The RealRealReviews 5,329

I consigned with them, first some of my first shipping are lost, then they just pay for what they want. Then it was a ripped off. What i Dont like. They dont wanna send my 13 bags, they asked me where i got them, Ebay, Mercari are not credited to them, even live online sellers, I Even told them I will pay the shipping for them but still they dont wanna send them bck, they say they are not authentic, how come they are interested on them. They told me, they will destroy them. Wow! I worked hard to buy them.my 13 bags it says ship but in thier email they dont wanna return it.

I bought a bag and I typed the discount code. I realized a day later looking at the statement that it wasn't applied and the code was still valid. I contacted them to explain the situation and they said that they couldn't do anything about it.
It was very frustrating I own a business and I always honor those discounts.

I sent very good designer clothes (St. John, Loro Piana, Hermes etc.), some of which had never been worn and still had tags on them. They said in the description that the retail price was about 1/4 the actual retail price and the put the sale price ridiculously low. The buyer never saw that the item actually cost far more new than the company represented. They discounted items on the second day they were listed even though they had over 25 likes (hearts). I ended up getting about 20% of the sale price on most of the items sold. It would have been smarter economically for me to donate the clothes and take a deduction for the items vs 20% of their sales price. It was impossible to reach anyone on the phone, including the sales person that picked up the items. I see why TheRealReal stock is plummeting. I have valuable jewelry to sell and I certainly learned a valuable lesson...I will not be using The REALREAL ever again to sell anything I own!

I consigned a prom dress with them. Once I initially contacted them I was basically harassed to send or bring the dress in with multiple texts and emails. I sent the dress and received a confirmation that it was received. 6 weeks later it is still being "processed". I started to text, email and call to inquire why it was taking so long to get it listed and after being ghosted by them for over a week I was eventually informed that they could not locate the item. Seriously! Its a beautiful Portia and Scarlett prom dress worn on one occasion. My take is that the RealReal is real bull$#*! and they are stealing from people.

Decided to sell some item through realreal. The first I asked about the prices, the lady said you need to send your item to us for evaluation. Ok, item was sent after 3 weeks I saw the prices for my luxury items on excellent condition the price is like in a second hand store not a branding items. I' ve sent massage please send me my item back thank you for your "service ". The customer service said please let us to reevaluate your item maybe price will increase. Opened my account yesterday I saw that one of my item was sold for nothing without my permission! Sent massage to the customer service and asked cancel it and return my fur coat, they said its not possible because of company policy. This is a fraud! And this company is a scam! Will sue them 100%!

Sold over a thousand dollars worth of merchandise in perfect condition for $80 commission. Do not be fooled their commission structure is meant to confuse you, you think you're selling for nothing less than 65% of whatever price they come up with (always ridiculously low), then they continue to decrease it with no notice and pay you 20% commission. It's AWFUL! They sold 3 of my items without me ever knowing or approving the price, example $350 Ramy Brook dresss for $75 and I got $15, it still had the tags on it! Now they are trying to charge me $200 to send MY items back. You're better off with ANY other service or selling on your own - you will always come out on top. This whole thing is one big scam meant to rob you.

I made the huge mistake of consigning with TRR. I reached out TRR about consigning, I was immediately contacted by a sales concierge who was all to eager to pick up my luxury items. Upon receipt of my items by TRR, I was advised that everything would be reviewed and that I would be contacted regarding the pricing of each of the items. I was never contacted by the TRR regarding the review of my items, nor was I ever contacted regarding the pricing of my items. After experiencing a litany of issues with TRR, I ultimately requested a return of all my unsold items. After having to wait 4 weeks to receive my items, I come to find out that three items were not returned to me. After reporting this to TRR, I was advised that they were still "processing" the return of two of my items and that the third, was apparently lost by TRR and never returned to me. I am still awaiting receipt of my two remaining items (6 weeks later) and having to fight with TRR for reimbursement of my lost item. Never again!

I used to be a consigner, but the new 45% payout, reduced from high 70% over $200, is not worth all the work one has to do as a consigner. (it is like having a full time job to follow up on pricing issues, description of items, condition etc). I am better off donating to a charity shop. With a 45% payout you get nothing.

I just purchased a shirt last week. TRR shipping is ridiculously expensive. Not sure why TRR cannot get a better rate from shippers, unless they get to keep a % of the shipping fees... or they are charging an average fee to everyone, because a light shirt or a pair of heavy shoes cost the same shipping. Not to mention that the shirt was not buttoned, wrinkled came in a garbage bag style bag. In the past i made a return in person to the NYC shop to avoid the exorbitant return shipping fees. TRR thought of another fee if you are returning in person: a "restocking fee"! So shipping and return in person costs me $19.90

It is obvious that TRR wants to add this way to its bottom line. I was told in the store that other companies charge restocking fees. Sorry, but i do not know of any and i do enough shopping online. Usual shipping on other sites is much cheaper or free and free return shipping. TRR is getting more and more disappointing.

I have consigned several items and this what I observed, what they care is just their commision, they missdescripted my item and being returned twice and ended up they drop the price for 50% and I ended up get nothing, the commission itself is already unfair and when I asked for them to just return my item but did not respond and just dropped the price while that was their fault

TRR broke one of my items that are on consignment with the company. They sent the glasses back to me as if it were my fault. Like I sent them a broken item. I had photos and proof with me, so they had no way of denying that the sunglasses were broken by them. They asked me for the sunglasses back so they could pay me for them. I thought it was fair, but when I asked what amount would be paid, they told me that they couldn't tell me and that I would only know when they received the item back and arranged it. How come they didn't evaluate it when they sent it back to me or when they said I had sent them a broken item? They still haven't resolved my case, and they still want to charge me fines.

I've been selling items at TRR for many years. At first, I was really impressed with how they worked and how I was able to monetize high quality/designer items I no longer wore. The percentages were fair.
But...I've noticed the % of sales the seller keeps is getting smaller and smaller. What's happening? TRR is telling us a designer product will sell for X...here are two examples:
Akris Punto Tweed Pattern Blazer with TAGS STILL ATTACHED ($1250) was "listed" for $105, then quickly was reduced by 65% to $36.75 where it sold. I received $7. Another example: A Temperley London Lace Plunge Neckline Jumpsuit was supposed to be listed for $225 (it was $1500 new). Seemed fair. BUT, it went on sale before it was even listed. Other items go "on sale" within a day of listing. They don't even give an item the opportunity to sell at the higher valuation...better for TRR to sell for more, wouldn't you think?
In case you were wondering, that Temperely London Jumpsuit was REDUCED by 60% quite quickly, selling at a mere $90, netting me a whopping $18. You be the judge.

They take 90% of the profit for your items and leave you with little to no commission. Sell your stuff on Poshmark and you'll make a lot more money. The sales people relentlessly get you to sell your items and don't tell you how much commission they take. Seriously RUN. Don't waste your time with them. There are other ways to sell your items and get more profit in return.

Beyond the promised delivery timeframe, I decided to contact The Real Real through their chat support to inquire about the status of my order. The response I received was far from satisfactory. The customer service representatives instructed me to wait for 48 business hours for an update and assured me that if no response was received, I could request a refund. Unfortunately, this promise was not upheld.

Despite following the provided instructions, I did not receive any further communication regarding my order. When I reached out again to request the refund as previously promised, I was met with the same message, asking me to wait for the item to ship, completely ignoring my concerns. The tone and attitude of the customer service team were dismissive and unprofessional.

This entire experience has been disheartening and unprofessional. The customer service representatives I interacted with were unhelpful and seemed disinterested in resolving my issue. They provided responses that were neither informative nor constructive.

I have lost all confidence in The Real Real as a brand and have no desire to maintain any further connection with your company. I am requesting an immediate refund for my order to expedite the resolution of this matter.

This situation has been nothing short of a nightmare!

I am posting this complaint here to bring attention to the unsatisfactory experience I have had with The Real Real. I hope that by sharing my experience, other potential customers can make informed decisions.

I've purchased many items from The Real Real and usually have no issues. Shipping is generally fast and most often the given measurements of the garments and garment condition are accurate. However, I placed an order recently and paid full listed price for it ($115 - Alice + Olivia sweater); it had not been discounted. The sweater was described on the website as being in excellent condition with no visible signs of wear. When I received it there are 7 noticeable, pencil eraser sized holes across the left shoulder. They're very obvious when the garment is being worn. I looked back at the photos on the website to make sure it wasn't damaged in transit and they're very visible in the photos (that's my mistake for not double checking the photos and relying only on the description); photos are attached. You can see 3 of the holes in the photos but there are more. I reached out to customer service and they were thankfully more helpful than I expected. I wanted to keep the garment rather than return it, but I was hoping for a site credit to make up the difference since the price should not have been listed that high for a garment with significant/noticeable damage. Especially considering I know they price items based on their condition among other things. I used the customer service chat and the person was quick to respond. I was given a $20 site credit for the issue. I felt they should have offered more, but I knew it would cost me more than that to return it so I just took the money. Tread lightly and thoroughly inspect all of the photos when purchasing so you don't run into the same issue.

The Realreal staff members cancelled a fully completed online transaction to enable a staff member to take a sold item from a customer for the purposes of reselling to another customer and/or for their own profit.
This has occurred to me twice this week. My order number R******* was canceled on 10/2/23, and the item was sold to another customer. Today, 10/5, order number R******* was also canceled, and the item was taken from my completed transaction list and sold to another customer. I immediately contacted The Real Real's customer service and spoke with Gabriel, who confirmed that my purchase had been canceled because another customer in their physical store desperately desired the item, so they canceled my order and sold it to her. He acknowledged that this was wrong but provided no solution. Upon speaking to another member of their support team, named Carson, he investigated and found that it wasn't for another customer but a purchase by a member of staff, which he stated was against RealReal's policy. It's evident that these policies are not being enforced.
After items are paid for and transactions are concluded, taking items from a customer amounts to theft. The RealReal staff members have no right to take them back or resell them without the permission of the customers who had completed their purchase. This practice is appalling and fraudulent, in addition to undermining the trust and credibility for those purchasing items from RealReal.

I had two valuable items go missing (not three as I initially wrote) and, to summarize, the company made things right. They honor their commitments. I would like to take down my negative review so please send guidance on this if it is doable. The Real Real is a responsive and responsible business. I will continue to consign with them as they have fully earned my trust.

I bought a 17k cartier watch from realreal and received a teared empty box. Even if the package was supposed to be delivered signature required. These ppl did zero effort to resolve my issue. I was calling them for 4 months and finally they told me ups delivered the package and I am lying. Buyers be aware! No management no resolution center no respect for their buyers! Finally i filled a direct complaint with ups and right away they recognized that this package was stolen and I got my money back from affirm!
Do not trust realreal if you care about your money!

I've had decent luck with purchases, but not great. It's been 50/50. I recently received a pair of Prada boots that I loved until the heel crumbled in my hand due to being so old. The good thing is that they accepted the return though I was 2 days out of my window, but they looked great when I inspected them. I only noticed the heel when I moved them in my closet. Unfortunately, a third of my refund was store credit. As a seller, my Manolos sold for $135 and I am getting $40 of that, oh wait, $30, because since the sites direct deposit system isn't compatible with my bank, there will be a $10 processing fee to mail me a check.

I have made multiple purchases. It has become apparent that TRR does not authenticate anything. I ordered Giorgio Armani shoes and they clearly were delivered but e GA box. I am so disappointed because initially TRR seemed to be legit. If you try to have a discussion with customer service it is either a bot or someone who does not speak the language. Never ordering from these scammers again, and wish I could return all of the fake clothing I have received.