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.

  100 Cresent Court Dallas, TX 75201

• 

  The RealReal, Inc.

  1441 Brickell Ave Ste 1014 Miami, FL 33131-3428

• 

  The RealReal

  35 Enterprise Ave N Secaucus, NJ 07094

• 

  The RealReal, Inc.

  80 Wooster St New York, NY 10012-4347

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:08/25/2022

  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 Aug 9, 2022, I purchased an enamel bracelet from theRealReal. Order #R322453001; The item I bought was an 18k gold and enamel bracelet. I received the bracelet and it is fine. I want to keep the bracelet. However, the valuation I received and posted on their website was for a different bracelet and not the one I purchased. The valuation was for an 18K gold bracelet with 60 diamonds. My bracelet has no diamonds so I know the value is not what was listed on their website. I would like a refund of the difference between the real value of my purchased bracelet and the one that was incorrectly listed. I have contacted customer service on numerous occasions - starting on 8/16 then 8/18, 8/19, 8/22, and then finally on 8/23. On 8/23 I asked to speak with a supervisor/manager and was told they would escalate the case to a supervisor and I would hear from them within 38 hours. It is over 48 hrs and I have heard nothing. I feel the valuation of my bracelet should be $300 or so. I paid almost $700 (which included a 20 percent off coupon).

  

  Business Response

  Date: 08/30/2022

  We have been in direct contact to resolve this matter. 

  Customer Answer

  Date: 09/03/2022

  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. While I am not happy with the result, I accept the $50 credit they gave me. It would be nice if it didn't expire instead of having a deadline of 10/31/22. I don't believe their valuation is correct but I have no way of refuting this claim. I think they majorly blew their valuation of the item I bought and are covering their behinds. It was their mistake - they had the valuation for a different item on the item I bought. It took way to long to resolve my issue. Time and again I would call and get the same answer - we forwarded to our warehouse and they will look into matter. No one wanted to speak on the phone for a very long. I asked to speak with a supervisor and was told the case had been escalated and someone would call me within 72 hours - NO ONE CALLED ME! It finally took me contacting the BBB to get any kind of "in the know" person to contact me - AND THIS WAS VIA EMAIL!!!!!! What it boils down to is they don't have a clue from one person to another on how to handle clients  - GOOD HELP IS HARD TO FIND THESE DAYS!!!! I hope future clients have better results. I appreciate the BBB stepping in for me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/25/2022

  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 made a purchase on TheRealReal on Sat Aug 21 for a total of $97. Most of the items were designated Final saleno returns. That is all good and fine IF the items were as described. One item in particular..a wool dress by ******* described in excellent conditionwith no visible flaws. Upon opening and inspecting, I noticed,almost immediately, two holes on the back. I contacted ******* said unfortunately,because it was a final sale,they couldnt return it. While on hold I continued to inspect the dress and found 2-3 more holes and the belt was coming unattached. The customer service rep finally came back and said they could return the item for site credit and asked me to check my email for a return label. I verified that I received the label and thanked him for his assistance. I was immediately disconnected from the chat and asked to fill out a survey. After looking at the return label, I noticed they were taking shipping out of my credit and actually, I was responsible for paying another $2.35 to return a dress that was full of holes..NOT the excellent condition it was described as. How is this my fault that TRR has deplorable quality control and hide behind Final sale verbiage when they in fact are performing Bait and Switch tactics? Upon further research I have found other complaints with the BBB. Something needs to be done about this companys completely unethical business practices. I wanted to warn anyone about shopping with TRR. They run big sales and label items not returnable when I believe they KNOW items are flawed. I did not pay a ton of money for this dress but that is not the point. They are continually advertising items incorrectly and taking hard working peoples money. They are crooks and need to be stopped!

  

  Business Response

  Date: 09/01/2022

  Thank you for contacting The RealReal.
  
  Our experts inspect each item carefully to guarantee quality, authenticity and condition. Each accepted item is categorized as Pristine, Excellent, Very Good or Good. Consigned items must be clean and wearable.   Please know that while we never like to hear that anyone is less than satisfied, we do appreciate knowing where we need to improve.  We have reached out to the client to resolve this matter.
  

  Customer Answer

  Date: 09/03/2022

  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:08/24/2022

  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 had sent my **** Spade bag into the Real the Real for them to sell - the bag was only 3 months old and in excellent condition - after I sent it in I had emailed them that I had a buyer so asked for my handbag back - they didn't respond until 3 days later stating it was sold and I would be getting $19! - the handbag cost me $145! - I contacted them and was told that they would increase my percentage - I received a check today for $14 - they mislead people and basically steal their belongings - I never would have given them that handbag to receive $14 - I could have given it to goodwill for that matter - please do something about this terrible company - thank you.

  

  Business Response

  Date: 09/02/2022

  We are very sorry to learn your item sold for less than what you expected.  We have assigned your concerns to one of our team members who will be in contact with you within the next 48 hours.  

   

  Please allow us some time to review and get back to you. 

   

  Best Regards, 

  Customer Answer

  Date: 09/03/2022

   
  Complaint: 17765646
  
  I am rejecting this response because:they only sent me an automated response 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/13/2022

  We have addressed the pricing concerns and confirmed a resolution to help resolve.

  Customer Answer

  Date: 09/13/2022

   
  Complaint: 17765646
  
  I am rejecting this response because:they gave me only credit to their *****
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/24/2022

  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.

  We sold a item with them in May 2022. They should have paid by check on June 15 2022. Even though we changed our address on their site in April 2022 and also contacted our rep about the address change they still sent the check to the wrong address. After 4 subsequent contacts and 4 promises to sent the due commission the time of the last promise has passed without payment. I do not know what to do to get them to make their promised payment. I hope this complaint prompts them to pay. Our solution is very simple, please pay us what they owe us, *****. the first reference number is ******* from late July, the second reference number is ******* from August 16th when they promised 3-5 business days.Thank you, ***********************

  

  Business Response

  Date: 08/31/2022

  We are very sorry it took multiple contacts to resolve this matter.  As of Friday August 27, 2022 the issue has been addressed.  Please be in touch with the direct rep if you have any additional discrepancies regarding this matter.

   

  Thank you

  Customer Answer

  Date: 09/02/2022

  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,
  
  ***********************

  Thank you for finally paying what you owe. Sad that after 4 contacts with untruthful promises to send check, it took a fifth contact and complaints to the BBB and ******** consumer protection to get what was due. Makes us very weary to do business with you again.
  

• Initial Complaint

  Date:08/24/2022

  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 BBB Please help me in resolving my issue with The RealReal ! This company took possession of my Golf le Fleur collectors sneakers and then returned back to me recently with designer sneakers box damaged i am unable to replace my item in the SAME collectors condition as when I handed it to LUXURY CONSIGNMENT MANAGER **** whos no longer with company during my white glove pickup appointment . **** saw my item in person & the pristine condition it was entirely in yet also took a photo during My Appointment my item didnt show any of these damages in July Consignment ID: ******* Received in consignment warehouse Jun 24, 2022 Items: 15 Condition was: Brand New with tags mint condition box- please note : These designer sneakers I own are no longer available on designers website dead stock. I reached out to this company to ask that my item be returned as the price they provided me with to sell my item less a 20% immediate discount offered to site buyers plus a 50% commission rate on their behalf that would be netting me an less then what I paid for these sneakers when I bought them few years ago and also unacceptable amount to my commission pay. Item was finally recently returned back to my possession after many emails , calls in and tickets submitted to sadly see them returned to me Damaged. This is unacceptable business practice , negligence and mishandling luxury items this company practices.I have waited patiently For The REALREAL to resolve my damaged issue and nothing has been resolved as of August 24,2022 I have all Records of calls , tickets and emails submitted & no follow up resolutions on anything. I will not wait anymore for any more so called departments to investigate that leads to nothing I need resolutions as I trusted my brand new designer item to This is business, its unacceptable business practice , negligence and mishandling of luxury items. I am seeking resolution seeking payout $475 replacement market value. **************

  

  Business Response

  Date: 09/01/2022

  We are working to address both this concern as well as claim number 17749109.  Both concerns have been assigned to one of our team members who is working directly to help resolve these matters

  Customer Answer

  Date: 09/02/2022

   
  Complaint: 17761771
  
  I am rejecting this response because:
  The REALREAL company reached out to me via email on 9/1/22 offering to pay me a very low unacceptable payment for my brand NEW Gold collectors ring they deemed as lost in their possession! The comparison market place they used to determine a replacement price is irrelevant as on ****** prices change hourly and daily and thats before item is even authenticated, my lost ring had been authenticated by The REALREAL Mens size 8.5 in Gold the appreciation value and rarity is being dismissed in an attempt to settle this quickly by this company. I rejected this low offered amount and I ask the BBB to assist me with this issue that not only has caused me the loss of my luxury item as well as months of extreme stress, lost wages incurred with countless hours spent making calls , sending emails & submitting tickets of which I have kept logs of. Please help me ! I trusted The REALREAL with my Collectors Gold ring, now deemed lost due to mishandling/negligence and bad business practices. 
  
  Sincerely,
  
  *********************
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/06/2022

  We are working closely to address this matter. We anticipate a full resolution for these shoes within the next 1-2 weeks from the date we receive them back. 

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17761771
  
  I am rejecting this response because: Afer many emails sent and and received in the last 10 days from this company , I finally received a response asking me to send the damaged item back to THE REALREAL of which I have shipped per their request via *** on 09/02/2022 return tracking number #1Z2F173E9015823205 containing my  damaged Designer Golf Le Fleur sneakers. I received email from The RealReal stating i would be receiving a pay out $250.00 no later then 1 week from date of shipment being received by THE REALREAL.

  I am asking the BBB to help me in recovering the payout of $250.00 promised to me in the promised time.

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/23/2022

  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 was strung along for more than ******************************************************************************************** that I never got back. I was told multiple times it had shipped, I have called and emailed and texted multiple times over the last few months to no avail. They finally said they have lost the item, but instead of refunding me the amount of the bag, they are saying they will only give me half the value of what it would have sold for.

  

  Business Response

  Date: 08/31/2022

  We ar sorry to learn you have nor received your item.  After reviewing the account it appears that we have a member of our team actively communicating with you to address your concerns.  

• Initial Complaint

  Date:08/22/2022

  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'm writing in hopes of getting a timely resolution from this company regarding a wedding band that I consigned with them in December 2021 and asked to have shipped back to me in June, when I received the wrong item and have since heard no response. I believe the company has either lost or sold my ring in error. I would like for the company to either return the original item to me or issue a refund for the lost/sold item. My wedding band is rose gold and sized at 6.5, and what I received in the mail was yellow gold sized at 5.5. In January I had emailed my rep to say that I noticed my ring was listed at the wrong size on the site and asked if she can direct me to who to contact to fix it; I got no response. On Feb. 15 I got an automated email abouta price reduction for my ring. I checked the website and saw that my same band listed at a different size has recently sold, and contact the texting service to ask if someone can please adjust the size posting for my item on the website.In May I saw that my ring was listed as yellow gold with the updated sizing. I reached out to correct the listing via text but it was not adjusted. In June I checked on my ring again and now see that it is no longer listed for sale on the site. I called customer service and was told this happens periodically; by now I'm frustrated and I ask if they can just send it back to me. I receive a ring in the mail and when I open it I see that it is not my ring: this one is yellow gold, sized at 5.5.I called The RealReal to explain the wrong item was sent to me and I needed to send it back. Was placed on hold for 20+ minutes before being hung up on. I called back and rep I spoke to said she would email a return shipping label; I never receive it. Call again the following week and finally get the label and send my item the next day, July 16. It is now August 22 and I have not been contacted by The RealReal about the status of this ring or any refund.

  

  Business Response

  Date: 08/31/2022

  We are sorry to learn about your recent experience.  A member of our leadership team will be in contact with you to address concerned outlined. 

  Customer Answer

  Date: 09/05/2022

  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:08/22/2022

  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 decided to consigned with these scammers and These crooks sold a pair of balenciaga rubber slides that was in excellent condition..yes designer items for $175.00 and only paid me $58 . After numerous calls they have yet to pay me the remaining amount that is owed to me. Everytime I call I get a different answer and have to use profanity at their employees because I'm tired of the lies. I will be contacting the attorney General as well.

  

  Business Response

  Date: 08/30/2022

  Thank you for choosing The RealReal.  We are sorry to learn that your item was not listed at the expected price.  We strive to price according to the ****et value as well as sell the items within 30 days of it being listed.  Though we missed the **** on your item, we have since been in contact with you to provide a solution.  

• Initial Complaint

  Date:08/21/2022

  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.

  Dear BBB,Please help me with an issue I am having with the REALREAL company. I had a white glove pickup at my home in June where **** (consignment manager) picked up my collectors gold ring, along with other items for consignment. Since then, Ive had nothing but issues and stress with the company giving me the run around and today receiving notice from the REALREAL stating that they misplaced my irreplaceable collectors gold ring. Here quoted is an email I sent to the company:I have patiently waited since early June 2022 . For The RealReal to "Handle" Internal teams to investigate & "requests submitted" and "tickets" regarding my Supreme * Jostens Gold Collectors Ring - without any resolution and now i find out my ring is lost? Like I mentioned I'm demanding a payout of $11,100 for negligence and mishandling.After finding out via email that my ring has been deemed unable to locate / lost I replied to the REALREAL that I demanded this payout and that I would be reporting this to the BBB. This is not the first time this has happened to me when working with this unprofessional company and poor handling abilities. I hope that the BBB can help me with this issue and investigate this companies legitimacy.

  

  Business Response

  Date: 08/30/2022

  Thank you for choosing The RealReal as your consigning partner.  We have a member of our team reviewing this matter and will be incontact with you directly

   

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17749109
  
  I am rejecting this response because: I have waited patiently for the REALREAL with the same automated response stating some unknown department is looking into it promising of resolution due to this companies mishandling of my luxury item & negligence to this day I still have not received a solid & final answer with satisfactory resolution to this matter. 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 09/06/2022

  We have been in close communication to get to a resolution as recent as 9/5/2022.  Though the resolution is not complete we are working to address all concerns outlined in this claim. 

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17749109
  
  I am rejecting this response because:
  The REALREAL company reached out to me via email on 9/1/22 offering to pay me a very low unacceptable payment of $575 for my brand NEW Gold collectors ring they deemed as LOST in their possession! The comparison market place they used to determine a replacement price is irrelevant as on ****** prices change hourly and daily and thats before item is even authenticated, my lost ring had been authenticated by The REALREAL Mens size 8.5 in Gold the appreciation value and collectors rarity is being dismissed in an attempt to settle this quickly and at a very low low price by this company. I rejected this low offered amount and I ask the BBB to assist me with this issue that not only has caused me the loss of my luxury item as well as months of extreme stress, lost wages incurred with countless hours spent making calls , sending emails & submitting tickets of which I have kept logs of.

  Please help me ! I trusted The REALREAL with my Collectors Gold ring, now deemed lost due to mishandling/negligence and bad business practices. i have attached email received and also shown below from the realreal and my response to their low offer.

  RECEIVED PROPOSED RESOLUTION/OFFER:

  **************** (The RealReal)
  Sep 1, 2022, 4:35 PM PDT
  Hello *****,
   
  I understand the disappointment in the price that we have provided, but this item is still available for purchase for a similar price. We cannot honor a buyout for 18x the retail value of $598.
   
  The pricing of $575 is accurate for this type of item.
   
  I will be back in touch with you once the buyout has been completed.
   
  Best,
  ****************
  Sr. Client Services Specialist
  The RealReal

  RESPONSE TO THE REALREAL RESOLUTION OFFER DECLINED

  I will NOT accept $575 for my LOST gold collectors ring that is way below what I originally paid for this item plus tax and shipping as well as the appreciation value increase of collectors rarity.Pricing on ****** changes every hour and daily therefore basing your offered price is an irrelevant comparison.Ebay has listed for $1,000 in a (smaller size and Mercari $925 also in smaller size) I am not negotiating back and forth this payout by The REAREAL of my luxury item. I mentioned in my report to The BBB and I mention here again that I'm demanding a payout of close to $11,100 for my Gold ring size 8.5 LOST due to negligence and mishandling .  If we cannot resolve this amicably and in a mutual agreement , I will have to seek legal recourse not only seeking appreciation value as well as my time and wages lost in phone calls, submitting tickets , emails , reports to BBB and more !I have kept all records and time this issue has incurred

  
  Sincerely,
  
  *********************
  
  

• Initial Complaint

  Date:08/21/2022

  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.

  June 2022 I sent a ******* *********************** pendant to TheRealReal for consignment sale along with the original blue ******* pouch. The blue pouch is old and faded but it's provenance for the pendant. They returned the pendant on June 2022, rolling loose in a box and NO pouch. They either kept it or lost it. I have emailed them at least 15 times. They told me they would compensate me somehow by August 15, 2022. I've checked my sales page, they have done nothing. The agent who encouraged me to consign for months, ***************************, has disappeared, she does not answer her phone. Every time they do email me back, it's a canned response from a different agent. Below is the email I sent when the pendant came back::*****, My pendant came back. I sent it to TRR in a plastic bag with anti-tarnish and in a maroon bag, along with the blue ******* pouch folded underneath. I had a note on the ******* pouch that explained it was so faded and sad because I had washed it. TRR just threw everything in the box - not using the plastic bag, no explanation of any kind - and kept my blue ******* pouch. You people stole my pouch. I want it back.I don't care if TRR couldn't authenticate it, or didn't want to. I don't want to do business with you. Return my old blue ******* pouch or expect the most scalding online review ever. ************************* I don't understand how they can just keep items sent for consignment. That's stealing.Thank you.*************************

  

  Business Response

  Date: 08/30/2022

  We are deeply sorry for the delay in resolution.  We have a member of our team reviewing this matter and will be in contact with you within the next 24 hours.