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

  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:08/13/2025

  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 brought 2 items for consignment to the RealReal in *********. I was told they would be sent to their site for evaluation and pricing and I would be notified when ready to sell. One was a brand new ******* **** backpack purse(. New purchase value around $225)and the second a **** *** gown worn once which was $760. The site kept saying my items were in progress. After many weeks I called and was told they were lost and they would try to find them. A few days ago I was told they were found and that the bag was already sol d and I would receive $13.00!!! I was shocked as it was brand new. They listed it as only very good condition and misshapen due to wear. It was brand new, never used. I dont think that was my bag. I called and left messages with no response. I also sent multiple emails and was told they would look into it. Supposed to be called today and no call. My account info on their site still reads items in progress. I woukd never agree to $. 13 and my bag was new.

  

  Business Response

  Date: 08/20/2025

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

  Customer Answer

  Date: 08/25/2025

  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:08/13/2025

  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 have had a relationship with the real real for the past 13 years, I have been purchasing goods and selling goods on this platform and I am supposedly one of their VIP clients. 2 months a go I asked them to return all my consignments that were not moving and selling. I have only received 3 items back, the rest of my consignments are still kept there, each time I call there is a ***resentative that cannot help and solve my issue. Then I receive an email from my consigner *** stating they are looking into it, but thats it and nothing else happens. I have designer purses and fine jewelry consigned and they are not returning my items. I have plans to move out of the country within the next month for work and I have made them aware of my plans but they have not taken any actions. I am very disappointed and frustrated, if my issue is not resolved, I have to involve my attorney. I am hoping that the BBB can facilitate this process. And I will no longer going to trust this company.

  

  Business Response

  Date: 08/15/2025

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

• Initial Complaint

  Date:08/13/2025

  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 a credit card holder from the RealReal. It was in terrible condition; not as they had described on their website. I returned it on 7/14, using their return label, enclosing the proper paperwork, and seeking reimbursement of $194.57. When contacting them because I hadn't received the refund, they at first used the lame excuse that I didn't use the return label and their next ridiculous excuse was they thought it was a consignment and not a return. I have had multiple emails with them regarding this issue. They assured me I would receive reimbursement within 4-5 business days. I have not! This has been a difficult, frustrating process trying to get my money back. I assume illegal.

  

  Business Response

  Date: 08/15/2025

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

  Customer Answer

  Date: 08/16/2025

   
  Complaint: 23740477
  
  I am rejecting this response because:

  This has not been resolved.  I still do not have my refund; they received the return on 7/16!  After multiple frustrating, with lame excuse emails, I was falsely told on 8/07 they would expedite my refund and I would receive it within 3-5 business days.  Another untrue statement!  I then hear from a supervisor on 8/14 that I would receive my refund within 3-5 business days.  Obviously, the 8/07 email was a lie.  This has been a lengthy, difficult, frustrating time with still no resolution.  Still waiting for MY MONEY!!!

  The RealReal has been a real, real nightmare to deal with.

   

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

  

  Business Response

  Date: 08/20/2025

  Client has been advised that as the dispute remains, ****** will be your point of contact for this concern moving forward.

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23740477
  
  I am rejecting this response because:  I still don't have my money!  The item was returned and received by the RealReal on July 16th and I still don't have my refund.  I finally filed a complaint with ****** after weeks of emails with the RealReal attempting to get my money and listening to all their excuses/lies why I don't have my money.  Now they are saying they cannot do anything because I notified ******.  One more lame excuse!
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:08/11/2025

  Type:Sales and Advertising 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.

  My issue is that I keep trying to purchase an item but it will not allow me for some reason. I have had more than one account in the past but was not aware of their one household policy. Im a long time customer and have not been given a solution to my problem. There is no spam happening just misunderstanding on my part

  

  Business Response

  Date: 08/15/2025

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

• Initial Complaint

  Date:08/11/2025

  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 company selling used undergarments to a Dress set for more than the high valued dress. The company Has listed an undergarment for more than The gown that it comes with. The gown is featured as 100% silk sheer dress that follows a polyester under romper cover up. The dress retailer sold the entire price at ****** / then discounted to $250 dollars. I reached out to the company to alert them to this and how the pricing is off especially for a used undergarment that is not even the same quality fabric as the outer layer of the product thats originally being sold. **************** came back with their Supervisor representative and told me that their pricing is based on the demand of the item. The romper for this item is not in demand the dress is In demand, so basically what they had was two of the chair dresses I believe that two of the employees took and they are trying to sell the under romper, which is used underwear for $200. A used garment that theyre selling for $200.

  

  Business Response

  Date: 08/15/2025

  Client has been advised of our pricing philosophy. We apologize for any frustrations. 

• Initial Complaint

  Date:08/10/2025

  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.

  Putchased 3 carat lab created diamond stud earings with an apparent appraisal. Recieved the product and took to have them diamond tested, they came back as Moissanite!

  

  Business Response

  Date: 08/15/2025

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

  Customer Answer

  Date: 08/16/2025

   
  Complaint: 23727544
  
  I am rejecting this response because it has absolutely nothing to do with my complaint of selling a FAKE 3 carat lab created diamond earrings which are actually Moissanite! 

  This is just further proof that the employees at RealReal do not read nor take complaints seriously and make corrections.  

  it is a shame that we allow these types of companies to be in business.  

  I feel bad for the next person they try to rip off with selling fake items!

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

  

  Business Response

  Date: 08/22/2025

  We apologize for the frustrations. Client has been refunded for the item.

  Customer Answer

  Date: 08/22/2025

  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.

  I did receive a refund, please be aware the same item has been re-listed with the same misleading information to other customers. These earings are being resold as diamonds and they ARE FAKES. 

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

• Initial Complaint

  Date:08/07/2025

  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 consigned a luxury bag with The RealReal under the understanding explicitly stated by their sales associate, that I would receive price approvals before my items went live. I was also told I could request my items back for a $20 fee if I did not agree with the pricing.I received a notification when the company received my bag, and then I heard nothing for over a month. No updates, no communication, complete silence. I assumed they were backed up on orders. Then, without any notification that the bag had even gone live, I suddenly received word that it had already been sold.I had no clue my bag had been listed at all until it was already gone. This is unacceptable. Customers deserve to know when their property is being put on the market. I was given no opportunity to review or approve the listing, and no opportunity to exercise the $20 return option I was told about.On top of this negligence, I continue to receive the same automated responses citing The RealReals policy practices, none of which were explained to me at the time of consignment. I also continue to receive messages stating they will escalate to see if I can get a hire pay out but its evident its to stall until they have to pay out on the 15th of this month. This is not only negligent but unethical. Customers are the reason for a business to exist, and the refusal to listen or take accountability is deeply disappointing.Had I chosen to sell independently, I could have received $2,000 . Instead, I am being offered $1,312.50 for a sale I did not authorize, with zero transparency about the listing or sale process.Desired Resolution:1.Returning my bag in the condition it was provided, OR 2.Providing a payout that reflects fair market value ($2,000).I also request that The RealReal review its training, communication practices, and customer care policies so that no other customer is left in the dark about the sale of their own property.

  

  Business Response

  Date: 08/08/2025

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

• Initial Complaint

  Date:08/07/2025

  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.

  I gave the real real merchandise to sell. They under priced my merchandise. I told them to change pricing and they did to one item and I was right because it got sold immediately at the higher correct price. They refused to change the price of the remaining items. I asked them to ship everything back without charging me any fees. It has been 2 months and calling in 3 times. I was told everytime that they will ship things back and still nothing. The worst customer service! Incompetence

  

  Business Response

  Date: 08/08/2025

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

• Initial Complaint

  Date:08/07/2025

  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 my very first consignment I sent in jewelry in April to the ********* and one of my items was lost. It was my ***** **** white gold diamond hoop 9.5 mm. I have been waiting since the end of April to be compensated and I still havent been and the real real thinks that $458.70 should suffice but I disagree. I paid $695 for this item. Im upset because its been so

  

  Business Response

  Date: 08/07/2025

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

• Initial Complaint

  Date:08/06/2025

  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.

  The real real scams people. They rip odd sellers and they double charge customers and Dont return calls regarding loans being taken out and being double charged! They outsource their customer service to ***** and there's no Americans who speak English to help with your billing concerns. Now, y credit is getting ruined bc I refuse to pay for an item twice!!

  

  Business Response

  Date: 08/07/2025

  We have been in touch with the client and advised there was no double charge. We apologize for any frustrations.