The RealReal
Questions & Answers
If a handbag is proven to be a fake, what steps foes your site take to correct the situation? Ad a consumer at would probably be inclined to stop payment with my credit card agent and file a fraud complaint.
Asked by John T. on 12/11/2015
2 Answers
Stan G.12/14/2015
Hi John.
I have some answers for you.
If you receive a handbag that you suspect is inauthentic, please contact our Customer Service Department and note your concerns with them. You can reach the team at 855.435.5893 (option 1) Monday - Friday 10am - 6pm PST or via email at CustomerService@therealreal.com. The more specifics you provide regarding it's suspected inauthenticity the better we can assist you.
We will then pass those concerns to our Authenticity Department to address and they will be able to pass on some major points of authenticity to avail your concerns. Our authenticators are trained in identifying points of authentication with an education that goes beyond what in store associates may have. Additionally, an answer of "we cannot authenticate this" from a brand is not the same as the item being inauthentic.
Nevertheless, if you still believe the handbag is inauthentic, we will be happy to provide you with a shipping label to send the bag in for reinspection.
Once the bag is reinspected, we will contact you with a number of solutions based on the outcome. We're always happy to make refund exceptions for our final sale items on a case by case basis.
While it is absolutely your decision to dispute with your Credit Card company, we would prefer the opportunity to address your concerns directly and resolve the situation for you ourselves. Ultimately, we would never want you to have to keep an item you are unhappy with and will always be open finding resolutions that work for you.
Hope this helps!
Happy Shopping!
I have some answers for you.
If you receive a handbag that you suspect is inauthentic, please contact our Customer Service Department and note your concerns with them. You can reach the team at 855.435.5893 (option 1) Monday - Friday 10am - 6pm PST or via email at CustomerService@therealreal.com. The more specifics you provide regarding it's suspected inauthenticity the better we can assist you.
We will then pass those concerns to our Authenticity Department to address and they will be able to pass on some major points of authenticity to avail your concerns. Our authenticators are trained in identifying points of authentication with an education that goes beyond what in store associates may have. Additionally, an answer of "we cannot authenticate this" from a brand is not the same as the item being inauthentic.
Nevertheless, if you still believe the handbag is inauthentic, we will be happy to provide you with a shipping label to send the bag in for reinspection.
Once the bag is reinspected, we will contact you with a number of solutions based on the outcome. We're always happy to make refund exceptions for our final sale items on a case by case basis.
While it is absolutely your decision to dispute with your Credit Card company, we would prefer the opportunity to address your concerns directly and resolve the situation for you ourselves. Ultimately, we would never want you to have to keep an item you are unhappy with and will always be open finding resolutions that work for you.
Hope this helps!
Happy Shopping!
Daryl D.8/7/2023
Unreal… do what I did send it to the company that created it and they'll tell you the truth
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