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
- 1,970 total complaints in the last 3 years.
- 583 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:06/29/2025
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 a Versace sneaker that I've only worn twice and retailed for $700. To qualify for a promotion they have to first consignment which they pay $100 in website credit for $200+ items that I send them. They post and sell in the same time for $95 and want to pay me $19 commission without my consent. I did a quick search for similar items on Therealreal.com and they advertise the same sneaker for $280 - $300. I want the real value of the sneaker or my sneaker back.
Business Response
Date: 07/01/2025
We have been in touch with the client and worked to resolve.Initial Complaint
Date:06/25/2025
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 purchased a ***** handbag from The Real Real in order number R581315601, however it was counterfeit. Thus about one month ago, I contacted The Real Real, with photos of the qualities that enabled me to identify the handbag as counterfeit (as explained to me by a sales associate at the ***** boutique at ******** at ***********, **). I was told to use the shipping label provided to me by The ********* and return the bag, so I mailed it back on May 28, 2025. I then exchanged emails with numerous ********* employees, explaining my reasons for returning the bag and also stating that I had been a loyal customer since 2018. Each employee offered a different excuse for not granting me the refund, though none directly addressed the points I had made about the bag being counterfeit. Finally on June 14, 2025 I received an email from "Maxes" at The *********, informing me that The Real Real would issue me a full refund of $453.16, to my original method of payment (******) in 3-5 business days. Two days later, I received another email from a different employee, now telling me that the refund could not be issued, asking if I would accept a store credit or a check. I wrote back, stating that I do not want a credit, but that a check would be great. However the next day I received yet another email, this time telling me only that the issue had been assigned to the special team working to find a solution, and in response I wrote an email, stating that I no longer believed that The ********* had any intention of issuing my refund- they were simply jerking me around. Then today (June 25) I received an email from ******, stating that a check had been mailed to me June 24, 2025, but that it couldn't be tracked. Please issue my refund of $453.16- The ********* has not kept their word, and continues to offer me one excuse after another, and they also have the counterfeit handbag, which I returned by their label on May 28, 2025.Business Response
Date: 06/26/2025
We have been in touch with the client and worked to resolve.Customer Answer
Date: 06/28/2025
Complaint: 23519488
I am rejecting this response because:28 June., 2025
Dear Better Business Bureau:
The Real Real sent a message stating: We are Working with the Customer - this is too general of a message to reassure me that the proper action will be taken. I purchased what I thought was an authentic ***** handbag from The Real Real, and I used the shipping label that The ********* provided to return the handbag to The Real Real on May 28, 2025. Thus, The ********* has the handbag, however I do not have my money, which Maxes from The Real Real promised to issue me, as a refund to my original payment method, ******, on June 14, 2025. Because The ********* has previously said they would issue my refund, but then failed to do so, and because The ********** employees have been extremely difficult and unprofessional at every step of the way, I do not have confidence that We are working with the customer means that my refund has or will be issued.
I would feel more comfortable knowing that The Better Business Bureau is issuing me the refund of $453.16, on behalf of The **********
Thank you,
*** *****
Sincerely,
*** *****Customer Answer
Date: 06/30/2025
Complaint acceptance taken in dictation by BBB *** SS 06/30/2025
I received the refund. You can close the complaint as resolved.
Initial Complaint
Date:06/25/2025
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.
Purchased on April 12, 2025. I ordered a *************************** Medium, Bag in a Dark Red. The *** said "Excellent" condition which based on The RealReal, Inc. consumer website means, no visible signs of wear. You may notice that there are no images of the left, side wall, of the handbag. I didn't realize that meant they were hiding something, until I received a damaged item. Leather "bites" or holes in the bag which appear as white speckles and look like paint. I reached out to The RealReal, Inc. and they are refusing any assistance in the issue due to me reaching out to late. The item has its tags, and everything. I was scammed by them, and they knew what they were doing, I have proof.Business Response
Date: 06/27/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 07/03/2025
Complaint: 23518943
I am rejecting this response because: We are not coming to an agreement. I would like a refund to my original form of payment.
Sincerely,
******** *******Business Response
Date: 07/10/2025
Client has been advised via email of our resolution. We apologize for any frustrations.Initial Complaint
Date:06/25/2025
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 ********************************** *****, including 4 Rudsak leather jackets. Two of the jackets are missing, the consignment listing was botched with mens items incorrectly listed as womens, and weve received no help to resolve these issues. Weve attempted to contact a lead named ********, but he has been unresponsive and hasnt returned our calls.Business Response
Date: 06/27/2025
We have been in touch with the client and worked to resolve.Initial Complaint
Date:06/25/2025
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 tried to purchase an item off of TRR, and literally tried to place the order 5 times and each time the order just got cancelled FOR NO REASON. I contacted the customer service and they said that it's the automatic verify system that rejected my transaction because information doesn't match per my credit card information, but I literally matched every single word. And it has nothing to do with my bank either because I cleared it ahead of time. Very frustrating shopping experience and complete waste of my time.Business Response
Date: 06/26/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 06/27/2025
Complaint: 23518518
I am rejecting this response because yes the business' customer service agent contacted me via email, but he just said the same thing as what the live support agent previously said, that my orders had been cancelled because the automated system could not verify details of my payment and information. But I am asking what detail did not match exactly? I did not escalate this issue just to get the same vague response from the business. I'm not sure how the business even gets customers operating like this.Business Response
Date: 07/01/2025
Our team is continuing to review and will continue to be in contact with the client on next steps.Initial Complaint
Date:06/24/2025
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.
Date of the transaction: June 9, 2025?Amount paid: $3,413.14?Item purchased: Authentic Chanel Medium Coco Pleats Flap Messenger Bag I purchased a Chanel Medium Coco Pleats Flap Messenger Bag from The RealReal, which was advertised as authentic. However, upon receiving the item, I noticed several signs that raised concerns about its authenticity. To double-check, I brought the bag to a couple of trusted local resale and consignment stores, and both independently told me the bag was fake.I contacted The RealReal and explained the situation. Ive been cooperative and have provided everything they asked for, yet they still havent helped me return the item or issue a refund. This has been extremely frustrating, especially given the amount I ******* requesting help with returning the bag and getting a full refund, as the product I received was misrepresented.Business Response
Date: 06/26/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 06/27/2025
Complaint: 23514847
I am rejecting this response because:They haven't truly spoke to me. There has been no email response to my attempts at trying to reach them. I keep asking for a manager and no one is responding
Sincerely,
***** *******Business Response
Date: 06/27/2025
Client has been update via email with next steps. We apologize for any frustrations.Initial Complaint
Date:06/24/2025
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 have made multiple orders with the RealReal and they have all been canceled, these are not fraudulent and have all been made with my card. Now every time I make an order its automatically canceled. I have read the terms and conditions, nowhere in them does it state You wont find any rule banning more than X orders per day/week/month.Theres no maximum total of purchases you can make. My cancel order numbers are R608386524 R128446407 R515773813 R717521423 R834587424 R067238546 R174571121 I would like whatever block that is in my account to be removed so I can continue to purchase item I would like.Business Response
Date: 06/24/2025
We are in touch with the client and working to resolve.Initial Complaint
Date:06/22/2025
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 sent in an authentic vintage Chanel purse to the real real. I was told multiple times it would be listed and that it was accepted. Ive had other luxury items be damaged in the past and have been compensated by TRR because things sat so long waiting to get posted. But over the last few days I was told time and time again that *** accepted this item and they even went so far as to say in writing that they take complete ownership of the item. They now are saying its not accepted and even though they said it was accepted as recently as an hour ago they just said it was denied the day they received it. They lie and cheat their customers Ive had so many issues with them its so wrongBusiness Response
Date: 06/24/2025
We are in touch with the client and working to resolve.Initial Complaint
Date:06/21/2025
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've been a very loyal costumer as a buyer for this company throughout the years. As you may know they have the seller and consignment side of them, I recently decided to send 9 items to them for sale, they authorized 5 but I noticed 4 items weren't accepted it, they are claiming they can't authenticate them but instead of sending them back to me, they have 'sequester them' a verbiage they used in their email today, and asking me for a proof of purchase, these items were a gift to me, I decided to sale because I don't wear them or use them, so I figured this would be a good way to contribute to their concept of sustainability that I am so passionate for. When the items were picked up by their agent, I was never informed this was a possibility, never signed a contract, etc. I just want my items back. Also I have to mention that this company has sold me a fake pair of sunglasses and I received an email from them stating that indeed they were fake and taking them off the site, but just last year I decided to purchase a pair of LV sneakers and I've proof of this because I even went to the length to buy a pair just to compare them, I submitted proof and guess what? they didn't do a thing about it, they sold for a much lower price, even whenn I warned them these weren't fake. So when their process of authentication is so murky, how can they tell me these items don't pass and that they are keeping them just to be destroyed by a third party, it is the most ludicrous thing I've ever heard. I have reached out several times to them and they are not willing to cooperate even tho I have submitted plenty of proof of their shortcomings, they are not taking any responsibility. It feels like theft to me. I know I can't go against a corporation like this, I keep on reading so many articles including one from ****** that support my claims of them selling fake articles in the past. This is an unethical way to treat a costumer. Please, I beg you, help me. I don't know what to do.Business Response
Date: 06/24/2025
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: 06/24/2025
Complaint: 23501003
I am rejecting this response because:
The company has a tarnished reputation about their authentication process, you can find proof of this in several complaints already filed against them, the article written by ****** exposing them about selling a Dior bag that was fake. They have sold me a fake pair of sunglasses in the past, I have an email of one of the supervisors named **** confirming this. Last year I documented and provided proof about a pair of sneakers they sold me, the shoes were put back for sale and sold for 50% off within a matter of days. For them to come back with a serious face to tell me that their authentication process has no faults is not only unethical also a lie. I find extremely arbitrary that they are asking me for receipts to return these items by providing receipts when I told them since the beginning these have been gifts to me. And to make matters worse this morning I receive an email from the consignor department mistakenly attaching someone elses contact information containing extremely delicate things like their name and address? This is not only a matter of the several mistakes I have endured over the years with this company but now, I wonder how many people have my address and my name. I have proof to show you when you are ready to dispute for this. I just want to reaffirm one thing: for the company trying to keep my stuff, insert the claim that are fake items when their process is murky and tarnished is not only unethical but also very telling as to how they conduct their business without any other implications. This is an abuse of power at its best and a cover up to its finest.
Sincerely,
******** *******Business Response
Date: 06/26/2025
As per our policy, we are unable to provide any additional resolution.Initial Complaint
Date:06/20/2025
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.
In March 2025, I consigned multiple luxury items with The RealReal, including a Cartier Diamond LOVE Bracelet (valued at $44,300), a Van ************** necklace ($3,200), Saint ******* boots ($1,500), and a ***** **** dress ($500). These items were personally delivered to their ********** location. I was assured by The RealReals staff that all items were authenticated and would be listed and sold within 23 weeks.Instead, weeks turned into months of delays, inconsistent communication, and repeated promises to list or return my items. Eventually, The RealReal shipped multiple pieces to the wrong address, even after I updated my information and asked to pick up items in person. I also requested signature-required shipping, which was ignored. One of my items was falsely marked signed for by someone who wasnt me, while I have time-stamped proof that no one was home.While I received partial commission ($1,959.75) for the Van ***** necklace after it was lost, The RealReal has refused to reimburse me for the Cartier bracelet, YSL boots, or ***** **** dress all of which were shipped to the wrong address and never recovered. I have since been blocked from contacting their team via Instagram and left without resolution despite multiple good-faith attempts to settle this amicably.I am respectfully requesting full reimbursement for the lost items based on their current retail value, totaling $47,540.25. I am also happy to provide documentation upon request. I truly hope this can be resolved without needing further legal action.Business Response
Date: 06/24/2025
Our internal teams have conducted a full investigation, and have determined that all packages were successfully delivered. As a result, we are unable to meet your request for compensation.
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