The RealReal

The items being shipped to me via USPSwere determined to be missing more than two weeks ago and I still haven't received a refund from TRR.

I had heard about this new website so thought I would give it a try. I consigned once there and it went okay. But purchasing is a completely different thing. I started slow and purchased a Proenza wallet they said was in either very good or good condition. When I received it I cleaned with a gentle leather cleaner and all that came off was shoe polish. It then looked terrible. But, thinking maybe it was an anomaly I decided to start even smaller. Shopping the flash sales. So last night I start looking through things It was such a frustrating experience. They give you 20 minutes from the time you put the first thing in your cart (even as you add other things) and then you must make the purchase immediately. It's like $11 or $12 too. Kind of high. So I did purchase two things and continued shopping and bought another dress in the time span of about half an hour, paying an additional shipping charge as there is no way around it. Given that they market themselves a luxury website I thought I would call today and they would refund one of the shipping charges. In the order confirmation they sent me they even combined the two order confirmations in one email, although giving it different order numbers. So, as I called customer service today to explain the situation I was basically told that this is the way they run thier business and it's like a game. What? I tried to explain that luxury is not only about labels, but also the customer service experience he basically said too bad. It was such arrogance. I told him that within two miles of my house I have two luxury consignment stores where I can actually go in and try on and see actual condition of item without all of the hassle. He told me to not compare them to other businesses. He finally agreed to refund half of one of the shipping charges. But I don't remember him even taking down my name or order number. I'm glad I started small. It was such a ridiculously arrogant conversation, with no regard for the customer. He actually said that is how they make thier money is through shipping. So, I wonder how these larger brick and mortars who have the same split with consigning are making thier money? I will not be shopping here anymore if this is how they treat thier customers. There are too many other companies that do care to deal with this foolishness. All over $11.

It's safe to say that I am addicted to checking The RealReal daily to make sure I don't miss any pieces in my saved searches and I have had a lot of luck in finding beautiful pieces that I love and have been looking for. BUT I do have some qualms... (1) Shipping. There should definitely be free shipping over a certain amount plus, even more importantly, free shipping on returns. I stress free return shipping because (2) I have received several orders over the last few years where the piece I received was either not the correct size that was listed, not in the condition it was listed, or even hilariously, a different item altogether... how does this even happen? (3) There have been pieces on the site where they will say that the brand tag is missing, but the research wasn't done to get the designer right... i. e. Rachel Comey dress in Ulla Johnson. (4) I think detailed photos of the condition or a close-up of the fabric would assist sales - especially with final sale items. (5) All bags should not be final sale... I understand why they are but any bag over $500 should have more leniency in its commitment, no? So many times have I been in love with a bag in the $800-$1K range but I can't afford to purchase a second hand bag for that amount of money only to receive it and it not be the quality I had hoped without any detailed photos! (Maybe take some inspiration from ReBag here? Then again, they also allow returns on their bags). And lastly, the 20% off all the time with code 'REAL'? Why don't they just mark everything cheaper... we're not getting any deals... the 20% makes it closer to the price second hand clothing should be...

Mostly good products offered but when it is not so good, there is a selective policy of NOT RETURNABLE on certain items. Example, I bought my fourth LV bag, having already bought 2 LVs at the LV store directly. When I received the LOCKIT bag, I was so disappointed as its condition was only fit to be given to a thrift shop and claiming it on tax returns. The photos did not truly depict the bad condition of the bag. It was my second LV bag bought from RR. It will be my last purchase from RR. It is obvious management lacks wisdom in not allowing return of bag. This policy will mean a greater loss in the long run as I had also planned to be a consigner. There are other online consignment business like POSHMARK, their gracious services and customer friendly policy is the advantage they have over RR. I WILL NOT RECOMMEND buying from REAL REAL and will update friends/family to whom I had recommended RR to not buy from them because of their selective return policy--certain items are not RETURNABLE. Not to worry, I will block RR and they would have lost more than accepting a return which was to be immediately following receipt. I had planned to cosign an LV, Rolex, Mikimoto pearls I didn't hardly use and other items of note that I am tired of. Worst of all, when I asked to speak to a manager or supervisor, the representative told me there are NEVER any exceptionswhat a shame! A company is run that way. You may become bigger than big, but you could've been bigger. Ponder that for just 1 second!

After many communications with Real Real and sending appraisals and photos of a ring and watch, I received an estimated list price for my Jose Hess gold ring of $11,500 to $15,500, the information and photos I sent were reviewed by a Real Real gemologist. This estimated range was subject to the ring being consistent with the information provided in writing.

During the meeting in New York, gemologist Katie advised that, after her in person inspection of the ring - diamond(s) and gold, there were no scratches or other blemishes anywhere on the ring. I confirmed this several times with her during the meeting. She then advised that the list price she would recommend was somewhat over $6000. I was completely shocked and extremely disappointed. The only reason given for this much lower price was that the center diamond might be under 2 carats (the size listed on the paperwork I had provided was slightly over two carats).

First -- Real Real should have requested that I obtain a GIA appraisal before the meeting in New York, if this was to be a criteria of the pricing.
Second - Real Real should have made sure that my in person meeting was with the person who did the initial estimated appraisal.

Again, I was very disappointed in this process. I expected Real Real to be much more precise, professional and courteous of the time, efforts and factual understanding of a new consigner. I did have my Baume & Mercier watch with Real Real to list but, obviously, this piece of jewelry was a small part o the reason for meeting at the New York offices.

I do plan to obtain a GIA appraisal and communicate with Real Real once this is done. I do expect that the next part of this process will be handled much more respectfully than was part one.

Thank you,

Cheryl Vaught.