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

2,027 total complaints in the last 3 years.
594 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:07/18/2025
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:07/10/2025
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:07/09/2025
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.
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,

******* ******
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.
It said nowhere whejni was purchasing that my items were unreturnable and the listing said they were true to size. They were too big and I reordered in a smaller soze but when I went to return I was unable. Please allow me to return these items.
Business Response
Date: 07/10/2025
Apologies for any frustrations, items stated final sale on site. We are unable to initiate a return.
Customer Answer
Date: 07/11/2025

Complaint: 23569006

I am rejecting this response because: they were not true to size and the condition was poor om all items. I reject this response.

Sincerely,

***** *******
Business Response
Date: 07/14/2025
We stand by our determination. We are unable to provide a return for the order in question. We apologize for any frustrations.
Customer Answer
Date: 07/14/2025

I ordered multiple pairs of boots from The RealReal that were all listed as true to size and in good or very good condition. Every single pair was way too big nowhere near true to size. On top of that, the condition was appalling. Scuffs, deep creases, peeling leather, stains things that were conveniently not shown in the photos or mentioned in the descriptions. One pair looked like it had been through a war zone.
When I reached out to return them, they refused because they were marked final sale. Final sale should not mean stuck with misrepresented, borderline unwearable items. This feels dishonest and exploitative. I trusted The RealReal for quality secondhand items, but clearly, accuracy and integrity are not a priority. Extremely disappointed and will never shop here again.

Sincerely,

***** *******
Business Response
Date: 07/16/2025
We stand by our determination. We are unable to provide a return for the order in question. We apologize for any frustrations.

Customer Answer
Date: 07/16/2025

Complaint: 23569006

I am rejecting this response because: no resolution

Sincerely,

***** *******
Initial Complaint
Date:07/07/2025
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.
I am trying to purchase an advertised item (on hold) for over 48 hours on the site for for a store customer. As an online customer I can only hold an item 20 minutes. I was told this item would be released in 48 hours but then it was extended another 48 hours and I was told to wait again. This is a clear discrimination between different customers. You cannot treat a store customer differently and you shouldnt hold merchandise for days when a customer wants to purchase immediately. I want them to release the hold and allow any customer to purchase as this is fair and consistent with their online policies advertised to customers.
Business Response
Date: 07/10/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:07/04/2025
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.
Hi I have been attempting to reach The Real Real about an item that I had discussed with a super nice associate and decided to cosign with them. During the listing of this item I had a legal name change so I am not sure if it is under ***** ****** or ***** ***********. I know the email was *************************** and I was provided a label and shipped it from **************. I have email The ********* and attempted to reach someone on the phone to resolve this to no avail. I had great customer service from the girl who helped me first, but had my phone and wallet stolen and had to change all my information. I also moved during this time. ******************************************************************************************************************************************** I have located the bag on the website as I have pictures of it before send off. I was given some false promises in terms of time it takes to sale this bag, and overall procedures and after doing further research into commissions and amounts promised I found that they are simply not true. I am herby requesting that The Real Real promptly return this bag to me at **************************************************************************************. If this is not done I will be taking action to get the bag back through any and all available methods. Let this be a staff learning moment not to over promise. As I was told 5-7 days for listing and it took almost 3 weeks and the bag is priced much under where I was told it would be, and still unsold. Best. -*****
Business Response
Date: 07/10/2025
We will work to have the item returned asap. Apologies for any frustrations.
Initial Complaint
Date:07/03/2025
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 consigned multiple luxury items to The RealReal, which were later returned to me in damaged condition significantly different from how they were originally sent. I immediately contacted their customer support to request full reimbursement for the full market value of the damaged goods.After weeks of delays, vague responses, and finally being offered a $100 site credit as a courtesy (which I did not accept as full compensation), I set a clear final deadline of July 1, 2025, for resolution. That deadline had passed with no final response, and no offer of actual compensation for the damaged items.I am now formally filing this complaint in hopes that The RealReal will finally act responsibly. I am seeking full reimbursement for the items returned to me in damaged condition.I have 46 images in documentation, however the system will not allow me to submit them to you. However, I was able to email them to the company.
Business Response
Date: 07/09/2025
Client has been advised we are unable to provide compensation as items were returned as received. Apologies for any frustrations
Initial Complaint
Date:07/03/2025
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.
Im filing a complaint regarding The RealReal and the handling of several items I consigned. They sequestered my items under suspicion of being counterfeit. I immediately provided original receipts and documentation proving the authenticity of each item.Initially, I was told that my items would be returned to me. However, after complying with their requests and following up, they are now giving me conflicting information and are refusing to return the items. This shift in communication is deeply concerning and feels unjustified, especially given that I have never had any prior issues with counterfeit items on their platform or anywhere else.I respectfully request your assistance in helping me recover my items or in holding The RealReal accountable for their handling of this matter.
Business Response
Date: 07/09/2025
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: 07/11/2025

Complaint: 23554762

I am rejecting this response because: Thank you for your message. I would like to reiterate that I have already provided receipts and documentation proving the authenticity of the items in question. I take these matters seriously and have no history of consigning counterfeit items on your platform or anywhere else.

Given that Ive submitted legitimate proof of purchase, I respectfully request a clear explanation of why the items are still being withheld and why I was initially told they would be returnedonly to now receive a conflicting statement.

I ask that you review the documentation I provided and reconsider the decision, or at the very least, provide a transparent, evidence-based explanation regarding your determination.

Sincerely, ****** *****
Business Response
Date: 07/14/2025
We are reviewing and will follow up with the client directly.
Customer Answer
Date: 07/15/2025

Complaint: 23554762

I am rejecting this response because: I sent the receipts required to get my items back and my request was rejected

Sincerely,
****** *****
Business Response
Date: 07/16/2025
Please note, a receipt only aids in our expert's evaluation as it does not solely determine the authenticity of the item. We apologize for any frustrations.
Customer Answer
Date: 07/16/2025

Complaint: 23554762

I am rejecting this response because:
I understand, but I was told that if I sent the receipt, I would receive my items back. I provided the requested documentation in good faith and expected that it would be sufficient. Im disappointed to hear otherwise, especially given the prior communication.

Sincerely,

****** *****
Initial Complaint
Date:07/03/2025
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.
I am a consignor on ***, they have not paid me the correct amount of commission. They owes me $70 which they said they'd issue, but it's been more than 10 months now, they still haven't issued that $70 to me. I demand them to immediately send me a check of the $70.
Business Response
Date: 07/10/2025
Client has been advised of deductions due to return and check fees. We apologize for any frustrations.
Customer Answer
Date: 07/11/2025

Complaint: 23554697

I am rejecting this response because:
TRR is clearly being unreasonable.TRR had sold and priced items without my authorization, and I'm entitled to receive the items back, no fee should be deducted.
Again, demanding TRR to provide the refund immediately.

Sincerely,

*** ****
Business Response
Date: 07/15/2025
This concern has been addressed and we stand firm on our resolution. We apologize for any frustrations.
Customer Answer
Date: 07/15/2025

Complaint: 23554697

I am rejecting this response because:
TRR scammed money from me. I demand them to refund !

Sincerely,

*** ****

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The RealReal, Inc. is BBB Accredited.