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The RealReal Reviews Summary
The RealReal has a rating of 3.2 stars from 5,331 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with The RealReal most frequently mention great experience, fast delivery and high end. The RealReal ranks 6th among Discount Clothing sites.
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I tried to online chat for over a week with a truly terrible experience. The email "resolved" the problem without every giving me an answer.
When you want to get something done, you have to go thru too many different agents, and In the end, the agent is not empathetic to your concerns
If you want to buy something it's fine, but when issues come up, you have to step on hot stones to get it resolved
Biggest complaint is that measurements are frequently off (way off) from what is listed online. Considering that they charge for shipping both ways, this makes every item an expensive gamble.
I have noticed that the quality of employee who works in the Melrose location has sadly changed from upbeat and professional to rude and passive aggressive. In the past I was greeted with smiles, welcoming remarks and kindness. The last two times I've been there to return items, the employees who took my returns were irritated, confrontational and flippant with me about the size of my returns. (I returned alot these two times because I was trying out new looks, colors and designers who unfortunately didn't work out). After my 2 experiences, I vowed not to go back to that location because both women left me feeling ashamed for returning. Also, their pace at doing the returns was extremely relaxed & oddly slow. They were both doing the imputing and getting the hangars, retagging in front of me, everything to put the merchandise back on the floor. I've never seen my returns handled like this. And when I was looking around at others (thinking this was a new policy) no one else, re ticketed their returns. If you want to know who the employees were, you can see who processed my returns in the store last two times.
Honestly, the quality of employee is radically different from when you opened. These two women were only interested in selling items and not returning. They were rude, passive aggressive and confrontational with me.
Will never go back.
I have been lied to over and over again about items they lost 3 months ago. The worst customer service I have ever dealt with.
I've always liked the items I've received from the Real Real. Generally great condition. They give some of the best product write-ups as far as sizing, fabric, condition, whether it zips, buttons or pulls on and where those items are placed. (This is really appreciated!)
However, three things keep me from shopping there more frequently. 1. Their prices are very high. (I thrift to be more prudent with my money) 2. Though they send out excellent coupons occasionally, unlike other thrifting sites, they don't allow you to use them on clearance items. 3. Their shipping cost is ridiculous!
Items always arrive exactly as described. Packaged properly and with care.
All the items Ive bought have been exactly as described and I have made money on the items Ive sold.
Please stop using UPS! If I have to pay for shipping I would rather use Fedex or at least be able to choose for myself. UPS is the worst-terribly unreliable to the point where I cringe when I see that a purchase I made is being sent through them. Lost packages, bogus delivery notifications and endless package delays even in perfect weather. Please dump them. They suck! Honestly that's the only issue I have. Your company sends out the packages quickly but thanks to UPS it takes forever to get them anyway. Sigh what a waste.
Very positive experience. I loved all the items I ordered
They have the best quality merchandise.
As well as service. I shop more on this website than any other!
I am waiting for a refund since July 2021 (over 8 months)!
TheRealReal sold me a counterfeit bag and now it takes forever to get my money back!
The customer service is out of the Country, therefore it's IMPOSSIBLE to resolve anything nowadays. It is the WORST experience and I've been a client since 2013!
I have been buying from the Real Real for a few years now and it has bee great up until recently. I was sent the wrong glasses. I ordered Gucci glasses and received a pair of Judith Lieberman glasses. I tried to deal with the returns via chat and I was met with pure stupidity. It was very disappointing. Constantly asking me for things that I had already given them as far as information. Then they began to harass me by continuing to send text after I told them to stop texting me: I believe they are using some cheap foreign call center that is taking away from the overall image of the company. Overall, just plain disappointing.
I had two experiences where promotions were offered and then miraculously they would find a reason not to give me the credit which was offered once I bought merchandise.
I have had 3 bad experiences with customer service.
Most recently I received only one piece of a set. I contacted customer service immediately. They let me know that the other piece of the set was missing so they sent a shipping label to return the jacket — the dress was the piece missing.
I offered to keep the jacket if they would refund 50% of the purchase price.
They offered a $20 credit.
The set was $165.
I responded asking again that they refund 50% which I deemed very fair but never heard back.
I emailed again but never heard back.
I was initially very disappointed to only receive one piece of the set. Now I am further disappointed that The Real Real does nothing to make up for it.
I am returning the jacket and crossing my fingers that they actually refund the purchase without 20 emails of follow up on my part.
Not the first time something like this has happened. I received a set of stools that were damaged and had to really push for compensation.
They also sold a pair of earrings that I had consigned even though I asked for them to be returned. No retribution. Barely an apology.
That is the reason I do not consign any longer.
Overall, the worst customer service from any website I purchase from.
A lot of features such as saved searches, deleting items in your cart have become very wonky and slow. App used to be a lot better
They lost my consignment twice and never get a chance to get my stuff back! The customer service is not really helpful! They have "limited " access to track the items I got lost! Be careful
From the business
The RealReal is the leader in authenticated luxury consignment. With an expert behind every item, we ensure everything we sell is 100% real. As a sustainable company, we give new life to pieces by brands from Chanel to Cartier, and hundreds more. Exten...
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members