Complaints

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

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  The RealReal, Inc.

  55 Francisco St Fl 6 San Francisco, CA 94133-2128

  
• 

  The RealReal, Inc.

  80 Wooster St New York, NY 10012-4347

• 

  The RealReal, Inc.

  980 N Michigan Ave Chicago, IL 60611-4501

• 

  The RealReal, Inc.

  1441 Brickell Ave Ste 1014 Miami, FL 33131-3428

• 

  The RealReal, Inc.

  New York, NY 10018

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: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.

   
  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: 05/07/2025

  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.

  

  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.

  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. ********
  ************
  ****************************

  ed $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.

  

  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.

   
  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,
  
  ***** *****S 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. 

  

  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.

   
  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: 05/01/2025

  We are in touch with the client and working to resolve. 

  

  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.

  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,
  
  ***** ********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. 

• 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. 

• Initial Complaint

  Date:04/26/2025

  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.

   
  Complaint: 23255245
  
  I am rejecting this response because: its clearly authentic item 

   

  
  I categorically reject the claim made by The RealReal that I signed any settlement or release agreement pertaining to the destruction or forfeiture of my personal items. The only document I signed was the standard seller agreement when I submitted my items for evaluation and potential sale a process followed by every consignor. At no time did I authorize the permanent seizure or destruction of my property without documentation, justification, or my explicit written consent.

  I submitted proof of purchase from major retailer and you denied the receipt itself and didnt put the responsibility on the retailer but on me. 
  Since the RealReal claims they did XRF method I would need internal process documents as I will be presenting those to the retailer I purchased from. Because when you claim the items as inauthentic you're basically claiming that these major retailers sold me a fake product 

  This is a gross violation of consumer rights and standard resale industry practices. Any item rejected by an authentication department must be returned to the seller, or, if subject to disposal, such action must be accompanied by:
  I'm fully requesting 
  1. A complete written authentication report;
  2. Photo documentation of the item(s);
  3. The name and credentials of the evaluating expert(s);
  4. A formal declaration of disposal signed by the third-party company allegedly responsible for the destruction;
  5. Written notice to the owner none of which I received.
  
  
  
  
  
  
  You cannot legally act as authenticator, judge, and executioner.
  
  
  California law does not permit a company to seize and destroy private property without presenting proof, allowing for due process, or offering recourse. Internal policy does not override civil property rights.
  
  
  Furthermore, one of my items was initially listed by The RealReal as authentic, then suddenly removed and reclassified as counterfeit. This inconsistency further undermines your credibility and exposes the unreliability of your authentication process.
  
  
  Let me also remind you that The RealReal has a history of scandals and lawsuits involving:
  
  
  Sale of fake designer bags, sunglasses, and clothing to customers;
  Use of unqualified or undertrained authentication staff;
  Public complaints about lack of transparency and accountability.
  
  
  If The RealReal is confident in its actions, then I demand within 5 business days:
  
  
  A complete authentication report for each item;
  Photographic evidence of each item prior to alleged destruction;
  The name and contact of the third-party company used;
  The date and legal basis for destruction;
  A formal certificate confirming the destruction process.
  
  
  Otherwise, this will be treated as wrongful conversion of private property, and I will escalate immediately to:
  ************* small claims court 
  
  
  Sincerely,
  
  *** ***

  ed from. Because when you claim the items as inauthentic you're basically claiming that these major retailers sold me a fake product I'm fully requesting Report 2. Photo documentation of the item(s);3. The name and credentials of the evaluating expert(s);4. A formal declaration of disposal signed by the third-party company allegedly responsible for the destruction;5. Written notice to the owner none of which I received.THR169489 /THR169488 /THR169327

  

  Business Response

  Date: 04/30/2025

  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.

  

  Business Response

  Date: 05/07/2025

  We are continuing to investigate and will follow up with the client asap via email.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23255245
  
  I am rejecting this response because: for 
  Subject: Formal Notice of Dispute and Intent to Escalate Unreturned Property and Improper Handling of Authenticity Claims
  
  
  Since March 27, 2025, I have made multiple good-faith attempts to resolve issues with The RealReals *************** and ************************* regarding three handbags by The Row that I consigned through your platform. I specifically requested clarification on your authentication methodology, including who performed the authentication and what procedures were followed. I also submitted valid and clear proof of purchase from a recognized luxury retailer verifying the authenticity of all three items.
  
  
  Despite my efforts, communication from your team ceased several weeks ago, and I have not received any further response.
  
  
  In addition, six clothing items by Reformation and one pair of ****** ******** boots, which were also consigned, remain in your possession. Client Success Managers ****** ****** and ***** previously confirmed by email that these items would be returned to me and verified my shipping address. However, to date, none of the aforementioned itemsincluding the handbagshave been returned.
  
  
  I am aware that your team claims to have used XRF testing on the handbags; however, XRF (X-ray fluorescence) analysis does not provide conclusive proof of authenticity. The purchase receipts I provided are sufficient documentation of origin and authenticity, and shifting the burden onto the consignor without due process is both unreasonable and unacceptable.
  
  
  If these items are not returned promptly, I will consider this a violation of California consumer protection laws and a breach of civil obligations under California Civil Code. I intend to escalate this matter to small claims court and am currently in communication with other consignors who have experienced similar issues with The RealReal.
  
  
  Failure to return my property will be interpreted as unlawful retention and may constitute theft under applicable law.
  
  
  Please respond within five (5) business days to arrange for the immediate return of all items. If no resolution is provided, I will proceed with formal legal action without further notice.
  
  
  Sincerely,
  
  *** ***

• Initial Complaint

  Date:04/26/2025

  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.

  Dear Better Business Bureau,I am submitting a complaint regarding a recent purchase I made from The ********* on April 18, 2025. I purchased a handbag that was advertised as an authenticated Etro designer bag made of genuine leather. The item was originally priced at $492.85 and was purchased at a 30% discount.When the bag arrived, it was clear that it was not made of real leather and was constructed with noticeably poor-quality materials, inconsistent with the brand and description provided. This calls into question the authenticity of the item, despite The Real Reals guarantee of authentication.Upon contacting the company, I discovered that they maintain a strict "no returns" policy for handbags. However, my complaint is not simply a matter of buyers remorse - it concerns the misrepresentation of the product's authenticity and materials, which influenced my decision to purchase.I am requesting that The ********* offer a full refund and accept the return of the misrepresented item. Their failure to accurately represent products and their refusal to accept returns under these circumstances is, in my opinion, unethical and misleading to consumers.I am seeking your assistance in resolving this matter.Thank you for your attention.Sincerely,****** *****

  

  Business Response

  Date: 05/01/2025

  We are in touch with the client and working to resolve.