I've ordered about five things, and so far all my orders have arrived just as described and an even better condition than usually described. Which is great because a lot of other resale sites I've used have been the opposite. I will keep using the real real!
I ordered Gucci vintage driving loafers. Size 6. They arrived in about a size 7.5 and are absolutely fake. I know because I have an old actual Gucci pair of the same shoes. I paid $275.00 for them. I texted customer service and after a lengthy exchange, I was texted that a rep would contact me. When I looked at my account it said non-returnable. Noone contacted me.
BEWARE
If you want fast customer service and service without any run around this isn't for you. It also takes awhile to receive your credits or commissions but if you're not in a rush it's okay. They have said things I've sent are not authentic when they are and they're descriptions have been inaccurate on items I have purchased. It should probably be a two or three star but I feel bad doing that so I'm putting a four star for courtesy because I hope they learn that. Courtesy.
They assign you a concierge, who meets with you and seems lovely and tells you everything takes 2 to 3 weeks. I handover about $20,000 in merchandise to her, and now almost 7 weeks later, most of the material still has not appeared on the website. They sold a pair of shoes, brand new, that retails for $545 and had clearly never been worn, for $125. My take of that was $50. Not impressed
Sold items on The Realreal since 2018 and was overall satisfied until 2022 when Consignor services, pricing, and condition evaluation's became very very inconsistent. Communication this year on my new listings is completely nonexistent and the pricing is terrible! Here's an example of my Gucci loafers in very good condition, listed as good condition and priced way too low. Of course they sold immediately, the first day. There is no longer anyone to talk to if you have an issue with your consignment items. It's all texting to a bot and is very time consuming. And Consignor specialist finally emailed me back after several days and its been too little too late. This is definitely the last consignment I'm doing. I'm asking for a few items to be returned to me.
Ordered a few designer jeans and a top. Label was cut out in one of the jeans, descriptions and colors were way off... TERRIBLE quality... NO returns...
Customer service impossible to get hold of. I only wonder what happen if someone would spend big dollars for their watches and jewelry.
STAY AWAY...
I have purchased many many items and they arrive on a timely basis and are as described... returns are easy... although they do take longer to process your return than some of the other sites... communication is good as on 3 occasions my purchases were no longer available however I was notified right away
She was kind patient knowledgeable and friendly made my experience very easy and enjoyable. She was much better than the people I have dealt with in the past. I have no idea what else you want me to say this 100 word thing is really annoying deters me from wanting to do a review
Hi Alexandra,
We thank you for sharing your experience. We are glad that you enjoyed the service you received.
We appreciate your business and look forward to you shopping with us again soon!
Clothes are described very accurately on the website and I have always received what I have read in the descriptions. Shipping has always been very fast. Consignment is extremely simplified, friendly and fast. Orders for consignment and also buying are processed same day or next day. I've never had any delays with both. Customer Service had to correct the description of couple of consigned items and that was done immediately after I emailed them about the mistakes. Best site to shop!
My account was botched from the get go. I've been waiting for some very expensive watches to be returned to me and NOTHING is happening. No response. I receive a "as soon as possible" text back.
I was initially told 2-4 weeks to get returned, then 30 days, now today I'm told 2-6 weeks.
Hi Susan, we're sorry to hear your items have yet to be returned to you. We'd be more than happy to look into this -- DM us on social media with your consignor details and we'll assist you ASAP.
I've purchased several pieces and consigned with them as well. Always a great experience. Communication, ease of use, quality and professional all come to mind whe I thin of Real Real. Highly recommend!
I had consignment sales June and as of late August I have not been paid in spite of a half dozen calls to customer service. Every time I am told that I will see the funds transferred to my bank within 7-10 business days. Not true. Still no payment of almost a thousand dollars.
The RR has been doing it a while and no one does it better... from great clothes, to household items, shoes, bags and their customer service cannot be beat... why mess around with any other... the RR Rules...
Purchased Gucci sandals in April, sandals fell apart in August, contacted Real Real to give them a chance to fix problem, see attachment on their decision. Be aware and stay aware, once money made they care less about what happened afterwards.
I was disappointed and dissatisfied with the level of service and curt responses to my inquiry regarding why an item supposedly discounted at 20% was not calculating correctly. It's simple math, but seems totally incomprehensible to the agent.
Hi Frederick, we apologize our team was not able to assist you with your inquiry. Please reach out to us on social media so we can help.
Please don't deal with the real real. Customer Service seem to be run by 5 year olds that don't have a clue of what "Good Customer Service" is. They have had my diamond necklace for almost a month and I haven't seen it
Listed on the website yet. I have called six times and each time they say it will be listed today. I just hope I can get it back at this point.
Not trustworthy!
Items arrived beautifully packaged and in pristine condition.
If I have any criticism, it's that there isn't an ability to ask questions and darker blues and greens are not photographed in lighting that makes their true shades discernible
Everything I have experienced with the real real, customer service regarding questions about my order, shipping, customs and delivery, the website is very straight forward, however I did not receive some product verification certificates with my last purchase. I bought three items and only received one document for one of the bracelets. Otherwise I enjoy continuing to shop here! I love recycling materials!
I bought a pair of St Laurent Boots and they came super fast and were packaged exactly as you would expect if purchasing from a luxury retailer. Very happy with the description and presentation of my new shoes.
Recently, I have been experiencing issues where items are showing available for purchase, but when I click on them, they're already sold. It can be very frustrating especially when it's an item you would have loved to purchase.
Hi Melissa, we're sorry to hear you're experiencing this while shopping on our site. Please reach out to us at customerservice@therealreal.com with a bit more detail so we can look into this.
Overview
The RealReal has a rating of 2.4 stars from 5,311 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with The RealReal most frequently mention customer service, good condition and final sale. The RealReal ranks 9th among Discount Clothing sites.
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Company Representative
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hello Alyssa,
Thank you for your review.
We are happy to hear that the items you have purchased have exceeded your expectations.
We look forward to working with you in the future.