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

2,026 total complaints in the last 3 years.
592 complaints closed in the last 12 months.

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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:05/03/2025
Type:Customer Service 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 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 details
Initial Complaint
Date:05/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
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 you
Business 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: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.
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:Product 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.
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 to complaint 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:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In 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,

***** *****
Initial Complaint
Date:05/01/2025
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.
On January 27th, 2025, I purchased a pre-owned ***** shirt from The *********. The item seemed low quality and turned out to be counterfeit. The shirt also has damage such as multiple snags that were not disclosed. The shirt smelled like cigarettes. The RealReal was notified, and multiple disputes were placed with Affirm, the financing company of this item. They started to investigate and closed the case in favor of the seller. It was reopened multiple times. On April 7th and April 11th, 2025, I stated my case to two separate agents who told me to close the dispute and have Affirm send the contract to them, and they will refund without me returning the shirt. I included a recent email from the Affirm team, who stated once I closed the dispute and sent the *** contract, no return of the item was required, and my refund would be processed. I did what they asked, and no refund to date has been received. I have now opened case ******** with Affirm. I am requesting, based on what I was told by ******* in the email submitted as evidence, that they process my refund today.
Business Response
Date: 05/02/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:05/01/2025
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.
On April 30, 2025, I received an email from The RealReal stating that my account would be permanently closed and that two of my consigned itemsmarked as Not Accepted - Authenticity Questionablewould not be returned and may be destroyed. These are authentic Christian **** pieces purchased directly from ***** official website for $1,450 and $1,150, with original receipts dated August 25, 2022, and September 12, 2021. I have already provided The RealReal with these receipts and purchase confirmations to verify authenticity.I have been a loyal consignor and buyer with The RealReal for years, and this action is both deeply concerning and premature. Their internal authentication process appears flawed, and the lack of proper review or dialogue prior to such a severe action is *************** of now, I have submitted a formal request to The RealReal to reevaluate their decision and reinstate my account. I am filing this complaint to urge a prompt and fair resolution.Desired Resolution:1.Immediate re-evaluation of the flagged items by a qualified senior expert or independent third party.2.Reinstatement of my *********** formal apology for the false accusation and the reputational harm caused.If the matter remains unresolved, I am prepared to pursue legal remedies and share this experience publicly.
Business Response
Date: 05/06/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:04/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent in an item for consignment via The RealReal. They told me the process in the store and that I would be notified of the that they were going to list my item for. I could either accept it or ask for the item to be sent back. I can sign a few other pieces that have yet to go live. However, my one item, a brand new suede leather jacket from ****** listed for $195. The condition was mislabeled. It was labeled as worn and good with tags removed. My item was brand new never worn with Store tags still intact. The original price of my item was still even on the tag of over $2000. I wasnt notified the item went live or at what price, which I was told was part of the process its sold and I wasnt even notified except for now 24 hours after and they are saying they are unable to retrieve my item to send back to me. I feel like I have been lied to and they are not upholding their contract with me.
Business Response
Date: 05/01/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 05/05/2025

Complaint: 23270807

I am rejecting this response because:
unlike the other items that I decided to consign with The RealReal, they followed the protocol that the sales associates in store notified me about. I received an email that they were processing, and this weekend I received an email that they were live. This gives me the ability to go online and check the price that The RealReal listed my items at and reject them if I wasnt happy with it and get my items back.
This didnt happen at all for my Armani suede jacket, I even have the original receipt, noting the price that I paid for it. I wouldve never allowed for it to be sold for $195. Per the consignment contract, protocol was not followed for my item, and I should have had the opportunity to ask for it back before it was listed and sold so quickly.
I am requesting either my item returned or the full value of it, given back to me. I feel like my item was stolen from me, and this is completely unacceptable.

Sincerely,

***** *****
Business Response
Date: 05/06/2025
We have updated the client via email with the resolution details. We apologize for any frustrations.
Customer Answer
Date: 05/06/2025

Complaint: 23270807

I am rejecting this response because:
The RealReal's proposed solution is to tell me it is not their policy to send a notice that items are processing / priced / go live. However this is false based on the Consignment Contract listed on their website and the directions the employees in store told me when I dropped of my items.
They continue to claim their pricing mechanism is sophisticated, meanwhile I believe there was unethical behavior going on behind the scenes when my item was processed. A brand new suede jacket with original store tags (and price tags) never worn in a dustbag was sent in. How come my item was listed in "Good" condition with marks throughout and missing tags? I believe this was marked incorrectly which resulted in an extremely low price given to my $2.5K jacket (I have the original receipt to prove this as well).
Per the attachment, the email I received when my items were dropped off specified I would be notified at different points in the processing period. Moreover, my 2 other items I dropped off on the same day (April 18th) - the day my Armani jacket was sold - I had access to these prices and a note that the items would go live ~5/2 or 5/3 - so a few days after I checked - allowing me the opportunity to review pricing and potentially ask for my items back before they go live and sell so quickly. Additionally, I received 2 separate emails that these 2 additional items went LIVE in the first place - also giving me the notice to check these out and what price you listed them at in case I was disappointed and wanted them back.
Given other complains via BBB and personal stories shared on Reddit, I am not the only one that is experiencing this issue. I believe there are bad actors at play within the company and my $2.5K jacket was stolen from me. I will not accept their Pricing Review recommendation that increased the price from $195 to $345. I requested my jacket back as soon as I was notified of my item selling (via email on April 30th) - however this was 1 day after it apparently sold on April 29th. I immediately asked for my jacket back and this was denied. Now it's been almost a week so I'm losing hope I will get my item back so I am requesting to be compensated for the full value of the jacket. I can provide the receipt.

Sincerely,

***** *****
Initial Complaint
Date:04/29/2025
Type:Product 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 December 6th, 2024, I sent via mail (approved by The RealReal) four luxury fashion items; two of them were Balmain Blazers that were in pristine condition and placed in garment bags. There is a recorded phone conversation between myself and The RealReal **************** stating how the two Balmain Blazers were never worn, in pristine condition, and sent in garment bags. Please note, it was never brought to my attention immediately that upon arrival to The RealReal that the Fuchsia Balmain Blazer SKU BAM99671 was damaged. It wasn't until March 14th, 2025 when | contacted The RealReal via email asking why the Two Balmain Blazers haven't sold, when I discovered the reason why. On the description for the Fuchsia Balmain Blazers BAM99671, it stated minor residue at underarm and at front with slightly loose buttons. Any damages to the *************** should have been brought to my attention immediately. A lot of my time has been put forth into emailing The RealReal for a resolution; from April 14th to April 17th. Emails are listed below between myself and The RealReal. Once the Fuchsia Balmain Blazer was resolved with fair compensation towards me, I then asked for the Light Grey Balmain Blazer BAM99676 to be returned to me because of what happened to the other Balmain Blazer. Unfortunately, when the Light Grey Balmain Blazer BAM99676 was returned to me, it was damaged as well. When I opened the box, there was no Garment Bag and the Balmain Blazer BAM99676 was not properly packaged. When I pulled it out of the box, I noticed a pen **** on the back of it. Pictures are enclosed. Once again, when I shipped these two Balmain Blazers to The RealReal, they were in pristine condition in garment bags. So on April 9th, once again, I emailed The RealReal **************** stating the damages with pictures enclosed. Several emails were exchanged between The RealReal and myself up until April 23rd; 14 days to find a resolution; which hasnt taken place.
Business Response
Date: 04/30/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 04/30/2025
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:04/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to dispute the condition of the Goyard bag I received. The bag arrived with significantly more damage than was disclosed or shown online. There are 45 visible holes, the interior is heavily damaged and stained, and the overall condition is extremely poor far worse than what was represented in the listing.For a purchase of $925, I expected a bag with wear consistent with the description and photos. Instead, I received a severely scuffed, beaten-up item that feels unusable and grossly misrepresented. I am extremely disappointed, especially given the high price and my trust in The RealReal to provide accurate listings.I am requesting that this issue be resolved immediately. Please let me know the next steps for a full refund or return.
Business Response
Date: 04/30/2025
Client has been advised we are unable to provide a return as item was listed final sale and in as is condition. We apologize for any frustrations.

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The RealReal, Inc. is BBB Accredited.