Business Profile

Ecommerce

The RealReal, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB’s business profile for The Real Real was created in February 2014. A review of complaints was completed in November 2024. For information about lost or damaged property, please visit Consignment/Sales Agreement (2. Consignment, (A) Delivery Of Consigned Property; Risk Of Loss)

For additional support options, please visit The Real Real's Support Center.

Complaints

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

Customer Complaints Summary

2,020 total complaints in the last 3 years.
597 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/24/2023
Type:Billing 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 been a long time *** customer (since 2014) and I do make fairly large purchases regularly on *** website. I was told I am one of the top customers for *** and have spent a good fortune over the last 9 years as First Look Member. It's disheartening to see *** customer service is still lagging even for their really good customers who have helped make the company be what it is today. Late last month I purchased 2 Rolex watches of which one was not running and the other had sun damage to the dial. I requested returns on both watches the same day I received them. Both watches were delivered to the *** return center and I have proof of Delivery from *** that the two watches were delivered on 4/4 & 4/10. *** return policy advertised on their website states returns are processed within 5-days. I am owed over $21k and it's now been 20 Days on one watch and 14 Days on the other since they were returned. I have called, emailed and contacted several people from *** and all I received is a message back "We are working on it". Today I find out from customer service that the packages got lost or stolen after they were delivered to the *** and *** has filed a claim with ***. I was also told *** is also investigating. In the meantime, I am still out $21k on my credit card and the only response I keep getting from the *** is "We are looking into it". It took 20 days now since the first package was returned to find out that they lost it and another 14 days later since the 2nd package was delivered to only find out that 2ns onw is now lost or stolen. I should have already been refunded for these purchases based on *** return policy but instead, I am still stuck with a credit card bill of over $21k. If the packages are lost, this is ***'s internal issue to deal with and not the customer. My funds should not be held for this long.
Business Response
Date: 04/28/2023
Client has been contacted and issue resolved
Initial Complaint
Date:04/24/2023
Type:Delivery 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 March 3rd The Real Real received my ********************* Amazone Crossbody for consignment. Although I received numerous emails that they were now accepting bags in fair condition my item was not accepted due to interior peeling/cracking. As per the website items not accepted would be shipped back within 30 days however I have still not received my bag, instead I've gotten responses to my numerous inquiries in the form of "I've submitted the request for your item to be reviewed", and the review is set to be completed on 4/20, we've given you $25 in site credit for your patience. These are just a few of the excuses I've received in lieu of having my bag returned to me. I want my LV back or to be compensated for the item you've clearly stolen/misplaced.
Business Response
Date: 04/26/2023
We have reached out to the client and are working to resolve.
Customer Answer
Date: 04/26/2023
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:04/23/2023
Type:Delivery 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 March 15, 2023, Returnmates picked up my sons *************************** LEATHER BOMBER BIKER JACKET BLACK *** 56/US 46) in almost pristine condition (purchased new +$4000), from my home, without receipt or tracking information. However, I received a confirmation text on March 16, 2023 from Returnmates that my sons jacket had been delivered and processed at The RealReal. A couple of weeks later I received a phone call from the manager at the Melrose store, *****************************, asking if I had sent an item for consignment as his team is trying to locate it. Fast forward many weeks, unanswered calls, texts to **************** and very vague customer service information emails from a Consignor Concierge named **** regarding my item that has mysteriously disappeared. At this point, I have absolutely no idea where my sons jacket is, and I either would like it returned, in the exact same condition as sent or I need to receive the monetary value of the jacket determined by a third party, and not by The RealReal. Otherwise, they have stolen my property. Please let me know what else I can do in order to protect myself and get my property or the monetary value from The RealReal.Thank you,*************************** (I have photos, however, your site says there there is an unexpected problem and to try again later)
Business Response
Date: 04/26/2023
We have reached out to the client and are working to resolve.
Customer Answer
Date: 04/27/2023

Complaint: 19972840

I am rejecting this response because:
I have included screenshots of the emails between myself and Arin, The RealReal consigner concierge. I received an email stating It has been a few days since we last heard from you regarding your issue. We've determined it's probably safe to mark it as solved. This is unacceptable customer service and it seems deliberate that this company does not track the items picked up for consignment, by doing a simple ****** search. This is theft.
Sincerely,

***************************
Business Response
Date: 05/03/2023
Client has been contacted. Payment has been provided and we have met what is expected in our consignor's terms.
Customer Answer
Date: 05/03/2023

Complaint: 19972840

I am rejecting this response because:
My case is proving just how ridiculous this company is and its blatant theft of my personal item. Instead of refunding me the total amount of my jacket, (after they tried to pay me a fraction of the worth, yet on their website had the exact same jacket valued at $2000), the company PRETENDS the jacket was commissioned/sold and only wants to pay a percentage of the new value of my jacket $2000. I did not agree to this. This is not how business is done! TRR stole my jacket and I am entitled to the full amount of its value: $2300 to replace it!

Sincerely,

***************************
Initial Complaint
Date:04/23/2023
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.
On 12/31/22 I purchased an item at The RealReal store in *********. On 1/1/23 I returned the item to the same location in person. I purchased using my bank credit card, and assumed the return would be processed to my card. The *** receipt says to allow up to 5 days. Today is 4/23/23 and after over 40 attempts via email to secure the funds, I have no item, nor the returned funds. I have been told that the company will send a check from a ********* office on 4/10/22, and to allow 5-7 days to receive it via ***** No check has arrived. No one will return my calls from the store. I cannot get anyone to give me any contact information of a district manager so I can escalate to resolution. I am still waiting for the $784.20 refund!
Business Response
Date: 04/26/2023
Client has been contacted and we are working to resolve
Customer Answer
Date: 05/01/2023

Complaint: 19972557

I am rejecting this response because:
there is still no evidence that the company is cutting me a check for my overdue refund. I provided evidence that I never received the funds and still no check. They said they mailed the check. Now they admit no check was cut due to a hiccup in the system. They are fraudulently lying and giving me the runaround!

Sincerely,

*************************
Business Response
Date: 05/03/2023
Customer has been contacted with a copy of the refund check mailed out to them on 4/26/23
Initial Complaint
Date:04/23/2023
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 consigned a ring with therealreal back in December 2022. The lost/stole my item and did not inform me. After a lot of back and forth regarding compensation for item DEB20300 the offer me $697 on a ring that is worth $5000+ tax. No rings listed on their site of the same brand are priced this low even with a much lower MSRP. I asked for a price increase but have not heard back since. The company stole from me and what they offered in return is not acceptable.
Business Response
Date: 04/26/2023
We have reached out to the client and are working to resolve.
Initial Complaint
Date:04/23/2023
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 wanted to purchase an item that after inspection on their site was not authentic. I alerted their customer service and they eventually took the item down from the site.They owe me a site credit for this favor and for deceiving customers. They also run Obsessions sweepstakes and I always participate but never win. Id like TRR to send me $5000 site credit for almost scamming me into buying a fake Watch.Item number: #WAPPL21685
Business Response
Date: 04/24/2023
Client was contacted via email with resolution.
Initial Complaint
Date:04/22/2023
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 consigned a $799 pair of ***************************** boots with The Real Real. In February 2023 I was told they were sold and my commission was $205 which was fine. In March I was told they were returned. I then requested that pair and 2 other pairs that I had consigned back as there was no transparency at all in their process. I was told I would receive all my items back and did receive the other 2 pairs. They said I had to wait for the returned pair until the buyer sent it back. All of a sudden in April **** a new commission appears for only $79. When I inquired the agent said it turned out the buyer kept them but did not explain why the numbers have gone down. He said he would tell them to increase the commission. When I further inquired I was told the "request to increase the commission had been denied" even though I was only asking for the actual amount they had d said it was initially. I suspect there was a return and then after I asked for my item back they sold it at a discount. I am seeking at least the $205 if I can't get the original value of my boots. They were brand new. I was aware I would have to take a loss and my commission would be 55percent but never that much of a loss when they never even told me what was going on and apparently lied multiple times.
Business Response
Date: 04/26/2023
We have reached out to the client and are working to resolve.
Customer Answer
Date: 04/26/2023
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 provided that they make the payment that they agreed to on May 15, 2023. My understanding is that they have agreed to give the requested commission and it will post as a direct deposit to my bank account on May 15, 2023

Sincerely,

***********************
Initial Complaint
Date:04/21/2023
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.
Ive been contacting with TRR multiple times in regarding to a lost package of my Hermes handbag. TRR promised to pay my part of commission in total of $5100 by 4/15/23. Its been a week I still no receive the payment. And for the past week, I actively contacted them. But they kept telling to give them 2 more days, then 2 more days, then 7 more days. They said it is between TRR and *** that need to settle this first then get me paid. But the truth is, the returning label was created in mistake by TRR and sent the package to a wrong address through ***. It is TRRs fault. I should be paid by TRR, not to wait until *** pay TRR first and pay me second..All Im asking is to get my payment of $5100 as TRR promised now. Not a week after week waiting. TRR is just playing games to delay my payment from my point of view. If its still like this, Ill have to find legal assistance. So disappointing and waste my time.
Business Response
Date: 04/26/2023
We have reached out to the client and informed that once investigations have concluded we will contact to provide resolution.
Initial Complaint
Date:04/21/2023
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 sent a Cartier gold trinity ring in for consignment, and TRR received it on 3/30/23. On 4/13/23, the following message showed up for this ring on my account "Not able to authenticate, requires proof of purchase." I contacted them via chat and email and sent them the proof of purchase. Since then, I have tried contacting TRR via chat, email, phone, and letter. I have received no response at all. On their site regarding my ring, it also says "The item is being prepared for return." It has been eight days since I sent them proof of purchase, and then when I could get no response, told them (by chat and email and letter) to just send me back the ring asap and send me tracking information.This ring has now been in their hands for over 3 weeks. It's fine if they don't want to accept it, but WHY are they not promptly returning the ring to me, and WHY can I get no response from them regarding what is going on?BBB - Can you *please* get TRR to send my ring back to me, and send me shipping tracking information so I know when I will receive it? My numerous attempts to communicate with TRR have been ignored.This has been a most dissatisfying experience with TRR. It is my first, and it will most likely be my last.Thanks, *************************
Business Response
Date: 04/26/2023
We have reached out to the client and are working to return item ASAP.
Customer Answer
Date: 04/26/2023

Complaint: 19967321

I am rejecting this response because: business has not yet sent package or even provided tracking information. I can accept only after I have the item back in my hands, in the same condition I gave it to them. TRR has been a consistent nightmare to work with. They haven't "reached out" to me -- they just keep delaying returning my item.

Sincerely,

*************************
Business Response
Date: 05/03/2023
Client has been contacted with tracking information.
Customer Answer
Date: 05/03/2023

Complaint: 19967321

I am rejecting this response because: I can close this complaint after I actually *receive* the item, confirm that they sent the correct item, and that it's in the condition I sent it. Considering the nonstop nightmare working with this company has been, this situation will only be over when it is actually over.

Sincerely,

*************************
Initial Complaint
Date:04/21/2023
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 consigned brand new designer items that were purchased from Bergdorf *******. The RealReal practically donated the items. The items sell for $250 and I got $13.00. The Real Real is very dishonest to sellers. They do not even contact sellers on the prices they are listing the items for.GOOD VALUE OCEANUS Printed Embroidered Accent Bikini w/ Tags Size: S $75.00 Now 15% off - $63.75 Est. Retail $340.00 *************** Girls' Floral Bikini w/ Tags Size: 7 $80.00 Now 20% off - $64.00
Business Response
Date: 04/26/2023
We have reached out to the client and are working to resolve.

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The RealReal, Inc. is BBB Accredited.