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.
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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:06/15/2025
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.
Requested a selling price value prior to sending the item. Took two months of me to follow up with them and after two months they came up with the following. The cord is unbranded and cannot be sold! Then they took the charm and placed it as a key chain. There is no key chain like this for this item it is a 925 charm which comes with a leather cord which o do not have. They took that worn info from ****? They kept on sending me wrong emails and not addressing the original problem. They have no clue what they are doing. They underestimated the value of the charm from their original agreement. They returned the cord in poor standards. I called them and let them know. Kept on getting different emails from people addressing other issues and not what I had inquired! Incredible! They still do not have experts looking at these items.
Business Response
Date: 06/20/2025
We have been in contact with the client and worked to resolve.Customer Answer
Date: 06/22/2025
Complaint: 23471643
I am rejecting this response because:
Sincerely,
******** *****Initial Complaint
Date:06/14/2025
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 purchased a used Chanel jacket (ITEM#CHA1038467) from The REAL REAL on Dec 28, 2024 through online order. The item is listed as size US6 FR38 on the website. However, when I tried to wear it last Friday, May 23, 2025, I discovered the item is actually size US2 FR34. I contacted the vendor immediately to ask for a return but they refused my request and did not offer any other remedy since its passed their normal return window.While I understand the vendors return policy is 2 weeks after item delivery, I believe this should be an exception since the vendor misrepresented the item in the originally listing and failed to confirm the item is true to their listing description upon shipment. I purchased the item for ******USD (519USD + tax) and I would like to return this item for the full amount. Sincerely Fei QuBusiness Response
Date: 06/17/2025
We are unable to provide a return as the order has passed its returned window. We apologize for any frustrations.Customer Answer
Date: 06/17/2025
Complaint: 23468043
I am rejecting this response because:I believe the vendor should take responsibility for their mistake and make an exception to their return policy to resolve this issue since the vendor misrepresented the item in the originally listing and failed to confirm the item is true to their listing description upon shipment
Sincerely,
Fei QuBusiness Response
Date: 06/19/2025
We truly apologize, we are unable to provide a return for the item.Customer Answer
Date: 06/20/2025
Complaint: 23468043
I am rejecting this response because:Vendor has continued to refuse take any corrective action for this issue. I do not accept their inaction as a resolution.
Sincerely,
Fei QuInitial Complaint
Date:06/13/2025
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 had been looking for a website to sell my designer sweaters to profit from. Now I was looking because i didnt want to lose any money or get scammed out of my sweaters and gain anything. I was doing a wide variety of research and then i came to The RealReal. I read about it and I even contacted them about my sweaters and they said they would sell them for me. Which was great. The representative told me about how it works to sell, I would send them the sweaters and they would authenticate the sweaters and after the sweaters are sold I would be paid with direct deposit. So i sent them with their tags to prove they were authentic. The sweaters were a Kenzo Paris sweater which was worth $550 and an ************* sweater worth $2300. They ended up sending back the LV sweater saying they couldnt authenticate it. Which they wouldnt give a reason why they couldnt because I sent the actual tag with them. They authenticated the kenzo and put it up for $175. Which was low for something they said was excellent condition with no signs of being worn. However I was okay with that because I was going to be making at least $60-$70 from that. Then a couple months later I get a email saying it sold and I was grateful until I saw I was getting $14 from that sell. They had put it on sale for 60% off. That sweater went down to $75 without my knowledge. They already shipped it too I believe. I asked for help with this because I had no knowledge of this and they pretty much were saying it sold because it was on there for 90 days and 90 days equals 50% off from what the representative said in our messages. Its after 180 days that it then turns to 60% off. Which after i caught that it said 60% off and my sweater was only there for 90 days they told me I could ask for a price raise on the sweater and they would get back to me on that in ***** hours later. They then told me they would not do it. I truly think I wouldve did better going on ******** marketplace.Business Response
Date: 06/18/2025
We are in touch with the client and working to resolve.Initial Complaint
Date:06/12/2025
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 would strongly advise anyone against consigning their valuable possessions with this company. I mailed in a recent season *** *** jacket for consignment, in mint condition and purchased directly from *** ***. A couple of weeks after the item was recieved by The RealReals warehouse, I was notified that the item could not be authenticated. In response, I advised that all *** *********** garments are rather easy to authenticate via the *** chip equipped in the wash tag, which, when scanned by an iPhone camera, prompts a webpage containing information about the item. The only response recieved was that I should expect to recieve the item sent back to me via **** which was fine with me. Another two weeks passed, and shipment information was never shared. I once again inquired, asking for an update on the whereabouts of the jacket, to which I recieved, once again, assurance that I can expect the item to be shipped back to me. A few days later, after yet another inquiry, I received an email notifying me that my item would be sequestered and disposed of due to inauthenticity. Additionally, the notice claimed that if I can provide proof of purchase, the item will be returned to me. In response, I provided my purchase information and invoice, and expressed the illegality of this especially given the fact that the jacket itself is valued at nearly $4,000, and that this blatant theft of personal property is unacceptable. Less than 24 hours later, I was informed that the decision stands and that my item will remain sequestered, even after the proof of purchase was provided (and promptly disregarded). Illegality aside I know, deep down, that item was either misplaced, or stolen by an employee, prompting this monthlong runaround. For that reason, ** strongly urge anyone against surrendering their luxury goods to this ********** the item is seemingly gone, I will accept nothing less than full compensation for it, unless the item can be recovered and returned to me.Business Response
Date: 06/13/2025
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: 06/13/2025
Complaint: 23462677
I am rejecting this response because:As multiple form of proof of purchase (invoice, order history) were provided to verify to authenticity of the item in question, you are in the wrong, and the item remains considered as stolen personal property. I will accept nothing less than compensation for the full value of the item.
Sincerely,
***** ********Business Response
Date: 06/17/2025
Client has been advised, our team has re-reviewed item MIU216560 and their decision stands. This item will remain sequestered.Customer Answer
Date: 06/18/2025
Complaint: 23462677
I am rejecting this response because:The police have been informed of this theft, and legal action will be taken to recuperate the stolen goods and/or appropriate compensation.
Sincerely,
***** ********Initial Complaint
Date:06/11/2025
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 my bag for consignment to The RealReal. My bag was received, assessed, and given a value of $3500 for consignment. The bag was never listed on the site, and after a length period of time, I requested the bag to be returned since I could not get an answer why the bag was not listed.I have emailed and chatted numerous times since I requested the bag to be returned. I was told the return would be expedited, but I never received a tracking number, and subsequent inquiries on why the bag has not been returned has only been met with a canned response of "we will request and provide an update".This seems to have happened to several people and their experiences were that The RealReal eventually reimburses them the full amount of the agreed consignment rate. It has been over 3 months since my bag has been sent in and return requested. I would like to be reimbursed at the appraised value since it is apparent my bag has been lost.Business Response
Date: 06/13/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 06/13/2025
Complaint: 23457004
I am rejecting this response because they have been in "contact" with me since April. Their response of "We will look into it", "I will respond personally", "We will expedite your request", every time is not acceptable. I need resolution today.Mar 13 @ 14:02
******, your items are ready for price review
Apr 8 @ 22:37
Sent email asking why the item was still in review
Apr 9 @ 12:32
Received email from Naudia saying she will look into status and reach out with next steps
Apr 11 @ 13:05
Received email saying still being looked into
Apr 15 @ 13:23
Sent email stating still have not received update on status of bag
Apr 16 @ 14:01
Received email from Naudia stating matter is still being worked on. Escalated to internal team
Apr 23
Requested return of bag since there was no update on status of consignment
Apr 24 @ 05:48
Received email stating Naudia saw the request to return bag
Apr 27 @ 12:33
Sent email asking if I would receive tracking for return
Apr 28 @ 05:30
Received email stating tracking details would be emailed
May 28
Sent another inquiry on status
May 28 @ 08:31
We have received inquiry and looking forward to resolving your concern
Jun 1 @ 9:02
"You have not been forgotten"
Jun 3 @ 10:03
"You have not been forgotten"
Jun 9 @ 15:25
Sent email stating have not received update
Jun 9 @ 15:25
Received email, Thanks for reaching out
Jun 9 @ 18:25
Sent followup stating still no update
Jun 10 @ 10:52
Received email from Havannah, who stated she will look into the return status
Jun 11 @ 11:18
Sent email stating this is the multiple repeat requests. It has been 3 months since the bag has arrived at the RealReal with no updates.
June 11 @ 15:27
Received email saying matter has been escalated
Jun 13 @ 08:42
Sent email stating there has been no personal followup as promisedSincerely,
****** **Business Response
Date: 06/17/2025
Client has been updated with tracking details. We apologize for any frustrations.Initial Complaint
Date:06/11/2025
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.
On Feb. 5, 2025, the RealReal (TRR) received five items that I sent to them for consignment; this package included a **** ***** Square Neckline Jumpsuit (#WYK94442). The item sold for $108, after being listed in 'Very Good' condition, with only minor fading throughout. I was issued a commission for the sale. The original purchaser decided to return the jumpsuit; the RealReal sent the item back to me with a tear in the back and took back the original commission. It was not delivered in this condition. The company also did not reach out to me in advance to notify me that the item was being received, nor that it had been damaged. Immediately upon receiving the package, I contacted *** and notified them of the issue, sending pictures of the damage, including the original listing. After some internal investigation, *** accepted fault and agreed to pay me commission for the damaged item. They requested that I return it so that they could determine the proper compensation. I pointed out to them that their listed policy indicates that a commission would be paid if the item is damaged by their fault and did not include a requirement to return the item. Further, given that it had sold in its original condition, the proper compensation was already clear. The company refuses to issue compensation, stating that there is an additional process not disclosed in the terms and conditions.Business Response
Date: 06/13/2025
We have been in touch with the client and are working to resolve.Customer Answer
Date: 06/13/2025
Complaint: 23454255
I am rejecting this response because: The RealReal has closed the issue on their end; there is no active attempt to resolve this issue.
Sincerely,
La ***** ********Business Response
Date: 06/17/2025
Client has been advised of resolution options via email. We apologize for any frustrations.Customer Answer
Date: 06/22/2025
Complaint: 23454255
I am rejecting this response because the RealReal is not acting within the guidelines of their own policy. They have admitted to damaging merchandise and refuse to repair it, according to their own policy.
Sincerely,
La ***** ********Business Response
Date: 07/03/2025
Client has been advised of the required next steps. Without proper requirements we are unable to move forward.Initial Complaint
Date:06/10/2025
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 am submitting a formal complaint against The RealReal, Inc., headquartered at *******************************************************. I believe this company engages in deceptive, unfair, and unethical business practices that violate consumer protection laws and exploit consignors.On March 14, 2025, I consigned a brand-new pair of ****** ******** leather boots to The RealReal. The boots were from the previous years collection, retail for $850, and were sent in flawless condition with the original designer box, dust bag, and all branded packaging materials.The RealReal photographed the boots, listed them on their website, and clearly labeled them as being in Very Good condition. The images posted clearly showed unworn soles and pristine, new condition, proving the companys awareness of the items high value and quality.Despite this, the boots were priced and sold for only $100 without my knowledge, approval, or consent. This is a drastic and unjustified undervaluation, resulting in significant financial loss.These boots are still sold for $850 at retailers including ************* and Bloomingdales. My attempts to dispute the pricing were met with vague, dismissive responses.I request the ************************ investigate The RealReal for deceptive trade practices, misrepresentation, and unfair treatment of consignors.I have attached relevant documents, including shipment proof, retail price evidence, listing screenshots, and correspondence.Thank you for your attention to this matter.Business Response
Date: 06/13/2025
We have been in touch with the client and worked to resolve.Initial Complaint
Date:06/09/2025
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 the realreal two pairs of brand new Faragamo women's shoes via *** in August 2023, both of which retailed for $800 a piece. After about 6 mos. I started to inquire about them. I sent them several emails which they didn't respond to. After I threatened them with legal action they started a dialog. Several more emails resulted in my receiving a check for $79 for one pair they said they sold. About a month or two ago I requested they send me the other pair back. After several more emails I was then informed that they paid me for it showing me a copy of the invoice of the pair they said sold that I had already receivedabout 6 mos ago. I AGAIN told them I sent them TWO pairs of shoes and after several more emails I was finally told that they sent me a check for the second pair two days after the first check! No warning preceded the supposed mailing of this check. Furthermore, they do not produce a copy of the invoice nor a copy of the canceled check. I never received a second check because I truly believe they never sent one. I believe both pairs of shoes were stolen right away. If they won't or can't send me my shoes back I want the full retail value of $800 for them.Business Response
Date: 06/13/2025
We have been in touch with the client and worked to resolve.Customer Answer
Date: 06/13/2025
Complaint: 23445843
I am rejecting this response because: it's lip service. How are they "working to resolve" my complaint? Are they sending me back the brand new pair of Faragamo shoes like I requested? Or, since they claim they have no shoes, are they prepared to pay me the retail value of $800.?
Sincerely,
****** *****Business Response
Date: 06/17/2025
The client has been updated with payment details. We apologize for any frustrations.Initial Complaint
Date:06/09/2025
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 a brand new designer dress (with retail and designer tags) to The RealReal for consignment. On June 6th I was informed that the ********* was listing my $995 dress for $105. I contacted **************** via chat. I requested a reevaluation: either list for $500 or return. Days later I was informed that an investigation was done and the amount for sale would not be adjusted. I was informed that I could have the item returned for $20. I pointed out all of the inaccuracies of the listing (condition, color, dimensions, price way off); that the item is currently on sale at the Designer's store and ******** for $995. I requested a return for $20 and gave my address. On June 9th, days after stating the above, I am told that the item sold for $84 and cannot be returned. The deliberate underpricing and false description is suspicious. It is a way to keep the item or an insider purchase so that it is not sold at the correct price or returned. I would like the same dress as a replacement. It can be purchased here: ***********************************************************************************************Business Response
Date: 06/13/2025
We are in touch with the client and working to resolve.Customer Answer
Date: 06/13/2025
Complaint: 23445355
While I appreciate an email from TRR, stating that the issue is being investigated, I am rejecting this response because:there has been no resolution nor offer of a resolution.
Futhermore, the email that was sent to me 3 days ago contained misleading information. From the ******************** Rep:
"I just wanted to reach out and touch base with you in regard to your Zero + ***** ******* V-Neck Long Dress (ZER51056) as it was sold before a return request was submitted."
I made a request to change the pricing--or return--several times. The first time I made my request was within 30 minutes of the item being ready to be posted. The first email sent by *** regarding listing my ZER51056 item was sent at 9:02 a.m. on June 6th The first time I requested either a change in price or return was via chat at approximately 9:30 a.m. on June 6th.I am looking forward to a resolution to the error made by TRR.
Sincerely,
K. L.Business Response
Date: 06/17/2025
We are continuing to work on the clients request and will follow up ****. We apologize for the delay.Initial Complaint
Date:06/06/2025
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 ordered a diamond and white gold tennis bracelet from The Real Real. I took it to my very reputable jeweler to have it sized smaller. Unfortunately, the bracelet was at the jeweler so my window for return expired (but not by long).The jeweler called to tell me this was a fake gold bracelet and provided proof via photos of the inside of the bracelet which he said it was some type of alloy, probably copper. He wrote a statement regarding this.I immediately contacted *** and they asked that I send photos and a statement from the jeweler. I sent them that day and even offered to send them hard copies, no response.I have been going back and forth with them. They have a team who makes this decision but Im not able to speak with anyone on the team. Im only able to speak with agents who have no authority to make this determination, Im not sure how they can authenticate it since I still have the bracelet,Today, I was told they would not refund me due to the return window closing barely.They then asked me today to send documentation, as if they never received it. Very incompetent clearly. The standard response is please allow us 3-5 days for the team to make their determination. I read just a snippet of TRR reviews and Im not alone in receiving counterfeit items that the customer will not be *********** you are well aware, selling counterfeit items is a federal offense.All I want is a simple return label and I was told no. Im opening a dispute with my bank but I an also hoping you will support me to resolution. Thank you, **** Note: I know I will contact the Attorney General as well.Business Response
Date: 06/13/2025
We have been in contact with the client and worked to resolve.Customer Answer
Date: 06/13/2025
Complaint: 23436185
I am rejecting this response because:
I have returned the item, but have not received the full return including the expedited shipping and the return shipping.
Sincerely,
**** *****Business Response
Date: 06/17/2025
Please allow for order to be processed. Our terms can be viewed here-******************************************
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