The RealReal

I purchased a beautiful pair of "final sale" new Ferragamo shoes online (not from TRR). When I received them, I couldn't wear them (bad bunions!) so I brought them to TRR. They were brand new $800 shoes. TRR took them, put them on their website for $115 (!) with the condition marked "very good." They were brand new! No one told me of the sale price or if I'd like the shoes returned to me because of the outrageously low pricing. Of course, they were sold immediately. My sale portion was $35 (again,!) less $10 to cut a check. I never asked for a check and it's a good thing I didn't because I never received any money. The check is in the mail?! Ha. I WILL NEVER DEAL WITH THIS OUTRAGEOUS, UNETHICAL COMPANY AGAIN.

Do not use this site to buy anything designer!
I just purchased a bag from there, it was a Celine bag. And I read the full description of all the marks on the bag. When the bag arrived, the front of it was full of marks, these marks were not visible in the photos. They obviously enhance the pictures. This means That when you are buying from them, they are essentially lying about the quality, and will refuse to give you a refund or your money back or allow a return. Now I'm stuck with a bag full of marks that were NOT in the photos or description. Such a scam.
Picture 1. From the site
Picture 2. In reality
Picture 3. Description that does NOT indicate marking on front
Date of experience: August 20,2024

Through browsing your selection, I know there's highly skilled staff selecting the most bougie pieces for our shopping experience. Thank you.

I discover new high quality brands through The RealReal. I think there's an opportunity to partner with other brands by reaching out to boutiques, and offering to sell hard to sell pieces on the site at MSRP, or at a slight discount. In the past, I've purchased things on RealReal, went to the brand site, and bought multiple pieces there because I felt comfortable with their sizing.

Because the site offers sizing in inches, I've never had to return a piece. I wish there was an option to filter pieces based on inches. That's the main reason I choose The RealReal when I buy online.

There's potential for the company to gain a huge following because of this unique feature that brings standardization of sizing across different brands. But it comes at a cost because it does take more manpower to measure each piece. I feel the benefits outweigh the costs because no other site offers this service.

I wanted to sell some items on The RealReal so they sent a representative to my house to pick up the items they sold the items three months ago. I still have not been paid. I've tried to contact them via telephone. All I can do is instant message them, they promised me 12 different times that the money was going to be deposited. It still has not been deposited as of now.
$2800 commission due to me and I have not received one penny
This company is a joke. Don't waste your time or aggravation with them.

BEWARE! I have been dealing with the Real Real for 11 days about a $2000 Balmain blazer I sent to them to sell that I bought from them. After countless days of waiting, phone calls, emails (that go unanswered) and customer service chat line, no one can give me the truth. I used their provided UPS label and got confirmation it arrived and was signed for on July 8th. It is now the 19th and the Real Real is clueless. And customer service is a joke. They lost the blazer, cannot find it, and are trying to buy a few more days to "locate" it. I was a repeat customer. Not anymore.

Terrible Customer Service. I'm so disappointed in TRR. I purchased a cashmere sweater and it arrived with a hole in the sleeve, and yes, they were prompt to refund the cost of the garment. However, they outright refused to cover the shipping. As I live in Australia, I explained that means I now have to pay US$50 to replace it. After much discourse they credited me US$25, but that still doesn't cover the shipping. Also, it became evident that the person I was dealing with wasn't even bothering to read my input to the discussion. Not Happy Jan!

If you are thinking of purchasing something with The Real Real, please reconsider. I purchased an item and was told over a week later (after many phone calls and emails) that the item I paid for was being sent to somebody else.

No updated and I am still waiting on a refund. Absolutely ridiculous. Stay away from this poor excuse of a website.

It's a scam business when you want to sell with them, don't ever do that. They take your item out of your hand for peanuts. At first they give you an acceptable price but this price is not what they put on their site but much less. Then they give discount 20% and sell it for 10% of what they agreed with you. A Christian Dior bag that they estimated at $1600, sold it at $252 😒 unbelievable. Such a company should not be dealt with as they are crooks, don't buy or sell with them.

Horribly useless customer service! No help, no knowledge! Very bad shipping! Can't find my package, can't explain where it is and when I can get my purchase. Two days I try to figured what is going on with my package. Waist of time! Unprofessional people!

Sent in a long list of consignments in May and was told that I would be paid by July 15th, 18th and 21st by different CSR's with TRR and now here it is July 21st no payment. And the commission payment for May alone was nearly $2,000. I send all the consignments and now the consignor will not return my call! Stay far away from TRR!

Item arrived damaged again!
Not as described, measurements were not accurate at all and listing had one picture only! Waste of time to return, customer service is poor to non-existent... TOO MANY discrepancies!
Authenticity questionable.

I submitted a number of Louis Vuitton items to TheRealReal, including a limited edition Louis Vuitton briefcase which cost me $6,500. The briefcase was rejected--because their apparent 'brand experts in Louis Vuitton' didn't know how to open it (which only required sliding a button)! Without contacting me, they sent it back. It came back in a totally ripped open, bashed up box which UPS had taped together! See photos. No bubble wrap; no other protection except some flimsy pouch. To make matters worse, I immediately called and talked to my 'relationship manager'--and he committed to have all my other matching items (a roller suitcase, a watch case, a toiletry back, a passport cover--an entire set of the same type of LV items) returned to me. Then, four days letter, I get a notification that one of these items has sold! Horrible horrible experience.

My return package of 5 items worth $1600 went missing at UPS. The Real Real needs to file a trace request with UPS, and they simply don't care enough to do it! It's like beating your head against the wall - they just send you to the lowest level "associate" who does his best to get you to shut up and go away. I am out all this money and it might as well have been flushed down the toilet - there is no redress! Do business with these people at your own risk.

For last few consignments I had to contact support because of items not recorded as received, wrong descriptions, etc. the quality of service dropped significantly but I had decided to give them one more chance.
BIG Mistake!
My account manager (Jen M) sent me a label to send in my jewelry for consignment to their luxury consignment office in LA. Package gets delivered but now they cannot find it. I reached out to Jen - several times. No acknowledgement. This is beyond disappointing.

If only I could give negative minus 5 stars. Buy at your own risk. They won't respond if there is a problem with the items. Waiting for over a week for a response regarding an item received with tears and not wearable. Offered 11.99 credit for something that cost 150 plus 50 postage.

Measurements off from posted description by 3-4 inches for several items. I selected my currency and was (over)charged in the wrong currency. Customer service had no idea, did not help. Poorly trained staff, incompetence, deception. Had to file a charge complaint with credit card company. Now, I am noticing many many complaints by sellers and buyers. Won't buy again or invest in this company. This can't last as this rate.

They have grown to the point were authenticity is no longer true. And forget about customer service. The telephone line doesn't answer. Emails get you nowhere as do Chats. I've been waiting a month for a refund on an obvious fake and still haven't received anything. The frustration in repeatedly reaching out through email and chat only to get nowhere is not worth it. Save your tile and money.

I ordered under the guise of thinking I was ordering from Canada since I had to select Canada upon entering the site. I tried to email them immediately to cancel but received an email saying they won't respond for 3 to 5 days which makes it obviously too late. I then tried to call them and there was no answer. I also found out that with their exorbitant shipping fees, it doesn't include duty. Every other business allows you to cancel if it hasn't shipped yet. I'm so disappointed. Never again! And I plan on sharing this experience with everyone I know.

Buyer be ware. The real real will sell anything from their high end people who consign clothing to them. Including their worn out shoes, handbags and clothing. The problem comes in when it's listed in their real big sale. Because they falsely advertise these items and you can not return them. I find this a deceptive practice.

I have photos of such merchandise. I love to secret shop. That is not all they do. They can't get any sizing correct. Everything is way off. They are a one of the worst run companies I have ever shopped at and I have bought items everywhere.

I hope this review saves someone time and money.

After purchasing two pieces of luggage at over $1500 each both described as very good condition but showed up in unusable condition. One with the main zipper torn away on bottom side (bag can't close) the other the carry strap was chewed on (presumably by a pet) to the point it won't have held a load. The more disturbing part was both time attempts were made to hide the damage in the photos and even strategically setting up the bags to hide it on initial inspection. Which leads me to question are they actually inspecting the items or are they the ones being very dishonest.