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.
- 594 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:07/28/2022
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 sent items to the company for sale. I was told if I did not agree with the pricing they would take them off the site and return them Instead they were sold within hours of the listing. Not to mention the listing information was not accurate. I have been writing to them and speaking with representatives for over a month and get no answers. They told me they could not do anything because they were shipped and sold so I asked to have them replaced. They are currently listed on other discount sites. Here are the links. I feel that since they deceived me they should replace my items. https://poshmark.com/listing/Chlo-Cream-C-Buckle-Loafer-Flats-60b62de8f470e2fe209bb47c They sold mine for ******. Brand new in box and they put them in as used.The dress..is listed on multiple resale sites for almost $400. https://www.theoutnet.com/en-us/shop/product/*****************/dresses/mini-dress/striped-jacquard-knit-mini-dress/24062987016557539 They sold it for $195. As soon as I saw it I asked it be taken down and returned both shoes and dress. They ignored my requests even I was told I had the option to get them back if I didn't like the pricing.I am asking they return/replace or reprice them. I honestly just want them back. Thank you ****
Business Response
Date: 08/18/2022
Thank you for choosing The RealReal as your consignment partner. We have reviewed your account and want to confirm that all of the items outlined have been addressed as of 8/9/2022. Also, please keep in mind that we do offer price approval on certain items. Please see link to our site for more details
https://therealreal.zendesk.com/hc/en-us/articles/************-Will-I-be-able-to-approve-the-price-of-my-items-before-they-are-listed-on-the-site-
Initial Complaint
Date:07/28/2022
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 purchased an item from TheRealReal.com after reading about their extensive authenticity program where they have specialist verify every item being sold as authentic. The item I purchased (RB4125 Cats **** Sunglasses) was clearly a fake, as the size itself wasn't correct. This wouldn't even take a specialist to verify it's authentic, just anyone with a ruler. Extremely simple to verify authenticity of sunglasses when the size doesn't match the actual real Ray *** size for these frames. When notifying the company of this, they offered to refund the item, but I pay shipping. If I use their shipping sticker, they take it off the cost I am going to be refunded (this is 1/3rd the cost). Why would I be responsible for paying shipping on an item that was guaranteed to be authentic and it wasn't? Extremely unhappy as any return of an item that turns out being fake should be 100% covered by the company, especially when their site claims every item sold is authentic. This isn't a complaint about a style, or buyers remorse, it's buying a product advertised as authentic and it being fake. Unacceptable.Business Response
Date: 08/11/2022
Dear *****,
Thank you for contacting The RealReal.
In order for us to better assist with this complaint, can you please respond with your order number as well as email address used to make this purchase of this item. Once we are able to receive this information, we will be better able to assist with your complaint.
Best Regards,
The RealReal
Initial Complaint
Date:07/27/2022
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 bought an item from The Real Real. It was nothing like how it was advertised and most likely not even authentic. I disputed w/Amex and won. RR refused to allow me to make a purchase unless I returned the item so I did and was able to make a purchase. They then issued a store credit for the returned item and are now refusing to allow me to make anymore purchases unless I have Amex reverse the dispute. Theyre forcing me into a store credit which is WRONGBusiness Response
Date: 08/05/2022
We appreciate your patience while we review your concerns. A member of our team will review your account and be sure to contact you directly to provide next steps to a solution.Initial Complaint
Date:07/26/2022
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 submitted a hardly used Cartier Must 21 for consignment. Before sending it, I took pictures and took the item to be checked. The images showed no issues with the watch, and the Cartier had no issues or was diagnosed with any problems before it was sent to the **** The watch was received by TRR and, upon verification, sent back to me with very vague explanations- something was missing. First, TRR said that a stone was missing (and it wasn't!!). Then, they corrected themselves and said it was something in a "compartment in the back of the watch." I see nothing in the back missing. I am unsure what they are talking about, and I want an accurate and detailed explanation of what is wrong because nothing was wrong with the clock before it was sent to **** This is an expensive watch that was left to me by my mother when she died in January. TRR will not explain; even after many phone calls and emails, they continue to ignore my requests. I suspect TRR caused the issue with the watch while in their hands and avoids discussing it with me. They must be held responsible if they caused this issue on the watch.Business Response
Date: 08/04/2022
We certainly understand the desire to have a full explanation to why an item is not accepted. After reviewing the concerns it appears that the item is no longer in our possession which could impact the details we are able to provide; however, we will have a member of our team review and contact you with all details we have available.Customer Answer
Date: 08/04/2022
Complaint: 17624301
I am rejecting this response because: It doesn't address the reason I filed a complain with BBB. TRR should have a record of how they reviewed this item. *** keeps saying they will contact me with a detailed explanation and do not do so. I claim the item was damaged in their possession, and they don't want to be responsible. I would love for a Supervisor who spoke with the person who had my watch in his/her calls me and explains why my Cartier expensive watch in their possession all of a sudden is missing a cap in the back, which I don't know what it is. I genuinely believe they damaged my watch while in their possession and want to let this go. Until I hear otherwise, this case is only going to escalate.
Sincerely,
*************************Business Response
Date: 08/15/2022
After reviewing the consignment it was determined that the caseback s**** was missing. Due to the missing component we were unable to process the item under our standards.Customer Answer
Date: 08/16/2022
Complaint: 17624301
I am rejecting this response because: No resolution was submitted, no explanation and no attention to my claim. Nothing was done. This is not a resolution.
Sincerely,
*************************Initial Complaint
Date:07/25/2022
Type: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 consigned a box of clothes in March, I heard nothing for weeks when I reached out it took the company weeks of investigating to tell me they lost my box and that I needed to identify the items in the box for a payout. I did this and was offered $150 for the items they could not find and they were able to locate some. One dress they said they would price a payout and get back to me and I have been waiting for months. The last person I emailed with last week said the team was working and that they would let me know when they heard from them. I expressed this is an unreasonable time to make me wait for them to pay me for an item that they lost and have not heard back.Business Response
Date: 08/04/2022
We are sorry if all of the details of your resolution were not provided. We have a member of our team who will follow up to confirm that all issues are addressed.Customer Answer
Date: 08/07/2022
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Abyssinia **********Initial Complaint
Date:07/24/2022
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.
This company makes false advertising and post items that not available or trying to sell fake and not authentic items and than hold your money for more than 3 weeks. They cant sell something damaged and not described or not authentic and bold your funds for more than 2 weeks after you return those damaged product ************* should put accurate pictures and correct description and not makes false advertising . I cant do any purchase my credit limit is been hold by this company without any appropriate explanation . That sounds like fraud to me. I dont know any business in *** that hold your money and refuse refund for more than 2 weeks. On the other hand my Consigments was damaged and not return back to me or send back to me damaged and I didnt get fair compensation . When I call the customer service the agent hang up the phone and managers dont answer emails for several month . I am looking for the best resolution and fair compensation for my loss .Business Response
Date: 08/04/2022
We have been in recent communication and are working towards a solution.
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