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

1,972 total complaints in the last 3 years.
583 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:07/08/2025
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.
It said nowhere whejni was purchasing that my items were unreturnable and the listing said they were true to size. They were too big and I reordered in a smaller soze but when I went to return I was unable. Please allow me to return these items.
Business Response
Date: 07/10/2025
Apologies for any frustrations, items stated final sale on site. We are unable to initiate a return.
Customer Answer
Date: 07/11/2025

Complaint: 23569006

I am rejecting this response because: they were not true to size and the condition was poor om all items. I reject this response.

Sincerely,

***** *******
Business Response
Date: 07/14/2025
We stand by our determination. We are unable to provide a return for the order in question. We apologize for any frustrations.
Customer Answer
Date: 07/14/2025

I ordered multiple pairs of boots from The RealReal that were all listed as true to size and in good or very good condition. Every single pair was way too big nowhere near true to size. On top of that, the condition was appalling. Scuffs, deep creases, peeling leather, stains things that were conveniently not shown in the photos or mentioned in the descriptions. One pair looked like it had been through a war zone.
When I reached out to return them, they refused because they were marked final sale. Final sale should not mean stuck with misrepresented, borderline unwearable items. This feels dishonest and exploitative. I trusted The RealReal for quality secondhand items, but clearly, accuracy and integrity are not a priority. Extremely disappointed and will never shop here again.

Sincerely,

***** *******
Business Response
Date: 07/16/2025
We stand by our determination. We are unable to provide a return for the order in question. We apologize for any frustrations.

Customer Answer
Date: 07/16/2025

Complaint: 23569006

I am rejecting this response because: no resolution

Sincerely,

***** *******
Initial Complaint
Date:07/07/2025
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.
I am trying to purchase an advertised item (on hold) for over 48 hours on the site for for a store customer. As an online customer I can only hold an item 20 minutes. I was told this item would be released in 48 hours but then it was extended another 48 hours and I was told to wait again. This is a clear discrimination between different customers. You cannot treat a store customer differently and you shouldnt hold merchandise for days when a customer wants to purchase immediately. I want them to release the hold and allow any customer to purchase as this is fair and consistent with their online policies advertised to customers.
Business Response
Date: 07/10/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:07/04/2025
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.
Therealreal sold me a Chanel bag for $1,352.48 claiming to have authenticated the bag and providing a description of the condition. I only recently when to the Chanel store to repair the bag (5 years after purchasing, but they are supposed to last forever and ****** guarantees lifetime repairs) as the bag is falling apart. I went to the Chanel store and was told some of the hardware (interior snap closure) was no longer authentic as it had been replaced. TheRealReal did not disclose this, they misled me claiming it was authenticated. When confronted they would not assist me with anything since I disclovered this years after purchasing it. I believed them when I purchased an authenticated bag, so I would never have thought to immediately take it to the Chanel store to authentically.
Business Response
Date: 07/10/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 07/10/2025

Complaint: 23557910

I am rejecting this response because: the business has not in fact reached out to remedy the issue. Since the initial screen shots I provided which shows that they refused to do anything at all I have not received any follow up communication.

Sincerely,

**** ******
Business Response
Date: 07/16/2025
We are additionally reviewing and will connect with the client asap.
Customer Answer
Date: 07/17/2025

Complaint: 23557910

I am rejecting this response because: the business has still not connected with me after several weeks. Im happy to provide more photos of the bag if needed and come into to nyc store to resolve.

Sincerely,

**** ******
Business Response
Date: 07/21/2025
Client has been contacted via email with next steps. We apologize for any frustrations.
Initial Complaint
Date:07/04/2025
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.
Hi I have been attempting to reach The Real Real about an item that I had discussed with a super nice associate and decided to cosign with them. During the listing of this item I had a legal name change so I am not sure if it is under ***** ****** or ***** ***********. I know the email was *************************** and I was provided a label and shipped it from **************. I have email The ********* and attempted to reach someone on the phone to resolve this to no avail. I had great customer service from the girl who helped me first, but had my phone and wallet stolen and had to change all my information. I also moved during this time. ******************************************************************************************************************************************** I have located the bag on the website as I have pictures of it before send off. I was given some false promises in terms of time it takes to sale this bag, and overall procedures and after doing further research into commissions and amounts promised I found that they are simply not true. I am herby requesting that The Real Real promptly return this bag to me at **************************************************************************************. If this is not done I will be taking action to get the bag back through any and all available methods. Let this be a staff learning moment not to over promise. As I was told 5-7 days for listing and it took almost 3 weeks and the bag is priced much under where I was told it would be, and still unsold. Best. -*****
Business Response
Date: 07/10/2025
We will work to have the item returned asap. Apologies for any frustrations.
Initial Complaint
Date:07/03/2025
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 consigned multiple luxury items to The RealReal, which were later returned to me in damaged condition significantly different from how they were originally sent. I immediately contacted their customer support to request full reimbursement for the full market value of the damaged goods.After weeks of delays, vague responses, and finally being offered a $100 site credit as a courtesy (which I did not accept as full compensation), I set a clear final deadline of July 1, 2025, for resolution. That deadline had passed with no final response, and no offer of actual compensation for the damaged items.I am now formally filing this complaint in hopes that The RealReal will finally act responsibly. I am seeking full reimbursement for the items returned to me in damaged condition.I have 46 images in documentation, however the system will not allow me to submit them to you. However, I was able to email them to the company.
Business Response
Date: 07/09/2025
Client has been advised we are unable to provide compensation as items were returned as received. Apologies for any frustrations
Customer Answer
Date: 07/26/2025

Complaint: 23555732

I am rejecting this response because:
Your reply to the BBB was a flat out lie! Here is proof!! Also, my estimated total loss remains between $545 and $680, based on resale market comparisons and visible damage. Ive made every effort to resolve this professionally, and Im still willing to reach an amicable agreement. However, I am looking into small claims proceedings, but hope that it dont come to that.
Sincerely,

***** ********
Business Response
Date: 07/29/2025
Client has been advised of resolution via email. We apologize for any frustrations.
Customer Answer
Date: 08/07/2025

Complaint: 23555732
I have not received a response from them to let me know if they agree to the terms. I last emailed them July 30th.

I am rejecting this response because:
While I appreciate the increase in compensation to $500, and acknowledge the effort made to address this issue, I am willing to consider this matter settled under two conditions:

That The RealReal issues a formal written apology acknowledging the customer service and handling failures throughout this process.
That The RealReal accepts responsibility for the damage incurred; as the consignor, I entrusted these items to your care, and The RealReal remains fully liable for damages incurred during your designated return process subcontracted or otherwise.

Once these two items are acknowledged and addressed in writing, I will accept the $500 compensation as full and final resolution, with payment to be disbursed in the August 15commission cycle as outlined.

I trust this is a reasonable and fair request given the circumstances, and I appreciate your continued attention to this matter.

Sincerely,

***** ********
Customer Answer
Date: 08/07/2025

Complaint: 23555732
I have not received a response from them to let me know if they agree to the terms. I last emailed them July 30th.

I am rejecting this response because:
While I appreciate the increase in compensation to $500, and acknowledge the effort made to address this issue, I am willing to consider this matter settled under two conditions:

That The RealReal issues a formal written apology acknowledging the customer service and handling failures throughout this process.
That The RealReal accepts responsibility for the damage incurred; as the consignor, I entrusted these items to your care, and The RealReal remains fully liable for damages incurred during your designated return process subcontracted or otherwise.

Once these two items are acknowledged and addressed in writing, I will accept the $500 compensation as full and final resolution, with payment to be disbursed in the August 15commission cycle as outlined.

I trust this is a reasonable and fair request given the circumstances, and I appreciate your continued attention to this matter.

Sincerely,

***** ********
Business Response
Date: 08/08/2025
Client has been advised of resolution and payment details. We apologize for any frustrations.
Customer Answer
Date: 08/08/2025

Complaint: 23555732

I am rejecting this response because:
They have not acknowledged not agreed to the terms I set forth. Furthermore, I emailed them on July 30th and have not received a email from them since. for convenience, I have attached screenshots of emails/terms for settlement.

Sincerely,

***** ********
Initial Complaint
Date:07/03/2025
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.
Im filing a complaint regarding The RealReal and the handling of several items I consigned. They sequestered my items under suspicion of being counterfeit. I immediately provided original receipts and documentation proving the authenticity of each item.Initially, I was told that my items would be returned to me. However, after complying with their requests and following up, they are now giving me conflicting information and are refusing to return the items. This shift in communication is deeply concerning and feels unjustified, especially given that I have never had any prior issues with counterfeit items on their platform or anywhere else.I respectfully request your assistance in helping me recover my items or in holding The RealReal accountable for their handling of this matter.
Business Response
Date: 07/09/2025
Please be advised that if we determine that an item sent to us for consignment is counterfeit, consistent with your Consignor Agreement with The RealReal, and our stated policy on authenticity, we cannot return counterfeit goods.
Customer Answer
Date: 07/11/2025

Complaint: 23554762

I am rejecting this response because: Thank you for your message. I would like to reiterate that I have already provided receipts and documentation proving the authenticity of the items in question. I take these matters seriously and have no history of consigning counterfeit items on your platform or anywhere else.

Given that Ive submitted legitimate proof of purchase, I respectfully request a clear explanation of why the items are still being withheld and why I was initially told they would be returnedonly to now receive a conflicting statement.

I ask that you review the documentation I provided and reconsider the decision, or at the very least, provide a transparent, evidence-based explanation regarding your determination.

Sincerely, ****** *****
Business Response
Date: 07/14/2025
We are reviewing and will follow up with the client directly.
Customer Answer
Date: 07/15/2025

Complaint: 23554762

I am rejecting this response because: I sent the receipts required to get my items back and my request was rejected

Sincerely,
****** *****
Business Response
Date: 07/16/2025
Please note, a receipt only aids in our expert's evaluation as it does not solely determine the authenticity of the item. We apologize for any frustrations.
Customer Answer
Date: 07/16/2025

Complaint: 23554762

I am rejecting this response because:
I understand, but I was told that if I sent the receipt, I would receive my items back. I provided the requested documentation in good faith and expected that it would be sufficient. Im disappointed to hear otherwise, especially given the prior communication.

Sincerely,

****** *****
Initial Complaint
Date:07/03/2025
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.
I am a consignor on ***, they have not paid me the correct amount of commission. They owes me $70 which they said they'd issue, but it's been more than 10 months now, they still haven't issued that $70 to me. I demand them to immediately send me a check of the $70.
Business Response
Date: 07/10/2025
Client has been advised of deductions due to return and check fees. We apologize for any frustrations.
Customer Answer
Date: 07/11/2025

Complaint: 23554697

I am rejecting this response because:
TRR is clearly being unreasonable.TRR had sold and priced items without my authorization, and I'm entitled to receive the items back, no fee should be deducted.
Again, demanding TRR to provide the refund immediately.

Sincerely,

*** ****
Business Response
Date: 07/15/2025
This concern has been addressed and we stand firm on our resolution. We apologize for any frustrations.
Customer Answer
Date: 07/15/2025

Complaint: 23554697

I am rejecting this response because:
TRR scammed money from me. I demand them to refund !

Sincerely,

*** ****
Initial Complaint
Date:07/02/2025
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.
this business is a scam, they pay insulting amounts for really new clothing, then when I asked them to mail everything back to me, they did not as they assured me over a week ago and on the phone for over an hour with them, what a waste of my time, because guess what ? today I see they sold a bag of mine that I asked for her to return and she assured me a week ago she would.. I see all of the complaints and this is poor business protocol
Business Response
Date: 07/03/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:07/01/2025
Type:Product 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 January 11, 2025, I purchased an 18k Diamond Cross Pendant Necklace from TheRealReal.com. I patiently awaited the arrival of a fine piece of jewelry that, importantly, did not mention rhodium plating either in the product listing or the accompanying valuation report. However, after holding onto the necklace for some time, I decided to show it to my jeweler to explore the possibility of having a matching pair of earrings made. When my jeweler examined the necklace, he observed a coating on the delicate jewelry. I was initially skeptical and showed him the valuation reports issued by the gemologists at TheRealReal. In early May, I revisited the issue with TheRealReal, and it was at this point I realized my jeweler was correct: the second valuation report from TheRealReal now explicitly mentioned rhodium plating, which was not indicated during my purchase, and the valuation was over $200 less than the original price. This entire experience has been confusing, misleading, and ultimately costly, leading me to question the transparency and accuracy of their reports. I am frustrated that I have to seek out additional appraisals when accurate valuation reports should include such details from the start. Moreover, I am puzzled by the differences between the valuation reportsis it possible they graded the piece in different conditions? I also wonder why ****** ***** from TheRealReal has not followed up with me regarding these discrepancies. Customer support has been unhelpful; a representative told me I would be contacted within 2-3 business days, yet I never received any communication. Another agent suggested I reconsider after nearly five weeks of waiting for the first reconsignment, which only added to my frustration. This ongoing issue, which began on June 17th, remains unresolved to this day, leaving me feeling deceived and dissatisfied with the service and transparency I expected.
Business Response
Date: 07/03/2025
We truly apologize, due to the client requesting the item to be returned, we are unable to additionally review.
Customer Answer
Date: 07/03/2025

Complaint: 23545533

I am rejecting this response because I consigned the necklace in store and was provided the updated valuation report. Please review the comparison between the valuation reports again.

Sincerely,
**** *******
Business Response
Date: 07/08/2025
We are constantly working to improve our technology and processes to bring the best authentication experience. We are happy to review additionally if the item is returned to us.
Customer Answer
Date: 07/08/2025
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:07/01/2025
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 purchased a ring which was sold as 18 Kt gold, I received the ring it was marked & hallmarked 14 Kt gold.I contacted the company , made several attempts & calls. There has been no wife several days.
Business Response
Date: 07/03/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 07/03/2025

Complaint: 23542942

I am rejecting this response because:
The Real Real has not contacted me with a resolution or a price adjustment.

Sincerely,

**** **********
Business Response
Date: 07/09/2025
Client has been updated via email with more details. We apologize for any frustrations.
Customer Answer
Date: 07/09/2025

Complaint: 23542942

I am rejecting this response because:
The Real Real did list this item as 18K gold. The item that I received is 14K Gold.
They advertised as 18k and actually sold & shipping me 14k . I have agreed to keep the item and want them to have accountability for their mistake & want to be treated fairly. They should make the necessary price adjustment. Also avoid falsifying they items and taking no accountability for it.

Sincerely,

**** **********
Business Response
Date: 07/10/2025
Client has been advised of next steps needed to move forward via email. We apologize for any frustrations.
Customer Answer
Date: 07/10/2025

Complaint: 23542942

I am rejecting this response because:
The Businesses shipped me a 14kt gold item, when the item was listed as 18kt. This was their mistake, I want the price adjusted accordingly.
Thank You

Sincerely,

**** **********
Business Response
Date: 07/15/2025
Client has been advised that due to the item no longer being in the same condition as when purchased, we are unable to provide a further resolution.
Customer Answer
Date: 07/15/2025

Complaint: 23542942

I am rejecting this response because:
The answer supplied is not relevant. I am not returning the item .
The RealReal sold me an item marked 18 Kt gold. They shipped me an item marked
14kt gold. The 14 kt gold item that I received is of lesser value than the 18 kt gold item that the advertised.
Solution is to be fair and a legitimate business & yo credit me the difference between 14kt & 18 kt gold ring.
Sincerely,
**** **********
Business Response
Date: 07/18/2025
To further review the item, it will need to be returned. We apologize for any frustrations.
Customer Answer
Date: 07/18/2025

Complaint: 23542942

I am rejecting this response because:

This is just away for the RealReal to delay and not treat the customer fairly.
The ring that you shipped me is 14k, I purchased a ring listed as 18k. I have submitted proof and do not wish to return the ring and to be inconvenienced further. The ********* is not talking any responsibility for the false advertising of this product. I am asking for a fair adjustment due to the difference in the materials advertised.
The Real Real made the error and advertised a superior product than the one shipped. They seem not to want to settle this.
Once again I am asking that they treat me a customer fairly and with honesty.
This is not a way to settle a dispute or keep a customer.
Sincerely,

**** **********

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