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

2,000 total complaints in the last 3 years.
582 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:12/16/2022
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 sold a item through them recently and was told I should be paid for it in December. It is now past the date they mentioned and when I called to confirm what was going on they could not verify a date and that I should be paid for it at the moment. They are now saying it has been sold but are not able to give me any documentation on when it sold or able to reflect it on my account. I have been trying to speak to a manager and not getting response to escalate my concerns to someone who can actually help.
Business Response
Date: 12/16/2022
We have reached out to the client to work to resolve this issue.
Initial Complaint
Date:12/15/2022
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.
I sent two pairs of gold and Diamond earrings and five rings to The Real Real (TRR) in mid-September after reading that I could change my mind et any time before listing them and get my items returned free. I decided I wished to have all my items returned and chatted via text with a customer service agent. She said she had them all taken care of, marked RTC (Return To ********) and they would arrive back to me in a couple weeks. They didnt arrive, so I messaged and spoke to a different agent who promised me the same thing. I have screen shots if those conversations. The items never came, but I did receive an email congratulating me on the sale of one of ******** of earrings. I paid $345 for them. They were sold, against my will and after two attempts to get returns, at a 55% commission tor TRR. Which left me with $125. I contacted ******** Service agent *************, who was great and put the amount I would receive up to $165. In light of the fact that TRR never had my permission to sell them and had promised their prompt return nearly a month earlier, I believe I am owed $135 more to compensate for the $300 they were worth. And TRR should receive no commission. **** then promised me that the rest of my items would be returned in two to four weeks. Roughly two weeks later the other pair of earrings was marked as sold. I called and spoke to **** again, who told me the earrings had been lost. I was upset but thought I would be fully reimbursed. Until I looked at TRR site again and saw the same earrings were not only marked sold but also marked that they were sold for 20% off! I called again and talked to a young man who reassured me I would be paid the full $300 upon the next pay date. Which is today, Dec. 15, 2022. I checked my account and I received $165. I want the $135 owed me for both pairs of earrings. Fortunately, I did get my rings back about two weeks ago. I have photographic evidence of most of the visits Im speaking of. I want the $270 owed me.
Business Response
Date: 12/16/2022
We have reached out to the client to work to resolve.
Customer Answer
Date: 12/17/2022

Complaint: 18595332

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
Date:12/15/2022
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 initiated a return two weeks ago and returned the clothes the same day. The *** shows that it has been delivered by Dec 2nd. But two weeks later I still haven't received a refund. I contacted customer service several times in the middle, but it was not dealt with.The service staff suggested that I make a claim to ***, but *** had already delivered the package on December 2, and it showed that the realreal had signed for the package. So I think the realreal received my returned item but doesn't want to refund me.
Business Response
Date: 12/16/2022
We have reached out to the client to work to resolve.
Initial Complaint
Date:12/15/2022
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.
*** had numerous problems with the company claiming my consigned items were not authentic sending them back to me I recently purchased what I thought was a ******************************* silver bracelet with a blue heart I just got it yesterday and took it to Tiffanys where they put a magnet to it and told me it was not a true ******* bracelet I contacted the company after much hassle finally talked to a supervisor and she denied giving me the refund as soon as they got the tracking number for me to send the bracelet back they claim that theyll have to re-authenticate it which can take at least 7 to 10 business days to give a refund this is not acceptable as this is a Christmas gift Christmas is less than ************************************************************ a fake ******* bracelet that they claimed as authenticated and has a sticker stating that its been authenticated by their team and is a true ******* bracelet not only is this false advertising it is a scam once again I can never talk to a manager its just a floor supervisor which is in my opinion just another customer service agent *** talk to my luxury consignment manager ***** and he said its a joke that no manager ever calls a customer backToday I just called again and the customer service agent refused to give me a manager she kept asking for the all the details and I said its regarding a complaint and she would not pass me along to the manager please help
Business Response
Date: 12/16/2022
We have reached out to the client to work to resolve the issue.
Customer Answer
Date: 12/16/2022

Complaint: 18579292

I am rejecting this response because:
You sent me an automated message I believe because Ive already replied and you failed to reply back do you need to pay for the printing out of the label and new packaging to send the bracelet back and Im not paying for it that is five dollars point $.67 and they failed to answer once again
Sincerely,

***********************

Business Response
Date: 12/21/2022
We have reached back out to the client and are working to resolve.
Initial Complaint
Date:12/15/2022
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.
Sep 14, 2022, 12:17 PM PDT I received my order however the reason I chose this watch because the collateral band was included. It is not in the box. Please help. Thank you. ******* WAPPL21320 Herms X ***** Series 3 Watch 1 $545.00 Subtotal: Sales Tax: Promotions: Merchandise Refund: Return Shipping and Processing Fee: Total Refund: $545.00 $26.16 -$109.00 $462.16 ($12.95) $449.21 A resolution has been ongoing since September 14. I simply requested a partial refund, and this is the outcome. To basically give me credit on their website to spend more money and then give me a deadline to do so. ****** (The RealReal) Dec 15, 2022, 6:32 AM PST Dear *******, This is regards to your recent contact with The RealReal in reference to order R251480720. Please trust me as this is not the experience which we want to cater to our valued customer like you. To make the things right for you we have issued the site credit in your TRR account for $40 which can be used on your next transaction with us and is valid till 03/13/2023. Simply place an order and it will automatically apply at checkout. If you need further assistance, our team is here to help you.*********,****** ****** Services Specialist The RealReal *********** You can now text TRR to ***** for immediate assistance from Customer Service.Download ********************** App: https://trr.app.link/download
Business Response
Date: 12/16/2022
We have reached out to the client to work to resolve this issue.
Initial Complaint
Date:12/14/2022
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 been trying to work with your consignment relations for the past 3 months. I have spoken to MORE THAN 30 PEOPLE!!!! No one is doing their job in your company. All they are TRAINED FOR IS TO TRANSFER CUSTOMERS AROUND!!!! I AM SO SICK AND TIRED OF YOUR PEOPLE AND YOUR COMPANY!!!ALL I WANT IS MY SITE CREDIT TO BE DIRECT DEPOSITED INTO MY ACCOUNT!!!! I WAS FINALLY GIVEN A TICKET NUMBER: *******. I have spent hours and hours chatting with customer service and consigner relations. I have also called multiple times. I was given different information everytime. I was promised everytime that a ticket has been opened and that I will receive an email. All the email I received are C*** PROMOTIONS from you, which I will no longer bite!JUST SEND ME MY MONEY!
Business Response
Date: 12/15/2022

Thank you for the details of this complaint. Please be advised we have reached out to the client directly to resolve this matter.

Customer Answer
Date: 12/16/2022

Complaint: 18576033

I am rejecting this response because: Your message says that you have reached out to me. I just checked my email, missed calls, and my text messages and I have not received a single communication regarding this matter.

Sincerely,

***********************
Business Response
Date: 12/24/2022
Hello,
Thank you for sharing the client's concerns.
We have resent our email response in an effort to get in contact with the client for a resolution.
At this time more information is needed. Please find the attached file for our response which was sent to **************************************

TRR Internal Case #*******
Initial Complaint
Date:12/14/2022
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.
In July 2022 I shipped two pairs of ******************* shoes to TRR using a *** they provided. The shipment was accepted by *** and delivered to their warehouse. I have been following up for the last 5 months about why my items are not listed for sale. *** says they cannot find my items, despite me having delivery confirmation and their own website status saying the items were received. I want to be compensated for the consignment value of my two lost items. I have been emailing for status weekly without a response. missing items ID: ******** and ******** from July 2022.
Business Response
Date: 12/20/2022
We have reached out to the client and are working to resolve.
Customer Answer
Date: 12/20/2022
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:12/14/2022
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 May 7, 2022, I bought the birkin shadow bag from ******. I want to sell the bag to the real real company. I sent them the details of my bag. Because I dont like the color of the bag. So this bag is brand new. I havent used it. On May 20, 2022, trr company quoted me $50000-$55000. The specific price needs to be taken to the company to check the details, but the photos can show that it is very new. On May 27, 2022, someone from them came to my house and took the bag. On June 15, 2022, trr sent me an email. My bag price was $44000. I contacted their staff. Finally The price they gave me was $50,000. If it was consignment, they would take 20% of the commission. If it was buy out, they would take 30% of the price. At that time, I asked for buy out. But they said that the package was more than $19,999. They no longer provide buy out. As Compensation. They only take a 15% commission. I accept it. It is clearly written on the bag page of the official website that there are no visible scratches. Since June, this bag has not been sold. trr company told me that I can sell this bag at a reduced price, and I accepted it. The bag has not been sold until half a year, so I decided to take the bag back. When they sent it back to me on November 21, 2022, I found that my bag was full of scratch marks and used marks. It was consigned by trr company. They must be responsible for my bag and not would damage my bag. When I got my bag I found it was very worn out and injured. The consignment contract of trr was clearly written. During the consignment period, trr company is responsible for keeping the bag. If it is lost or damaged during the period, they will need to buy the bag at the original consignment price. I contacted twice and just told me that they have reported the problem and someone will contact me. But no staff came to contact me. I sent an email to the company to contact them. They just asked me to provide photos. Until now Im still waiting for the answer.
Business Response
Date: 12/21/2022
We have reached out to the client and are working to resolve.
Customer Answer
Date: 12/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and they just email me and try to solve this issue. I accept the response to resolve this complaint.
Sincerely,

***************
Initial Complaint
Date:12/14/2022
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 recently sent a Louis ******* handbag on 11/3/22, for consignment at The Real Real #******* My consignments were not accepted, and they refused to send them back. They asked me for proof of purchase. I sent them a screenshot of the receipt, but they still refuse to send it back because it was purchased second-hand, and they only accept proof of purchase from Louis ******* stores. This is not right! They can sell it, but I can not buy it from any other source. I can pay for the return shipping fee but I want my handbag returned to me immediately.
Business Response
Date: 12/15/2022
After a careful inspection, our trained authentication experts have determined item ******** on your account is not authentic. This is consistent with our policy on authenticity, those items will not be returned. Please reference our consignor terms for more details.
Customer Answer
Date: 12/20/2022

Complaint: 18571310

I am rejecting this response because: I have proof of purchase, it was a store receipt. I want my handbag to return it to me.

Sincerely,

****** Do
Business Response
Date: 12/28/2022
After a careful inspection, our trained authentication experts have determined item ******** on your account is not authentic. This is consistent with our policy on authenticity, those items will not be returned. Please reference our consignor terms for more details.
Initial Complaint
Date:12/13/2022
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.
I placed an order on The Real Real for 3 dresses; combining the purchase help me save on the shipping fees.They then told me that one of the dresses was not available; some inventory mix-up and they did reimburse me BUT the dress was still available ( same dress same style same size ) so I ordered it again only a few days later after having tried to contact them without success, and I had to pay for the shipping fees again , of course.But since it is their mistake, I think it would only be fair that they reimburse the shipping fees.I have send many e-mails that remained unanswered except for some dumb automated answer with no meaning.I also spend close to an hour, twice, on their chatting "service" to end up with a promise to be reimbursed ( I have saved the screen shot ) but it never happened.The second issue, also addressed in my many emails and the long long time chatting with them, is that I received someone else marchandise, 2 tops and 2 dresses, for which I had to pay custom and duties since I live in ******. One person said keep the merchandise, but never agreed to reimburse the fees; I have no intention of using those clothes, not my style, might give them to charity , but they do belong to someone ! One other person I chat with for the same problems made me list the items, description, brand and all, which I did, made me wait forever while he was discussing the issue with a superior only to have the conversation cut with no follow-up, even if they have my ID, email and all, and it was over a week ago.For such a big company this is an extremely disappointing experience. I, unfortunately, did a lot of business with them in the past but now I am having second thoughts about them.I am very thankful that you are willing to help and will provide you with all the informations you need to do so.I am not a social media person, but in our days and age, I really wonder how they survive the public opinion with such bad costumers relations.Thanks,*******************
Business Response
Date: 12/21/2022
We have reached out to the client and are working to resolve.

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The RealReal, Inc. is BBB Accredited.