The RealRealReviews 5,330

I have used the realreal for four years and was satisfied. Recently however, I have had a steady stream of bad experiences, both with purchasing and consigning. My most recent purchase was a final exam of sorts. The previous order had various errors, so I had to do an exchange due to inaccurate descriptions. I was refunded and given a $25 credit in addition. I decided to give TRR one last chance. I placed the order, which not only showed up late, but also included one piece that had marks on it, and worse yet, was wadded up like a donation to Goodwill.

I work in luxury retail and know that the service I have received from TRR if far from luxury. TRR may be a consignor of luxury items, but are a far cry from a luxury company.

I had signed up for RTR with the understanding that I could swap items earlier than before. The functionality wasn't working; the rep may have fixed that, I'm not really sure yet. But I'd also expressed disappointment that I was falsely sold a feature, and it had led to me missing outfits for planned events. (For example, I wanted this latest jacket to arrive before I left for a flight on Sunday but because the return early functionality wasn't working, it won't arrive until after I get back from my trip almost 2 weeks later.) The response fully ignored my questions. Pasted below for reference.

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My initial email: "... I was banking on this feature all month since I had a lot of events, and not being able to swap the shipments as quickly as promised has delayed some of my outfit plans. Is there any way to get a discount on the month? Or because I'm already trying out RTR on a discounted plan, could I add a third month at the $99/month rate?..."

Response: "We apologize for the delay in our response, and we appreciate your patience. We're happy to see another stylist has assisted you. Let us know if you have any other questions - we'd be happy to help! Kala B"

This site is one of the biggest second-hand luxury e-commerce sites in America, they have a huge selection of luxury goods. But if you try to consign with them and sell your stuff, they take your stuff, take photos, create the listings, and will post incorrect details about your products, creating poor sales for you. It's absolutely shameful how poor their product detail entry is, it seems like every single product page has one or more errors.

My last order was three items. Two Lafayette dresses and a P Sempione coat. One of the Lafayette dresses went straight to Goodwill, sizing listed was way off, like two sizes off. I have slender neck and arms and thought even a 4th grader might have problems zipping it. Interestingly the size 4 (Im a 6-8) fit like a charm. I would have considered getting the weird dress altered to a skirt but omg, the fabric was a stiff puffy material like you find in cheap upholstery. Not what I expect from the brand. Off to the thrift store where maybe some street wear design student can cut it up and make some funky thing. Otherwise it's unwearable. No signs anyone ever did…and no wonder!

I Purchased A Shoulder Bag On September The 7th Of 2023. After Receiving It I Realized That It Was Too Heavy And Too Large So I Decided To Consign It But They Declined Consigning It Saying That It Was Discolored. Well I Know That I Never Used It And Sent It Back To Them Just After Receiving It, And It Is Still September. This Situation Is Very Upsetting To Me Because I Buy All Of My Items From Them Where They Make Money From Me But They Also Make Money From My Consignments. There Is Something Terribly Wrong With This Situation!

This order was about the 4th or 5th one in which I received items described as "pristine" and even " new with tags" that were not only visibly worn but I would say "hammered". During the pandemic they've been letting sellers do virtual consignments and I've noticed pictures that even show worn corners on bags and wear through to lower layers of the soles of shoes described with "no visible signs of wear". I ordered a $2200+ Goyard duffle "new with tags" and well, it had the tags inside it but you could even see a dark mark on the corner on the website (which I was willing to let go for the price but still irked that the item was clearly not "pristine") and when I received it, all 4 corners were crushed with rubbing and the feet on the bottom were scratched through to the different colored base metal. Ebay has such a bad rep but honestly, sellers there show double and triple the number of pictures, showing all sides and insides and close-ups of items such that if they lie you can at least tell. I've received several bags now from TRR described as pristine and they are soft and/or worn from use, metal hardware scratched and/or rubbed off and worse, fine jewelry costing multiple $1000's with scratched and nicked stones, sapphires with color zoning so bad you'd be embarrassed to wear it and stones called sapphires that are clearly tanzanites. You can at least return misdecribed or misrepresented jewelry (for a fee) but their designer bags are final sale. This didn't used to be this way when I started buying 2 years ago from this site because they used to see stuff in person. They only show 4 photos or so, so many times you're purchasing pretty blind. They really need to go back to in-person consigning because their quality is pretty hit and miss now.

Was sold a fake Hermes bag, and another Hermes bag which was labeled "pristine" which arrived with notable damage, among other issues. TRR was professional, caring and responsible in addressing the issue but it doesn't take away from the fact their authentication process is impaired. Their grading process is also impaired, labeling items as pristine which are not pristine, and not including enough photos of key areas to illustrate genuine wear.