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. has 11 locations, listed below.

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  The RealReal, Inc.

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

  
• 

  The RealReal, Inc.

  100 Cresent Court Dallas, TX 75201

• 

  The RealReal, Inc.

  80 Wooster St New York, NY 10012-4347

• 

  TheRealReal

  8500 Melrose Ave West Hollywood, CA 90069-5145

• 

  The RealReal, Inc.

  980 N Michigan Ave Chicago, IL 60611-4501

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:05/13/2025

  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 purchased "Louboutins" from TheRealReal online. They shipped them (and neglected to give me the receipt via email - and also took the listing down). They didn't really even look like the pictures of the ones I wanted - which were the ones I assumed I was going to be purchasing.They are not real. I took them to a consignment shop and they informed me they weren't able to take them. I double checked online for authenticity - nope, not real.I bought these during the pandemic so I'm playing a game of catch up - a lot of things simply weren't available in person - like authentication and in-person ************* now I'm stuck with a ghost purchase and shoes I do not want.Customer service non-existent - which is apparent because I literally have the shoes but no tracking number, no receipt, no nothing.Just my account that says I never purchased anything and a thousand promotional emails and texts for fake shoes. I'm not the only one either.

  

  Business Response

  Date: 05/15/2025

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

• Initial Complaint

  Date:05/12/2025

  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.

  Dear Better Business Bureau,I am writing to formally file a complaint against The RealReal regarding a recent transaction in which I, as a customer, have been unfairly denied a refund after a package I purchased was lost in transit.On January 29, 2025, I made a purchase from The RealReal totaling $1070.55, which was shipped to my address via **** Unfortunately, the package was marked as delivered but was stolen before I received it. Upon reporting the issue to The RealReal, I filed a claim with *** and was informed that they would file a claim with the courier for the missing merchandise as well. The courier service accepted the claim and issued a refund to The RealReal on February 7, 2025, for the full value of the lost goods. However, instead of passing that refund along to ***** customer who paid for the ********************************* informed me that they would not be issuing a refund and advised me to file a claim through my renters insurance.This response is unacceptable. The RealReal has now been compensated twice: once by me for the original purchase and again by the courier through the claim. I have been left without the goods or a refund, and the burden is being shifted onto me to seek reimbursement through my home owners insurance for a loss of merchandise that never entered my home and the company has already been compensated for.This is not only unfair but potentially unethical and in violation of consumer protection standards. I respectfully request that the Better Business Bureau review this matter and take appropriate steps to help resolve this issue. I am seeking a full refund of $1070.55 from The RealReal.I have attached relevant documentation, including the order confirmation, correspondence with The RealReal, and any courier claim acknowledgments, to support my complaint.Thank you for your assistance in this matter.Sincerely,****** ******

  

  Business Response

  Date: 05/15/2025

  Client has been advised to file a report with homeowners or renters insurance to initiate a claim for the missing item. We apologize for any frustrations. 

• Initial Complaint

  Date:05/12/2025

  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 am filing this complaint due to The RealReals ongoing refusal to return over $6,000 worth of my personal property that was consigned to them. Despite multiple requests and the submission of proof of ownershipincluding receipts and documentation for each itemThe RealReal has sequestered these items without providing any transparent explanation, timeframe, or clear path to resolution.Most troubling is the fact that one of the sequestered items was purchased directly from The RealReal in the first place, making any questions of authenticity or ownership especially concerning. This indicates either a failure in their internal inventory and tracking process or an unjustified withholding of property that has already been verified through their own platform.I have contacted their customer service department multiple times to resolve this matter amicably, but communication has been sporadic, evasive, and ultimately unproductive. No justification has been provided for why my itemsworth in excess of $6,000remain in their possession, nor any assurance that they will be returned or ************** a paying customer and consignor acting in good faith, I expect a business to act with transparency, professionalism, and accountability. I am requesting immediate action:1.A full and itemized explanation of the reason for the sequestration,2.A documented timeline for the return of my items,3.Immediate release and shipment of my consigned property back to me,4.A formal apology and assurance that this will not happen again.If not resolved promptly, I will consider further legal action and will continue to pursue every available recourse to recover my property and hold The RealReal accountable for this unacceptable conduct.

  

  Business Response

  Date: 05/15/2025

  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.

• Initial Complaint

  Date:05/09/2025

  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.

  Theyve kept my handbag claiming it to be a fake and instead of returning it, they are telling me they are going to confiscate it. I provided a store receipt as their policy asks for but they are claiming it is not a retailer they accept because its not a first hand retailer - this is not stated in their policy. Furthermore, I sent them this handbag 6 months ago to sell and they returned it. My sales *** at that time encouraged to send it in again because I may get a different authenticator and they may take it after all. So they returned once before and now they are deciding it is a fake? And Ive provided the receipt to show I paid for it. They also claim I am responsible for making sure something is authentic. If I purchase from a store that tells me they checked for authenticity, just like the Real Real, am I supposed to be able to tell otherwise? Who is to say the Real Real authenticators are wrong and the store I purchased it from was right? Either way, to keep someones merchandise after theyve proven it was purchased from a legitimate establishment is criminal. I asked for a phone call and no one has called me.

  

  Business Response

  Date: 05/15/2025

  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.

• Initial Complaint

  Date:05/09/2025

  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.

  The ********* is selling counterfeit goods. I have just received a handbag from their website that is not authenticate. I had have it authenticated myself and it was deemed as not authentic. I am sending the bag back and going through a process of re-authentication. This is illegal.

  

  Business Response

  Date: 05/15/2025

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

• Initial Complaint

  Date:05/08/2025

  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 sent them a Burberry trenchcoat with price tags for them to sell once it got to the facility a few weeks went by and I was contacted said they had posted up for sale. Once I saw my item on their website I messaged ****** their employee I was dealing with I asked them of this item was mine that was on the website. They said yes I asked him to take it down because my item brand new is 2600 bucks which it was brand new with the tags still on it they had it up for sale for ******************************************************************* for hours later it was sold I filed a complaint would help me out a month later they told me the person to return the item so I asked them to send it back to me after a few months went by I got back my item and the tag was not on it. Neither was the plastic casing I sent it in there impossible to get a hold of and talk to you. I am very disappointed. They had my item for months and now that I have it back it does not even have a price tag on it.

  

  Business Response

  Date: 05/15/2025

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

  Customer Answer

  Date: 05/21/2025

  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:05/08/2025

  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.

  Following an unresolved dispute regarding the false determination of two consigned items as inauthentic, The RealReal has now escalated its actions by deactivating my account and blocking $3,932.80 in site credit that rightfully belongs to me. These funds were accumulated through prior sales, not part of any disputed transaction.I previously submitted all purchase receipts and proof showing that the flagged items were purchased directly from *************** official website. I sent a detailed email to The RealReal disputing their error over a week ago, and no one from the ************** has responded. Despite my follow-up via customer service chat and their assurance that the matter was escalated, no resolution has been ************, in addition to refusing to correct their error, The RealReal has denied me access to my account and to nearly $4,000 in site credit. This is unacceptable and appears retaliatory in nature.Desired Resolution:1.Immediate reinstatement of my $3,932.80 site credit.2.Full written response to my dispute regarding the authenticity claim.3.Reinstatement of my account and a formal ******************* that my personal property will not be destroyed without proper basis.If this is not resolved promptly, I will escalate the matter with my credit card company and pursue legal action.

  

  Business Response

  Date: 05/15/2025

  Client has been updated via email with resolution. 

• Initial Complaint

  Date:05/07/2025

  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.

  I consigned a valuable designer jacket with The RealReal, which they received and acknowledged on February 1, 2025. The item was confirmed as accepted, having passed their authentication and quality standards. As of today, May 7, 2025, more than three months later, the item has still not been listed for sale.I have reached out to their Consignor Relations team multiple times, and I have received only vague, repetitive responses from different representativeseach assuring me that the matter was being escalated or worked on, with no resolution or meaningful follow-up. My emails with representatives including ****, ******* Arvin, and ****** all repeat the same language with no transparency or progress.This pattern of delays strongly suggests that my item may have been lost, mishandled, or improperly logged in their system. I am not being given any clear explanation, listing timeline, or form of restitution. This constitutes a breach of their obligations under the consignment agreement, as they have failed to either list or return my property.

  

  Business Response

  Date: 05/15/2025

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

  Customer Answer

  Date: 05/15/2025

  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:05/07/2025

  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.

  have been trying to buy a pair of shoes for the last hour but no matter what i do my credit card keeps getting declined tried using multiple different cards and THOROUGHLY ensured all the info was correct. my conclusion: yall are a SCAM

  

  Business Response

  Date: 05/13/2025

  The information provided is not sufficient. No attempted order made with information given.

• Initial Complaint

  Date:05/06/2025

  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.

  The ********* accepted my Chanel purse, then lost or stole my purse for 3 months, then is only paying me a fraction of the value. This is after me asking for 3 months what the status was. They they try to bully me with the small print on the consignor agreement that i need to accept their value of the bag. I know that i have rights and this is not appropriate. i want to be compensated for entire value of the bag.

  

  Business Response

  Date: 05/07/2025

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