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.
- 596 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:07/02/2025
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 business is a scam, they pay insulting amounts for really new clothing, then when I asked them to mail everything back to me, they did not as they assured me over a week ago and on the phone for over an hour with them, what a waste of my time, because guess what ? today I see they sold a bag of mine that I asked for her to return and she assured me a week ago she would.. I see all of the complaints and this is poor business protocol
Business Response
Date: 07/03/2025
We are in touch with the client and working to resolve.Initial Complaint
Date:07/01/2025
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.
On January 11, 2025, I purchased an 18k Diamond Cross Pendant Necklace from TheRealReal.com. I patiently awaited the arrival of a fine piece of jewelry that, importantly, did not mention rhodium plating either in the product listing or the accompanying valuation report. However, after holding onto the necklace for some time, I decided to show it to my jeweler to explore the possibility of having a matching pair of earrings made. When my jeweler examined the necklace, he observed a coating on the delicate jewelry. I was initially skeptical and showed him the valuation reports issued by the gemologists at TheRealReal. In early May, I revisited the issue with TheRealReal, and it was at this point I realized my jeweler was correct: the second valuation report from TheRealReal now explicitly mentioned rhodium plating, which was not indicated during my purchase, and the valuation was over $200 less than the original price. This entire experience has been confusing, misleading, and ultimately costly, leading me to question the transparency and accuracy of their reports. I am frustrated that I have to seek out additional appraisals when accurate valuation reports should include such details from the start. Moreover, I am puzzled by the differences between the valuation reportsis it possible they graded the piece in different conditions? I also wonder why ****** ***** from TheRealReal has not followed up with me regarding these discrepancies. Customer support has been unhelpful; a representative told me I would be contacted within 2-3 business days, yet I never received any communication. Another agent suggested I reconsider after nearly five weeks of waiting for the first reconsignment, which only added to my frustration. This ongoing issue, which began on June 17th, remains unresolved to this day, leaving me feeling deceived and dissatisfied with the service and transparency I expected.Business Response
Date: 07/03/2025
We truly apologize, due to the client requesting the item to be returned, we are unable to additionally review.Customer Answer
Date: 07/03/2025
Complaint: 23545533
I am rejecting this response because I consigned the necklace in store and was provided the updated valuation report. Please review the comparison between the valuation reports again.
Sincerely,
**** *******Business Response
Date: 07/08/2025
We are constantly working to improve our technology and processes to bring the best authentication experience. We are happy to review additionally if the item is returned to us.Customer Answer
Date: 07/08/2025
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,
**** *******Initial Complaint
Date:06/29/2025
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 consigned a Versace sneaker that I've only worn twice and retailed for $700. To qualify for a promotion they have to first consignment which they pay $100 in website credit for $200+ items that I send them. They post and sell in the same time for $95 and want to pay me $19 commission without my consent. I did a quick search for similar items on Therealreal.com and they advertise the same sneaker for $280 - $300. I want the real value of the sneaker or my sneaker back.Business Response
Date: 07/01/2025
We have been in touch with the client and worked to resolve.Initial Complaint
Date:06/25/2025
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 purchased a ***** handbag from The Real Real in order number R581315601, however it was counterfeit. Thus about one month ago, I contacted The Real Real, with photos of the qualities that enabled me to identify the handbag as counterfeit (as explained to me by a sales associate at the ***** boutique at ******** at ***********, **). I was told to use the shipping label provided to me by The ********* and return the bag, so I mailed it back on May 28, 2025. I then exchanged emails with numerous ********* employees, explaining my reasons for returning the bag and also stating that I had been a loyal customer since 2018. Each employee offered a different excuse for not granting me the refund, though none directly addressed the points I had made about the bag being counterfeit. Finally on June 14, 2025 I received an email from "Maxes" at The *********, informing me that The Real Real would issue me a full refund of $453.16, to my original method of payment (******) in 3-5 business days. Two days later, I received another email from a different employee, now telling me that the refund could not be issued, asking if I would accept a store credit or a check. I wrote back, stating that I do not want a credit, but that a check would be great. However the next day I received yet another email, this time telling me only that the issue had been assigned to the special team working to find a solution, and in response I wrote an email, stating that I no longer believed that The ********* had any intention of issuing my refund- they were simply jerking me around. Then today (June 25) I received an email from ******, stating that a check had been mailed to me June 24, 2025, but that it couldn't be tracked. Please issue my refund of $453.16- The ********* has not kept their word, and continues to offer me one excuse after another, and they also have the counterfeit handbag, which I returned by their label on May 28, 2025.Business Response
Date: 06/26/2025
We have been in touch with the client and worked to resolve.Customer Answer
Date: 06/28/2025
Complaint: 23519488
I am rejecting this response because:28 June., 2025
Dear Better Business Bureau:
The Real Real sent a message stating: We are Working with the Customer - this is too general of a message to reassure me that the proper action will be taken. I purchased what I thought was an authentic ***** handbag from The Real Real, and I used the shipping label that The ********* provided to return the handbag to The Real Real on May 28, 2025. Thus, The ********* has the handbag, however I do not have my money, which Maxes from The Real Real promised to issue me, as a refund to my original payment method, ******, on June 14, 2025. Because The ********* has previously said they would issue my refund, but then failed to do so, and because The ********** employees have been extremely difficult and unprofessional at every step of the way, I do not have confidence that We are working with the customer means that my refund has or will be issued.
I would feel more comfortable knowing that The Better Business Bureau is issuing me the refund of $453.16, on behalf of The **********
Thank you,
*** *****
Sincerely,
*** *****Customer Answer
Date: 06/30/2025
Complaint acceptance taken in dictation by BBB *** SS 06/30/2025
I received the refund. You can close the complaint as resolved.
Initial Complaint
Date:06/25/2025
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.
Purchased on April 12, 2025. I ordered a *************************** Medium, Bag in a Dark Red. The *** said "Excellent" condition which based on The RealReal, Inc. consumer website means, no visible signs of wear. You may notice that there are no images of the left, side wall, of the handbag. I didn't realize that meant they were hiding something, until I received a damaged item. Leather "bites" or holes in the bag which appear as white speckles and look like paint. I reached out to The RealReal, Inc. and they are refusing any assistance in the issue due to me reaching out to late. The item has its tags, and everything. I was scammed by them, and they knew what they were doing, I have proof.Business Response
Date: 06/27/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 07/03/2025
Complaint: 23518943
I am rejecting this response because: We are not coming to an agreement. I would like a refund to my original form of payment.
Sincerely,
******** *******Business Response
Date: 07/10/2025
Client has been advised via email of our resolution. We apologize for any frustrations.Initial Complaint
Date:06/25/2025
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 consigned ********************************** *****, including 4 Rudsak leather jackets. Two of the jackets are missing, the consignment listing was botched with mens items incorrectly listed as womens, and weve received no help to resolve these issues. Weve attempted to contact a lead named ********, but he has been unresponsive and hasnt returned our calls.Business Response
Date: 06/27/2025
We have been in touch with the client and worked to resolve.Initial Complaint
Date:06/25/2025
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 tried to purchase an item off of TRR, and literally tried to place the order 5 times and each time the order just got cancelled FOR NO REASON. I contacted the customer service and they said that it's the automatic verify system that rejected my transaction because information doesn't match per my credit card information, but I literally matched every single word. And it has nothing to do with my bank either because I cleared it ahead of time. Very frustrating shopping experience and complete waste of my time.Business Response
Date: 06/26/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 06/27/2025
Complaint: 23518518
I am rejecting this response because yes the business' customer service agent contacted me via email, but he just said the same thing as what the live support agent previously said, that my orders had been cancelled because the automated system could not verify details of my payment and information. But I am asking what detail did not match exactly? I did not escalate this issue just to get the same vague response from the business. I'm not sure how the business even gets customers operating like this.Business Response
Date: 07/01/2025
Our team is continuing to review and will continue to be in contact with the client on next steps.Initial Complaint
Date:06/24/2025
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.
Date of the transaction: June 9, 2025?Amount paid: $3,413.14?Item purchased: Authentic Chanel Medium Coco Pleats Flap Messenger Bag I purchased a Chanel Medium Coco Pleats Flap Messenger Bag from The RealReal, which was advertised as authentic. However, upon receiving the item, I noticed several signs that raised concerns about its authenticity. To double-check, I brought the bag to a couple of trusted local resale and consignment stores, and both independently told me the bag was fake.I contacted The RealReal and explained the situation. Ive been cooperative and have provided everything they asked for, yet they still havent helped me return the item or issue a refund. This has been extremely frustrating, especially given the amount I ******* requesting help with returning the bag and getting a full refund, as the product I received was misrepresented.Business Response
Date: 06/26/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 06/27/2025
Complaint: 23514847
I am rejecting this response because:They haven't truly spoke to me. There has been no email response to my attempts at trying to reach them. I keep asking for a manager and no one is responding
Sincerely,
***** *******Business Response
Date: 06/27/2025
Client has been update via email with next steps. We apologize for any frustrations.Initial Complaint
Date:06/24/2025
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 have made multiple orders with the RealReal and they have all been canceled, these are not fraudulent and have all been made with my card. Now every time I make an order its automatically canceled. I have read the terms and conditions, nowhere in them does it state You wont find any rule banning more than X orders per day/week/month.Theres no maximum total of purchases you can make. My cancel order numbers are R608386524 R128446407 R515773813 R717521423 R834587424 R067238546 R174571121 I would like whatever block that is in my account to be removed so I can continue to purchase item I would like.Business Response
Date: 06/24/2025
We are in touch with the client and working to resolve.Initial Complaint
Date:06/22/2025
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 in an authentic vintage Chanel purse to the real real. I was told multiple times it would be listed and that it was accepted. Ive had other luxury items be damaged in the past and have been compensated by TRR because things sat so long waiting to get posted. But over the last few days I was told time and time again that *** accepted this item and they even went so far as to say in writing that they take complete ownership of the item. They now are saying its not accepted and even though they said it was accepted as recently as an hour ago they just said it was denied the day they received it. They lie and cheat their customers Ive had so many issues with them its so wrongBusiness Response
Date: 06/24/2025
We are in touch with the client and working to resolve.
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