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.

  New York, NY 10018

• 

  The RealReal, Inc.

  100 Cresent Court Dallas, TX 75201

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:11/27/2024

  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.

  Paid for items on company website, $124.95 x (2) 11/26/2024.Both purchases were cancelled without any explanation or reason.Contacted company to have funds refunded/credited/released through email, No actual response going on day 4 now, Only automated (BOT) email with "ticket" number sent immediately after initial contact. Would like to report this Co./website and hopefully have get my money back asap.

  

  Business Response

  Date: 12/02/2024

  Client contacted via email regarding account and refund status. Issue resolved. 

• Initial Complaint

  Date:11/26/2024

  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.

  This is a courtesy notice. I am VERY frustrated with TRR. I have spent hundreds of thousands of dollars with *** and have consigned over a million dollars of items under a secondary user name. I have dealt with TRR in good faith for almost a decade without incident. I returned a sweater to *** and received a "Return Denied" notification. They have denied my return as they claim that the fabric content label is missing from the garment and claim that I removed or lost the fabric content label. It seems obvious to me that the label probably detached (if ever originally present) during the ********************* of the item either during the listing process or during the shipping and return process. FYI-The fabric content label is literally attached with a single thread on each end and often detaches as noted in many TRR listings. A consumer would have no use for such a label. I am unable to speak with an individual regarding this matter. The "dedicated Consignor Concierge" assigned to the matter is ******* ***** but she has been unable or unwilling to call me to discuss the matter. I will not let this matter rest until I receive an apology and refund from ***. I am starting with the BBB. If no resolution is achieved, I will pursue this by means of social media through one of my accounts that regularly receives tens of thousands of likes & comments and hundreds of thousands of views. Further, I will escalate this matter to the extent possible by legal means. I will contact consumer protection agencies. This is a courtesy notice in the hopes that I can get someone to act prudently and fairly with me as a consumer and longstanding client of TRR on both the buying and selling end and do what is fair, right and honorable. Re: ***************************************************************************************************************

  

  Business Response

  Date: 12/02/2024

  Client has been contacted via email regarding refund status. Issue resolved. 

  Customer Answer

  Date: 12/03/2024

  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:11/26/2024

  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 have received an order number R534848771 which 3 pairs of boots, from which i kept 1 pair and returned 2 pairs under RMA521560888, delivered via *** 1Z6AY8579093544286 back on 11/6/2024.Ever since this have become a nightmare, they have claimed i sent a completely different item than what i did and have not done their due diligence to investigate how my package got misplaced and confused with something else.Besides from their position on saying that i sent the wrong items when i did not they had the audacity of relisting the 2 items i returned for sale, one of them even showing the return label still at the sole of the boots, Sunday 11/24 i brought this up to TRR attention on my 5th attempt to get resolution, i shared the links of the relisted items to them, they promised one more time to look into this and provide proper resolution in 2 ********** 11/26 i reached out to TRR again as i have not hear from them to find myself again stuck with the same argument that i did not send the correct items back, nonetheless they proceeded to remove the items i returned from the listing as ******* this point is not only about the money, which is ******, but the fact that TRR is stealing from me plain and simple, and are not even going thru the due diligence of investigating how my return got mishandled.TRR claim they have footage of the package i supposedly sent they should share it with me to support their allegations to ***.

  

  Business Response

  Date: 12/02/2024

  Client has been contacted via email regarding refund. Refund issued 11/29/24. Issue resolved.

• Initial Complaint

  Date:11/25/2024

  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.

  Transaction October 30, 2024. I ordered an item that, I am aware, is previously owned. I have purchased from this company before. The item that was sent to me, wasnt just in used condition, but actually damaged, with pieces of it falling off. I also ordered a gift box to be sent with it, and that was not included.I contacted the customer service through email and sent photos of the product. I have asked to return the damaged product and be refunded the money or allow me to use the refund towards a more expensive item that is not falling apart. They told me that none of this is possible, that it is nonreturnable and the best they could do was try to resell it for me to someone else. I dont feel comfortable with that considering how damaged it is, and how much I spent on it. How would I possibly make my money back; and it feels dishonest and misleading. I feel that the product was misrepresented. Nowhere in the description did it state that it was in such disrepair. Sending the item to the manufacturer and getting it fixed, will cost me several hundred more dollars.

  

  Business Response

  Date: 12/02/2024

  Client has been contacted via email regarding our return policy. Issue resolved. 

• Initial Complaint

  Date:11/25/2024

  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 purchased silk pants from this business that were advertised as Excellent Used Condition, and I disagree that the Patbo pants, item # WPATT28494 are in Excellent Used Condition as advertised. I believe these are in Good Used Condition at best and have blatant signs of being very worn or maybe improperly laundered. The hems are stepped on (which can be hidden with a new hem, which I plan to have done). and tattered and the zipper is worn and flimsy, I am happy to send photos. The customer service representative responded the following: item price is $166.14, I would like to inform you that if an item is damaged or encounters any issues, we typically provide a 5% store credit. However, I have extended an offer of $14.95, which exceeds the standard 5%. We are provided only $14.95 not additional $15.60. Please do not hesitate to reach out with any further questions or concerns in the meantime.Sincerely ****** ******** Services Specialist TheRealReal The point is you are misrepresenting the condition of an item, therefore, selling it at a price that does not represent the condition you claim not that the item is damaged. This is not the first time in dealing with this company that items are misrepresented.

  

  Business Response

  Date: 12/02/2024

  Client has been contacted via email regarding compensation offers. We are working to resolve. 

  Customer Answer

  Date: 12/02/2024

  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.  I was contacted by ******, the *************** Specialist and she offered compensation in the form of site credit and I have accepted.  I will have the pants hemmed and the zipper changed so it has better shape.  ****** was professional and prompt in her response and I appreciate that.
  
  Sincerely,
  
  *******

• Initial Complaint

  Date:11/22/2024

  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 have 20+ consignment items to TRR at the end of August. They asked for 3 weeks to review and list all items so I followed up at the end of Sept when only two items were listed. *** lost all but 20 of my items. Over the past two months they've repeatedly emailed me, updating me that they've found X item. But it's been 8 weeks and they're refusing to pay out in the remaining lost items, saying they're still looking. It's not my fault that lost the items and then shipped some items they didn't want to consign back to "me," which turned out to be another girl named *******. Two weeks ago they said they'd pay out in 7 to 10 days but they have not provided the amount that they will pay out per item as I've requested multiple times and just emailed me again to tell me they'd listed my ***** ****** bag and I had to tell them AGAIN that I had two ****** bags to consign. They aren't moving towards a final resolution with me and I want them to pay me the funds and to stop dealing with this. This is bordering on fraud. Set of ************* towels 1 pair of **** ***** wedges 1 ***** ****** bag 1 coach bag 2 juicy couture bags

  

  Business Response

  Date: 11/26/2024

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

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22591301
  
  I am rejecting this response because:

  You are working in circles with no resolution. I want this issue resolved and I don't want to hear that you're looking for an item, or can't find something, or you send something somewhere else. Resolve it. It's been two months and you've had more than enough time but won't commit to a resolution. I was previously told I'd be paid within 7 to 10 days for lost items and then those items were found and being shipped back to me. I await thei arrival. *** is also still supposedly looking for a purse I told her was missing weeks ago. I don't want to hear it. 

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

  

  Business Response

  Date: 11/27/2024

  Client has been updated via email with more details. We apologize for any frustrations. 

• Initial Complaint

  Date:11/22/2024

  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 shipped $400 worth of clothing to TRR on 10/27/24.The items haven't been recieved by ***. I have reached out several times to find out where my items are for consignment and their team has responded "we're looking into it".My items are lost and I'd like to be compensated for the two shirts and pants I shipped to them.Their consignment site says it takes 2-3 weeks to list consigned items but they have not even acknowledged receipt of the package and its been 4 weeks, thus the package is lost and I've lost potential revenue for the items to be in season by the time they find the package and load it.I am seeking compensation immediately.

  

  Business Response

  Date: 11/25/2024

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

  Customer Answer

  Date: 11/25/2024

   
  Complaint: 22591189
  
  I am rejecting this response because: The resolution has not been met. The RealReal is not being truthful in the timing of receipt of the box i shipped on 10/27/24. TRR is saying they didnt receive the box until 11/12/24 and that is not commiserate with the tracking. 

  I have lost potential revenue but their delay and they still have not began reviewing the items shipped, thus the items may actually still be lost after receipt.

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

  

  Business Response

  Date: 11/27/2024

  We are actively working to resolve and maintaining contact with the client via email.

  Customer Answer

  Date: 12/03/2024

   
  Complaint: 22591189
  
  I am rejecting this response because: This case needs to remain open until TRR finds the full resolution for my issue, it is underway but not complete. They have acknowledged they last my items. However I do not know how much money they are going to pay out to me for losing three high end clothing items (Khrisjoy)
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:11/21/2024

  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 have been a customer for many years, and a happy and satisfied one at that. I placed an order on October 27th. I received two emails stating my four piece order was shipped from two separate locations. They provided two different tracking numbers. One shipment arrived. After a few days with no updates to the tracking number I inquired with cusomer service. I have attached my correspondence below. I have asked either for a refund of my unreieved items or exactly when i can expect the items.

  

  Business Response

  Date: 11/27/2024

  Client has been contacted via email regarding refund status. Issue resolved. 

  Customer Answer

  Date: 11/27/2024

  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:11/21/2024

  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 have received the wrong item twice from The RealReal, despite ordering specific items with clear SKUs. Most recently, tracking number 1Z6AY871YN29912733 was supposed to contain SKU *********, but I received an entirely different shirt that I did not order. This repeated error has caused significant frustration and inconvenience.

  

  Business Response

  Date: 11/27/2024

  Client has been contacted via email regarding refund status. Issue resolved. 

• Initial Complaint

  Date:11/21/2024

  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.

  In early October of 2024 I sent in 68 items to this company in order for them to resell them. The company received the items October 15h. All of these items were things that I received from my grandmother who passed away and all of the items were vintage things she purchased anywhere from the 1960s to the 1990s. Out of these items The Real Real told me they were unable to authenticate several of my items, and some of those items were returned to me by mail. However, 25 of these items that they were unable to authenticate they asked me to provide proof of purchase which I did not have at the time which is when they informed me they would be keeping my items as they deemed them to be fake. Not only is this unconstitutional but it is illegal and clearly not enough research was done as many items created before the 1980s did not have serial numbers. Upon my complaint they sent back 8 of these items but refuse to respond or return the rest of my items which are potentially worth thousands of dollars. I have been robbed and am now forced to seek legal counsel in order to get my items back. Ive heard many many complaints about this company and I am very disheartened about this entire situation.

  

  Business Response

  Date: 11/25/2024

  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: 11/25/2024

   
  Complaint: 22587903
  
  I am rejecting this response because:

  My items are not counterfeit. They are simply vintage and I do not agree with their determination nor was I notified that they would attempt to keep my items. 
  
  Sincerely,
  
  ********** ******

  

  Business Response

  Date: 11/27/2024

  This decision is in accordance with our policy outlined in Section 4 of our Consignor Terms. We are committed to maintaining the integrity of the marketplace and preventing the circulation of inauthentic or counterfeit goods. As the client was unable to provide a valid proof of purchase, we are unable to move further.
  

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22587903
  
  I am rejecting this response because: my items are real and vintage despite their inability to authenticate. 
  
  Sincerely,
  
  ********** ******