The RealRealReviews 5,329

I just sold a vintage large Versace Reve satchel in like new condition through The RealReal. They claim to have "expert authentication." Ok… well if that is the case, then why did I make a mere 184.80 off of this bag that was so far off from how it should have been priced within minutes?!?!? That bad is and was worth thousands of dollars and I made 184.80. A week after the sale that happened quickly and to no surprise considering what it was listed at, I found my bag again. This time listed on eBay on a re-seller's site for over a grand. Which is still less than the worth of this bag, but even more painful as I myself, spent more than a grand on this bag. NEVER AGAIN. The eBay seller even used the pictures TRR took of my bag as the photos of the listing of my bag on eBay as I have shown below.

I would NEVER purchase luxury goods from this store/website. But I figure consigned clothing is fine- people probably don't counterfeit dresses. I was proven right- their "experts" don't know anything, and can't even read a clothing tag properly.

Recently I bought several Saloni dresses from this site. This is a UK brand. I am familiar with the brand and my size in this brand. I only decided to buy the brand on consignment because I don't like their new prints for the past couple of seasons.

The tags on the clothing clearly list the UK and US sizes. On the website it also lists the UK and US sizes for each of the items. So with 2 numbers listed, there's no way these "experts" can screw it up right?

WRONG! Multiple items I received were mistakenly labeled the UK size for of the US size. Which means the UK size listed on the website is then completely fabricated and doesn't match the tag on the clothes at all! When I returned the items in the store in NYC, I let the RUDE store clerks know they were mislabeled on the website. She completely ignored me. 2 days later, I see the items back on the website, still mislabeled. This is the level of professionalism of these "experts."

If these "authentication experts" can't even read a tag properly and label the item the correct size, what makes you think they can actually authenticate luxury goods. Even when they're told it's mislabeled and clearly demonstrated as all you have to do is look at the tag, they still can't correct their mistakes!

They also refused to refund the shipping fee even though THEY SENT THE WRONG SIZE. What a waste of time and money. Completely incompetent staff, top to bottom.

I have bought about 20 items and about 40% of the time, the items are misrepresented, improperly described. You get more accurate item descriptions on eBay. Items are almost never returnable unless you can prove they made a mistake, and customer service denies everything automatically. Bought a dress in size 6, looks like size 0. Bought "new" Manolos, they looked rat-eaten. Got a 'new' dress, fabric looks worn and faded. The photos don't always show details so you are taking a gamble shopping here. At least eBay gives me purchase and fraud protection, TRR does not.

They are super helpful before you send your item in, but once they have the item it is almost impossible to get any customer service. I deeply regret consigning my items with them. They said they would sell my product on their homepage but by mistake the returned it and they returned it to the wrong address. Now I have called them tree times - last time they just let me wait for 30 minutes and then hung up the phone. So unprofessional! The item is worth USD 250 and they promised to pay me back three weeks ago but so far nothing happened and they do not respond to emails.

DO NOT CONSIGN WITH THEM! I sent in over 15 high end luxury items (LV, Burberry, Christian Louboutin, etc.). They lost half the items and couldn't find them for over two months. They kept giving me run around, had to wait on hold for hours over the phone, numerous phone calls. When they did finally locate my items, they had in fact listed and sold them at low ball bottom prices without my knowledge, lower than same items in worse condition on their website. They offered me $100 credit for my troubles, ha! They sold pristine $900 pair of shoes for $250 and paid me $137. What a joke, they will not return your calls or email. Once the rep gets you to consign they could care less about you. I have asked them to return my Louis Vuitton handbag that has not sold yet and they still haven't shipped back. I will be consigning elsewhere in the future. I would also say really check over pictures when buying. They will list things as excellent condition when they are not. I purchased tote from them as final sale. It showed up beat to hell and stained. The only recourse was to return and consign. They consigned for lower than purchase price and paid me 55%. If you do buy on their site, make sure you absolutely LOVE it.

Date: Feb 10,2022 I ordered 4 items on TheRealReal web site. It wasn't my first purchase.
February 18th I received my order and it was a wrong item.
I spoke with an assistant Preston that day and he confirmed the wrong item and created a free return label for my items.

In order I had 4 items and 3 of them I SENT BACK.

Then I got an email that I received money back ONLY for ONE ITEM (the cheapest one in the return parcel).
They still owned me more than $300!

March 4th I spoke with assistant Shaun M.
Her answer about my concern
"I have escalated this to our returns team for refund, they will look into this and process the refund within 3-5 business days.

Now don't worry about refund."

March 15th I spoke with another agent again (can check his name later. He said my problem will be solved in 72 hours.

March 22nd
Patrick M.
"I have successfully escalated the concern to the returns team to check why it is taking too long to refund, request you to please wait for 48 hours."

March 29
Kate M.
"I have raised the concern to the concerned department to get it sorted as soon as possible
Please allow me 24-48 hours to get it solved"

No answer again.

THEY'VE JUST LOST MY RETURN ITEMS and don't want to return my money back!
I think it's gonna be a case for a court cause I can proove that I send all items back and they are lying to me 50 days long!

They Sold me a FAKE Louis Vuitton Bag. They are still selling fakes and not doing anything about it.
I took this bag to Louis Vuitton to be repaired! I used it once and the leather ripped. They informed me it was fake. How embarrassing!

Terrible experience. The item was lost by UPS. I tried to contact the company. There is no phone number, there is a chat option. No one was available. When they finally contacted me at 5AM, I missed the message and had to start over. There was no follow up on their end on my lost item. IT IS NOT SMART TO BUT EXPENSIVE ITEMS FROM A COMPANY YOU CANNOT CONTACT. Buyer beware.

I have used realreal for several years and the customer service has noticeably declined along with quality control. At the same time the value has decreased; costs for return have gone up; sweaters are sent out as Very Good and arrive with moth holes; the amount of time your site credit lasts has diminished; and the amount earned on special sale weekends has gone down.

After purchasing two pieces of luggage at over $1500 each both described as very good condition but showed up in unusable condition. One with the main zipper torn away on bottom side (bag can't close) the other the carry strap was chewed on (presumably by a pet) to the point it won't have held a load. The more disturbing part was both time attempts were made to hide the damage in the photos and even strategically setting up the bags to hide it on initial inspection. Which leads me to question are they actually inspecting the items or are they the ones being very dishonest.

I type this review as TRR buyer and seller of many many years, and shareholder - the text-based customer service is a dumpster fire that seems purposely designed to reduce accountability and waste hours of your time. I've been looped back to virtual bots six times and the two times I've been connected with someone has disintegrated into silence. Before I'm looped back again to restart the process. I wish the stock price would recover somewhat so I can leave this mistake behind. No wonder I've lost 75% of my principal on it.

I have never seen anyone pack fine crystal with such little regard for its safety. I'm blown away with their lack of common sense. I bought a gorgeous Lalique perfume bottle last week and it arrived damaged. NOT because it started off that way, but because they literally placed the perfume bottle, stopper still in it, into a box way too big for it, laid 1 layer of bubble wrap on the bottom of the box and stuck the bottle in, NOT affixed to anything or even wrapped up in anything, and then laid a layer of bubble wrap on top of it - like laying it on sheets and a blanket... NO form of other packaging... it was free to just rattle around and careen off the sides of the insides of the box as it traveled to be via USPS. OMG it was chipped up and a miracle it didn't shatter. Meanwhile, before that item arrived, I had flagged another beautiful style Lalique perfume bottle (different one) hat had been already sold and got an alert that a new one was just listed. I grabbed that quick because it was priced right. It had not arrived yet by the time I received the first one, but I was aware it was in transit and PRAYED that the first experience was a bad one, and surely they had more folks packing these things, maybe I just got a bad one out of the gate? Nope. The second bottle was also damaged, packed worse than the first and literally beat to death in its own box! Nothing inside to guard it, and again, stopper stuck in it.
Unless they get their packaging act together... steer clear of these guys for breakables, everyone!

A friend who is a huge fan of TheRealReal recommended I consign with them. She told me upfront that she would also be getting a referral fee which I had no issue with. I had an in-home appointment to review my items in order to assess what was most saleable and in total consigned 13 pairs of designer shoes (Manolo Blahnik, Jimmy Choo, Prada etc) and 20+ clothing items. Getting through to TheRealReal was a total nightmare. You cannot call direct and when you do, you are placed on an indefinite hold with a recording that your wait time is less than 10 minutes. I left my number for a callback that never came. When my items were finally published on the site, I was shocked to see how little they sold my clothing for! An Equipment silk blouse with sales tags attached sold for $40 for which I receive $12! I would've rather donated the item than sell it for $12. An Armani blazer that cost me almost $1000 and was worn once is listed for sale for $80 with a condition description stating there is piling throughout. Not only is that false, I will recoup a big $24! I am so upset, I have asked that some of my items be returned as I'd rather keep them or sell them on Poshmark. I was told there is a $15 per item fee to return them. I specifically questioned the rep who came to my house about any issue I may have with TheRealReal's pricing of my possessions and directly asked if I can have them returned if I do not agree with their suggested price. I was told it would not be a problem and I could request my items back. She never mentioned a charge to get my own clothes and shoes returned and when I called to question her, she told me well yes there is a $15 fee but I've never seen it charged to anyone. I am beyond distraught. I will likely look to have my remaining items sent back and will NEVER NEVER use them again. Thankfully I didn't give them my collection of designer handbags which if I choose to sell, will fetch far more on other resale sites.

Obviously the draw to the site is its huge selection you can't find anywhere else, but beware if you live outside the USA. Everywhere on the site says returns are $12, but this does not apply to international buyers. You have to ship the item back yourself and do not get reimbursed for any of the costs, and you have to apply to the federal government yourself if you want to get your import fees paid back. Especially if you're looking to buy cheaper items, the cost of returns on the individual may in some cases be higher than the item itself. On top of that, they do not disclose all defects/damage on the item in the description online, and even when I returned an item citing undisclosed damage, they put the item back up on the site without reviewing and adding the obvious damage I noted.

I purchased a leather bag, the description called for "no signs of use" It turned out that the handles were almost lose, scratches all over the leather and the hardware. They took it back after sending several pictures and THE ONLY GAVE ME STORE CREDIT. I DO NOT RECOMMEND THIS STORE. NOT RIGHT. IT WAS THEIR FAULT.

The advertisement had only underweight models. The real real? Maybe entice real humans if you're going to use such a title.

The realreal.com warehouse team have been stealing from customers for years it started back in California I request for my jewelry items to be returned total 8 I only got 2 back chanel CEO IRS and the Fed need to take this corporation seriously out stealing, taxes selling false items this is a foreign corporation who now have black workers who take their fall this is one corporation that IRS need to investigate and better business bureau need to shut this corporation down I have experience pain, hurt and stress on how they have mistreated me as a customer my jewelry been stolen I request it over a month ago cause how they low ball the customers in the south over 6500 in jewelry lost I am steal hurt how California warehouse before closing lost a 35 year wedding ring that my late husband gave me as an anniversary gift no security team foreign just stealing like they still doing now they mistreated the black customers but those who rap up on sale over a 100,000 to a 1 million they don't mess with that were IRS need to come in and investigate and if you don't watch your site they moved items, paper trail and money this is the USA

The customer service associates leave you online in an open chat for hours if they choose not fulfill your request, they just disappear and wait for the chat to close automatically after several hours, to avoid negative feedback. They offer the worst shipping options for very high rates. I just payed for 30,00 dollars for 1-2 day shipping, the order was placed on Wednesday tracking shows estimate Monday. The rude associates just disappear and leave me waiting with no response. This company has one of the worst customer service.

I signed unsatisfying, therefore, My Email blocked by the RealReal. After the effort, finally I got contacted with someone from TheRealreal who helped me to solve the issues fairly. I will continue shopping on the RealReal because of the quality of the items.