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
- 1,921 total complaints in the last 3 years.
- 594 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:05/15/2024
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 sent the Real Real a *********************** Watch to sell on consignment. The value of the watch is approximately $8,000.00. The Real Real claimed to send the watch back but there was nothing in the box sent to me. This is fraud because they lost my watch or never sent it back to me. I demand a refund or replacement of my watch.
Business Response
Date: 05/22/2024
We are in contact with the client and are working to resolve.Initial Complaint
Date:05/14/2024
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.
Dear BBB,I consigned my HERMS 2023 Box ************************* 28 It is placed for sale at $25,000. The company has now damaged the bag it internally, they listed the condition as excellent and it should be listed as 'PRISTINE". When I pointed it out, they then lowered the condition even more to 'VERY GOOD" instead saying the bag has a scratch inside. When I gave this bag to the company it was PRISTINE, it was not scratched at all, because I NEVER OPENED THE ******** had never been used, not once. They have so many people touching these bags, I know THEY damaged the bag. They have photographers and warehouse people who do not care about luxury items and I am positive that they damaged the bag.This will hurt the chances of selling this bag. I am now requesting that since they have insurance, that they should pay me for the bag for the full amount, and they can recover the amount by selling the bag since THEY decided to lowered the condition and THEY damaged the bag. I have included the photos of the bag as it knew and when it was in my possession.I am so sad about this bag being ruined. It is a hand made piece of art -Business Response
Date: 05/22/2024
We are in contact with the client and are working to resolve.Customer Answer
Date: 05/22/2024
Complaint: 21711822
I am rejecting this response because:The business has told me that there was damage inside the bag. This means that they damaged the bag. I have also been told that there is camera footage from the inside the warehouse that they can provide to prove what damage was done.
Just because they may have changed the condition of the bag, doesn't;t mean the damage wasn't done. If someone buys the bag, and there is damage it could be returned, and then I am out the money.
Again, They have an insurance policy for these high end luxury handbags on the consignment agreement. If they made the damage, they need to purchase the bag at the agreed rate of 80% of the purchase price of $25,000 ($20,000). Then they can sell the bag at their own risk, not mine. They told me the bag was damaged, now prove it to me. Suddenly they are back tracking on their words?
They are not working with me, nobody has called me, they are only talking at me, they are not showing me photos of the damage they said is in the bag.
This company has a bad habit of lying, damaging luxury bags and trying to get away with it. I will not allow this.
They owe me $20,000 for my Hermes Box Leather 28 Palladium 2023 Brand NEW bag they damaged. Per the consignment contract if they damaged it, they own it, so they need to pay me what they owe me. it's that simple.
Sincerely,
*****************************Business Response
Date: 05/27/2024
Client has been contact and updated with more details.Initial Complaint
Date:05/14/2024
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 purchased multiple items from the Real Real and one of the items was missing. I received the pouch bubble wrapped but the necklace was NOT inside. I immediately called The Real Real to discuss the issue. After a couple phone calls, I received an email stating they sent the item. However I did NOT receive the item. I tried to call and when I explained the situation the person on the other end of the line quit responding. I have been a repeat customer and have never ran into an issue u til this order.Business Response
Date: 05/22/2024
Customer has been contacted regarding refund status. Issue resolved.Initial Complaint
Date:05/13/2024
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.
I placed an order on Friday, 5/10 with expedited overnight delivery as a Mothers Day gift for my mother. Below is a copy of the confirmation email from TheRealReal:Order number:R205826272 Order date:May 10, 2024 Estimated delivery date:Express (1-2 business days)Shipping address:*************************************************************************************************************************************************************** ************** Billing address:I was assuming my mother would receive the gift on Saturday or Monday. My credit card was charged in full at the time I placed the order. This past weekend, I received an email that it had been cancelled, too late to replace in time. I attempted to make contact with the company immediately after receiving the email to get some kind of explanation - I could not get anyone to respond to any method I used to contact them. Finally today, 5/13, I was able to make contact with someone using the companies chat option. The first person I spoke with kept me on hold looking up my info for 10 minutes before transferring me to their supervisor. The supervisor then told me my account had been permanently deactivated because they could not verify my identity. I would have been happy to send them proof of identification had I been asked. The credit card I used is one I use daily online and in person. I also could have used a different card if that was an issue. I still have not been refunded from the company and I called **************** to make sure this was correct and they didnt just have the refund on hold. Not only did this company ruin Mothers Day for my family but I feel like this is some sort of scam to hold peoples money and gain the interest while they have it. Below is the content of the cancellation email sent:Cancelled items ************************************************* 18K Diamond Metro Pav Heart Pendant Necklace Item Number: TIF269394 Quantity: 1 Subtotal$1,895.00 Sales Tax$85.37 Promotion-$284.25 Shipping$44.95 Total$1,741.07 AMEX 3024$1,741.07Business Response
Date: 05/20/2024
Client has been contacted and provided proof of refund. Issue resolved.Initial Complaint
Date:05/12/2024
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 am having an issue with this company TheRealReal because they are refusing to provide me a refund or store credit for a package I never received. The reference number is: R182720627. Their customer service is horrendous and they state they will get back to you and never do. I am out of $700 dollars and they are doing nothing to help.Business Response
Date: 05/20/2024
Customer has been advised via email that due to proof of delivery, we are unable to refund order. Issue resolved.Customer Answer
Date: 05/21/2024
Complaint: 21701615
I am rejecting this response because:
Sincerely,
*********************************Business Response
Date: 05/27/2024
Client has been contacted via email regarding investigation and refund status. We have provided proof of delivery of this item from shipping carrier. Issue resolved.Initial Complaint
Date:05/10/2024
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 consigned four items with the real real and they were sent in on March 16, 2024. In the box were two sweaters and two pieces of fine jewelry. A diamond band ring and a pair of topaz and diamond drop earrings. The sweaters were listed immediately but the fine jewelry items never showed up on my account. I have contacted support via phone and email over 10 times in the last two months and have been told my fine jewelry items were "placed under the wrong account" and would show up in my account by Friday. They have never shown up in my account. I believe they have been lost or stolen. The real real refuses to take responsibility for my lost consignments. The consignment value of these items, that I expected to receive is $500.00. I am attaching an email thread to their customer service that outlines the dispute.Business Response
Date: 05/17/2024
We are in contact with the client and are working to resolve.Customer Answer
Date: 05/20/2024
Complaint: 21697047
I am rejecting this response because:While I have been in contact with the Real Real on this issue its still not resolved in a timely enough manner. I have been told my items were placed under the wrong account and then sold under that account. I am still waiting for the items to be transferred back to me and compensated. This has been going on since March, approaching 90 days when their policy says 30 days and there was clear negligence on their part.
Sincerely,
***********************Business Response
Date: 05/27/2024
Client has been contacted and additional details have been given regarding payment.Initial Complaint
Date:05/10/2024
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.
Order # R888132576 was placed with the RealReal on March 7 2024 in the amount of $ ********* The RealReal through an email communication agreed to accept this item (ring) back for a full refund. The RealReal provided the prepaid label for the return of this item. The *** tracking number for this return is: 1z 6AY 857 90 7504 8203 This returned item was delivered back to the RealReal on March 26 2024 at 9:18 am As of May 10 2024 I still havent received the refund from the RealReal to the original payment method. Initially they issued a site credit for the entire amount of $12, ****** In an email I complained, and requested a full refund to the credit card, (the original payment method) as they promised in writing. Upon receipt of my email complaint about the site credit, the RealReal withdrew the store credit, but the refund was never issued to my credit card.After multiple emails and phone calls I am getting nowhere with them. They are not disputing that they received their return, that returned item is currently up for sale again on their website. The RealReal are saying that they are looking into this, its already been over a month, I spoke to them again today, still no resolution. Meanwhile I already received my bill from my credit card company, , and the interest will be piling up soon.Please help Best regards Mrs. ****Business Response
Date: 05/15/2024
Client has been contacted via email regarding refund status. Due to dispute filed with Paypal, customer must reach out to them directly for assistance.Customer Answer
Date: 05/16/2024
Complaint: 21695293
I am rejecting this response because:Attached please find The credit card statement, the entire purchase amount was already billed to my credit card and is currently awaiting payment.
in addition, please find attached my correspondence from the RealReal representative *****, who indicated that the refund will be issued immediately upon receipt of the item.
The item was returned nearly 2 months ago, the seller agreed in the email correspondence to issue this refund within days of the items return. Therefore the RealReal must immediately do as they promised in writing, which is issue the Full refund without further delay.
Sincerely,
*******************Business Response
Date: 05/20/2024
Customer contacted via email regarding refund status. We are working to resolve.Initial Complaint
Date:05/10/2024
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.
Complaint Regarding The RealReal ****** Breach of Agreement and Lack of Transparency I am writing to file a formal complaint against The RealReal **** regarding their handling of my consignment agreement and lack of transparency in their practices. As a consignor, I entrusted The RealReal **** with over 100 items of designer brand shoes, handbags, women's clothing, and accessories, believing in their promise to handle the authentication and online listing of my merchandise.During the initial consultation with their agent, *****, I was assured that I would retain the right to reclaim any consignments that did not meet the standard for listing or could not be authenticated. However, after sending my items to The RealReal **** and monitoring my listings on their website, I discovered that some of my consignments had been sequestered by the company due to authentication issues.Upon contacting The RealReal ****'s customer service to address my concerns, I was informed of an agreement clause that grants the company the right to sequester any products they cannot authenticate. However, this clause was not disclosed to me during my interaction with *****, who instead encouraged me to consign as many items as possible without fully informing me of the terms and conditions of the agreement.I am deeply disappointed by The RealReal ****'s lack of transparency and failure to uphold their promises to consignors. This breach of trust has not only resulted in the loss of valuable merchandise but also undermines my confidence in their services. Despite numerous attempts to seek clarification and resolution, I have received unsatisfactory responses from The RealReal ****, further exacerbating my frustration and dissatisfaction.I trust that the BBB will prioritize the interests of consumers and work towards a fair and satisfactory resolution.Sincerely,******* (************Business Response
Date: 05/10/2024
Please be advised that if we determine that an item sent to us for consignment is counterfeit, consistent with your Consignor Agreement with The RealReal, and our stated policy on authenticity, we cannot return counterfeit goods.Initial Complaint
Date:05/09/2024
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.
On 4/25/24 I contacted The Real Real via email at ********************************************** to complain that ***** shoes that I put on their site were returned to me with the serial number missing/sku torn off the box. I also made TRR aware that I had attempted to sale the ***** shoes and because no longer present to a buyer as authentic I was unable to sale the shoes. I offered for TRR to buy back the shoes to me. TRR offered me $45 for shoes that retail for at least $800.00. I counter offered to them $450 and then $400. I recieved an email from ** (consignment concierge) who stated that this was all he could do. Therefore I ask for the address for the legal representation of TRR so that I may file a cause of action in small claims court and allow a judge to decide. ** returned the email and said that they would work on getting TRR to buy back the shoes from me. I have not heard from TRR.Business Response
Date: 05/14/2024
We are in contact with the client and are working to resolve.Initial Complaint
Date:05/07/2024
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 consigned with the The Real Real on April 25th. The Buyer ***** came to pick up my items. ***** text me on April 11 with tracking number 1Z53F9E40315257317 and said my package arrived at the facility. 6 days later she texted to say the package was lost and not delivered as she communicated. They offered to compensate me for the items as if they were sold and offered me $45 per items for St. *********************** coat, new St. ************* coat both with tags and very low value for the ***** Boots in excellent condition and brand new Prada boots. I have rached out to the company multiple times via email and I keep getting the run around about the pricing. They lost all my items and them provided a value well below the market rate. I believe these items were stolen and will be sold. This company is not reputable and when you have an issue there is no customer service to provide assistance. I want to be compensated for my items that they stole.Business Response
Date: 05/09/2024
We are in contact with the client and are working to resolve.
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