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After 12+ years of purchasing thousands upon placing hundreds of orders for thousands of dollars of merchandise from them, I was unceremoniously dumped and BANNED FOR LIFE with no previous warning or notification from them. I found out about this when I went to place another order in January of 2023. The "issue" is that we had more than one email address for our household which is apparently a violation that is in the hundreds of pages of fine print. That's it. The last order I was able to place was 12/29/22 (with one exception described further down in this comment) and it's now 5/12/23. I've spent 4-1/2 months and hundreds of hours dealing with their so-called customer service people and was assured several times by various people that (after doing and submitting everything they'd requested in order to resolve this issue) my access would then be reinstated. I have documented the many pm's, phone calls, emails, text messages, etc.) Per their request, I submitted several requests to delete all data associated with anything for anyone in my house which was confirmed completed by someone at TRR. It was only after commenting on social media that someone reached out to me online. I was FINALLY able to place an order on 4/29/23 with no problem. On 5/11/2023 (ironically, the same day I had responded via pm on social media to thank them for straightening things out when no one else had) I placed, or attempted to place another order when, SURPRISE! I wasn't able to and the order wouldn't go through. I reached out again to the person on social media who said they would "check into it" only to receive a curt response of "Unfortunately after review this was indeed only a one-time pass for one more order on our site. We apologize for any confusion caused in our teams previous email!" When I requested contact info for someone at TRR (besides the customer service email loop you repeatedly get churned through), I received the "We apologize as this decision was made by our internal team. A one-time pass was issued, you are no longer permitted to use our site or services" message back from them. I've repeatedly asked for contact info for ANYONE there and this response is just copied and pasted over and over and over again, They REFUSE to give a customer any info. They make arbitrary decisions to permanently ban someone, in this case, ME, lie to you for 4-1/2 months and then REFUSE to even talk with you. I've worked as an Executive in the corporate world for decades and any company that refuses to let you question something and stonewalls you when you ask to speak to someone (anyone) is highly suspicious. In addition, what does it say about them when they just dump long-time customers with no previous issue besides having more than one email per household? They're refusing to let someone spend money with them? Goodness. According to the many articles online, they haven't turned a profit since they went public a few years ago and they're operating at a loss. (Just do an internet search for TRR financials and TRR customer complaints) The email response I received on 4/25/23 when I asked about a $25 credit that they'd also removed from my account is below. Apparently the "one-time exception" was that they let me place an order on 4/29/23 which has proven to be the only order they'll ever allow me to place. I can't help but think that anyone in upper management is unaware of how their low-level customer service and Account Managers are apparently operating and willfully losing customers and refusing business. This is not a sustainable business model for any company. Paying customers is the ONLY reason you're in business. This "using a jackhammer to kill an ant" mentality and zero-tolerance policy of theirs is beyond anything I've ever seen or experienced.
Denia (The RealReal)
Apr 25, 2023, 3:52 PM PDT
Hello Kimberly,
Thank you for contacting The RealReal.
This is Denia with The RealReal, and I will be assisting you with your inquiry today.
After looking into your account status further, we see your order and site credit were canceled by our Account Manager; due to violations of our terms and conditions.
Per our Terms of Service, users may not have more than one active account:
In order to use the Service, You must be 18 years or older. If You are under the age of 18, You are prohibited from accessing or using the Service. You may not have more than one active Account (defined below). Additionally, You are prohibited from selling, trading, or otherwise transferring Your Account to another party. If You do not meet the foregoing eligibility requirements, You may not use the Service. You are not permitted to access the Service if Your Account has been suspended or removed by Us for any reason.
The above information can also be found by visiting this page on our website: https://therealreal.com/terms.
As you did not meet the foregoing eligibility requirements, the credits were removed, but we have made a one-time exception and we allow you to continue to access the site.
However, unfortunately, we will not be able to reissue any credits to the account.
Best regards,
Denia
Client Services Specialist
Great news! You can now text TRR to 50347 for immediate assistance from Customer Service
Download The RealReal App: https://trr.app.link/download
Desired outcome: I want my account reinstated so I can purchase again AND an apology for all of the lies they've knowingly told me. I've been strung along all the while they had no intention of doing what they assured me they would do.
