Nice clothes by people who have no idea of what things are worth. Garbage customer service and half the people can't speak my language. Look at their stock price. Annoying as all get out. You'd think that with all the stuff I've bought, they wouldn't hang up on me, shut their chats down. Etc. I hardly ever return, they make it hell. Hate tdiuweoruaeojfdlfjseoprpfaosdjfodaj - really, change your attitude

I opted to consign 17 different designer items with TRR after they sent a promotional offer. These were all brands accepted like Louboutin, Jimmy Choo, Manolo Blahnik, Theory, etc. There was an initial hiccup with the pickup scheduling due to system issues but was resolved and my local rep eventually came, documented all my items and sent them off. The pickup rep was very nice and communicative and I had no issues with her.
The issues arose when my items were received. Multiple times over. Things like mislabeling a Louboutin handbag as another style, sending in a pantsuit by Theory for them to first lie and tell me they didnt accept Theory and then once I proved them wrong from the list of accepted items that they personally sent to me, then they said well it wasn't labeled as a pant suit only as 2 separate pieces so we're going to only take the jacket out and send you back the slacks. Um, no! So now I'm trying to fight with them to send back my jacket part of the suit so I can sell it myself. Lastly, they labeled several of my items discolored or damaged of which were not, but ok if they have quality limitations on used items, that's fine however one item they returned due to it being altered. I spoke with the rep when she was at my home that they did not accept altered items so I purposely did not send any. The designer shoes that they sent back were in no way altered whatsoever unless they considered adding vibram soles which is a common addition to Louboutin heels as being altered however upon closer look at other items on their stores, there are plenty of others that do have vibrams added. Or adding a sticky foot bad in the back of the shoes which anyone knows can be easily removed in 5 seconds flat.
I can only attribute to these issues that either the reps that review these items are not nearly as experienced as I was led to believe (their email even states that they employ hundreds of experts, however if this was the case, they would know what style a bag is, or at least research it quickly before listing!) in not understanding what they are looking at, or are just careless with someone's belongings. These are high dollar items worth thousands of dollars that consumers put into the hands of this shop only to be treated very unfairly, improper and carelessly.
Once my items have sold and I have received my rightfully due commission and promotional credit from this site, I will no longer do business with TRR based on the service and business practices I have received from this experience.

After 12+ years of being a longtime and loyal customer (since they started in 2011 as I was one of their first customers) of placing hundreds of orders and purchasing tens of thousands of dollars worth of merchandise, I've now been unceremoniously dumped and BANNED FOR LIFE with absolutely no previous warning or notification from them. I found out about this when I went to place an 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 terms and fine print. It wasn't anything nefarious on our part. 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 5/15/23. I've spent 4-1/2 months dealing with their completely inept so-called customer service people and was assured several times by various people that, after doing and submitting (and even resubmitting) everything they'd requested in order to resolve this issue, my access would then be reinstated, which has turned out to be a LIE. I have documented all the many PMs, phone calls, emails, text messages, etc, with them. Per their instructions, I submitted formal requests (in writing) to delete all data associated with anything for anyone in my house which was confirmed completed in January 2023 by *******@therealreal.com. It was only after months of run-around, misinformation from them, and being strung along with the promise of having my account reactivated that I decided to comment on social media in late April 2023 that someone actually reached out to me online. I was FINALLY able to place one order on 4/29/23 with no problem. On 5/11/2023, Ironically, the same day I had messaged them via pm on social media to thank them for straightening things out (or so I thought at the time) when no one else had, I then 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 until you literally want to rip your own eyes out), I received the "We apologize as our internal team made this decision. A one-time pass was issued, you are no longer permitted to use our site or services" message back from them. A "one-time pass?" Is that like a pity shag after you've broken up with someone? I've repeatedly asked for contact info for ANYONE else at TRR and this response is just copied and pasted over and over and over again, They absolutely REFUSE to give me any information. At this point, I'd even talk with someone in their cleaning/maintenance department. They (an obviously inexperienced low-level account manager with a little bit of power to wield) have the ability to make arbitrary decisions to permanently ban someone, in this case, ME, who lies to you for 4-1/2 months and then REFUSE to even talk with you about it. I've worked as an Executive in the corporate world for decades and any company that refuses to let you question anything and stonewalls you when you ask to speak to someone about it is highly suspicious. In addition, what does it say about them when they dump long-time customers with ZERO issues besides making the mistake of having more than one email per household? They're refusing to let someone spend money with them? 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. (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. EVER. A final order? Who does that? I can't help but think that those in upper management or corporate at TRR are completely unaware of how their low-level customer service and Account Managers are operating, that they are willfully mistreating, losing, and stonewalling customers and refusing business. This is not a sustainable business model for any company. Customers are the ONLY reason a company is 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 in my lifetime. This response and many others like it are the only info or response I can get from them. Again, this "violation" was having more than one active email address per household. I've apologized, done everything they've told me to do, all for nothing. They've even blocked and lied to my husband (!?!) who has purchased gifts from them for me on occasion over the years, only because we happen to share a home address? All of this has caused me an immense amount of lost time, stress, and anxiety by them repeatedly assuring and promising me that everything would be fixed if I just did everything they told me to do. Which, IMHO is abusive. They've repeatedly lied to me and have purposely strung me along for 4-1/2 months with empty promises which I now believe they never had any intention of fixing anything. Despite how poorly they've treated me, I believe in sustainability and buying pre-owned so I would like my account and ability to purchase from them reinstated as well as their customer service practices reviewed by someone in upper management. If and when this is somehow resolved, I'll modify this information and change or update my review.

Huge fan. For buying and selling and returing. All super easy.

When you are a client that has sold over $300k, making this company a good amount of money and experience customer service like this, it's disgusting.

In a world where there are a lot of other options and places to sell your high-end items, you would think customer service would step up their game.

The real issue is that customer service is unresponsive and lack of follow through is a problem.
The initial concern was my mother was having trouble with the consigning button on TRR website across multiple devices and internet browsers. This has been since September, and the company has lost most of her business as she has to directly contact someone to consign as the website shows an error, which she does not have time to do. IT was looking into this, but follow through from customer service was nearly impossible. This is where I stepped in because it was taking more time than my mom had available. My mom's issue was apparently transferred to "managers" that completely missed scheduled calls with me, which is when I requested corporate. To this day, I have not heard back from those who are "higher up" that I was in contact with.

There was then an issue with 2 pieces consigned as a pair. I was informed from WH store consignment manager on 12/19 that a manager would be in contact with me. To this day, I have not heard from a manager.

Across 2.5 months I spoke with Kimberly, Jen, Yolanda, Ayla, Naomi, Jennifer, Suzie, Reese, Anthony, Tyler, Bernardo, WH store manager, WH store consignment manager (who I will refrain from naming at this time). Since the initial issue started back in August, you can only imagine how many people my mom has tried contacting as well.

Chronological attempts are listed below:

November 1
- Spoke with Jen in consigning. They sent a message to IT and said IT will reach out to me.
- Put in a request to change our consigning rep. I was told I would receive a response within 24 hours. Did not hear from anyone with a follow up.

November 3
(Repeat of day prior)
- Spoke with Yolanda and Aylea in consigning. They sent a message to IT and said IT will reach out to me.
- Put in a request to change our consigning rep. I was told I would receive a response within 24 hours. Did not hear from anyone with a follow up.
- Sent a screenshot to Aylea per her request and followed up on 11/07 and 11/22 and never received a response.

November 7
- Asked to be transferred to someone that can schedule a call back to confirm contact was made with IT and to follow through with request to change consigning rep

November 8
- Spoke with Naomi (Reference #*******). I informed her of previous calls, mentioned I tried messaging the app, and asked for our consigner's manager to call (her name is Julia- never heard from her)
- I was in contact with Naomi from 11/08-12/12, emailing her anywhere up to 4 times before hearing a response until I completely stopped hearing from her and requested additional support from someone else.

November 9
(Repeat of day prior)
- I informed person of previous calls, mentioned I tried messaging the app, and asked for our consigner's manager to call (her name is Julia- never heard from her)

November 23
- Spoke with Jennifer. Was transferred to Reese after 26 minute hold and was brought straight to his voicemail.

November 30
- Texted new consigning rep and let him know that two items that were sent in (dress and jacket) were to be photographed together and the dress that they photographed is missing the jacket. It was a 2-piece outfit. Anthony was asked to notify the appropriate people to get this fixed. Anthony said he would get it sent over to consigner relations and they would be able to make sure the items were sold as a pair. (This was not fixed and dress was sold without the jacket- see 12/17)

December 12
- Transferred to Consignment relations and spoke with Jennifer after a 39 minute hold
- Transferred to Reese who said he'd call me at 11:30am PST. Did not receive call.
- Called again at 2:30pm. Was connected to Daniel. Asked to speak to a manager. He had me on hold too long.
- Called back and after 30 minutes and was connected to Suzie. After 1 hour supervisor connected me to Reese who said he wasn't informed about my call and it wasn't possible we had a scheduled call because he isn't in the office during that time, until I reminded him I was on PST and he was in fact in the office. Scheduled a call for 9am PST the next day. Reese also sent me an email stating, "This is Reese from The RealReal. Just following up from our conversation call in regard to the on going IT issue your mom is facing when trying to consign. I have my direct and IT manager working on this issue and I will be following up with you again tomorrow around 12 PM est time at number XXX-XXX-XXXX. Thank you so much for your patience. Talk to you soon!"

December 13
- I emailed Reese at 9:28am PST, 12:28pm EST, "This number is correct. I was expecting your call 30 minutes ago. I have 30 more minutes available until my 10am-11am PST appointment. I forwarded you the emails pertaining to this situation including online messaging, correspondence with client services, and my mom now being locked out of her account since last night." I sent another email at 12:12pm PST, 3:12pm EST and never heard from Reese.
- I called TRR and Spoke with Essence and she promised someone from corporate would call me. I told her I unfortunately didn't have faith in that and would like her to give my number to corporate for a call but would also like to wait for corporate on the phone. I provided her my number and specifically asked that she continue to check in on the call and call me back if we get disconnected. Not only did she not check on me for the first 53 minutes, but at 53 minutes the call ended. I never received a call back

December 14
- Spoke with Jennifer on the phone. She sent me an email that she set up a call back from Reese at 11:30am PST. I emailed Jennifer at 11:56am PST letting her know I had not yet heard from him and 2:37pm PST letting her know I still had not received a call. I never heard from Reese and Jennifer never responded to my two email attempts.

December 15
- I called the West Hollywood store and spoke to someone who assisted with resolving my issue. He connected me to the store consignment manager.
- The store manager called me and I asked to receive a call from corporate and to also find out what is going on with IT. She requested I forward all contact attempts with all people, which I did. She told me she would be in touch to connect me with.

December 17
- Reached out to consigner rep, Anthony and let him know that consigner relations did not make sure the dress and jacket was sold together, per the conversation on 11/30. The dress sold without the jacket. Anthony said that there was nothing he could do and suggested I reach out to consigner relations.

December 19
- I texted the WH store consignment manager letting her know of the consignment issue above.
- She reached out on 12/20 and said that she would help and said a manager would reach out to me regarding the other issues (as of 01/10, still no manager has reached out). I asked her if she was available for a call.

December 21
- WH store consignment manager texted me on 12/21 letting me know she was available after 1pm PST for a phone call.
- I explained the recent consigning issue of the two items, which she said she would look into and get back to me.

December 23
- I texted the WH store consignment manager and said that I did not receive a call or email from the manager and asked where to go from here. I also asked for an update on the issue from 11/30. She said she had confirmation that someone reached out through email on 12/21 and that I would need to respond there to fix the issue. I was not able to find the email at this time and asked what the subject of the email was.

December 28th
- I texted the WH store consignment manager again and asked if she could provide me with the information so I could get closer to being done with this. She did not respond.

December 30th
- I texted WH store consignment manager again and said if I have to come into the store to get all issues resolved (connecting with a manager, IT, and consignment) I would but I needed some direction. She responded with the subject to the email. The body of the email said that one of the items sold therefore they could not sell it in a pair. I explained that the text on 11/30 was to prevent this from happening and that the text on 12/17 with the rep saying it sold was TRR's issue, not ours. I reminded her that my call on 12/21 mentioned me wanting to hear from a manager so I can inform them on my entire TRR experience and that I need to discuss the recent consigning issue further. She did not respond.

January 3
- I texted WH store consignment manager asked who from corporate I would be hearing from. I provide day number and asked if she could help solve the issue of the two items being sold separately and not as a pair. She did not respond.

January 4
- Followed up with WH store consignment manager. She did not respond.

January 5
- Followed up with WH store consignment manager. She said she did not understand why I haven't received emails or calls regarding all my concerns. She mentioned there were nothing more she could do and escalated this to her regional manager and they will make sure I receive answers soon. I thanked her for the escalation and provided my phone number and email address to be contacted. I also asked for the regional mangers name so I could know who to look out for. I kindly asked if she could assist with getting me in contact with the right person, that would be appreciated. She did not respond.

January 6
- Followed up with WH store consignment manager and requested the regional managers name, email, or contact. Mentioned that getting in touch with the right person seemed nearly impossible. She did not respond.

January 9
- Followed up with WH store consignment manager. Let her know that I am trying to be patient but it is very frustrating not having an update on when I'm supposed to hear from someone and who I am supposed to hear from. Or even confirming that this person will be contacting me directly. I kindly asked for the name, phone number, or email so I could be in touch with this person directly. She did not respond.

January 10
- Called customer service and spoke with Daniel. I asked for him to find a way for corporate to contact me. He asked to assist and I asked to be connected to someone who could assist with me getting in touch with corporate. He placed me on hold and I was hung up on while on hold.
- I then texted TRR number. I was connected to Tyler and asked for him to find a way for corporate to contact me. He asked to help me and I declined. He transferred me to Bernardo, a senior customer service rep, who asked to help me. I declined and asked to help connect me to corporate. He told me to contact customer service email as they can't connect me to corporate through text. I told him I would not be contacting customer service and that I wanted a call from corporate, not a text. He said he submitted my issue to the "concerns team". I asked who I would hear from and he said management. He said he'd connect me over email, but we all know how that has gone in the past. After three more times of asking who the concerns team is, he said there is no specific team but someone from management will call me who handles escalations. I wasn't satisfied with this and texted WH store consignment manger.
- Text to WH store consignment manager read the following: "I am now back to texting TRR line as you have been unresponsive which is really unfortunate because I believed both you and (name of employee working at WH location) when I was told you were going to help me get to the bottom of this. The chat is not helpful and is telling me to email customer service. As you know, I've spent the last 2.5 months doing this. Supervisors and supervisor's supervisors are not responding. What kind of customer service is that? That's why I reached out to the store. I don't know if I need to show face in the store for someone to actually make the call to corporate or someone higher up, but I offered that and you let me know I'd hear from someone. If I don't hear from someone today from corporate, I will be be contacting the BBB with detailed notes of all my communication attempts. This is not to be threatening, but I am at a loss after almost a 2.5 months of me constantly following up. This is truly disappointing customer service."

So, here we are.

I didn't want it to get to this point, but I'm out of options.

Buying on TRR might get you some good deals because they price notoriously low and discount by 20% the day it goes live and keep slashing. They are obviously only interested in sales volume and need the cash flow (read about their financial difficulties on the internet, losing money, leadership changes). My big mistake was not reading more reviews before sending them my items. NEVER send them anything that's vintage or requires a more skilled appraiser or you'll probably get ripped off. I sent them two Kieselstein-Cord items: a beautiful Authentic Crocodile Trophy handbag made in Italy before 1990 in perfect condition with the cloth bag and a sterling silver (clearly stamped on the back) alligator buckle with belt and unique silver belt loop, which they labeled as "silver-toned." Other sites had similar items but TRR brags about their expert appraisers so I sent these vintage items to them, especially because my original consultant told me I could have them returned if I felt the price was too low. (She then promptly left the country without giving me contact info in her absence. I only found out she was gone when I filed the complaint.)
Other sites had the bags priced from $2,000 - $8,000 and $500 - $600 for the buckles only. I didn't expect $8,000 but somewhere in the middle and kept checking to see how they would be priced. They suddenly went live at ridiculous prices and sold immediately that day. Bag was priced at $455 and belt at $345. I kept trying to call my consultant and the office, sent emails and chat messages to try to stop the sales but was eventually told it was too late, they never cancel a sale. I filed a dispute and they finally agreed both were worth more and settled for a few hundred dollars more after four months, but not nearly what the items were worth. During those months I was assigned three different consultants asking me for more items to sell and promising to get my issue resolved.
Either the appraiser didn't know what they were looking at OR they did and the appraiser priced them low to snap them up or have a friend get them. Look at the ads they send daily saying "Up to 30-40-to 80% off". How can sellers make any money? They also featured a couple of their appraisers in their daily Email Ads and how experienced and skilled they were, finding a vintage Hermes Crocodile Bag worth $52,000! I guess that appraiser didn't see mine. Bottom line is they only care about cash flow and attracting more buyers. They need sellers to supply their merchandise but don't care about you or quickly resolving any issues, TERRIBLE customer service. If you have a new designer item with the tags attached, you might get a fair to low price as a seller, otherwise look elsewhere. I will never sell another item with them but may peruse the sight to see what treasures they have undervalued to make a quick buck, if they are still in business.

When is a T-Shirt Not a T-Shirt? The answer is simple. When it is a vintage 1990's Chanel red silk, short sleeve, closed in the back with gold decorative Chanel logo buttons hidden behind a placket. (CHA*******) Well, that is what is was until TRR Copy Editors thought it was a T-Shirt. It was picked up on 10/13/22 by TRR Sales Rep and received on 11/08/22 in their facility. While under description dispute the TRR price automatically dropped from $195 to $156.

How could they have gotten it so wrong? Is this a one-off? I think not. It has happened repeatedly to my items.

Of the fourteen items accepted by TRR back in mid-October and posted in early November, more than half were disastrously and incorrectly described by them. Only the most obvious, like the Rosenthal Christmas plate, made it through without my micro-managing and continually writing and imploring the Copy Editors to change the description from what they think they saw in the images before them to what the item actually was.

Do the Copy Editors see our designer items in real time or just a digital image sent to them upon which to base their descriptions? No one at TRR responded to my inquiry when I posed the question.

If you have read my previous posts you are aware of the major offense committed by TRR, that is, the disaster of damaging my new, $495, tags-on Neiman Marcus blue leather jacket and photographing and listing it as black before selling it as black, earning me $58. (NEMRC*******)

The item under question now, ranking just behind the leather jacket fiasco, is my (W3B*******) Y2K Ted Baker pink/purple, plaid woven wool-blend dress coat with single button closure behind a placket, with leather trimmed pockets that TRR Copy editors initially saw as a "Ted Baker printed, plaid, Trench Coat." Really?

A Trench coat was designed during WWl for officers and then made for soldiers in the trenches, hence its name. A Trench coat is made of weather sustainable cloth, designed to withstand all manner of wet, cold, mud and mayhem. It is double-breasted buttoned, usually three sets, one below the waist, with a belt to cinch the coat into the body at the waist for extra protection. My Ted Baker dress coat does not have double-breasted buttons or a belt; it is NOT a Trench coat.

After four e-mails attempting to correct their error, TRR replied from multiple Customer Service Reps promising to send the corrections on to the Copy Editors. I waited on bated breath. It finally happened more than three weeks after TRR posted the coat. Yet it was not totally correct. It is still listed as "printed" when it is still woven. On December 26,2022 I received the following message from Aaron, Customer Service Rep:

"I would like to inform you that due to limited taxon options, print will remain on item. Our internal team unable to update the description for your product."

Sadly, because it sat on the website incorrectly described, for about three weeks, the price was automatically dropped from TRR $375 to $262.50. It is still there.

I give up!

I wonder if any other Sellers have found it necessary to micro-manage the descriptions of their items on TRR site because TRR has gotten it so terribly wrong? I can't believe I am the only one. Perhaps together in 2023 we can get some accountability from TRR and with enough attention brought to the problem, some changes.

Does TRR not have a duty of care with the items they accept on our behalf? TRR purports to be the leading, gold-standard in the circular retail consignment market. It doesn't seem to me that they are coming even close to that high bar. Not for Sellers anyway. Please share your experiences. Thanks.

I've made several purchases over the years through the RealReal so there is plenty of data to pull from. It's possible to get a great deal on items that are new with tags but there's a good chance you'll be incredibly disappointed instead.
If the customer service; or lack thereof, wasn't so disappointing/ occasionally infuriating, there would be more of an incentive to continue looking for the pin in the haystack opportunities in snagging a great find at a good price point.
I've waited on two items (separate purchases, one a few years ago and one recent) that sat in 'processing' mode for days & then weeks, followed up w 'customer service' been told that they were being 'processed' and would be shipped but turned out to be 'missing'. The funds were returned which takes several business days but when you're talking about luxury items, that's a lot of money sitting in the RR's account for no reason. Frustratingly, the second time my item was cancelled, I looked it up (today) and saw that it was listed for sale again!
If you do receive purchases, they are often not as described. I've purchased items listed as 'pristine' that had obvious wear, marks in the armpit area, general discoloration and other times purchased items that were listed as 'new with tags' but marled as 'good condition' (confusing if they're new but I suppose if it was stuffed in a drawer/ storage unit by someone, it's possible) and they were in perfect condition. So, quality control is an issue.
Worse, I had a Roland Mouret dress purchased for me as a Christmas present from my Father last year. It was listed as Very Good condition & in the pictures looked flawless. There was a full back zip that ran the length of the dress. We're having our normal Christmas Eve celebration, I open the gift & the back zipper is completely broken. As in, clearly off track, the zipper chain was off and the side that had the pull tab was hanging in where the middle back of the dress would be. The tag was completely removed and attached with a pin...? Someone packed the dress like that?
Customer service was incredibly rude and initially wanted me to pay for the return shipping fee & said that it would be deducted from my dad's return,... with a multitude of photos proving the dresses condition. After requesting a manager Multiple times, the 'return shipping fee' was offered to be waived. Mistakes happen, I'm not sure how someone packed a dress that functioned as a towel but, things happen. When customer service is rude on top of poor service/ quality - I should have taken the hint.
Initially, I did - stopped purchasing or even visiting the site,... until last week (referenced above).

I'm a shopper, occasionally to a fault - which is why I loved the idea of TRR. I'm terrible at returns so purchases from Saks or Neiman's rarely happen if it's not a fit & I end up with items that are never worn. I've brought more business to Nordstrom over the years because of their amazing open return policy & incredible customer service even though selection isn't always amazing and they tend to be on the pricy side.
I looked into offloading a bunch of my unreturned items to the RR & in the agreement,... they aren't responsible if items go missing. Jaw drop. They're warehousing items that are hundreds to thousands of dollars each (and up!) but don't own responsibility (makes sense as multiple purchased were 'missing'. All in all, love the idea of TRR but execution and service is underwhelming.

I wish I could give Zero Stars
I wish I did not have to give TRR even one star.
A concierge from The Real Real 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, she said "No, she was taking pictures and documenting everything." I take responsibility, I knew I should have just taken my own photos.
Long story short, the items arrived that examine them and price them. High value items, you are supposed to approve the price before they put the item on the site. I received an email with the item description and pricing of all the bags. I approved all except one. The description they wanted to post did not describe my Chanel bag correctly and I felt the pricing was too low for this particular bag. It was used once and in perfect condition. I called, and called TRR, I emailed and sent text messages. No one could change the description or price, they said the description was correct. I got so frustrated, I said send me the bag back. About a week later a receive a UPS box from TRR, I open it and 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, dozens and dozens of calls, emails, text massage, I am still trying to resolve the situation. I can't get a name, email, of anyone that can help me respond this, each representative gives me a new story and puts in a ticket. Not to worry, they each assure me I will hear back from them within a week. (LOL) I am not sure what a week is to employees at TRR because I am still waiting to hear back. I don't want money, I just want my bag, not someone else's.
Yesterday, I receive an email from a supervisor. His first email tells me he is sorry for how long this investigation is taking. His team is looking into the matter and I will hear back within a week. Maybe two hours later the same supervisor sends me an email, he is 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 3 months of my time or life, endure all the aggression I have, just to make a claim that the bag I that was returned to me was not my bag.
I wish I did not have to give TRR even one star.
A concierge from The Real Real 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, she said "No, she was taking pictures and documenting everything." I take responsibility, I knew I should have just taken my own photos.
Long story short, the items arrived The Real Real did their examination process, accepted items they claim met their standards and supposedly went to the next department for pricing. Before high value items are listed the seller is supposed to be given the opportunity to approved or reject the price they determined for the item at before it is actually listed.
I received an email or my high value items descriptions and pricing, to agree or not agree. I approved all items 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, and called TRR, I emailed and sent text messages. No one I spoke to was willing to change the description or price, they said the description was correct.
I finally got so frustrated, I said "send me the bag back." About a week later I received a UPS box from TRR, I open it, and 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, dozens and dozens of calls, emails, text massage, I am still trying to resolve the situation. I can't get a name, email, of anyone that can help me respond this, each representative gives me a new story and puts in a ticket. Not to worry, they each assure me I will hear back from them within a week. (LOL) I am not sure what a week is to employees at TRR because I am still waiting to hear back. I have never asked for money, I don't want money, I just want my bag, not someone else's.
Yesterday, I receive an email from a supervisor. His first email tells me he is sorry for how long this investigation is taking. His team is looking into the matter and I will hear back within a week. Maybe two hours later the same supervisor sends me an email, he is 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 3 months of my time or life, endure all the aggression I have, just to make a claim that the bag I that was returned to me was not my bag.

I forgot to mention, when I contacted my concierge to ask for the photos they took of my bag. They had uploaded them to The Real Real site, however when she went to look they were in the system. They disappeared, I asked if there was an IT department, perhaps they could retrieve them. I never got an answer.

I worked on Madison Ave for over a decade in the early 2000s, and had amassed a huge wardrobe that I hadn't been wearing in many years. I finally decided it was time to part with many of the items I'd been hanging onto, many unworn with original price tags, all dry cleaned - if ever worn at all- and pristinely stored in garment bags; many pairs of exotic skin shoes stored in original boxes- mostly unworn brand new objects, even some Chrome Hearts and Tiffany's jewelry - all original packaging. Over 140 items total. With this new trend of 2nd hand Vintage clothing and the next generation embracing the whole "y2k" look, I thought it'd be a good time to part with many of my high value items. An associate came to my house and told me all items would be authenticated and put on price approval/review, and I would be emailed so I would know the price they would be listing them for, and my commission amount, and that anything I thought was not enough could be "easily" sent back. The exact opposite happened. I didn't check the app for a few days, and a few items were listed before I was able to approve the price. Brand new Cashmere sweater with $600 + tags attached was sold for $70. Which I made 20% commission - $14. - NOT THE 55% I was quoted. Wow. I immediately called and patiently explained that I was assured I would be notified before my items were listed. I was then told that it would not be possible. I asked for a few things that had been listed to be sent back to me - I was told I'd have to pay the shipping charges if they haven't been online and unsold for at least 90 days. What? So for the next week, I checked the app many times a day to try and keep track of my items. It was ridiculous - and not at all how the process was explained to me, in my home, by their so-called "luxury manager" who never bothered to respond to the messages I left the first couple weeks when none of what I was told would happen was actually happening. After attempting to contact "consignor relations" a few more times and explain to them what I was guaranteed, I reached the end of my patience and asked for them to ship everything back when I was asked if I "got any of that in writing". A couple weeks later, I finally began to receive my items - once in pristine condition. Overpacked shipping Boxes arrived broken / torn and falling apart. I received a couple items that weren't even mine - I had already tried to correct this when I saw them added to the list of my items in their app - they didn't really seem to care? Now I have unworn shoes, without the original boxes they were all taken in, mostly without even their shoe bags. Dolce and Cavalli dress shirts missing buttons and several thousand dollar velvet tuxedo jackets that look like they were tied in a knot and jumped on. Unworn leather jackets now all creased, etc. I am beyond disappointed and disgusted with this horrific lack of care, the (intentional?) dishonesty on the part of the associate that came to my home, and the total lack of integrity or consideration my very very expensive items were treated with. I'm really at a loss as to what avenues I should pursue to try and rectify this unacceptable process. This entire situation has been beyond frustrating and even cost me a significant amount of money - as now I have to have everything dry cleaned again so they can be restored to the previous condition they left my home in - and not the wrinkled mistreated disaster they are now. I used to have shoes stacked neatly in their original boxes - now I will have a pile on the floor, that aren't nearly as valuable to others in the secondhand marketplace without their original packaging. What a horrific mess of a company, and absolutely shameful lack of basic decency in the way they treat consignors. What a horrific and dishonest and costly experience. Their so called luxury "experts" clearly are anything but - they didn't even translate Italian, French and UK sizing properly to American sizes. What a joke. An expensive, time consuming, personal property damaging joke. Disgusting. Unfortunate, as they used to be pretty good when they first started and opened their store in NYC. Downhill from there it seems.