Complaints

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

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The RealReal, Inc. has 11 locations, listed below.

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  The RealReal, Inc.

  55 Francisco St Fl 6 San Francisco, CA 94133-2128

  
• 

  TheRealReal

  8500 Melrose Ave West Hollywood, CA 90069-5145

• 

  The RealReal, Inc.

  8500 Melrose Ave West Hollywood, CA 90069-5145

• 

  The RealReal, Inc.

  100 Cresent Court Dallas, TX 75201

• 

  The RealReal

  35 Enterprise Ave N Secaucus, NJ 07094

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:08/05/2023

  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.

  Please get back to me because I want to keep doing business. The no return should be courtesy override per the shoes are not correct one shoe fits like a 7.5 the other fits like a 7.0.R466631168 Fendi shoes are defective misleading one shoe smaller than other would like money credited back and shipping.Just received today . Please get back to me with return label. **************

  

  Business Response

  Date: 08/09/2023

  Client has been contacted and we are working to resolve. 

• Initial Complaint

  Date:08/05/2023

  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 have purchased at least 100$ of items every week from the real real since I found the website. The majority of the shoes (that are final sale) were stated to be a certain size and when received I could not even get my feet in. When asked they said its the right size. Fine whatever. I now have abput 8 pairs of shoes I cannot wear and cannot return. When I tried to recon sign the items still with sticker on bottom wrapped on black tissue in a real real bag. The items were sent back and said they could not be sold because they had wear. I bought them that way!!! Not only that but pants I have purchased state size large or my side and when I get them I cannot button or zip. I bought and eat eat sweatshirt two infant both labeled large and when I went to put them on it was like a skin tight spandex. This place is unbelievable. I will definitely be taking my business elsewhere. Dont even ask about customer service. They said they would take care of my issue and I never heard back. I am out money . Have a pile of items I cannot return and they will not recon sign. What am I supposed to do. This feel like a scam. The people they have conducting the consignments are frauds. The people they have with descriptions are frauds.

  

  Business Response

  Date: 08/14/2023

  Client has been contacted via email and we are working to resolve.

• Initial Complaint

  Date:08/03/2023

  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 an approximately five carat pair of peridot earrings in 14k gold at the end of May. When the listing appeared it seemed that it was only a single earring. I went to the company and through an investigation the warehouse indicated that they only received one earring. Therefore, between their representative picking up my items and them arriving at the warehouse, a stud earring was lost. It doesn't surprise me as the items are just thrown into plastic shopping bags. Although the representative indicated that she picked up a pair and the company would take responsibility, she later changed her story and said that she only picked up one earring. Her change in story disturbed me, plus there is no accountability on the front end of the process.I have not been able get the photo of the pair of earrings taken at my home. When I received the email listing what the rep picked up, there were errors. The earrings were not pictured, a pair of boots was pictured two times, the second time under the wrong brand, and the total number was different (less) than what was listed as processing on the site. Therefore, the rep did a shoddy job and lost my earring. I can't sell one large stud. The company has washed their hands of it and said they didn't receive it. I believe they didn't receive it at the warehouse. She lost it.

  

  Business Response

  Date: 08/04/2023

  We have reached out to the client and are working to resolve.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20420542
  
  I am rejecting this response because: the company has not contacted me. I waited until today, and I have heard nothing from them.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/11/2023

  Client has been contacted via email with the investigation details.

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20420542
  
  I am rejecting this response because:

  The business does not understand the issue and has not offered enough compensation. This is the third time that they have provided the response that one of my items was not received at the authentication center. I know that. 

  My issue is that they lost the item between pickup and the authentication center. They have no way to account for what happens to items during this step and won't accept any responsibility for losing one of a pair of expensive earrings. They have offered courtesy compensation, but not enough to make up for the commission i would have earned for the item they lost.

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/02/2023

  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 25, 2023 I purchased a 2014 ****** quilted enamel phone holder cross body bag for a total of $1,195, which ended up being $1,305 after taxes and shipping. The payment fully processed for the full amount and posted on July 26, 2023. I received an e-mail from The RealReal on 7/25/23 saying my order would ship in 1-2 days. On 7/27/23, I received another e-mail saying my order would be shipping soon. This is the last time I heard from them until I contacted them. I reached out to customer service on 7/28/23, who apologized for the delay and said my order was shopping the next day. That did not happen, so I sent an e-mail and left comments on their social media to get help. I received a response from them on Instagram, now saying ALL their orders take 3-5 business days to ship and 3-5 business days to arrive. Well, its been 8 business days, they have not given any update, have charged me and have not shipped my item. At this point, I just want honesty from this business. If the item is not available and they sold it to me on accident or have misplaced, they need to just be upfront rather than continue to not give a resolution or an update.

  

  Business Response

  Date: 08/02/2023

  We have reached out to the client and are working to resolve.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20410838
  
  I am rejecting this response because: they still have not shipped the product. It has now been 9 business days. Per my attachment, they were supposed to ship but have not. I urge the business to be honest if they do not have the product and offer a real solution. Honesty is always better.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/04/2023

  Client has been advised we have canceled the order and a refund is processing. 

  Customer Answer

  Date: 08/04/2023

  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:07/31/2023

  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 ordered shoes in size womens 38/8. i received shoes in size 36/6. so either they listed the shoes as the wrong size or sent me the wrong shoes. the order is R066385028. i used my Paypal to pay $57.95, as well as a $25 Credit i had on TRR, a total of $82.95 with the shipping cost of $12.95. The Real Real received my return on July 20. according to their website, the refund will be credited to my account in 1-5 days. it has now been 11 days with no refund, & when i contact TRR about my refund, customer service agents continue to tell me i will receive my refund in ***** hours & that i will receive a priority phone call in ***** hours. my refund is still not processed & i have yet to receive any calls, & the customer service continues to assure me my refund will come in a day or two but that's been going on now for 11 days. they are not honoring the process stated on their website, & it's ridiculous i should have to wait since THEY SENT ME AN SHOES THAT ARE TWO SIZES SMALLER THAN I ORDERED. this is just one of many times i have had issues with TRR sending me the right item, they have no quality or consistency anymore & then if you don't hound them for weeks on end you never even get your refund.

  

  Business Response

  Date: 08/01/2023

  Client has been contacted and order refunded. 

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20403874
  
  I am rejecting this response because:

  The Real Real did refund my paypal & issue back some site credit, 

  & i do appreciate the $25 extra credit as a courtesy.

  HOWEVER, my refund of both $25 site credit & the credit i used (from selling items on TRR) both expire in a short window,

  one on August 25 & one on September 30. that feels cheap & very strange i would be refunded

  with expiring credit, which just feels like another way TRR is not being accountable as a company.

  it is shocking how many thousands of negative reviews are on BBB for similar experiences to mine,

  & i really miss when TRR was a great company with accurate listings for buyers & consignment processes for sellers,

  with over a decade of both consigning & buying (thousands of dollars in both categories) i have been really disappointed

  with the downhill slide of TRR & the lack of effective/prompt customer service/consignor service is almost humorous at this point.

  if TRR had accuracy with listing, description, sizing, pricing, none of this would be necessary.

  i have wasted so many hours of my time, as well as their outsourced customer service agents time,

  who are barely allowed to do anything besides send pre-formulated messages & assurances that are not accurate or honest,

  in order to get nowhere until i contact the BBB, & now even my refund & credit for the experience is a cheap, expiring, offer.

  i would like to receive credit that does not expire as both a refund for my credit initially used on the purchase,

  as well as credit which does not expire for the time & hassle, & gosh at this point i think TRR should send me more credit 

  because once again i am taking time out of my day to deal with their inability to make good on their policies.
  Sincerely,
  
  *****************

  

  Business Response

  Date: 08/03/2023

  Client has been refunded as per policy as well as credits being reinstated with appropriate guidelines.

• Initial Complaint

  Date:07/31/2023

  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.

  Ive been dealing with The Real Real for some time now regarding them loosing my items. They have paid me out for part of the items but do to the inconvenience I also received store credit for which I cant now use as theyve blocked my account. I keep being told the matter was escalated but to no avail and this started back in late April early May. Mind you Ive had orders go missing and them lose my items Ive co-signed so ** being screwed both as a seller and buyer.

  

  Business Response

  Date: 08/01/2023

  Client has been contacted and we are working to resolve.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20403533
  
  I am rejecting this response because:
  
  The issue is still unresolved and other than the initial contact I havent received any other follow-up. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/31/2023

  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.

  Order Number: R638666457 Order Date: Oct 16, 2022 Item SKU: GUC987894 ****** Ace Sneakers size 8)Purchased these shoes as authentic from The Real Real's website in October of 2022. I didn't wear them and posted them for sale on **** in June 2023, the did not pass authentication via ****, were returned to me and my account privilege's were restricted for a counterfeit violation. I reached out The Real Real via service rep *** and received a return shipping label for them to "re-authenticate" on June 24, 2023 - Shipped via *** Ground Tracking # 1Z 2X8 12F ************ I included all paper work from **** including the failed authentication documents in my package to The Real Real, delivered to them June 28, 2023. I was told they are authentic and they don't accept 3rd party authentications. That is a conflict of interest, they sold them to me! It is now July 31, 2023 I have sent e-mail after e-mail, been through customer service always with a promise with a response from a dedicated team within ***** hours. It's been over a month. The Real Real said I could gave them sent back to me or moved to consignment with them. I disagree that I shouldn't get a full refund as I have been provided no actual proof of authenticity other than The Real Real's word. I agreed to have them moved to consignment over 2 weeks ago because I am not getting any help from them. Still not done, still get the same "a support ticket has been opened" and never a resolution. They have both the shoes and my money, I need help getting them to make this right. Latest support ticket was today 7/31/23 ticket # ******* via service rep ***** 7/26/23 spoke to service ********** no resolution. I also have ticket # ******* dated 7/19/23 via service rep ******** then ******, transferred to consignment ************ no resolution. spoke to service ************ no resolution. Ticket # ******* via service rep **** on 7/2/13 - no resolution. I have copies/proof for every thing mentioned in this complaint.

  

  Business Response

  Date: 08/01/2023

  Client has been refunded as a courtesy and contacted via email.

• Initial Complaint

  Date:07/30/2023

  Type:Customer Service 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 reached out to them multiple times inquiring about an item the mailed back to me that i never received. This has been almost 2 months ago and I have not been given a resolution or compensation for the item that was lost. I also was willing to provide video of the dates in which they say the item was delivered to show that no packages were delivered to my home. I keep getting the run around and I am feeling like they are not trying to resolve this.

  

  Business Response

  Date: 07/31/2023

  We are in contact with the client and are working to resolve.

• Initial Complaint

  Date:07/30/2023

  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.

  I purchased a dress on the real real and it arrived yesterday. It arrived torn under the arms & the front attachment torn away. Here is the posting description:Item # MAN160102 CONDITION Very Good I contacted customer service through their chat and added photos. The customer service person said it was final sale. That being said this is not as stated in "very good" condition. I do not know how this even passed inspection to be sent to me. It was $35 plus $12.95 shipping. This dress is unrepairable at this point. I own a storefront boutique for women in fashions as well, this dress would never ever be presented on the floor for selling. The standards of any business must be upheld. I think this company thought I would just say oh ok...to prevent this further for someone else and for myself I wish to file a case and have a refund. I even opted for a store credit as a solution but after seeing these photos they know they cannot sell this online and it never ever should have been sold like this from the beginning. It was a beautiful dress originally however damaged is not "good condition" which is unrepairable in itself.

  

  Business Response

  Date: 07/31/2023

  Client has been contacted and we are working to resolve.

  Customer Answer

  Date: 08/02/2023

  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:07/29/2023

  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 placed an order on 7/28/23 with TRR. My card was charged $551.43 I initiated a chat thru text which I have screenshots attached where the agent verified my information. I requested TRR honor a 20% discount code offered online. The agent refused to honor the discount and only offered to apply a measly $25.00 adjustment in lieu of the valid discount code TRR provided me. The agent was not helpful at all. The agent was not helpful at all. ***** refused to get a manager to assist after I made multiple requests. On 7/29/23 I received an email saying my order was cancelled. I initiated a chat and got the same agent from the previous day. ***** stated the order was cancelled because my information couldnt be verified? What type of shenanigans is TRR conducting? This is total malarkey. I now have to wait 5 business days for the funds to be returned to my credit union. 5 days that my funds are not available for use. In the event the item I want sells what is the company going to do compensate me? This is ridiculous and unprofessional. To literally create a fraudulent narrative to cancel my order and have my funds unavailable for use is illegal.

  

  Business Response

  Date: 08/03/2023

  Client has been informed that their account was not meeting the foregoing eligibility requirements and has since been deactivated.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20395230
  
  I am rejecting this response because:

  I was NEVER informed about anything by anyone! I clearly uploaded supporting documentation that my card was charged for merchandise. My account reflects the total amount paid to TRR. I received a cancellation email about my order. I reached out to their customer service VIA text and was refused to speak with a manager on duty. I was not provided any supporting information to explain the order cancellation. I am prepared to contact Fox 2 news and the attorney general office about this matter. My account is NOT nor was it ever deactivated. What would have been the basis and grounds to support such action being taken? Their one sentence response was a slap in the face to the BBB and the work that you all do to help protect consumers from these of disgusting customer service from companies! Not to mention the product I ordered is now sold. And unavailable where was the apology for the mishandling? 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/10/2023

  Client has been contacted with more information on our policy and how we evaluate and review potential orders. 

  Customer Answer

  Date: 08/12/2023

   
  Complaint: 20395230
  
  I am rejecting this response because:

  Is there a district or regional or CFO from the executive relations department that can respond to my complaint? No one has contacted me about anything. In fact, to date the only response I have received was from the text chat I uploaded from over a week ago. No one from TRR has apologized, offered any compensation for the inconvenience or so much as responded to my last chat conversation. Whoever thats responding to this complaint has not provided the BBB with one single correspondence validating their claims. I request an arbitration and Im prepared to speak with local news and media to share all the text chats from TRR to show their total lack of concern for my issues.

  
  Sincerely,
  
  ***************************