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.

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

  
• 

  The RealReal

  35 Enterprise Ave N Secaucus, NJ 07094

• 

  TheRealReal

  8500 Melrose Ave West Hollywood, CA 90069-5145

• 

  The RealReal, Inc.

  100 Cresent Court Dallas, TX 75201

• 

  The RealReal, Inc.

  80 Wooster St New York, NY 10012-4347

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:06/13/2025

  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.

  I had been looking for a website to sell my designer sweaters to profit from. Now I was looking because i didnt want to lose any money or get scammed out of my sweaters and gain anything. I was doing a wide variety of research and then i came to The RealReal. I read about it and I even contacted them about my sweaters and they said they would sell them for me. Which was great. The representative told me about how it works to sell, I would send them the sweaters and they would authenticate the sweaters and after the sweaters are sold I would be paid with direct deposit. So i sent them with their tags to prove they were authentic. The sweaters were a Kenzo Paris sweater which was worth $550 and an ************* sweater worth $2300. They ended up sending back the LV sweater saying they couldnt authenticate it. Which they wouldnt give a reason why they couldnt because I sent the actual tag with them. They authenticated the kenzo and put it up for $175. Which was low for something they said was excellent condition with no signs of being worn. However I was okay with that because I was going to be making at least $60-$70 from that. Then a couple months later I get a email saying it sold and I was grateful until I saw I was getting $14 from that sell. They had put it on sale for 60% off. That sweater went down to $75 without my knowledge. They already shipped it too I believe. I asked for help with this because I had no knowledge of this and they pretty much were saying it sold because it was on there for 90 days and 90 days equals 50% off from what the representative said in our messages. Its after 180 days that it then turns to 60% off. Which after i caught that it said 60% off and my sweater was only there for 90 days they told me I could ask for a price raise on the sweater and they would get back to me on that in ***** hours later. They then told me they would not do it. I truly think I wouldve did better going on ******** marketplace.

  

  Business Response

  Date: 06/18/2025

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

• Initial Complaint

  Date:06/12/2025

  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 would strongly advise anyone against consigning their valuable possessions with this company. I mailed in a recent season *** *** jacket for consignment, in mint condition and purchased directly from *** ***. A couple of weeks after the item was recieved by The RealReals warehouse, I was notified that the item could not be authenticated. In response, I advised that all *** *********** garments are rather easy to authenticate via the *** chip equipped in the wash tag, which, when scanned by an iPhone camera, prompts a webpage containing information about the item. The only response recieved was that I should expect to recieve the item sent back to me via **** which was fine with me. Another two weeks passed, and shipment information was never shared. I once again inquired, asking for an update on the whereabouts of the jacket, to which I recieved, once again, assurance that I can expect the item to be shipped back to me. A few days later, after yet another inquiry, I received an email notifying me that my item would be sequestered and disposed of due to inauthenticity. Additionally, the notice claimed that if I can provide proof of purchase, the item will be returned to me. In response, I provided my purchase information and invoice, and expressed the illegality of this especially given the fact that the jacket itself is valued at nearly $4,000, and that this blatant theft of personal property is unacceptable. Less than 24 hours later, I was informed that the decision stands and that my item will remain sequestered, even after the proof of purchase was provided (and promptly disregarded). Illegality aside I know, deep down, that item was either misplaced, or stolen by an employee, prompting this monthlong runaround. For that reason, ** strongly urge anyone against surrendering their luxury goods to this ********** the item is seemingly gone, I will accept nothing less than full compensation for it, unless the item can be recovered and returned to me.

  

  Business Response

  Date: 06/13/2025

  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: 06/13/2025

   
  Complaint: 23462677
  
  I am rejecting this response because:

  As multiple form of proof of purchase (invoice, order history) were provided to verify to authenticity of the item in question, you are in the wrong, and the item remains considered as stolen personal property. I will accept nothing less than compensation for the full value of the item.

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

  

  Business Response

  Date: 06/17/2025

  Client has been advised, our team has re-reviewed item MIU216560 and their decision stands. This item will remain sequestered.

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23462677
  
  I am rejecting this response because:

  The police have been informed of this theft, and legal action will be taken to recuperate the stolen goods and/or appropriate compensation.

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

• Initial Complaint

  Date:06/11/2025

  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 sent in my bag for consignment to The RealReal. My bag was received, assessed, and given a value of $3500 for consignment. The bag was never listed on the site, and after a length period of time, I requested the bag to be returned since I could not get an answer why the bag was not listed.I have emailed and chatted numerous times since I requested the bag to be returned. I was told the return would be expedited, but I never received a tracking number, and subsequent inquiries on why the bag has not been returned has only been met with a canned response of "we will request and provide an update".This seems to have happened to several people and their experiences were that The RealReal eventually reimburses them the full amount of the agreed consignment rate. It has been over 3 months since my bag has been sent in and return requested. I would like to be reimbursed at the appraised value since it is apparent my bag has been lost.

  

  Business Response

  Date: 06/13/2025

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

  Customer Answer

  Date: 06/13/2025

  Complaint: 23457004
  
  I am rejecting this response because they have been in "contact" with me since April. Their response of "We will look into it", "I will respond personally", "We will expedite your request", every time is not acceptable. I need resolution today.
  

  Mar 13 @ 14:02
  ******, your items are ready for price review
  
  Apr 8 @ 22:37
  Sent email asking why the item was still in review
  
  Apr 9 @ 12:32
  Received email from Naudia saying she will look into status and reach out with next steps
  
  Apr 11 @ 13:05
  Received email saying still being looked into
  
  Apr 15 @ 13:23
  Sent email stating still have not received update on status of bag
  
  Apr 16 @ 14:01
  Received email from Naudia stating matter is still being worked on. Escalated to internal team
  
  Apr 23
  Requested return of bag since there was no update on status of consignment
  
  Apr 24 @ 05:48
  Received email stating Naudia saw the request to return bag
  
  Apr 27 @ 12:33
  Sent email asking if I would receive tracking for return
  
  Apr 28 @ 05:30
  Received email stating tracking details would be emailed
  
  May 28
  Sent another inquiry on status
  
  May 28 @ 08:31
  We have received inquiry and looking forward to resolving your concern
  
  Jun 1 @ 9:02
  "You have not been forgotten"
  
  Jun 3 @ 10:03
  "You have not been forgotten"
  
  Jun 9 @ 15:25
  Sent email stating have not received update
  
  Jun 9 @ 15:25
  Received email, Thanks for reaching out
  
  Jun 9 @ 18:25
  Sent followup stating still no update
  
  Jun 10 @ 10:52
  Received email from Havannah, who stated she will look into the return status
  
  Jun 11 @ 11:18
  Sent email stating this is the multiple repeat requests. It has been 3 months since the bag has arrived at the RealReal with no updates.
  
  June 11 @ 15:27
  Received email saying matter has been escalated
  
  Jun 13 @ 08:42
  Sent email stating there has been no personal followup as promised

   

  
  

  Sincerely,
  
  ****** **

  

  Business Response

  Date: 06/17/2025

  Client has been updated with tracking details. We apologize for any frustrations.

• Initial Complaint

  Date:06/11/2025

  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.

  On Feb. 5, 2025, the RealReal (TRR) received five items that I sent to them for consignment; this package included a **** ***** Square Neckline Jumpsuit (#WYK94442). The item sold for $108, after being listed in 'Very Good' condition, with only minor fading throughout. I was issued a commission for the sale. The original purchaser decided to return the jumpsuit; the RealReal sent the item back to me with a tear in the back and took back the original commission. It was not delivered in this condition. The company also did not reach out to me in advance to notify me that the item was being received, nor that it had been damaged. Immediately upon receiving the package, I contacted *** and notified them of the issue, sending pictures of the damage, including the original listing. After some internal investigation, *** accepted fault and agreed to pay me commission for the damaged item. They requested that I return it so that they could determine the proper compensation. I pointed out to them that their listed policy indicates that a commission would be paid if the item is damaged by their fault and did not include a requirement to return the item. Further, given that it had sold in its original condition, the proper compensation was already clear. The company refuses to issue compensation, stating that there is an additional process not disclosed in the terms and conditions.

  

  Business Response

  Date: 06/13/2025

  We have been in touch with the client and are working to resolve. 

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23454255
  
  I am rejecting this response because: The RealReal has closed the issue on their end; there is no active attempt to resolve this issue.
  
  Sincerely,
  
  La ***** ********

  

  Business Response

  Date: 06/17/2025

  Client has been advised of resolution options via email. We apologize for any frustrations. 

  Customer Answer

  Date: 06/22/2025

   
  Complaint: 23454255
  
  I am rejecting this response because the RealReal is not acting within the guidelines of their own policy. They have admitted to damaging merchandise and refuse to repair it, according to their own policy.
  
  Sincerely,
  
  La ***** ********

  

  Business Response

  Date: 07/03/2025

  Client has been advised of the required next steps. Without proper requirements we are unable to move forward.

• Initial Complaint

  Date:06/10/2025

  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 submitting a formal complaint against The RealReal, Inc., headquartered at *******************************************************. I believe this company engages in deceptive, unfair, and unethical business practices that violate consumer protection laws and exploit consignors.On March 14, 2025, I consigned a brand-new pair of ****** ******** leather boots to The RealReal. The boots were from the previous years collection, retail for $850, and were sent in flawless condition with the original designer box, dust bag, and all branded packaging materials.The RealReal photographed the boots, listed them on their website, and clearly labeled them as being in Very Good condition. The images posted clearly showed unworn soles and pristine, new condition, proving the companys awareness of the items high value and quality.Despite this, the boots were priced and sold for only $100 without my knowledge, approval, or consent. This is a drastic and unjustified undervaluation, resulting in significant financial loss.These boots are still sold for $850 at retailers including ************* and Bloomingdales. My attempts to dispute the pricing were met with vague, dismissive responses.I request the ************************ investigate The RealReal for deceptive trade practices, misrepresentation, and unfair treatment of consignors.I have attached relevant documents, including shipment proof, retail price evidence, listing screenshots, and correspondence.Thank you for your attention to this matter.

  

  Business Response

  Date: 06/13/2025

  We have been in touch with the client and worked to resolve. 

• Initial Complaint

  Date:06/09/2025

  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.

  I sent the realreal two pairs of brand new Faragamo women's shoes via *** in August 2023, both of which retailed for $800 a piece. After about 6 mos. I started to inquire about them. I sent them several emails which they didn't respond to. After I threatened them with legal action they started a dialog. Several more emails resulted in my receiving a check for $79 for one pair they said they sold. About a month or two ago I requested they send me the other pair back. After several more emails I was then informed that they paid me for it showing me a copy of the invoice of the pair they said sold that I had already receivedabout 6 mos ago. I AGAIN told them I sent them TWO pairs of shoes and after several more emails I was finally told that they sent me a check for the second pair two days after the first check! No warning preceded the supposed mailing of this check. Furthermore, they do not produce a copy of the invoice nor a copy of the canceled check. I never received a second check because I truly believe they never sent one. I believe both pairs of shoes were stolen right away. If they won't or can't send me my shoes back I want the full retail value of $800 for them.

  

  Business Response

  Date: 06/13/2025

  We have been in touch with the client and worked to resolve. 

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23445843
  
  I am rejecting this response because: it's lip service. How are they "working to resolve" my complaint? Are they sending me back the brand new pair of Faragamo shoes like I requested? Or, since they claim they have no shoes, are they prepared to pay me the retail value of $800.?
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/17/2025

  The client has been updated with payment details. We apologize for any frustrations.

  Customer Answer

  Date: 07/21/2025

  No, this client has NOT been updated with payment details! Why were you not?
  

  

  Business Response

  Date: 07/22/2025

  Client has been advised that both pair of ********* Ferragamo shoes, have been sold and commission was sent for each. We apologize for any frustrations. 

• Initial Complaint

  Date:06/09/2025

  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 sent a brand new designer dress (with retail and designer tags) to The RealReal for consignment. On June 6th I was informed that the ********* was listing my $995 dress for $105. I contacted **************** via chat. I requested a reevaluation: either list for $500 or return. Days later I was informed that an investigation was done and the amount for sale would not be adjusted. I was informed that I could have the item returned for $20. I pointed out all of the inaccuracies of the listing (condition, color, dimensions, price way off); that the item is currently on sale at the Designer's store and ******** for $995. I requested a return for $20 and gave my address. On June 9th, days after stating the above, I am told that the item sold for $84 and cannot be returned. The deliberate underpricing and false description is suspicious. It is a way to keep the item or an insider purchase so that it is not sold at the correct price or returned. I would like the same dress as a replacement. It can be purchased here: ***********************************************************************************************

  

  Business Response

  Date: 06/13/2025

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

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23445355
  
  While I appreciate an email from TRR, stating that the issue is being investigated, I am rejecting this response because:

  there has been no resolution nor offer of a resolution. 

  Futhermore, the email that was sent to me 3 days ago contained misleading information. From the ******************** Rep:

  "I just wanted to reach out and touch base with you in regard to your Zero + ***** ******* V-Neck Long Dress (ZER51056) as it was sold before a return request was submitted." 
  
  I made a request to change the pricing--or return--several times. The first time I made my request was  within 30 minutes of the item being ready to be posted. The first email sent by *** regarding listing my ZER51056 item was sent at 9:02 a.m. on June 6th The first time I requested either a change in price or return was via chat at approximately 9:30 a.m. on June 6th. 

  I am looking forward to a resolution to the error made by TRR. 

  
  
  Sincerely,
  
  K. L.

  

  Business Response

  Date: 06/17/2025

  We are continuing to work on the clients request and will follow up ****. We apologize for the delay.

• Initial Complaint

  Date:06/06/2025

  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 ordered a diamond and white gold tennis bracelet from The Real Real. I took it to my very reputable jeweler to have it sized smaller. Unfortunately, the bracelet was at the jeweler so my window for return expired (but not by long).The jeweler called to tell me this was a fake gold bracelet and provided proof via photos of the inside of the bracelet which he said it was some type of alloy, probably copper. He wrote a statement regarding this.I immediately contacted *** and they asked that I send photos and a statement from the jeweler. I sent them that day and even offered to send them hard copies, no response.I have been going back and forth with them. They have a team who makes this decision but Im not able to speak with anyone on the team. Im only able to speak with agents who have no authority to make this determination, Im not sure how they can authenticate it since I still have the bracelet,Today, I was told they would not refund me due to the return window closing barely.They then asked me today to send documentation, as if they never received it. Very incompetent clearly. The standard response is please allow us 3-5 days for the team to make their determination. I read just a snippet of TRR reviews and Im not alone in receiving counterfeit items that the customer will not be *********** you are well aware, selling counterfeit items is a federal offense.All I want is a simple return label and I was told no. Im opening a dispute with my bank but I an also hoping you will support me to resolution. Thank you, **** Note: I know I will contact the Attorney General as well.

  

  Business Response

  Date: 06/13/2025

  We have been in contact with the client and worked to resolve. 

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23436185
  
  I am rejecting this response because:
  
  I have returned the item, but have not received the full return including the expedited shipping and the return shipping.
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 06/17/2025

  Please allow for order to be processed. Our terms can be viewed here-******************************************

• Initial Complaint

  Date:06/06/2025

  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 May 31, 2025 I purchased a bag on therealreal.com that was listed as "No visible signs of wear" as well as "Final Sale." In the event I did not like the bag or changed my mind, I purchased return insurance through XCover (approx. 10% of the total cost of the bag). The bag arrived on June 5, 2025 and I immediately noticed: one, multiple signs of use (pulled threads, matted stitching), and two, a large, active security tag attached to the zipper -still blinking and everything. Not only do I not have the means to remove a professional security tag, but the condition described in the listing is clearly dishonest. When I contacted the company for a full refund - including the insurance policy - because I received an unusable item, they would only refund the cost of the bag. The RealReal would not acknowledge the inaccurate listing condition nor the fact that the insurance was not meant to cover a shipping error - i.e. a giant security tag that I cannot remove.

  

  Business Response

  Date: 06/12/2025

  We are in touch with the client and working to resolve. We apologize for the frustrations. 

• Initial Complaint

  Date:06/05/2025

  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.

  As TheRealReal will see in their records, I am a somewhat 'regular' customer of theirs, who has not only Consigned clothing with them, but I also have purchased clothing and shoes, over the past few years.More recently, I had a 'black tie' event coming up, and so I wanted to buy a few different evening bags, to see which bag might work best with my outfit. I planned to keep only one evening bag, and return all the other bags. This was order # R353051682, placed on 5/19/2025. Because I live in *** (where *** has multiple storefronts), I can easily return any unwanted clothing and shoe purchases to one of their stores, which means I do not have to pay any return shipping fees.When I placed my recent order for the handbags, I saw an indication that NO handbags are returnable UNLESS you pay an additional amount of money referred to as a 'Return Guarantee'. Wanting to understand more about how this worked, I had a 'Chat' with a *** *** (which I have a copy of) where their responses to me regarding the return guarantee 'made no sense'. (Clearly, English was not their first language...) So I then CALLED and spoke with a *** at ***, who suggested to me that, when I returned the bags, I would receive a FULL refund which would include the additional 'return guarantee' fees that I had to pay. Nowhere in the conversation was I told that I'd NOT be able to return the bags to a *** store, but that I'd have to mail them to a THIRD PARTY, and that I'd be CHARGED for the return shipping. (And if that language IS anywhere on the *** site, then it is BURIED in the fine print.) Either way, I clearly tried to understand the policy, before I made the purchases.Only after the fact was I told that I must deal with this 'third party'...that I will be charged return shipping fees...that I must provide PERSONAL BANKING INFO to this THIRD PARTY, etc., even though I made the purchases THRU TheRealReal. No one at *** (and with any 'power') has called me to rectify this.

  

  Business Response

  Date: 06/12/2025

  We apologize for any frustrations. Client has been advised that their return must be processed via the third party vendor due to coverage purchased.

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23431660
  
  I am rejecting this response because:

  1) I was not told, PRIOR to purchase, that I'd have to process any returns thru a third-party.

  2) I was MISINFORMED by TRR ***** that I would receive FULL refunds (including the cost of the 'Return Guarantees') for any bags returned.

  3) I was NEVER TOLD, prior to purchase, that I'd be UNABLE to return bags to a local TRR shop (as I'd always done with prior TRR purchases/returns) and that I would have to mail back each return, and separately.  This also means that I knew nothing - prior to purchase - about 'return shipping fees'.

  I made every attempt to understand how the handbag 'Return Guarantees' worked, prior to purchase, and I was given misinformation and in other instances, not enough information.  As a long-standing customer, TRR needs to stand behind the purchase I made THRU THEM...NOT thru a 'third party'.

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

  

  Business Response

  Date: 06/17/2025

  We truly apologize for any confusion and/or frustrations. We are unable to move forward with a refund.

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23431660
  
  I am rejecting this response because:

  the company MISrepresented and provided me with incorrect information regarding the purchase details, total costs, and the return policy/refund amounts (as was evidenced in my online chat with one of their ***** a copy of which I already provided to TRR).

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