The RealReal

I purchased an expensive Louis Vuitton bag. Was supposed to be ‘real' in excellent condition with no signs of wear. Product was not real! No numbered tag inside and they put a fake paper number in the pocket for the wrong style, (Louis does not do this at all). Tear by the zipper and stained inside. On a good note. Even though it was a non refundable purchase the proof was in the photos and they fully refunded me when I returned the bag. Excellent customer service but you need to know what you are looking for.

I like the experience of shopping at The Real Real and being a consignor, but they claim items will be shipped the day following your order and arrive in 3-5 business days. After placing multiple orders recently, this is false. Orders take 9 days on average, which is annoying when you expect something in 5 days, and gives you a shortened window to request a return. For the cost of shipping, orders should arrive on time. It's really frustrating and I don't think I will order from TRR again, especially since it's the day after my order and of course it hasn't been shipped… TRR: either fulfillment needs to be sped up, the shipping cost reduced or the website updated to accurately post shipping times (preferably the first two)!

I've had decent luck with purchases, but not great. It's been 50/50. I recently received a pair of Prada boots that I loved until the heel crumbled in my hand due to being so old. The good thing is that they accepted the return though I was 2 days out of my window, but they looked great when I inspected them. I only noticed the heel when I moved them in my closet. Unfortunately, a third of my refund was store credit. As a seller, my Manolos sold for $135 and I am getting $40 of that, oh wait, $30, because since the sites direct deposit system isn't compatible with my bank, there will be a $10 processing fee to mail me a check.

The positive: it was packaged nicely

The negative: bought vintage rolex and wasn't working but the email I got said it met time keeping standards (which apparently different than the watch actually working. In the heart of covid, I was told to take it to my local jeweler... they were sending out watches. They offered $75 refund for my trouble... dec 14 watch goes out to be repaired to the tune of $1000... stick to buying shoes from here. Very disappointed...

I purchased a pair of Golden Goose shoes that were stated as very good condition with only wear to soles. Upon receipt both suede toe beds were scuffed. I asked for a 15% credit and they refused. I wanted the shoes but requested the price to reflect true condition. Returning today.

I love the idea of TRR, but the execution is poor. The return policy is garbage and not at all clearly dictated, shipping is overpriced and crazy slow (currently waiting on an order I purchased over a week ago to ship after paying $12 shipping), and the price of items is all over the place. I often find the exact same item in the same condition at three wildly different prices. I keep shopping TRR not because it's great, but because there isn't really another option.

I have been waiting on a pair of boots that were supposed to be returned for 3 months. I have sent 7 emails and have been told they are either on their way back to me or someone is investigating and will get back to me in 7 days. It is infuriating. Also, every time I sell and am told I will get $100 credit I have to follow up with multiple emails and practically beg that it is added to my account. Customer service used to be much better. I have noticed a huge decline.

I referred Someone and I asked to get the cash instead of the real real credit. I was given the credit by accident in which they said they will reverse it. One month later they respond they can not reverse it and I will Have to use as a credit. Really annoying. To top it off I purchased some items that were not returnable and didn't fit. Not a happy camper about this.

I recently found out that a bracelet I bought from therealreal was not gold but stainless steel. It does not take a rocket scientist to determine gold from steel. Gold is not like designer wear. I had the bracelet over a year and was informed by a local pawn shop jeweler that it was not gold. He did not even get closer than 5 feet when he saw it. I found another one at TRR with same retail priceand same brand but 18k like mine was supposed to be. Therealreal(TRR) is refusing to exchange it by buying that bracele for me. They are telling me either they send it back to me and I eat it or I have to accept what I paid for it. I paid a 40% discount for their inability to sell it and with earned credits and spent a lot of time looking for a good deal. I lose all that. How much confidence can you have that something is real when they can't tell steel from gold? Oh and when you sell anything under a price of 100 dollars you only get 30%. But you are told that you saved so many liters of water for keeping designer stuff and 14k plus gold jewelry from the dumps. Who throws that stuff out anyway? Where do they think the water goes, out in space? Did they not violate a contract with me by selling fraudulent merchandise in a bait and switch? I mean they are called the realreal!

They are bullies and do not care about their clients whether you're selling or buying. The fact of that their salespeople are calling to ask you for more merchandise to consign while you're in a middle of a dispute with them proves how poorly managed the operation is! I will never consign with them again nor will several of my friends who have been treated poorly.

The Ralph Lauren lamps for sale under "home" for hundreds of dollars? I bought the same ones for $49 at TJMAXX. Same with increasing amounts of merchandise; these are not luxury goods, but stuff somebody found on sale at Nordstrom's Rack and are now being re-sold at a higher price by TRR. The collectables crap filling up the site, and the candles? BAD judgements. Looking more like a yard sale than a luxury store.

I have ordered quite a few items recently. Sometimes the shipping takes very long. Also, items are listed as new with tags but come with tags from a totally different item. Others come with no tags at all and are clearly used. Also very dissapointed to be charged extra shipping costs by UPS (outside of import duties) due to wrongly weighed items. Will contact costumer support and don't know if I will purchase again.

Part of my purchase is not here yet.
I feel desperate because it's impossible to talk to customers people, they hardly ever answer the phone and there's NO WAY to know what's going on with my purchase.

I bought my items on black Friday on a deal that gave buyers 40 dollars in site credit if they spent $250 and bought 4 tops. The first part of the order came and one of the sweaters had a small sized rip in the back. I contacted them about this and they offered a 12 dollar site credit or a free return. I took the site credit because if I returned it, I would have lost the sale credit too and not really have gotten my money back. Then the last part of the order came and the other sweater had a hole where the
Bottom part of the button should be. I don't think I can even replace the button snap either because it is a vintage Versace button. I didn't bother contacting this time for another $12. The sizing was accurate but the conditions of the items were way off, especially for the price, and since the two in bad condition were by far the most expensive of the order.

No service whatsoever. You are now functioning like an AI disconnected from the client. Giving room for the competition to grow.

I sent a box of items to TRR for consignment - Jewelry, high end designer shoes, and bags. They received the box, many of the items are actually up on the site, some have even sold - but they can't seem to locate my consignment in their system and account for all my items. After weeks of requests for an update I haven't received a resolution. They can't seem to connect the items on the site to my consignment account and They simply are unable to give me an answer as to what happened to my items. Unbelievably disappointing. I've attached a photo of a ring I sent to the rep at The Real Real (this is just one example of what's happened to me). Two of the three bands are up on the site, but one has just gone missing. None of the items I sent in have been assigned to me as the consignor, so even as the pieces are sold, I am not receiving my commission. Please think twice before you ship items to this site. There is no guarantee that you will ever see a dime of your money.

Originally RealReal was a great service; when you consigned they submitted prices for you to review and asked before discounting. Now they take or reject your items with no discussion, the same item and quality are priced differently on the site, things are incorrectly labeled as "with tags" but actually worn. Just not the same experience it was several years ago.

A lot of features such as saved searches, deleting items in your cart have become very wonky and slow. App used to be a lot better

After not receiving an item I ordered which I was told was delivered I contacted customer service on the Internet three times and received no real answer other than one that says we've received it and will get back to you in 24 hours
Then I called a number I found on the website and did actually speak to a person whom I could barely understand, who told me I would get a call from customer service to work things out. That never happened.

Because pictures aren't always great and because all clothes are made differently, you pay for the clothes just to look at/ feel them and try them on, which I have no real issue with. However, it's rather expensive to try them on since you're paying 11.95 to have them shipped and another 11.95 if they don't work out and you have to send them back. Almost $24 just to try something on? That's a bit excessive.

The Real Real has an option to obsess an item. The problem is that items that you have obsessed that are still available for sale simply disappear from your obsessions so you can't see them, so it is not very reliable. I have brought it to the attention of their IT twice but it appears beyond their capabilities. What is utterly crazy about this is that TRR sends me emails saying, "Your obsessions are going" on items I obsessed; however, the website does not even allow me to pull these up in my obsessions. Lol. See attached. Apparently TRR can pull up items I obsessed that I can't even pull up in my obsessions.

I ordered overnight shipping or 2-day shipping for my last 3 or 4 orders and nothing ever arrives on time. I was also a few hours late after my window closed for a return and I emailed someone to request and cash refund and they would it give me anything but a store credit. After years of loyal purchasing, this left a very bad taste in my mouth. I will definitely think twice about continuing my relationship with TRR

I purchased an inexpensive purse and wallet. I had been looking at much more expensive ones, but decided to "try out" the website with something less costly. Glad I did. Shipping info showed the wallet had shipped, but not the purse. The purse shows up... NOT the wallet. I waited to see if it would arrive. Nope. There were many "text" sessions with several different people and getting nowhere. After a week I got a hold of someone who told me the wallet is shipped. I sent them a picture of my purse in my hand and told them I HAVE the purse, where is the wallet? After threatening to dispute the whole charge with my credit card company, I was given a refund for the wallet. They admitted they are having some "inventory issues." Lovely! So glad I didn't purchase the $2500 bag I was originally looking at! Buyer beware!