Kathy R.

BUYER BEWARE OF HONESTY ISSUES & TIME RESOLVING PROBLEMS: when things go wrong, as they sometimes do, it is important how the mistake is handled. Customer service used to have long wait times but the representatives were polite and able to solve the problem. NOW the wait times are still long but the remote reps are totally inept with supervisors that are "unavailable" & they do not return calls as promised.
In my case the warehouse failed to include all items listed on the box's inventory list. The remote based representative would only tell me that she would file with UPS and they would have to pay. Explaining that the box was delivered in good condition and that UPS was not at fault didn't matter to her. That was her solution and she was sticking to it. Pointing out the dishonesty in deflecting onto UPS to pay when clearly it was a warehouse error only generated the same response. Foolish me, I asked for a supervisor thinking she could easily solve this simple issue. A supervisor refused my call saying she would call back within 2 hours but did not.
IT TOOK 7 CALLS BETWEEN 8 AM-2:30 PM to get a US based rep. She immediately understood the issue and sent the warehouse a note to "search". EASY PEEZY TROUBLE SHOOTING! It seems to me that customer service no longer matters at TRR. I can't say whether it's cost cutting measures or greed but there are defiantly customer service issues. As a customer and consignor the inconvenience is a big issue but the honesty factor raises yet another concern. If they are dishonest with UPS then how about us as buyers or sellers? Then of course there is the internal TRR issue of the warehouse not including what I paid for.
Basically, when things go as they should I would give TRR a 5* but when they are not perfect, as life often is, then the customer is in for a roller coaster ride. TREAD CAREFULLY.
I gave a 3* because my experience with the order number referenced on this survey was a 5* but other orders have been a 1*. Since surveys are rare I am including an honest broad response. I hate doing this but TRR has changed and not for the better.

I just sent in a review of 3* on the real real's inadequate customer service. Site Jabber changed my review from 3* to 5*!
TRR customer service has changed. The long hold times remains the same but remote reps are no better than robots. It took 7 calls between 8am and 2:30 pm to reach a US based rep who sent a message to the warehouse about the items missing from my box. Remote reps would only deflect onto UPS saying they would pay. The mistake was clearly the warehouse. This dishonesty factor of making UPS pay along with inadequate customer service has me concerned as a buyer and seller.

I had so many issues with this order.
1) you offer a $10 discount if I submit an email address. I did and copied it but the system denied it
2) I was unable to print my $90 rebate form so I called in. Your phone system is horrible. None of the prompts work. The phone answers in a continuous loop
3) virtual assistant was nice and told me the rebate form does not populate until the credit card is charged. Duh... you can't make this clear? Do you hope the customer will forget?
4)No one likes to feel tricked and I do. My $10 off in good faith was insult to injury