• The RealReal

The RealReal

Overview

The RealReal has a rating of 2.48 stars from 5,274 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about The RealReal most frequently mention customer service, good condition, and final sale problems. The RealReal ranks 5th among Discount Clothing sites.

  • Service
    574
  • Value
    550
  • Shipping
    516
  • Returns
    454
  • Quality
    496

Proactively asks for customer feedback

This company does not typically respond to reviews

Positive reviews (last 12 months): 9.6%
Positive
20
Neutral
8
Negative
180
590
See all photos

What reviewers want you to know

Positive highlights

  • Please offer the consumer some control for a more convenient shopping experience.
  • Lovely quality items, amazing choice, competitive prices

Critical highlights

  • The tone and attitude of the customer service team were dismissive and unprofessional.
  • I had to ask repeatedly for store credit because of the poor experience and they offered $25.
How would you rate The RealReal?
Top Positive Review

“Enjoy shopping here!”

T. T.
3/1/24

I really like a lot about real real. First, the webpage design is so efficient and easy, really very good. Best shopping web site around. Purchasing and returns are easy too. So much good! I do like shopping here more than selling. I see many listings that are posted incorrectly. Men's items in women's section, sweaters listed as blouses, incorrect descriptions. If you are selling, once your items are posted, I would recommend checking to make sure they are Listed correctly. The problem is, if item is posted wrong, a shoppers search won't find it and you will see the price dwindle because it is sitting for so long. Just check!

Top Critical Review

“Do Not sell on this site”

Rick G.
1/8/24

The Real Real took my items. My wife died and I thought it would be good to sell her purses. Many of them we bought overseas on vacations and spent a lot of money. They said they were unable to authenticate so because i complained they sent back the least expensive items keeping the expensive stuff for themselves. Telling me i need a receipt to get them back. They are mine not theirs. Scam Artist! Stay far away from them. They are evil...

Reviews (5,274)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (1180) store credit (55) shopping experience (79) return policy (79) credit card (60) quality items (47) quality products (24)
Thumbnail of user rickg814
1 review
43 helpful votes
January 8th, 2024

The Real Real took my items. My wife died and I thought it would be good to sell her purses. Many of them we bought overseas on vacations and spent a lot of money. They said they were unable to authenticate so because i complained they sent back the least expensive items keeping the expensive stuff for themselves. Telling me i need a receipt to get them back. They are mine not theirs. Scam Artist! Stay far away from them. They are evil...

Tip for consumers:
Stay away from The Real Real!

Products used:
selling purses

Thumbnail of user laratar86
1 review
3 helpful votes
March 4th, 2024

The worst customer service imaginable. They outsource to India, don't have "managers" you can speak to because apparently they don't take "calls", they don't want to help, and they are LIARS. Also, they don't know what profane language is, as I was told to not use profanities when I told them "this is the worst customer service ever"-never heard that one before lol I suppose that's what happens when you outsource to different countries instead of giving jobs to the millions in America who need work. Company went sooo downhill I'm shocked it hasn't shut down yet.

Thumbnail of user carolyns788
1 review
0 helpful votes
April 14th, 2021
Verified purchase

Overall happy with app and service but return window is too short for COVID times. Discourages me from buying because I am not confident I will be able to return in tome of o don't like it

Thumbnail of user deneenk2
1 review
2 helpful votes
May 18th, 2020
Verified purchase

Super responsive with shipping labels and customer service. However, it would be better if they did not charge for return shipping.

Thumbnail of user mkoukjia
1 review
6 helpful votes
March 1st, 2024

I sent several items to them and waited few weeks. I could see my items on their website but not in my roster. Called their customer care and they required photos of the items so they can find them. I have been going back and forth with them over this for a while now, and my most expensive items are still missing! Plus they are very pushy asking for more items to send them! The pricing is really bad! You end up getting peanuts on whatever they sell. I learned my lesson; never again! Scammers!

Service
Value
Shipping
Returns
Quality
Thumbnail of user celestel35
1 review
2 helpful votes
May 22nd, 2020
Verified purchase

My experiences with TRR have all been wonderful. Sometimes, shopping online can be difficult due to sizing issues, etc.
TRR staff are all quite understanding and ready to please with a suitable outcome. They have a wonderful marketing and customer service team to back up their merchandise. I am thrilled by most of my acquisitions and the available wardrobe choices!
Highly recommend doing business with TRR and enhancing your personal wardrobe the sustainable and intelligent way!

Thumbnail of user rebeccad814
2 reviews
6 helpful votes
July 11th, 2021

I bought my first Chloe bag, and the quality is amazing! The description mentioned why it received their rating of "very good", but you never know what it'll look like in person. It came with the auth. Cards, booklet, etc. and in beautiful condition! Super happy! Got a great deal on it since the color isn't sold in stores, but the bag still is. $639 for a $1400 bag! <3

Tip for consumers:
I ordered a Chanel from the RealReal in 2011, and was pretty disappointed with the way it was folded in storage (I’m assuming, since the bag always retained this shape). I heard similar stories as well. But this purchase totally changed my perception of the site! Blown away.
Shipping received a lower review due to shipping costs being a bit high. ($11), but was accurate with the delivery time.

Products used:
Chloe small Faye bag - dark green

Thumbnail of user historian209
1 review
2 helpful votes
March 2nd, 2024

In order to return a handbag within a few days, buyers have to purchase "return insurance" from a 3rd party company. Any clothing you buy from them -whether scarf or other wearables- are in offensively poor condition. None of them have been dry cleaned. ALL of them SMELL QUITE TERRIBLE- with someone else's perfume, stale, dust, or simply body odor. Will never buy from them again!

Products used:
No refund on handbags - except with $79.21 additional purchase of "Return Insurance."
Returns on clothing without paid shipping. All clothing purchases have been smelly and in bad condition.

Service
Value
Shipping
Returns
Quality
Thumbnail of user cecilhuy05
1 review
12 helpful votes
January 20th, 2024

I bought shoes advertised at size 12, it arrived size 9, the number is clearly on the bottom so unless they're literally illiterate there's no excuse and then i contacted customer service and they were terrible it's like its their first time talking to a human like to admittance of fault what so ever even when i sent picture receipts and acting like its my fault for ordering shoes 3 sizes smaller than mine even tho they're the one who made the listing

Thumbnail of user martined10
1 review
30 helpful votes
June 2nd, 2020
Verified purchase

So far, I really enjoy the site. Some real real feedback: I received some pants today that were depicted as light gray, but the description said charcoal. What arrived was in fact charcoal and did not match the pants in the pictures. The measurements in the listing were correct, though. Personally, I'm fine with it so no issue here, but I could imagine someone else out there being pretty upset about it. Overall, I'm pleased.

Service
Value
Shipping
Quality
Thumbnail of user hisakob
1 review
5 helpful votes
May 4th, 2021
Verified purchase

I like to shop The RealReal. Purchased this dress it was onsite looked everything what I like... color to style. Arrived. I put on but everything was not right. First the material looked cheap, wrinkled a lot and dirty. Overall it looked cheap. Normally I like Theory. Also I purchased two more dresses, Jill Sander and L. K. Bennet this transaction. My first try L. K. Bennet ( England). The fit is a little narrower to compare US size therefor slightly tight side but liked style so I kept it and Jill Sanders one. I wish you have more details of your item would be nice for us buyers... photos etc... not only clothes but handbags, too.

Thumbnail of user paulinegarrone60
1 review
15 helpful votes
November 23rd, 2023

The Real Real is selling merchandise that that don't reveal problems of.I received a defective glaze problem Louis Vuitton.they did not reveal this in their ad.then they have the nerve to tell me I can't be refunded.mso now I'll sue them for my 1500. 00.they were not honest and decieved me. Be very careful or you'll loose your money too.see the photos...they neglected to add these photos in their online ad...they clearly decieved me.

Products used:
Nothing they kept my money

Service
Value
Shipping
Returns
Quality
Thumbnail of user oscaro155
1 review
7 helpful votes
January 30th, 2024

Highly discourage anyone from using this service. After two months of back and forth they claim they never received one of two items in same box. This was after one of the sales reps told me not to worry and I would be made whole. I provided photos of both items in box when I shipped. This means they don't really inspect items for quality of entire pieces go missing and if any issue arises, it's your word against theirs, even with photos.

Service
Value
Quality
Thumbnail of user lizag38
1 review
7 helpful votes
April 17th, 2021
Verified purchase

Awesome deals to be found if you do some work. Search bar isn't the best you really have to dig. Awful commission rate that seems to change a lot for no reason.

Thumbnail of user valuedc88
1 review
0 helpful votes
July 31st, 2020
Verified purchase

Perfect condtion and accurate color description. Appreciated the reduced price. I will check back to the Real Real for future quality items at a savings because they only acccept selling items that are in great condition, but when not that is made clear.

Thumbnail of user jaildesmarais
1 review
18 helpful votes
July 16th, 2023

Title says it all, I bought a shoe listed a men shoe but I received women sized shoe. Now it's a realreal () pain to get a refund, and they want me to pay return shipping for THEIR mistake.

They don't care about their customers, avoid them at all cost!

After contacting their support and not finding a good solution, I opened a dispute with PayPal. So I suggest you pay with PayPal to get buyers protection.

Thumbnail of user adriennek70
1 review
1 helpful vote
May 18th, 2020
Verified purchase

I love the Real Real. I've been shopping and consigning since 2012. The business itself continues to grow in a positive way (customer service and consignor service has greatly improved) and of course the spread of merchandise continues to grow. I'm on the app constantly! I have my favorite brands and buzz words to search for. Getting a package from your warehouse is like Christmas!

Thumbnail of user yelenag25
1 review
4 helpful votes
February 12th, 2024

I received an expensive ring from The Real Real, which was listed as 4.5, but it fits my middle finger- size 6. I took pics and emailed them to the customer service while I was on the phone with the representative thinking they would make the return process as easy as possible. To my shock, I don't remember ever being spoken to and treated with such disrespect, dismissal and undermining. The person was insinuating and questioning my intent (I've only been shopping with The Real Real for ten years and I'm also a good consigner). Not only did I not get the apology and a proper accommodation, I got poor bedside manners, rudeness, anger, which set me off to tears. It also triggered my anxiety, which is something I struggle with. When I asked to speak to the supervisor, the representative denied me and made it clear it's not even an option. What I tools from this experience is that the company is struggling because people who work for abundant well to do organizations have their top clients backs and come from a place of a yes. Be wary with your next purchase. If it happened to me, it could happen to everyone. The picture shows that instead of fitting on my ring finger (4.5) it goes on the middle one I'm size 6.

Tip for consumers:
The company is The Real Real

Products used:
Jewelry

Thumbnail of user jenniferz914
1 review
2 helpful votes
June 30th, 2023

I called Custer customer service and the support that the bag I bought was authentic. And they would send me an email to have it sent back to store to verify authentication. They were very helpful. The purse is authentic after all but comes with no authentic card with number on it to prove its original and it doesn't come with the correct bag cover for the purse.

Thumbnail of user jhanb
2 reviews
6 helpful votes
August 17th, 2020
Verified purchase

This site combines so many things I love: designer brands, incredible prices, amazing service and an artful display, all in an easy to use format that has me coming back for more again and again. I recommend TheRealReal constantly to friends who ask about my wardrobe, always joking that "No, I do not work there or own stock. I just love it!" Love that this entity exists. Thank you for making used merchandise so incredibly glamorous. Your high standards are very much appreciated.

Thumbnail of user shellyb162
1 review
3 helpful votes
May 18th, 2020
Verified purchase

The Real Real sold my expensive jewelry. They are trust worthy, great customer service... absolutely love working and purchasing from this company

Thumbnail of user cp321
1 review
0 helpful votes
November 1st, 2021
Verified purchase

Been ordering from the real real for years bought some great things at great discounts! Always easy to work with them if there's a problem

Thumbnail of user ther1016
TRR S. – The RealReal Rep

We love shopping with you too, C P. Can't wait to see you again soon!

Thumbnail of user ellier110
1 review
7 helpful votes
January 4th, 2024

I have sent the real real many items before. Multiple times they have sent them back to me absolutely DESTROYED. I sent a $1000 top that was returned literally shredded. They price items very low and the customer service is god awful. I will be sticking to my local consignors. Don't waste your energy here.

Products used:
I consigned. It was a terrible experience.

Service
Value
Shipping
Returns
Quality
Thumbnail of user clares91
1 review
40 helpful votes
July 1st, 2021
Verified purchase

I had an order that shipped in multiple parts, which was fine as I know things are stored in different areas, but one pair of jeans just never made it. I had to call customer service three times over 3 weeks and finally asked to just cancel and refund it. Another pair of pants I ordered were labeled online as a 27 and shipped as a 25. It was such a slow process to get my refund money back that I don't know if I'll be ordering again.

Products used:
Shorts and sweater

Service
Value
Shipping
Returns
Quality
Thumbnail of user rosaannd
3 reviews
1 helpful vote
May 18th, 2020
Verified purchase

I visit this site daily. It's very reputable and offers a wide array of designers merchandise at very fair prices. Easy To return and are very clear if it's a final sale. I have only returned a few of the many items I have purchased and it was only for sizing issues. The quality is always better than expected. I have recommended to all my family and friends who are equally as happy.
I highly recommend The Real Real!

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From the business

The RealReal is the leader in authenticated luxury consignment. With an expert behind every item, we ensure everything we sell is 100% real. As a sustainable company, we give new life to pieces by brands from Chanel to Cartier, and hundreds more. Exten...

Company Representative

Thumbnail of user ther1016
TRR S.
Typically does not respond to reviews

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