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1.0 33 Reviews

TheRealReal Complaints Summary

0 Resolved
33 Unresolved
Our verdict: Engaging with TheRealReal at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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TheRealReal reviews & complaints 33

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10:52 am EDT
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TheRealReal Payment not received/Scam

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.

Desired outcome: Payment on October 15th, as required.

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6:45 pm EDT
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TheRealReal They stole my property

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.

Desired outcome: I want my things back or the full amount I paid for them.

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3:25 pm EDT

TheRealReal Missing items in my package

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.

Desired outcome: Either a refund on the missing item, or the missing item shipped to me.

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Is TheRealReal legit?

Our verdict: Complaints Board's thorough examination reveals TheRealReal as a legitimate entity with notable strengths. Despite a 0% resolution rate on customer complaints, which invites a closer look, TheRealReal stands out for its commitment to quality and security. Clients considering TheRealReal should delve into its customer service record to gauge compatibility with their expectations.

TheRealReal earns 91% level of Trustworthiness

Perfect Trust Endorsement: TheRealReal achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for TheRealReal. The company provides a physical address, phone number, and 2 emails, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of TheRealReal's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Therealreal.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Several positive reviews for TheRealReal have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up TheRealReal and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While TheRealReal has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 0% of 33 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • TheRealReal protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
ComplaintsBoard
C
12:04 pm EDT

TheRealReal Complete Mess!

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.

Desired outcome: I would like a refund for the charging error.Please describe items accurately.

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12:10 pm EST

TheRealReal Return Credit on 1/6/23

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.

Desired outcome: Credit to my bank account and credit card on file

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10:47 am EST
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TheRealReal Fraud

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.

Desired outcome: Refund

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shareideas2
Stamford, US
Jan 20, 2023 1:56 pm EST

I recently contacted TheRealReal to inquire about selling items. They were quick to respond and set up an account online. I arranged an appointment to meet with them to evaluate my items for sale. They offered to send their logistics team to pick up the items. Our first meeting had to be rescheduled so we arranged for a second date to pick up items. I am moving and disposing of everything so having a plan in place to pickup my items sounded like the perfect solution. The day they arranged for pickup was rescheduled on a day they don’t pick up in that location. They planned another day for pickup. They never showed up. When I contacted to find out why they texted their apologies and explanation that pickups in my location are on Tuesdays and Thursdays. It was Thursday. They asked if they could come the following day, not a pick up day.

Is TheRealReal for real? I texted back “sorry this did not work out please delete my account”.

They texted back “ so sorry, if you change your mind we are here to help”

Get Real.

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9:30 pm EST
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TheRealReal Consignment / Customer Service

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.

Desired outcome: I want my items returned to me ASAP and transparent communication from TheRealReal. If TheRealReal lost my things, I want to be paid the total retail amount for the two items.

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7:11 pm EST

TheRealReal Order# r834461812

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!

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3:21 pm EST
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TheRealReal Consignment Account

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.

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1:47 pm EST

TheRealReal Consignment Customer Service is Abysmal

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.

Desired outcome: I want my items back and I want my earned commission direct deposited into my account ASAP.

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4:25 pm EDT

TheRealReal Consignment return

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.

Desired outcome: I want my wallet returned NOW or $1000.00. I prefer my wallet to be returned

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4:50 pm EDT
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TheRealReal Unable to login!! No payment received for sold items!!

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!

Desired outcome: Would like to be able to login & receive payment due 8/15/2022

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Cheatedcustomer11
Wp, US
Oct 14, 2022 6:01 am EDT
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I have not been paid for my sold items by the RealReal either. Actually one of my dresses, which was brand new was sold before posted. It was posted sold. I paid $445 with tags on it in pristine condition. Never worn! Sold for $80 which makes me believe an employee bought it for a cheap price, I was never paid, its been months of emails and upset. Do not sell with the Real Real!

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Michael A Anthony
FAYETTEVILLE, US
Sep 17, 2022 11:43 am EDT

I am experiencing the same problem. This company will never again sell a product of mine. I'm thinking it's a racket

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G
11:55 am EST
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TheRealReal Failing to consign and won't return my property

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.

Desired outcome: I want my handbag returned to me from TheRealReal

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kkims
Atlanta, US
May 20, 2022 1:19 pm EDT

I sent 10 items with an estimated resale value of ($6-7K) in mid-January. The items have not been posted for sale, nor do they show up in my consignor profile. It's been "under investigation" for over 3 months. Each rep tells me different updates and know of them show any progress of whether they can confirm they've lost it, if they were reimburse me, or what action they can take. TheRealReal is absolutely the worst company I've ever dealt with. If anyone wants to look into a legal options together, I'd like to connect.

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Washington Kearny
, US
Sep 03, 2022 6:15 am EDT
Replying to comment of kkims

Class action lawsuit, write to BBB, write to all social media

Get all the victims together; write to all the news media by email, follow up with phone calls

Call your elected politicians...

This company is a crooked companies, their sales people are crooks too and knew the company is dishonest and liars.

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Mr. Helpful
Los Angeles, US
Feb 20, 2022 1:15 pm EST

Hi Garris.

Under section 2, subsection c1 of the consignment agreement:

"If Your Return Request is made any time prior to the end of the Consignment Period, We will return the Accepted Item to You and will charge You the costs of return and such costs will be deducted from Your pending Commissions (if available). If You do not have enough pending Commissions available to cover the Costs (as defined below in this Section), We will not return the item to You unless and until You pay for the costs of return prior to shipment. “Costs” of return are equal to: (A) a fee of $100 per fine art piece and $15 per every other item, which fees reflect Our up-front costs of storing, cataloging, and photographing the item in preparation for sale, plus (B) applicable shipping costs."

Please submit a return request form with applicable fees and the return can be processed.

Thank you.

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Incognito too
chicago, US
Apr 30, 2023 6:16 am EDT
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Unfortunately... The RealReal is doing illegal business practice... not only under several state laws, but federal as well when this company is transporting merchandise across state lines. This is a federal issues and penalties are high. In Illinois, accepting any merchandise valued over X are subject to Illinois consumer laws regardless of what is signed or written.

A contract is not a contract without an amount determined for goods to be sold... so the RealReal is actually stealing if doing business in Illinois, and probably other states as well. The do not have tangible rights with an incomplete contract. People are literally gifting money under the disguise of re-sale.

This is a case for the IRS... in fact, why have they no been reported?

BUSINESS TRANSACTIONS

(815 ILCS 505/) Consumer Fraud and Deceptive Business Practices Act.

ComplaintsBoard
J
7:55 pm EST

TheRealReal The RealReal staff members steal reserved items from online customers' shopping cards.

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.

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Washington Kearny
, US
Sep 03, 2022 6:19 am EDT

Why a crooked, criminal company able to function; must be from all the thefts of their own customers; to have so fancy store, pretending to be a great store.

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6:20 pm EST

TheRealReal consignment service

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!

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Update by NelliLL
Jan 09, 2022 6:22 pm EST

2 months ago 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. Customers Beware!

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6:29 pm EDT

TheRealReal order came with no tags on it

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

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5:48 am EDT

TheRealReal not worth your time

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?

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2:01 am EDT

TheRealReal Completely horrible!!

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?

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3:10 am EST

TheRealReal Terrible customer service.

I've purchased a gorgeous dress from TheRealReal. They claimed the dress was in a good condition. But when I received it, it looked nothing like the photos on their website. It looked worn and had several small stains! My dress was an absolute garbage. I contacted their customer service to discuss the problem, but they rep I spoke to was extremely rude and impolite! He gave me mixed information, and actually every thing he said made no sense. Well, I gave up. It's completely impossible to get a refund. I will never order from them again.

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3:04 am EST

TheRealReal Fake!!

I was so excited when I found TheRealReal website. I've ordered a Gucci belt at a great price. The price was actually too good. Anyways, I made ad order and when it finally arrived I was disgusted, because the belt was fake! I went to the Gucci store and they conformed the belt was fake. The worst part was that TheRealReal included their "Authentication Card"! I immediately contacted TheRealReal customer service and sent them photos. Unfortunately I never received a response. I'll likely not purchase from them again.

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