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.

  8500 Melrose Ave West Hollywood, CA 90069-5145

• 

  The RealReal, Inc.

  100 Cresent Court Dallas, TX 75201

• 

  TheRealReal

  8500 Melrose Ave West Hollywood, CA 90069-5145

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: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. 

• Initial Complaint

  Date:07/28/2025

  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 am writing to file a formal complaint against The RealReal regarding a missing item from my order and the companys refusal to issue a refund or take accountability.On September 7, 2023, I placed an order with The RealReal (Order #R822327173) for an item costing $311.50 with SKU: CHT326986. The tracking information for the item has never updatedit has remained in the status awaiting carrier pickup since the date of purchase. The item was never delivered.I contacted The RealReal on July 23, 2025, to report this issue and request a refund. In response, the company stated they were unable to assist due to the amount of time that had passed, and that their carrier (***) only retains tracking information for 120 days. They also stated there was no prior support inquiryhowever, the tracking status clearly shows the item was never shipped.I am a loyal customer of **********************, having spent over $19,000 with the company over the past 18 months and also consigning with them. I find it unacceptable that a business of this size would refuse to take responsibility for an item that was clearly never shipped.I am requesting that The RealReal be held accountable for this situation and that a full refund be issued for the undelivered item.

  

  Business Response

  Date: 07/31/2025

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

• Initial Complaint

  Date:07/25/2025

  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.

  Business Name: The RealReal Website: www.therealreal.com Transaction Date: April 21, 2025 Amount Disputed: $393.59 Complaint Type: Problem with Product/Service Desired Resolution: Full refund to original payment method I purchased a designer coat from The RealReals online platform on April 21, 2025. The item was explicitly advertised as being in Excellent condition, which is understood to mean free of visible flaws or damage. However, upon attempting to wear the coat for the first time in July, I discovered a tear on the shoulder that had not been previously visible due to the deep navy color and location of the damage.The item has never been worn and still has the original tags attached, making clear the defect existed upon delivery. I immediately contacted The RealReal on or about July 13, 2025, to request a return and refund. They refused, citing that the return window had closed.This is not a case of a delayed returnit is a case of material misrepresentation. Their internal policy does not absolve them of the obligation to resolve issues involving goods that are not as described. Their refusal to accept responsibility is unethical and inconsistent with industry standards and consumer protection practices.Desired Outcome:I am requesting:A full refund of $393.59 to my original form of payment A prepaid return label to send back the coat I have submitted a formal dispute to my bank and am now filing this complaint to hold The RealReal accountable and help protect other consumers from similar experiences.

  

  Business Response

  Date: 07/30/2025

  Client has been advised we cannot provide a return. We apologize for any frustrations. 

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23654668
  
  I am rejecting this response because:

  The Real Reals response is insufficient and fails to address the core issue: the item was misrepresented as being in excellent condition but arrived with a tear on the shoulder. This flaw was not disclosed and only discovered when I prepared to wear the coat for the first time. The coat remains unworn with original tags attached, proving the damage existed at the time of delivery.

  Their return policy does not absolve them from addressing a material defect that contradicts the items advertised condition. I am again requesting a full refund to the original payment method and a prepaid return label.

  If unresolved, I will continue pursuing this through my financial institution and relevant consumer protection agencies.

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

  

  Business Response

  Date: 07/31/2025

  We stand by our decision, we are unable to move forward with a return. Apologies for any frustrations. 

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23654668
  
  I am rejecting this response because:

  The Real Reals continued refusal to address the sale of a damaged item falsely advertised as excellent condition reflects a  clear lack of accountability and unethical business conduct.

  Dismissing my valid complaint with generic apologies and no resolution is unacceptable. I again demand a full refund to the original payment method and prepaid return label. I will escalate this matter through all available channels until it is resolved appropriately.

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

  

  Business Response

  Date: 08/06/2025

  We stand by our decision, we are unable to move forward with a return. Apologies for any frustrations. 
  

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23654668
  
  I am rejecting this response because:

  The RealReals continued refusal to address this issue is unacceptable and fails to meet basic standards of honesty and fair dealing.
  
  The coat I purchased was explicitly advertised as being in Excellent condition. Upon preparing to wear it for the first time, I discovered a tear on the shoulder. The coat remains unworn with tags attached, proving the defect existed upon delivery. It is a clear case of material misrepresentation.
  
  Citing an expired return window does not absolve the merchant of responsibility when the items condition was falsely stated at the time of sale. The defect was not visible in the listing photos and only became apparent upon closer inspection, which is reasonable for a hidden flaw.
  
  The RealReal could easily resolve this by accepting the return, issuing a refund, and then reselling the coat. If they genuinely believe the tear does not constitute a material misrepresentation, they can relist it as Excellent condition without disclosing the damage and recover the equivalent amount the same way it was sold to me. My request is not to deprive them of any monies, but to give them the opportunity to do the right thing.
  
  Their refusal to offer any accommodation suggests they are either unwilling to make a minimal effort to resolve the issue, or that they willfully chose to list the product in this manner, which raises serious concerns about intent and ethical business conduct.

  
  I am again requesting:
  
  A full refund to the original payment method
  A prepaid return label for the coat
  
  If this is not resolved promptly, I will escalate this matter through my financial institution, the *********************************************************, and the *************************
  
  Sincerely,
  
  ******** *****

  

  Business Response

  Date: 08/13/2025

  We stand by our decision, we are unable to move forward with a return. Apologies for any frustrations. 
  
  

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23654668
  
  I am rejecting this response because:
  
  The RealReals latest response is factually inaccurate and demonstrates a lack of awareness of their own operations. Despite their claim that they stand by their decision and will not process a return, I have already received *** approval from The RealReal on Sunday, August 10, 2025 (***# ***155422082).

  Per the *** instructions, I personally returned the coat in-store at The RealReals Melrose location. The coat is no longer in my possession, and a full refund is now required.

  The merchants unchanged response ignores this critical fact and misleads the BBB into believing the matter is at a standstill when, in reality, the return process is already in motion. This discrepancy raises serious concerns about internal communication and accountability within The RealReals operations.

  I again request:

  Immediate processing of the full refund to the original payment method
  Written confirmation of refund status and expected timeline

  The RealReals own systems approved this ***, so their continued public position that they will not accept a return is both inconsistent and misleading.

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

• Initial Complaint

  Date:07/24/2025

  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.

  on jul 16th I paid the real real; ******* for a Chanel bag that was final sale, when I recieved the item the condition of the item did not match the listing description, the 3 thousand dollar item had color transfer, peeling, lesions, abrasions, color fading, and flattened quilting. I immediately contacted customer service, supplied photos and documents showing the wear and condition that was not disclosed. I was told after a review that they were not going to accept the return and couldn't help me any further. I am requesting a return and full refund to the original form of payment

  

  Business Response

  Date: 07/29/2025

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

• Initial Complaint

  Date:07/23/2025

  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.

  Realreal lost my item YHYMN20464 which worth about $800 and refuse to give appropriate refund. Realreal sold item WXS41438 regardless of telling them that I want the item back, because i do not approve their listed price. and refuse to give me appropriate compensation. The jacket was about $400.

  

  Business Response

  Date: 07/29/2025

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

• Initial Complaint

  Date:07/22/2025

  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.

  This week I purchased a large of bundle of items from the business. One of the items was a pair of Berluti shoes and the business sent me a heavily worn drastically different pair (see photos) marked as final sale. They offered me a refund if I ship the item back. I refused, as I should not be inconvenienced for their mistake. They then asked if I would accept a full refund to avoid civil action (see screenshots). I declined. The reason for this is this is a systemic issue with TheRealReal. Their quality control is non-existent. Their copyrighters are poorly trained and, per my last BBB report, I can now prove they knowingly mislead buyers and consignors. Their ** representatives never report any of this to anyone in the company with the ability to fix things. Ive been burned 100s of times on mistakes like this. I will not return the shoes as they are crucial evidence of the many issues Ive had with them. What i want from the business is a face to face (or zoom) meeting with a corporate officer: COO, CEO, ***, etc. I have multiple years of industry experience they should hear to correct their menswear business. If we can reach a resolution, Ill withdraw any civil complaint. If they dont agree to this, I have a team of attorneys on retainer who will take up my issues as a class action lawsuit and Im already working with media outlets to publish my years of complaints. I wont be seeking monetary damages, but I will vigorously pursue shutting down this business for good.

  

  Business Response

  Date: 07/29/2025

  Client has been refunded for the item in question. We apologize for any frustrations. 

• Initial Complaint

  Date:07/22/2025

  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 filing a complaint against TheRealReal regarding their unethical handling of items I sent to them. These items were submitted in good faith but, due to an internal issue, were never listed or processed. Despite multiple attempts to resolve the situation, TheRealReal has refused to return the items or provide documentation that they were destroyed.The company claims it will not return "sequestered items" without first-hand proof of purchase and further stated they "do not currently provide documentation regarding destruction." This policy is deeply troubling. It allows TheRealReal to retain or destroy personal property without accountability, even when the sender has not been compensated or notified.The items in question were either purchased secondhand or received as gifts, so first-hand proof of purchase is not available. However, this does not negate my ownership of the items. TheRealReals refusal to return them or confirm destruction is not only unethicalit may also be unlawful. Their handling of this matter lacks transparency and disregards basic consumer rights.Desired Resolution:I am requesting that TheRealReal either:Return the items sent to them, or Provide official documentation confirming their destruction.If they are unable or unwilling to fulfill either of these reasonable requests, I believe further investigation is warranted.Sincerely,****

  

  Business Response

  Date: 07/29/2025

  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: 07/30/2025

  I am rejecting this response because:

  
  The RealReal has failed to address the core issues of my complaint. Instead of taking responsibility for damaging my property and failing to return all of my items, they are deflecting by citing their authenticity policydespite the fact that they returned one of my items (#GOY48075) completely destroyed and another item (#CEL349606) was never returned at all, though it was marked as shipped.

  
  I am having trouble attaching photos showing the condition of item #GOY48075 upon return, but can provide them at request The bag was sent in wearable condition and came back crushed, warped, and completely unwearable. No explanation or apology has been offered.

  
  In addition, I have seen reports onlineincluding firsthand accounts on Redditsuggesting that The RealReal uses their "unable to authenticate" policy as a loophole to keep items without compensation or return. The idea that employees may be retaining items flagged under this policy is deeply concerning and completely unacceptable. It raises serious ethical and potentially legal concerns that should be thoroughly investigated.

  
  Lastly, I still have not received item #CEL349606, despite it being marked as shipped. This lack of accountability and transparency throughout the entire process is unacceptable.

  
  I am requesting a full investigation and a fair resolution to the mishandling, damage, and disappearance of my personal property.

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

  
  

  

  Business Response

  Date: 07/31/2025

  Our team is continuing to investigate and will follow up with the client directly once more information is available.

  Customer Answer

  Date: 08/01/2025

  I do not accept The RealReals response.

  
  I will not consider this matter resolved until:
  My property is returned to me, or
  I am fairly compensated for the item that was damaged in their possession and the item they claim was destroyedwithout providing any documentation or evidence.

  
  Despite their claim of an investigation, this has dragged on far too long. I have already provided photo evidence (including images The RealReal themselves uploaded) clearly showing my item arrived without any of the damage they later alleged. Their handling of this situation has been evasive, inconsistent, and unacceptable.

  
  I contacted the BBB because I am getting nowhere with their internal team. I also do not wish to continue going back and forth endlessly with The RealReal. I want resolution and accountability.

  
  After conducting further research, Ive discovered that many other consignors have experienced similar mistreatment:
  Being told their items are inauthentic without proof
  Having items marked for destruction without documentation
  Items disappearing without a trace
  Concerns that employees may be keeping consignors items

  
  I have already spoken to multiple attorneys who believe there is strong potential for a class action lawsuit. The RealReals practices appear not only unethical but potentially unlawful.
  I expect the BBB to take this matter seriously. I am prepared to pursue further action if necessary.

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

  

  Business Response

  Date: 08/06/2025

  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: 08/06/2025

   I understand The RealReals policy regarding counterfeit goods. What I take issue withand what they continue to avoidis the complete lack of proof that my item was counterfeit or that it was destroyed as they claim.

  
  It is not enough to simply declare something inauthentic without providing any documentation or third-party verification. If The RealReal is truly using a certified vendor to destroy items, they should be able to provide a certificate of destruction or at the very least a record that confirms what was done with my property.

  
  At this point, they are asking customers to accept their word without questionwhile refusing to return property or show evidence of what happened to it. That is not transparency, and it raises serious ethical and legal concerns.

  
  I am not asking them to change their policy. I am asking them to prove they are following it.
  I will not consider this matter resolved until The RealReal either:
  Provides verifiable documentation of destruction, or
  Returns my property to me immediately.
  

  This has gone on long enough. The RealReal continues to deflect and dismiss legitimate concerns instead of providing the accountability that consumers deserve.

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

• Initial Complaint

  Date:07/22/2025

  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 has the audacity to talk about platform integrity while accusing honest customers of sending "empty boxes" with zero evidence all while failing to investigate what appears to be internal mishandling or outright theft by their own employees.Lets be clear: I did NOT send empty boxes EVER IN MY LIFE. Not to the Real Real, not to ANYONE. I filed a police report, contacted ***, and did everything a reasonable person would do to help them recover their items. Their response? They banned me without proof and then banned my friends and family too simply because I had once sent them gifts from my account. That is not integrity. That is profiling, retaliation, and pure cowardice.The RealReal is not protecting customers they are targeting them while shielding their own failures.This is pure profiling, gaslighting, and a cover-up of internal theft. I have been trying to clear my name for two years, and this company instead of showing an ounce of accountability continues to treat me like a criminal. They continue to defame me by banning my friends, and telling them it's because (my name) sent us empty boxes. They are defamatory thieves. It can't be legal.I will not stop until justice is served. I will escalate this as far as it needs to go legally, publicly, and through every regulatory and media channel available. If The RealReal wont take responsibility, I will make sure everyone knows the risk of doing business with them. THEIR EMPOYEES WILL STEAL YOUR RETUNS and claim that you sent them EMPTY BOXES. Then they WILL BAN YOU for opening a dispute to recover your hard-earned money.

  

  Business Response

  Date: 07/29/2025

  Client has been advised, this decision is final and has been made to ensure the integrity and smooth functioning of our platform for all customers.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23635625
  
  I am rejecting this response because:
  
  Your statementClient has been advised, this decision is final and has been made to ensure the integrity and smooth functioning of our platform for all customersis not only dismissive, it is cowardly. You have refused to engage with the evidence, ignored multiple false claims your team has made in the past, and chosen to silence me rather than address the facts.
  
  
  Let me remind you: I was falsely accused of returning empty boxes, without a shred of proof. I went out of my way to cooperateI filed a police report, submitted *** information, and even offered to repay $355 that I did not owe. In return, you banned me, banned unrelated individuals who had no involvement whatsoever, and circulated defamatory claims about me to others.
  
  
  If this is your idea of integrity and smooth functioning, then it is a system built on retaliation and discriminationnot fairness.
  
  
  Your refusal to take accountability, investigate properly, or even acknowledge the harm youve caused is exactly why this will not end here. I reject your response, and I will continue to pursue every legal, regulatory, and public avenue available until this is addressed appropriately.
  
  

  

  Business Response

  Date: 07/31/2025

  We stand by our decision and will not be reinstating the account moving forward.

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23635625
  
  I am rejecting this response because it reflects a deliberate refusal to take responsibility for your false accusations, retaliatory actions, and the reputational harm youve caused. Your statementwe stand by our decisionis not only dismissive, its offensive. You ignored the police report I filed, the documentation I submitted, and the fact that I acted in good faith from day one.
  You falsely accused me. You refused to investigate. You banned me and extended that ban to otherspeople with different names, addresses, and payment methodssimply for having received a gift from my account in the past. And then, to make it worse, your team defamed me to them by claiming I sent empty boxes. That is not policy enforcement. That is abuse of power.
  Let me be absolutely clear: I will not let this go. I will be filing formal complaints with both the California Attorney General and the ************************ for unfair, deceptive, and retaliatory business practices. I will share my story publicly and with the media, because what your company did to ****** you continue to do by standing by this decisionis indefensible.
  You silenced and punished someone who supported your platform, promoted your mission, and acted with integrity. That may be easy to do behind canned email templates and faceless policiesbut now its going on record.