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.

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

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  The RealReal, Inc.

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

  
• 

  TheRealReal

  8500 Melrose Ave West Hollywood, CA 90069-5145

• 

  The RealReal, Inc.

  100 Cresent Court Dallas, TX 75201

• 

  The RealReal

  35 Enterprise Ave N Secaucus, NJ 07094

• 

  The RealReal, Inc.

  80 Wooster St New York, NY 10012-4347

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:06/21/2025

  Type:Order 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've been a very loyal costumer as a buyer for this company throughout the years. As you may know they have the seller and consignment side of them, I recently decided to send 9 items to them for sale, they authorized 5 but I noticed 4 items weren't accepted it, they are claiming they can't authenticate them but instead of sending them back to me, they have 'sequester them' a verbiage they used in their email today, and asking me for a proof of purchase, these items were a gift to me, I decided to sale because I don't wear them or use them, so I figured this would be a good way to contribute to their concept of sustainability that I am so passionate for. When the items were picked up by their agent, I was never informed this was a possibility, never signed a contract, etc. I just want my items back. Also I have to mention that this company has sold me a fake pair of sunglasses and I received an email from them stating that indeed they were fake and taking them off the site, but just last year I decided to purchase a pair of LV sneakers and I've proof of this because I even went to the length to buy a pair just to compare them, I submitted proof and guess what? they didn't do a thing about it, they sold for a much lower price, even whenn I warned them these weren't fake. So when their process of authentication is so murky, how can they tell me these items don't pass and that they are keeping them just to be destroyed by a third party, it is the most ludicrous thing I've ever heard. I have reached out several times to them and they are not willing to cooperate even tho I have submitted plenty of proof of their shortcomings, they are not taking any responsibility. It feels like theft to me. I know I can't go against a corporation like this, I keep on reading so many articles including one from ****** that support my claims of them selling fake articles in the past. This is an unethical way to treat a costumer. Please, I beg you, help me. I don't know what to do.

  

  Business Response

  Date: 06/24/2025

  Please be advised that if we determine that an item sent to us for consignment is counterfeit, consistent with your Consignor Agreement with The RealReal, and our stated policy on authenticity, we cannot return counterfeit goods.
  
  

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23501003
  
  I am rejecting this response because:
   
  The company has a tarnished reputation about their authentication process, you can find proof of this in several complaints already filed against them, the article written by ****** exposing them about selling a Dior bag that was fake. They have sold me a fake pair of sunglasses in the past, I have an email of one of the supervisors named **** confirming this. Last year I documented and provided proof about a pair of sneakers they sold me,  the shoes were put back for sale and sold for 50% off within a matter of days. For them to come back with a serious face to tell me that their authentication process has no faults is not only unethical also a lie. I find extremely arbitrary that they are asking me for receipts to return these items by providing receipts when I told them since the beginning these have been gifts to me. And to make matters worse this morning I receive an email from the consignor department mistakenly attaching someone elses contact information containing extremely delicate things like their name and address? This is not only a matter of the several mistakes I have endured over the years with this company but now, I wonder how many people have my address and my name. I have proof to show you when you are ready to dispute for this. I just want to reaffirm one thing: for the company trying to keep my stuff, insert the claim that are fake items when their process is murky and tarnished is not only unethical but also very telling as to how they conduct their business without any other implications. This is an abuse of power at its best and a cover up to its finest. 
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 06/26/2025

  As per our policy, we are unable to provide any additional resolution. 

• Initial Complaint

  Date:06/20/2025

  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.

  In March 2025, I consigned multiple luxury items with The RealReal, including a Cartier Diamond LOVE Bracelet (valued at $44,300), a Van ************** necklace ($3,200), Saint ******* boots ($1,500), and a ***** **** dress ($500). These items were personally delivered to their ********** location. I was assured by The RealReals staff that all items were authenticated and would be listed and sold within 23 weeks.Instead, weeks turned into months of delays, inconsistent communication, and repeated promises to list or return my items. Eventually, The RealReal shipped multiple pieces to the wrong address, even after I updated my information and asked to pick up items in person. I also requested signature-required shipping, which was ignored. One of my items was falsely marked signed for by someone who wasnt me, while I have time-stamped proof that no one was home.While I received partial commission ($1,959.75) for the Van ***** necklace after it was lost, The RealReal has refused to reimburse me for the Cartier bracelet, YSL boots, or ***** **** dress all of which were shipped to the wrong address and never recovered. I have since been blocked from contacting their team via Instagram and left without resolution despite multiple good-faith attempts to settle this amicably.I am respectfully requesting full reimbursement for the lost items based on their current retail value, totaling $47,540.25. I am also happy to provide documentation upon request. I truly hope this can be resolved without needing further legal action.

  

  Business Response

  Date: 06/24/2025

  Our internal teams have conducted a full investigation, and have determined that all packages were successfully delivered. As a result, we are unable to meet your request for compensation.

• Initial Complaint

  Date:06/19/2025

  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 June 19 2024 I sent our some items to the real real in hopes they can sell them for me, they never got back at me about the items I sent in two items to them one ************* back pack and a ***** belt bag. They told me they were inauthentic and refuse to send them back to me without having a proof of purchase that I dont have. But they never explained to me that I may not get them back if they werent authentic I spend thousands on these bags buying them and I just want them back and they refuse to send them back to me. I just want my bags back I dont want nothing else but my bags back. I never signed anything to agree to their terms and the fact that they dont wanna return my property. Can you guys please help me

  

  Business Response

  Date: 06/20/2025

  Please be advised that if we determine that an item sent to us for consignment is counterfeit, consistent with your Consignor Agreement with The RealReal, and our stated policy on authenticity, we cannot return counterfeit goods.
  
  

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23494305
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  i wasnt aware that I may not get my bags back. The woman that helped me to send them in did not warn me about it I put a pdf of a messege and thats all she said. I wasnt adviced properly. And again I didnt sign anything to agree to those terms what gives them the right to keep my property. The only thing I signed was when they picked them up. Not to agree to any terms. I spend thousands of dollars for those bags. What about the money I spend on them. How am I gonna get that money back?? I refuse to let this go I want my property back

  

  Business Response

  Date: 06/24/2025

  Please continue to reference our terms via our site - **************************************************.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23494305
  
  I am rejecting this response because: I want my property back.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/18/2025

  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.

  Narrative (summary of events)I contacted the Luxury brand THE REAL REAL to consign / sell some of my clothing items /designer brand , rep **** was send to pick up items 28 designers pieces which including shoes, clothes , sunglasses , hand bags rain coats , etc which on the May 1st 2025 , three week went by no respond I contacted Ally no response, and then contacted THE REAL REAL , Ally claims she was on vacation so she did not answer her calls which was a lied , per shipping receipts items didnt get shipped until may 28, each time I call to check on my items I was given the run around they cant find my items so I decided to do my own search online started looking for my item , to my greatest price some of my items were SOLD but I didnt received any money for it , my large *************** bag was sold for $556.75 , Balmain bag was sold for $437.50. Ysl sunglasses was sold for $148.00 and other items are listed but yet was told they cant locate my items but listed on their website . The items that were sold are not listed under my account . I send them an email . No respond this why I am to filing a police report for thief /fraud ..

  

  Business Response

  Date: 06/24/2025

  Hi there, it seems that you may have the wrong BBB profile. Please direct this complaint to The ********* for assistance.

  

  Business Response

  Date: 06/26/2025

  We have been in touch with the client and worked to resolve.

• Initial Complaint

  Date:06/18/2025

  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.

  Purchased a used Prada bag, that was advertised as guaranteed authenticated by a team of professionals. The bag was described as in very good condition with Details:Minor scratches and residue at hardware; minor residue at interior; minor residue at exteriorI received the purse yesterday, and I received a counterfeit bag. Additionally it was damaged, the arm strap was ripped and is not usable.I contacted the ******** service team to inform them that the bag was damaged and an obvious fake bag (incorrect zippers, incorrect name plate, no authentication papers, no serial number) and that I would like to return the bag and receive a full refund. And also to ***ort the seller of the original item as selling counterfeit purses.I provided images and a description of the bag to ******** service and they are refusing to refund the purchase and allow me to return the bag. Their company policy is that if you believe something is counterfeit or inauthentic, they will make it right, but I am now on the phone with my third ******** service *** who keeps telling me they wont let me return the item and that they can re-authenticate the bag. I dont want it to re-authenticated by the same people who thought this very obviously fake bag was real in the first place. I ***orted this situation to my credit card company as well, but I wanted to ***ort this to you all as well because 1. I want to return the fake bag and get my money back 2. Make sure this doesnt happen to another ********, who takes a brands word that they are truly authenticating products when they clearly arent.Its essentially stealing.

  

  Business Response

  Date: 06/20/2025

  We have been in touch with the client and worked to resolve. 

  Customer Answer

  Date: 06/22/2025

  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:06/18/2025

  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.

  ********* sent me labels to have my hand bags validated and sold on their site. first i was told they were authenticated and waiting for pictures. then i was told one made it through authentication and one did not. then i was told neither made it and they would be shipped back to me. i called to find out why they were not authenticated. they said there was nothing in the file and they would rush them through again. said they were very sorry and a girl helping me said she would personally see this through and would take only 2 days.and if not authenticated she would priority mail them back to me. the next day i was emailed that they could not be authenticated and the reason why they could not be authenticated is because they could not be authenticated. then sent me a email saying they would not return them to me unless they had an original receipt fro were they were originally purchased. i checked everything to authenticate them i could find on line and they were real not reproductions. one is a channel and one a **** ******. like brand new. new used. then they said they would return them to me but not until 30 days before the consignment period was over. that is a year. then they would not tell me which facility they were at or even who i was speaking to and where that person was located. only telling me no one was available and i would get a call back in 24 to 48 hours. which never happens. this place took two brand 1984 made items from me. that were stored away and never touched. perfect condition. and are telling me they will not give them back because they could not verify them. what a scam . send them your product and they say ln their opinion it is not real and they do not have to tell you why or return them. used value of the two bags is just around $7000.00. is this better business group any good for help or just another govt named entity that means nothing. something needs t be done. ******* around. this real real company is burning people all over

  

  Business Response

  Date: 06/20/2025

  Please be advised that if we determine that an item sent to us for consignment is counterfeit, consistent with your Consignor Agreement with The RealReal, and our stated policy on authenticity, we cannot return counterfeit goods.

• Initial Complaint

  Date:06/16/2025

  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 ***** GG Supreme Small Horsebit 1955 Bag from The RealReal under Order #R055305775 on August 5th, 2024. The item was described as being in excellent condition. However, shortly after very minimal and careful use, the bag developed significant peeling and material deterioration.I reached out to The RealReal customer service to report this issue, as it represents a clear undisclosed material defect that was not visible or disclosed at the time of purchase. Despite multiple attempts and providing photographic evidence, my case was handled only through standard policy replies. The RealReal insists that because of their return timeframe, they are unable to assist, even though the issue involves a product defect rather than a regular return.Furthermore, their suggestion to resell the item through consignment is not viable, as the damage has severely devalued the handbag. The re-sale would generate a significant financial ******* I live internationally, returning the item is complicated, costly, and logistically risky. I have proposed a reasonable solution either a partial refund or store credit but The RealReal refuses to offer any *************** a frequent and loyal client of The RealReal, I am extremely disappointed with their handling of this defective merchandise claim. I am respectfully requesting BBB assistance to help resolve this issue in a fair and reasonable manner.

• Initial Complaint

  Date:06/16/2025

  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.

  Dear Better Business Bureau,I am filing a formal complaint against The RealReal due to repeated issues with missing orders and the companys refusal to provide a resolution.I currently have two new missing orders from The RealReal. The company claims the packages were delivered to the correct address; however, they were left unattended in a common area downstairs where anyone has access. This is not a secure delivery, and it is not the first time this has happened.I have had two previous orders go missing under similar circumstances. After those incidents, I specifically requested that all future deliveries require a signature upon delivery to prevent this from happening again. The RealReal refused to honor this request, and I proceeded to place another order in good faith, hoping it would be handled properly.Unfortunately, the same issue occurred againmy packages are missing, and the company is now refusing to refund my money. I am now out both my merchandise and my money. This is extremely frustrating and unfair, especially after making multiple good-faith efforts to prevent this outcome.I am seeking a full refund for the missing orders and assurance that The RealReal will take appropriate measures to prevent this from happening to other customers in the future.Thank you for your time and assistance.Sincerely,****** ********.(I have attached the picture that shows where my packages where delivered, and a picture of the front door of my residence).

  

  Business Response

  Date: 06/17/2025

  Client has been advised that per tracking orders have been delivered. We are unable to provide a refund.

• Initial Complaint

  Date:06/15/2025

  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 ordered a pair of pants and a sweater from The Real Real on May 29th, 2025. I received the items on June 9th 2025. I opened the package on June 15th, 2025 and immediately found that the pants I ordered were not a small, as they were listed on their website, but a size large (marked on the tag as a size 4, which is a size large in that designer's sizing). I contacted customer service, and they told me they would not refund my money, or return my shipping charges of $14.95 so that I could order something else in the correct size, without having to pay shipping fees twice. Nor would they give me free shipping on my next order, for me to be able to reorder something in my correct size. The company falsely described the item I ordered, and will not refund my money.

  

  Business Response

  Date: 06/17/2025

  We have been in touch with the client and worked to resolve. 

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23472295
  
  I am rejecting this response because:

  They have not been in contact with me since filing this complaint, and have not resolved the issue or issued me a refund.

  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 06/19/2025

  Client has been updated via email with resolution. 

  Customer Answer

  Date: 06/20/2025

  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:06/15/2025

  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 purchased a pre-owned ****** handbag from *************. It was described as 'good condition' with very limited details about the condition. I viewed the photos the merchant listed on their site and decided to purchase. The merchant blatantly falsely advertised the condition of the handbag and failed to list the extensive scuffs on the leather, inside of the bag and the even more extensive damage and scratches to the chain. Had the Merchant accurately advertised the item I would not have purchased it. At one point, the Merchant acknowledges the discrepancy but does not want to accept responsibility by issuing a full refund. I have offered to return the item to the Merchant. I have emailed two executives neither of whom responded which is offensive considering their earnings are based on purchases from hardworking people such as myself. I am a Nurse and work very hard for my money. I feel I am left with no choice but to file a limtied civil case in ****************** for false advertising, unfair competition and other unfair business practices if the Merchant continues to ignore me or does not work with me on a fair resolution. I have also contacted Seven on your Side and my ************* as I have several friends who have had negative experiences with this Merchant.

  

  Business Response

  Date: 06/20/2025

  Client has been advised a credit has been added to their account. We apologize for any frustrations.