The RealReal reviews and complaints

Order # R111785667 - I bought expensive earrings from the merchant's website for $13,574.18. I received the earrings on February 14, 2022, and returned them the next day, February 15, 2022, in person at the *** store. They gave me an email receipt for the return. However, the company informed me that it could take 20 to 30 days to process the refund to my credit card. They said they needed to send the earrings to a warehouse and then the warehouse would send them to a third-party for authentication. I was never informed about this process. I was told that I could return the earrings within 14 days without any issues. This process was not mentioned to me, nor is it stated on their website. I was never informed that I would have to wait up to 20 days for a refund. I would like a full refund immediately because I returned these earrings last week.

The company currently possesses my items, which are valued at over $1500. They have been in possession of these items since December 16th, and the communication with them has been lacking up until today. Whenever I call, I am directed to a call center in an undisclosed location. When I use the chat feature, I often have to wait for hours and sometimes the chat gets disconnected. I question why I decided to consign my coat on December 16th, knowing that it could take them months to process and sell it. It is not a good business practice to deceive customers in order to obtain their items and make a profit, while causing financial losses for those customers. A coat that could have been sold for $1100 in December will not fetch the same price in late February or March. This company should be held accountable for misleading people and keeping their items hostage under the guise of "processing." I still do not have an exact date for when I will receive my items back, which seems highly questionable to me. I am considering filing a local court case to seek the opinion of a judge regarding the practices of this company.

As I delve into the realm of luxury consignment, The RealReal emerges as a captivating enigma, drawing both praise and criticism from its patrons. The allure of discounted designer treasures beckons many, yet shadows of discontent loom in the background. While some revel in the thrill of uncovering gems in 'perfect' condition, others recount tales of shattered expectations and lost trust. The dichotomy of experiences paints a vivid picture of a platform teetering on the edge of greatness and disappointment. As you navigate the virtual aisles of The RealReal, be prepared for a journey filled with surprises, where each click may lead you to a hidden gem or a tarnished treasure.

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. ;)

The wallet I purchased posed an issue for me as there was a very strong round perfume tab in a sachet in the wallet - I am not sure why it was there - but - I am highly allergic/sensitive to perfume smells. I contacted The RealReal customer service and wound up with a Rep - Mary F. After explaining my situation to her, she was very helpful as we explored different avenues to rectify the situation. When nothing worked - we tried for a few weeks - she had constantly assured me that she would take the item back and give me a full refund - which was ultimately what needed to be done. Mary F. Was receptive, responsive, understanding, kind and genuinely helpful. She truly is an asset to your company and was an absolute pleasure to work with! I had also purchased a LV Handbag at the same time and had no issue with that - Love it!

I love shopping at REAL REAL.
The customer service is always impeccable!
If I ever have a problem or need a return they're always accommodating and trustworthy.
I wish that some of the employees who photograph and give descriptions of items would be more mindful.
Sometimes some of the items don't match the description.
Or they will say something is in very good condition and do not mention the blemishes that are photographed and clearly it is not in very good condition.
When they put an item on a manikin sometimes they don't try to fix it to make it look pretty and more presentable.
So when I look at it I'm not sure if that's what the item really looks like or was just carelessly put on.
The customer service with REAL REAL is amazing and I've never once had a problem out of all the items I've ever purchased or any returns I've ever had to make their incredibly accommodating.

I would say that I am overall very satisfied with the RealReal platform and service. I'm on the app all the time.

My only issue was that the receipt for dropping off merch for consignment could be more thorough and detailed. The email that I received upon dropping off items (once at the soho location and once on melrose in LA) only said that an item was received but that was all. It may be essential to include details such as a photo of the item, and some details such as designer, size, rough estimate of condition. Even though not all items will be accepted for consignment, a person dropping off some of their prized designer merch will want some form of account of it, this way there will be no discrepancies later on if there was a mistake made. This was just a small observation and does not represent my overall impression of the experience, which is generally quite thorough. I hope that this was useful

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.

I received my items in a timely manner. All the items were of good quality and their state exactly matched the one described on their shopping page.
The only thing which usually confuses me is that when receiving the documents for customs declaration (waybill), they usually state different types of ordered items (instead of silk dress "leather pants" are stated etc.).
Another thing - when receiving order confirmation in email it clearly gives only the amount of payed sum of money for the whole order, the value of each item without discounts, as well as all the percentages of all the discounts applied to the while order. Latvian customs control demands to state the value of each ordered item individually which is the price I payed for each item including all the discounts. Since the order confirmation clearly states only the exact price of each item without discounts I usually have to play a guessing game on how much exactly I payed for each item with the discounts. Therefore, it would be very helpful for me if the order confirmations showed the prices payed including the discounts for each item individually.

The Real Real has it together. Their site provides fabulous clothes, in a aesthetically pleasing way, with consistent service values.
I have had experiences lately with other consignment sites, and have been very disappointed, and sometimes downright angry with the way they do business. If something goes awry with a purchase at Real Real, there are fast, and efficient service options in place, that work. Their prices are on par, if not sometimes significantly lower than their competition, and since THEY have the merchandise, you don't have to rely on a third party to perform their duty in the transaction. Their quality control is done in house, before it's ever listed, so the customer isn't inconvenienced by waiting for that to be done before it's shipped to you.
My only constructive criticism would be to watch out for the descriptions of the items. Don't count on it as your decision maker. Things sometimes get overlooked, and the condition of an item (at least for me), is a number one priority. Look closely at the clothes, shoes, etc. and make your own determination. There are ways to zoom in on the item, and it's well worth it.
Great company.

The Real Real has it together. Their site provides fabulous clothes, in a aesthetically pleasing way, with consistent service values.
I have had experiences lately with other consignment sites, and have been very disappointed, and sometimes downright angry with the way they do business. If something goes awry with a purchase at Real Real, there are fast, and efficient service options in place, that work. Their prices are on par, if not sometimes significantly lower than their competition, and since THEY have the merchandise, you don't have to rely on a third party to perform their duty in the transaction. Their quality control is done in house, before it's ever listed, so the customer isn't inconvenienced by waiting for that to be done before it's shipped to you.
My only constructive criticism would be to watch out for the descriptions of the items. Don't count on it as your decision maker. Things sometimes get overlooked, and the condition of an item (at least for me), is a number one priority. Look closely at the clothes, shoes, etc. and make your own determination. There are ways to zoom in on the item, and it's well worth it.
Great company.

I have been using the Real Real for a few years and have been to both the store in NY and purchased on line. I love the service and absolutely love some of the deals I have gotten using TRR. I will say there is some inconsistencies with the rating of the condition of the items. I have found that it is really up to the buyer to scrutinize the pictures very carefully to determine the condition rather than rely on the ratings of "good, very good or pristine". I have purchased a few items that needed immediate attention to be worn. On the other hand, I have also received items that said that they were good or very good and actually looked pristine to me and I have gotten amazing deals on items I could otherwise never afford to purchase.

Recently and for the first time, I received an item I had purchased that was listed as a size 7 and I was sent a size 9 which, in shoes, is not close enough to work around. They were on final sale but when I contacted TRR I received a message back the same day with a return code and a very nice message from the representative apologizing and making sure I was not charged the return shipping fee. The return is still in process as it has only been a few days but I have been very pleased and impressed at their speedy and kind response. I would highly recommend this company!

I really like The Real Real. I'm new with utilizing online shopping and selling of resale designer wear. Prices are fair, and I've noticed that a factor regarding the cost is based on the condition of the item. The website also offers good discounts (very encouraging for me with regards to making more purchases). I also appreciate being able to sell some of my designer items as well, and my items (for the most part) have sold. I also appreciate the ease of requesting any unsold items back to me. TRR website is user friendly as a buyer and seller, especially with the shipping as a buyer and seller. I also like the opportunities with returns with most purchases. This help with my decision makingn processes. Regardless of price, if it doesn't have a option for returns, I think twice about it. The customer service is exceptional and also rather quick with addressing consumer needs and or issues. Also appreciate the fact that TRR backs up the product. Re: Shoes, I don't have a huge amount of money, so buying Manolo Blahniks through TRR offers me opportunities, that I otherwise, wouldn't have available to me. Manolo's at a regular high end retail store (i. E.: Neiman's, Saks, etc...) is just too expensive and way beyond my limited income.

My only set back is when I'm shopping, and I place an item into the bag. I only have 20 minutes before it goes back onto the website. It's frustrating as I'm still shopping, and I have to start the whole process all over again. I've learned to "like" the item so that it's in "my obsession" section. I'm able to go back to it and put it back into the bag. Other than this, this is my only complaint or issue.

Simply an overall good experience with TRR. Thank you.

I think I've been a customer of The Real Real for almost 8 yrs. I shop and consign with them. Last fall I decided to consign a Chanel bag with them going to one of their retail stores. It made me feel a bit more comfortable doing it in person since the bag goes for over $8,000 retail these days. It went smoothly. Fast forward to the end of July. I decided it was time to consign again. So this time I brought two Chanel bags in pristine condition and additional items. The gals did my jewelry & bag evaluations and gave me their prices and said nothing would be eligible for coupon codes. I had a question about my account because I was only $150 away from being a vip consigner & I was excited! My commission tier was supposed to go up & some other perks were offered. They couldn't answer and said to reach out to my dedicated account rep. So I did, I asked her about the above and also asked her about an email I got saying one or more of my items was eligible for immediate discount code. I was told otherwise so I was worried. She never got back to me. I waited at least a week & reached out to regular customer service. It took them some days but they only tried to answer the discount code question and really didn't answer. I needed more clarification and my other questions answered. I asked for a new account rep. They wrote back that she should reply in a few days. She never did. The lack of communication was very concerning & really made me uncomfortable dealing with the company. They had almost $15,000 with of items in that consignment batch alone. I decided to reach out again to customer service. I explained everything again & how disappointed I was. I said I wouldn't be consigning again. Still no reply. This has been going on for weeks. So I reached my point where I was done. I wrote in again at the one month marker & asked for all my items back. 5 days later I get a response and it didn't address my email, it asked me to reset my password. Weird, ok so I did. I responded with asking for my items back. They needed my address and my consignment numbers for each item. I don't know why they couldn't see it in the computer but I provided. A day goes by and they ask for the same information. I told them I already did but provided again and asked for a manager. She replied with what's the real issue here? I felt like a broken record, I said I had not received proper communication and didn't feel comfortable consigning, again asking for a manager. She gets back and tells me it's going to take up to 30 days and to make sure I'm ready next time I consign! Again, no manager contact. I write back saying I was very ready to consign but the lack of communication made me uncomfortable. It was a decent value of items they had of mine. I again asked for a manager. She then sends me an email titled unacceptable behavior incident, account closed! I was shocked, I've been very patient & understanding. I write asking why and I need my account Open because they still owe me commissions as well as I need to track my shipments. She never got back to me. The whole experience left me stressed, disappointed and drained. I don't know how but I was able to talk to some one by the phone, she was great and didn't know why the lady on the phone wrote about closing my account. The good news is I have tracking for 5 of my items being returned. But, I will not feel fully resolved until my items are in my possession & in the pristine condition I consigned them in. This is a very long story but hopefully it will help out.

Here's another update, I've received my items back. Unfortunately one of my Chanel bags now has damage. When I consigned, I provided the original box, all the tissue paper, felt liners for the exterior bag, as well as the bags dust bag. When I opened each package, both bags were just placed on top of the tissue paper, no felt liners around them, no dust bag, no supporting tissue paper to keep it from shifting. Sadly one of my bags now has damage to the bottom four corners. So, if I decided to try to consign else where, it would not be in pristine condition and get less money. I had paperwork that clearly listed it in pristine condition with no signs of wear. It also listed all of the packaging material I supplied. I emailed this and pictures to customer service. I dealt with a very nice person who assured me they would get it resolved. He would check in every few days letting me know they were still looking into it & I was not forgotten. It was reassuring to hear. This went on for maybe two weeks, their final solution was for me to send my bag back to them so they could properly assess. The last thing I wanted was to ship my bag back to them, who knows how they would handle it and if they would even come up with a solution. This has been dragging out for way too long and has been upsetting and stressful. Why they couldn't take the time to just package it correctly especially since I provided everything. I thanked the associate for his great help but would not be willing to send it back. I asked for my account to be closed & written confirmation. He wrote back & said that if I sent it back they could properly determine a solution. Again, I thanked him & asked to close my account and for an email confirmation when it was closed. I don't want to give them any of my business. He did so but sent a note saying it may take up to 30 days and there was an additional link to fill out? why is it do hard to just get my account closed at this point? I filled it out and asked if I should speak to the legal department. Luckily I received an email from another individual and my cs rep saying it was closed. I'm glad this is over but it has been a really, really disappointing situation and outcome. They could of asked me to go to my local Real Real store & have someone look over the damage. At the prices of these handbags, it's not something you want to keep sending back & forth.

First, let me say I am writing this to help all of you out there silently suffering from being grossly mistreated by this company. I truly want to help all of you that have been hurt by this company, as well as my daughter and myself, as this has been a really horrific, traumatizing experience, and I'll just give a tiny piece of what's happened. I don't want to publicly say too much, but know I am speaking 100 percent truth.

I bought from this company, since their inception, and gave them more money than I'd like to admit to myself. I was a terrific customer for certain, and although I don't expect anything from anyone, I surely would have thought this company treated people like humans, and did the right thing when it came to business. I had been pleased with my endless purchases, and I'm easygoing, I'm not a big, 'returner', and thought the CEO really must have it together, so when I thought of editing my massive closet, it was a no-brainer for me to use them. After all, this made her millions off of all of us--it's simply a middle man selling our clothes. Little did I know they'd rob us without a gun-really. And then try to beat well me, anyways, and my daughter down, mentally. Little did I know what awaited me-when I finally caved and consigned with them. It's been an absolute nightmare. After six months, no resolution, just awful folks, I have come to realize I am not alone. Many of you have had serious issues with them, and they treat you horribly as well and I want to help. Tonight at a party, it was mentioned, and can you imagine-12 other people had consignor stories that were so disturbing to them-and this was one or two items for these folks. I had over 200! Many still unaccounted for, they don't care-and it starts with the CEO and we will go to court and litigate, my lawyers have been ready, I have not. Ok I'll briefly describe just a tiny bit

We lived in NYC and NJ our entire lives, when suddenly I found my life, my 22 year old son on my sofa Dec. 6,2016 dead. My-ex, the father of my kids and still very much family, so my daughter and well we decided we must move and be with him as we were shot. So in July'17 we moved to West Hollywood to be with him, and he passed away a week later. (John Heard-Home Alone Dad). We lost half our family that day in six months, and here my daughter and I were in a place we have always visited several times a year, but it wasn't home but it was and is our new home. So we were and still are to some extent aliens here, and we crashed hard and I decided it best for us to really sorta retreat into our grief and mourning-I gave it one year, for us to tend to our emotional health as hardest time of our lives. We have been isolating, and nesting and healing in our home, so this consigning stuff really was not my deal, I didn't want to, but reluctantly agreed.

kept asking me to consign, as I have just a massive wardrobe of amazing designer clothes. I took months to decide, as I really didn't have the strength, or the need, but I finally in grieving came to feel that cleaning out some of my closet would be helpful mentally, and without me having to leave my home. The white-glove service, was set up in July '18, and I was told my clothes would not be sold until September, and we'd go over everything. Fast forward they sent this woman *, and an assistant, he was fine. But that day I had a tornado go through my house with this woman, taking well-over 200 items, extremely high-end, including so very many items of mine I had just bought! I kept saying no no, and when I'd turn to help her with something, she'd grab more clothes, and it was truly frenetic beyond words. My 23 year old daughter and I were in shock and trying to stop this erratic behavior to no avail. Anyways she suddenly grabbed a bunch of clothes and said leaving, I said wait--no signed contract, no list of items, I was told not to worry it was signed. She, spoke over me telling me I'm wrong it's signed. I knew I never did. Fast-forward, they sold clothes straight away-not waiting until September, and here I see all my new clothes I just bought for me-had sold! And with unsigned contract, without my permission, pieces I never ever approved, I had just purchased! For instance 2k Gucci boots I just got sold for $300. Moreover, the items I did approve, they so grossly undersold-there are no words to describe. Lost items galore -For over six months I have tried to reason starting with this *, she finally admitted I was right unsigned, and yep she took my new current pieces, she saw it was true, then she blocked me told me her manager would make adjustments. I went from one to another patiently for six whole months (my mom dying in between, Oct 12 and our doggie) all the way to the top, this company promised adjustments, and that I was only one this happened to -which is not true. They dropped me like a hot potato told me they look forward to speaking to my attorneys. This new guy from *, the new CFO, treated me so awfully, that I have lost countless nights sleep, and must start the long arduous litigation process, as again, it's over 200 items, and I don't have enough pages to tell you the unprofessional, and more importantly unkind, inhumane way they treated me. This has effected me in such a deep way, as again missing Dior Bags, Chanel Bags, but moreover, as my daughter said, "Mom I have never seen people disrespect people the way this company does". And that has hit hard and that is truth. They don't care about people whatsoever--I have suffered endless hours of actual tears and agony that people can truly be so so so cruel. I think being in mourning has left me very quiet and private which I always have been, but I never knew people could be so well, dishonest and again cruel I reiterate. They took the dress my son told me he loved right before he passed, I mean this has been seriously emotionally disturbing and there is comfort in knowing I am not alone as they lied and told me I was only person this ever happened to. But no, actually this has in fact happened to countless others maybe you! After four months of patience, I went to the CEO, she got straight back to me, I truly thought they would be professional at that time. Only to have it get so much worse, that it nearly cracked me. Yes, I have lawyers, I have met with them, they wanted to take it to the papers, truly, as it involved some delicate public interest people, but I'm still mourning, but I know full well every missing piece, every piece sold-for instance I bought a Gucci dress from them 3 weeks prior to consigning. I adored this dress-Tom Ford 2001 bought for approx. $600. They took that dress behind my back, sold for $75--same dress same company, tags still on! Now it's on firstdibs for $4500 as a collectors piece which I knew. Endless scenarios like this I have.

Without revealing all the horrific truths, this company not only robbed me, they accused me of being dishonest. Now that is so incorrect, and untrue, I have been entirely honest and asking next to nothing from the, just begging them for this paltry amount which they had agreed to straight away as they knew I asked so little! But see I told them I don't sue-so when they heard that they dismissed me, and treated me like a servant rather than a customer. They took the remains of my life that I loved and just trashed me, and then dropped me as if I'm some insane person. They knew of my heartaches never once said sorry for your loss, nothing. I have never, in my 57 years of being alive, been treated so poorly and illegally by a company.

One night I couldn't sleep so I googled this company. It was right after meeting with our wonderful attorneys, who are great guys really! I just hate all this, I pleaded with this company to give me peace for their mistakes to no avail. Well in googling, that's when I found countless others of you are going through same thing-they lied to me. Then, even tonight i met oh well over a dozen people at a party telling me same story with this site. Consign with them, they are getting away with this with no remorse very little retaliation. They truly are robbing folks. Selling 3k coats for 50 bucks. And tonight I was also made aware that they are also selling fakes! Which I do believe because i had one fake Chloe in my closet sold to me on ebay years ago-well went to take it and I saw this happening and I exclaimed, "No no-that's ony fake I own-I must give that away-you can't sell that". Now I realize all the pieces of the puzzle are fitting together-this is their thing-Jis into quantity - sort of a retail "pump and dump'. She does volume and isn't screwing herself-we are all getting screwed and as they put it, "they look forward to speaking to our counsel". I realize now that the volume of complaints and wrongdoings is so massive, that they refer folks to our attorneys, in hopes we don't pay the 20K retainer to fight them. But I am this New Year, it is that bad, and I can't begin to list how bad.

If anyone else needs help, please get in touch with me, I want to help all of us that have been truly robbed and hurt by this company. It's really a personal, messed up thing they do-if you get it- you get it! I I believe in resolving issues. They took advantage of my kindness and hoping I was too frail but I am strong as an ox, I have seen what they are and if I'm stuck fighting, which they put me here not me, well I am a fighter and a survivor, and I have every text and email and phone call so here we go. Not my idea of fun but we must pick our battles and I choose this one for the inhumanity of it all.

Oh - And I know another unhappy Consignor-well I have her blouse! Can you imagine, I bought a $3500 Comme des Garcons current blouse sold-out at Barneys for $100 several months ago?! Of course now I really won't shop there, but I'd be a fool not to grab that up! I feel awful really for the consignor.

Oh and a little PS--Can you imagine I'm still getting emails from some new guy - saying, "Congratulations, Sharon, all your clothes sold! Consign more". None of this is true. The left arm doesn't know what the right arm is doing in this company! They want to keep us confused-I'm not! Happy New Year. Good Luck and I'm here if you need to vent or my help- I have a private instagram kikkibluesvancouver3

*Personal information redacted by admin

When you are a client that has sold over $300k, making this company a good amount of money and experience customer service like this, it's disgusting.

In a world where there are a lot of other options and places to sell your high-end items, you would think customer service would step up their game.

The real issue is that customer service is unresponsive and lack of follow through is a problem.
The initial concern was my mother was having trouble with the consigning button on TRR website across multiple devices and internet browsers. This has been since September, and the company has lost most of her business as she has to directly contact someone to consign as the website shows an error, which she does not have time to do. IT was looking into this, but follow through from customer service was nearly impossible. This is where I stepped in because it was taking more time than my mom had available. My mom's issue was apparently transferred to "managers" that completely missed scheduled calls with me, which is when I requested corporate. To this day, I have not heard back from those who are "higher up" that I was in contact with.

There was then an issue with 2 pieces consigned as a pair. I was informed from WH store consignment manager on 12/19 that a manager would be in contact with me. To this day, I have not heard from a manager.

Across 2.5 months I spoke with Kimberly, Jen, Yolanda, Ayla, Naomi, Jennifer, Suzie, Reese, Anthony, Tyler, Bernardo, WH store manager, WH store consignment manager (who I will refrain from naming at this time). Since the initial issue started back in August, you can only imagine how many people my mom has tried contacting as well.

Chronological attempts are listed below:

November 1
- Spoke with Jen in consigning. They sent a message to IT and said IT will reach out to me.
- Put in a request to change our consigning rep. I was told I would receive a response within 24 hours. Did not hear from anyone with a follow up.

November 3
(Repeat of day prior)
- Spoke with Yolanda and Aylea in consigning. They sent a message to IT and said IT will reach out to me.
- Put in a request to change our consigning rep. I was told I would receive a response within 24 hours. Did not hear from anyone with a follow up.
- Sent a screenshot to Aylea per her request and followed up on 11/07 and 11/22 and never received a response.

November 7
- Asked to be transferred to someone that can schedule a call back to confirm contact was made with IT and to follow through with request to change consigning rep

November 8
- Spoke with Naomi (Reference #***). I informed her of previous calls, mentioned I tried messaging the app, and asked for our consigner's manager to call (her name is Julia- never heard from her)
- I was in contact with Naomi from 11/08-12/12, emailing her anywhere up to 4 times before hearing a response until I completely stopped hearing from her and requested additional support from someone else.

November 9
(Repeat of day prior)
- I informed person of previous calls, mentioned I tried messaging the app, and asked for our consigner's manager to call (her name is Julia- never heard from her)

November 23
- Spoke with Jennifer. Was transferred to Reese after 26 minute hold and was brought straight to his voicemail.

November 30
- Texted new consigning rep and let him know that two items that were sent in (dress and jacket) were to be photographed together and the dress that they photographed is missing the jacket. It was a 2-piece outfit. Anthony was asked to notify the appropriate people to get this fixed. Anthony said he would get it sent over to consigner relations and they would be able to make sure the items were sold as a pair. (This was not fixed and dress was sold without the jacket- see 12/17)

December 12
- Transferred to Consignment relations and spoke with Jennifer after a 39 minute hold
- Transferred to Reese who said he'd call me at 11:30am PST. Did not receive call.
- Called again at 2:30pm. Was connected to Daniel. Asked to speak to a manager. He had me on hold too long.
- Called back and after 30 minutes and was connected to Suzie. After 1 hour supervisor connected me to Reese who said he wasn't informed about my call and it wasn't possible we had a scheduled call because he isn't in the office during that time, until I reminded him I was on PST and he was in fact in the office. Scheduled a call for 9am PST the next day. Reese also sent me an email stating, "This is Reese from The RealReal. Just following up from our conversation call in regard to the on going IT issue your mom is facing when trying to consign. I have my direct and IT manager working on this issue and I will be following up with you again tomorrow around 12 PM est time at number XXX-XXX-XXXX. Thank you so much for your patience. Talk to you soon!"

December 13
- I emailed Reese at 9:28am PST, 12:28pm EST, "This number is correct. I was expecting your call 30 minutes ago. I have 30 more minutes available until my 10am-11am PST appointment. I forwarded you the emails pertaining to this situation including online messaging, correspondence with client services, and my mom now being locked out of her account since last night." I sent another email at 12:12pm PST, 3:12pm EST and never heard from Reese.
- I called TRR and Spoke with Essence and she promised someone from corporate would call me. I told her I unfortunately didn't have faith in that and would like her to give my number to corporate for a call but would also like to wait for corporate on the phone. I provided her my number and specifically asked that she continue to check in on the call and call me back if we get disconnected. Not only did she not check on me for the first 53 minutes, but at 53 minutes the call ended. I never received a call back

December 14
- Spoke with Jennifer on the phone. She sent me an email that she set up a call back from Reese at 11:30am PST. I emailed Jennifer at 11:56am PST letting her know I had not yet heard from him and 2:37pm PST letting her know I still had not received a call. I never heard from Reese and Jennifer never responded to my two email attempts.

December 15
- I called the West Hollywood store and spoke to someone who assisted with resolving my issue. He connected me to the store consignment manager.
- The store manager called me and I asked to receive a call from corporate and to also find out what is going on with IT. She requested I forward all contact attempts with all people, which I did. She told me she would be in touch to connect me with.

December 17
- Reached out to consigner rep, Anthony and let him know that consigner relations did not make sure the dress and jacket was sold together, per the conversation on 11/30. The dress sold without the jacket. Anthony said that there was nothing he could do and suggested I reach out to consigner relations.

December 19
- I texted the WH store consignment manager letting her know of the consignment issue above.
- She reached out on 12/20 and said that she would help and said a manager would reach out to me regarding the other issues (as of 01/10, still no manager has reached out). I asked her if she was available for a call.

December 21
- WH store consignment manager texted me on 12/21 letting me know she was available after 1pm PST for a phone call.
- I explained the recent consigning issue of the two items, which she said she would look into and get back to me.

December 23
- I texted the WH store consignment manager and said that I did not receive a call or email from the manager and asked where to go from here. I also asked for an update on the issue from 11/30. She said she had confirmation that someone reached out through email on 12/21 and that I would need to respond there to fix the issue. I was not able to find the email at this time and asked what the subject of the email was.

December 28th
- I texted the WH store consignment manager again and asked if she could provide me with the information so I could get closer to being done with this. She did not respond.

December 30th
- I texted WH store consignment manager again and said if I have to come into the store to get all issues resolved (connecting with a manager, IT, and consignment) I would but I needed some direction. She responded with the subject to the email. The body of the email said that one of the items sold therefore they could not sell it in a pair. I explained that the text on 11/30 was to prevent this from happening and that the text on 12/17 with the rep saying it sold was TRR's issue, not ours. I reminded her that my call on 12/21 mentioned me wanting to hear from a manager so I can inform them on my entire TRR experience and that I need to discuss the recent consigning issue further. She did not respond.

January 3
- I texted WH store consignment manager asked who from corporate I would be hearing from. I provide day number and asked if she could help solve the issue of the two items being sold separately and not as a pair. She did not respond.

January 4
- Followed up with WH store consignment manager. She did not respond.

January 5
- Followed up with WH store consignment manager. She said she did not understand why I haven't received emails or calls regarding all my concerns. She mentioned there were nothing more she could do and escalated this to her regional manager and they will make sure I receive answers soon. I thanked her for the escalation and provided my phone number and email address to be contacted. I also asked for the regional mangers name so I could know who to look out for. I kindly asked if she could assist with getting me in contact with the right person, that would be appreciated. She did not respond.

January 6
- Followed up with WH store consignment manager and requested the regional managers name, email, or contact. Mentioned that getting in touch with the right person seemed nearly impossible. She did not respond.

January 9
- Followed up with WH store consignment manager. Let her know that I am trying to be patient but it is very frustrating not having an update on when I'm supposed to hear from someone and who I am supposed to hear from. Or even confirming that this person will be contacting me directly. I kindly asked for the name, phone number, or email so I could be in touch with this person directly. She did not respond.

January 10
- Called customer service and spoke with Daniel. I asked for him to find a way for corporate to contact me. He asked to assist and I asked to be connected to someone who could assist with me getting in touch with corporate. He placed me on hold and I was hung up on while on hold.
- I then texted TRR number. I was connected to Tyler and asked for him to find a way for corporate to contact me. He asked to help me and I declined. He transferred me to Bernardo, a senior customer service rep, who asked to help me. I declined and asked to help connect me to corporate. He told me to contact customer service email as they can't connect me to corporate through text. I told him I would not be contacting customer service and that I wanted a call from corporate, not a text. He said he submitted my issue to the "concerns team". I asked who I would hear from and he said management. He said he'd connect me over email, but we all know how that has gone in the past. After three more times of asking who the concerns team is, he said there is no specific team but someone from management will call me who handles escalations. I wasn't satisfied with this and texted WH store consignment manger.
- Text to WH store consignment manager read the following: "I am now back to texting TRR line as you have been unresponsive which is really unfortunate because I believed both you and (name of employee working at WH location) when I was told you were going to help me get to the bottom of this. The chat is not helpful and is telling me to email customer service. As you know, I've spent the last 2.5 months doing this. Supervisors and supervisor's supervisors are not responding. What kind of customer service is that? That's why I reached out to the store. I don't know if I need to show face in the store for someone to actually make the call to corporate or someone higher up, but I offered that and you let me know I'd hear from someone. If I don't hear from someone today from corporate, I will be be contacting the BBB with detailed notes of all my communication attempts. This is not to be threatening, but I am at a loss after almost a 2.5 months of me constantly following up. This is truly disappointing customer service."

So, here we are.

I didn't want it to get to this point, but I'm out of options.

I gave them a set of 16 stemware glasses to sell. I have photos of the glasses. They were picked up *** (who no longer works there) in August 2022. After not seeing them on the Real Real website under my account and saw that the items were processing for over a month, I contacted them several times about the items. At first I was told that I needed to send them a photo, which I did, then they asked for the manufacturer, which I gave them. After not seeing them on the website after that, I called them back - mind you you can never talk to the same person so they put you on hold and then you have to go through this all over again. Then you get cut off. After my sixth or so call, they said they located the glasses but didn't know who they belonged to. Still not on the website under my account, I called back. Then they said they had to evaluate the glasses and would get back to me, which they never did. I called them back AGAIN and they would settle with me if they couldn't find them - apparently they became lost again - and NO ONE ever got back to me. I called again today - going on almost 3 months- and talked to someone else - in customer relations - and she said it had to go through 2 different departments to process this claim. It is clear to me that the glasses have either been lost, stolen or damaged. I am tired of getting the run around and either want my items back or to remunerated for them. I want someone to take ownership of what happened. They are crooks and are abysmal with customer service. The value is $250.

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 R336105046 was canceled on 10/2/23, and the item was sold to another customer. Today, 10/5, order number R557818362 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.

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 R336105046 was canceled on 10/2/23, and the item was sold to another customer. Today, 10/5, order number R557818362 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 used to work on Madison Ave for a long time and I had a lot of clothes that I didn't wear anymore. I decided to sell them on The RealReal because I heard that vintage clothing was popular again. I was told that all of my items would be authenticated and that I would be able to approve the price before they were listed. However, this was not the case. Some of my items were listed before I had a chance to approve the price and they were sold for much less than I expected. I was only given a small commission for these items, which was not what I was promised. I tried to contact the company to get my items back, but they told me that I would have to pay for shipping if they had already been listed for more than 90 days. This was not what I was told when I first signed up. I was very frustrated with the whole process and I felt like the company did not care about me or my items. When I finally received my items back, they were in terrible condition. Some of them were missing buttons and others were creased and wrinkled. I had to spend a lot of money to get them dry cleaned and restored to their original condition. I was very disappointed with the way that The RealReal treated me and my items. They were not honest with me and they did not take care of my items like they promised. I would not recommend this company to anyone.