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.
- 591 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered and item and received a fake purse. As per website the item is real and authentic! All the sales are final so they will not accept any return or refund. I want to return this fake purse and get my money back.
Business Response
Date: 08/26/2022
We have reached out to the client to work to resolve the issue.Initial Complaint
Date:08/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I received an email from The RealReal stating that they are anxious to do business with me again as my previous items were sold. I have NEVER done business with them and asked them to advise what items I had sold. They sent me a list of 6-7 items. NONE, I ever owned. I emailed them again and told them that they had the wrong person and asked them what address did they send my check to as I am concerned that this is identity theft and I want to as much information as possible from them. I have NOT heard from them after sending many emails requesting the information in order for me to ascertain if there was identity theft (they had my correct email).What is my next step as I am not receiving any responses?Thank you.Business Response
Date: 08/26/2022
We are in the process of reviewing this matter internally. Once we have a conclusion we will be in contact with the client.Customer Answer
Date: 10/04/2022
Complaint: 17729269
I am rejecting this response because:I have sent several emails regarding this matter and possible stolen identity and their response is we are looking into this matter. This has been going on since August. How long does it take to answer my questions?
********************************************Business Response
Date: 10/05/2022
This account hasn't been used in over 2 years. The client
the last consignment listed was 6 items back in 2013. Due to the age of the information there are no further steps we can take.
Customer Answer
Date: 10/06/2022
Complaint: 17729269
I am rejecting this response because:
I never did business with REALREAL!! They wrote to me ( I have copies of email) if I wanted to do business again I wrote to them what products did I sell to them and they listed several items I NEVER owned the items they listed I asked them how they have my personal information, etc and they replied they would get back to me and never responded This concerns me regarding identity theft********************************************
Initial Complaint
Date:08/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 26th, I dropped off 7 items worth over 2000$ with TheRealReal Store In Soho ******** For Listing on thier site. The items include one red balenciaga track sneaker men size 8, one men blue/white track sneaker size 11, one light blue track sneaker size 7, one black balenciaga slides size 10, one blue double b logo balenciaga hat, and 2 off white shirts. It has now been 3 weeks since then and not a single one of the items I mentioned are being reflected in my sales page. Multiple ***** ******* instagram DMs later and here I am with no money back on my investment with this scam of a company, or my items. They will say they dont see any items under my account @********************** because thier processing wont even show they received them because I dropped them off in person. I was an idiot to even use thier site after so many complaints but I took the risk. Now I just want either my money for these items or the items itself so I never have to look at thier terrible website ever again in my life.Business Response
Date: 08/24/2022
We are very sorry to learn of the troubles you encountered. We are pleased to confirm that a member of our team has since been in contact with you to fully address what is outlined. Items accepted have been listed on our site. Please work back with your assigned representative should you have any further concerns regarding these 7 items.Initial Complaint
Date:08/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I originally purchased a handbag from The RealReal, they sent me a completely different handbag and did not want to allow me to return the bag, they did agree to allow me to return the bag then wanted to only give site credit, I opened a case with my credit card company ( the bag was over $700) so now they have frozen my account which has a $360 credit on it, they say they froze my account because I opened a dispute with my discover card, and they say I have to drop the dispute ( which has already been resolved ) they refused to release my credit so I am unsure who to turn to on this matterBusiness Response
Date: 08/22/2022
This complaint was resolved as of 7/27Initial Complaint
Date:08/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was sold two counterfeit designer handbags. Both were advertised as guaranteed authentic. I attempted to contact customer support and was denied my request to return these items due to "final sale" policy, however, the items were not authentic as advertised. I am seeking a full refund and will gladly return both bags.Business Response
Date: 08/22/2022
Please provide the email that was used to purchase this order as well as the order number for us to better assist with this complaint.Initial Complaint
Date:08/14/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was advised by The Real Real employee I would receive a $100 credit for sending in at least 10 items are successfully processed. I had 10 items successfully processed and received a text message an email from the employee indicating I would received that $100 credit and The Real Real advised she was wrong and would not honor their employees contract. Next I received an email for a sale on an item in the email and when I went to the website the price was higher. I contacted The Real Real to find out why and I was advised the sale actually did not start until the next day and again they would not honor the contract. I have screenshots and proof of all emails and texts messages and of course they have the chat messages as well.Business Response
Date: 08/23/2022
Thank you for consigning with The RealReal. we have a member of out team reviewing your account to confirm. all qualifications were met. We will contact you directly to provide additional details within the next 24 hours.
Thank you
Initial Complaint
Date:08/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
For the second time, I have consigned a valuable item to The Real Real and the item has been either lost or stolen. To compound matters, I have had to make multiple phone calls to customer service to try to get resolution to the matter. I am a long-time consignor and can say that The ***************** has deteriorated. The first item was a new ***** de la ***** dress -- the most recent item, a ***************************** band, was consigned in late May and the matter is STILL not resolved. I am supposed to receive 75% of the amount that The Real Real valuation department puts on the item. After they finally acknowledged the loss of the ring, they marked it "SOLD" in my account but have failed to list any dollar amount that I am owed. By backing into a total account number, I have determined they are planning to pay LESS than the agreed 75%. This is unacceptable customer service and a complete failure on their part to pay what they are contracted to pay me. I have the valuation document that The Real Real sent to me -- and they are not honoring the contract.Business Response
Date: 08/19/2022
We are very appreciative of your patience while we review this matter. A member of our team will be in contact with you within the next 48 hours to review and address all concerns that are outlined.
Thank you
Customer Answer
Date: 08/20/2022
Complaint: 17707521
I am rejecting this response because: this is possibly the tenth time that The Real Real has written that they will address the matter and they never do. The problem remains -- visible in my account on their website.
Sincerely,
***********************Initial Complaint
Date:08/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I returned item WRAGB406637 on order R802411416 back in May and provided tracking numbers numerous times.I was told that your LP/warehouse did not find it. I asked for the proof/tape. Was told tapes are internal. Please explain why it's ok to think that customer is lying and your warehouse is correct without providing any proof!I then asked for escalation and was assured that I would be contacted by a manager! Nothing. I attempted many more times, and would never file a complaint if anyone bothered to contact me. I emailed ******* (sr *** half a dozen times with no response! Completely unacceptable!I love the site and have been a consignor and buyer since 2014 and want to continue doing business with you, but your customer service is a joke! This is more about customer service attitude and lack of service than $$$Business Response
Date: 08/26/2022
We have reached out to the client to work to resolve this issue.Initial Complaint
Date:08/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello,On July 25, *********************************************************************** a size 6. The cost of the shoes was $116.00, and the shipping was $37.00 USD. The order number was R226838788.When the order arrived I paid $24.73 CAN in customs duties/taxes as was expected, as the goods were crossing international boundaries.I was disappointed to find that instead of sending me a size 6 as I ordered, they sent me a size 9.I immediately contacted the company to alert them they had sent me the wrong item and that I would be making a return. I also wanted to be reimbursed for the original shipping charges as well as the customs duties because they had made an error. This is not an example of me not liking an item, or something not fitting, but the company sent me something I did not order. I had to email and use their online chat platform multiple times to no avail. The whole process spanned several days and took hours of my time. None of the people I spoke with apologized or acknowledged that they had sent the wrong item, and they did not seem to understand that it should not be incumbent on a customer to pay any associated charges for being sent an incorrect item. I tried to explain this at length but it fell on deaf ears.It seems they think I was disputing the customs charges, but I was not - I totally understand paying customs on a product I ordered, but not for something I did not order!They did pay for return shipping charges, and will refund me for the cost of the product; however, I am asking them to also pay for the original shipping charges of $37 USD as well as the customs duties, which are equivalent to $19 USD for a total of $56 USD. I would accept this as a refund on my credit card or a store credit.I own a store, and had I mistakenly sent a customer the incorrect item, I would not hesitate to refund them for all shipping (both ways) and customs charges because it was my error!I hope that you can help me resolve this.*****Business Response
Date: 08/26/2022
We have reached out to the client to work to resolve this issue.Initial Complaint
Date:08/11/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I met with a consignment specialist for The Real Real (TRR) to discuss consigning several items, including a gold Bvlgari watch. After being assured that the watch was not eligible for discounts without my express authorization, I agreed to consign the watch through TRR. The watch was listed on their site, discounted 20%, and then sold. I never authorized the discount. I tried to resolve the matter by contacting the consignment specialist with whom I met and then customer service, and was told that the watch was not a "price approval item." I've attached the email. I was not unaware. I agreed that other items I consigned in the same batch of items could be discounted. When I responded, sending the the consignment estimate pointing this out, I received no response. I sent several follow up emails and again received no response. I have attached the consignment estimate here, which reflects that I was advised the watch would be excluded from discounts. I would like my commission on the full undiscounted price of the watch, not the sales price, which would result in an additional payment of $845.75. For reference, the item number is #BUL47640.Business Response
Date: 08/19/2022
We are sorry to learn that your item sold at a lesser cost than what you were expecting. We are in the process of reviewing and will be in contact with you within the next 48 hours
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