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
- 2,032 total complaints in the last 3 years.
- 599 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:06/04/2023
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.
My item # GUC ******* was not listed in New Arrivals, Shoes. When I contacted RealReal about this, they were stumped by the issue. I want my shoes listed in New Arrivals, as they should be! Very disappointed with the RealReal.Initial Complaint
Date:06/02/2023
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 ordered a shirt from Real Takai (my second order) on March 22nd . Product name: RT NO. **** BLACK VERTICAL KNITTED SHORT SLEEVE COLLAR SHIRT.I received the order on April 3rd, and upon washing the shirt and drying it out in the sun,the shirt shrunk by a lot and it barely fits me anymore. I contacted customer service and asked for a refund or a replacement (and that Id be happy to send it back) to which they said that it couldnt be returned as it had been washed once, and offered me a $25 voucher. The price of the shirt was $48. I dont understand how their support cannot return or replace the item after washing, when the issue itself is caused by washing.I have spent moneys and time on their product and followed their handling instructions and Im now left with a product that is unusable.
Business Response
Date: 06/05/2023
This client has selected the wrong company for their complaint. This person did business with a company called REALTAKI, our company is called The RealReal. We have no record of this customer in our system.Customer Answer
Date: 06/07/2023
Better Business Bureau:
I have referenced the wrong company on the complaint. I will close this complaint and create a new one with the correct company name.
Sincerely,
***********************Initial Complaint
Date:06/01/2023
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 March 11 2023, The RealReal received a consignment package from me, with the Consignment ID *******. I had sent them 4 items, a pair of *********** heels, a ******************* dress, an **************** Renta skirt, and a Saint ******* crossbody bag. Soon after the consignment was received, I noticed that only the Saint ******* bag was posted online, but the other items were never posted. To this day, the 3 other items in my consignment box have never been posted. I have received a lot of mixed information about where these items are without proof. I would like compensation for my 3 missing items as per The RealReal's consignor contract, which states the following:"If an item of Property is damaged, stolen, or lost while in The RealReals possession, it will be treated as sold (defined in Title to Property at Section 7 below) and The RealReal will pay you a Commission (defined in Commissions and Payments at Section 8 below) on that item. The Commission will be based on the damaged, stolen, or lost items estimated Net Selling Price (defined in Commissions and Payments at Section 8 below) determined solely by The RealReal.Business Response
Date: 06/02/2023
We are in contact with the client and are working to resolve.Initial Complaint
Date:06/01/2023
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'm refiling my initial complaint from 5/13/2023. On 5/15 after filing a complaint with the BBB, I was contacted by a manager ************** Services Specialist) who assured me in writing/email that this had all been fixed permanently and there shouldn't be any more issues. After receiving that, I was successfully able to place an online order at which point I responded to the BBB that I accepted the business's response/resolution. I was so thrilled that this person had (apparently) finally resolved this nightmare. Now, it's 2 weeks later and I'm unable to place another order. Good grief, this is literally the Groundhog Day of resale incompetence and "how not to treat your customers." This morning, I contacted their customer service who once again told me "I will escalate this issue and you should hear something in a few days." If I had a dollar for all of the times I've gotten this response from TRR, I probably could have bought a brand-new bag from the Chanel boutique .I want my account access restored PERMANENTLY as I was told would be the case effective 5/15/2023 per the email. I've never, in my entire life dealt with a company that refuses to let someone spend money with them. In the past 5 months, TRR has exhibited so much incompetence from the myriad of customer service personnel and Account Managers that it's almost beyond belief. To say that I'm beyond stressed, frustrated and angry about this is the understatement of the year. At this point, I'm questioning if I even want to spend money with them. Now, it's also about principal and I will continue to report them until they finally do what they told me they would do.Business Response
Date: 06/06/2023
Client has been contacted and issue resolvedInitial Complaint
Date:06/01/2023
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 made several purchases from TRR. They guarantee authenticity of their designer products. Their website provided great detail about their authentication process. Simply put, this is not true. Every single item I have purchased has been a fake. Every. Single. One. I ordered ************. If you know their shoes, you know that they are made with the UTMOST quality. The shoes I ordered have a bow in front that is GLUED on. This brand would NEVER glue anything. The bow would be meticulously stitched. I ordered a F***I wallet. Fake. P***a shoes. Fake. G***i shoes. Fake. G******y purse. Fake. I contacted TRR and demanded an immediate refund and am waiting to hear back.Business Response
Date: 06/01/2023
Client has been contacted and we are working to resolve.Customer Answer
Date: 06/02/2023
Complaint: 20129013
I am rejecting this response because:
they initially offered to send me a return label for me to ship back the items in exchange for a refund. Now theyre backpedaling saying Im passed the return period and are refusing to send me a label. Theyre offering to re-authenticate the items, which I have refused because theyre just going to use their own in-house staff who failed to identify the items as fakes in the first place.I am truly disappointed in TRR. This company is a fraud and whoever runs it should be in jail for deceiving their customers and investors.
Aside from my money back, I do not want anything from TRR. I will never shop on their site again.
Sincerely,
*****************************Initial Complaint
Date:05/31/2023
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.
My new Ebel watch was either stolen or lost by the RealReal. Please see the attached email with all the references and pictures. Requesting total refund in the amount of $4,300.00 which is the retail value be paid via check.Business Response
Date: 06/05/2023
Client has been contacted and advised that we have confirmed the item via serial number and offered resolution.Initial Complaint
Date:05/31/2023
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 a pair of ************* shoes from The Real Real. They were described as being in "Good" condition. They arrived in poor condition and they were too small. Worst of all, their return process is *********** ****** complicated and costly. First of all, they denied me the return based on the condition of the merchandise, then had to accept the return based on wrong size. One of their customer service providers told me that I would be reimbursed for my initial shipping charges. The next one I deal with said that I would not be reimbursed for the original shipping. And that I would have to pay my own shipping charges back to *******, **. It typically takes 2 weeks for packages to arrive in ****** unless you send them by *** or ***** or pay even more money for expedited shipping. Their return window is only 14 days, so even if I was willing to eat ALL the shipping costs, I would have missed the deadline. Almost all other retailers allow for free return shipping. Misleading on all fronts. Would think twice about buying anything from them again; least of all anything that requires a precise fit.Business Response
Date: 05/31/2023
Client has been contacted and we are working to resolve.Initial Complaint
Date:05/30/2023
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.
Dear BBB Team,I hope this email finds you well. I am reaching out to provide you with an update regarding the ongoing issue related to my consignment on the RealReal platform. Additionally, I want to inform you that I have decided to file a business claim due to the lack of response and resolution from the RealReal customer service team.Here are the key points:I entrusted my Birkin 25 bag to the RealReal platform for consignment.Despite confirmation of receipt, my bag did not appear in my account, and unfamiliar and inexpensive items were listed instead.I reported the issue to the RealReal customer service team a month ago but have not received any response.The unfamiliar items have disappeared from my account, but my Birkin 25 bag is still missing.Considering the lack of progress, I have decided to file a business claim to seek a resolution and compensation.I will provide the emails between me and The RealReal to the claim website to initiate the process effectively.I wanted to keep you informed about the situation and express my sincere frustration with the RealReal's lack of responsiveness and failure to address the issue promptly. I greatly appreciate your understanding and support during this challenging time.Please rest assured that I remain committed to reaching a resolution and securing the return of my Birkin 25 bag or obtaining suitable compensation. I will provide further updates as the situation progresses.Thank you for your attention to this matter. If you have any suggestions or advice regarding the business claim process or any other steps I should take, I would greatly appreciate your input.Yours sincerely,*****/*******Business Response
Date: 06/01/2023
We have reached out to the client and are working to resolve.Initial Complaint
Date:05/28/2023
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.
Good evening, On April 3, 2023 I purchased a Mikimoto Commercial des Garons *********************** from The Real Real the order number is R257171860. I returned the necklace by *** and was issued return RMA number RMA620532036. The return seemed delayed so I checked my *** site and discovered the necklace was listed accepted on my consignment page. I immediately started a *** chat and it took awhile to get to the bottom of this. First the *** staff was going to send the necklace back to me, then I made it clear, I wanted a return not a consignment and that was the plan. I included two pictures of the chat. Several emails and chats later there is still no refund. Last week I received an email stating that *** never received the necklace. I absolutely sent the necklace back to *** and believe it was lost or stolen in the consignment department. I sent the necklace back as a return and have no idea how it got to the consignment department. The whole return process has become a prolonged stressful nightmare. I have attached the emails, purchase/return documents and chat screen shots. Please, let me know if you need anything else. I appreciate anything you can do to help. Thank You,*********************************** The item number is R257171860 The return number is RMA620532036 The item number on my *** consignment page was MIK23776 The price is $2,707.69Business Response
Date: 06/01/2023
Client has been refunded and issue resolved.Initial Complaint
Date:05/28/2023
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.
Ive been a first look member for a while but never really tried my best to get items at the exact moment they are live. However, after I started doing so, I dont think I was offered what I paid for. The items, especially the good looking ones, become on hold the same second they are available - Yes, every f****** time. (I use time.gov to track the time, and I pull down to refresh using the app at 3:59:59 PT to get the new listings, and tap on the first one to try to add to cart.) There has to be someone there doing something shady. If theres no one inside TRR doing this kind of ****, someone must be using bots. ****** the realreal bot and youll know. Im more inclined to believe theres a bot user, as the items are always on hold for a long time - sometimes ***** min. No one specifically coming after 1 item would do that. I dont intend to close this complaint until I experience some real change.Business Response
Date: 06/01/2023
Client has been contacted and we are working to resolve.
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