coherent decently-written responses - saying "sorry about the sizing issue" and telling me that I could return the item and then backtracking to say I couldn't. There's an obvious lack of regard and/or protections for customers.

Use your local consignment stores. These folks get your items and price them well below the value for a quick sale. I recently took some items to my local consignment store not worth nearly as much as the ones I sent to The Real Real and received twice as much money for the items. If I was informed about their selling price, I would have gladly paid for my items to be returned to me. The worst company I have ever dealt with!

TRR lost my Chanel jacket.
6 weeks later no answers and no refund.
Horrible customer service.
Avoid consignment with TRR

I made a number of purchases from The RealReal, and there were no problems so I never needed customer service. But then I bought a Gucci scarf and they sent the wrong one.
I really had to hunt for the customer service phone number, and when I finally figured out how to contact them, the reps were bordering on rude, and not very helpful at all. They acknowledged that it was their error, but they made ME PAY FOR THE RETURN SHIPPING.
Seriously?

They used to be good, but lately everything I bought was just garbage, Items with holes, rips or just fitting weird. They went up with prices and down with quality. I was cleaning my closet and I realized I have few items still with The RealReal tags attached on and never worn. I decided to consign it with The RealReal. I used their website and I marked, that I am consigning items, I bought on their website. They didn't accept most of it, because they are not selling this brand. What a joke! How come I bought it on your website and it still has your tags on it? I went on the website and of course they are selling this brands. Unbelievable, but obviously some privileged customers can consign certain brands and some can't. This is called discrimination and favoritism. This don't belong anymore to business practices anymore. What a shame!

Die Bestellung ist schnell, alle Informationen über das Produkt ist verfügbar, ich mache die zweite Bestellung in diesem Online-Shop, und beide Käufe bitte, Lieferung auf Zeit, innerhalb der vereinbarten Zeit

To NOT consign with this company. Awful, They say your items are "lost by UPS" then try and give you a minuscule amount and keep everything. Lorrie my Denver based Rep stopped responding... saying she is "submitting a ticket" and then disappear for a month. Awful customer service. Very good customer service until they receive your items and they stop responding. Items were not uploaded properly. Items were accepted via ZOOM then once received they " do not accept brand " even though the brand is all over TRR. FRAUD. All excuses to take your items and put them in there stores.

I bought a sweater that was described as 'excellent' condition.
What I found upon inspection:
At least 2 stains, a small hole at the front center, extensive pilling so it looked like worn out trash.
This sweater was kind of expensive and a total rip off.
Clearly their quality control, inspection process is a joke.
I was told it was returnable, but still waiting for a return label.
No, I do not recommend buying from them. There are no reviews posted for sellers like other sites so really don't know who you can trust.
There seems to be absolutely no repercussions for dishonest sellers so why bother when you might get a piece of garbage.
What a complete waste of time and money this was.

Consignor Beware of The Real Real - Do NOT Trust Them

I hope I can save future consignors some hassle and disappointment. I contacted The Real Real and inquired about consigning 4 designer bags and 17 rings. I sent photos and was given quotes regarding the listing prices. I was happy with their quotes and sent all of the items. They sent 4 back because they didn't meet their criteria which is fine.

I received an email that two of my items had sold. I was very happy until I checked and my Burberry bag which was going to be listed between $595-$695 was actually listed for $165.00. I was furious. I complained and backed it up with photographic proof of what they had quoted. They did make it right and agreed to pay me commission on the $595.

Then I asked to see what my jewelry items would be listed for prior to them going live on the website. They said that wasn't their policy. Since I no longer trusted them I requested that they return everything to me. Keep in mind I am asking them to return 15 rings. They could easily all fit into one small box. BUT NO! I kid you not, I received 15 separate boxes sent via UPS all of which required a signature. That is 15 days of having to make sure that someone was at home to sign for them. It has taken almost 2 months to get everything returned. RIDICULOUS! I will NEVER do business with them again!

Sent in 20 items. 1 item, gold earrings, they said got broken. Paid out less than half of value with 20% off. Asked if the would send them back to me. Not in there policy to send back broken or damaged items. 2nd item, brand new with tags Stella McCartney sweater LOST. I say STOLEN, paid out $25 for this sweater. 3rd item Tods fox fur tote bag. Sold for $100. Tried to stop the sale when I saw the price. But the rep forgot to take it down off the web site. Bag is worth $1600. I got $80. Please don't sell with the real real. You will have a bad experience. Save yourself

I had a horrible experience with the real real. I dropped off 4 items at the West Palm location and I was told, someone on their team will be reaching out to get pricing approval on all items before they were listed. 3 weeks later I get an email that one pair of shoes I sent in were listed. Key word listed, not sold. I got an check the price they were listed at and I was not ok with that price, I contacted customer service immediately and was advised the shoes were already sold and I will be making a $46 profit. This is insulting, I would never approve to sell shoes I paid over $1000 for that I wore 1 time in perfect condition for $46. I requested the shoes back immediately and I am being told I cannot get them back because they are processing a sale on them. How can you sell something that the seller is refusing to sell. Since then I requested all of my other items back and I will never consign with the real real again. They are thief's!

The home page offers to shop in the local currency which I accepted for AUD. After receiving order confirmation again in AUD, I found out after that I had been charged in USD so an extra AUD261. I'd attached screenshot from my account that clearly show that the receipt was in AUD Dollars and requested a refund of the difference. By the time I got an answer, the return window had past.
Their shocking replied was: "the preferences before the purchase were not saved and the system did not change currency. The best we can do for you is provide $25.00 as an inconvenience caused due to technical error."
Stay away from this website, I've been trying to talk sense into someone there for more than 6 weeks now!

Avoid this company as both a Buyer and a Seller. They have no live customer service to speak of and communicating via email takes weeks to resolve an issue, if it's resolved at all. Even the phone number they provide for their charge on your credit card statement has been disconnected. They don't know how to measure garments correctly and you will be charged $12.95 + tax (each way) to ship and return an item when the mistake was theirs. As a Seller, they don't follow their contract (which is almost impossible to understand and read - since it's in the smallest font available) and it's up to you to go after them to resolve the issue. Unless you buy in one of their stores and know exactly what you are getting, shop and sell somewhere else. They don't care about their customers at all.

I made a purchase from TRR on June 9th. I provided the correct shipping address that the item was to be shipped to. TRR determined that I had entered my address incorrectly and reverted the address back to my previous address. I received notification and immediately contacted TRR to correct their mistake. I received text confirmation that the address had been updated correctly and assured that my package would be shipped correctly. When the package did not arrive, I discovered they had indeed shipped to the wrong address. I contracted their offshore contact center and they attempted to redirect the package to the correct address. This was two weeks ago. I still have not received the package. Despite numerous calls, TRR refuses to issue credit for the purchase until they receive the item back to their warehouse. The customer should not be held hostage to their failures. Unless you have money to throw away, I would be proceed with caution before doing business again with TRR.

Two items submitted for sale on two different occasions to The RealReal were LOST! My account showed they were received and "In Processing" but were never listed for sale. After months of inquiries on my part, finally they said the items were SOLD: $18 for pristine (never worn) boots from Bergdorf Goodman and Kate Spade cashmere sweater.
There are better resale businesses or better yet donate to your local resale charity. At least you will get the tax write off.

There is a great selection of designer items but the delivery company they use (UPS) is terrible. Every time I order clothes on the RealReal, the package arrives hard destroyed (if it rains, the clothes end up being wet). I would order a lot more if they changed it to DHL.
Also, they make returns more difficult than it should be (for instance, you need to put the invoice that was enclosed in the original package you want to return, but they very often, there is no invoice in the original package), and they take ages to process them!

They really need to change these two things if they don't want to people to start buying their designer clothes elsewhere!

I bought a Chanel handbag that was listed as 'pristine' condition with tags, and was priced $1,500 over retail. When the item came in, it was in horrible condition. The bottom of the bag had deep scratches, every corner had damage to the point the leather was rubbed off, and the inside had multiple scratches. Their website mentions they do not take returns, but when I emailed customer service they helped me return the item (this is the only reason they get 2 stars). Once the bag was returned, it was relisted at the same price and 'pristine' condition with no updates or pictures of the damage. I would understand if the bag was damaged while on display and the employees did not notice, but with my return I gave detailed pictures of the damage and none of this was noted, so that proves to me they simply do not care about the items they are selling and just want to scam customers out of their money. Buyer beware.

The site is incredibly misleading. For example, I am an "icon," meaning I am supposed to get 60% on my items. They never tell you there is a price structure where I actually had a Dolce and Gabanna silk blouse with tags ($1,020-yes, over $1,000) and I got $23 from them.

I bought a jacket on TheRealReal for my son but when it arrived it was the wrong item. No problem, I returned it but now they're not only refusing to give me a refund instead of a site credit, for some inexplicable reason they've reduced the amount of my refund! I can't use a site credit as shipping costs about 4 times more than the refunded amount.

I would not recommend this site, they're slow to respond to enquiries, are not helpful when they do and so far aren't respecting my consumer rights.