Business Profile

Ecommerce

The RealReal, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB’s business profile for The Real Real was created in February 2014. A review of complaints was completed in November 2024. For information about lost or damaged property, please visit Consignment/Sales Agreement (2. Consignment, (A) Delivery Of Consigned Property; Risk Of Loss)

For additional support options, please visit The Real Real's Support Center.

Complaints

This profile includes complaints for The RealReal, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,921 total complaints in the last 3 years.
594 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a ******* watch online from TheRealReal on January 10th, 2025 for $7,151.98. The watch included a condition report which stated the watch works and meets expected timekeeping standards. After receiving the watch I noticed the time kept stopping. I took the watch to the ******* boutique in ******************** to have it examined and they indicated that the watch was not keeping time correctly and needed a service. When I first contacted TheRealReal, they said they needed to see a receipt for the repair before they could reimburse me. ******* does not charge for the repair until the watch is returned, so I didnt have any receipt yet to show them. I did send them the invoice from ******* that the cost would be $940 for the ********* one point a manager offered me $300 compensation for the repair without a receipt. I declined the offer. So I waited until I got the watch back from ******* and sent the receipt that they requested to TheRealReal. Now they is changing their story and saying they can only offer me $300 compensation even with a receipt. Previously, they told me they couldnt reimburse me unless they had a receipt that I had payed for the ********* summary, the problem is TheRealReal sold me a watch with a condition report that incorrectly stated the watch meets expected timekeeping standards, which the ******* boutique in ******************** determined was not true. The other issue is that they stated they needed to see a receipt from ******* for the repair before they could reimburse me, which I explained to them I could only get after the repair was completed, but then when I sent them the receipt, now they are declining to reimburse for the repair.
Business Response
Date: 07/22/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:07/18/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a purchase 7/18/25 and then reached out to customer care ***** minutes later asking if one of the items can be removed from the order since I purchased the wrong item. I was informed by ******** seraro from customer service that the item could and would be removed and refunded. I then purchased the item I actually wanted and a few minutes later was notified that the item I was told would be refunded would not be due to it being packaged. This is unfair because if I knew that the item I was told would be refunded would not be refunded I would not have purchased another item. The items are non refundable therefore I will not be able to get my money refunded
Business Response
Date: 07/21/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:07/18/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The company has shipped me a pair of shoes, ******* Leather Printed Sneakers, in the wrong size. I ordered a size 14 in men and they sent me a 10 in men. This isn't the first time this has happened. My wife bought me some shoes, ******** ******* Suede Sneakers, from the same company in a men's 14 and they sent her a size 10 in men instead. She had to return them. Both of these incidents happened within the same month. I believe strongly at this point this company is running a scam where they are advertising certain shoes sizes and when it's bought they ship the customer something wrong. This ridiculous and something needs to be done. The company has no customer service number so I can't even call them to express my valid concern regarding them scamming me yet again.
Business Response
Date: 07/18/2025
We have been in touch with the client and worked to resolve.
Customer Answer
Date: 07/18/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Jaumonee ****
Initial Complaint
Date:07/17/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have made multiple orders with The RealReal and they have all been canceled, these are not fraudulent and have all been made with my credit card. Now every time I make an order it is automatically canceled. I have read the terms and conditions, nowhere in them does it state there is no maximum total of purchases you can make. I would like whatever block that is in my account to be removed so I can continue to purchase item(s) I desire to purchase.
Business Response
Date: 07/18/2025
After review, clients account has been moved to allow orders. Please try again.
Initial Complaint
Date:07/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In April of this year, I sent several ******* and ** items to be priced and authenticated for potential sale on the The Real Real.I went to the store and each item was placed in bags and promised to be handled accordingly. When I was displeased with how disorganized this process proved itself to be, I requested all of my items be returned. I took pictures of everything prior to sending them off. All but 2 items have been returned and when I have asked repeatedly about the missing two items, I have been given the run around. Each item is worth hundreds of dollars. I want them returned or I would like to be compensated. I am getting auto replies and not reaching a real person. It is beyond frustrating and feels very sketchy.
Business Response
Date: 07/18/2025
We have been in touch with the client and worked to resolve.
Initial Complaint
Date:07/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After complaining several times about items not being as described in the listing, also receiving a counterfeit food that was promoted as authentic ( I always reauthenticate the brand after purchase) and being returned, and after a purchase went missing and though *** took responsibility, they decided to revoke my account with funds left on my account and several items worth over $10,000 in their possession without allowing me to obtain the merchandise back even though it has not sold. Initially they told me they would provide me a warning. As I went to use site credits for consigning several items the previous month and wanted to use my credits, none of my credit cards worked. It was later discovered that without notice they had suspended my account.
Business Response
Date: 07/18/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 07/18/2025

Complaint: 23606472

I am rejecting this response because: I had spoken with a supervisor who assured me my account qoukd remain open, and the promotional credits would be available for me to use instead of sending the credits via check to me. The account is still restricted and this email confirms they are not talking with me to resolve anything. Their position has been made, and there is nothing I can do about it. Please read the email I attached.

Sincerely,

****** **********
Business Response
Date: 07/22/2025
After thorough review, our team has determined that, due to failure to meet our Terms of Service pertaining to Membership Eligibility your account(s) have suspended permanently. We regret any disappointment this may cause you.
Initial Complaint
Date:07/15/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On July 1st, 2025 I bought a ************* ********** Monogram Nil 28 Vintage For $255.00 dollars. When I received the bag I realized that was not an authentic. Bag, which they claim it is. It also has a strong moldy odor, and a couple of holes ( photos) .The real real did NOT mentioned the strong moldy odor nor the holes in the bag. I feel the advertised was misleading and want my money back. I already talk with the real real customer service with no avail
Business Response
Date: 07/16/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 07/18/2025

Complaint: 23587875

I am rejecting this response because: They are missing information. My complaint besides the authentication, is the missing information in their website details about the handbag, which are the strong moldy smell and two holes, they are not mentioning.

Sincerely,

******** *****
Business Response
Date: 07/18/2025
Once item is returned, we will review and connect with client for next steps.
Customer Answer
Date: 07/20/2025

Complaint: 23587875

Thank you for reaching out. I'm currently out of town and won't be back until August 4th.
Unfortunately, being away makes it difficult for me to provide a thorough response at this time. To give your request the attention it deserves, would it be possible for me to send it once I've returned?
Sincerely,

******** *****
Business Response
Date: 07/22/2025
Client has been updated via email with resolution.
Customer Answer
Date: 07/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *****
Initial Complaint
Date:07/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Unresolved ***************** Discrepancy:Despite multiple requests, TRR has not returned my unsold items as promisedseveral have been under review for weeks, and I have received conflicting information from agents. I was told I would receive 70% of the sale price for a sold **** Spade bag (#*********, sold for $125), but received only $37.50, not the $87.50 owed. My inquiries about this have gone unanswered. Additionally, *** says they will charge me $20 per returned item, totaling $80. Based on my records, they owe me over $171; by my calculation, it should be $221 with no return fees, as their underpayment led to my loss of trust. They are going to give me as little as $18 for items if they do sell, which is far below the 70% they verbally promised me.Failure to Respond:I submitted a detailed written complaint about these issues, including arbitrary acceptance policies (such as changes to brands like Free People), and have not received any response.Impact:These actions undermine trust and reflect poorly on TRRs reputation for transparency and accountability in luxury consignment.Desired Outcome:Immediate return of all unsold items with no return fees Full payment and clarification for item #********* Clear explanation of item acceptance policies Written response to my previous complaints
Business Response
Date: 07/16/2025
Apologies for the delay, we have worked to resolve.
Customer Answer
Date: 07/17/2025

Complaint: *****************************************************************************************************************************************************

I am rejecting this response because: it does not address my issue in any way. They have worked to resolve what? Do they have a resolution?

Sincerely,

******* L ******
Business Response
Date: 07/21/2025
Client has been updated via email with details of resolution. We apologize for any frustrations.
Customer Answer
Date: 07/23/2025

Complaint: 23600912

I am rejecting this response because: They emailed me and They did not address my concerns at all! Nor tell me what they think I owe you or what they think they owe me (they think I owe them and that they owe me so I want a total and I know they will try to say that ultimately I owe them but that is what I am disputing, along with the fact that they are not addressing the concern at all). Nor anything about the fact that you have NOT sent my stuff back to me yet or reconciled the fact that they CLAIMED my things were used/worn when they were not. This is not resolved and I will continue telling the BBB that they are doing NOTHING reasonable about this dispute.

They said this "Due to your experience, I have increased the commission percentage to 70% to honor your expectations. This update is now reflected on your "My Sales" page for your visibility."

Okay, well, that's nice I guess but it doesn't address anything other than the fact that they told me over the phone 70% commission and then instead followed through on a different commission structure that I was not aware of. There are still multiple issues to resolve.

Sincerely,

******* L ******
Initial Complaint
Date:07/11/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 15, 2025 five bags were picked up at my house for consignment. One Christian **** keychain/change purse was lost by the company. On June 3, I was informed by email "we take full responsibility for the item ... Your item will be treated as sold. We will compensate you based on the estimated Net Selling Price of the item...They are now preparing a mock sale to be added to your my sales page...and you can expect to be paid out for that item...on the 15th of the following month." This did not happen. The item does not appear as sold in my sales page and is not included in my check to be paid July 15. I have followed up several times both by phone and by email (I have the saved emails.) and was told they are looking into it and will get back to me. They have already looked into it. Nothing is being done. I want them to take responsibility and do what they said they would do - be paid the net selling price of the item. The RealReal lost my item.
Business Response
Date: 07/16/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 07/16/2025

Complaint: 23587865

I am rejecting this response because: The RealReal said they would take responsibility for losing my item and hold a "mock sale" and reimburse me for the price it would have sold for (see attachment). This payment was to be included in my check of July 15 and would appear in my items sold. This did not happen. Again, I have followed up multiple times by email and phone and they respond that they are looking into it and will get back to me. The only time I hear from them is in response to my follow **** The item was lost in May. I fear nothing is being done.

Sincerely,

****** *********
Business Response
Date: 07/18/2025
We are actively working to resolve this as quickly as possible. We apologize for the frustrations.
Customer Answer
Date: 07/18/2025

Complaint: 23587865

I am rejecting this response because:
This was already resolved in writing (see attached email to me from the RealReal). They have not done what they said they would do. I want the RealReal to pay me for the item of mine that they lost.

Sincerely,

****** *********
Business Response
Date: 07/22/2025
We are working to have payment issued asap. We apologize for any frustrations.
Customer Answer
Date: 07/22/2025

Complaint: 23587865

I am rejecting this response because:
Once I receive payment for the item the RealReal has lost, I will consider this complaint resolved. I have been promised payment in the past, see previous attachment, and payment was never made.
Sincerely,

****** *********
Business Response
Date: 07/29/2025
Client has been advised of payment details. We apologize for any frustrations.
Customer Answer
Date: 07/29/2025

Complaint: 23587865

I am rejecting this response because: Once I receive payment, as promised in a recent email from The RealReal, I will be satisfied.

Sincerely,

****** *********
Initial Complaint
Date:07/10/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear *********** am writing to formally report a concern regarding my recent experience with The RealReal, which has caused significant inconvenience and financial distress.On July 1st , I sold a bracelet valued at over $1,000 through The RealReal's "Pay Now" program. According to their policy, I was to receive the payment within 24 hours of the sale. However, despite the passage of a week and a half, I have yet to receive my funds.Concerned about this delay, I visited their physical location in person and spoke with a representative. I was informed that there had been a mistake and that the issue would be resolved within 24 to 48 hours. Unfortunately, another week has passed, and I still have not received the payment for my jewelry.This situation has caused considerable frustration, as I rely on timely payments for my sales. I kindly request the BBB's assistance in investigating this matter and helping facilitate a resolution with The RealReal.Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,********* ******
Business Response
Date: 07/10/2025
We are in touch with the client and working to resolve asap.

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The RealReal, Inc. is BBB Accredited.