The RealRealReviews 5,331

I've shopped The Real Real many times and am never disappointed. I really like how easy the site is to browse, filter, and favourite items. I especially love that measurements are included, since the fit can be tough to gauge, depending on the brand. The quality of the items is also always accurate and every item I received is in great condition and as pictured. I wish the UPS experience was a little more seamless (I live in Canada) but other than that, I can't complain!

Recently I placed two orders that showed they were confirmed. The orders did show a 3-day shipping delay, which was fine. The orders sat for 10 days without shipping information. This prompted me to contact customer service and instead of receiving a reply my orders were canceled with an explanation of inventory issues. While my account was credited the full amount and a $25 credit for my inconvenience was issued, it is still frustrating. In this day and age inventory management is streamlined and it seems as though The Real Real is having problems. This concerns me as I also sell through them.

Having been a customer since it's inception, I have to express my disappointment in this company the last few years.
Pricing has gone up significantly, to the point that I have chosen to buy full retail over this platform more often. The "hunt" for a great deal or piece is no longer exciting. Also, pricing is way off for some items. I'm a former retail buyer, and prices often seem askew to me. To validate my suspicions, it only takes a quick Google search to find the same item and do a price comparison. I have found that items are often mislabeled and unfairly priced. I recently filed a complaint on an item that I found brand new online for half the price, and they told me they would address my issue with a supervisor but that was a week ago. Still waiting to hear back.

That being said, RR can be a nice platform for consigners who just want to get rid of stuff without the hassle of shipping and returns. I do both buying and selling there, so my feelings are mixed.

Pros - Very good customer service, big inventory and quick shipping.

Cons - Charge shipping and retuning fees on both ways... No return at all on bags... Descriptions on some of the items are off.

As a once avid & admitted rabid fan of The Real Real I gave them an abundant amount of time to regain their once fabulous reputation & now I think they are gone for good, at least to me!
In the last month TRR has sent my merchandise to unauthorized addresses, lost product 3 times blaming UPS or On Trac shipping services only to find that the merchandise never left a warehouse, taken an extraordinary amount of time to process my merchandise to list for sale, listed new merchandise as used that I sent for resale & underpriced fine jewelry that I sent with appraisals.
As a retired jeweler & senior manager for international luxury companies I was willing to be patient knowing COVID set many places of business on their heels but the behavior of TRR goes beyond the pale in 2023.
Losing merchandise, shipping to unauthorized locations, misrepresenting merchandise has exceeded any level of patience that I can muster!
A word to the wise if you have given merchandise to TRR, watch your sales, keep track of your merchandise. If you are unhappy request a return of your product.
It is sad & shameful to watch a viable company lose it's appeal.
Not only are they losing their reputation they are swiftly losing their integrity & apparently management either doesn't get it or worse they don't care!
If I were them I'd be looking for a reliable competitor to buy the company! Here's hoping!

I've been consigning with RR for 10+ years, and unfortunately, my luxury consultant seems to change every few months, which gets very confusing.
I recently called Real Real consignment relations to get my current consultants contact information. The rep on the phone said that Alexandra had texted me two weeks prior. That didn't happen. The representative on the phone said that Alexandra would call me that day. That didn't happen... so, I have consistently reached out to Alexandra 3-4 times for help. No response ever. Frustrating

The app is a dream to use and has great photos and notes on sizing. I found many fab items that all arrived beautifully. Every piece but one worked for me size-wise. The only thing that was confusing on the app was the return procedure. I sent a few emails to clarify but didn't hear back. Luckily I live in LA so I did it in person. The first person I saw at the store was so rude to me I was shocked. I found another desk with a lovely person to handle the return and they were just as professional as the shopping site and all is well now.

Had some returns and customer service was very helpful with the return process.