Business Profile

Ecommerce

The RealReal, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

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

1,974 total complaints in the last 3 years.
580 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/01/2025
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 four pairs of shoes with TheRealReal store located at **************************************The shoes were sold on the following dates:Two pairs on 5/15 One pair on 6/15 One pair on 7/30 Despite these sales, I have not received the corresponding payment. Since July 1st, I have been in contact via chat with a representative named ****, who has repeatedly informed me that the funds would be deposited within 35 business days. However, as of today, August 1st, no payment has been *********** this point, I am requesting the full payment of $460.00, which reflects the total amount owed for all four pairs of shoes that were sold. I kindly ask that this matter be resolved promptly and that my funds be deposited without further delay.
Business Response
Date: 08/04/2025
We have been in contact with the client and worked to resolve.
Initial Complaint
Date:08/01/2025
Type:Customer Service 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.
If I could give 0 stars, I would.The RealReal has been nothing but a headacheon both the buyer and seller side. I recently tried to place multiple orders, and they kept getting cancelled.I called customer service and spoke to ******** *. for over 30 minutes. He kept putting me on hold and ultimately offered no help at all. Completely useless and clearly had no idea how to resolve the issue.This isnt even my first bad experience. *** sold with them before, and that was just as disappointing. I consigned a few of my designer dressesincluding Valentino and Fendiand they sat on the site for over half a year. The RealReal kept reducing the prices without my permission, and I eventually just asked for them back out of frustration and gave up.Honestly, I cant help but wonder if someone out there tried to buy one of those dresses but couldnt because of this same glitchy, broken system.Dont waste your time with The RealReal. Whether youre a buyer or a seller, theyll disappoint you on every front.
Business Response
Date: 08/04/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 08/05/2025

Complaint: 23686775

I am rejecting this response because:

This statement is completely false. There has been no communication from The RealReal regarding a resolution.

I was on the phone with them for over 30 minutes on Friday, during which ******** *. explicitly promised that I would receive a call back that same evening and that my account issue would be resolved. That call never came. I followed up the next day via email using this exact email address, and my message was ignored.

To make matters worse, when I attempted to place another order, I received an automated message saying: Hi there, we had to cancel your order.

There has been no proactive outreach, no follow-up, and no resolution. To claim otherwise is not only misleading but incredibly frustrating for a customer who has been trying in good faith to get a response.

Sincerely,

Lizzy Halabani
Business Response
Date: 08/07/2025
After thorough review, our team has determined that, due to failure to meet our Terms of Service pertaining to Membership Eligibility your account(s) have suspended permanently. We regret any disappointment this may cause you.
Customer Answer
Date: 08/07/2025

Complaint: 23686775

I am rejecting this response because:

To Whom It May Concern,

I am writing to formally express my deep frustration and disappointment with The RealReals response to my complaint.

Rather than making any good-faith effort to resolve the issue I brought to their attention, The RealReal abruptly revoked my membership and permanently suspended my accountwithout any explanation, evidence of wrongdoing, or prior communication. Their justification, claiming I failed to meet their Terms of Service pertaining to Membership Eligibility, is vague, baseless, and appears to be a retaliatory response to my decision to escalate the matter to the Better Business Bureau.

This is not only unacceptable, it is an obvious attempt to end the conversation rather than resolve the actual issue at hand. At no point did The RealReal communicate with me to address or clarify their concerns, nor did they explain what term was allegedly violated. I have complied with their policies and participated on the platform in good faith, both as a buyer and a seller. The termination of my membership seems to be nothing more than a punitive measure designed to silence dissatisfied customers.

This type of behavior from a company that claims to value its customers and offer luxury-level service is deeply troubling. I urge the BBB to take note of this dismissive and retaliatory approach, as it reflects a broader issue in how The RealReal treats customer complaintswith evasion, not accountability.

Thank you for your time and attention to this matter.

Sincerely,
Lizzy H.

Sincerely,

Lizzy Halabani
Business Response
Date: 08/10/2025
We stand by our determination. We apologize for any frustrations.
Customer Answer
Date: 08/11/2025

Complaint: 23686775

I am rejecting this response because:
I am not satisfied with their resolution. I am asking the better business bureau themselves to please get involved and flag this website.

Sincerely,

Lizzy Halabani
Initial Complaint
Date:07/31/2025
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.
i tried to make a purchase on *** but it keeps rejecting my card
Business Response
Date: 08/01/2025
Clients account is clear - please try again and ensure all information matches for a smooth check out.
Initial Complaint
Date:07/31/2025
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 order a pair of shoes pumps ********* ********* SEQUINS PUMPS women size 6 and you send me size 9 you wanna tell me what Im gonna do with a size 9 in my feet is a size 6 I would like for you to send me size6 or put me that credit on my credit card
Business Response
Date: 08/01/2025
Client has been advised no orders appear with info given. Please respond to our email with more details.
Initial Complaint
Date:07/31/2025
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 pair of shoes from theRealReal. I received the order, tried on the shoes, and immediately took steps to return the shoes. After a few weeks (and no refund), I reached out to inquire about my refund. They indicated that I had returned a "different" item than what I had purchased/returned. I spent probably six hours being bounced between "customer service" employees, none of whom provided any solution. Finally, they said they would return the item they claimed I had sent; when I received the item, it was a pair of shoes that had been in my cart and that cost about $100 less than the pair I actually purchased. TOTAL SCAM.
Business Response
Date: 07/31/2025
Client has been advised that the correct item has been shipped via 1ZY359820377270162 - we apologize for any frustrations.
Initial Complaint
Date:07/30/2025
Type:Delivery 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 place an order for a Mr **** blazer that the realreal has listed as small. I look closely at the pictures and see it is a size 40. The realreal has again has not listed the right size of this jacket. Now here is where and why I am ANGRY. I reach out via your online chat and tell them to cancel the order. The realreal says they can't but will have the package rerouted. Why have you not done that? instead you make me reach out again to online chat getting nothing. So I have done enough to fix your problem, You can have *** come pick up the package or reroute it back to you. I am tired of doing all the work for the realreal. Going forward can you offer any real customer service?
Business Response
Date: 07/31/2025
Due to the listing being accurate and measurements being listed, we are unable to provide a return for the item as it is final sale. We apologize for any frustrations.
Customer Answer
Date: 08/01/2025

Complaint: 23675702

I am rejecting this response because:The person who responded to this didn't look at the pictures the REALREAL posted with the size in the jacket which is a 40 and NOT a small. Let the response show how BAD the realreal has gotten. This response is showing how they continue to defend their bad business. I also love that the realreal sayd when there is a problem we will always make it right. That statement alone is a LIE. You list a jacket in the wrong size and blame your customer. This company WILL fail there is NO DOUBT when they respond without looking into the matter. The realreal thinks they know it ALL

Sincerely,

***** *****
Business Response
Date: 08/06/2025
We have worked to resolve and have communicated with the client. We apologize for any frustrations.
Customer Answer
Date: 08/07/2025

Complaint: 23675702

I am rejecting this response because: The ***** are in the photos. The RealReal says that they will always make it right but they don't EVER. This company doesn't know how to accept responsibility and offer decent customer service. I invite others to read their reviews and complaints with the BBB. This company does nothing .

Sincerely,

***** *****
Business Response
Date: 08/08/2025
Refund has been processed. We apologize for any frustrations
Customer Answer
Date: 08/08/2025
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:07/30/2025
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.
Complaint Regarding Misrepresented Product and **************** Claim Dear [The RealReal **************** / Insurance Provider / ********************],I am writing to formally report an issue regarding a recent purchase from The RealReal. I ordered a $1595.67 purse on June 24 for that was advertised as being in excellent condition. Based on this description, I also purchased additional insurance coverage for the item.However, upon receiving the purse, it was immediately clear that the item was very old and in poor condition. Most notably, the magnetic clasp does not function properly, which significantly impacts the purse's usability and contradicts the listed condition. This constitutes false advertising.I filed a claim through the insurance provider I purchased at checkout, but the claim was wrongfully denied despite the obvious discrepancy between the listing and the item I received.I am requesting:1.A full refund, or 2.An exchange for the same item in truly excellent condition, or **** minimum, a partial refund reflecting the items actual condition.If this issue is not resolved promptly, I am prepared to escalate the matter by filing a dispute with my credit card issuer, submitting a complaint to the ****************************** regarding deceptive business practices.Please respond within [7] business days so that we may resolve this issue amicably.
Business Response
Date: 07/31/2025
We are reviewing and will follow up with the client asap once more details are available.
Customer Answer
Date: 08/01/2025

Complaint: 23675074

I am rejecting this response because: Their response was Thank you for reaching out to The RealReal. We have received your inquiry and look forward to resolving your concern.
It's always our goal to provide excellent service, including getting back to you as quickly as possible (within 24 hours Monday-Friday, 48 hours Saturday & Sunday).
Their message did not address the issue I reported, nor did it indicate any steps being taken toward resolving it.
To reiterate, I purchased a purse listed as being in excellent condition, but what I received was clearly in poor condition, with a non-functioning magnetic closure. I also purchased insurance, but my claim was unjustly denied.
At this point, I feel the matter is being unnecessarily delayed. I respectfully request a clear response within 24 hours outlining the steps you will take to resolve this issue, including a refund, exchange, or other satisfactory remedy.
I did not receive a resolution

Sincerely,

**** ******
Business Response
Date: 08/06/2025
We have contacted the client with a resolution. We apologize for any frustrations.
Customer Answer
Date: 08/06/2025
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:07/29/2025
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 placed an order with The RealReal on July 20th, 2025, for item number BUR505081 under order number R313828640, totaling ******. The package was marked as delivered on July 23, 2025, but I never received it. The *** tracking photo provided does not show the item on my property or doorstep.Despite multiple emails, I have not received the identity verification link that the company insists is required to proceed. The representative has referenced law enforcement unnecessarily and repeatedly emphasized my status as a first time buyer in a dismissive and biased tone.If the item is considered high value, it should have required a signature upon delivery but it did not. The company has not taken responsibility for the lack of secure shipping or made any reasonable effort to resolve my concern. This mishandling has caused me stress and financial loss, and their customer service has been unhelpful and accusatory rather than solution oriented.
Business Response
Date: 07/31/2025
Client has been advised that we are unable to provide a refund. We apologize for any frustrations.
Customer Answer
Date: 08/02/2025

Complaint: 23673614

I am rejecting this response because:
I respectfully reject the business response, as it does not address or resolve the issue. I paid for a service/product that was either not rendered as promised or misrepresented, and I provided extensive documentation supporting my claim (as shown in the image attachments).

At no point during my interaction with the business was it clearly disclosed that refunds were non-negotiable under the circumstances I experienced. Additionally, the lack of transparency and the handling of my concerns have been both unprofessional and unsatisfactory.

I am seeking a fair resolution, which includes a full or partial refund based on the evidence provided.

Sincerely,

********* ***
Business Response
Date: 08/06/2025
Client has been advised, for next steps, verification needs to be completed. Please follow instructions sent via email to move further.
Customer Answer
Date: 08/07/2025

Complaint: 23673614

I am rejecting this response because:I am rejecting The RealReals response because it has been riddled with dishonesty, lack of accountability, poor customer service, and repeated failures to follow through with basic procedures, all of which have caused unnecessary delays, emotional distress, and an unresolved case that continues to be mishandled.

Despite my multiple attempts to cooperate and communicate professionally, I have not received the verification link that The RealReal claims to have sent. I have repeatedly checked all folders including inbox, spam, junk, promotions, and other possible locations, and I can state with full confidence that no Persona verification link was ever received. I have documented this clearly through screenshots and written responses. Yet, the company has continuously and falsely claimed that the issue lies on my end, which is a clear deflection of responsibility.

The representative, *****, falsely claimed to have sent the verification link multiple times, and her repeated dishonesty has obstructed the resolution of my case. This is not just poor service; it is misconduct. Instead of acknowledging this and resolving the matter efficiently, the company has chosen to double down on excuses and rely on internal claims that cannot be verified or traced by the customer. They have failed to use a reliable and trackable method for delivering such an important communication, even after I requested a direct or alternate method.

In my correspondence with their team, I explicitly requested that someone other than ***** send the link, and that a traceable and verified format be used. I also requested escalation to a senior representative, and an internal review into Marias misconduct, as she has demonstrated a clear inability to fulfill her duties with honesty or efficiency. These requests have been ignored.

Even after escalating my concerns and providing written documentation, the companys response continued to push the same inaccurate narrative, that the link was sent and that the delay was my fault. That is simply untrue, and at this point, its an unacceptable example of customer mistreatment.

This entire experience has been exhausting and unprofessional. I followed every instruction they gave, remained responsive to all emails, and was patient far beyond what should be expected. Yet The RealReal has not fulfilled their obligation to provide the tools needed to verify my identity and move forward with my missing order or refund investigation.

Their behavior reflects a pattern of deception, poor accountability, and failure to resolve legitimate customer concerns. I no longer trust their process, and I am appalled by the lack of transparency and care in handling a matter involving a customers money and personal information.

Therefore, I am formally rejecting their response and will continue to escalate this through the Better Business Bureau, ************************* and other consumer protection channels as necessary. If unresolved, I will also make this experience public to warn other consumers about the unprofessional practices Ive been subjected to.

I expect full accountability, immediate action, and a resolution not excuses.

Sincerely,

********* ***
Business Response
Date: 08/08/2025
We stand by our determination. We apologize for any frustrations.
Initial Complaint
Date:07/28/2025
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 was a consigner at The ********* and they sold my consignments. However, getting the commissions promised from ********* has been a REAL issue. **************** provides lie after lie and continues to state the "Check is in the mail". My third call, I finally learn the check was never issued and customer service provides nothing other then promises to call me is 24 to 48 hours. I don't need phone time. I want my check for $745 to satisfy our consignment agreement. .
Business Response
Date: 07/31/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:07/28/2025
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 bring a Chanel bag to The Real Real (***********************************************************************) for sell on 04/17/2024. They took the bag and put in their website. It was showed paid on 12/15/2024, but I didnt receive any *****. I contact them on 06/13/2025 and they told me the money will be back to my checking account on next week. I followed up with them and every time they told me I will receive my money early next week. Every time they lied to me. I have text message as evidence.
Business Response
Date: 07/31/2025
We have been in touch with the client and worked to resolve.

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The RealReal, Inc. is BBB Accredited.