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

  
• 

  TheRealReal

  8500 Melrose Ave West Hollywood, CA 90069-5145

• 

  The RealReal, Inc.

  1050 Potomac St NW Washington, DC 20007-3559

• 

  The RealReal, Inc.

  100 Cresent Court Dallas, TX 75201

• 

  The RealReal, Inc.

  1441 Brickell Ave Ste 1014 Miami, FL 33131-3428

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:09/26/2025

  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.

  ***************** Order number: R868288030 Order date: August 18, 2025. After problems with my order, The RealReal confirmed via chat that I was refunded in the form of $319.76 site credit. My TRR account now reflects $330.79 total credit. Despite the balance showing, my account has remained frozen without explanation, and I cannot make purchases online or in-store. I received conflicting communications: an email stating a $0.00 refund was issued, while chat agents confirmed a $319.76 refund in credits. I previously escalated this matter through a BBB complaint, at which time The RealReal said they would reach out to resolve it. However, no one has followed up, and I am still unable to access or use the credit.Problem: I have been denied fair access to my funds for weeks. The RealReal effectively froze my money in the form of unusable credit. Since I am not near a physical store, online access is critical, and I cannot use this balance at all while my account remains blocked

  

  Business Response

  Date: 09/26/2025

  We have been in touch with the client and worked to resolve. 

  Customer Answer

  Date: 09/27/2025

  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:09/24/2025

  Type:Billing 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 elected to sell items with The *********. On 06/23/25 I used the prepaid postage provided by The ********* to ship my items to their facility. My shipment was confirmed 06/24/25 as being received however, I noticed 5 of my items were not included in the itemized list of items received. I contacted my "account manager" *******, and was informed that it "could be still processing", however I was assured that if my items were missing they would be covered under their insurance policy. After working with their consignor relations team I was told that my items were never received and The ********* would not be looking into my case any further. I requested a claim be complete with the shipper that The ********* created a label for to ensure follow up would be completed in regard to locating my items. However, I continued to be provided with a copy and pasted message stating that the items were never received and I wouldn't be compensated. The total quoted for the items totaled over $2,000. I am completely unhappy with the outcome of my consignment relationship with The *********. My remaining items took months to sell and were eventually sold far below market value without making me aware of the sale prices being lowered. I wouldn't recommend consigning items online. There are no protections for sellers!

  

  Business Response

  Date: 09/25/2025

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

  Customer Answer

  Date: 09/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution unsatisfactory. However, I truly appreciate the effort completed on my behalf by the BBB. I am extremely satisfied with the support from the BBB. I have been particularly compensated for a portion of the missing items, at time and don't believe further resolution is possible. Thank you for you support with this matter. 

  Sincerely, 

  ***** ****

• Initial Complaint

  Date:09/24/2025

  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.

  Hello,I hope this message finds you ******* writing regarding two items I purchased from The RealReal: a bracelet on August 13, 2025, and a necklace on August 15, 2025. After seeing the items in person, I decided to return them. I followed the return policy by requesting RMA numbers for both items and returned them with tracking information. The returns were delivered on August 28, 2025well within the eligible return window.According to their website, refunds are typically processed within five business days of receipt. However, it has now been four weeks since delivery, and I have yet to receive a refund or any communication regarding the status of my return.Ive reached out via email several times but have not received an explanation. Thank you for your attention to this *********** regards,******* *****

  

  Business Response

  Date: 09/25/2025

  We have been in touch with the client and worked to resolve. 

  Customer Answer

  Date: 09/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The team took swift action to remedy my concerns and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/21/2025

  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 a bag that when i received the authentication label was upside down. This was never mentioned and cropped out of the pictures online. The bag is a counterfeit and The real real will not send me a refund and let me return the bag. I would have never purchased the bag if i knew the label was upside down. The authentication code also starts with the letters YSL instead of three random letters like authentic ysl bags do.

  

  Business Response

  Date: 09/22/2025

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

• Initial Complaint

  Date:09/19/2025

  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 a consignor for The RealReal. The RealReal provides shipping labels to customers so that they can mail in luxury goods which the RealReal will sell on its website and a portion of the proceeds of the sale are given to the consignor. On July 22nd, I mailed items totaling $5,824 using the mailing label that was created by The RealReal. The address that was provided on the mailing label was incorrect and as such, the items were never delivered to the RealReal. They created a mailing label with the wrong shipping address and lost my property. I first contacted the RealReal on August 9th to ask for a resolution. I did not hear back until August 12th. Since then, I have spent hours calling, emailing, and using their chat function to try and resolve this issue. I was told that the issue would be resolved by honoring their policy of compensating me for the lost goods by September 12th. The issue remains unresolved and no one appears to be able to help. Their customer service is abhorrent and no one is able to do anything whatsoever to address this concern. I would like to be compensated, in accordance with their policies, for the items that they lost. I have never had such a negligent experience dealing with a company in my entire life.

  

  Business Response

  Date: 09/22/2025

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

• Initial Complaint

  Date:09/16/2025

  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.

  Summary of Complaint:A few weeks ago, I consigned several items with The RealReal, including a Van ************** bracelet valued at approximately $5,000. During transit, The RealReal lost this bracelet.Details:I entrusted The RealReal with multiple items for consignment.Among these items was a Van ************** bracelet worth around $5,000.The RealReal confirmed receipt of my consignment but subsequently reported that the bracelet was lost during transit.I immediately submitted an inquiry regarding this issue.Despite multiple attempts to contact the company, I have not received any resolution, communication, or compensation. It has now been over one month since I filed my inquiry.Resolution Sought:I am requesting:A clear and prompt response from The RealReal regarding the loss of my consigned item.Full compensation for the lost bracelet in the amount of $5,000.Assurance that The RealReal will review its handling and communication processes to prevent similar issues from happening to other consignors.Desired Outcome:I would like this matter resolved fairly and promptly, with full reimbursement for my lost item.

  

  Business Response

  Date: 09/19/2025

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

  Customer Answer

  Date: 09/23/2025

  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:09/15/2025

  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.

  May 29 I became a client with the real real. They came to my home to pick up a series of designer products that meant a lot to me including my wedding gown. My first uncomfortable experience was when my Case Manager was impossible to get in touch with. I never received an on boarding to understand how the company works, and I was left in the dark to know where my belongings were in proximity as well as where they were in the state of Any sale. I also dont remember signing anything which I find very odd. In the coming weeks, I had a series of emails of my Case Manager changing, and when I would call to inquire on my belongings, it like I had to start from the beginning in order to track down my account.Come early Aug I had a emergency with my family, and I called to ask if the funds from my wedding gown could be deposited two days early as well as update my banking and personal information due to a recent scam I was a part of. The real Real told me that wedding gown was returned and was no longer available for funding. In the coming weeks, I decided to call to inquire on the state of items, hence a new email phone number and bank account. The real Real informed me that all funds were distributed to the previous bank and no updatedaccounts havent updated the account. I asked to speak to a supervisor and received a lot of attitude , avoidance, and I was left to feel disregarded and confused. My resolution was to receive the funding I deserve in its entirety. I tried to contact my old bank and the funds in no way shape or form are available.The real real suffers from staff integrity and customer relations. No one should trust this company with their personal belongings. I plan to file with the *****

  

  Business Response

  Date: 09/19/2025

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

• Initial Complaint

  Date:09/15/2025

  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 August 11, 2025, I dropped off a package at *** Store #**** in ************* to consign six items with The RealReal: 5 dresses and one brand-new Loewe Puzzle Bag (Small, Black). The *** receipt shows a weight of 8.0 lbs, which is consistent with a handbag and much heavier than five lightweight dresses alone. Timeline:Aug 11, 2025: Package dropped off at *** Store #****. Tracking number: 1Z53F9E40386630200.Aug 14, 2025: Package delivered to The RealReal.Aug 15, 2025: Five dresses were marked as received in my account. The Loewe bag was not listed.Aug 16, 2025: I opened a support case (Reference ID #********* to investigate the missing Loewe bag.Aug 26, 2025: A 2024 Loewe Puzzle Bag matching my exact description, with tags and dust bag, was sold on The RealReals site. A customer service ***resentative later confirmed this sale date.Aug 27Sept 7, 2025: Despite ***eated follow-ups, I only received vague responses that the team was still investigating.Sept 8, 2025: I spoke to customer service directly and was told the warehouse claims the bag was not in the box. This directly contradicts the 8.0 lb *** weight and the sold listing timing.Evidence:*** receipt showing weight of 8.0 lbs (far heavier than five dresses).Photos of my Loewe bags tag and serial number.Screenshot of *********************** sold listing that matches my bag exactly (confirmed by customer service *** to have sold on Aug 26, 2025).It appears that my Loewe bag was either:Mishandled and sold under another consignors account, or Misattributed in The RealReals system due to receiving or processing errors.Given the timing and the evidence, it is clear this was not a shipping issue but occurred after delivery to The RealReals warehouse.Desired Resolution:Immediate investigation by senior management, including verification the bag sold on Aug 26 against my provided photos.Full compensation at market value for the missing bag ($2,725, based on the sale price of the identical listing).

  

  Business Response

  Date: 09/19/2025

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

• Initial Complaint

  Date:09/12/2025

  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.

  I dropped off a luxury suitcase in person at the ******* location of the RealReal on 8/3/25 to be listed for resale. It had been used only once on a trip and was in excellent condition. It had been stored indoors in a dust bag all other times. Before dropping it off I cleaned off all scuffs and vacuumed and cleaned the interior. I included the dust bag and the unused luggage tag that came with the original purchase. The piece was never listed on their website for sale, despite saying it would within 2-3 weeks. I emailed customer service on 9/11/25, and the responded on the morning of 9/12/25. When I checked the listing after receiving the email, the suitcase was listed as already sold, the condition listed as "Moderate discoloration throughout; minor residue at interior. Size not listed, estimated from measurements" and below average condition on their scale. It was listed at half the price of the same model of suitcase with similar condition notes. I do not believe it was assessed or priced fairly by the RealReal staff. The listing also includes "Days on site: 0" leading me to wonder if it was bought internally for an artificially low price. Attached are screenshots of my suitcase listed at $655, and comparable suitcases listed/sold for higher prices. Included is also a screenshot of a damaged suitcase listed for a higher price than mine.

  

  Business Response

  Date: 09/15/2025

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

• Initial Complaint

  Date:09/10/2025

  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 writing to file a formal complaint against The ********* for failing to honor their commitment regarding a scheduled pickup and subsequent reimbursement.1.Pickup Confirmation:On [date], I received a confirmation that the pickup was scheduled and would occur as promised. The pickup was confirmed on camera, and I was assured that everything was in order for the scheduled date. However, despite this confirmation, the pickup was never executed.2.Follow-Up Communications:I followed up with them multiple times via email to inquire about the missed pickup. Each time, I was told that the pickup would occur, but no action was taken.3.Reimbursement Promise:After further follow-up, I was informed that the company would reimburse me for the failed pickup. However, despite several promises and assurances from the company, I have not received any reimbursement to date.4.Lack of Resolution:Despite numerous emails and attempts to resolve this matter, I have received no further communication, and my issue remains unresolved. The lack of accountability and failure to honor promises has been extremely frustrating.I am requesting that the BBB investigate this matter and help facilitate a resolution, which includes either a refund or the fulfillment of the promised service.Documentation:I am happy to provide email correspondence, confirmation details, and any other supporting documents to assist with this matter.Thank you for your attention to this complaint. I hope for a swift resolution.

  

  Business Response

  Date: 09/15/2025

  We have been in touch with the client and have advised on resolution.