The RealRealReviews 5,323

First time shopper with therealreal.com. Order placed 8/27. No updates on shipping status for 3 days. Called today and was told that they are having problems locating the item in their warehouse and said she would update me by end of day today. No updates received. Attempting to cancel and requested refund and told all sales final (because was on sale)! Louis Vuitton wallet. Beyond ridiculous. She could have cared less. Charged for a product never received!

I first made a small purchase of a cross body bag to test the waters, and it was a very good experience, I then made another purchase of a little more value, pretty much that same. When my girlfriend decided jump on board to make a large more expensive purchase, what a disappointment, the Bag looked nothing like what was in the picture, and in the description it stated that the bag was in very good condition with minor creases. The bag I received was a little more worn than i expected. When i complained, in contrast to their no return policy, they accepted my return and gave us a full refund. I will be a returning customer.

I was really excited about this site and bought several items, and then... I received a pair of fake Tiffany earrings. I let the site know... sent photos etc. but they hotlydenied it, saying how hard they work to authenticate. Really? I have a real pair of the same earrings and Ray Charles could tell the difference. And then to return them, ew boy, what a ridiculously rigorous process. I said, 'forget it' and gave them away. Won't be buying anything from therealreal.com ever again. Burn me once...

Ok after making a first time purchase with the brand I'm extremely disappointed. I ordered a pair of Christian Louboutin believing the site with size being half size smaller. Not true it is a full size smaller and with shoe final sale there is nothing for me to do but sell them, adviced by staff. Now reading reviews I don't trust the brand with the shoe they sold me. Don't think its a good idea. Buyers beware of the product you buy or end up like me, having to sell item on eBay. Beware of the information on your product. Do your research.

Been consigning and buying from TheRealReal for awhile without issues. Until my latest purchase from them. Opal/diamond ring. Once received diamonds looked a bit too bright and perfect looking, something more like CZ or Moissanite. I finally took it local jeweler and sure enough, diamonds turned out to be synthetic/lab created! I am in disbelief. The description on their site and their valuation report that came with the ring all state that these are 1.93 carats of diamonds that are near colorless and are SI-SI2... synthetic diamonds do not have these characteristic as they are flawless/perfectly clear. How their on-staff gemologist examined and valuated synthetic stuff for real? This is shocking and now i am wondering about rest of my diamond jewelry purchased from them! After a call to them and explaining the situation no apologies were followed and just dry voice about initiating a return. Just wow.

After sending items in, I received an email stating that my cosignement has been completed. So I check my account, my authentic purse and shoes (I know they are authentic as I bought them straight from a reputable store), are "Not accepted". I can understand that, HOWEVER they are not shipping them back to me. So now I'm out some very expensive items and continue to get the run around as to a-where my stuff is and b-what the hell happened.

UPDATE - A customer service representative did finally reach out to me to communicate what happened.
I do, however, stand by my review as it should not take a negative review for a company to properly communicate with their customers.

2nd UPDATE - 10 days later, I'm still waiting for tracking information on my consignment items. Honestly-this store is not worth your time, energy or frustration.

Like that it provides an easy platform for consignment. I've sent my items to them, it was easy to track activities. I've never bought anything on there so I can't comment on the buyers' side. However I'm deleting my account at the realreal permanently because of their poor customer service. Not only did they give me wrong information, miscommunicate internally, and gave me attitude on the phone, they never solved my problem after many email back and forth and phone calls. (not receiving my commission, which is, one could argue the single biggest issue an consignor could have). For a company that relies on consignors to provide their inventory, I'd say this is a miss as a business. Having raised $170 M in total, investors clearly have faith in it. Competitions are already popping up (ThredUp is launching Luxe). The business model doesn't have anything unique to it. In this day and age it's the customer experience that distinguishes good and bad. I will not be a consignor at the realreal, and will not recommend any friends to be.

Update: on the day I wrote this review, the realreal contacted me and sent a check the same day. I appreciate that it was resolved with urgency. However, it should not have taken a negative review online to have it resolved. There could be many reasons why things didn't work as expected. But it is not a customer's responsibility to figure it out. The customer service did not resolve with urgency, did not care if the info was accurate, and the last call I had I received some bad attitude. That, unfortunately is not a business I want to work with. I'd be concerned that if anything were to go wrong again I'd have to deal with the customer service. You are a dealer in the luxury business, figure out how to have luxury customer service. Read a case study or two on Nordstrom, you might learn something about how to have lasting success in the retail world.

I have used many high end consignor services before and by far, therealreal is the "real" worst. They lost my designer shoes and took more than 3 weeks to even notice. When I asked them to work with Fedex, they claim that since they can't issue payment that it's better that I do. Really? For the insane commission they charge and the value that they've driven off of my high end items, they can't work out the issues with their shipper? By the way, if you ever tried to contact them on consignment, you have to use their dedicated number because in this day and age of technology, they can't re-direct you. So if you want to be treated badly for being a loyal customer, definitely try out realreal!

I'm an avid shopper and extremely well versed when it comes to resale and Therealreal has some of the best pricing I've been able to find when it comes to high end resale, I always find ridiculous bargains.

It's true that as consignor you probably wouldn't make as much money selling it yourself but with a caveat, if you sell it successfully without all the problems that could occur. I used to try to sell on ebay and it was hassle having to take pictures, filling out a ton of info for the listing and dealing with weirdos (there are nice normal people who on there but there are also people who are ridiculous- asking strange questions and making strange demands) Plus Ebays policy makes it really easy for scammers to take your stuff. With that in mind it's well worth it for me to sacrifice some of my earnings to have someone else deal with it.

To be honest I have not used the realreal frequently since I don't shop high end as much as I used to but I had an issue which I created and customer service got back to me within less than a day and helped me out as a courtesy which I really appreciated so so far they've been super fast and responsive.

This company is out to fleece the seller. As a new seller I sent them one pair of never worn (except once in my home) Jimmy Choo shoes, with the bag, box and even the tissue paper marked Jimmy Choo and they sold them for WAY LESS than they are worth. Along with that, I had sent them a pair of SF's and not only did they sell for way less, they also applied some 'discount' to the buyer and therefore are taking even MORE money out of my pocket. They did not see my approval for a discount nor did they communicate these terms once they received my items. They will post for whatever they want, discount as much as they want and you plainly, stuck. There are MUCH BETTER services than TheFakeFakeScamScam.com and I encourage you to take the time to research those before selling anything with this 'company'. I know I have learned a very valuable lesson.

I was in the fashion business for years dealing with some highend designers and stores. This is where I learned about this site. I even know of a highend department store that recommends this site for their customers to consign the items they no longer want so they can buy new ones from them. Sometimes an A list celebrity will sell items here and give the money to their favorite charity. I would never, ever buy a high end item anywhere else on line that wasn't directly from the designer or a well established retailer (I'm talking about you, famous site that starts with an "e") I have seen amazing counterfeits of shoes, bags and jewelry that come complete with boxes, dust bags, authenticity cards, etc... The only downside about this site is that for some reason all sales on handbags are final, but you can return clothes, shoes, jewelry etc. for a refund, not just a site credit like some others. I have asked about this, and they say it's because they don't want someone to use the bag and then return it, but all they have to do is put a large tag on it that you can't remove unless you keep it (?!) So be very careful going over all the photos of the bags, measurements, etc. I will say however, I did buy one bag a few years ago that I didn't feel was described correctly regarding the condition, and they did take it back, but this is rare.
If you have champagne taste, but not the budget, this place is a goldmine.

I ordered a Bulgari ring on July 16. My card was charged $2606. 95 on the 16th. I received confirmation and shipment notification. I was very excited to receive the shipment yesterday, but was bewildered when the box arrived as it was battered and was also quite light. When I opened the box, there was only the paper work inside. No ring! I was a bit in shock, called The Real Real and reported the issue, and was told that an investigation would be initiated with FedEx and if the ring is found, it would be delivered. I expressed that this is not satisfactory and that I would like to speak with a manager as the onus is not on me but an issue between The Real Real and FedEx. I also emailed customer service expressing my desire to speak with management and sent photos of the damaged box. I am very disappointed in the complete lack of customer service and management's lack of taking care of a repeat customer. I have disputed the charge with Amex and still have not heard from management.