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
- 2,024 total complaints in the last 3 years.
- 588 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/06/2025
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.
Tried to place order for an item on 05/05/2025 which kept getting cancelled because of payment issues. It turns out the problem is I had two accounts associated with me (an old one which I had lost access to, and a new one which is the one I was using to try and make the purchase). I managed to log in to my old account and requested to delete it but even then I could not complete the order and it just kept getting cancelled. I also then tried placing an order for a different item and that got immediately cancelled as well. **************** says my issue was escalated to the appropriate team and I should receive a response within 48 business hours but the item I want may sell out at any minute. My father also tried purchasing the item for me with an account he created but even that was immediately cancelled, also again because of payment issues although all cards used had money in them and the bank was not blocking the transaction.
Business Response
Date: 05/07/2025
Client has been advised that, we are able to confirm that one or more points of the information you provided were unable to be verified so we are not able to let this online order through to completion. We sincerely apologize for any inconvenience caused by this and invite you to review our terms of service for more information - ****************************************Customer Answer
Date: 05/07/2025
Complaint: 23293906
I am rejecting this response because:I have tried different payment methods and purchasing different items but cannot make a single purchase on the website. When I attempt to make a purchase using Apple Pay my card is charged and then the charge is immediately reverted once TRR cancels the order. Please resolve this.
Sincerely,
***** *****Business Response
Date: 05/13/2025
We apologize for the frustrations. We are continuing to look into this and will update via emailBusiness Response
Date: 05/13/2025
We apologize for the frustrations. We are continuing to look into this and will update via emailInitial Complaint
Date:05/05/2025
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 ordered a ******* **** Bag from the Real Real it was a Light Grey all Leather Bag. They sent a Faux ******* **** bag Cream Colored in Pebbled Faux leather NOT AT ALL THE *** I ORDERED NOW THEY WILL NOT MAKE IT RIGHT. The bag they sent is junk.Business Response
Date: 05/07/2025
We are in touch with the client and working to resolve.Initial Complaint
Date:05/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear Better Business Bureau,I am writing to formally file a complaint against The RealReal **** regarding an unresolved refund issue for a returned order.I returned my order to The RealReal on April 18, 2025, and the companys stated policy clearly indicates that refunds are processed within 57 business days. As of today, May 5, 2025, it has been 16 business days, and I have yet to receive my refund.I have contacted The RealReals customer service team multiple timesalmost dailyseeking resolution. Each time, I am told to please wait 2448 hours, or that the refund will be processed by the end of the week. Despite these repeated assurances, no action has been taken and no refund has been issued.This ongoing delay and lack of accountability is unacceptable and does not align with the companys stated policies. I am requesting that The RealReal process my refund immediately and provide a clear explanation for the delay.Thank you for your assistance in this matter.Business Response
Date: 05/07/2025
Client has been refunded. We apologize for any frustrations.Initial Complaint
Date:05/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent in a Shinola Birdy watch. I noticed it wasn't posted for sale and the business claims was never mailed in. Since the watch was lost or stolen, I requested the rest of my items back. This was who months ago. There is a 14k watch (#BAU24632) that they have not mailed back to me. Whenever I ask about the status of the return, customer service says:"I see that this item has been temporarily pulled for auditing purposes and requires some additional internal review. While I do not have an estimated shipping date available, we can confirm that there is an active inquiry within an email thread that an update will be provided to you on as soon as possible."I want an admission that the Shinola watch was lost and I want #BAU24632 mailed back to me. For the Shinola watch, I would even be content with store credit. The company mailed the empty watch back, but is not admitting the watch is unaccounted for.Business Response
Date: 05/07/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 05/07/2025
Complaint: 23284893
I am rejecting this response because I have reached out to the business consistently over the course of the last month and I have not received a resolution.
Sincerely,
***** ******-*********Business Response
Date: 05/13/2025
We are actively working on this matter and will update ****.Customer Answer
Date: 05/15/2025
Complaint: 23284893
I am rejecting this response because it has already taken months and I do not believe the business is making a good faith effort to resolve this. If the audit is internal, they should be able to pull the item to send back.
Sincerely,
***** ******-*********Initial Complaint
Date:05/04/2025
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.
Paid over $300-400 to The Real Real but they consistently blocked my account, apparently because of the fact that I accidentally have TWO accounts because I have two emails/addresses. I am a college student and obviously have more than one address currently.Business Response
Date: 05/07/2025
Clients access has been restored. Please reach out via email if any issues occur.Initial Complaint
Date:05/03/2025
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 had my TheRealReal account suspended in 2021 for accidentally having multiple accounts. I have since closed all accounts, and was told by a customer service *** that this would enable me to use only one new account. But every time I try to make a purchase, every possible payment method is declined or orders are automatically canceled. I want TheRealReal to stand by their policy and what I was told by a customer service ***, and allow me to shop on their site now that all extra accounts have been closed and I am only using one *****************************Business Response
Date: 05/07/2025
Clients account is being reviewed. We will follow up via email with more detailsInitial Complaint
Date:05/03/2025
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.
Sent a reversible - yellow gold/white gold textured ******** bracelet using their label to their authentication center after previously submitting pictures. Bracelet was in perfect condition - only worn twice. Sent in original box. Received message that link was broken. It was either broken by ***** shipping carrier - or the RealReal. Contacted the RealReal numerous times to no avail. ******** was worth about $3,000 when purchased.Thank youBusiness Response
Date: 05/07/2025
Client has been emailed with resolution. Please continue to respond so that we can move forward.Initial Complaint
Date:05/03/2025
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.
TheRealReal for some reason has restricted access to my account. I cannot buy anything - every order I placed just gets canceled. I have verified that all my payment info is correct. I reached out to customer service who told me that I can only have one account. This is my only account. In addition to this random denial of service, I sent in a big consignment and they have my items but won't show it to me on my dashboard.Business Response
Date: 05/07/2025
After a thorough review, we are confirming that your account has been deactivated. Our Account Manager has determined that this action was necessary due to your account no longer meets our eligibility requirements, as outlined in our policies.Customer Answer
Date: 05/07/2025
Complaint: 23282275
I am rejecting this response because:I never submitted any request to deactivate my account. I am having a technical issue that this company refuses to address.
Sincerely,
***** ****Business Response
Date: 05/13/2025
Client has been unsubscribed from contact. We apologize for any frustrations.Customer Answer
Date: 05/15/2025
Complaint: 23282275
I am rejecting this response because:
I still cannot purchase anything from the site!
Sincerely,
***** ****Initial Complaint
Date:05/02/2025
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.
Amount Paid:$1,595.00 in site credit (originally earned from previous consignment sales)What the Business Committed to Provide:The RealReal listed a ************* Monogram Giant Pochette Accessoires handbag, described as including a "Single Adjustable Shoulder Strap" as part of the package. I purchased the item based on that listing.Nature of the Dispute:The handbag arrived without the strap that was explicitly listed in the product description. The RealReal acknowledged this was a listing error. After I reported the issue, they initially offered me $400 in site credit as compensation. I accepted that resolution in good faith. However, they later revoked the $400 offer and reduced it to $250 with an expiration date, despite their admission of fault and my documented communication with them.Attempts to Resolve the Problem:I made multiple attempts to resolve this with The RealReal directly over email. I explained that I am keeping the item but requesting they honor their originally offered $400 in site credit which is both reasonable and consistent with what was already proposed. They have since refused further compensation and stated that their $250 offer is ******** Details (If Applicable):The item was listed on TheRealReal.com under the product name:***** Vuitton Monogram Giant Pochette Accessoires (Item LOU1054214)I purchased it on April 9, 2025. The listing clearly stated the strap was included, and I have saved screenshots of the product page to support this claim.Business Response
Date: 05/07/2025
Client has been advised via email of the resolutions we are able to provide. Please continue to respond so that we can move forward.Customer Answer
Date: 05/08/2025
I am writing to respond to The RealReals message regarding my complaint. Their response is vague and does not address the specific issues I raised.
My Position:
The RealReal continues to mis***resent the facts of my case and has failed to provide a satisfactory resolution. Specifically:
1. Misleading Claims of Compensation:
The RealReal claims I was offered a $400 refund via site credit. This is false.
The $400 credit they now reference was a retroactive adjustment added to my order history after I filed complaints, and it did not actually result in any site credit being issued.
The credits in my account were from my own earned commissions and promotions, not compensation for the missing strap.2. Conditional Release of My Earned Credits:
The RealReal is attempting to condition the release of my own consignment earnings on the return of the item, which I am not pursuing.This is unethical and inappropriate, as these credits were earned through my sales, not issued as compensation.
3. Reduction of Previously Offered Compensation:
Initially, The RealReal acknowledged that a $400 site credit was offered due to the missing strap. They later walked that back and claimed they could only offer $250, falsely framing it as a generous offer.
This inconsistent and misleading approach shows bad faith in resolving the issue.
Blaming the Customer for Their Own Delays:
I ***orted the issue immediately on April 9, but their ***resentative did not communicate for 10 days after I had reached out for an update and a new customer service *** took over (April 25) and weve been back and forth consistently since then. To now claim that the issue is outside their return window is inappropriate and contrary to their own service standards.My Resolution Request:
A full $400 reimbursement (not site credit) as originally offered.A refund of my remaining site credit balance, as I will not be doing business with The RealReal again.
I respectfully request that the BBB continues to facilitate this resolution. The RealReals continued attempts to alter the narrative and minimize their accountability only strengthen my case.
Thank you for your continued assistance.Sincerely,
******** J. ********
************
****************************Business Response
Date: 05/13/2025
We await the client's response via email to move further with a resolution.Business Response
Date: 06/06/2025
Client has been updated with resolution. Additional follow-up via email asap.Customer Answer
Date: 06/09/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and, given that I do receive a check as mentioned in the attached email, find that this resolution is satisfactory to me.
Sincerely,
******** ********Initial Complaint
Date:05/02/2025
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.
In February, i consigned a pair of Chanel ballet flats in Very Good condition. I learned that they were listed for $775 and I also recall being told that no reductions in the consignment price were allowed for ****** branded items. Not even TWO MONTHS later, WITHOUT MY KNOWLEDGE OR CONSENT, the company sold my shoes for $542, netting me a consignment amount of only $350. NEVER NEVER would i have agreed to sell the shoes for that amount. And I repeat: THEY REDUCED THE SELLING PRICE AFTER LESS THAN TWO MONTHS WITHOUT MY KNOWLEDGE OR MY CONSENT. They may tell you that the fine print allows them to do this, but that is not what I was told. And when I tried to complain, I got what felt like an AI generated email brushing me off like I was some piece of garbage they didnt care about. I then called the consignment relations line and I got transferred several times, eventually to someone in ***** who barely spoke English and claimed that she couldnt help me. This is the most OUTRAGEOUS AND EGREGIOUS SELL AND REPENT strategy Ive ever experienced. This company took my beautiful shoes and ripped me off, and then provided absolutely NO realistic post-sale customer service. I know this company has had many problems acting within accepted standards, and now I am a victim. I want my shoes back or I want my money. Its simple.Business Response
Date: 05/07/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 05/08/2025
Complaint: 23278323
I am rejecting because: The merchant is lying. No one has been in touch with me since I launched the complaint. I have been completely ignored despite my efforts to communicate with them. In fact, before the disastrous call in *****, I wrote to them and I have not received any response.
Sincerely,
***** *****Business Response
Date: 05/13/2025
Client has been advised we are unable to provide an increase. We apologize for any frustrations.Customer Answer
Date: 05/15/2025
Complaint: 23278323
I am rejecting this response because: this is an outrageous abdication of their responsibility to provide an honest and transparent business process. I hope the BBB will warn the public about this unreputable company
Sincerely,
***** *****
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