The RealRealReviews 5,331

The first time an item was lost, the customer service person was quick to locate the problem and communicated. This time, I requested an item mailed back to me because it was priced too low, this was in September. Both of my reps kept assuring me they were working on it. It was tagged on site as being prepared to mail back for 3 Months! Just yesterday It was shown as Sold! I've been trying to contact someone and no one has gotten back to me. I'm so frustrated!

I love the concept of TRR and find that customer service representatives are professional and try to help. That said, my last 4 orders have been delivered very late (despite paying for expedited shipping) and on two other occasions my orders were missing belts, despite having been photographed with the belts and the belts being listed in the item description and on two occasions were missing the items that I had ordered and paid for.
Further, there has been a significant price increase across the board.

Measurements and size categories have been significant off for some items on 2/3 orders. As I live in Canada, shipping to return is very expensive so these items are useless to me except to donate.

I have noticed on the site, pictures and descriptions for some items being very clearly inconsistent.

I have reduced confidence in my purchases as a result.

I am less likely to purchase items with a high original list price with a significant discount, as the customs declaration reflects the higher value.

Selection is good, so I will give the site another chance or two, but I am getting close to seeking alternatives.

My experience with TRR is generally good: nice selection, usually accurate description, fair pricing and efficient shipping. This last experience however, has been very disappointing. I have contacted, four times, agents to resolve an item I ordered almost 2 weeks ago. Despite every one of them assuring me that the item would ship "in 24-48 hours", or the last one assuring me 2 days ago that "the warehouse is currently processing it", there is no shipping information, nor has it shipped. Wonder why the run-around? BTW, I've already been billed for it.

My last three orders from this site were all terrible. They messed up- sent me prescription sunglasses when not noted that they are prescription; sent the wrong sized shirt from what I ordered; sent me another pair of sunglasses that were so incredibly scratched on the lenses, missing a nose piece, completely unusable and ultimately just total trash that I threw out as I couldn't return them. The first two orders I could return, but I had to pay for the shipping even though it was the company's fault, and their shipping is expensive. Avoid this site, they are complete garbage.

Every single item that I got was unwearable. The pants were very worn out and looked old, even though in their website it said they were in "pristine" condition. The designer blazer that I got for which I paid $150 for, was HIDEOUS; It wasn't symmetrical, terrible quality ( it couldn't have been authentic, probably the got it for $5 in a chinese market and sold it to me for $150), Overall the worst experience I've ever had from an online clothing store.

RR should streamline accounting. Keep all purchases and returns in one location. I recently returned items from 5 separate orders with one shipping label. When processed I was billed shipping on all orders. I called and was initially offered a one time $25 credit in lieu of the $47.96 I was owed as a resolution. I declined and after a supervisor cleared the return of the $47.95 I never received it and the way the accounting is done it is very difficult to track without building a spreadsheet. Given that we pay postage both ways and the return rate is fairly high there should be a better way to track the financials.

Difficult to track returns because the accounting is confusing to understand on the website.

Please lower return shipping costs— many items are not as described (sizes are not always correct because most clothing items have had alterations by the original owner). Hence, most clothing that I purchase gets returned since the "size" is not as described.

My suggestion: raise prices on clothing in your retail stores (where people have the opportunity to try-on for fit before purchasing), and reduce shipping costs for those ordering online.

The order process, shipping, and delivery are all good; however, I ordered 4 pairs of shoes because the images depicted the best sides of the products. Once I received the items 2 out of 4 were good and the others were not. One pair of shoes has a large black stain at the heel which the sales image didn't show and the other has what appears to be bleach stains/discoloration on one of the shoes, which also wasn't shown in the images. Neither pair are returnable so I am stuck with two pairs of shoes that are trash. Make sure you can see the entire product because the minor stains/discolorations in the description aren't always shown and you could end up wasting your money. I'm very disappointed.

The Real Real has it together. Their site provides fabulous clothes, in a aesthetically pleasing way, with consistent service values.
I have had experiences lately with other consignment sites, and have been very disappointed, and sometimes downright angry with the way they do business. If something goes awry with a purchase at Real Real, there are fast, and efficient service options in place, that work. Their prices are on par, if not sometimes significantly lower than their competition, and since THEY have the merchandise, you don't have to rely on a third party to perform their duty in the transaction. Their quality control is done in house, before it's ever listed, so the customer isn't inconvenienced by waiting for that to be done before it's shipped to you.
My only constructive criticism would be to watch out for the descriptions of the items. Don't count on it as your decision maker. Things sometimes get overlooked, and the condition of an item (at least for me), is a number one priority. Look closely at the clothes, shoes, etc. and make your own determination. There are ways to zoom in on the item, and it's well worth it.
Great company.