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
- 2,020 total complaints in the last 3 years.
- 597 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:09/18/2024
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 have been attempting to purchase two articles of clothing from The RealReal. Each time I try to check out, my credit card is declined. I've also tried by debit card, and it is similarly declined. There is no issue with my bank or the card -- they work fine when I buy anything else. I contacted TheRealReal's customer service, and they continued to tell me I was entering my shipping and billing information incorrectly. I have tried several times, making sure it was entered correctly, and I told them that was not the issue -- it still declined the payment. The customer service agent refused to look for another solution to the problem, simply repeating over and over what they had said prior. Further, I was planning on buying these items with store credit I had received -- that credit has disappeared, since I "applied" the code at checkout, but the checkout was never successful. I am not sure what to do -- I am trying to give them business, buying their clothing, but they are making it impossible, and intervention would be appreciated.
Business Response
Date: 09/25/2024
Client contacted via email regarding account status. Issue resolved.Initial Complaint
Date:09/17/2024
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.
Waiting for refund on returned product of $80.78 as stated on the XCover certificate of coverage (included in upload) $67.83 for product (incluides tax) plus $12.95 reshipping fee Ordered: 08/12/2024 Product: MCKSC41619 ******* **** Collection Laser Cut Suede Crossbody bag Cost: $62.50 bag, $7.80 XCover, $7.27 tax, $14.95 shipping Delivered: 08/17/2024 DHL #****************************** Returned: **** #********************** initiated on 08/18/2024, dropped at US *********** on 08/20/2024 for processing XCover claim: # P4WF7-HA2ND-INS purpotedly handles the return process, an extra fee of $7.80 was included in the price for this service for a "return guarantee".XCover update notification: received on 08/29/2024 stating that "the return has been delviered to their return partner and it typicall takes 7 days to evaluate returns, directed to monitor status by visiting their claims center." The status has not changed.09/13/2024: spent more than 1.5 hours via text with customer service agent ********** answering and providing details regarding all of the above questions, was consistenlty on hold/waiting in this back and forth. At the end of the texting was ensured that my claim for return and refund would be escalated and an email was received right after stating: "Thanks for reaching out to XCover! We apologize for the delay in the resolution of your Claim. I escalated your case directly with our Claims Team. We'll be in touch shortly, thanks in advance for your patience and understanding."It is noted that all customre services phone numbers and online contact information are bogus and links are defunct. There is no way to reach an individual via phone, it appears only through the virtual assistant process (text).Business Response
Date: 09/25/2024
We are in touch with the client and working to resolve.Initial Complaint
Date:09/17/2024
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 purchased a handbag labelled as "Coach 1941 Saffiano Leather Tote Bag w/ Tags" from the Real Real website on 8/20/2024 for $200.63. When I received the bag on 8/23/2024, I discovered that it was not Coach 1941 or Saffiano Leather as originally advertised. It is the Coach Outlet Gallery Tote bag made with crossgrain leather, which is far lower quality than advertised. For reference, the actual gallery tote bag is listed on the Coach Outlet website here for $129 (**********************************************************************). I understand that prices vary widely on the Real Real, but I am including this example to show that I would not have purchased it from the ********* if it were properly labelled with the brand and material. I submitted the purse for a return to the Real Real and explained the situation. On 9/17/2024, I received an email stating that the purse was reauthenticated and there were no issues with it, so I could either have the bag or sell it on consignment. I am requesting a full refund of $200.63 because I will not sell an improperly listed bag to another consumer.Business Response
Date: 09/25/2024
Client has been contacted regarding refund status. Issue resolved.Initial Complaint
Date:09/16/2024
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.
This company does not list or explain the item that you have sold with an item number on your payment. Also, they take the big amount on the sold item, and seller receives the commission, which is so little considering the item is yours.Also, the item was put on sale without being notified, (TXT, or email) so that digs deeper into my return on my item,An example: They sold one of my ***** and ***** dresses that was listed for $48.00, and after they imposed and unnotified, sale 20% off, as well as their take for the item, I received, $9.00, yes only 9 dollars!!Make sure you do your research, for this company takes!! Sale your items on ****!!Business Response
Date: 09/23/2024
We are in touch with the client and working to resolve.Initial Complaint
Date:09/15/2024
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 gave *** a vicua cape that retailed for $6,800 and it was in excellent condition. I waited for them to contact with the pricing but I never heard anything and it wasn't until I saw the price on their website. I immediately emailed them that I wanted it back because the price was way too low. I wrote to my personal representative, **************** AND the CEO of ***. But, it sold immediately. Obviously because the price was $635 - way too low. I tried to get them to return it before they sent it to the buyer but they refused. I had absolutely no input with the pricing and they NEVER contacted me for me to ok the pricing, like they promised. I am outraged and angry. I tried to other items back that I thought were priced too low but they sold in the first day on the website. Of course the sold the first day - it was because the prices were WAY TOO LOW. I will never do business with them again.Business Response
Date: 09/23/2024
We are in touch with the client and working to resolve.Initial Complaint
Date:09/15/2024
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.
I returned two bags one on August 31st and the other on September 5. I still havent been refunded my money in full back to the original form of payment. I attempted to get in contact with the business on multiple occasions with no success. They either ignore me or dont respond at all. I need help because they are not being helpful in my returns. I need the returns as soon as possible with no luck. I have attached screenshots of my order information and my return numbers are RMA423634213 RMA853711758. Here is also the sku numbers GUC1584336 and order number R374864882 WKA396475 R845321387 I was told I would get my money back and any fees would be waved. But I havent received any money back and no one is responding to me.Business Response
Date: 09/17/2024
Client has been contacted via email regarding return processing time. Items delivered to us on 9/16/24. We are working to resolve.Customer Answer
Date: 09/17/2024
Complaint: 22288752
I am rejecting this response because:
I still havent received my refunds and they havent been processed yet. They dont really give a detailed explanation and it seems to be an issue. I would appreciate if they could process my returns as soon as possible.
Sincerely,
******* ********Business Response
Date: 09/20/2024
Client contacted via email regarding refund status. Issue resolved.Customer Answer
Date: 09/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ********Initial Complaint
Date:09/15/2024
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.
Multiple items were approved for consignment and described so inaccurately that it impacts the advertising and sale of my belongings. I have asked repeatedly for them to adjust the wrong descriptions and after one email exchange there has been no adjustments to the inaccurate descriptions of my clothes, shoes, and accessories all the while they continue to drop prices aggressively.Business Response
Date: 09/23/2024
We are in touch with the client and working to resolve.Initial Complaint
Date:09/14/2024
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 piece of jewelry over 3/12 weeks ago was supposed to receive on 9/10. Wrong tracking number was given. Cant get anyone on the phone for status. Make you text someone out of ***, cant speak English and cant tell you anything.I ordered another item 1 week ago got today. I want my item of a full refund!!!Business Response
Date: 09/17/2024
Client contacted via email regarding refund status. Issue resolved.Initial Complaint
Date:09/14/2024
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 have an account at ******************** and i have bought many items there. Due to a mistake, i created another account and its against their policy supposedly. They blocked me from purchasing ever again and they flagged all my cards, addresses and even name. I filed a complaint *** i am a customer. I never did anything to defraud them or anything. I am a customer who pays in good faith. I am as normal as any other customer. Theyre treating me as if i am a criminal or a money launderer or something like what on earth was that.I hope they will restore my account. It is an absolute shame that they treat their customers this way.Business Response
Date: 09/17/2024
Client has been contacted via email regarding account status and we are working to resolve.Initial Complaint
Date:09/13/2024
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.
The real real listed an offer of $100 for 5 items or $200 for 10 items with a resale list price of $500. The offer appear to reference total price and does not clearly disclose its for each item to be valued at $500. Upon speaking to customer service I learned it is for each item and the website should correct this marketing languageBusiness Response
Date: 09/23/2024
We have reached out to the client to resolve.
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