The RealRealReviews 5,327

This is the most arrogant and incompetent company to deal with. There is no phone number to call, only texting or email. My order got canceled. After I spent over 30 minutes texting, customer service said, "We have reported the problem, wait for customer service to get back to you." I literally just wasted 30 minutes to get no reply. Then, three days later, I got an email reply saying, "I request you to please create a new account so you do not face any issues at the purchase time." So, I made another order, and it was canceled again. I emailed customer service and got the reply, "After looking into your account status further, we can confirm that your account has been deactivated. Our Account Manager has notified us that the account was deactivated as a result of not meeting the eligibility requirements outlined in our terms and conditions." What a waste of time dealing with this company. The customer service and account manager can't help or solve any issue. Stay away from "The RealReal" because their customer service is nonexistent.

Terrible Customer Service. I'm so disappointed in TRR. I purchased a cashmere sweater and it arrived with a hole in the sleeve, and yes, they were prompt to refund the cost of the garment. However, they outright refused to cover the shipping. As I live in Australia, I explained that means I now have to pay US$50 to replace it. After much discourse they credited me US$25, but that still doesn't cover the shipping. Also, it became evident that the person I was dealing with wasn't even bothering to read my input to the discussion. Not Happy Jan!

I'm not sure what has changed with the leadership of this company but the parity, customer service, and efficiency has gone down the drain. I recently sent items for consignment. Within a week in a half, they were marked down to 20% off. In contrast, there's a pair of boots that I watched remain the same price for over a month of being for sale. When the boots were finally marked down, they were only reduced to 5% off, which they remained for an additional 2 weeks. Meanwhile, my consignment item was marked down to 60% for the same time frame. My items sold for pennies on the dollar at a huge loss for me. Imagine consigning designer Fendi shoes in very good condition and only receiving $20 in commission. How is it that certain items get to be sale for longer time periods before being marked down, and when they finally are marked down- it's in very small increments?
Additionally, I observed a Gucci coat that keeps going back and forth between 40 and 50% off. It was recently 50% of for almost a week in a half, now it's 40% off AGAIN. Be careful to look at the images of items for sale. I was about to purchase a Gucci suede cape and it was listed in Excellent condition, but the pictures showed lots of marks and brushing on the suede. It obviously isn't in good condition. A pink pair of Amina Muaddi heels are listed as Very Good condition, but there are scuffs, discolorations, and marks shown on the back and sides of both shoes. Be observant before you purchase.

3 items purchased were verified fake. They will not refund.
A $300 bracelet (fake GUCCI) was sent loose in an empty box. I didn't believe the documentary, now I do.

Sent a brand new with tags LeVian ring. They CUT THE TAG OFF! WHY? New bags have tags, new clothes have tags. They had NO right and NO reason to do that. I am LIVID!

I sent a NEVER used pristine Gucci ladylock bag in. I asked five times for an indicator. They told me AFTER it was on the site I would see the price. Um, no, you will tell me the price RANGE now or zip want my bag back. I'm supposed to find out the price when it's live so somebody can buy it and I'm just sol if I don't like the price. Shady shady shady! It took three weeks and the BBB getting involved to get my bag returned.

They returned it with the crossbody strap attached, shoved in the dust bag and tied the straps in a double knot.

I sent the strap (which contains the keys) on a separate pouch so it couldn't get band or scratch the unscratched hardware.

I am so SO angry! Now I have a ring that's brand new with a cut off tag, so where's the proof it's brand new. They just dropped the value of a brand new item!

Imagine all the bs the people are going through when people buy their stuff. They need to be closed down. They're a disgusting business.

I ordered Hermes Kelly 32. I received a Hermes Kelly 35. I had to jump through hoops, and waste hours on the phone in order to get a refund.
After informing The Real Real that I as sent the wrong size back, and having to submit measurements of the bag here is what the customer service response was: " I completely understand your anxiety. If I were in your place, I'd be filled with uncertainties and concerns.".
This is not acceptable service. Shame on you Real Real!
Stay away from ordering from a company that clearly doesn't care about their customer and only cares about selling merchandise that they can't even list correctly on their website.

Many of high-valued designer clothes such as Casey Casey, Daniela Gregis, Sofie D'Hoore, etc. were listed at 5% of the value and when I requested repricing, the items were already sold and I received a commission of 1%. If you can sell it any other way, do it.

RealReal mishandled my Louis Vuitton travel piece, priced it way below market value & when I requested return, parts came back missing. RR wants to pay me the low price (I did not agree to price) after they take out 40% commission! They LOST the item Real Real did NOT SELL the item. Why take a hefty commission? Customer Service ignores emails for weeks at a time! Horrible company!

If you are thinking of purchasing something with The Real Real, please reconsider. I purchased an item and was told over a week later (after many phone calls and emails) that the item I paid for was being sent to somebody else.

No updated and I am still waiting on a refund. Absolutely ridiculous. Stay away from this poor excuse of a website.

I sold a pair of brand new leather booties. When I purchased they were final sale so couldn't return them. Purchase price was close to $100. I tried them on twice and decided they were too narrow. I had sold items on the site previously and decided to use it again. By the time the price was reduced and fees were deducted I got an.80 check in the mail. I should have found someone to give the booties to for free. I will NEVER use this site again.

It's a scam business when you want to sell with them, don't ever do that. They take your item out of your hand for peanuts. At first they give you an acceptable price but this price is not what they put on their site but much less. Then they give discount 20% and sell it for 10% of what they agreed with you. A Christian Dior bag that they estimated at $1600, sold it at $252 😒 unbelievable. Such a company should not be dealt with as they are crooks, don't buy or sell with them.

Love the shirts! Good price,good quality,nice fit,...Please make a military shirt depicting the 82nd Abn. Div. Paratroopers in action jumping out of planes with Thompson machine guns,...More sexy Hula Girl shirts Great designs are endless. Love your company!

Guys dont give your item to them they will first tell you they will sell your item for 300-400$ and once they sell it they will give you 100bucks one month later. Thats what they did to my prada brand new shoe goes for minimum 300 they sold it and they were giving me 100 and i told them keep the money i learn something today.

Horribly useless customer service! No help, no knowledge! Very bad shipping! Can't find my package, can't explain where it is and when I can get my purchase. Two days I try to figured what is going on with my package. Waist of time! Unprofessional people!

After speaking to The RealReal's (TRR) customer service confirming that the item was in good condition with only some moderate discolouration, I bought a Helmut Lang jacket. Today the jacket arrived with a massive TEAR in the side with stains through out and a fake Helmut Lang store tag. Frustration, after confirming it was in good condition! TRR only offering a refund for the item, not tax or postage. To top it off, also refusing to send me a return label. Costing me $90 for postage both ways... for a mistake their customer services have made.

I am both a purchaser and consignor. I have had ups and downs with the Real Real from the time they began. They have really gone downhill! I ordered some items to wear to a conference coming up. I only search for small or XS (I am a 4/6 typically). Well, the items arrived today, all balled up in a bag and left out in the rain. The jacket I really needed was a size 22! Can you imagine? It's tremendous and when I called the real real they said it was not returnable because it was on sale. I reminded them that it was falsely advertised. They didnt know what to say but would contact me again. The next item was a lafayette sweater advertised and new with tags and "excellent" condition. Well, it had tags on it, but was worn out with pulls and holes in it. Unwearable unless I wanted to lounge around the house. Not acceptable. I have given them pristine items to sell from their accepted list only to have them rejected, yet they are selling wrinkled, torn, and pilled items? The jacket (the one that is a size 22) is not wearable. I am so frustrated! Back to the competitors...not sure if I can say them on this site or not, but there are other luxury brand seller out there that do the right thing!

My experience shopping with TRR was awful and I will never shop with them again.

I purchased a name brand tote bag and was sold a cheap, easy-to-tell, knock off. The quality of the bag is so bad I am honestly not sure how this passed the "authentication process".

When I reached out to TRR, every customer service representative I talked to was condescending and rude. I was told my bag was 100% real and that the authentication process was too rigorous to have a fake pass through.

I was also told that because I bought a thrifted bag and the condition was good not perfect, that's why the bag felt fake.

TRR is not offering any refund or remedy for this situation.

I ordered a phone case and i receive a call from postal service saying if it has to be delivered to my door step, there will be additional charge of 32aed, this was never mentioned while purchasing and when i mailer their customer service, they were like whatever your country of residence charges is not their responsibility it seems and if order is not collected, money wont be refunded. What sort of service is this? I work for an ecom too. Really poor service. Please do not buy from them!