Business Profile

Ecommerce

The RealReal, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB’s business profile for The Real Real was created in February 2014. A review of complaints was completed in November 2024. For information about lost or damaged property, please visit Consignment/Sales Agreement (2. Consignment, (A) Delivery Of Consigned Property; Risk Of Loss)

For additional support options, please visit The Real Real's Support Center.

Complaints

This profile includes complaints for The RealReal, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,972 total complaints in the last 3 years.
583 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/15/2025
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.
Im filing complaint in regards to my consignment CHH56409 it was accepted and suddenly it changed its status to not accepted And there was no notice or any kind of contact in regards to this matter Id like it to be shipped back to address on file
Business Response
Date: 07/18/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 07/18/2025

Complaint: 23606028

I am rejecting this response because: business hasnt give me any updates since its been not accepted status. I asked to return the item and they havent shipped the item back nor any kind of interaction so far

Sincerely,

**** Zh
Business Response
Date: 07/22/2025
Please note that returns can take up to 30 days to be shipped. We are working to return the item asap. We apologize for the frustrations.
Customer Answer
Date: 07/22/2025

Complaint: 23606028

I am rejecting this response because:
Im really confused as first I was informed that itll take 2-3 days to update and now Ive given Response that it takes 30 days to ship back. If the item isnt shipped back soon Ill file arbitration
Sincerely,

**** Zh
Business Response
Date: 07/29/2025
After further review, we will communicate additional details with the client via email.
Initial Complaint
Date:07/15/2025
Type:Service or Repair 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.
On July 1st, 2025 I bought a ************* ********** Monogram Nil 28 Vintage For $255.00 dollars. When I received the bag I realized that was not an authentic. Bag, which they claim it is. It also has a strong moldy odor, and a couple of holes ( photos) .The real real did NOT mentioned the strong moldy odor nor the holes in the bag. I feel the advertised was misleading and want my money back. I already talk with the real real customer service with no avail
Business Response
Date: 07/16/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 07/18/2025

Complaint: 23587875

I am rejecting this response because: They are missing information. My complaint besides the authentication, is the missing information in their website details about the handbag, which are the strong moldy smell and two holes, they are not mentioning.

Sincerely,

******** *****
Business Response
Date: 07/18/2025
Once item is returned, we will review and connect with client for next steps.
Customer Answer
Date: 07/20/2025

Complaint: 23587875

Thank you for reaching out. I'm currently out of town and won't be back until August 4th.
Unfortunately, being away makes it difficult for me to provide a thorough response at this time. To give your request the attention it deserves, would it be possible for me to send it once I've returned?
Sincerely,

******** *****
Business Response
Date: 07/22/2025
Client has been updated via email with resolution.
Customer Answer
Date: 07/23/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** *****
Initial Complaint
Date:07/15/2025
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.
Unresolved ***************** Discrepancy:Despite multiple requests, TRR has not returned my unsold items as promisedseveral have been under review for weeks, and I have received conflicting information from agents. I was told I would receive 70% of the sale price for a sold **** Spade bag (#*********, sold for $125), but received only $37.50, not the $87.50 owed. My inquiries about this have gone unanswered. Additionally, *** says they will charge me $20 per returned item, totaling $80. Based on my records, they owe me over $171; by my calculation, it should be $221 with no return fees, as their underpayment led to my loss of trust. They are going to give me as little as $18 for items if they do sell, which is far below the 70% they verbally promised me.Failure to Respond:I submitted a detailed written complaint about these issues, including arbitrary acceptance policies (such as changes to brands like Free People), and have not received any response.Impact:These actions undermine trust and reflect poorly on TRRs reputation for transparency and accountability in luxury consignment.Desired Outcome:Immediate return of all unsold items with no return fees Full payment and clarification for item #********* Clear explanation of item acceptance policies Written response to my previous complaints
Business Response
Date: 07/16/2025
Apologies for the delay, we have worked to resolve.
Customer Answer
Date: 07/17/2025

Complaint: *****************************************************************************************************************************************************

I am rejecting this response because: it does not address my issue in any way. They have worked to resolve what? Do they have a resolution?

Sincerely,

******* L ******
Business Response
Date: 07/21/2025
Client has been updated via email with details of resolution. We apologize for any frustrations.
Customer Answer
Date: 07/23/2025

Complaint: 23600912

I am rejecting this response because: They emailed me and They did not address my concerns at all! Nor tell me what they think I owe you or what they think they owe me (they think I owe them and that they owe me so I want a total and I know they will try to say that ultimately I owe them but that is what I am disputing, along with the fact that they are not addressing the concern at all). Nor anything about the fact that you have NOT sent my stuff back to me yet or reconciled the fact that they CLAIMED my things were used/worn when they were not. This is not resolved and I will continue telling the BBB that they are doing NOTHING reasonable about this dispute.

They said this "Due to your experience, I have increased the commission percentage to 70% to honor your expectations. This update is now reflected on your "My Sales" page for your visibility."

Okay, well, that's nice I guess but it doesn't address anything other than the fact that they told me over the phone 70% commission and then instead followed through on a different commission structure that I was not aware of. There are still multiple issues to resolve.

Sincerely,

******* L ******
Initial Complaint
Date:07/14/2025
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.
The first week of July I purchased a size 11 pair of *** **** dress shoes for a wedding. They were due to arrive on 7/4 (despite the holiday). I received instead a pair of size 7 D/L *** **** shoes. I contacted the business the following week (once the rest of the order arrived). They agreed to a return OR a $25 credit after making me wait 72 hours for a response. Without realizing it, I purchased these shoes prior (several months ago) also marketed as a size 11 and returned them. TheRealReal FAILED to update the listing information and that led to confusion among buyers. This is my 12th time experiencing issues like this on mens shoes. This is unfair to both the consignors AND buyers as it devalues items once they take multiple returns for correctable mistakes. I agreed again to return in this case IF the business changes the listing to the correct size before I return them. This would prevent any future confusion among buyers. As you can see in the screenshots, they refused to do it, which leads me to believe theyre fraudulently using more desirable sizes to sell merchandise. I want a full refund for the shoes. I will NOT return them until the business generates a totally new listing to prevent this confusion in the future. Once they provide evidence of that, Ill send them back. Notice how they also ignored the $500 credit Im due for spending $3,000 during a promotion. If possible, please help me get in contact with media personnel who can help me spread the word on this dangerous company.
Business Response
Date: 07/16/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 07/18/2025

Complaint: 23596235

I am rejecting this response because:
It is 10:35 PM on July 18, 2025. The *** **** shoes just went live again and they are STILL listed as a size 11 (see attached--I was even notified via email). Per my original complaint, I bought these shoes TWICE mistaking them for a size 11 (they measure to a US size 7 and are marked as such INSIDE the shoe). I demanded that TheRealReal update the listing to the correct size and even left a letter with my RMA (return packing slip). They still have not done this. BBB, please do not allow them to remove any feedback about their business practices until this is corrected. This is an OUTRAGEOUS betrayal of their customers.

Sincerely,

**** ******
Business Response
Date: 07/22/2025
Item has been updated. We apologize for any frustrations.
Customer Answer
Date: 07/22/2025

Complaint: 23596235

I am rejecting this response because:
The company changed the size today and sold the shoes within minutes (see photo). This happened because Size 7's (being less common) are more valuable than Size 11s. Keep in mind, this is someone else's property they sold and I doubt they're going to explain to their consignor why his/her item just sold for 50% of its market value in this size. This is why TRR needs to be held accountable--they have full pricing control over other people's property. If they were good at their job, this wouldn't matter, but they mismarketed these shoes for MONTHS (lowering the price until they sold) and then swapped a critical piece of information leading to an IMMEDIATE sale. If I were after money, I would've flipped these myself for $500+, but this isn't about money. It's about The Real Real having a criminal level of negligence that hurts the people who buy from and consign with them.
I will accept this resolution when I see correspondence between TheRealReal and the consignor apologizing for this error that likely just cost a consignor a couple hundred dollars. This is an outright scam and I'd like for the BBB to help me get in contact with some media figures to get this message out on this company. I have a class action lawsuit started, but in the meantime this company should be hemorrhaging customers.

Sincerely,

**** ******
Business Response
Date: 07/29/2025
We are unable to provide any additional assistance for this concern. Apologies for any frustrations.
Initial Complaint
Date:07/11/2025
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 May 15, 2025 five bags were picked up at my house for consignment. One Christian **** keychain/change purse was lost by the company. On June 3, I was informed by email "we take full responsibility for the item ... Your item will be treated as sold. We will compensate you based on the estimated Net Selling Price of the item...They are now preparing a mock sale to be added to your my sales page...and you can expect to be paid out for that item...on the 15th of the following month." This did not happen. The item does not appear as sold in my sales page and is not included in my check to be paid July 15. I have followed up several times both by phone and by email (I have the saved emails.) and was told they are looking into it and will get back to me. They have already looked into it. Nothing is being done. I want them to take responsibility and do what they said they would do - be paid the net selling price of the item. The RealReal lost my item.
Business Response
Date: 07/16/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 07/16/2025

Complaint: 23587865

I am rejecting this response because: The RealReal said they would take responsibility for losing my item and hold a "mock sale" and reimburse me for the price it would have sold for (see attachment). This payment was to be included in my check of July 15 and would appear in my items sold. This did not happen. Again, I have followed up multiple times by email and phone and they respond that they are looking into it and will get back to me. The only time I hear from them is in response to my follow **** The item was lost in May. I fear nothing is being done.

Sincerely,

****** *********
Business Response
Date: 07/18/2025
We are actively working to resolve this as quickly as possible. We apologize for the frustrations.
Customer Answer
Date: 07/18/2025

Complaint: 23587865

I am rejecting this response because:
This was already resolved in writing (see attached email to me from the RealReal). They have not done what they said they would do. I want the RealReal to pay me for the item of mine that they lost.

Sincerely,

****** *********
Business Response
Date: 07/22/2025
We are working to have payment issued asap. We apologize for any frustrations.
Customer Answer
Date: 07/22/2025

Complaint: 23587865

I am rejecting this response because:
Once I receive payment for the item the RealReal has lost, I will consider this complaint resolved. I have been promised payment in the past, see previous attachment, and payment was never made.
Sincerely,

****** *********
Business Response
Date: 07/29/2025
Client has been advised of payment details. We apologize for any frustrations.
Customer Answer
Date: 07/29/2025

Complaint: 23587865

I am rejecting this response because: Once I receive payment, as promised in a recent email from The RealReal, I will be satisfied.

Sincerely,

****** *********
Initial Complaint
Date:07/10/2025
Type:Order 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.
Dear *********** am writing to formally report a concern regarding my recent experience with The RealReal, which has caused significant inconvenience and financial distress.On July 1st , I sold a bracelet valued at over $1,000 through The RealReal's "Pay Now" program. According to their policy, I was to receive the payment within 24 hours of the sale. However, despite the passage of a week and a half, I have yet to receive my funds.Concerned about this delay, I visited their physical location in person and spoke with a representative. I was informed that there had been a mistake and that the issue would be resolved within 24 to 48 hours. Unfortunately, another week has passed, and I still have not received the payment for my jewelry.This situation has caused considerable frustration, as I rely on timely payments for my sales. I kindly request the BBB's assistance in investigating this matter and helping facilitate a resolution with The RealReal.Thank you for your attention to this issue. I look forward to your prompt response.Sincerely,********* ******
Business Response
Date: 07/10/2025
We are in touch with the client and working to resolve asap.
Initial Complaint
Date:07/10/2025
Type:Service or Repair 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.
This complaint is towards the business the real real . As my account was being closed their email dated June 25th 2025 said they will be returning all my 82 items back and expediting it and yet despite calls made on June 26 th 2025 June 30 th 2025 , July 7 th 2025 and July 9 th 2025 they have not provided me any tracking updates . The commission page stated $276.00 owed to me then it stated $242 then it stated $104 and this morning it stated $84.00 there is some discrepancies there . I requested that accounting department contact me numerous times which also did not happen . I wrote an email to *********************************** on July 7th and July 10 th 2025 for follow up . The last email received from them was June 30th 2025 that they had initiated a return however no tracking updates yet. I spoke to ***** in consignor relations yesterday she stated all calls goes offshore to ***** . She stated one item was being returned by the customer which was received on July 8th and I asked her to return that item to me as my account is closed and I dont want any further delays . She said she put the request that it be returned to me . This morning I get an email that the **** ***** knit sweater is being listed to sell inspite of me requesting that item be rerun to me. They have deceptive practices they say one thing and do something else. I have encountered a lot of stress dealing with this company since last 3 weeks. ***** stated there are 2 more items being retuned which reflects $104 amount owed now it stated $84.00 . There is no explanation on my sales page for all of this at all . They have blocked my email as well she said she sent me a email while we were talking yesterday but it did not come through but June 30 th email did. I want them to return my 82 plus the 3 items be expedited retuned which I have sent them an email on 7-7-25 and 7-9-25 . Their local sales team ***** **** rushed me into signing the consignment agreement as well without giving me a chance to read it.
Business Response
Date: 07/10/2025
We are working to have all items returned ****. Apologies for any frustrations.
Customer Answer
Date: 07/14/2025

Complaint: 23580603

I am rejecting this response because:
There email dated June 25 th indicated that this was being expedited which was then told even expedited date means ***** days which is already passed . Their accounting team has not contacted me regarding the amount they owe is $242 not $84.00 to be paid by July 15 th tomorrow. 5 items have sold and they have not corrected that either in spite me calling more than 5 times leaving messages as call from here goes offshore to what was told me in *****. Even after me requesting that if items that were sold if returned by customer need to returned to me as well and they relisted the item on line . They dont seem to follow instructions and there is lack of communication between
Their own company . Sincerely,

***** ******
Business Response
Date: 07/16/2025
We are continuing to work to resolve. We apologize for any frustrations.
Customer Answer
Date: 08/22/2025
My item has been returned so the issue has been resolved
Initial Complaint
Date:07/09/2025
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 filing this complaint to formally report The RealReal for unjust business practices, retaliatory behavior, and unprofessional customer service.Several years ago, I returned items to The RealReal that were confirmed shipped, and I provided a police report after they claimed the boxes were empty which I firmly deny. I acted in good faith, even contacting *** and assisting with the investigation. Despite these efforts, my refund was denied, and I had no choice but to initiate a bank dispute, which was resolved in my favor based on the evidence I provided.Following this, The RealReal permanently banned my account, treating me as if I had committed fraud despite my consistent cooperation and documentation. More disturbingly, they went on to ban unrelated accounts of my friends and family simply because I had once sent them gifts using their shipping addresses. This is punitive and unprofessional and raises serious concerns about retaliation and collective punishment.Under Californias Unfair Competition Law *********************** Code *****) and the Consumer Legal Remedies Act (Civil Code 1750 et seq.), businesses are prohibited from engaging in unfair or retaliatory practices. The RealReals behavior appears to violate both the letter and spirit of these laws.I made multiple attempts to resolve the matter directly with The RealReal. Instead of a fair review, I was met with rude and dismissive responses, including being told that the decision was final regardless of how many times I contact them. One representative even hung up the phone mid-conversation.I am requesting:A full and fair review of my case A reversal of the account bans, including those applied to third parties with no involvement A public apology or at minimum acknowledgment of poor handling A commitment to improved customer service practices Consumers deserve better. I hope BBB can help ensure The RealReal is held accountable
Business Response
Date: 07/10/2025
Client has been advised that we will not be able to reinstate the account. This decision is final and has been made to ensure the integrity and smooth functioning of our platform for all customers.
Customer Answer
Date: 07/23/2025
Complaint: 23578835
Response Rejection:

I am rejecting The RealReals response because it is dismissive, dishonest, and completely fails to address the serious misconduct your company has engaged in. This is not simply about a closed account. This is about being falsely accused, profiled, retaliated against, and treated with degrading hostilitywithout due process, evidence, or accountability.

Let me say this as clearly as possible: I have never returned empty boxes. That accusation is false, defamatory, and unsupported by any factual investigation. I returned your items exactly as instructed using the *** label you provided. In response to your accusation, I took every step to cooperate and resolve the issue. I filed a police report and shared it with you. I provided the *** trucks license plate and the drivers badge ID. I even attempted to file a *** search request, but was told only you, the account holder, could do that, which you never bothered to do.

I shared my LinkedIn profile and even headlines from prominent international media outlets recognizing my social impact work around the worldto demonstrate just how completely your egregious accusations contradict my proven track record and character.

And despite all of that, I STILL offered to pay the disputed $355 out of my own pocket, not because I owed it, but because I wanted to move forward. I made that offer in good faith, to avoid further escalation. Instead of meeting that gesture with decency or even basic human courtesy, you responded with a permanent bannot only from your platform, but even from entering your stores or speaking to your employees. That is outrageous, excessive, and downright retaliatory.

Even more appalling, you extended this punishment to other innocent people. You banned my girlfriend simply for living at my address. You banned at least two friends and their families, people in other states, with completely different names, addresses, and payment methods, just because I once sent them a gift from my account and actually spoke highly of your brand, how great circular economy is, and encouraged them to sign up on your platform. They are now banned for life, despite doing absolutely nothing wrong. That is collective punishment, it is arbitrary, and it is discriminatory. This conduct clearly violates the ***** Civil Rights Act (California Civil Code 51), which prohibits businesses from denying services based on association or perceived affiliation.

Your behavior has shown a disturbing pattern. In February 2023, your team falsely claimed I returned an empty box, only to later admit the item had been located. That alone shows either incompetence or bad faith. You also never refunded me for order #R176458414, which you again falsely labeled as an empty box return. I let it go. I didnt escalate. I absorbed that loss quietly.

This time, I refused to be silentand instead of acknowledging your error, you punished me and everyone linked to me. That is not just wrong. Its cruel.

To make matters worse, I have learned that when my friends contacted you to ask why their accounts were banned, you told them it was because (my name) returned empty boxes (see attached). That is false, defamatory, and reputationally damaging. You are spreading lies to justify your own misconduct, and in doing so, violating California Civil Code 1785.25(a) (which bars furnishing false information in connection with consumer transactions) and California Business & Professions Code ***** et seq., which prohibits unfair, retaliatory business practices.

Let me be absolutely clear: I did NOT return empty boxes, EVER. Your company is not only refusing to investigate the facts, it is doubling down on a lie and destroying relationships, reputations, and trust in the process.

This is not just about a transaction. Its about being treated with dignity, fairness, and basic human decency. I was once a loyal customer who promoted your brand and introduced others to it in good faith. Now Ive been treated like a criminal for doing absolutely nothing wrong.

I demand a full investigation, an apology, and reinstatement of my account and those of the innocent people you punished by association. If you refuse, I will pursue every regulatory, legal, and public avenue available to ensure this misconduct does not go unchallenged.

Enough is enough. Your retaliation, false accusations, and collective punishment are inexcusable. I will not accept being silenced, blamed, or defamed for standing up for the truth. Fix this, or be held accountable. I am not going away.
Business Response
Date: 07/29/2025
Our decision stands firm. We apologize for any frustrations.
Customer Answer
Date: 07/29/2025

Complaint: 23578835

I am rejecting this response because: they are treating me like I sent empty boxes. I didnt. Can they provide the weight of the *** package at pick up? Only they can open an investigation with ***. Can they open one and show us the weight of the package at pick up? Accusing me of returning empty boxes without any proof is utterly unjust and extremely offensive. I returned their items using the exact instructions and shipping label they provided. Justice please
Initial Complaint
Date:07/09/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an expensive Chanel bag from ***, which they claimed to be authentic. I had the exact same bag - same color, same leather, just in a different size, and I recently sold that one. As soon as I received this bag from ***, I knew it was a fake. Although it looks pretty much the same as the real bag, but the texture is so different, the lambskin is not smooth compared to the real bag. And THE PLASTIC SMELL ON THE *** IS HORRIBLE!! I have also never seen a Chanel dust bag that it came with before, like a cheap shoe protection bag. The original dust bag is no where close to look like that. I don't know how this bag passed the authentication process at TRR, but it is 100% a fake. Then I reached out to *** customer service, they told me that they have a dedicated and very experienced authentication team blah blah blah and still claims that this bag is authentic, and told me to send photos so they can re-authenticate it for me. But 1st - how do you re-authenticate with photos to show that the texture and smell are totally different from the real Chanel? 2nd - you guys obviously claimed it to be authentic from the previous authentication process, why would I even trust it this time? I know this bag is 100% fake, I had the exact same bag. The one I got from TRR even smells worse than the fake bags that I can get for $20 from Canal St. I can't even put it in my closet. And the leather surface is so rough. I need my money back at this point. I'm not spending thousands on a fake bag. Totally waste of my money and my time.
Business Response
Date: 07/10/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 07/16/2025

Complaint: 23577206

I am rejecting this response because again, your resolution was for me to send back the item so you guys can have it re-authenticated internally. But how do I trust that you will reverse your opinion this time even if it's a fake bag? You guys clearly deemed it authentic and listed it for sale on the website as authentic in the first place.
I just had a professional authentication company to authenticate the Chanel bag, and they did confirm that this bag is a counterfeit item. I would like to return this item and be refunded to the original payment. THAT IS THE ONLY OPTION I WILL ACCEPT. I am not paying this much for a FAKE bag.

Sincerely,

Wanxin *******
Business Response
Date: 07/18/2025
Client has been advised, to move further we will need the item returned to be re-evaluated. We apologize for any frustrations.
Initial Complaint
Date:07/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Vine diamond earring made by ***** **** on 6/23/25 Order Number R125407866. Today on 7/8/25 I received the mirror version of this earring, ordered directly from ***** ****. I was shocked to find a huge difference in quality in the diamonds on the earring purchased from The *********, when they're both supposedly made by the same company with the same quality. The earring from TRR has diamonds that are noticeably duller and less sparkly and of an inferior quality. I want a full refund for the earring purchased from The *********. I've uploaded photos which show the earring purchased from ***** **** on the left and the earring purchased from *** on the right.
Business Response
Date: 07/10/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 07/11/2025

Complaint: 23572201

I am rejecting this response because: I have not received any new info from TRR. They have sent me plenty of replies already stating they refuse to give me a refund for this defective earring.

Sincerely,

******* ******
Business Response
Date: 07/15/2025
Client has been advised once item is returned, we will review and refund.
Customer Answer
Date: 07/15/2025

Complaint: 23572201

I am rejecting this response because: I have sent the package back by *** using the provided return label. Waiting for refund.

Sincerely,

******* ******
Business Response
Date: 07/16/2025
Once the item is received and reviewed, we will be able to provide next steps. We apologize for any frustrations.
Customer Answer
Date: 07/16/2025

Complaint: 23572201

I am rejecting this response because: waiting on receiving refund.

Sincerely,

******* ******

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