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
- 2,020 total complaints in the last 3 years.
- 597 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:11/08/2023
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 11/4 I made a purchase from TRR using a gift card I purchased off of a friend, to whom it was issued. Subsequently that evening my order was cancelled for no stated reason and I was unable to place any new orders on the website. I spoke to multiple representatives (seemingly a call center in *****) and each gave me a different run around, all leading to "please give us ***** hours to review this". Ultimately I spoke over text to a representative who stated that since I used a gift card that was not issued to me, the gift card was cancelled and my account has been suspended for using one that was not issued to me. NOWHERE on the website does it say that the ** must be used by the one who received it!
Business Response
Date: 11/13/2023
Unable to restore access due to violation of our terms of service. Customer notified via email. Issue resolved.Initial Complaint
Date:11/08/2023
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.
Hi. My account was suspended due to having multiple accounts. I understand now that it is against the policy, but I was not aware of this rule before. I deleted all my accounts now since deleting all accounts expect for one didnt solve the problem. I have been trying to get my account back and the issue has not been resolved.Business Response
Date: 11/08/2023
Client has been emailed regarding account status. Issue resolved.Customer Answer
Date: 11/10/2023
Complaint: 20841112
I am rejecting this response because the account payment is not resolved.Business Response
Date: 11/13/2023
Client has been contacted regarding our team reviewing their account and we are working to resolve.Customer Answer
Date: 11/17/2023
Complaint: 20841112
I am rejecting this response because the issue has not yet been resolved.
Sincerely,Initial Complaint
Date:11/07/2023
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 initiated a new return fee of $15 for any item you consign. They also appear to intentionally place the costs for items right under the thresholds to gain a higher commission, for example, they listed my Prada dress at $195 which is just under the $200 cutoff for a higher commission split. I consigned roughly 40 items and disagree with the low prices, particularly the items for which Id generate 20% commission if they sell so I asked for several items back where I would generate $10-20 in commissions and, to return my belongings, they are requesting i give them $15 per item. I have not agreed to any terms or conditions that state I would pay the return fee, so the customer service representative Ive been emailing with doctored up a fake terms and conditions acceptance as if I agreed online this morning. This is fraudulent, and their practices are harmful to consignors.Business Response
Date: 11/08/2023
Client has been advised that by sending in your items to be consigned with The RealReal the terms were agreed upon. These terms were sent via email and can also be viewed via our site.Initial Complaint
Date:11/07/2023
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.
Greetings, I made a purchase with TheRealReal and they canceled my order and listed the item back on their website so I called and the representative told me I would receive my refund today but I still haven't received my refund and the money is taken from my account. May you please help me fix this issue and get my funds back. I have attached a screenshot of the purchase price for proof and if you need anything else that will help to settle this case please don't hesitate to reach out. Thanks for your time.Business Response
Date: 11/08/2023
Client contacted via email regarding investigation. Issue resolved.Initial Complaint
Date:11/07/2023
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 items from TRR and were in shape and form inconsistent with the description so I called for a return for 6 items I received one tracking number to return the items and I have put all 6 items in one box and shipped them to their warehouse located in ** as per c the label 3 days later i received email confirmation of receipt of the package and then itemized email with the items returned by checking refund I noticed they only refunded 4 items and left 2 items unturned. I contacted them again and have been told they never received them in the mail as they should be shipped with separate tracking number which i never received them i started receiving several random requests for return of the same items and after 3 weeks of back v and forth they claim non receipt of v the items and never refunded me with the money while they have them I asked for the video of unpacking the package and they deny to share as I am certain the items were there. This is in addition to receipt from them a coat that is not mine returned to me as consignee by mistake this is a mess companyBusiness Response
Date: 11/08/2023
Client has been contacted regarding refund status. Issue resolved.Initial Complaint
Date:11/07/2023
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 ***** I have tried to place an order on TRR for a total of ******. This order was promptly cancelled without further explanation. I have tried to contact customer service and did not receive much clarification, I was only asked if I was able to place an order again after that. I have tried again and this time, I did not even get to placing the order, just a message saying that my card was declined. I was using not a card but my Paypal balance which has enough money. My card that I have also unsuccessfully tried to use has enough money too and my bank has confirmed they are not blocking any transactions so I know this is not actually an issue with my payment methods.I then looked for some information online for why this could happen and found that this issue often arises if you have another e-mail registered with them. I have tried several e-mails I have, just to see if I had an acocunt I have forgotten about, and managed to log in with another e-mail address - this e-mail address was registered on TRR back in 2020 or 2021, I had no orders with it, never redeemed any new member discounts or offers. It was not active by any definition and I had forgotten about it. But it was registered in their system a few years back so, presumably, it counted as me having two accounts even though to the first one I did not even log in to for years.I have contacted support about this, asking them if this could be the issue. I have asked them to delete the older account so I would no longer be in violation of any terms and to be able to make purchases from my new account. I did not receive a clear confirmation what the issue was only vague responses that they are working on it and automatic follow-up e-mails. Since I have only been receiving these ''we are working on it still..'' e-mails with no real information, I have decided to contact BBB. I have read that escalating to BBB is basically the only way to get one account deleted and another one fully reinstated.Business Response
Date: 11/08/2023
Client has been contacted and we are working to resolve.Initial Complaint
Date:11/06/2023
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 3 items under order R481060878 None of them were as described in terms of sizing.The "***********************" sandals were listed as size 8, but I received size 38 ** (us size 7)The "Emporio Sireneuse" dress was stated as waist size 25" but fits closer to 27-28"The other shirt dimples inward even though I sized it up.After sharing images of measures the company acknowledged their fault. They offered a site credit but refused many requests for a refund back to my card OR paid return of it and refunding all my costs. They insist on retaining my money even after acknowledging what I received was not what was described.The credit does nothing for me as their shipping rates are very high and I no longer trust the service. I'm now looking to receive a refund for the whole order of C$280.84. I also had to pay $20 in import fees for this order. Attached are segments of our conversation.Business Response
Date: 11/08/2023
Return for order approved. Return Auth# RMA533241031. Refund back to customer original payment method approved. Return label emailed to customer on 11/6/23. Customer needs to contact *** directly for refund of any customs fees paid to *** directly. Issue resolved.Initial Complaint
Date:11/06/2023
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.
They sold me a handbag that was over 12k and they wont send me any documentation on how the purse was authenticated. I asked to return the bag since they sold me a fake designer bag and they refused. I tried disputing with my bank but they cant do anything since affirm was the finance company i paid. I would like my money back and return the fake designer handbagBusiness Response
Date: 11/13/2023
Customer offered reauthentication service. Pending response.Customer Answer
Date: 11/14/2023
Complaint: 20831226
I am rejecting this response because: they refuse to send/give me a proof of authenticity. They say they have authenticated the item but will not SHOW ANY documentation that the item was authenticated. I have attached the response from the merchant saying that they refuse to send me any documentation of authenticity. They say they have no document of authenticity that they can show, send or give me. That i just have to take their word that the bag is not a fake. But many people have been sold fake items from this merchant. Please have them send over proof that the bag was authenticated and its not a fake bag that i just paid $12k for
Sincerely,
***********************Business Response
Date: 11/20/2023
Client provided the following info: All items submitted for consignment are put through a rigorous authentication process prior to being accepted for consignment. We have in-house experts who inspect each piece, by hand, for appropriate brand markings, materials, date codes, serial numbers, etc. We have deployed advanced artificial intelligence (AI) and machine learning (ML) to support our authentication experts, including Item Risk Scoring, in which we assess more than 50 data points on each item and consignor combination to identify points of risk before an item is evaluated by our authentication team.Customer Answer
Date: 11/20/2023
Complaint: 20831226
I am rejecting this response because:they refuse to give me or show me ANY documentation that proves my item was authenticated. My item is a fake bag with out a certificate of authentication. I would like i full refund since they refuse to give me a certificate of authentication of my bag that i purchased from them. They are several complaints about this merchant selling fake items and passing them off as authentic. I would like a full refund and return the item immediately.
Sincerely,
***********************Initial Complaint
Date:11/06/2023
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 have had an account with ********************** since 2020. I've made multiple purchases with them and now when I try to use my account to make a purchase it keeps declining my card and my card works on every other site but The RealReal. When I call customer service I was told that my account is basically banned. I'm truly disappointed in this company because I've spent my money with them multiple times and because *** lost my package and I had to report it to get my money back, I'm clearly being punished for it. I would like my account to be unbanned and be able to make purchases again.Business Response
Date: 11/07/2023
Client has been contacted and we are working to resolve.Customer Answer
Date: 11/11/2023
Complaint: 20829872
I am rejecting this response because: I received an email on Tuesday stating that they will reach out to an account manager and get back to me within 48 to 72 hours. No one has reached back out with an update on what exactly will be done about my account being unbanned. I have attach the ONE email I have received from The RealReal.
Sincerely,
*****************Business Response
Date: 11/16/2023
Client contacted via email regarding account access status. Issue resolvedCustomer Answer
Date: 11/17/2023
Complaint: 20829872
I am rejecting this response because: what I initially in my complaint is basically what they responded and state is the reason my account is closed. I have attached the email I received from The RealReal last night, as well as my response to the email.
Sincerely,
*****************Initial Complaint
Date:11/04/2023
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 recently found out my sister used my email and card to create multiple therealreal accounts and as a result I'm banned from purchasing from the website. She lived with me in my previous address and had access to my laptop, and I wasn't aware of what she did on it. I would like to see if there's a way to delete all the multiple accounts she's created, because I've recently discovered vintage fashion and would like to purchase a lot of items on therealreal.The email I'd like to use is ***************** All the duplicated accounts sharing my information can be deleted.Business Response
Date: 11/07/2023
Client has been contacted and we are working to resolve.Customer Answer
Date: 11/15/2023
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,
***************
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