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.
- 583 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:12/12/2022
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.
An item I own, and sent in to the RealReal on consignment ID # ******* (received by the RealReal on November 9th) in pristine condition was returned back to me wrapped in a broken and unusable state. My Man Repeller acetate logo ******** that retails for $75.00, was damaged by the RealReal team. I attempted to contact my consignor, *************************, who quickly directed me to the Concierge Team stating In the future please contact them directly with any POST shipment questions/requests at: [email protected] and added I will be here the next time you are ready to OPEN a consignment.Not helpful, ******.Ive now attempted to reach out for a resolution on 12/8, 12/9, 12/10, and 12/12 and have yet to hear back from my dedicated concierge team.I am requesting a refund for the retail value of my ******** = $75.00.
Business Response
Date: 12/14/2022
We have been able to connect with the client and we are working to resolve this issue.Customer Answer
Date: 12/16/2022
Complaint: 18564376:Yes, They have connected with me. But I have yet to be refunded for the Man Repeller Acetate ******** they broke. I am still awaiting a refund.
Sincerely,
*******************************Business Response
Date: 12/28/2022
Thank you for your patience as we work to resolve your concerns. A member of our team has been in contact and this should resolved with payment for 1/15.Customer Answer
Date: 01/05/2023
Complaint: 18564376
Please leave this case open until I receive a $75.00 refund in my account on 1/15/23 as promised by The RealReal. As of today, I have yet to receive the refund. Thank you.
Sincerely,
*******************************Initial Complaint
Date:12/11/2022
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.
The RealReal "lost" the wedding ring set I sent them to sell on their website. This happened after I told them that the price they appraised the items for was too low. I requested that they send the items back to me. They then said that they lost the items and sent me a check for same price that I had rejected. Throughout the process I sent dozens of messages requesting that someone contact me about rectifying the situation. I was told repeatedly that a supervisor or manager would contact me. I was never contacted. They simply sent the check for an insanely low amount of the cost of the wedding ring set.Business Response
Date: 12/16/2022
Thank you for the information provided in this complaint. Please be advised we have reached out to the consignor to resolve the matter further.Customer Answer
Date: 12/18/2022
Complaint: 18556468
I am rejecting this response because: the resolution offered does not take into account the full value of the items the RealReal lost.
Sincerely,
*******************************Initial Complaint
Date:12/10/2022
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 sent a chanel bag to be consigned. One of their employees came to my home, took a picture of it (attached, with all the other things I consigned that day) and left with it. I then got a note that they were not accepting it for consignment b/c it was damaged. When I got the bag back, 1/3 of the metal circle that attaches the strap to the bag came off - making the bag useless. Their representative would not have taken the bag was in working order. When I gave it them the bag was in good working order (see the first two pictures) and now it is completely useless.Business Response
Date: 12/14/2022
We have reached out to the client to work to resolve this issue.Customer Answer
Date: 12/15/2022
Complaint: 18556114
I am rejecting this response because: their offer of paying for the repair is not acceptable. I am demanding compensation for the value of the bag and offered to ship the damaged bag to them if that is their policy. Finding an authorized chanel repair shop is really time consuming, also since they lost a part of the handle, its going to take chanel months to order the right parts. I have experienced this before and would not want to go through it again. The Real Real damaged my bag in such a way that it is no longer useful. I would like compensation for the value of the bag.
Sincerely,
*******************************Business Response
Date: 12/16/2022
We have reached out to the client and we are working to resolve this issue.Initial Complaint
Date:12/09/2022
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.
Ordered the bag from TRR on Sunday, December 4, 2022.Email letting me know it was preparing to ship to me on Tuesday, December 6, 2022.Shipping confirmation email received on Tuesday, December 6, 2022.Estimated date of arrival to me was due to be Thursday, December 8, 2022.Tracked the package on Wednesday, December 7, 2022 and noticed a Return to Sender had been placed on the package by TRR.Messaged with a representative on TRR about the **** Was told they did not know why but would try to have it taken care of so the package arrived to my address.Continued to check tracking status on the 7th and still had not changed so I messaged TRR again. Was told it was *** because of damage not previously specified and that they would refund my order and I could repurchase once it was relisted. I clearly stated that I didnt want to be refunded and that I wanted the bag delivered to me regardless of any unspecified damage.Called TRR on Tuesday, December 7, 2022 at 5:02 PM EST-call lasted 21 minutes. Asked to speak to a manager and call then was disconnected. Called back to TRR at 5:25 PM EST. Was told during this call that the images and description used for the item were incorrect and that was why the *** was made by TRR. I requested someone more senior call me back. Received a call from *** that evening. She said she would look into this and get back to me on Thursday, December 8, 2022. I called TRR on Thursday, December 8, 2022 at 12:41 PM EST. *** was not yet in and called me back at 1:56 PM EST to let me know she was still looking into this. *** called me back at 5:01 PM EST on December 8, 2022 and let me know that the bag had been priced wrong and that was why it was **** She stated that the company would be issuing me a refund and that they cannot sell the bag for the price that I paid. I let her know that I expected someone more senior to call me back promptly. Received a call at 6:24 PM EST from *************) and the woman stated again that the pricing had been wrong and that they would not send the bag to me and could not sell it for that price. I explained that they had already sold it to me for that price. During the two calls on in the evening on the 8th it was reiterated that I was putting the bags ownership in dispute and that they should not resell or do anything with the bag. Asked multiple times where in the Terms of service this action of *** was allowable. To date, that has not been provided. After this call TRR issued the refund MINUS what I paid for shipping. I am asking for the bag that I purchased be sent to me.Business Response
Date: 12/15/2022
Issue currently being resolved with client
New Order has been placed
Customer Answer
Date: 12/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:12/09/2022
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 purchased a pair of shoes listed as size 10 from the real real. When I received them, they were unbelievably small. I have never purchased from this brand so I assumed they ran extremely small. This was not the case. Since the item was final sale, I sent them back as a consignment. And magically, they were consigned as two sizes smaller than what I purchased. When I saw that they had been consigned as size 8 instead of 10, which I purchased them as, I knew I needed to reach out so they could make the situation right. However, they refused to do so since the item was already consigned. I was not aware that they incorrectly listed the item until after they were consigned. And yet they will not correct their mistake and refund me my money. A complete and total scam.Business Response
Date: 12/16/2022
We have reached out to the client to work to resolve.Initial Complaint
Date:12/09/2022
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 sent two Chanel bags for consignment with this company. First, they lost the authenticity card that I have photographic evidence was sent with my bag. It took weeks of back and forth with several departments before they confirmed the card was lost. The company took absolutely not responsibility for this. I am writing now because on December 1st 2022 my other Chanel bag was removed the website for no reason and after asking for a reason as to why my item was removed and where it currently is, every single day from December 1st up until today, December 9th, the company still has not provided me with any information. This is a $4500 item that is now unaccounted for. The status on my profile says the bag is "pending review" with no addition information and none of the employees can tell me why and where my item currently is. The company needs to send me my item NOW or reimburse me for the amount if they lost it.Business Response
Date: 12/14/2022
We have reached out to the client to work to resolve.Initial Complaint
Date:12/08/2022
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.
This website is selling items that are not as described and refusing to accept them for refunds.Business Response
Date: 12/16/2022
We have connected with the client to resolve this issue.Initial Complaint
Date:12/07/2022
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 was illegally sold a counterfeit bag from The Real Real, they will not respond to my emails for a refund.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: 18539188
I am rejecting this response because:Business sent a form letter saying they authenticate items by professionals despite admitting in court the have copywriters with no experience in authentication signing off on items. They have offered no return, no return label, no refund. They have pictures of the serial number which is not in the correct Celine ******* They have not provided any proof the bag was authenticated by a trained professional with a valid serial number or pictures of the bad when recorded by the original seller to The Real Real. All must have been recorded if they item was authenticated. I would like the name of the employee who authenticated this item and the original seller as well as accompanying materials showing chain of custody.
Sincerely,
*******************************Business Response
Date: 12/24/2022
Hello,
Thank you for sharing the client's concerns.
We have reached out to the client on 12/21/22 providing them a return label & our internal process on how we authenticate.
We recieved a dispute on 12/09/22 which they will need to drop before we can process the refund.
Attached is proof of the email sent to the client. They must return the item so we may have our highest level of management in authentication review. We would be happy to share our findings once recieved but we can certainly process the refund nonetheless.
Initial Complaint
Date:12/06/2022
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 received this email from the real real. This Hermes bag is authentic and was given to me as hand down bag from my mom. Id like it to be returned it back to me. Its authentic as therealreal is claiming it to be not authentic ?Business Response
Date: 12/14/2022
We have reached out to the client to work to resolve.Initial Complaint
Date:12/06/2022
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 requested to transfer money from therealreal site credit to my bank in June 2022.After months of waiting and contacting them, they initiated a transfer on September 20, 2022.After again months of waiting, I received funds in my bank account on November 21, 2022.I have called numerous times disputing the amount received. The calls are always "dropped accidentally". I have spent hours on hold.I have requested numerous times to speak with a manager; never received a call back.They still owe me $2,500.No one is resolving this issue.Business Response
Date: 12/15/2022
We have reached out to the client to try to work to resolve this issue.Customer Answer
Date: 12/15/2022
Complaint: 18533872
I am rejecting this response because:
RealReal states they reached out to me to resolve the issue. They have not. I have spent numerous hours on hold and requesting to speak to managers. That still has not happened. I still havent heard from anyone regarding my missing funds.Sincerely,
***************************Business Response
Date: 12/20/2022
Hello,
Thank you for communicating the client's concerns.
Since recieving this response, I have personally called the client twice this afternoon. The first time to hear of the situation and get the client's side of things. A follow up email was then sent to the client after reviewing all of the reissued amounts with our ********************** A second call was made after sending the email to ensure the client has a full understanding on the funds that were to be issued and when to expect payment. I also further clarified a payment that was released yesterday which originated from an uncashed check from a sale from last year.
We are actively working with the client with the remaining concerns surrounding her mother's reissued payments and hope to follow up within ***** hours with the final breakdown.
TRR will continue to work with both clients to full satisfaction.
TRR Internal Case #: 7384537
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