The RealRealReviews 5,330

I consigned some items recently. Not only it took forever to be posted(supposedly I have VIP status and. Should be faster), but some of the items DO NOT look like the items I have consigned! I tried to email and inquire about it-got email back that they will get in touch in 48 hrs -4 days later I called in- Jessenia (sorry not sure about spelling) who I talked to did not even feel that to say "Sorry for not getting back to you" would be appropriate- instead she said" Yes, we are very busy now".
Needless to say I am requesting all my items back and am never selling or buying with TRR again.
TRR remember your sellers/consignors matter as much as your buyers and they all deserve GOOD customer service!

Where do I begin?

I was sold a pair of boots that were marketed as Louis Vuitton for $445. I sent an email a few days after receiving my purchase pointing out they were from La Canadienne (with pictures) and is accordance with the site's own pricing, shouldn't have cost me more than $200. I got an email saying someone would get back to me (no one ever did). Two months later, having given up hope of ever hearing from the customer helpline, I wrote to the store nearest to me. Although the assistant manager was much more helpful than their helpline, the best she could do was offer me a $100 site credit or give me a slip to return the boots. (I imagine if I returned them they would be put back up on the website under the same listing and someone else would have the same problems I had.)

I wasn't able to pursue this matter earlier because I was dealing with not getting a refund from ANOTHER order. Again, emailing, calling, and texting the helpline did nothing. They just told me to wait 5-7 business days for a response. After a month of this, I finally filed a claim with PayPal and got a partial refund. This matter still hasn't been resolved to my satisfaction because one item I ordered would only be accepted as a return if I allowed them to sell it as a consignment piece. Surprise! After I got my refund for the other items, they took the consignment item off my account, deeply discounted it, and sold it without crediting me anything. I can't even re-open my claim with PayPal because I already received a partial refund.

It seems like no one on their customer helpline speaks fluent English or is even located in one of their stores or warehouses (which isn't the fault of the representatives I spoke to). I feel like they're limited by the company to only be able to send return tickets (which cost $12) or deflect complaints in hopes that customers get tired of trying.

There may be genuine articles on the site (which was sued by Chanel for selling counterfeit products), but unless you get lucky enough to have a smooth transaction, you'll get ripped off by their terrible return policy and customer service.

I've had 4 expensive jewelry items lost for 6 months with no resolve. Customer service sucks. I'm a huge customer so no excuse.

I ordered an item and chose in store pickup. I received an email stating to wait for another email confirming I could pick the item up from the physical store. I never received an email, and when I contacted TRR wondering where the item was, I then received another email stating I had been refunded my money. I tried calling customer service, no help there. I tried emailing again stating I didn't want a refund, I wanted my item, no reply. Overall, terrible customer service. Never ordering off TRR again.

I would say that I am overall very satisfied with the RealReal platform and service. I'm on the app all the time.

My only issue was that the receipt for dropping off merch for consignment could be more thorough and detailed. The email that I received upon dropping off items (once at the soho location and once on melrose in LA) only said that an item was received but that was all. It may be essential to include details such as a photo of the item, and some details such as designer, size, rough estimate of condition. Even though not all items will be accepted for consignment, a person dropping off some of their prized designer merch will want some form of account of it, this way there will be no discrepancies later on if there was a mistake made. This was just a small observation and does not represent my overall impression of the experience, which is generally quite thorough. I hope that this was useful

Tout ce que j'ai vécu avec le vrai service client concernant les questions concernant ma commande, l'expédition, les douanes et la livraison, le site Web est très simple, mais je n'ai pas reçu de certificats de vérification de produit avec mon dernier achat.

I sent a request to them for help with a transaction. I could not get my order to go through no matter how many (valid) forms of payment I tried. I even tried a cash app with about 10 times the order amount available. It was a large order, and I REALLY wanted the items, otherwise I would have just moved on to another site never looking back. I reached out for help to the email address provided on the website and
I received an auto-reply saying that I would get a response within 48 hours. After 3 days, I sent a follow up asking for the status to my request. No reply to that either. I have (ironically) received 2 separate requests, from 2 different companies (yours included) requesting a rating of my experience. What is going on with the REALREAL? Is this a joke?

I could go on and on about this company. I hope enough people read this to know not to work with them. They have stolen multiple pieces of jewelry from me that they said we're going to be returned, I have not been even though it said they were delivered, and no matter how many times I have reached out, all I get is the runaround. They also stole a Russian Sable Mink Fur coat from me that I have asked for back many times to no avail. The worst part about them is that, I consigned some clothing of my husband's whom recently passed away with them, not only did they steal some of those clothes too, but, I specifically asked them on a few items to consult with me the price points before listing as I was still sentimental about them. To my dismay, I woke up the next day, they were listed and had already been sold. I was told there was nothing they could do. They have not only stolen physical objects from me, but they have stolen memories that I cherished, and my dignity. Don't ever work with these people. The first account manager I worked with was a disgrace. When I reached out to customer service to report sexual-harassment from him, again, no response. Please be careful with these people they are nothing but frauds, thieves, and cheats.