Important information
- Customer Complaint:BBB’s business profile for The Real Real was created in February 2014. A review of complaints was completed in November 2024. For information about lost or damaged property, please visit Consignment/Sales Agreement (2. Consignment, (A) Delivery Of Consigned Property; Risk Of Loss)
For additional support options, please visit The Real Real's Support Center.
Complaints
This profile includes complaints for The RealReal, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2,023 total complaints in the last 3 years.
- 598 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:02/08/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
For several years I had been a loyal shopper (even purchasing a 15K ***********************) when a second family member with a shared credit card created an account my account was unknowingly and permanently locked. The second family member was also locked and subsequently opened a new account or maybe more as thinking this was an error. The new account would work once maybe twice and then get locked as well. In short yes did we have multiple accounts but there was never an explanation that 2 accounts between 2 adults with different addresses but a shared credit card (parent : child) accounts was something that was not allowed or would lock an account out. We have several retailers where we have our own account but use a shared credit card. This made no sense to us. I have contacted TRR multiple times to resolve this issue and still nothing. To my knowledge all of our accounts have been requested to be closed. However when attempting a purchase it is still declined for both of our addresses. The Zendesk employees always always always say its fixed but its not. While TRR is not for everyone, its ideal for students to buy designer items at a deep discount. Please fix this account for real this time - its been 1 year!
Business Response
Date: 02/12/2024
Client has been contacted and we are working to resolve.Customer Answer
Date: 02/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:02/07/2024
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.
For the last week and change I have been trying to make a purchase on therealreal.com. The purchase order went through once and was then canceled by the company. Since then, whenever I try to make a purchase I get the message 'credit card decline' [sic]. I have spoken to their customer service several times, and every time it follows the same pattern:- they tell me my account is blocked.- they cannot tell me WHY my account is blocked, but they say it "usually happens" because I have multiple accounts (I don't) or because my addresses don't match (I have exactly one address I use for everything).- After this, the service rep tells me they'll need to escalate to an internal team, and I get a reference number. They say they'll email me back within ***** hours.- I have not received one followup email.Business Response
Date: 02/12/2024
Client has been contacted and we are working to resolve.Initial Complaint
Date:02/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid $54.73 for an Escada dress on January 6, ****. On January 16, I received a pair of denim culotte pants, not even close to my size nor had I even viewed the item. whaaaattt????? As soon as I received it, I contacted the company via chat and they provided me with a return authorization number and return label. Realreal received the errant pants back from me on January 23. It is now February 5, so I contacted them about not receiving my refund. I was told the team was working on it and to wait another 2 weeks. Working on what? Sounds to me like they are in financial trouble if they dont have the liquidity to send me my refund, which should have been issued IMMEDIATELY. They made the error and received their merchandise back. Sorry they made a mistake but I deserve to be made whole, now.ORDER # R660628003Business Response
Date: 02/09/2024
Client has been contacted via email regarding item status. Issue resolved.Customer Answer
Date: 02/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
***************************************************Initial Complaint
Date:02/05/2024
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 sold an item to The RealReal, it was a $2100 dress that was in pristine condition and new with tags. It was originally listed on The RealReal for $400-something dollars. It was sold and returned multiple times, and each time it was returned the cost of the dress went down. I noticed the dress went from pristine condition to listed as 'good' condition - with stains and pilling. I requested the dress be returned to me. I received it back and it was a different dress in a different size than what I had origninally ordered. Upon speaking to them, they let me know if The RealReal loses your item, you are only *********** what they deem the value of the dress. This is a scam, as hundreds of people have complained that The RealReal loses their items. They are paying me $900, but I would like to be compensated for the balance of the total value of the dress.Business Response
Date: 02/07/2024
Client has been advised of payment details via email. We will not be providing any additional compensation for the item. We apologize for any frustrations.Initial Complaint
Date:02/04/2024
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 bought shoes on November 7th. The listing stated very good condition and resoled. I paid $340 with a discount but the original price was $425. I paid a lot for these shoes under the assumption they were very good condition. I wore the shoes one time and immediately the entire sole of one of the shoes fell off and the leather started peeling off as if it was glued on. I tried to get a refund but I was past the return window. I asked for a partial credit to help pay for a new sole which the ********* quoted me $100. They only offered me a $25 credit to their store. This did not help me pay for a repair, all it did was give me money to purchase again. I am so disappointed with this kind of service and this isnt the first time Ive heard of people having negative experiences with the real real.Business Response
Date: 02/05/2024
Client has been contacted via email and we are working to resolve.Initial Complaint
Date:02/04/2024
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 disappointed with the lack of transparency regarding the discounting policy applied to my consigned items. I seek a clearer explanation of how these discounts, deducted directly from my payment, are considered a shared cost. Additionally, I am concerned about the impact on consignors and would appreciate insights into any benefits within this arrangement. The absence of upfront disclosure raises questions about communication transparency, and I am eager to understand why this information wasn't communicated initially. Addressing these concerns will contribute to a more transparent and satisfactory consignment experience.SKU Number: #PRA918572Prada Fur Jacket w/ Tags #GIV189703 Givenchy Leather ClutchBusiness Response
Date: 02/07/2024
We are in contact with the client and are working to resolve.Customer Answer
Date: 02/07/2024
Complaint: 21245457
I am rejecting this response because:as of 02/07/2024, no one ever contacted me.
Sincerely,
*****************Business Response
Date: 02/12/2024
Client was contacted via email with details on how we price. This can also be found via our Consignor Terms and Conditions.Customer Answer
Date: 02/13/2024
Complaint: 21245457
I am rejecting this response because: these terms were not discussed before i consign my item. I was never informed about keep reducing the price on my item until it sells. Terms in contract should discussed with me in advance, and discount should be have permission from me in advance.
Sincerely,
*****************Initial Complaint
Date:02/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to pay for my order for a long time. The website keeps saying Credit card decline when I try to use either Apple Pay or directly my card (which is debit). Yes, it is international shipping but I am trying to pay with an American card which has more than enough funds to go through with the transaction. I have contacted my bank and they told me that there is not any problem with my card and it is totally unlocked, so they suggested I try again (I did, a lot) and reach out to you, which I am. I hope you can help me fix this issue, because I would be disappointed if I couldnt go ahead with this buy.Business Response
Date: 02/05/2024
Client has been contacted via email and we are working to resolve.Initial Complaint
Date:02/02/2024
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.
You claim to authenticate every item but this is a FAKE Louis ******* sweatshirt. I tried to work with your online customer service but they were useless. I am going to get my credit card company involved in this because I am NOT paying for something that this is NOT.Business Response
Date: 02/05/2024
Client has been contacted via email and we are working to resolve.Initial Complaint
Date:02/02/2024
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.
Ive dropped off pair of Dior earrings @ melrose location. After 6 weeks of emailing and texting they cant locate my earrings and offering $200 site credit. This matter hasnt been resolved and I Keep Getting the run around.Business Response
Date: 02/09/2024
Update sent to customer via email. We are working to resolve.Initial Complaint
Date:02/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have made repeated attempts to unsubscribe from all communications from this site and contact customer service multiple times, but they continue to send unsolicited text messages to my number. Each message is from a different number so I cannot simply block the number.Business Response
Date: 02/05/2024
Completed unsubscribe request.
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