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. has 11 locations, listed below.

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  The RealReal, Inc.

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

  
• 

  The RealReal

  35 Enterprise Ave N Secaucus, NJ 07094

• 

  The RealReal, Inc.

  100 Cresent Court Dallas, TX 75201

• 

  The RealReal, Inc.

  1441 Brickell Ave Ste 1014 Miami, FL 33131-3428

• 

  TheRealReal

  8500 Melrose Ave West Hollywood, CA 90069-5145

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:08/20/2022

  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 sent a *********************** ring for consignment. Their policy is that it would be reviewed and listed for sale in 2-3 weeks. I had to follow up at the 5 week ***** and 6 week **** for updates. At week 7, I got an email saying it was a fake and was being sequestered. I demanded a picture be sent, and it does not look like the ring I sent in. I can not get my ring back, and I dont believe the picture sent to me is of my ring. I am concerned about the chain of custody, my actual ring, and I want it returned. It is authentic and I find it convenient that at 7 weeks, it was deemed a fake and unreturnable. It says shipped back but an email was sent saying it was sequestered.

  

  Business Response

  Date: 08/30/2022

  This is currently being reviewed. Proof of purchase and authenticity  has been requested.  Once we have this information we will further review.  

• Initial Complaint

  Date:08/20/2022

  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.

  I consigned a Balenciaga top back in June which was received by The Real Real (as documented by shipment tracking). After swiftly rejecting my top for consignment, they have continued to keep the top & have ignored my requests for it to be returned back to me. The designer top is worth hundreds of dollars, & every time I contact their customer service I am blown off & told to wait. Now I have been waiting for over two months. At this point I believe they stole this item or sold it without paying me. I also consigned another designer Suboo dress, which has also mysteriously gone missing & was never added to my account even though the tracking shows they received the designer item. The Real Real has been unresponsive & I have caught their customer service lying to me multiple times when they promised to make an urgent investigation with a 24 hour follow up & then no one bothered to contact me. I have been contacting their customer service team everyday for three weeks now & no one is able to help me.

  

  Business Response

  Date: 09/05/2022

  We are very sorry to learn about your recent experience.  We see that a member of our team has been working to help resolve this matter since submitting the outlined concern.  please review your My Sales page for updates on your item

• Initial Complaint

  Date:08/19/2022

  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 placed an online order directly through TheRealReal website using Affirm as my payment method. Affirm took $656.52 out of my bank account for my order. However, TheRealReal is refusing to redo the order or refund it because they say they cant find it. I provided them with a screenshot and they said they cant refund based on a screenshot.

  

  Business Response

  Date: 08/26/2022

  We have reached out to the client for additional information in order for us to further investigate.

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17745350
  
  I am rejecting this response because:
  1. They had the ***** to increase the price of the item the very next day!
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/19/2022

  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 contacted the Real Real about consigning an item of mine with them. They reached out to me, set up a zoom meeting and walked me through all the steps on how the process works. I moved forward and set up a pick up date so they could come get my handbag for consignment. My handbag was picked up by a gentleman from The Real Real on 6/2/22. They said it would take a few weeks to get back to me but I didn't hear back from them at all. By mid-July I got worried so I reached out via txt and then a phone call. I have spoken and txt with 3 different representatives (******, ****** and the one I txt with I don't have their name) and they all said they would escalate the case and someone would get back to me and they would compensate me for my lost handbag. I have NOT heard back from a single person. I have 2 reference numbers re this case and I am still waiting for a response.

  

  Business Response

  Date: 09/05/2022

  Thank you for choosing The RealReal.  We are deeply sorry to learn that your item never made it to our site.  This is not the experience we hope for our client and we will do what we can to help turn this experience around.  A member of our team has been assigned to your concerns and will be in touch with you directly to address your concerns. 

   

  Thank you

• Initial Complaint

  Date:08/19/2022

  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 sold many items with the real real. They took the high value items from my home to their offices. They sent back ******************************************************** transit. This is likely because they have less than a days notice they were arriving to my home, while I was mid vacation in *****. All 30 high value items went missing, averaging anywhere from $40-$300 an item. They can collect insurance on this but I can do nothing.I spoke to a representative in May who assured me not to worry they would assess the value of all 30 items and send me money back for the loss. I have this in email. I have followed up many times in the last 3 months and it seems this is just what they say to buy time, they have no intention of making it right, and they repeat this with many sellers who have the same experience. I want the company to send me the value of the items as they stated they would

  

  Business Response

  Date: 09/05/2022

  We are very sorry to see that your concerns were not addressed.  We have reassigned your concerns and escalated them to ensure a resolution quickly.  Please allow 24 hours and a member of our team will reach out to you with an update. 

   

   

• Initial Complaint

  Date:08/19/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent items to The Real Real to sell, once sold I saw on my profile my total profits realizing they take half which is a rip off. My main concern is I have not received my payment and its almost two weeks since they sold. My bank is always reliable and I have always been paid on time for things, The Real Real has yet to do so and Im drowning in my bills. I would like to be paid what I was promise and an additional payment. I unfortunately am unemployed and relied on my profits to cover my bills, its been weeks and Im in need of that payment and feel an addition amount should be given. Also, The Real Real is starting to revive the reputation of horrible commission, that needs to be review since it does not help the sellers. I have included pictures of my items, the retail prices and what was sold for. As well as how much I made

  

  Business Response

  Date: 08/30/2022

  Thank you for choosing The RealReal as your consignment platform.  The items outlined recently sold in August.  We have included information on when to expect payment to help best assist. 

   

  (vi) Payments. We typically begin processing Commission payments on the 15th day of every month for sales of Consigned Property that occurred during the previous month. For example, payments processed on April 15th would cover the sales period from March 1 through March 31. Payments will be made to You by direct deposit, in the form of Site credit, by physical check or, another payment method mutually acceptable to You and Us. Should You choose to receive payment by paper check, You may, in our sole discretion, be charged a processing fee.

   

  please see consignor terms for more details https://www.therealreal.com/consignor_terms

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17742930
  
  I am rejecting this response is because: It has been over a MONTH and I still haven't received the payment and my concerns about the pricing of my items were ignored. 
  
  Sincerely,
  
  Cimone Pray

  

  Business Response

  Date: 09/02/2022

  Items sold in August and will be paid out on time on September 15, 2022. 

  Customer Answer

  Date: 09/06/2022

   
  Complaint: 17742930
  
  I am rejecting this response is because: The payout I accept but why str my concerns towards pricing being ignored? I provided pictures. 
  
  Sincerely,
  
  Cimone Pray

• Initial Complaint

  Date:08/18/2022

  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.

  Therealreal didnt accept my mother denim clothing so they returned the package without notifying me. They claim that it was delivered to my apt on 8/2/2022 and signed by someone named *****. I couldnt find that person and my front desk claims that they didnt receive the package under pagan. Id like the item to be reimbursed. All of the mother denim items were new items

  

  Business Response

  Date: 09/02/2022

  Thank you for your patience.  We see that you have contacted us regarding this matter before, and we are very sorry to see that we did nto resolve at that time.  We have assigned your task to one of our team members who will be in contact with you to address the concerns outlined. 

• Initial Complaint

  Date:08/18/2022

  Type:Delivery 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 an order on 8/13 for a pair of ********************* sandals order number R613508827 the order total was over ****** it was placed on a Saturday 8/13/2022 and usually in the past orders were sent out either that following Monday or Tuesday. I called **************** on Monday to confirm this and they said yes they were in picked status and we definitely go out 8/15/2022. There is usually a confirmation email with tracking number sent to me but I didnt receive it as promised. I have called every day since and all the agent can do is repeat the same information that it will be sent out today and have no worries. Each day I have sent an email to customer service which pushes out a response to ***** hours and I have received no return calls. A priority email was sent to the warehouse in ******* where the shoes are located and they have not responded either it had been a week and no communication other than what I e initiated on my end I want what was promised and what I ordered and dont want anyone else to experience this level of just unacceptable customer service or care from a business.

• Initial Complaint

  Date:08/18/2022

  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 purchased a necklace from The Real Real on 12/8/20 and never wore it. As such, and still in pristine condition, I brought it to The Real Real for consignment. The company informed that they were rejecting the item because it could not be authenticated. I responded with the original order number, R478367445 and the date of the order. The corresponding information, along with a photo, description and valuation of the item is active in the company's database and shows on my customer dashboard, but they didn't bother to look it up. Instead, they replied that the item was shipped back to me. I contacted the company via chat twice, and spent ~30 minutes in the process. I was told that somebody would follow up today. Today brought a chain of emails, to which the final response was that somebody would get back to me in 7-9 business days. That is totally unacceptable.

  

  Business Response

  Date: 09/02/2022

  Your claim has been assigned to one of our team members.  We will be in contact with you to ensure a full resolution. 

  Customer Answer

  Date: 09/03/2022

   
  Complaint: 17732699
  
  I am rejecting this response because:I received a message from The Real Real stating they were sending the item back to me and that I can resubmit for consignment. There was no accommodation for all the time I spent having to deal with their errors and failure to reference the proof of purchase (order number in their system) previously provided. Moreover, they sold me what was said to be an authenticated item that they subsequently rejected because they could not authenticate it. This is a problem. I previously stated the resolution I was willing to accept full price (no commission deducted) on the value of the item per the valuations report.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/06/2022

  We are very sorry to see that our last resolution did not meet your needs.  We will be reaching out to help address any outstanding concerns. 

• Initial Complaint

  Date:08/18/2022

  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 have taken my designer clothing to the RealReal Consignment Store on *********** in ** and was not provided with the list of items accepted nor the prices that my merchandise would be sold for. All of my clothing was very carefully inspected and checked with Company's website to be most desirable and very likely to be sold. Only highest fashion designers are accepted there! My merchandised was immediately shipped to a different State to be verified to be genuine. Few days later I was informed that my Jacket by ************* was sold for $17 after they have applied 20% discount to their client. When I have questioned their actions, I was asked to submit a request to be reimburse to a better price and when I did - they have never gotten back to me. I have requested in writing for all of my merchandise to be immediately returned to me and not to sell any more of my clothing. Few days later, I have also received a notification that another item was sold for pennies on the Dollar. I have received a small portion of my merchandise back and they were jammed into a small fabric back and all of my designer clothes have looked like rugs. When I have approached this company and expressed my concerns to them along with pictures of my clothes - they have asked me to send them the bill for the professional ironing of my clothes and I did. I have never heard back from them again. So, I have never received any money from RealReal and I cannot get my clothing back. I was told that it would take 30 days to get my merchandise back but it had been almost two months. Please help me to get my staff back!! I have taken my other merchandise to three other consignment companies and they have been paying me at least $80 per item in average and dozen of items have been sold. RealReal in not fare and obviously looking out for their own interest and probably sold my clothing for a different price or kept it to themself. PLEASE HELP!! Was not able to sign in to site due to wrong DOB.

  

  Business Response

  Date: 09/02/2022

  We are very sorry to see your ongoing concerns.  We have assigned your case to one of our team members who will be in contact with you to address your concerns.  Please allow 48 hours for a response.  

   

  Thank you