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.

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

  
• 

  The RealReal

  35 Enterprise Ave N Secaucus, NJ 07094

• 

  The RealReal, Inc.

  80 Wooster St New York, NY 10012-4347

• 

  The RealReal, Inc.

  980 N Michigan Ave Chicago, IL 60611-4501

• 

  The RealReal, Inc.

  New York, NY 10018

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:08/22/2025

  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.

  ?Hi consignor relations I had all my consignment clothing of over 102 items retuned back and received my own item back from the real real damaged with a hole in it .I need to be reimbursed for these damages as it was new and no holes when it was picked up in June for consignment .The price tag of $395 is still on there . This damage is unacceptable to me because it happened under the consignment with the real real . The id for this item you had was under MAR214635.I went through each and every clothing item after I received returns and this was the only item that i received damaged .Kindly respond .I also had filed a complaint with BBB as I had so many delays and problems with your company regarding delays in returning my own clothing items back after your company closed my account on June 25 , *********** respond to this email .This email is being cc to better business bureau representative who handled my original complaint of the problems I encountered with your company .Thanks

  

  Business Response

  Date: 08/27/2025

  After thorough review, our team has determined that, your account has suspended permanently. We apologize for any frustrations.

• Initial Complaint

  Date:08/22/2025

  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.

  On 6/21/2025 I purchased a diamond ring. The carat weight was stated to be 1.53 carats. I paid for this purchase using affirm to make payments. The real real shipped the ring and when I received it, it is noted that the carat weight did not match the description. The carat weight of 1.73 for the center stone and .16 for the side stone was clearly stamped inside the band of the ring. The number 1.53 is significant to me and the reason that I purchased the ring. I reached out to the real real and spoke with customer service who apologized for the mistake and initiated a return. When I spoke with the ***resentative by email I specifically said to her (**** *.): I dont want to have to fight over store credit instead of a refund or be deducted shipping or return shipping. If the item had been as described (not my fault) there would have been no reason for a return. If I return this you have promised a refund and I have that in writing ******* the way, It doesnt matter to me that its larger than described because the 1.53ctw number has sentimental meaning to me. Its not what I agreed to purchase. And the *** stated to me Dear *******, This is ****, once again, with our **************** Team here at **********************. You have my assurance that you will be refunded in full for your return of the 1.53ctw Lab-Grown Diamond Engagement Ring (SKU ENGRI30732) from Order R534331342.I used the label they provided to return the ring and I received confirmation on 8/12that the item had been delivered to the real real. On 8/21/25 I received confirmation of a refund via store credit $1,123.51 was refunded as Site Credit.Before I returned the ring, I specifically told them that I was only willing to return the ring with the promise of a refund to the original payment method due to THEIR MISTAKE. I was promised that I would be refunded in full. Site credit is not a ********** am still responsible to payment processor for the loan amount because TRR lied & kept my money

  

  Business Response

  Date: 08/27/2025

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

• Initial Complaint

  Date:08/21/2025

  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 am extremely disappointed with The RealReal regarding my consignment 132-38406 a ****** ******** necklace, which was lost by **** *** has confirmed that the package is lost and is ready to issue compensation, but The RealReal refuses to cooperate and provide the required documentation to finalize the claim.Despite sending proof of purchase and repeatedly contacting ***, the company continues to claim fraudulent activity on my account instead of assisting with the resolution. *** Corporate Customer Relations has clearly stated that the claim cannot be processed without TRRs cooperation as the shipper.This is completely unacceptable, as the item is valuable and *** cannot compensate me without TRRs action. A trusted resale platform should handle such situations professionally, but instead, I am left without my property and no resolution.I strongly urge The RealReal to take responsibility and work with *** immediately to resolve lost shipments. Customers should be aware that in cases of shipping issues, *** may refuse to assist even when *** confirms the loss.

  

  Business Response

  Date: 08/22/2025

  We have been in touch with the client and advised we are unable to provide additional resolution. We apologize for any frustrations. 

  Customer Answer

  Date: 08/22/2025

   
  Complaint: 23780051
  
  I am rejecting this response because:

  This response is unacceptable. *** has finally approved my claim, and the *** Corporate Customer Relations team emailed me today stating: Yes, the claim was approved. Unfortunately, I cannot provide any details other than it was approved as of yesterday. We cannot finalize the payment until the proper paperwork from RealReal is submitted. So, *** is ready to cover my loss, but The RealReal must provide them with the proper paperwork/forms in order for the payment to be processed.
  
  
  The carrier has approved my claim and considered the package lost. Now I am being told that your decision cannot be changed. For what reason? This is completely unacceptable, as I am entitled to compensation, and *** has confirmed this.
  
  *** must submit the required paperwork immediately so that the approved claim can be honored. I request that you escalate my issue to the relevant team, or have your manager or someone from your executive team contact me directly for further assistance. This matter is urgent.
  
  Thank you for your prompt attention.
  
  Best regards
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 08/26/2025

  Client has been advised that an additional review is taking place. Once concluded we will advise next steps.

• Initial Complaint

  Date:08/20/2025

  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.

  On 5/25/2025 I purchased two (2) Van ***** Arpels items, ring and pendant. The ring was returned and refunded.I consigned the necklace on 7/28/2025 (past the return date for return) as I changed my mind. Once received it goes through their authentication process I was advised via email it was not authentic on or around 8/14/2025. I purchased it directly from ****I have seven (7) other *** pieces all purchased from ***. I asked ***** who was my contact from this point on, are they counterfeits as well? They decided to process the pendant not as a refund but as a commission sale as a consigned item and I have to wait until 9/15/2025 for that to happen. I have spent $$$$$ with trr. I do not recommend this company to anyone!! Scammers!!!

  

  Business Response

  Date: 08/20/2025

  We have been in touch with the client and worked to resolve. We apologize for any frustrations. 

• Initial Complaint

  Date:08/18/2025

  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 sold a hand bag at there ************** location on 8/2/25 for $1,155.00 and opted for the get paid now option that was supposed to pay me in 24 to 48 hours. *** sold with them before and Ive verified if my direct deposit information was the same as the last payment. I was told yes. I never received my payment. Ive been trying to get paid since. I contacted the retailer and I was told the payment was received and there was nothing they could do. I contacted my bank they never received a direct deposit. Ive been going back and forth with them and they wont pay me until they receive there money back. We found out they sent it to the wrong bank account and I still havent got paid. I asked for my purse back but it was sold. I want to get paid since they sold my purse.

  

  Business Response

  Date: 08/20/2025

  We are in touch with the client and working to resolve. We apologize for any frustrations. 

• Initial Complaint

  Date:08/17/2025

  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.

  Their website did not state the item was damaged. I sent email with photos and in their emails they are saying the photos I sent were the wrong color of the bag. The photos they said I sent in was brown and you can see the color is gray. In their photos you can see the bag is two colors black and gray. And the luggage tag and strap was damaged. They failed to list the luggage tag was damaged.

  

  Business Response

  Date: 08/20/2025

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

• Initial Complaint

  Date:08/17/2025

  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 RealReal sold me two counterfeit ************* items, and this has been substantiated by third party authenticators. When I brought this up to the RealReal, they failed to honor their authenticity guarantee. Instead, they keep saying the items have been deemed authentic to avoid responsibility of the over $800 loss.

  

  Business Response

  Date: 08/20/2025

  Our team conducted a thorough review, including an assessment of the images provided and a full physical inspection, and found no inconsistencies that would suggest the items are anything less than authentic.

  Customer Answer

  Date: 08/24/2025

   
  Complaint: 23758106
  
  I am rejecting this response because:

  ************* is a luxury retailer, and their items are designed to last many, many years. The items the RealReal sent me are falling apart with little to no use, and the wallet is not even fully sealed. There is a gap on the side pieces that does not exist with authentic ************* pieces. As you can see from the photos, the material is curling significantly, the edging is separating with little to no use, the folded siding has a raw and incomplete edge, and the fake metal coloring is wearing off. 

  These are, without a doubt, counterfeit items. 

  
  Sincerely,
  
  ******** *********

  

  Business Response

  Date: 08/27/2025

  We stand by our findings. We apologize for any frustrations. 

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 23758106
  
  I am rejecting this response because:

  I have provided exact reasoning on why the items are counterfeit, including photographs to support this. The RealReal has simply said "we disagree because we said so," - that is not sufficient for a response, and it does not support in any way that these are authentic items. My sales associate at ************* has repeatedly laughed at the idea that these items are real.

  As a consumer protection attorney, it is clear to me that the RealReal is engaging in unfair and deceptive practices. The BBB should be reviewing any sort of grading for this company. 

  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:08/15/2025

  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.

  On August 15, 2025, I purchased a Chanel handbag from The RealReals website with pickup at their Soho location. The item was listed as being in very good condition and no alterations, modifications, or repairs were disclosed in the listing.Upon inspection, it was immediately apparent that the bag had been repainted and altered from its original color. There is visible paint on both the leather and hardware, clear evidence of aftermarket modification. This critical detail was not disclosed in the listing. In the secondhand luxury market, repainting drastically reduces an items value. Had this been disclosed, I would never have purchased the bag, especially not for $3,400. The listings photos and description were misleading and inaccurate.I contacted The RealReal immediately to request a refund, providing photos as evidence. Despite their published authenticity guarantee and claim to sell items as described, customer service refused to refund me, citing their final sale policy. However, a final sale policy does not override a consumers right to receive goods as advertised and free from material misrepresentation.This bag was materially misrepresented and does not match the condition described at the time of purchase. The refusal to address this issue constitutes a violation of basic consumer protection principles and The RealReals own stated guarantees.

  

  Business Response

  Date: 08/20/2025

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

  Customer Answer

  Date: 08/21/2025

  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. They addressed the issue and provided my refund.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:08/15/2025

  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 am escalating a recent issue, but this is really the second unacceptable issue I have had with ****** mid May of 2025 - the sales ***resentative; that picks up items I sell at my home; contacted me to invite me to an event in the ********************* Boutique - with a bag expert. This was the occasion to evaluate any bags I want to sell and obtain an offer / valuation. I brought a ***** ****** bag. I received a valuation. But since I had a really bad past experience with selling a special item, I was not sure I wanted to trust TRR with this level (bag valuation came out to $18,400 commission to me). The Boutique Manager and the *** reassured me. I waited a bit and decided to go ahead and give *** a try to sell my bag. She came pick it up in my house, saying "we already have the valuation so it was easy, and that it should be available for sale by July 25th". Well.. on August 14th, little surprise came when it was ABOUT to go online with a commission to me of $13,800. Over 7 weeks after pick up - and no warning that the price was changed. It then took texts / e mails and visit to the store for nothing. Now I have no estimated time on when I will get my bag back. I don't want it to be sent to my house and need it to be hand delivered (same way it was picked up) or picked up in the store. NO ANSWER. I receive an e mail that it might take up to 30 days more for TRR to ship the bag back. SO 3 months keeping a $23,000 bag for absolutely NOTHING. Are you sure you are ok with your customer service ?

  

  Business Response

  Date: 08/20/2025

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

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23752326
  
  I am rejecting this response because:

  Ever since I have had a commercial issue with the real real, I tried to obtain help and assistance by visiting the store to talk to an actual person to see how I could receive my bag back, after TRR did not respect our price agreement (after 2 months of having my product, for nothing). 

  I did not receive any help from the team, I was definitely a frustrated customer, as my bag is worth $20,000 and I was getting no answers or help or empathy from the team but a cold shoulder, ever since that visit, I received a targeted bullied comment on the ****** account of my place of work, stating my full first and last name, I reported the comment and the 2 team members to their HR the day after that comment was posted. This is out of line and my personal life has nothing to do with my professional life. 

  I received yesterday an e mail from TRR, saying I had inappropriate behavior towards the sales team in the boutique. I never said anything out of line, as I am in the retail business. And now I keep being bullied and accused by ***. this is getting out of hand. 

  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 08/26/2025

  We apologize for any frustrations. The concern regarding HER744100 has been resolved. 

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23752326
  
  I am rejecting this response because:
  I would like TRR to stop the retaliation against me. 
  attached is the email I received from them without more explanation on how my behavior crossed the line.

   Also received a negative review on my workplace ****** page from their Boutique team. The harassment hasnt stopped since the issue with the bag. 
  I would like them to assert this behavior and retaliation against me will stop.
  I am taking this matter seriously as the sales team has involved my workplace in this personal matter. 
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/14/2025

  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.

  I sent them a package with over 20 items using their provided label and they are now telling me that they cannot find my package and will not compensate for any of my items inside of that package that I shipped to them. However, checking the tracking number with **** The package has been delivered and signed for on August 4. I will attach all the info. I need them to find my package or compensate me for the items inside!!

  

  Business Response

  Date: 08/20/2025

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