The RealRealReviews 5,331

This last order I placed was over $300 (which may not seem a lot to you). I received two of the items within a week or so. I promptly returned one of the two items as it was too large. I got an RMA number but forgot to put that in the box. I reached out via email several times not only in regards to the returned item but the rest of the order —- which was never shipped. Fast forward about 6 to 8 weeks when I called my credit card company and they gave me a refund for the items I did not receive. Within a day of that happening, miraculously, the rest of my order was shipped.
I have yet to receive the credit for the blouse that I sent back even though I've given all the information including the RMA number, item number etc.
***You have lost a customer.***

Items they sold were defected with their items and no one is responding to client service emails. Never shop there for expensive items

If you crave well made clothes and shoes and also want to offset your carbon footprint, The Real Real is the site for you. I purchase more and more of my wardrobe on this site because the clothes are very well-made, stylish and clean. If you have ever felt icky about wearing previously owned clothes or thought you might hurl when you stepped into a consignment shop, don't worry. The Real Real does not need a trigger warning. The clothes are very clean and show no signs of wear. They are delivered in sweet little bags that can be re-used for travel or to keep you organized. The site is easy to navigate with consistent photos of the merchandise. Returns are easy and the staff members are exceptionally good at their jobs. Clothes, shoes, bags, and especially jewelry are fun to browse. You can build a list of your faves and get notified when the price drops. And every hour there is new and exciting merchandise to browse. It's the website you would design for yourself.

May be able to get some good product at a good price. Unfortunately, basically non existent customer service and listings are wrong so often it's hard to make purchases. Have little faith if I buy something nonreturnable it will be close to what was on listing. I bought a size large sweater in this instance. When it arrived it was XS and clearly labeled. I went to great lengths to alert multiple people that it was XS when I returned in store so it could get fixed. So I see now that it was relisted just as it was before. No adjustments. Have to buy multiple items in hopes you get one right. The company has clearly gotten too big and people working there don't seem to care.

Two (expensive) items I purchased never arrived. It took several weeks for TRR to tell me that they would simply not arrive (without any explanation as to why), and there was not even an offer of a store credit to compensate me for the time wasted. That was disappointing

BUYER BEWARE OF HONESTY ISSUES & TIME RESOLVING PROBLEMS: when things go wrong, as they sometimes do, it is important how the mistake is handled. Customer service used to have long wait times but the representatives were polite and able to solve the problem. NOW the wait times are still long but the remote reps are totally inept with supervisors that are "unavailable" & they do not return calls as promised.
In my case the warehouse failed to include all items listed on the box's inventory list. The remote based representative would only tell me that she would file with UPS and they would have to pay. Explaining that the box was delivered in good condition and that UPS was not at fault didn't matter to her. That was her solution and she was sticking to it. Pointing out the dishonesty in deflecting onto UPS to pay when clearly it was a warehouse error only generated the same response. Foolish me, I asked for a supervisor thinking she could easily solve this simple issue. A supervisor refused my call saying she would call back within 2 hours but did not.
IT TOOK 7 CALLS BETWEEN 8 AM-2:30 PM to get a US based rep. She immediately understood the issue and sent the warehouse a note to "search". EASY PEEZY TROUBLE SHOOTING! It seems to me that customer service no longer matters at TRR. I can't say whether it's cost cutting measures or greed but there are defiantly customer service issues. As a customer and consignor the inconvenience is a big issue but the honesty factor raises yet another concern. If they are dishonest with UPS then how about us as buyers or sellers? Then of course there is the internal TRR issue of the warehouse not including what I paid for.
Basically, when things go as they should I would give TRR a 5* but when they are not perfect, as life often is, then the customer is in for a roller coaster ride. TREAD CAREFULLY.
I gave a 3* because my experience with the order number referenced on this survey was a 5* but other orders have been a 1*. Since surveys are rare I am including an honest broad response. I hate doing this but TRR has changed and not for the better.