The RealRealReviews 5,323

I sent a diamond bangle bracelet by a high-end designer. I know it was authentic because I bought it directly from the designer. It retailed at $15,000.00 The RealReal sold it for only $1,300.00 It had over 15 carats of diamonds in it. Whoever bought it turned around and put it on ebay for $7,000 and sold it immediately. I am out thousands of dollars. Do not send your fine jewelry there!

I've ordered once from TheRealReal and was generally happy with my purchase. The item was beautiful and a good price. I don't really like how they charge $12 for shipping that takes a week. But like I said, what I got was a good price so I suppose it balances out. I took off one star (and debated taking off two) for their incredibly strange customer service. I corresponded with a seller on another site who said they sent an item I was interested in off to TheRealReal. I didn't see it up on the site, so I emailed to ask when it might be. The agent that responded to me did so in a way that was muddled and badly written. Basically they told me that they didn't really know of the item, but "if" the item was in their inventory, it would be on the site soon, but only "if" it was in their inventory... Okay, so if you are prevented from revealing merchandise before it is up on the site, just tell me that. I wasn't really satisfied with that response, so when TRR emailed to ask what I thought of their service, I said I wasn't really happy with the answer I got as it was vague and unhelpful. To my surprise, the same agent that I was referring to sent me an email in response about how they did their best and shouldn't have received a bad rating. What company asks customers how they feel about the service and sends that feedback directly to the person who helped them? That's incredibly strange and deceptive. They asked for my feedback for the purposes of improving their practices, not so that I would be harassed by the very agent I critiqued. I've never, ever had a company do this. It made me uncomfortable to say the very least. I really hope TheRealReal does not consistently forward feedback ABOUT customer service to the same agents providing it. **UPDATE** I received a nice apology from them after writing this review. Additionally, I learned that the seller that had told me they had sent the item to TRR had foolishly not done so and told me so anyway. Still, I do think it was strange that they forwarded my feedback to the woman. I'm not nearly as upset about the situation since they never had the item to begin with.

Had tried to consign a dozen of pricey items with them, after a week or so I got their listing prices ( they were extremely low) and also they had listed one of the item as the wrong one ( mine was a 2000 dollars more expensive model) and I saw that it made me uneasy and asked for my items back. The lady on the phone tells me its going to take at least 6 weeks because they have a backlog at their warehouse, 10 weeks later here I am still dealing with them because they only shipped me a part of my items. Just spoke with one their customer service now for the 100th time and she was so rude and nasty and couldnt care less. She tells me almost 3 months later that there is still a backlog at their warehouse ( seems to be a generic excuse for all their $#*! ups and keeping your things hostage basically). Apparently it is extremely hard for them to reach their shipping department. I am lost, with that on top of it all, the girl on the phone spoke to me like I was a little girl. This pure insanity. Just beware of what youre getting yourself into if you decide to deal with them.

Back in 9/26/2017, I cosigned with TRR for the first time believing they'll be a trust-able site to send all my stuff (28 items including two of my wedding dresses). They process 21 of them and said will send the 7 items that they don't accept back to me in 4-6 weeks.

I waited, till mid November. The tracking number shows up on my account. I follow the tracking and find that the destination address was wrong. I immediately call the customer service and they told me that's there system issue which gives out wrong tracking number as the shipment is actually going back to their warehouse. He told me the items will be send back to me once it arrives to the warehouse.

I waited another two weeks (12/3), nothing happened. I called again, he said it was attempted to the address on the account but no one answer the door. Which I found suspicious since he's unable to provide me the tracking number for the shipment whatsoever. He said he'll remove the signature required and submit the return shipment request for me again.

In the beginning of January 2018, I send an email to the Client relation group regarding my disappointment on their service. She replied me saying the delays are due to the holiday season and she'll provide me a tracking in two days. A week passed, I never heard from her again. No tracking is provided or any emails explaining what happened.

I called the customer service again. The girl told me there's no request ever being made on my account. And she'll submit the request for me again. There's no phone at the warehouse that anyone can call to confirm if my stuff still there. No manager or anyone above her to talk to regarding my issue. Basically there's nothing I can do other than believing her saying 'I will submit a request for you'. There's no request number I can mark down and she wouldn't even provide me her last name.

WORST EXPERIENCE EVER! As how big this company seems like, they're so unorganized and irresponsible to their customers. Think twice before you consign or by anything from them since they might just take your stuff and never give it back to you.

Ever since I discovered TheRealReal I have been ordering non-stop. I liked the idea of sustainability in clothes and have been generally happy with my orders. I did have one "Prada" dress that I found odd (cheap polyester material, tag said made in China...) but I let it be and gave them the benefit of the doubt since all the other clothes I ordered from them were authentic. But I was so disappointed when I was browsing their site last week and saw the EXACT dress but this time it was "TIBI" (and much cheaper). I emailed them with photos but as of now they have not replied.

So-This is my second negative review of The Real Real. I placed 2 orders before the first arrived. One was for a 6k pair if sconces that arrived damaged as they were not properly packed BUT NOW I received my second order which was for an end table that arrived without the tops. In theory this company could be great-in reality its a JOKE. I mean I spent 7k in December with them and have had Real Real problems with both of my orders. Never again...

I have previously purchased two jewelry items from TRR. I was looking forward to purchasing a Louis Vuitton purse. I knew handbags were final sale, so I was careful to choose one that was described as being in very good condition. However, when the purse arrived it had bite marks on the leather handles, presumably from a cat, also possibly from a rat in storage... yuck! Inside, there was a hole the size of a nickel. I would suggest the bag should have been discribed as in fair condition and these flaws should have been mentioned in the description. If I had known, I would have spent my money on something else. When shopping pre-owned final sale online, it is so important to be able to trust the description provided. I had been very excited about TRR and had recommended it to friends, now Im not so sure I will be shopping with them any more

***UPDATE*** they are allowing me to return the item for a refund.

I have ordered several times from TRR and have liked most of what I purchased (although some items that were described as pants were leggings and I didn't need another set of black leggings). However, I am frustrated with the shipping process which takes forever. This order has been the worse. I ordered my items three weeks ago. Still not shipped, and the website shows my items as listed for sale. I have sent one email after patiently waiting for shipping to happen, and still no response. Not satisfied. I had considered purchasing a few more items, but am waiting until the company finally gets the items I paid for out the door or refunded.

Very bad experience as first time customer with The Real Real. The item purchased supposed to be the Christmas present for my wife, I bought her the Chanel Sandals that apparently was out of season in the shop, so I managed to found one with her size at your website and I immediately purchased thinking that it will be a good Christmas present for her, after waiting for more than 1 month, missing the christmas the item finally arrived. Unfortunately, the item was not the Chanel Sandal that I purchased instead it is someone else shoes. I tried to call Customer Service and managed to spoke with one agent and promise to relocate the item and follow up immediately, unfortunately until now I have not received my item and no follow up since from TRR. Very disappointed and demand my item or full refund on my purchase.

My jaw is dropping reading the negative reviews. First off, most handbags ARE NOT FINAL SALE! If an item is priced 50 percent or below retail, it will be final sale. Read the policy on each item. Its clearly marked. Secondly, regarding fakes, I dont believe it for a moment. TheRealReal wouldnt stay in business if they were selling fakes. I have bought and sold literally THOUSANDS of dollars worth of merch from TRR and have never, ever had an issue. I find them to be fair and professional. Their merchandise is always clearly described. In fact, I find them to be very conservative in rating their items. Things I have purchased that were described as very good have been in excellent condition. Not damaged in any way. I will continue to do business with TRR without any hesitation.

I placed an order for a Chanel compact wallet; however, I received what appears to be a Chanel card holder-significantly smaller and cheaper than the item I ordered and paid for. I contacted customer service and was told they would send me a RMA and request the correct item be shipped overnight. However, I have not been able to receive confirmation of the request- there seems to be no sense of urgency to remedy TRRs mistake. I have sent several follow-up emails in hopes of resolving the issue prior to Christmas; however, I have received no response.

I am one of those once satisfied customers who bought many items from TRR. I was, for the most part, really happy with the company. However, over Thanksgiving weekend they ran a site promotion that with a certain $ level of purchase you would earn a site credit depending on the level of money spent. I purchased a ring for $1200 with the promise of a $250 credit that would be awarded to me a few weeks later (12/15). Never happened. Contacted customer service more than a few times and only got crickets (as in nothing). Then it dawned on me that this is not the first time that they promised me a credit and I had to contact them because I had never received it. The difference being that in the past they did come through with a response. Guess I'm done with TRR.

UPDATE- Thank you sitejabber. This review got me a quick response and also my $250 credit from TRR. I must say that this is the only issue (credits.) that I have had with this company. I have purchased LV, Tiffany, etc and have not, as far as I can tell, received anything that was not authentic. I actually like the idea of 'recycling' classics and prefer a lot of these items mostly broken in/ more affordable. I hope that they can up their customer service game however. Thanks again Sitejabber.

I have purchased many items from the Real Real over the past year and received stellar customer service. In fact, my reservations about purchasing online resale dissipated with each additional positive experience.
I ordered a Prada shoe in size 38.5 (my first Prada but I have several other high end European brands and wear 38.5/8.5 US). When they arrived they were gorgeous! Loved them! But they fit like an 8 (despite their online sizing chart stating that 38.5 is equal to an 8.5-9 U.S.) I called to explain my experience and request prepaid return shipping ($11.95). I also asked them to include the sizing difference in the listing (for example, "fits like an 8") to inform future interested buyers & help them avoid shipping costs for no reason. I was told they would add my comments to my account?
I called back a second time, thinking I may have been misunderstood? While she was very nice, she said they have no way to know the condition of the shoe since it was preowned, and that it could be larger or smaller, depending on what the original owner has done to it. I was stunned. That is a buy-at-your-own risk policy... not at all consistent with their claims to go to great lengths to verify and authenticate merchandise.
$11.95 would have retained a frequent, loyal buyer. Instead, I will not be making future purchases, nor will I be recommending their site for purchases or consignment.
Very disappointing.
UPDATE: 12/23/17
A Real Real rep contacted me after writing this review and offered to credit my account for the return shipping. It is much appreciated!

We have ordered 6 items within the last week and quality, service and price proportionate to each item was great! I didn't see the overall reviews prior to our purchases but it wouldn't have swayed my thoughts. Reason being, studies show that unhappy consumers post 100 times more than happy consumers. In saying that, I would recommend that you use your best judgement when determining your threshold for spending on an item and give TRR an opportunity to earn your business! I am glad that we did!

My order arrived very fast (I live in Asia and I received my purchase in 4 days) and the item was perfect, in excellent condition, even better than I expected. Everything was perfect! I strongly recommand the Realreal

Worst worst! TRR price my brand new braned item at 15 dollar and i got 4.5 dollars, wortb a cup of coffee