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.

close

Find a Location

The RealReal, Inc. has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The RealReal, Inc.

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

  
• 

  The RealReal

  35 Enterprise Ave N Secaucus, NJ 07094

• 

  TheRealReal

  8500 Melrose Ave West Hollywood, CA 90069-5145

• 

  The RealReal, Inc.

  1050 Potomac St NW Washington, DC 20007-3559

• 

  The RealReal, Inc.

  100 Cresent Court Dallas, TX 75201

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:08/10/2022

  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 purchased a pair of Christian ********** on sale for $192.50 plus shipping and taxes. They shoes supposedly shipped and got lost in transit and just stopped tracking. WEEKS after purchasing and four days after the package completely stopped tracking they finally returned my money, and now, days later, the EXACT pair of shoes is available for purchase on their site at full price. They cannot take someones money and just hold it hostage for weeks. This purchase that I never got put a strain on my credit, held up funds I needed and i forced to purchase something else for the event and caused me even further financial strain. Such a scam

  

  Business Response

  Date: 08/11/2022

  Refund back to Afterpay was issued as of 8/8/22. Please advise to reach out directly to afterpay for further assistance 

• Initial Complaint

  Date:08/10/2022

  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 consigned a fur coat 2/2/22. It never listed. I requested it returned to me to no avail. I have now reached out to them five times, once was in person in their Greenwich store. I keep getting the run around. I am repeatedly told they need 7 to 10 days to resolve. Nothing has been resolved. Each time they do not respond. The in person result was slightly different, they explained it would be shipped. Yet again, it did not arrive. That being said, I love the company and am frustrated that this end of the business has become so sloppy. The purchasing end is fantastic.

  

  Business Response

  Date: 08/19/2022

  We have reviewed recent contacts and see that we are in the process of resolving this matter.  

• Initial Complaint

  Date:08/08/2022

  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.

  Dear Better Business Bureau,I bought the ring set from The realreal on July 5th, 2022 and it didn't suit me so I returned the item with RMA887554266. I got the first email from The realreal on July 15th, 2022 saying that they have received the item and allowed them 3-5 business days to process the return. On July 21st, 2022, I got second email from The realreal saying that they received the item and allowed them 3-5 business to process the return. I waited for a week and did not get the refund so I called their customer service and they said that since it is fine jewelry, they would need to re-authenticate the item and it would take **** business days for a refund but they had escalated the issue with the warehouse. They told me that I'll receive my refund by Monday August 8th at the latest.Today is 16 business days (if you count from July 15th, 2022) and 12 business days (if you count from July 21st, 2022) and still did not receive my refund. I called customer service, they contacted the warehouse and said that they would need to re-authenticate the item and escalated the issue. I asked to talk to a a manager and was told that all three managers are busy but they would call me back but they never called me back.I would need the better business bureau to help me to resolve the issue. The realreal keeps giving me empty promises and refuses to give me the refund. I don't know why it took them so long to re-authenticate one item and I'm afraid that they may have lost the item and that is why they didn't give me the refund. Please contact them and ask them to give me a refund.I attached the first email that The realreal sent me on July 15th, 2022 for the RMA887554266 saying that they received the item.Best regards

  

  Business Response

  Date: 08/11/2022

  A refund was issued 8/9 back to the original form of payment 

  Customer Answer

  Date: 08/11/2022

  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:08/07/2022

  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 had a Real Real consultant come to my home ******************************* in March 2022 to sell my items. She never followed their protocol by taking pictures of my belongings and now they have lost them and they will not reimburse me for their mistake. I have tried multiple times to fix this issue myself and have gotten no were. I have emails on top of emails getting the same response. The one woman I actually got ahold of was fired after our call and I was unable to get ahold of anyone after this. They have over ***** worth of my belongings. I need help getting ahold of someone and I want the money they owe me. It says on their policy that if your items have been lost we will pay you the selling price. I will not let them get away with no consequence.

  

  Business Response

  Date: 08/23/2022

  We are sorry for the delays and have escalated your concerns.  A member of our team is reviewing the concerns outlined and will be in communication with an update with the next 48 hours. 

• Initial Complaint

  Date:08/06/2022

  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.

  Hello! The RealReal sells luxury consignment clothes, handbags, etc.. I ordered a ***** Microguccissima Leather Dome Bag bag on 7/15/22 for $996.48 in total, order number R708320458. The bag shipped quickly, but unfortunately when I opened it was a completely different item (a Louis ********* which was a different value, style, etc..I contacted customer service to return the bag and get the item I ordered (note: its consignment so they only have 1 one what you buy). After many contacts with no support, a CS agent called to say they needed the wrong back back before they could confirm if what I ordered was there or provide any resolution (Ex. Ship it or refund). I sent the wrong bag back, which they received on 6/29 (1Z2X812F2694175681). I continued to contact (text, email, calling) with hopes to get what Id ordered and each time theyd say someone would email or call me in 2-3 business days with a resolution. No one ever does and I am pretty sure the concern is not going anywhere with any intention to solve. I have still been charged, returned the wrong item, and not received what I had ordered almost a month later. I would still like what I ordered (and hope that is still possible), but if not or they arent able to resolve, Id like a refundand apology for this mess, but I know theyll just say rest assured, Im 2-3 business days

  

  Business Response

  Date: 08/11/2022

  As we were unable to locate the missing item,a refund of ****** as of 8/8. The shipping amount of $14.21 was missing from the original refund that has now been issued back to the original payment method as of 8/11.

• Initial Complaint

  Date:08/06/2022

  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 have tried to reach out to the company many times. They have over fifteen hundred dollars of my belongings that i have no update on. They are not responding to my request nore is the woman that sent me the shipping information. I have requested the video footage be looked at from June 24th at the *** store in *********************** to see what happened to the items i shipped to them from that store. Again i have tried to reach out many times with no response from ************************* email she used to send the label *****.*******@therealreal.com I believe ******* is her married name. I don't know what else to do beside take legal; action against her.

  

  Business Response

  Date: 08/23/2022

  Thank you for your continued patience.  at this time we see that we are currently working towards a resolution.  we expect a full resolution to be communicated with you within this week. 

   

  Thank you

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17682568
  It has been over two months and they will not give me back what the items are worth. 
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/07/2022

  It appears we did not meet your needs over the recent weeks.  On behalf of The RealReal we want to apologize for any of our short fallings.  We have escalated this to a higher level to help resolve this in a quick timely matter. 

   

  Thank you

• Initial Complaint

  Date:08/05/2022

  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 put my bag in their consignment. I bought that bag also from them for $800 and I never use it because its too big for me. After they sold the bag, they just sent me $99 for the price they share selling the bag. They said my bag is not in high price anymore. But actually the other ads that bag price is still the same around $700-$800. I asked my bag to return to me they rejected that, I asked more money or give me other bag, they rejected me. I sold that bag because I need money to pay my daughter tuition fee. Please help me ! Thank you

  

  Business Response

  Date: 08/15/2022

  Thank you for bringing your concerns to our attention.  we have a member of our team reevaluating your concerns and will be in touch with you directly to review options.  

  Customer Answer

  Date: 08/19/2022

   
  Complaint: 17680001
  
  I am rejecting this response because:they said that they will return the bag when the customer returning the bag. Until when I have to wait. How about if the customer didnt send back the bag and want to keep it. What did I get? Nothing. Please make sure I got the make sense price for my bag. $500/$600.
  
  Sincerely,
  
  Nessy Handayani

• Initial Complaint

  Date:08/05/2022

  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 purchased from this online retailer and received an item that looked similar but was smaller in size from what was advertised. I was scammed over $1,000.

  

  Business Response

  Date: 08/11/2022

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

  Thank you for contacting The RealReal.
  
  We apologize you received an item not as described and we will gladly accept the item for return.
  
  You will receive an email confirming the details of your request shortly, including full instructions for returning your item(s). Included in this email will be a pre-paid *** label that you can use to return your item(s). The automatically generated email states that you will be charged $12.95 if you choose to use the included label, but we have waived that fee for you.
  
  Please be aware it may take up to 5-7 business days for your return to be processed once it has been received in our warehouse. You will receive a confirmation email once the process has been completed.
  
  We apologize for the oversight on our part and for any inconvenience this may have caused. Please contact us if you have any questions.

  Best Regards,

  The RealReal
  
  

  Customer Answer

  Date: 08/11/2022

  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:08/05/2022

  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 returned an item and it was received on 7/27/2022. The email states that "Your return will be processed in 3-5 business days, and well email you as soon as your refund is complete." It has now been 7 business days and my return has not been completed. I reached out to customer service and spoke to an agent on 8/3 and was told to give it 2 more business days. It has now been 2 business days, 8/5, and the return is still not reflected. When I spoke to an agent today, they said that my return has been processed on their end, yet I have not received an email confirmation, nor has the status changed to return complete on my realreal account. Then I was told that there is a delay in my return because they need more time in the re-authentification process. However, why was I told the return was already processed. Which it? I need my return processed and refund completed immediately. I have been given wrong information on when it would be completed and no transparency into what is going on.

  

  Business Response

  Date: 08/10/2022

  We have reached out to the client to try to resolve.

• Initial Complaint

  Date:08/05/2022

  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 purchased a pair of 18k gold earrings (****** +***** shipping) they arrived with post broken. Called RealReal and was told they would give me a site credit of ***** if I wanted to keep but I said no. RealReal sent me a pre-paid return shipping label and I returned. I received on 7/26 an email confirming the return and I should receive a refund with in 3-5 business days. I called customer service today 8/5 because I still have not received a refund. **************** said they received but for some reason has not been scanned . I said at this point I wanted to speak with a supervisor because unfortunately this company's customer service is in India and the email the company back and forth in the States for answers. They would not allow. I said I wanted this matter resolved today however nothing was done. There is no follow through and am now waiting for RealReal supervisor to call to resolve .

  

  Business Response

  Date: 08/15/2022

  A full refund was issued as of 8/8 back to the original form of payment

  Customer Answer

  Date: 08/16/2022

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