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
- 1,973 total complaints in the last 3 years.
- 580 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:05/06/2025
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.
Trying too not refund my money giving me the run around want give me a return label just received merchandise today!
Business Response
Date: 05/07/2025
Client has been advised to contact our third party Cover Genius for next steps. We have reached out on their behalf as well.Customer Answer
Date: 05/09/2025
Complaint: 23295697
I am rejecting this response because:Hi I tried contacting the 3rd party and they said they could not help me. I'm 67 years old and this was a mother's day gift for my daughter it was completely unacceptable! Please please help me!!
Sincerely,
**** ******Business Response
Date: 05/13/2025
Client has been updated via email with more details.Initial Complaint
Date:05/06/2025
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 gifted 4 handbags ( 2 Hermes, 2 ***** Vuitton) from a family friend from her personal collection. I reached out to the Real Real so I could see if they were authentic and if they were then possibly consigning them. On March 27th I was visited by a RealReal **** ******** *******, for a preliminary inspection of the bags. The *** and I chatted and she told me about the whole process. She told me that if they turned out to be inauthentic that they would be returned to me. I agreed to this and she took al 4 bags. From here it gets rocky -Bags marked as received on realreal portal April 5 - 3/4 bags marked as authentic and "waiting price review"-Weeks go by with no updates so I reach out to customer service, they just tell me to wait -after weeks of no movement portal updates items says that they couldn't be verified and will be shipped back to me. to look out for tracking info -Don't hear anything after days so I reach out. They tell me they need me to provide proof of purchase to get items back. 1. this is impossible as the bags are gifts that were purchased originally decades ago. 2. This is the first time i'm hearing about the possibility of having to provide proof of purchase -Reach out to ******** directly she tells me that the items cannot be returned and they have to be destroyed per federal law (different than what she originally told me)-RealReal reaches out directly to me for the first time since my purses got shipped off and they confirm that my bags wont be returned to me per federal law.- Their website communicates that if bags are inauthentic they will be returned to me at no cost. - I present this to them and hear nothing back (This final communication was sent to them this Saturday)The issues have been Contradictory information, lack of communication and refusal to return my belongings as was agreed and stated on their website. I feel like I am being deceived and stolen from.Items:#LOU1062520 #LOU1062516 #HER715420 #HER215425Business Response
Date: 05/07/2025
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.Customer Answer
Date: 05/07/2025
Complaint: 23295187
I am rejecting this response because:The information given at this time is contradictory to the information listed on the bylaws of the website, on the user portal and as per the verbal agreement with the consignment *** at the time the items were picked up from me. No where was I alerted that there was a possibility of items being revoked until now.
Sincerely,
***** ****Business Response
Date: 05/13/2025
We apologize however, aligned with our Terms and Conditions, we cannot return counterfeit goods.Customer Answer
Date: 05/15/2025
Complaint: 23295187
I am rejecting this response because:There has been no communication or proof in regards to my items being claimed to be counterfeit. At the minimum I require visual and written proof of the reasoning behind the items being deemed counterfeit. At this point in time I am being asked to accept only the RealReal's word on the status of my items and that holds no weight.
Sincerely,
***** ****Initial Complaint
Date:05/06/2025
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.
Tried to place order for an item on 05/05/2025 which kept getting cancelled because of payment issues. It turns out the problem is I had two accounts associated with me (an old one which I had lost access to, and a new one which is the one I was using to try and make the purchase). I managed to log in to my old account and requested to delete it but even then I could not complete the order and it just kept getting cancelled. I also then tried placing an order for a different item and that got immediately cancelled as well. **************** says my issue was escalated to the appropriate team and I should receive a response within 48 business hours but the item I want may sell out at any minute. My father also tried purchasing the item for me with an account he created but even that was immediately cancelled, also again because of payment issues although all cards used had money in them and the bank was not blocking the transaction.Business Response
Date: 05/07/2025
Client has been advised that, we are able to confirm that one or more points of the information you provided were unable to be verified so we are not able to let this online order through to completion. We sincerely apologize for any inconvenience caused by this and invite you to review our terms of service for more information - ****************************************Customer Answer
Date: 05/07/2025
Complaint: 23293906
I am rejecting this response because:I have tried different payment methods and purchasing different items but cannot make a single purchase on the website. When I attempt to make a purchase using Apple Pay my card is charged and then the charge is immediately reverted once TRR cancels the order. Please resolve this.
Sincerely,
***** *****Business Response
Date: 05/13/2025
We apologize for the frustrations. We are continuing to look into this and will update via emailBusiness Response
Date: 05/13/2025
We apologize for the frustrations. We are continuing to look into this and will update via emailInitial Complaint
Date:05/05/2025
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 ******* **** Bag from the Real Real it was a Light Grey all Leather Bag. They sent a Faux ******* **** bag Cream Colored in Pebbled Faux leather NOT AT ALL THE *** I ORDERED NOW THEY WILL NOT MAKE IT RIGHT. The bag they sent is junk.Business Response
Date: 05/07/2025
We are in touch with the client and working to resolve.Initial Complaint
Date:05/05/2025
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 Better Business Bureau,I am writing to formally file a complaint against The RealReal **** regarding an unresolved refund issue for a returned order.I returned my order to The RealReal on April 18, 2025, and the companys stated policy clearly indicates that refunds are processed within 57 business days. As of today, May 5, 2025, it has been 16 business days, and I have yet to receive my refund.I have contacted The RealReals customer service team multiple timesalmost dailyseeking resolution. Each time, I am told to please wait 2448 hours, or that the refund will be processed by the end of the week. Despite these repeated assurances, no action has been taken and no refund has been issued.This ongoing delay and lack of accountability is unacceptable and does not align with the companys stated policies. I am requesting that The RealReal process my refund immediately and provide a clear explanation for the delay.Thank you for your assistance in this matter.Business Response
Date: 05/07/2025
Client has been refunded. We apologize for any frustrations.Initial Complaint
Date:05/04/2025
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 in a Shinola Birdy watch. I noticed it wasn't posted for sale and the business claims was never mailed in. Since the watch was lost or stolen, I requested the rest of my items back. This was who months ago. There is a 14k watch (#BAU24632) that they have not mailed back to me. Whenever I ask about the status of the return, customer service says:"I see that this item has been temporarily pulled for auditing purposes and requires some additional internal review. While I do not have an estimated shipping date available, we can confirm that there is an active inquiry within an email thread that an update will be provided to you on as soon as possible."I want an admission that the Shinola watch was lost and I want #BAU24632 mailed back to me. For the Shinola watch, I would even be content with store credit. The company mailed the empty watch back, but is not admitting the watch is unaccounted for.Business Response
Date: 05/07/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 05/07/2025
Complaint: 23284893
I am rejecting this response because I have reached out to the business consistently over the course of the last month and I have not received a resolution.
Sincerely,
***** ******-*********Business Response
Date: 05/13/2025
We are actively working on this matter and will update ****.Customer Answer
Date: 05/15/2025
Complaint: 23284893
I am rejecting this response because it has already taken months and I do not believe the business is making a good faith effort to resolve this. If the audit is internal, they should be able to pull the item to send back.
Sincerely,
***** ******-*********Initial Complaint
Date:05/04/2025
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.
Paid over $300-400 to The Real Real but they consistently blocked my account, apparently because of the fact that I accidentally have TWO accounts because I have two emails/addresses. I am a college student and obviously have more than one address currently.Business Response
Date: 05/07/2025
Clients access has been restored. Please reach out via email if any issues occur.Initial Complaint
Date:05/03/2025
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 had my TheRealReal account suspended in 2021 for accidentally having multiple accounts. I have since closed all accounts, and was told by a customer service *** that this would enable me to use only one new account. But every time I try to make a purchase, every possible payment method is declined or orders are automatically canceled. I want TheRealReal to stand by their policy and what I was told by a customer service ***, and allow me to shop on their site now that all extra accounts have been closed and I am only using one *****************************Business Response
Date: 05/07/2025
Clients account is being reviewed. We will follow up via email with more detailsInitial Complaint
Date:05/03/2025
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.
Sent a reversible - yellow gold/white gold textured ******** bracelet using their label to their authentication center after previously submitting pictures. Bracelet was in perfect condition - only worn twice. Sent in original box. Received message that link was broken. It was either broken by ***** shipping carrier - or the RealReal. Contacted the RealReal numerous times to no avail. ******** was worth about $3,000 when purchased.Thank youBusiness Response
Date: 05/07/2025
Client has been emailed with resolution. Please continue to respond so that we can move forward.Initial Complaint
Date:05/03/2025
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.
TheRealReal for some reason has restricted access to my account. I cannot buy anything - every order I placed just gets canceled. I have verified that all my payment info is correct. I reached out to customer service who told me that I can only have one account. This is my only account. In addition to this random denial of service, I sent in a big consignment and they have my items but won't show it to me on my dashboard.Business Response
Date: 05/07/2025
After a thorough review, we are confirming that your account has been deactivated. Our Account Manager has determined that this action was necessary due to your account no longer meets our eligibility requirements, as outlined in our policies.Customer Answer
Date: 05/07/2025
Complaint: 23282275
I am rejecting this response because:I never submitted any request to deactivate my account. I am having a technical issue that this company refuses to address.
Sincerely,
***** ****Business Response
Date: 05/13/2025
Client has been unsubscribed from contact. We apologize for any frustrations.Customer Answer
Date: 05/15/2025
Complaint: 23282275
I am rejecting this response because:
I still cannot purchase anything from the site!
Sincerely,
***** ****
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