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The RealReal Reviews Summary
The RealReal has a rating of 3.2 stars from 5,331 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with The RealReal most frequently mention great experience, fast delivery and high end. The RealReal ranks 6th among Discount Clothing sites.
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TRR has some good deals for those looking to find gently used designer items and, for the most part, I've been quite happy with my purchases. But DON'T consign with them. Unless you're looking to sell one of a very few select brands (think: Chanel), you might as well donate your items to Goodwill.
In most cases, they will discount your valued pieces greatly, then permit the buyer to take a further 20% off. My recent commission on an unused $2,500 YSL item in pristine condition with tags (granted it was from 2004) was just $30!
Their descriptions of items are frequently wrong as to measurements (as a buyer, that has been the main reason I have had to return items) and condition, and the photography of items is for the most part awful. If you ask them to re-photograph an item or change the description, count on waiting more than 2 months for them to re-list it.
Customer service for consignors is virtually non-existent. Plan to sit waiting on the telephone for up to an hour to speak with anyone. While buyers can get through immediately, they apparently don't value their consignors enough to answer their phone calls.
If you have jewelry to sell, they will give you a selling price upfront, but then take such unflattering photos of the piece that makes it hard to sell. I recently consigned a designer jewelry piece to Rebag instead, where they will pay you upfront for your jewelry and handbags. A much better deal!
All in all, as a seller, I am very disappointed in The Real Real. Don't make the same mistake I did.
As a buyer, you may get a good deal, but be prepared to return some purchases because they didn't measure or describe them correctly.
I always have good experiences with the real real customer service. Ease of mind when purchasing here
I had a difficult experience with one of my purchases recently (not the first time I'd had received a wrong or surprising item - instead of, or in addition to, what I ordered). I was quite disappointed in the original response to my inquiries to remedy the situation. But once I completed a review, a customer service team member reached out and completely fixed the problem. I'm sorry that it took a negative review to solve my problem, but it has been solved. I do love TRR and will continue to use the site and go to my local store. The company has gotten so large that I think things slip through the cracks sometimes, but when things go right, they're amazing. I just received an incredible Proenza Schouler bag that would retail for thousands, for less than $300, and it's gorgeous! Makes it all worth while. ;)
A dress I bought is missing the belt in the picture. I repeatedly have contacted customer service to no avail.
I recently reported a price discrepancy that caused me to lose $1500. I am extremely upset not only to be out of so much money, but to have customer service suggest they would look into it and then not contact me again.
I am a so-called VIP member and though the site claims to give expedited care to members like me, that's just PR junk. I consigned items that sat unreviewed for over a month until I called - waited on hold for 35 minutes and hung up - and finally emailed asking about the status of my consignments.
After three days, I received an email asking me if I had a problem they needed to address. Seriously.
They are either woefully understaffed or they just don't care about their most prolific customers.
I was looking for several outfits for a wedding party and had to do a lot of reordering and exchanging and had several calls with customer service. It often took some time to get through on the phone, but it was worth it. Every one of the representatives I talked with was helpful and knowledgeable and patient. So glad this company exists!
Had a great experience with my purchase from the Real Real both items were as they looked online.
The items were exactly as described. It shipped fast and the prices were great for the quality of product.
Felt like I was swindled out of money as I didn't get the full return price on jacket I purchased that didn't fit snd I returned. Was charged over $125 for returning or stock fee. Something like that. Not happy about it.
The customer service is slow. I have an issue with being blocklisted therefore cannot print a free label in order to consign. Contacted customer service, there was a misunderstanding which I cleared right away- have not heard a peep since. Still being blocklisted.
I bought 3 dresses from Real Real in the past month. My first 2 purchases were satisfactory, so I decided to purchase a 3rd dress. In the description, I think it described the dress in good condition. However, when it arrived, I discovered many small holes, 1 large tear, and the underarm area has white deodorant stain on it. Because it was on sale, I cannot return it.
I am very disappointed in the poor condition of the dress, and most of all, how inaccurate and disingenuous the description is. I was initially very excited to have found Real Real because of its vast collection, and was ready to become a regular customer. However, after my last bad experience, I am very reluctant to shop at Real Real again.
It's a lot better to buy from TRR than sell. My clothing prices drop too quickly wo notice. TRR should send an email notice when a high priced item is going to drop so the seller has more of a chance to reclaim it.
Rep didn't didn't know what First Look meant or what the user experience is. Qs were not answered, thinking of just canceling the first look monthly payment.
Everything I've bought in here has been absolutely perfect. The packaging is great and the clothes are amazing one of my go to sites for fashion. The fashion is just everything. Gucci Dior Dolce & Gabbana. In love
Very professionally run high end resale shop. I've been praying for a service like this for years. I can honestly say that this is the safest way to dissolve my assets without getting too involved. First class service.
From the business
The RealReal is the leader in authenticated luxury consignment. With an expert behind every item, we ensure everything we sell is 100% real. As a sustainable company, we give new life to pieces by brands from Chanel to Cartier, and hundreds more. Exten...
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members