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
- 1,975 total complaints in the last 3 years.
- 579 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/10/2025
Type: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.
Placed Order R034333731 on Aug 21 with express shipping as it was needed for a wedding. Package showed delivered Monday Aug 25 although I never signed for anything. I checked the photo on the tracking and have no idea where that is, there is not even any identifiable address markers or anything to try and help me figure it out. I also noticed it was night time in the photo and the delivery is marked at 8:26pm which is quite late. All day I was checking the tracking and it kept saying between 2pm and 6pm but i never received anything. I promptly contacted *** and they said to contact *** and let them know what happened so I did after confirming the package was nowhere to be found. *** said i would get an update in 3-5 days. That timeframe passed so i contacted again and got an email from *****, who i see was also mentioned in previous complaints here, telling me next steps i needed to take in order to proceed with next steps which I assume would be finalizing a refund. I used the link provided which was to a 3rd party company and provided them a photo of my passport and a selfie. This made me uncomfortable but if its what i have to do to get the issue resolved then i would do it. Marias email said i would get a response by Sept 5 but no update ever came. I reached out Sept 8 and was told i would have an update within 24 hours but got nothing. I contacted *** again and they said a claim hasnt even been opened. At this point im upset because i have no item, a random 3rd party company now has my personal data including my passport photo, and I have no refund.
Business Response
Date: 09/15/2025
We have been in touch with the client and worked to resolve.Customer Answer
Date: 09/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** **Initial Complaint
Date:09/06/2025
Type: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 Aug 15, 2025, I placed an order with The RealReal for CAD ****** (Order R666351307). On Aug 17, before shipment, I requested cancellation after learning about undisclosed duties. A RealReal agent (Adino) confirmed in writing that if I refused delivery, I would receive a full refund (CAD ******) and not be responsible for duties. I followed instructions and refused delivery. *** confirmed refusal.However, another agent (****) later contradicted this, stating I would only get CAD ****** and must pay duties and even for a lost packagedespite never receiving it.This is misrepresentation and unfair practice. I am simply asking The RealReal to honor the written promise of a full refund (CAD ******) and for transparency in cross-border sales to Canadian consumers.Business Response
Date: 09/09/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 09/09/2025
Complaint: 23847644
I am rejecting this response because: NO ONE at TRR is contacting me in an effective way - seems like they do NOT really read the email!!!!!!!!!!!!!!!!!!!!!!!
Sincerely,
***** ***Business Response
Date: 09/15/2025
We are continuing to work to resolve. We apologize for any frustrations.Initial Complaint
Date:09/05/2025
Type: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.
I listed two items for sale in June ******************************* July 2025. The commission was paid out August 2025. When I signed up to sell my first items there was a $100 bonus promotion going on. I would receive a $100 credit after my first sale. I have a text message from ****** stating the credit would be added. When I was paid on August 15th the $100 bonus was not included. I have been trying to followed up with ****** ****** and **** ********* since then with no resolution. I am attaching emails and text messages about this.Business Response
Date: 09/09/2025
Credit has been added. We apologize for any frustrations.Customer Answer
Date: 09/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ****Initial Complaint
Date:09/04/2025
Type: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.
TheRealReal has a history of not allowing people to have multiple accounts with the same payment information and will restrict an account if multiple accounts were made with the same email. Despite deleting my old account, my new one that uses the same email is restricted and unable to make a purchase simply due to having a duplicate email. Im not allowed to buy anything and it declines my payment every time.Business Response
Date: 09/09/2025
We are in touch with the client and working to resolve.Initial Complaint
Date:09/04/2025
Type: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.
Transaction was July 22, 2025. I consigned to the RealReal a bvlgari tondo necklace with a leather cord. I asked for the necklace to be returned to me. The necklace was returned to me on 9/5/2025. There are now stains inside the silk jewelry envelope that were not there before and the leather cord on the necklace is not the same leather necklace I consigned with, it is clearly used and worn. I never wore the necklace. When I consigned the leather necklace was pristine.Business Response
Date: 09/08/2025
We have been in touch with the client and working to resolve.Initial Complaint
Date:09/04/2025
Type: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 RealReal lost or stolen my items that I sent to them for sale. I sent my Chanel jacket and ****** dress to sell on their website. The luxury manager picked up the items from my home and then sent to their authentication center. However I did not see any update of these two items since then. One month later, the customer support told me they cannot locate the physical inventory of my items, which means they are lost!Business Response
Date: 09/08/2025
We have been in touch with the client and working to resolve.Customer Answer
Date: 09/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
Date:09/03/2025
Type: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 consigned my bag with The RealReal for authentication and resale. When I sent it, I carefully packed it with bubble wrap and protective materials to ensure it was secure and undamaged.However, when the bag was returned to me, it arrived in a plain bag without any protective wrapping, and the item was damaged: One side of the shackle hardware on the shoulder strap is missing. The interior of the bag is ripped. This damage was not present when I originally shipped the item.The RealReal staff had initially told me the bag should be valued at approximately $350$550 if sold. The current damage significantly reduces or eliminates its resale value. I have photographs documenting the condition of the bag as I received it back. The careless packaging on the return suggests mishandling.I am requesting that The RealReal:Take responsibility for the damage to my bag.Either:Compensate me for the full market value ($350$550), or Cover the repair costs if restoration is possible.Provide an explanation of why the bag was returned with no protective packaging and an assurance this will not happen again.Business Response
Date: 09/07/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 09/08/2025
Complaint: 23836394
I am rejecting this response because:I have not received a solution from the realreal yet. They've only replied to me.
Sincerely,
Kangxin ZhangBusiness Response
Date: 09/09/2025
We are actively working towards resolving for the client. We will continue to follow up as needed. We apologize for any frustrations.Customer Answer
Date: 09/09/2025
Complaint: 23836394
I am rejecting this response because:I will reject the response until the real real provides me a satisfying solution.
Sincerely,
Kangxin ZhangBusiness Response
Date: 09/15/2025
We apologize for the delay. We are continuing to work to resolve.Customer Answer
Date: 09/15/2025
Complaint: 23836394
I am rejecting this response because: I will not accept the response until I receive a proper solution.
Sincerely,
Kangxin *****Initial Complaint
Date:09/02/2025
Type: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 ***** purse I purchased from the website is not authentic. The zipper is plastic (authentic ***** purses have metal zippers on their handbags) and the bottom of the zipper doesnt have the ***** logo (authentic ***** zippers have the word ***** under their zipper). The ** logo is also inconsistent throughout the body of the handbag. The evidence to support my claim was provided to TheRealReal authentication department and their customer service. I requested to return the item for a full refund but have not received a response to confirm that they will accept the return and refund.Business Response
Date: 09/03/2025
We are in touch with the client and working to resolve. We apologize for any frustrations.Customer Answer
Date: 09/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:08/30/2025
Type: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 ordered a ****** tote on August 21, 2025. They rolled it up and put it in a small box instead of properly packing it up in a proper box. This did damage to the handbag. I called repeatedly to customer service in *****. I was offered a $100 site credit. This is appalling given the repair for the handbag will most likely be around a thousand dollars. This was all done due to their negligence in shipping items in the wrong box! This was totally preventable!Business Response
Date: 09/03/2025
We are in touch with the client and working to resolve. We apologize for any frustrations.Customer Answer
Date: 09/04/2025
Complaint: 23820530
I am rejecting this response because:I was contacted by the AI customer service again. They automatically send responses. They have not accepted any responsibility for the totally avoidable damage done to the handbag because of their improper boxing.
The damage according to Leather Surgeons is tentatively $500 plus shipping. The Real Real knows exactly who they are. I have contacted my bank! I am not playing games over AI email and text with India! These people should have an F rating based on their behavior!Sincerely,
******** *****Business Response
Date: 09/07/2025
We are continuing to work with the client to resolveInitial Complaint
Date:08/30/2025
Type: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 handbag from The RealReal for $405.66. Date of transaction: August 22, 2025 The item was listed as final sale, non-returnable and in fair condition, but upon receipt I discovered it was misrepresented: the bag shows clear signs inconsistent with the description promised with major undisclosed flaws, which falls under their exception policy for final sale items.I immediately contacted customer service and requested a return. Despite multiple emails and live chat sessions, The RealReal has refused to accept the return and denied my request without providing a satisfactory explanation. They initially told me to wait for a review, but after days of delays they closed my case abruptly, leaving me with no resolution.This is a significant purchase, the equivalent of two weeks of my work, and I believe I was misled by their product description and guarantee. Their refusal to process a return for a misrepresented item is unfair and unacceptable.I am seeking a full refund for the handbag and assistance in returning it.Business Response
Date: 09/03/2025
Client has been advised the item was listed accurately and we are unable to provide a return. We apologize for any frustrations.Customer Answer
Date: 09/10/2025
Complaint: 23819631
I am rejecting this response because: I provided photos and documentation explaining how the product was NOT "accurately described" on the website. However, the business insisted that there is nothing they can do. Even if misrepresentation qualifies for a return and refund.
Sincerely,
**** ****Business Response
Date: 09/15/2025
We stand by our decision. We will not be able to return as item was listed accurately.Customer Answer
Date: 09/16/2025
Complaint: 23819631
I am rejecting this response because:
Sincerely,
**** ****
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