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, Inc.

  80 Wooster St New York, NY 10012-4347

• 

  The RealReal, Inc.

  980 N Michigan Ave Chicago, IL 60611-4501

• 

  The RealReal, Inc.

  1441 Brickell Ave Ste 1014 Miami, FL 33131-3428

• 

  The RealReal

  35 Enterprise Ave N Secaucus, NJ 07094

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:07/21/2025

  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 am writing to formally file a complaint regarding the handling of a Chanel handbag I consigned with your company in June 2025. The handbag in question is a family heirloom, passed down to me, and holds both significant sentimental and financial value.Before sending the item to The RealReal, I explicitly inquired whether a proof of purchase was required for submission. I was informed that I could send the item in, and there was no mention at that time of proof of purchase being a mandatory requirement for authentication or acceptance.However, after the item was received, I was notified that unless I could provide a proof of purchase, the Chanel bag would be destroyed. This is deeply distressing and, frankly, outrageous. Not only does this contradict the earlier communication I received from your team, but it also shows a gross lack of care for a clients personal property especially one of such significance.I did not authorize the destruction of this handbag under any circumstances. I was never properly warned that I risked losing the item entirely by submitting it without documentation, and I should have been given the option to have it returned.

  

  Business Response

  Date: 07/22/2025

  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: 07/22/2025

   
  Complaint: 23634057
  
  I am rejecting this response because: 
  
  The RealReal has a documented history of selling counterfeit items, which raises serious concerns about the credibility of your authentication process. Given this history, I have no reason to trust your unilateral determination. Attached is proof I am not the only one who has had this experience.  
  I demand the immediate return of my item or written confirmation that it has not been and will not be destroyed. If this matter is not resolved promptly and respectfully, I am prepared to take further action, including contacting legal counsel, filing a formal complaint, and exploring a class-action lawsuit, as I am not the only customer affected by this practice.
  Sincerely,
  
  ******** ********

  

  Business Response

  Date: 07/29/2025

  Per our terms, The RealReal does not accept fake or counterfeit merchandise of any kind. If we suspect that a submitted consignment is not authentic we will contact the consignor in an effort to establish the authenticity of the items. Items The RealReal determines are counterfeit will not be returned to the consignor and will be destroyed.

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23634057
  
  I am rejecting this response because: once again as said prior I do not accept these terms, I do not have a signed agreement or contract with *******. And once again you have over $10,000 worth of my items that I will be pursuing a class action lawsuit for. Since this is not ethical or legal. I have asked for my items back multiple times saying DO NOT further inspect, but you have taken it upon yourselves to do so illegally. Since I did not authorize. I will not accept this response because you do not have specialist in counterfeiting, since your brand DOES sell counterfeits and there has been multiple complaints of this being factual. 

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

  

  Business Response

  Date: 08/06/2025

  Our team will continue to review and follow up as necessary. We apologize for any frustrations. 

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23634057
  
  I am rejecting this response because: proof of purchase have been sent repeatedly and there has still been no return on goods after supervisor approval on an expedited shipment return, its been 3 months going onto 4. What other proof of purchase is necessary? 
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:07/21/2025

  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 purchased a ******* watch online from TheRealReal on January 10th, 2025 for $7,151.98. The watch included a condition report which stated the watch works and meets expected timekeeping standards. After receiving the watch I noticed the time kept stopping. I took the watch to the ******* boutique in ******************** to have it examined and they indicated that the watch was not keeping time correctly and needed a service. When I first contacted TheRealReal, they said they needed to see a receipt for the repair before they could reimburse me. ******* does not charge for the repair until the watch is returned, so I didnt have any receipt yet to show them. I did send them the invoice from ******* that the cost would be $940 for the ********* one point a manager offered me $300 compensation for the repair without a receipt. I declined the offer. So I waited until I got the watch back from ******* and sent the receipt that they requested to TheRealReal. Now they is changing their story and saying they can only offer me $300 compensation even with a receipt. Previously, they told me they couldnt reimburse me unless they had a receipt that I had payed for the ********* summary, the problem is TheRealReal sold me a watch with a condition report that incorrectly stated the watch meets expected timekeeping standards, which the ******* boutique in ******************** determined was not true. The other issue is that they stated they needed to see a receipt from ******* for the repair before they could reimburse me, which I explained to them I could only get after the repair was completed, but then when I sent them the receipt, now they are declining to reimburse for the repair.

  

  Business Response

  Date: 07/22/2025

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

• Initial Complaint

  Date:07/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a VIP client/customer with the Real Real for 8 years. Recently i have had multiple issues (receiving the wrong item, size, missing items, errors in their listings, delays on shipping). I have gotten repeatedly frustrated and one time used inappropriate language vis a text message. They immediatley closed my account - a very HARSH email and extreme penalty due to the nature of the "offense" I have been trying to reach out to apologize sincerely (this has never happened before and will never happen again). No one will return my calls, i have no one to plea with for reconsideration. Just a "bot" like email treating me like a criminal and saying my account is permanently closed. I know they can instill other penatltie (suspension, limitation) - but to ban me completely and not even attempting to speak with me to try to resolve this>

  

  Business Response

  Date: 07/21/2025

  Following an internal investigation, we have determined that, due to multiple incidents of unacceptable behavior, your account with ********************** has been permanently closed.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23629520
  
  I am rejecting this response because: the real real specified only one date with one altercation so their reply of multiple incidents is false. This is their email;

  Dear *****,
  The RealReal is committed to providing a respectful and safe experience for our consignors, customers, and employees. We are contacting you regarding your interactions on 06/06/2025 with our *************** teams. During these interactions, the language used did not align with our REAL ***************** Guidelines.
  
  Following an internal investigation, we have determined that it is necessary to inform you that your account with ********************** is closed and you no longer have access to any services of The RealReal. In addition, you are not permitted to directly communicate with The RealReal employees or visit any of The RealReals retail, consignment office, or pop-up locations.
  We have initiated a return of your remaining 62  items on sale to your address on file. Per our terms of service, we have 30 days to do so; however, we have placed a request to expedite the return of your items. If you would like for us to ship these items to a location other than *****************************************************************************************************************, please let us know right away.
  
  Please note that if any future accounts are created that we find to be linked to you, these will also be closed without notice.
  Thank you.
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/29/2025

  We stand by our decision. We apologize for any frustrations.

• Initial Complaint

  Date:07/18/2025

  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 made a purchase 7/18/25 and then reached out to customer care ***** minutes later asking if one of the items can be removed from the order since I purchased the wrong item. I was informed by ******** seraro from customer service that the item could and would be removed and refunded. I then purchased the item I actually wanted and a few minutes later was notified that the item I was told would be refunded would not be due to it being packaged. This is unfair because if I knew that the item I was told would be refunded would not be refunded I would not have purchased another item. The items are non refundable therefore I will not be able to get my money refunded

  

  Business Response

  Date: 07/21/2025

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

• Initial Complaint

  Date:07/18/2025

  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.

  These items are my personal property and have been in my possession for many years. I no longer have receipts due to the length of time that has passed. I do not consent to these items being retained, especially in the absence of formal legal proceedings or proof of counterfeiting. Please return my property or provide the legal authority under which you are withholding it.

  

  Business Response

  Date: 07/18/2025

  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: 07/24/2025

   
  Complaint: 23619501
  
  I am rejecting this response because:
   
  Subject: Formal Request for Return of Property and Clarification of Legal Basis for Retention
  
  
  Dear [TRR Representative/Customer Support],
  
  
  Your recent communications regarding the return of my items are contradictory and concerning.
  
  
  You state that my items will be returned if I provide proof of purchase, yet simultaneously presume they are counterfeit in the absence of such proof. As I have previously explained, these items have been in my possession for many years and were sent to TRR in good faith with the belief they are authentic. Due to the time that has passed, I no longer have access to original purchase documentation.
  
  
  Historically, your process has been to return items that cannot be authenticated. I do not understand why that standard is no longer being applied in my case. Instead, my personal property is now being held without clear justification.
  
  
  You mention that this action is based on TRRs internal policy. However, I ask you directly: is this policy legally binding, and under what legal basis are you sequestering my personal property? A policy is not the same as law, and I expect a transparent explanation as to why my items are being withheld and under what authority.
  
  
  Absent a clear and legal justification, I respectfully demand the immediate return of my property.
  
  
  I look forward to your prompt response.
  
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/29/2025

  Client has been advised to submit proof of purchase in order for us to review. Without our expert review of valid proof of purchase we are unable to return the items.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23619501
  
  I am rejecting this response because:
  To Whom It May Concern,
  
  
  I am writing to formally demand the immediate return of personal items that I submitted to The RealReal (TRR), which your company is currently refusing to return.
  
  
  Your communications state that my property will only be returned if I can provide proof of purchase. However, in the absence of such proof, you presume the items are counterfeit. This position is contradictory and unreasonable. These items have been in my possession for many years and were sent to TRR in good faith with the belief that they are authentic. Given their age, I no longer possess receipts, and your demand for documentation you know cannot reasonably be produced only serves to obstruct the rightful return of my personal property.
  
  
  Historically, TRR has returned any items that could not be authenticated. That practice appears to have changed without notice or explanation. Your internal policy does not override California state law, and unless you can cite a specific legal basis for retaining property that belongs to me, you are unlawfully withholding it.
  
  
  Accordingly, I request answers to the following:
  
  
  Under what legal authority or California statute is TRR justified in retaining my items?
  What verifiable evidence does TRR have to presume these items are counterfeit?
  Why is TRR deviating from its previous practice of returning items that cannot be authenticated?
  
  
  If I do not receive a written response and arrangements for the return of my property within 10 business days, I will escalate this matter by filing formal complaints with the following agencies:
  
  
  **************************** Office Public Inquiry Unit
  ************************ (***)
  ***********************************************, given **** headquarters location.
  
  Furthermore, I reserve the right to seek legal counsel and pursue civil remedies as appropriate.
  
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 07/31/2025

  We stand by our decision. We apologize for any frustrations.

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23619501
  
  I am rejecting this response because you have failed to provide any legal authority that entitles you to retain my personal property.
  

  Under California law, specifically California Civil Code 2080, any person or entity who lawfully comes into possession of someone elses property is obligated to return it to the rightful owner upon demand.
  
  
  Additionally, under California Penal Code 484(a), the unauthorized withholding of another persons propertyespecially after a demand for returnmay constitute theft. Your continued refusal to return my items without lawful justification or due process raises serious legal concerns.
  
  
  Unless you can provide specific statutory authority that permits you to retain my property, I am demanding its immediate return.
  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/18/2025

  Type:Sales and Advertising 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.

  The company has shipped me a pair of shoes, ******* Leather Printed Sneakers, in the wrong size. I ordered a size 14 in men and they sent me a 10 in men. This isn't the first time this has happened. My wife bought me some shoes, ******** ******* Suede Sneakers, from the same company in a men's 14 and they sent her a size 10 in men instead. She had to return them. Both of these incidents happened within the same month. I believe strongly at this point this company is running a scam where they are advertising certain shoes sizes and when it's bought they ship the customer something wrong. This ridiculous and something needs to be done. The company has no customer service number so I can't even call them to express my valid concern regarding them scamming me yet again.

  

  Business Response

  Date: 07/18/2025

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

  Customer Answer

  Date: 07/18/2025

  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,
  
  Jaumonee ****

• Initial Complaint

  Date:07/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made multiple orders with The RealReal and they have all been canceled, these are not fraudulent and have all been made with my credit card. Now every time I make an order it is automatically canceled. I have read the terms and conditions, nowhere in them does it state there is no maximum total of purchases you can make. I would like whatever block that is in my account to be removed so I can continue to purchase item(s) I desire to purchase.

  

  Business Response

  Date: 07/18/2025

  After review, clients account has been moved to allow orders. Please try again.

• Initial Complaint

  Date:07/16/2025

  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.

  In April of this year, I sent several ******* and ** items to be priced and authenticated for potential sale on the The Real Real.I went to the store and each item was placed in bags and promised to be handled accordingly. When I was displeased with how disorganized this process proved itself to be, I requested all of my items be returned. I took pictures of everything prior to sending them off. All but 2 items have been returned and when I have asked repeatedly about the missing two items, I have been given the run around. Each item is worth hundreds of dollars. I want them returned or I would like to be compensated. I am getting auto replies and not reaching a real person. It is beyond frustrating and feels very sketchy.

  

  Business Response

  Date: 07/18/2025

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

• Initial Complaint

  Date:07/16/2025

  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.

  They seem to have lost my items and this has now gone of for a few weeks. It included a brand new with tags D&G dress 3400. Along with several other items they even managed to send me back someone's used poor condition d&g dress

  

  Business Response

  Date: 07/18/2025

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

  Customer Answer

  Date: 07/19/2025

   
  Complaint: 23607278
  
  I am rejecting this response because: Nothing has been achieved in over 2 weeks i.. followed up again with them to wich they keep stating they are working on it. This entire experience has been a nightmare they lost items at the very start items came back to me not in the condition they were sent none of this is exceptable. 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/22/2025

  Our team is currently investigating and working to resolve. Once we have an update we will continue to follow up. We apologize for any frustrations.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23607278
  
  I am rejecting this response because all they do is tell me they are working on it. Its thousands of dollars of items I'm missing... 
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 07/29/2025

  We apologize for the delay. We are actively working to resolve. 

• Initial Complaint

  Date:07/15/2025

  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.

  After complaining several times about items not being as described in the listing, also receiving a counterfeit food that was promoted as authentic ( I always reauthenticate the brand after purchase) and being returned, and after a purchase went missing and though *** took responsibility, they decided to revoke my account with funds left on my account and several items worth over $10,000 in their possession without allowing me to obtain the merchandise back even though it has not sold. Initially they told me they would provide me a warning. As I went to use site credits for consigning several items the previous month and wanted to use my credits, none of my credit cards worked. It was later discovered that without notice they had suspended my account.

  

  Business Response

  Date: 07/18/2025

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

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23606472
  
  I am rejecting this response because: I had spoken with a supervisor who assured me my account qoukd remain open, and the promotional credits would be available for me to use instead of sending the credits via check to me. The account is still restricted and this email confirms they are not talking with me to resolve anything. Their position has been made, and there is nothing I can do about it. Please read the email I attached. 
  
  Sincerely,
  
  ****** **********

  

  Business Response

  Date: 07/22/2025

  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.