The RealRealReviews 5,330

I bought 3 bags on website. All went well. Bags arrived successfully, loved them. 2 weeks later I got another package from The Real Real, with a pair of 38 sized Prada shoes that I did not order or pay for. In the box was the invoice my original purchase 2 weeks earlier. I called TRR and sat on hold for 3o miniutes, then explained the situation to the customer svc person, and he could not understand. Finally I was told he would send me a return label. I never received it. I sent 5 emails to TRR about it and NEVER got a response.

The condition of a top I purchased was not clearly pointed out in the online listing. I called to discuss this with customer service and was happy with the rep's response, so I am pleased with how The RealReal handled the process. Returning an item involves time & expense along with disappointed expectations. Thorough descriptions of the clothing description matter ie: condition issues, care instructions. These are important when purchasing clothing.

The items in my order were fairly priced, as described, and generally in good shape, except that so many items were smashed into one packing box that everything was wrinkled. Not one sheet of tissue paper. One RealReal drawstring bag for the clothes, and one for a pair of sunglasses (which arrived with no case). The packing used to be really nice and items arrived in excellent shape. This just looked sloppy. When I packed the box to return things I felt bad smashing it all in to that one small box, but they request that we reuse original packing...

I'm shocked that TRR could sell a wool sweater that had been washed in hot water and clearly shrunk significantly. I'm not talking about a wash in cold water, this was so much smaller than a regular "small" that my arms wouldn't fit and once in, I couldn't sit straight! What kind of quality control is this place running? I am a size 2 and could have probably fit into an XS had it been new but this was clearly damaged.

Here's the kicker: when I returned, I DIDNT GET ALL OF MY MONEY BACK! They charged me a restocking and shipping fee. I was (and still am) furious. I called the company and the line was so busy that I opted for them to call me back… which they did three hours later and I couldn't pick it up. Buyer beware.

I've been buying from TRR for 4-5 years, and have found some great pieces on it for reasonable prices. Unfortunately though descriptions can be incorrect, which has resulted in some pleasant surprises for me (seller probably lost out when cashmere was labelled as wool), and some not so pleasant - "with tags" just meant that they'd attached the original sale tags to the fairly worn garment. In particular, I no longer buy knitwear having had 2/3 items arrive with small holes in them. Clearly hadn't been checked carefully. Overall though some of my favourite items are from this site, shipping is fast, even if expensive for a foreign purchaser.

The Real Real has a fantastic range but their quality control is terrible. Items more often than not arrive and are either not as described (wrong size/ colour etc) or in a poor condition compared to what they are advertised as. The customer service is very good - they promptly reply and help you return the item which is great but the whole process takes ages and is frustrating when you've needed an item for an event or trip.

The jumpsuit arrived with a button missing, the glasses had marks all over the lenses. Not impressed

Annoyed I keep getting emails to review. I've gotten an email everyday for weeks, and so now I am writing this review. 1 email should be all you send out.

I have purchased Shoes that I can not return, only consign. On the photo shoes are completely white and matt, sort of hard leathery look. And I've got silver shiny foily looking shoes. Total shock. Was it hard to make photo of actual look and color?
Very disappointed

This is a review for my first experience selling to the Real Real. I buy from them quite frequently and am overall happy with that experience. For that reason, I thought I would consign designer goods to them as well. I sent 20 items in. All 19 were either posted or returned but one item, a Céline purse, was received, but there has been no progress. It's been nearly 2 months. The team helping me stays in regular contact but has evidently had trouble reaching another department that has the purse and that's why it's taking so long to locate it. At this point, I don't know if my purse will ever be found. Please consider my experience before selling to the Real Real.