The RealRealReviews 5,331

I was extremely excited when I first discovered TheRealReal and within the first six weeks of discovering the site I spent thousands of dollars purchasing designer handbags and shoes. I then decided to consign some of my own items and scheduled an in home visit from one of their representatives. The representative we very pleasant but she didn't give me prices on the spot and didn't closely look at any of my items- she simply packed them in a bag and took them off with her. TheRealReal representative that came to my home told me that I would receive a consignment inventory list by the following day - It took her 10 days to email me this list! When I finally received this list, I felt they undervalued my items and I asked for one item to be returned to me, a pair of almost brand new Chanel sandals. This is where the real problems started! Instead of returning my Chanel sandals, they mailed me a blouse that was not mind. When I called customer service regarding this, they asked me to mail the top back and casually told me they would look into locating my Chanel sandals. After a few days elapsed, I had to followup with customer service who told me their warehouse had lost my Chanel sandals. It has now been 12 days since TheRealReal lost my Chanel sandals and they have done NOTHING to rectify the situation. The woman who I have been emailing with at customer service sends me nasty, snarky emails, and has been refusing to refund me the full amount of my shoes even though I was told that consigned items are fully insured. It is impossible to speak with someone at customer service because no one ever answers the phone!
It's really unfortunate that Therealreal has done nothing to fix this situation because they have now lost me as a buyer and a seller.
I urge you to think twice before buying or selling on this site. If you run into any problems, do not expect any customer service or resolution. TheRealReal clearly does not value it's customers.

I wrote my first review on the real real yesterday and I would like to add a few things.
I was actually a fan of the real real until I experienced their consigning process. I bought a few shoes from them and was pleasantly surprised how much I appreciate the quality. I may have been a few of the lucky ones that the shoes are in good condition. One of them was almost like new. I actually have quite a few items in my "obsessed" list on the real real website.
I live in Southern California, Orange County nearby Newport Beach... so I'm not new to consignment stores. Like many women, I'm definitely a shoes and bags addict!
I thought why not try the real real, once they sell my items, I can purchase more shoes from them. I'm still waiting for them to return my "unacceptable" items, since they rejected my items I've sold the to friends and clients... But now unable to deliver the products because the real real is too busy to return my "rejected" items to me. What a mistake... I hope you can read and feel how upsetting, frustrating, and stressful this consigning process with the real real is causing...

In addition, I was saving up to surprise my husband with a Rolex watch from the real real for our anniversary, but it's not going to happen now...
I will have to email all my friends apologizing for my mistake by referring the real real to them. I will have to take time to write a detailed message as to why I feel that they should not bother with the real real.
I sincerely hope that my review will prevent some of you a great deal of frustration and stress.

I have been trying for two weeks to get a site credit (yes, not even my money back) for a Prada handbag which was not at all in "Very Good" shape when I received. I was told it was non-returnable so I tried consigning it (with the infinite sadness that I would lose a considerable amount of money on a marginally presentable handbag which I never even used). I was told the item was excessively worn and not accepted for consignment. When I spoke with them again on the phone I was told they'd pull the bag from other items which were being returned to me and that it would be re-listed. Two weeks go by and the item is still not listed or returned to me, I received an email today that the item was on its way with a tracking number. This is unfortunate, I've spent a lot of money with TRR and been overall very pleased with the items and service. Buyer and Seller beware.

I had never purchased anything from this website and out of the blue I got a Prada handbag. I did things backwards because I should of read the websites review before purchasing from them. Once I purchased the bag I entered into panic mode after I read a lot of bad reviews from different websites. I even called them to send me additional pics. They told me the item had been shipped already. I got it today and it was exactly what I ordered and it is authentic! It came with the authenticity cards, dust bags, even the tag from Neiman Marcus. I checked for all the things that make a Prada a Prada bag and it has everything! I am so happy with my purchased. I don't know what happened to the other people that had bad experience with this website but God took care of me.

I bought a LV Speedy and decided to have MyPoupette authenticate it anyway, despite TRR's "guarantee". As I suspected, the bag was a fake. I seriously question their Director of Authenticity's knowledge if an authentication company sniffed out it wasn't real. This company markets itself to be luxury, but my guess is that they gave a few people who know how to Google stuff, but that's about it. So disappointing. And "Stan G." please spare me your contact customer service... I called already and they are difficult and unwilling to be remotely helpful. Moving forward: I'm saving up for the real real deal at the actual real real Louis Vuitton store.

In the last month the prices have gone up significantly. I don't know if the site thinks it's Gilt.com, but I refuse to pay close to full price for used clothing and shoes. Logging on and buying something used to be the highlight of my day; however, I refuse to pay hundreds of dollars for a designer dress that is from 10 seasons ago. The 20% off doesn't even make a dent.
I really hope that this will be taken into consideration by the site.

I really wanted to become a loyal TheRealReal member. This site sounds too good to be true. I placed an order on Saturday and received my item on Tuesday. Shipping is awesome! TheRealReal prides themselves on guaranteeing authentic items, however I recently purchased a Burberry scarf thinking that I would get the real thing but can you imagine walking in the Burberry store and having the manager confirm your suspicion that the scarf is fake??? The Burberry label was stitched on in an uneven pattern, the thread holding the label is coming off from the other side of the scarf, it was crookedly sewn (the sewing of both ends of the label are uneven and not tight from end to end like how they should be in any authentic luxury brand scarf), and it doesn't parallel with the plaid design. I don't know if it matters much, but the thin label itself simply states BURBERRY, and there's no additional tag that states where it's made or the material composition. The scarf also came covered in what appears to be animal fur, either from a long-haired cat or dog. I'm utterly disappointed that this scarf passed TheRealReal's inspection. I'm sure that even my husband, who has no clue about authentic scarves, can tell that the label looks fishy on the scarf. He probably could've done a better job sewing the label more parallel to the plaid pattern. The fake scarves sold on eBay look much more authentic than the scarf I got from TheRealReal. Proceed with caution!!
Stan: It would help future customers tremendously if TheRealReal takes pictures of the Burberry label. It would help us shoppers from saving time, money and effort in buying a fake scarf, regardless of the "authenticity guarantee". It doesn't mean much when you say that TheRealReal guarantees authenticity and there are multiple comments from other customers here screaming that some items are fake. When I contacted TheRealReal, they didn't apologize but instead sent me via E-mail a parcel stamp so I can return my scarf since my complaint was simply taken as a return request. What good does it do to people when we catch a fake item and once it's returned, it could be possibly resold to the next person on the wait list?

I signed on to TheRealReal to consider doing business with them. The multiple daily emails annoyed me so much I asked to be taken off their list. Now every morning I receive even more annoying, a text message. Four emails later, they STILL say they cannot find a record of my phone number and the texts continue. Either their records are a real real mess or they are not being thorough and honest. At any rate I would never recommend doing business with them!

The Real Real has a slick marketing campaign to get you to consign with them. I fell for it. If you consign 10 items you'll receive a $100 gift card from Neiman's or Saks. I doubt many get the gift card. I sent 12 items all accepted designers in new or pristine condition. They rejected 7 of them for odd reasons. They rejected a brand new pair of Manolo Blahniks because of the brand? A pair of Christian Louboutins worn once rejected for excessive wear. A pair of designer sandals I sent that had only been worn inside. When I checked the site, I was shocked to see the soles looked like someone had worn them outside.

It took 2 months of bugging them to get those rejected items back. Customer service is a nightmare. You'll have a 20-25 minute wait to speak with someone. The prices you'll receive for your items are too low especially with their eternal 20% off promo. That means you're really getting a 40% commission for your items instead of 60%. That 20% discount is a give away from you to the buyer. One of my items sold and I have asked for the remaining items to be returned to me. Costly lesson learned! This is not the place to consign. Wish I'd found this site before doing so.

I have made 3 purchases from them with the following experiences:

1) One order with 2 items was ok. Both items were new with tags so it seemed safe.

2) 2 items purchased. One sweater was ok. Pretty pilled though described as "excellent". Second top listed as excellent had an enormous run on the sleeve, all the way around the circumference and pretty much unwearable. Refunded.

3) purchased leather pants listed as with tags and pristine. They were split open at the crotch for at least 6 inches! And worn so heavily that the knees were thinned and ready to rip too. Apparently if you stick some tags on items and give them to TRR they don't even bother to inspect the item and just list it as brand new?!? Seriously the most poor condition item I have ever seen sold anywhere. Also bought a skirt that was listed as excellent and had stains and pulls.

When I first emailed they said I had to send it back at my own expense and they wouldn't refund original shipping! Had to threaten to do a credit card chargeback before they agreed to refund me in full. Ridiculous.

So. Long story short, almost all their stuff is in terrible shape and their customer service is a joke.

I try to buy 3 times, and they said me first that they dont send to p. O boxes, but only send a Mail that my order was cancelled, no more information, only was cancelled, I have to call for ask what happened, my second try to order, They send me THE same Mail only said that my order was cancelled, no more details, I have to call again, they said me that I have a different billing and shipping address, INCREDIBLE! My 3rd try, they said me 1 week later, after 2 mails for my part asking for my order, that THE order was cancelled again, no details, its INCREDIBLE the poor assinting for COSTUMER SERVICE, I think they believe that they do me a favor to sell their products, bad bad experience, last time!

I sent several items to be consigned, following their approved designer list. Some of the items were rejected and eventually returned, even though they were truly in excellent condition and matched up with the approved designer list. Then the prices that I got for the accepted items were quite a bit lower than I had expected. I kept watching for my items to come up for sale, and never did see them. But when looking at similar items, I never saw anything listed for as low as my items supposedly sold for. I'm just disappointed, and don't really trust the process. I'd go a different route if I had anything to sell again.

HORRIBLE EXPERIENCE. Very nice person comes to house and takes 32 items warning me that they may not accept everything. They end up accepting 14 pieces HOWEVER these items are never put up on the site despite my account saying they are in inventory. THEN items sold and listed then taken out. Items marked sold but never appear back in my account. Have asked 3 times for explanation on what is going on never NEVER get a response. I have asked for my items to be returned Not sure what they are doing but if i was an investor in this company Id get rid of everyone and start over. They have been duped

Dear Stan: The Real Story is I have talked to customer service told them when I saw this happening to return my items I will pay the return shipment? It is so very sad you could be so very careless with this level of "designer items" I am so disappointed and will tell as many people as I can, so they do not have to go thru this type of experience.

Tell your friends and anyone who has good quality stuff to not use this place I warn you now. Seriously it is not as if it is Goodwill but once they get your stuff they can price and put a sale on your item at your cost? They sold a pair of my brand new shoes ($400) only worn inside for $18 dollars! Seriously not even the consideration to ask me how very disrespectful you have no choice once they have your stuff their pricing is whatever!

I would never recommend them to anyone!

RealReal BAD. OK, add me to the list of exceedingly disappointed one-off customers. I bought one ETRO handbag that was marked something like "perfect" or "pristine" condition. The thing that arrived was nowhere near pristine and an obvious fake to boot: stiff plastic-y feel; tarnished, corroded hardware rings (with separations!) attaching the handles to the bag; separations in the "leather" piping where it should have been solid; the "leather" trim had a flimsy, "machine stamped" quality to it; plus the thing had a really off, weird odor(!); and, finally, some sort of attempt at an interior, barely decipherable ETRO label that was thoroughly unconvincing.

I mean, I own ETRO pieces and know the quality of the brand and this was NOT CLOSE. I was so disgusted that they would have the gall to sell something like that, that I lost all confidence in trying to go through the hassle of returning it. I was getting ready to re-consign it back to them when I did a search for reviews on their consignment practices and found this. Can't say that I am surprised to see all these negative reviews, so I will just chalk up my loss. I can't even imagine myself trying to sell this thing on eBay.

I stopped browsing there very shortly after this initial shopping experience. The website looks slick, slick, slick, and you will definitely get pulled into "obsessing" about the things they offer until you find yourself getting rooked. I'm usually a very understanding, forgiving customer and very supportive of luxury retail, but my first experience with the RealReal was flat-out appalling and undeserving of allowing them to try and make it right.

Buyer (and seller) Beware!