Business Profile

Ecommerce

The RealReal, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

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

2,027 total complaints in the last 3 years.
595 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/04/2022
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 was not disclosed information about the bag I ordered. It is broken and now I have to take it into a leather shop when it was described as very well condition. Its absolutely ridiculous and Im scared to use this bag because of the poor condition it is in
Business Response
Date: 08/11/2022
On 8/4 a $45.90 credit back to the original form of payment for the repair cost of this item.
Initial Complaint
Date:08/03/2022
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 sent approximately 23 items to be sold several months ago. After I saw how low they priced all of my expensive designer items, and after they sold my $1800 Missoni dress for only $155, (to which I am supposedly only getting $78 commission), I emailed them to tell them to return all of my items to me and to take my items off their website. I sent dozens of emails for 2 months requesting they return my items asap. No response. In fact, despite my instructions to return all, they continued to sell my items and even worse discounted them 20% more! I tried setting up a call with a rep. I received a text that someone would call within 48 hours. But no one called. Worse customer service ever and a scam company. They had no right continuing to sell my items when I told them to return all! Most of which were brand new high end designer pieces with tags on them. I would have preferred to have kept my items vs selling for little to nothing. They ignored my repeated requests to get all back. Finally after almost 2 months, they sent some of my items back, but continued selling other items of mine. I told them that I expect to receive the full sales price for all items sold because they did not have the authority to sell my items after I requested all to be returned to me. No response back. In fact, my expensive Cavalli blouse that sold after I told them to remove my items from their site, was returned by a customer, and it now shows on TRR site that they are relisting it, despite my telling them to return it to me! This company is unbelievable how they rip off their consigners.
Business Response
Date: 08/12/2022
We are in the process of reviewing the outlined concerns and will be in contact with you directly to address your concerns.
Customer Answer
Date: 09/27/2022
I am following up to let you know that RealReal has not completely fulfilled their monetary promises to me, nor have they given me any extra compensation after selling my expensive items without my approval or authorization, even though I told them to return all and to take my items off their website. Which they never did.

And despite my sending numerous emails telling them to return all my items to me and instructing them to take my items off their website, they never responded back to me until months later after I reached out to BBB. So several other items of mine sold for minuscule amounts, which made me mad.

They had no right continuing to sell my items when I sent them dozens of emails telling them how upset I was that they priced my super expensive brand new items so low, and that I wanted all returned to me! To make matters worse, besides not responding back to my emails and keeping my items on their website despite all the emails I sent them telling them to take my items of their website, they then discounted the already super low prices they put on my items by an additional 20%. Example. My Missoni dress that I paid $1800 for, that was new, they priced at $155 and then reduced it immediately by 20%. I think the commisision they wanted to pay me was around $50! And there was a brand new ***** blouse with tags on it that I paid close to $500 for that sold for $60 and my commission was $18! I was furious! I would have kept these items. Same with the brand new $1000 Cinq de Sept dress with tags that they sold of mine.

BBB needs to stop the Realreal! It is a scam company that rips off their consigners. I sent you the article that ** times wrote about them. Many consigners have been ripped off and are upset with realreal.

The Realreal agreed to deposit $500 in Aug. for money owed for the sale of the 3 items. Which they didnt do. They then deposited $390 on 9-2 and then $97.50 on ****. Which equals $487.50. So they still owe me $12.50. How crazy that I have to keep chasing them for the money that they agreed to give me, even though its such a small amount. I sent you you the emails from Realreal that stated that $500 was going to be deposited in my account on Aug 26, but wasnt. Of note: I will not pay any return shipping fees for my items!!! Because they are a scam company and under price items just to sell a lot in order to make money. Read the ** times article I sent you which proves this.

Plus, they also owe me additional money for compensation for selling my brand new expensive items after I repeatedly told them to take my items off their website and to return all to me. They had no right or authorization to sell my items, especially because I instructed them to take my items off their website. I can send bbb copies of the dozens of emails I sent! I would have kept these pieces instead of selling them for peanuts. The value of the 3 pieces that they sold equaled over $3500 with tax. So the above $500 payoff for sold price is not enough. I want realreal to pay me an additional $1000 for selling my brand new items without my approval in order to compensate me for their bad customer service and for selling my items despite my telling them not to.

So money still owed to me from Realreal is $12.50 plus $1000. Total $1,012.50 needs to be deposited.
Business Response
Date: 10/10/2022
We have been in recent communication to work towards resolving this matter
Initial Complaint
Date:08/02/2022
Type:Order 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 6/18/22, I sent a *** box of 19 designer clothing items for consignment to luxury consignment company, The RealReal. Per the instructions of my "luxury specialist" ***************************, I texted her a list of these items for approval, and enclosed a paper list in the box. The box was received by the company on 6/25/22, but at no point did I ever receive the packaging list referred to in the texts (please see texts between **************** and myself attached, and some missing item photos attached). Only 5 of my items were ever listed for sale on The RealReal's (TRR's) website. The remaining 14 were "lost" by TRR, by their own admission. I have since discovered this has happened to hundreds of other consigners. TRR loses many consigners' items and attempts to avoid paying for these losses. Despite numerous attempts to reach both *************************** (MG) and the reps assigned to investigating this loss, I have heard nothing from MG since 6/30. All contact with TRR has been initiated by me, and all TRR responses have consisted of the company advising me that they are "looking into" where my items are and "will get back to me shortly" - sometimes the time frame is "within 3 to 5 days" or "within 7 to 10 days." My previous chats with the reps on the website chat feature have allegedly been "lost" as well. I have alternately been told that I would be "reimbursed via buyout of lost items in the next pay period" and that the "buyout was denied because we cannot find your items in our review." I have spent an enormous amount of time initiating contact with TRR and sending photos of my items prior to their loss as "proof" despite THEIR carelessness. Some of the items on their site match MY items and are likely mine. I have been given no updates on my "research ticket" #******* except when they told me they denied it because they can't find my items on camera. I am asking for a swift reimbursement of the hundreds of dollars in lost goods without further delay or excuse. Pls see attachments.
Business Response
Date: 08/12/2022
Thank you for choosing The RealReal as your consignor partner. We strive to provide a seamless process which in turn allows you to consign with peace of mind. On behalf of The Realreal we are sorry to learn that we fell short of this expectation. We have assigned your concerns to one of our team members who will be reaching out to you directly to address the concerns. Please allow 48 hours for someone to communicate next steps.
Customer Answer
Date: 08/15/2022
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:08/01/2022
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.
On May 5 I consigned 14 items with the real real. They sent me a bag to put my items in (to the wrong address so I asked them to correct the address and send a bag to the right address) they provided a shipping label and I send all 14 items to them. They chose to return 6 items- which they returned to the wrong address. I do not know if the items were returned to the real real as they were untrackable. For the past few months the real real has told me they are escalating the issue and its in final review and I should await an email with the amount theyll pay me for the lost items. Im still getting the run around. Among the lost items was a ***************************** belt, ********************* dress, ************************* dress, ***** von Fursenberg jacket, Chanel wallet, and a pair of pumps. I found identical items for the ************************* and ********************* dresses in their lost and found section of the website (unsure whether those were mine or not- but should help with price point)- images attached. Ive also found an image for a similar Chanel wallet.
Business Response
Date: 08/11/2022
We are sorry to learn that you recent experience was less than expected. We strive to provide an exceptional experience every time, and we are sorry to see that we fell short. On behalf of The RealReal we want to apologize for any frustrations that lead up to this point. We have been in recent communication and have since addressed all your concerns and assure you that a full resolution is expected to reflect on 8/15/2022.
Initial Complaint
Date:08/01/2022
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 sold several items to the Realreal and did not receive the $346.20 owed me for items which were sold. After several failed attempts they realized that the check they said was mine was cashed by someone else ..they said she changed the name and address and cashed it. So on March 4, 2022, I sent an affidavit and letter, (to ***********************/*************************, ************************************************************ *****) as per ********, ************** specialist. I know they received it because i received the green card from the return receipt. Many phone calls and texts later and ZERO response from anyone. Promises of supervisor return calls, etc etcbut nothing except texts and emails to get me to further consign. However nobody seems to care to pay me for what Ive already consigned!! This check was for DECEMBER, 2021!! This is unfair and no way to run a business!!
Business Response
Date: 08/10/2022
We are very sorry to learn that you are still waiting on a payment. We have as member of our team reviewing you concerns and we will be in contact within the next 24 hours to review payment methods to ensure we have all the information needed.
Initial Complaint
Date:07/31/2022
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 with this company 2 weeks ago. Upon receiving my items I have explained that all of my items have been worn once or Twice no damage . Out of 16 items 12 was accepted. And 2 have sold. 1 pair of Balenciaga rubber slides, and 2. Prada gladiator sandals. Which was all priced low and now I have stated I will not accept a payout for $158 for both shoes or send me my items back. They have yet to respond. I will seek legal action against this company if my issue is not addressed.
Business Response
Date: 08/10/2022
We ae sorry to learn of your recent experience. we have a member of our team who will be reaching out to you directly to address your concerns.
Initial Complaint
Date:07/31/2022
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 listed items on www.TheRealReal.com for consignment sale. The company listed and sold my items at an unreasonably low price without informing me of the list price and reason for the pricing. They paid commission at substantially reduced rate than what was quoted me at onset. Then, they deducted an additional $5.00 check processing fee without informing me that there would be a check processing fee. The company is notorious for arbitrary and unreasonable pricing of items, and arbitrary commission rates without any explanation. Request reimbursement of $5.00 check processing fee and commission of 55% on sold items as what quoted to me.
Business Response
Date: 08/10/2022
We are sorry for the delays, we have assigned your concerns to a member of our team, who will be in touch within the next 24 hours to address your concerns
Initial Complaint
Date:07/31/2022
Type:Service or Repair 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 sent a brand new pair of ***** pumps for consignment sale which didnt fit after I had a baby. They were received by RealReal on May 28th. For 2 months I have been chasing as to the status, in mid July the status updated to accepted but they were never listed. Today they advise me they have lost the shoes - cannot locate them but not to worry they will pay me out at list price. These shoes were at least $500 new - they are offering me $46 - which is utterly disgraceful. I would never have sold them for $115 - and no opportunity to have them returned. I want my shoes back or a realistic compensation for them.
Business Response
Date: 08/09/2022
Thank you for consigning with The RealReal. We are sorry to learn your experience was less than satisfactory. we have reviewed your shoes as well as comparable items and found room for an adjustment. We are sorry for the troubles you encountered. We will be in contact with you to provide details on the resolution and comparable items.
Customer Answer
Date: 08/10/2022
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:07/30/2022
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 originally purchased a diamond heart necklace from The RealReal, I have been a customer for several years.I paid $ 725. the value of the necklace was $ *******, Purchase original date February 2020 I decided to reconsign the necklace and sent in with other items June 2022. I received notification that the necklace was not being accpeted as the diamonds were fake (synthetic). I spoke with a consignment specialist who assured me she would have the necklace looked at again as there had to be a mistake. I check quite often to see what has sold and had looked on the 27th July and it kept saying the necklace would be placed on line shortly #NECKL139184. I was notified on the 28th July that the necklace had been sold, I could not see the sale price nor a picture so I called and was advised that the necklace was sold and they also could not see a picture.The necklace which had never been on the web site for even a day was discounted at 20% and I was to receive about $ ****** Later in the day I went on their live chat on my computer and was advised that the necklace had been LOST!The RealReal was purchasing the lost item and paying me as though it had been sold on the site. It is quite clear to me that the necklace was a fake and they are covering themselves . I want a full refund on the $ 725. I originally purchased the "fake diamond" necklace refunded to me.They are quite adament that they did not sell me a fake. I will advise this is the 3rd time I have been sold a fake item they took back two fake handbags with a full refund. I have requested items that I have listed with them be returned to me and I will not be a customer any longer.
Business Response
Date: 08/09/2022
Thank you for your continued patience while we review this matter. A member of our team has been assigned to your claim and will be in contact with you directly to ensure a resolution is met. Here at TRR we price ourselves in both our Authenticity process as well as the items sold on our site. We are truly sorry where we dropped the ball and will make every effort to turn this experience around.
Customer Answer
Date: 08/11/2022

Complaint: 17646863

I am rejecting this response because: I have sent many many messages to THE REALREAL and hours trying to sort this. All I keep being told is a manager will call you.
To date no manager has called me. It is a very clear case here they sold me a necklace that was fake I have the valuation report when I reconsigned I was advised it was fake. I called them
to advise I had purchased it from them and now they say it is Lost. It was worth according to them $2180.00, I paid $725. about 1/3 the price. So they sell it with a 20% discount on an
item they lost and I will get about $320. that is a massive discount and if I had seen it for that cost would have requested the item back.
Clearly they are covering up. Simply they needed just to send me a refund for $ 725.

Also I am now concerned as I have advised all items on consignment with them need to be sent back to me and I am afraid this will be the next item lost
it is up for 2495. I requested that it is returned to me
#CRT80860
******* ******* d'Amour **************************** Approved (RTC) - Changed their mind
View Listing PENDING REVIEW
$2,495.00

Sincerely,

***************************
Business Response
Date: 09/02/2022
After reviewing the account a resolution was met and agreed upon on 8/19/2022.

We have made an accommodation to help. resolve this matter

--
Initial Complaint
Date:07/29/2022
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 ***** baby knit bib and these folks sent me a big ugly Dior bib and are now refusing to send me the correct item. They have scammed me out of my item and now giving me a hard time for me to get the correct item. I've tried to work it out and now I'm going to dispute this charge with my bank.
Business Response
Date: 08/11/2022
This issue was resolved as of 8/4
Customer Answer
Date: 08/14/2022

Complaint: 17644681

I am rejecting this response because:
the issue was not resolved. I still haven't gotten my item. Or have I gotten the remaining items that I sold with this company. They are lying.
Sincerely,

Jue Mo
Business Response
Date: 08/22/2022
This initial complaint was in regards to order R310663388. A refund of the amount of $78.65 was issued as of 8/15 for this item

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The RealReal, Inc. is BBB Accredited.