Kimberly S.

I never imagined an experience could be this terrible. I selected a preowned handbag for purchase from a website, which then presented me with the option to "trade" one of my existing handbags for credit. Engaging in the online process, I was quoted a value for my Loewe handbag as credit towards another preowned Loewe handbag, which I agreed to. Following the site's instructions, I shipped my bag within the specified timeframe for inspection and credit application before the dispatch of my new purchase. However, upon receipt, the inspection of my handbag extended beyond a week, only for it to be eventually rejected due to "not meeting their internal guidelines," without further explanation. Attempts to seek clarification through multiple emails went unanswered, though I was subsequently sent an email with a "new offer" to pay the trade difference, which I declined. Approximately three days post-rejection, I was notified of my order's cancellation. It took multiple unanswered emails, as well as multiple unanswered phone calls, and an additional two weeks to have my traded handbag returned, missing its authenticity card and original price tag, items I had included in my shipment. Further emails inquiring about these missing items and this is their response -

"Thank you for your patience while we looked into this Kimberly!

Upon verifying with our team, they informed us due to the amount of orders we are processing our terms and conditions were updated and we are no responsible for loss of accessories sent to us.

Please do not hesitate to reach back to us if you have any other question or concern. I hope you have a great rest of your day!

Best regards,

Viviana."

I strongly advise against using this website. The whole ordeal lasted almost five weeks, despite them receiving my trade-in just four days after shipping. Their customer service is awful, and there's a risk they might retain your items.

No in-between. They will either send you a new item and tell you to throw out the item you are unsatisfied with, or they will tell you to jump off of a bridge. I have a sectional sofa for four years that all of a sudden has the "kiln dried hardwood frame" pieces started to split. The sofa is rated for 900 lbs, and I weigh 100 lbs and rarely have anyone else sit on the sofa besides me and my 30 lb Frenchie. I have repeatedly tried to get the manufacturer info from Wayfair to reach out to them for some assistance on this obviously faulty item, but Wayfair refuses to provide any info and has, at times, been condescending and downright rude about it telling me that the sofa is four years old so I have to buy a new sofa. Really? I don't weigh enough to break a kiln dried wood frame! And the sofa hasn't been dropped from a third story window, because I haven't moved. It is incorrigible how bad their customer service can be.

This review is for the customer service I just received from an online supervisor with the 800 customer service number. I placed two separate orders, one on Nov 23 for one item and one on Nov 25 for two separate items. Today is Dec 6 and I just received one of the items from the Nov 25 order. The other item from the Nov 25 order shows "in process" and the item from the Nov 23 order shows "in process." I called to find out what is happening with the orders and the customer service agent couldn't offer any information, so I asked for a supervisor, who also couldn't offer any info other than "we are experiencing delays." One of the items says right on my order that it is shipping from Orlando, so I called the Orlando store and they have the item in stock, but this supervisor says it cannot ship from the store and has to ship from the warehouse in my state, Florida, and she cannot promise when it will ship or when I will receive it. I the asked to cancel both items, which she advised that she would send an email requesting to cancel, but couldn't promise the orders would be canceled, either, which both have been charged to my card. So I am paying for orders that I may never receive, or I may receive at some point, but who knows when? The company selling the items can't tell me, but they won't cancel the orders and I have to pay for them?

Neiman Marcus used to be a wonderful store that sold the best merchandise in a way that made you feel special, now Walmart's customer service treats you better.

No more Neiman Marcus for me. This was the final bad experience I will pay for.

First of all, I like the designers found on this website. Secondly, the one item I ordered arrived quickly and in excellent condition.

With that, I purchased a pair of Paris Texas shoes that were "new season." I entered my promo code for 10% off first time purchases, which these shoes qualified for because the screen showed the 10% deducted from the price, but for some reason during the checkout process the reduced price didn't work. I spoke with multiple customer service reps and was told over and over again they would not refund me the 10% from my order. One gave me a $20 credit to the website as a good faith gesture. The refund should have been $39.20. I wanted the $39.20 refunded from the purchase price. They refused. I have now disputed the purchase with my credit card company and I will never buy another thing from this website. The customer service experience is a disaster and one particular customer service rep continues to write me with condescending, passive aggressive emails giving me his opinion of how I, the buyer, the ones who keeps drop ship websites like this in business, should conduct my affairs. Ha! How about you find a job outside of "customer service?"

I've sold many things through The Real Real and bought almost as much. Years ago the company used to be great. You could find excellent quality, designer items at great values. Now, 2 out of every 3 things you buy are inaccurately described, not authentic, or in much worse condition than the description suggests. I refuse to try to sell anything through the site any longer due to the disastrous experiences purchasing.

And, the customer service representatives are obnoxious, rude, and even though you are calling about an inaccurately described dress that is NWT, they won't take it back because you're a few days outside of your return window.

I highly recommend shopping on any other consignment site you can find.

The Real Real has no interest in customer service.

Everything you sell over $500 has to go to their headquarters for authentication, and they've been holding a Moncler jacket that I sold, and shipped the very next morning, for 4 days! And they won't respond to emails. I keep getting the auto responses "due to COVID blah blah blah." Well, I still sent my jacket out the VERY NEXT MORNING after it sold and didn't use the lame COVID excuse.

If you're going to remain open for business and still charge your FULL FEE, you better offer FULL SERVICE.

I'm sick of these bullsh*t companies.

I'm complaining to the BBB and the Attorney General of California now. They think they can just hold your merchandise and money, indefinitely.

They're the worst. All of these companies are getting so bad. Nowhere to turn anymore except for your local consignment shops. Those are the only ones you can trust. Seriously.