TheRealReal
Reviews and Complaints

There has been a disconnect in communication regarding this return. On my purchases page it clearly states that the item has been refunded to my cc ending in 8807.

The site has given me a store credit in the amount of $5767.39 which is unacceptable. I have been struggling with this return since Feb. the timepiece does not keep time and was misrepresented by the description.

I request the refund to my cc as is clearly stated on my return page

I had some pristine Hermes items, which my goddaughter didn't want, so am trying RealReal. First, the contact is only beneficial to them (I'm a lawyer), including demanding access to your IP address. Second, I started a month ago, and still do not have a working email. Can't get to my items, can't learn about the items, can't, well, can't do anything. Repeated email to 'service' and my rep have resolved nothing. Tonight, gave my rep 5 days to clear this up, or declaring contract null and void. If it isn't solved, I have no problem reporting the rep and RealReal as fraud.

I sold my Tiffany item in August 2023 and was told by several customer service representatives - to carefully verify the payment date, and to confirm that all my information is correct, that I would be paid on October 15th, as per their policy. They then updated my account, today on 10/7/23 to read that the item was sold in October, on 10/6 and that I would now be paid in November. This is complete scam like behavior, and it is fraud. This practice of updating the account to read a new sell date and having to delay payment needs to be investigated.

I sent clothes to The Real Real consignment to be sold and they stole over half of them. They said they were not authentic and kept them. I have contacted the company 3 times regarding this and they said they would send my stuff back. The 4th time I contacted them they said they were sorry to inform me that they would not be able to return my stuff unless I provided proof of purchase. I sent them my receipts for the items and they still will not send me my stuff back. They will also not end my listings and send me back the stuff listed. I want all my things back. This is theft.

I ordered 2 pairs of pants, and I only received 1 pair in the box. No indication on whether they were shipped separately or where the other item might be. My credit card was charged for the 2 pairs right away, and now I have no idea when and if I will ever receive the missing item. I tried calling but no one answers, and I'm now waiting for a service agent to call me back to see if I can sort this out.

Where is the customer service? I need this resolved ASAP.

Where do I start? The description of my items were wrong. Posted measurements were off by 3-4 inches on several items. I was charged in the wrong currency even though I carefully selected my currency before shopping. My interaction with customer service yielded no results. Bad training, incompetence, and deceptive. This company needs a big overhaul.

Not receiving my unacceptable items back as stated. I call and chat, have it in my chat log, how they are giving me money value back, for one item, they lost in sending back. To date 2/2/23 I still don’t have the credit in my account from 1/6/23, 1/17/23, 1/18/23 & 1/26/23. This is not the first time, in my dealings with this RealReal they don’t do what they say! I’m still waiting for a return item purchased and received in their Perth Amboy NJ location to give me back credit on my Credit Card. This Company should be looked into for bad consumer practices.

I supposedly bought a 7.4 ct diamond Daniela design Eternity band in an “EXCELLENT CONDITION “ according to the website description on the Real Real store in San Francisco in size six on 1/16/22, but the band was too small, and their salesperson, to make a sale, misinformed me and pressured me to take it to a jeweler and have them shave the inside to make it big to be able to make it fit.

After months of trying different reputable jewelers in Marin, I was told it wasn’t possible.

Since this ring was too small and I physically couldn’t wear it, I took it back to the store on 10/10/22 to return it, but they wouldn’t reimburse me since it had passed the 30 days return policy. They offered me a consignment and I accepted the consistent option to response their return policy.

I met with their in-store Jewelry Evaluation Manager. He inspected the ring under a special machine before me while waiting. He told me it was in excellent condition and that he would send it to their online department to be processed for pictures and to get posted on their website.! He told me it takes approximately four weeks, but for VIP clients like me would be faster processing.!

I agreed and gave him a diamond ring and left.!

After waiting almost 3 months for the ring to be posted on their website and not hearing back, I started calling and emailing them multiple times a day but would not get any responses (nothing).

I finally walked to the store and got someone to look into it. The manager took a couple of days to Investigate what was taking so long, called, and shared with me that the stones were loose, and they could not accept the ring for consignment (the ring that they sold me)

I shared with him that that's how I bought the ring and that they had sold me a ring that wasn’t in a salable condition and slipped through their quality control when it shouldn’t have.

The manager agreed to refund me the full amount once it got to his position from their authentication center.!

After a few days and not hearing back from them, I called to check on my refund, and he told me the store had changed its mind and wouldn't be able to do so.

I have called and emailed multiple times without getting any responses. 

The real real still has the original ring and isn't returning or reconsigning it. They misrepresented the item and sold me a defective ring that hadn't passed the quality control. They should have never sold me a diamond ring with loose diamonds.

TheRealReal cannot account for two of my items shipped to their facility for consignment. The two items are meant to be returned to me, but their status has remained in limbo and unchanged for nearly a month, according to the website.

I have contacted customer service and only received automated replies without resolution.

This is highly annoying as I know their customer service isn't lacking. When I inquired about consigning, I had a customer service representative call and text me multiple times a day for a week until I decided to cosign. Suddenly their customer service department is missing in action.

Hello there, just I make that order one hour ago and your page has not been t working properly because I never received the code to my email to apply the 25$ of credit as my first order and was not possible apply free two day delivery because in the check out I was not able to access. Today was a really difficult and I will appreciate to give me back the different to my used credit card end 3520 over this order. Please answer to me at [protected]@outlook.com in this regarding. Happy holydays and regards!

I have been working with the Service Rep people for the last year. Every day that you send a message it goes to a different person and you have to repeat everything again. The issues kept piling up: items of mine missing, brand new items sold for 80% or more off retail without my approval, many many more. After months I was assigned one person to deal with everything. After 3 months she ghosted me. Kept after them and finally got someone else to go through. everything who actually did. We came to an agreement that I was owed 3200.00 which was to be paid November 15, 2022. Date came and went with no payment.

Now I'm back to sending messages to a different person everyday asking where my money is.

I sent several items to The Real Real for consignment. Three of the five items they posted photos of on MALE mannequins and listed them under the Men's site. I contacted them to tell them they had a made a serious mistake, that these were women's items and needed to be photographed and listed as such. For the past 6 weeks they have been telling me the items are in the process of being re-shot and will be re-posted under the women's section in 3-5 business days, and yet they are still being listed under the men's section. I finally got fed up a week ago and told them to remove the items from their site and return them to me and I would consign with another luxury retail company. To date they have not taken down the listings or sent my items back, and they are now withholding my commission from me. This company is a joke and a scam and I will NEVER buy from or consign with them again.

I requested my handbag and wallet back weeks ago. I received the handbag and no wallet. I have asked repeatedly for this return as I can see a return label was created but the wallet never shipped. I also choose the option to authorize the selling price of my items and did NOT authorize the selling price of this wallet. This week alone I have been told three stories. One was that it was shipped with the handbag, a lie. Then it was changed to assure me that it had been shipped back and the website would update the next day, lie two. Then I was told that it was sold and they were getting it back (does show sold online and I am invited to join a wait list) but also shows shipped back? Now I am asked to wait another 7-10 days so that they can figure out where it is. I have negotiated a sale of this wallet with NO visible wear and tear (your words) for $1000 and told the buyer I would have it back this week…..that was ten days ago.

I am 89yo. I am not good at the internet. have consigned with realreal. Although I get daily Email from realreal I am unable to login with my email address. My Email is [protected]@aol.com! I have called & after awhile someone answered transferred me to someone who disconnected me. This happened 2 times! I prefer talking to a live person to guide me. HOME TEL. [protected]. Cell [protected]. I am best reached late afternoon or evening. Please help!

I shipped a LV handbag to TheRealReal on 12/27/21. They received it on 1/2/22. I was told the handbag would be checked-in, authenticated, and marketed on the website in 2-3 weeks. After 3 weeks, there was no sign of any activity on their site, other than to say it was received. On 2/4/22, I was told the bag had been authenticated and would go live "soon" on TheRealReal page. After 4 days, it still was not being marketed. I requested a return of my valuable handbag. It is 2/20/22 and I still have heard nothing and have not received my handbag. I was told by at least a dozen customer service reps, that the bag would be marketed for consignment. That never happened. Now, I'm being told to be patient and that it's on its way. There's no evidence that it has been shipped or is going to be returned. I want my handbag returned from TheRealReal now.

The RealReal staff members steal reserved items from online customers' shopping cards. On February 7th, around 6:07pm, I added item # LOR104329 to my card; about 1-2 minutes later, the item was removed from my card without my authorization by a RealReal staff member and sold to someone else.

TRR took my entire consignment but listed all my items under someone else. While most of my items were sold, the sale went to that other person. I discovered it by accident while browsing new listings. I placed a complaint with their customer service. A month past since but I still do not have all my items transferred back to me. Consigners beware. Keep records and pictures of every item you consign with them. beware!

I purchased a Moser Rosalin Whiskey highball glass w/tags and there were no markings or tag on it. how do I get what I originaly ordered it says on the invoice with tags? all I want is some proof that this is an original product that I purchased and I don't know what to do. I tried calling but was on hold for 20 minutes before hanging up. thank you for your assistance

My time was wasted on them :( I ordered a high-quality dress from a store I trust. But TheRealReal doesn't accept my order. I called their customer service to find out what happened and where is my order and didn't get any distinct answer. They gave me the run-around for almost three weeks before they eventually called me. They promised to fix the situation, but it's been another week and there's still nothing, but silence. I understand that no one cares, so maybe then you will just stop your business?

I am extremely disappointed with my purchased and I will never again order anything from Therealreal! First of all when I saw the package I was shocked, it was dirty and the packaging itself was an amateur! But when I opened it I was terrified, because clothing looked like junk! Yes, I knew that things were used before, but it was written "good condition", but there were holes and stains! I'm totally disgusted with Therealreal! Do they even check what people really sell on their site?