Nancy S.

I have been shopping on the Real Real for a couple of years now, and the price, quality and customer service have really declined, so much so, that i will no longer stay a customer. Over the past two years, I see the price steadily go up, and it is no longer a great deal to buy these designer clothes. You might as well use eBay or go to your local consignment stores. Sometimes the used item is only about 10% or 20% cheaper than the real thing.
The straw that finally broke the camel's back for me was their return policy and their lack of instructions on how to clean something. I recently bought a dress, maybe more than two weeks in advance, for a wedding. I ordered it early because I wanted to make sure that it arrives in ample time. After wearing it and washing it, the dress shrunk to a child size, and because of that, the zipper became crooked. Nowhere did the description of the dress warned me of that. I contacted their customer service, who emailed me back to tell me that there has been a high volume of complaints and that they will get back to me soon. After two weeks of waiting, still no reply. I finally emailed them again asking why no one has contacted me, and re-explained my issue with the dress. This time, they responded right away and said there is nothing they can do about it. It has passed the return policy time. They never considered the fact that they sat on my original email with no actions taken for over 2 weeks.
In this day and age, there are so many other ways to buy used designer products. If TRR continues to operate like this, I think they will lose more customers. I'm truly disappointed, as I do find some amazing items on their site.