The RealReal reviews and complaints

I've been a customer of The RealReal for three years now, and I've both bought and sold items through them. Overall, I've been pretty satisfied with their service, but recent experiences and reviews I've read have made me question whether I want to continue using them.

One issue I've noticed is a lack of consistency. The items they sell or accept for consignment, their pricing, and the condition of the items can all vary greatly. Additionally, they recently stopped shipping certain clothing items and leather goods overseas without any explanation. While I understand that exotic materials like fur, snake, or croc can be problematic, I don't see why they can't ship items made from angora or lamb and calf leather. Other vendors have no issues shipping these items internationally.

Another issue I have is with their shipping options. They only offer UPS and FedEx, which aren't always the best options for everyone. As an overseas buyer, returning items is also a nightmare. The RealReal offers no support for overseas returns, which means buyers are stuck paying expensive duties and shipping costs to return items. If they used DHL, they could avoid these fees and return items more easily.

The RealReal recently raised the prices on all their Chanel items, which is the first reason I'm giving them one star. The prices doubled overnight, and it's clear they're trying to capitalize on the recent passing of Karl Lagerfeld or the lawsuit Chanel has brought against them. This kind of price gouging is bad for business and shows a lack of good faith. Even if the items are in good condition, they're still pre-owned and don't warrant premium prices. I had intended to purchase three items on my wishlist, but I won't be buying them now because of the price increase.

The second reason I'm giving them one star is the reviews their employees have left on Glassdoor. They're absolutely appalling and show a lack of respect for their workers. It's no wonder there are quality and customer service issues and a high turnover rate. Additionally, there are complaints about bad managers and management being out of touch and only looking out for themselves. The decision to increase the Chanel prices is a perfect example of this. There are also allegations of theft of merchandise by some of their workers, which is alarming for customers who consign high-value items. The RealReal needs to take measures to prevent theft and compensate customers whose items were stolen.

Resale and recycling are great concepts, but they're only as good as the people who work for the company. The RealReal needs to treat their employees better and address the issues with their management. Mistreating customers and employees will hurt their bottom line and damage the viability of their company.

I recently had an experience with The RealReal that left me feeling frustrated and disappointed. I had a rare Gucci belt that I was hoping to sell through their platform, but when I saw that they had listed it as silver instead of gold with a green and red web belt with leather, I knew there was a mistake. I reached out to their customer service team and was put on a waiting list for the correct belt, but after 75 days of emailing, texting, and being put on hold, I still had no results.

I was shocked at how rudely I was treated during this process, especially considering that I work in hospitality and value people's time and opinions. I even had to beg for help, which is not my style. While my initial experience with their service of having someone come to my home to collect items was outstanding, the follow-up was a disaster. They even used me as a guinea pig for their texting model without warning, which was insulting and embarrassing.

After a week of no response, I finally heard back from Tanesha Conseiga at The RealReal. She confirmed that they had received a silver belt, not the gold one I had sent in, and that they could return it to me or put it up for sale on their website. However, they would not be able to pay out for the item since it was the correct one being displayed.

I was not satisfied with this response and knew that I needed to schedule an in-person appointment to resolve the issue. I asked for my green and red with gold double G and tan leather Gucci belt or to be compensated in full. I also requested that they mail my ties that were currently listed and provide tracking numbers.

Finally, after more back-and-forth, Tanesha submitted a request for the return of my items. While I appreciated her help, the process could take up to 30 days, which was frustrating. Overall, my experience with The RealReal was not positive, and I would caution others to be wary of their customer service and attention to detail.

I recently had the pleasure of using The RealReal (therealreal.com) to sell some of my designer clothing and accessories. Overall, I had a positive experience with the site.

After submitting my items, I was contacted by a representative who came to my home to look through my items. The rep was professional and determined that 40 of my items were appropriate for their site. The remaining 30 items were listed on their site, and within two weeks, four of my items had sold. I was pleased that I didn't have to take any photos or list anything myself.

The prices assigned to my items were lower than what I had hoped for, but I understand that TRR knows what sells on their site and at what price. Despite the lower prices, I was content with my earnings, as it would have taken me a long time to find buyers on my own.

One issue I encountered with TRR was their lack of customer service during the summer of 2021. Emails and calls went unanswered for weeks, and some of my items were listed sloppily. For example, one dress had leather sleeves that were not mentioned in the listing, and another dress was tied incorrectly on the mannequin, making it look strange. TRR also returned a matching slip and belt to me, resulting in less appealing listings and lower prices for my items.

I believe that TRR's product standards are good, but they need to hire more staff to keep up with the volume of inventory and provide better customer service. Additionally, they should focus on their original purpose of reselling designer clothing and accessories, rather than branching out into home decor, artwork, and electronics. This dilutes their brand and image.

Overall, I had a positive experience with TRR, but improvements could be made in their customer service and product focus. I hope that they will address these issues before they are acquired by a larger reseller.

If you're thinking about shopping on The RealReal, you might want to read this review. I've had a lot of consistent problems with my purchases, and I'm not the only one. In fact, I'd say that 9 out of 10 items I buy arrive with additional issues that weren't disclosed in the listing. And I'm not talking about small issues here. I'm talking about moth holes, ripped hems, armpit stains, and general staining. It's really frustrating to spend money on something that's supposed to be in "excellent" condition, only to find out that it's not.

One of the biggest problems I've encountered is with the kitted type fabrics, like jersey and Missoni fine knitted items. They almost always have holes, and they always have pulls. And these pulls and holes are usually unrepairable, so I have to return the item. I've also received skirts and dresses with holes in the hems because the seller had obviously ripped through the hem with heels, but The RealReal always misses this or doesn't disclose it.

Another issue I've noticed is that items that are returned are automatically relisted with the original listing, even if the reason for return is due to a flaw. So someone else ends up buying it like I did. And sometimes, the flaws are really obvious. For example, I once received a knitted Missoni dress with a 4x4 inch hole in the back of the skirt. I returned it, but was shocked to see it relisted with the same listing and no adjustment to the description. It's really frustrating to feel like you're being cheated.

The quality standards are very low, and the customer service is pretty impolite. I've noticed that the customer service representatives and managers have a bit of unnecessary attitude, and I'm not the only one who's noticed it. And once the return date has passed, they stop responding to your messages, even if you were mid-conversation and close to resolving the issue. It's really disgusting.

Overall, I wouldn't recommend shopping on The RealReal. It's just too difficult to shop from them, and the poor treatment when you try to rectify the problems is really upsetting. It's disappointing to feel cheated and saddled with the burden of having to fix the problem they caused, only to be met with attitude on the phone. Nobody likes to be treated unfairly, so altogether it's too much.

I have to say, my experience with The RealReal has been nothing short of a nightmare. I really wish I could give them zero stars, but unfortunately, I have to give them at least one. Here's what happened:

A concierge from The RealReal came to my apartment and packed up two large bags that were picked up by their van the following day. I asked the concierge if I should take pictures of each item, but she said "No, she was taking pictures and documenting everything." I trusted her and didn't take my own photos, which was a mistake.

When the items arrived, The RealReal did their examination process and accepted items they claimed met their standards. Supposedly, they went to the next department for pricing. Before high-value items are listed, the seller is supposed to be given the opportunity to approve or reject the price determined for the item.

I received an email with the descriptions and pricing of my high-value items, and I approved all except one Chanel bag. The description they wanted to post did not describe my Chanel bag correctly, and I also felt the pricing was too low for this particular bag. It was used once and in perfect condition.

I called, emailed, and sent text messages to The RealReal, but no one was willing to change the description or price. They said the description was correct. I got so frustrated that I said "send me the bag back." About a week later, I received a UPS box from TRR, and when I opened it, the bag they sent me back was not my Chanel bag, not even close. I assume that is why they were telling me the description was correct - they were describing someone else's bag.

Three months later, after dozens and dozens of calls, emails, and text messages, I am still trying to resolve the situation. I can't get a name or email of anyone who can help me. Each representative gives me a new story and puts in a ticket. They each assure me I will hear back from them within a week, but I am still waiting to hear back. I have never asked for money - I just want my bag, not someone else's.

Yesterday, I received an email from a supervisor. His first email told me he was sorry for how long this investigation was taking. His team is looking into the matter, and I will hear back within a week. Maybe two hours later, the same supervisor sent me an email saying he was sorry, but the picture I sent in of the wrong bag I received is the same bag I sent in? He attached the picture I submitted of the wrong bag, and some very, very blurry picture is what may be that bag.

Regardless, I have no reason to waste three months of my time or life, endure all the aggression I have, just to make a claim that the bag I received was not my bag. It's frustrating and disappointing.

I forgot to mention that when I contacted my concierge to ask for the photos they took of my bag, they had uploaded them to The RealReal site. However, when she went to look, they were not in the system. They disappeared, and when I asked if there was an IT department that could retrieve them, I never got an answer.

Overall, my experience with The RealReal has been a complete disaster. I would not recommend them to anyone.

I've been a customer of The RealReal for over 12 years now, ever since they started in 2011. I've placed hundreds of orders and spent tens of thousands of dollars on their merchandise. However, I was recently banned for life from their website without any prior warning or notification. I only found out when I tried to place an order in January of 2023. Apparently, the issue was that we had more than one email address for our household, which is apparently a violation buried deep in their terms and conditions.

I've spent the last 4-1/2 months dealing with their customer service team, who have been completely inept. They've assured me several times that my access would be reinstated if I submitted all the necessary information, but it turned out to be a lie. I've documented all my interactions with them, including PMs, phone calls, emails, and text messages. I even submitted formal requests in writing to delete all data associated with anyone in my household. This was confirmed as completed in January 2023 by ***@therealreal.com.

After months of run-around and misinformation, I finally commented on social media in late April 2023, and someone reached out to me online. I was able to place one order on 4/29/23 with no problem. However, on 5/11/2023, when I tried to place another order, I was once again unable to do so. When I asked for contact information for someone at TRR, they refused to give me any information and simply told me that I was no longer permitted to use their site or services.

I find it highly suspicious that a company would refuse to let a long-time customer spend money with them. According to articles online, TRR hasn't turned a profit since going public a few years ago and is operating at a loss. Their zero-tolerance policy and "using a jackhammer to kill an ant" mentality is not sustainable for any company. Customers are the only reason a company is in business, and TRR's customer service practices need to be reviewed by someone in upper management.

Despite how poorly they've treated me, I still believe in sustainability and buying pre-owned, so I would like my account and ability to purchase from them reinstated. This whole situation has caused me an immense amount of stress and anxiety, and I hope that TRR will take responsibility for their actions and make things right.

I've been shopping and consigning with The Real Real for almost 8 years now. Last fall, I decided to consign a Chanel bag with them in person at one of their retail stores. It went smoothly, so I decided to consign again this summer with two Chanel bags and additional items. However, I had some questions about my account and an email I received about a discount code. The lack of communication from my account rep and customer service was concerning and made me uncomfortable dealing with the company. Despite having almost $15,000 worth of items in that consignment batch alone, I decided to ask for all my items back. It took some time and multiple requests, but I finally received my items back. Unfortunately, one of my Chanel bags now has damage due to improper packaging. I provided all the original packaging material, but the bags were just placed on top of tissue paper with no felt liners or dust bag. It's disappointing that my bag is no longer in pristine condition and I may receive less money if I try to consign elsewhere. I emailed customer service with pictures and paperwork, and they eventually offered to assess the damage if I sent the bag back. However, I didn't want to risk further damage and asked for my account to be closed. It took some time and multiple requests, but my account was finally closed. Overall, this has been a very disappointing situation and outcome. The lack of communication and proper packaging has left me stressed and drained. I hope that The Real Real can improve their communication and packaging practices in the future.

I'm writing this review to help out anyone who has had a bad experience with The RealReal. I've been a customer since they started and have spent a lot of money with them. I never had any issues until I decided to consign with them. It's been a nightmare ever since.

They sent a woman to my house to pick up my items and she took over 200 pieces, including items I had just bought. She didn't have a signed contract or a list of items, but she took them anyway. They sold my clothes without my permission and grossly undersold the items I did approve. I've been trying to get this resolved for six months and have been treated horribly by the company.

I've found out that I'm not alone in this experience. I've met over a dozen people at a party who have had similar issues with The RealReal. They sell items for very low prices and are even selling fakes. It's clear that they're more interested in quantity than quality.

I'm going to fight this and I'm here to help anyone else who has been robbed by this company. It's a personal and messed up thing they do. If you get it, you get it. I believe in resolving issues and I won't let them take advantage of me or anyone else.

I've even received emails from a new guy congratulating me on all my clothes selling and asking me to consign more. None of it is true and it's clear that the left hand doesn't know what the right hand is doing in this company.

If you need to vent or need my help, I'm here for you. Just reach out to me on my private Instagram.

I've been a loyal customer of The RealReal for quite some time now, having sold over $300k worth of high-end items through their website. However, my recent experience with their customer service has been nothing short of disgusting.

In today's world, where there are plenty of other options and places to sell your luxury items, you would think that customer service would be a top priority for companies like The RealReal. Unfortunately, that has not been the case for me.

The main issue I've been facing is the lack of responsiveness and follow-through from their customer service team. My mother has been having trouble with the consigning button on the TRR website across multiple devices and internet browsers since September. Despite IT looking into the issue, the follow-through from customer service has been nearly impossible. My mother has lost most of her business with TRR as a result, as she has to directly contact someone to consign since the website shows an error, which she does not have time to do. The issue was apparently transferred to "managers" who completely missed scheduled calls with me, and to this day, I have not heard back from those who are "higher up" that I was in contact with.

To make matters worse, there was an issue with two pieces that were consigned as a pair. I was informed by the WH store consignment manager on December 19th that a manager would be in contact with me, but to this day, I have not heard from a manager.

Over the course of 2.5 months, I spoke with numerous customer service representatives, including Kimberly, Jen, Yolanda, Ayla, Naomi, Jennifer, Suzie, Reese, Anthony, Tyler, Bernardo, the WH store manager, and the WH store consignment manager. Since the initial issue started back in August, you can only imagine how many people my mother has tried contacting as well.

I've made numerous attempts to resolve these issues, including putting in a request to change our consigning rep, sending screenshots per their request, and following up multiple times with no response. I've been transferred from one representative to another, and even requested to speak with a manager, but to no avail.

I've sent countless emails and made numerous phone calls, but the lack of response and follow-through has been incredibly frustrating. I've been promised call backs and emails that never came, and even when I did manage to speak with someone, they were unable to provide any real solutions or assistance.

At this point, I'm out of options. I've tried everything I can think of to resolve these issues, but nothing seems to be working. It's incredibly disappointing to see such poor customer service from a company that I've been a loyal customer of for so long.

I didn't want it to come to this, but I feel like I have no other choice. I'll be contacting the BBB with detailed notes of all my communication attempts, as I feel like I've been left with no other options. It's truly a shame to see such a lack of care and concern for their customers, and I hope that they take steps to improve their customer service in the future.

I'm new to The RealReal and have been using it for a few months now. I've spent around $650 on the site and have found some amazing pieces that I wouldn't have found anywhere else. However, being in Canada, the shipping cost of $38 and the additional duties and customs can be a bit of a bummer. Despite this, I've been happy with my purchases until my most recent one.

I bought three items - two tops and an Equipment Silk tunic dress. When I received them, I was thrilled that they all fit perfectly. However, the next day when I was going to wear the Equipment dress, I noticed a large stain on the back that looked like it had been caused by oil or something similar. I immediately went to check the listing on the website and sure enough, I noticed the stain. The dress had been labeled as pristine condition with no signs of wear, which was clearly a lie.

I reached out to The RealReal and explained the situation, even sending them screenshots of the dress from their website listing that clearly showed the stain. I didn't ask for anything, just explained what had happened and waited to hear back. When I did hear back, I was shocked. The dress was listed as final sale, and the best they could do was offer me $12.00! I couldn't believe it. The dress may have been final sale, but it was also listed as pristine condition, which was clearly not the case.

I politely told them that I wouldn't accept $12.00 for something that was clearly their fault. I lost all trust and respect for the company, and I refuse to support a business that operates this way. They would have made more money off of me if they had just accepted responsibility and offered to make things right. I don't understand why companies choose to operate this way, especially when it's so clearly their mistake.

I also want to mention that the site's pricing is way off. They charge crazy high amounts for items that can have stains or visible signs of wear, and the base prices they put on items are often a lie and way higher than the actual price. For example, I came across a basic Michael Kors tote bag that they had listed for over $1400! I looked it up on the MK website, and the bag was going for under $400 brand new. Their bag was used, so it's important to check into things before you buy.

Overall, I'm disappointed with my experience with The RealReal. While I've found some amazing pieces on the site, the pricing is often inaccurate, and their customer service is lacking. I don't see them lasting long-term if they continue to operate this way. People who spend their hard-earned money don't want to get ripped off without any options to fix the situation.

I recently had a not-so-great experience with The RealReal (TRR), an online consignment store. I purchased a pricey Lauren Manoogian dress, but it hasn't shipped yet, and I haven't received any emails about the purchase. I tried contacting customer service, but they couldn't find any information on where the package is. They also wouldn't let me cancel the order, claiming it had already shipped, even though it clearly hadn't. TRR uses automated systems that generate an email when UPS picks up the package, but it seems their freelance customer service reps working from home aren't aware of this.

To make matters worse, TRR charged my credit card immediately, which raises the question of whether this should be their policy. Other online retailers only charge your credit card once the item has shipped, which takes care of any issues if something goes wrong with the order. Unfortunately, this seems to be a common issue with TRR, as I've noticed an increasing amount of complaints about lost or delayed orders.

I'm concerned that TRR doesn't run their business professionally and doesn't follow online retail laws. I've contacted customer service three times, but no one seems to have any information or care about my $300 purchase. As another reviewer put it, TRR has gotten ugly. I've spent thousands of dollars with this consignment store over the years, and while it wasn't always perfect, at least customer service was available and took care of any issues.

However, it seems that TRR has grown beyond its ability, and the service has become a hot mess. They're treating items like yard sale trash and customers like a bother. The messages they post to our reviews, saying "sorry for your experience, just contact us and we'll help you resolve it," are meaningless because you just get pushed back through the same cycle.

TRR is robbing people of money when they don't deliver goods and refuse to issue refunds or make it difficult to get one when they drop the ball. This isn't professional, and more importantly, it's not legal. Perhaps it's time to tap the attorney general about this issue? If you're having a similar experience, I encourage you to dispute the charge with your credit card company as soon as possible. It may be your only avenue to get your money back.

The RealReal is a website that claims to offer up to 85% commission and has a team of knowledgeable and responsive consultants. However, my experience with them was not as great as I had hoped. While they do accept a wide range of items for consignment, including handbags and shoes, they do not offer the high commission rates they promise for many of these categories. Instead, you may only make about 30% commission on these items.

To make matters worse, The RealReal may include your items in sales at greatly reduced prices without your approval. I was not informed of this until after my items had already been listed and sold within hours. It was my responsibility to monitor the site to see when they were listed and what they were listed for. This lack of transparency was frustrating and disappointing.

My experience with The RealReal went like this: I sent photos of my items to a team member who estimated their value. For two bags that sold immediately, she estimated they would be listed at around $200 each. However, when they were listed, they were priced at $95 each and included in a 20% off sale. I was shocked to learn that these bags fell into a "special category" where consigners only make 30% on the sale. In the end, The RealReal took what they estimated to be $400 worth of merchandise and gave me only $46.

When I contacted customer service to ask for my remaining items back, I was met with condescension and policy documents I had never received before. It was difficult to get my items back, and the customer service rep's only solution was to try to up the price of my remaining items on their site.

Overall, I found The RealReal's lack of transparency and low commission rates to be problematic. Their customer service was dismissive and lacked problem-solving skills. I would not recommend this company to anyone looking to consign their items. There are many other consignment companies out there that deserve your business.

The RealReal is a pretty good website to buy items from. The quality of the items I've received have been pretty good and accurate to the description. They also list exact measurements in the description which have been accurate and helpful, since the marked sizes are often incorrect and inconsistent. However, there are some cons to this website that I have experienced.

Firstly, their refund policy is shady. They send orders with a slip of paper that clearly says returns must be made within 21 days, however if you look closely at the fine print it's actually 14 days that they give you to process a return, and then they need to physically receive it within 21. This would normally be fine, but they make it hard to understand the policy. It's extra annoying because they charge SO MUCH for shipping, both delivery and returns, so you'd think they'd be a little flexible on their return policy.

Secondly, the customer service is slow and inefficient. I missed the 14 day window by a day because I was waiting for my full order to arrive, and again thought I had the 21 days they bolded on the packing receipt. I contacted customer service through text hoping that I could have some flexibility since my full order hadn't arrived in time and this was the first issue. The chat took almost two hours. The customer service rep kept saying no, too bad, you missed the timeframe, and when I pushed back they said they would "check one more thing", then came back 10 mins later to ask me the SAME questions they already asked me, then said no again. They finally said "let me ask a manager" and came back to offer me store credit. Better than nothing, but it's a little crazy to me that even with the circumstances of not receiving my full order in the estimated window they couldn't make an exception.

Thirdly, sizing is a mess and it's impossible to truly filter by size. I was actually just on the app and saved a sweater that was marked as a Medium, and then in the description it says "designer size 2". In no world is a size 2 a medium, and you have to read the full description to catch those details. This is a pretty consistent occurrence: In my last order I ordered two pairs of pants, one was marked as Small and was actually a larger waist size than the pants marked Medium. A lot of what I've returned was due to poor sizing, you have to pay attention to the details and go through a lot of mis-sized items to find what might actually work. The sizing in the descriptions are accurate, but it makes it really time consuming to not be able to filter properly.

Lastly, some details are missed in the photos. They use the same mannequins in the same position, which can sometimes make it difficult to see details that are also not in the description. For example, a skirt I ordered ended up having a high slit in the back, which was impossible to see in the photo and not mentioned in the description, and if I had known about it I wouldn't have ordered it.

Overall, now that I understand the sizing issues I can pay more attention to what I purchase and use up the $300+ I wasted in not being able to return something within a reasonable time frame. The high cost of shipping and inflexible/unclear return policy makes this service not worth it. With inconsistent sizing and photos that make it hard to see details, I've ended up paying more money in shipping than on anything to put in my closet.

I've been shopping on The RealReal for a few years now and I have mixed feelings about it. On one hand, you can find some amazing deals on luxury items that are new with tags. But on the other hand, there are some serious issues with customer service and quality control.

One of my biggest complaints is that items can sit in "processing" mode for days or even weeks, only to be cancelled or marked as "missing." This is frustrating, especially when you're dealing with expensive items. And when you do receive your purchases, they're often not as described. I've received items that were listed as "pristine" but had obvious wear and discoloration, and items that were listed as "new with tags" but were actually in "good condition." It's clear that quality control is a major issue.

But the worst experience I had was with a Roland Mouret dress that was purchased for me as a Christmas present. It was listed as "Very Good" condition and looked flawless in the pictures, but when I opened it on Christmas Eve, the back zipper was completely broken. Customer service was incredibly rude and initially wanted me to pay for the return shipping fee, even though I had multiple photos proving the dress's condition. It was only after I requested a manager multiple times that they waived the fee. This kind of poor service and quality is unacceptable, especially when you're dealing with luxury items.

Despite all of this, I still love the idea of The RealReal. As someone who hates returning items, I appreciate the opportunity to buy luxury items at a discount. But the execution and service is underwhelming. And when I looked into offloading some of my unreturned items to The RealReal, I was shocked to see that they aren't responsible if items go missing. It's hard to trust a company that doesn't take responsibility for the items they're warehousing.

Overall, I have mixed feelings about The RealReal. While I've found some amazing deals on the site, the poor customer service and quality control issues make it hard to fully recommend. If you do decide to shop on The RealReal, just be prepared for some disappointment and frustration along the way.

I've been shopping on TheRealReal website since 2011 and I used to be a huge fan of the site. However, over the past year or two, I've noticed that the prices keep going up, up, up and the customer service keeps going down, down, down. It's not as easy to find amazing deals on hard-to-find designer clothing as it used to be, but if you check every day, twice a day, you might still find a few deals that sneak in the pricier items every so often. Shipping is also more expensive now and the first look/premium memberships just went up to $10 and $30 a month!

Over the years, I've been burned four times by fakes. The first fake I bought was a Hermes Clic Clac bracelet. I had it authenticated by a reputable third-party authentication service (Authenticate4u.com), and was told it was a fake. TRR was great about taking it back (this was in 2012). The second fake I bought was a pair of Ray Bans that were SO fake they looked like they were bought on Canal St. I knew the moment I took them out of the box they were fake. I sent detailed side-by-side DETAILED photos of the pair they sold me and an authentic pair I owned including font and misplaced or non-existent RB markings. The sunglasses were so bad, they couldn't dispute the pair I had received from them were terrible fakes, so they took them back.

The third time, I bought a Celine Boogie bag, and because of my previous bad experiences with accessories on TRR, I had it authenticated the moment I received it. I had it reviewed by three different authentication services, (The Purse Forums Celine thread, AuthenticateFirst (not the best, most reliable service, but the only one available at the time) and finally, Authenticate4u.com (a VERY reputable service, who was not processing authentications when I initially asked). All THREE came back to me and said the bag was a fake. I sent all three authentications to TRR, and this time they were NOT so helpful, despite my being a VERY loyal customer with THREE services stating FAKE. They denied, denied, denied. Eventually they took the bag back, but I had to really push. I reported them to the Better Business Bureau, as I did not think it was okay that they be relisting a bag that THREE separate authenticators deemed fake. They just didn't get it that it's not okay to sell items that are reported fakes, regardless of what their in-house authentication expert determined. If he didn't catch the cheapest pair of Ray Ban fakes in the world, how can I trust that he would catch a fake Celine?

After these experiences, I stopped buying any accessories from TRR. I had never had an issue with the clothing I had bought from TRR, until recently. I recently bought a fake Isabel Marant Habra dress. It was also a clear fake, as I had owned an authentic version of the same dress a year or so before. I sent them detailed photos as to why the label was off, and why the stitching was off, as well as comparison photos side by side. They took it back as a regular return, and I just didn't have the energy to fight them again on another fake.

Bottom line with TRR, just be very wary of ALL your purchases. Bags, jewelry, and any accessories, make sure to have them authenticated by a reputable third-party authentication service because you CANNOT trust TRR on their word. I still shop at TRR, as they do have some great finds from time to time, but I would NEVER buy another bag or accessory from them, and I inspect all clothing very carefully now too. Good luck, and happy shopping!

When you're selling designer items, you want to make sure they're being accurately described and priced. Unfortunately, that hasn't been my experience with The RealReal. I've had multiple items incorrectly described by their copy editors, leading to lower prices and frustration on my end.

One example is a vintage Chanel silk shirt that was described as a t-shirt. It took multiple emails and a description dispute for them to finally change it, but by then the price had already dropped significantly. And it's not just one item - more than half of the items I sent in were incorrectly described.

I've also had a major issue with them damaging a brand new leather jacket and listing it as black instead of blue, leading to a much lower sale price. And now, they've described my Ted Baker dress coat as a trench coat, even though it clearly doesn't have the double-breasted buttons or belt that a trench coat should have.

I've tried to correct their mistakes, but it's been a frustrating process. And even when they do make changes, it's not always accurate - my coat is still listed as "printed" instead of woven. And because it took so long for them to correct it, the price dropped significantly.

I can't be the only seller who's had to micro-manage their descriptions on The RealReal. It's disappointing that a company that claims to be the gold standard in consignment retail can't even accurately describe the items they're selling. I hope that with enough attention brought to this issue, they'll start to take more accountability and make some changes.

So, I've been using The RealReal for a while now and I've had some pretty mixed experiences. I've done in-store consignments before and had no issues, but when I tried to set up an at-home pick up for another batch of items, things went downhill.

I got the items picked up on January 21, 2021 and received a receipt for the pick up shortly after. However, the two week window for processing passed and I still hadn't received any update about my items. I contacted my luxury manager (LM) for an update and was told that it should be in my account shortly. Another week passed and still nothing. When I asked my LM why I wasn't receiving updates, I was told the same thing and to reach out to consignor relations. I did so, but was told to contact my LM again. It felt like I was being pushed to the side and no one was taking the time to figure out what was happening.

I decided to initiate a chat with customer service on the home page and after describing the situation, they uncovered that a NEW account had been created and attached to an email that I did not authorize for use. And that account in fact had the at home pick up consignment. I did not have access into that account since I did not create it and 3 weeks in, I still did not have an update on my items.

After reaching out to my LM about this second account, she stated that it was an IT problem and she couldn't fix it. She mentioned that she would forward this to her manager to get it resolved asap. After waiting a week, I got no response and I sent a follow up. After sending this follow up, the response I got was as if my LM had no clue what I was talking about. I was extremely frustrated while still being very professional about the situation. I received an automated email from customer service a few days later that it's all listed in my account. It was basically just forwarded to someone new who did not understand the situation.

I decided to bypass everyone I spoke to previously and called consignor relations and started from square one. The person I spoke to completely understood the problem and immediately knew what the problem was and how to fix it. She stayed on the phone with me while she fixed the problem. I was informed that the two accounts could be merged into my primary account and the LM had the access to do so this entire time. Which was a 5 minute procedure.

My question is why did my luxury manager pawn me off and go on this insane run around while she had the ability to fix it on the spot. The problem was resolved by the helpful person I spoke to on the phone which only took about 20 minutes. She even mentioned that it shouldn't have taken this long, it was an easy fix that takes less than 5 minutes.

One problem fixed, the next one had to do with the items in that consignment batch that I was not able to monitor. I opened the consignment through My Sales, and saw that 90% of the items sold. I saw the pricing and I was lost for words. My brand new Louis Vuitton, Prada, Gucci items were extremely undervalued. They were listed, discounted and sold and by the time it reached me with everything factored in, it was an infuriating amount. If I were able to monitor the process of my items and see their valuation, I would simply request them back.

After dealing with the first issue that took over a month to figure out that it could have been resolved in a matter of minutes, I absolutely do not want to submit a price adjustment which will probably take another 30 days.

The amount of disgust for the treatment I received outweighs any deal that is advertised and I will no longer continue to conduct business nor support The Real Real going forward.

Luxury Manager - Katie Buckner

If you're looking to sell your items quickly and don't mind low prices, then The RealReal might be the place for you. They always send commission checks after sales, which is a plus. However, they do take in brand new items and allow buyers to apply further discounts to already low prices. They start with a low commission, and you have to sell about $10,000 a year to reach a higher structure, which resets every year. They don't warn you when you're close to being moved back down a tier commission-wise. They typically take 50-40%, which is higher than Ebay and 1st Dibs, which take 20%.

Their pricing can be arbitrary, and they tend to price items lower than their actual value. For example, a limited edition Vuitton bag selling online for $2500-$3000 was sold for $600, earning only $300. A used Hermes cuff with tags selling for $1300 was sold for $700, earning only $400. A purse purchased from them for $2000 and sent back unused with tags was priced at $800. Before sending your items to them, it might be worth trying Facebook Marketplace, which is free, has no commission, and allows you to set 20 descriptor tags.

Their customer service can be difficult to deal with. Phone hold times can be long, and email responses can be unhelpful. They tend to drop the ball, and you might fall through the cracks unless you stay on top of them. Recently, they sent back 5 carat diamond earrings due to not being a famous maker, but they sent some other customers cheap silver earrings instead. It has been almost a month, and they still have not found the diamond earrings, nor have they reached out proactively. It might be worth taking a photo and handing them a printed list of everything you are sending to avoid any confusion.

Their jewelry can be a great deal, or not a deal at all. Their pricing can be inconsistent, and some pieces are priced full retail or even above. Some pieces by famous makers can be a good buy, though. They might partner with overstock or wholesalers. Beware of their "valuations," as a couple of times, items were marked as one thing but were clearly plated, not solid, and so on.

If they were more consistent in their pricing and customer service and showed more respect to their consigners, they would be a much better company. Vestiarie Collective is a better option than TRR. Although Vestiarie is based in Europe and may take a long time to arrive, their authentication is far better. TRR seems like they are still learning, especially when it comes to authenticating Hermes. Vestiaire is rigorous in pricing, and they even ask sellers to lower prices due to minor spots. Many individual sellers on Tradesy and Poshmark set their prices too high, but Vestiaire and Fashionphile, which just partnered with Neiman's, are much better. Vestiaire has plenty of high-end European merchandise that well-traveled people will know about, but TRR has little of, such as Chantecler jewelry, sold in Capri Italy, or Herno coats, an upscale Italian maker little known in the US except sold at Gorsuch in Aspen. They also have more other upscale jewelers like Marco Bicego, etc.

Overall, TRR feels like a gamble every time you consign or buy. If you're looking for lower-end items, ThredUp is a great place to go. They consolidate shipping, which is more convenient than paying shipping to every Ebay/Posh store. ThredUp is a fantastic, easy-to-deal-with, eco-friendly company.