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

2,025 total complaints in the last 3 years.
591 complaints closed in the last 12 months.

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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:06/06/2025
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.
On May 31, 2025 I purchased a bag on therealreal.com that was listed as "No visible signs of wear" as well as "Final Sale." In the event I did not like the bag or changed my mind, I purchased return insurance through XCover (approx. 10% of the total cost of the bag). The bag arrived on June 5, 2025 and I immediately noticed: one, multiple signs of use (pulled threads, matted stitching), and two, a large, active security tag attached to the zipper -still blinking and everything. Not only do I not have the means to remove a professional security tag, but the condition described in the listing is clearly dishonest. When I contacted the company for a full refund - including the insurance policy - because I received an unusable item, they would only refund the cost of the bag. The RealReal would not acknowledge the inaccurate listing condition nor the fact that the insurance was not meant to cover a shipping error - i.e. a giant security tag that I cannot remove.
Business Response
Date: 06/12/2025
We are in touch with the client and working to resolve. We apologize for the frustrations.
Initial Complaint
Date:06/05/2025
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.
As TheRealReal will see in their records, I am a somewhat 'regular' customer of theirs, who has not only Consigned clothing with them, but I also have purchased clothing and shoes, over the past few years.More recently, I had a 'black tie' event coming up, and so I wanted to buy a few different evening bags, to see which bag might work best with my outfit. I planned to keep only one evening bag, and return all the other bags. This was order # R353051682, placed on 5/19/2025. Because I live in *** (where *** has multiple storefronts), I can easily return any unwanted clothing and shoe purchases to one of their stores, which means I do not have to pay any return shipping fees.When I placed my recent order for the handbags, I saw an indication that NO handbags are returnable UNLESS you pay an additional amount of money referred to as a 'Return Guarantee'. Wanting to understand more about how this worked, I had a 'Chat' with a *** *** (which I have a copy of) where their responses to me regarding the return guarantee 'made no sense'. (Clearly, English was not their first language...) So I then CALLED and spoke with a *** at ***, who suggested to me that, when I returned the bags, I would receive a FULL refund which would include the additional 'return guarantee' fees that I had to pay. Nowhere in the conversation was I told that I'd NOT be able to return the bags to a *** store, but that I'd have to mail them to a THIRD PARTY, and that I'd be CHARGED for the return shipping. (And if that language IS anywhere on the *** site, then it is BURIED in the fine print.) Either way, I clearly tried to understand the policy, before I made the purchases.Only after the fact was I told that I must deal with this 'third party'...that I will be charged return shipping fees...that I must provide PERSONAL BANKING INFO to this THIRD PARTY, etc., even though I made the purchases THRU TheRealReal. No one at *** (and with any 'power') has called me to rectify this.
Business Response
Date: 06/12/2025
We apologize for any frustrations. Client has been advised that their return must be processed via the third party vendor due to coverage purchased.
Customer Answer
Date: 06/12/2025

Complaint: 23431660

I am rejecting this response because:
1) I was not told, PRIOR to purchase, that I'd have to process any returns thru a third-party.
2) I was MISINFORMED by TRR ***** that I would receive FULL refunds (including the cost of the 'Return Guarantees') for any bags returned.
3) I was NEVER TOLD, prior to purchase, that I'd be UNABLE to return bags to a local TRR shop (as I'd always done with prior TRR purchases/returns) and that I would have to mail back each return, and separately. This also means that I knew nothing - prior to purchase - about 'return shipping fees'.
I made every attempt to understand how the handbag 'Return Guarantees' worked, prior to purchase, and I was given misinformation and in other instances, not enough information. As a long-standing customer, TRR needs to stand behind the purchase I made THRU THEM...NOT thru a 'third party'.

Sincerely,

**** ******
Business Response
Date: 06/17/2025
We truly apologize for any confusion and/or frustrations. We are unable to move forward with a refund.
Customer Answer
Date: 06/17/2025

Complaint: 23431660

I am rejecting this response because:
the company MISrepresented and provided me with incorrect information regarding the purchase details, total costs, and the return policy/refund amounts (as was evidenced in my online chat with one of their ***** a copy of which I already provided to TRR).

Sincerely,

**** ******
Initial Complaint
Date:06/04/2025
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.
I purchased an item that was described as being a Givenchy Crocodile handbag. It was sold to me for about $500. I purchased the bag based on the description; eg. It being crocodile. The Givenchy brand typically uses crocodile calfskin for their handbags.I received the item in the mail and upon further inspection and comparison to others online, it is not crocodile calfskin and not even leather. In fact its value rests at $38-$90.Upon further research this bag was given to customers as a gift with purchase when purchasing cosmetics and perfume. It does not have a serial number or identification inside the ****** virtually has no resale value and if I were to resell it would cost me several hundreds of dollars from my purchasing price.I reached out to customer service has they claim to authenticate every item. I have requested all information related to how it was authenticated. Im still awaiting a response. I have submitted images that match the look of my bag and clearly indicate its gift with *********** my first request my concerns were basically ignored and ended up calling the customer service line and it was escalated to another team.They do not allow refunds or returns so I am unable to return the item for a refund unless they are willing to negotiate.I paid using Afterpay and would be satisfied to have my payment plan termed and the item returned /or to have the item exchanged for same cost value.
Business Response
Date: 06/06/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 06/07/2025

Complaint: 23426958

I am rejecting this response because: they want me to resend the back and have it observed and re-authenticated.
I purchased the bag as the description said crocodile calf skin and it is not. It was made in ***** and has the tag. They cannot provide documentation that they authenticated the bag, therefore, I want to return the bag and be refunded.

Sincerely,

***** ******
Business Response
Date: 06/12/2025
We apologize for any frustrations. To move forward, we will need the item returned.
Customer Answer
Date: 06/13/2025

Complaint: 23426958

I am rejecting this response because: I sent it back on 6/9 and emailed you the receipt that I had dropped it off; attached the photo/email.
Id like to keep this open until the return and refund has been completed.

Sincerely,

***** ******
Initial Complaint
Date:06/04/2025
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 December 13, 2024 after a video consultation with TheRealReal Staff Member, I sent 6 approved items to the TheRealReal to be sold through consignment. Although we has a preapproval video conference, the company decided not to sell the one of a kind milk coat and return it instead. On January ****** I received an email stating the fur had been shipped. However I discovered it had been shipped to the wrong address. I immediately contacted customer service who told me they would have the item shipped back to them and upon receipt the coat would be shipped to me at the correct address.I have never received it. For the past 6 months, I have repeatedly contacted TheRealReal asking for this one of a kind mink coat to be returned. Each time they tell me it is not lost and they would ship it immediately. During the last contact in May, I told them this was not an acceptable response as they had clearly had lost the coat. I wanted to be compensated for my loss as it was originally a $5000 one of a kind mink coat. Then on May 25 (during Memorial Day Weekend), I receieved an email stating I had not complied with their timeline to request a refund. Therefore I would receive neither the coat nor the compensation. I had been contacting them for 6 months and they negated that refusing my claim. I am asking for a minimal amount of compensation for this special piece which is I send to them in good faith. I would appreciate any assistance in resolving this situation.
Business Response
Date: 06/09/2025
Client has been advised that due to the length of time passed, we are unable to initiate a claim. We apologize for any frustrations.
Customer Answer
Date: 06/09/2025

Complaint: 23419471

I am rejecting this response because Since December, I have been communicating with TheRealReal requesting the return of my coat. They have repeatedly insisted they have the coat and would return it. After numerous back and forth communication, I realized they clearly do not have my coat and are responsible for compensation. Being in constant communication, they should have informed me they did not have the coat instead of lying and being deceitful. Had they been truthful and informed me they did not have the coat, I would have immediately filed a claim for compensation. During all this time I expected the coat to be returned as promised. This is fraud and theft of a valuable piece under false pretenses. I expect compensation for my one of a kind coat that they insisted would be returned.

Sincerely,

***** *******
Business Response
Date: 06/13/2025
The client has been informed that the item was returned. Due to length of time passed, tracking is unable to provide further insight. We are unable to provide compensation.
Customer Answer
Date: 06/14/2025

Complaint: 23419471

I am rejecting this response am rejecting this response because Since December, I have been communicating with TheRealReal requesting the return of my coat. They have repeatedly insisted they have the coat and would return it. After numerous back and forth communication, I realized they clearly do not have my coat and are responsible for compensation. Being in constant communication, they should have informed me they did not have the coat instead of lying and being deceitful. Had they been truthful and informed me they did not have the coat, I would have immediately filed a claim for compensation. During all this time I expected the coat to be returned as promised. This is fraud and theft of a valuable piece under false pretenses. I expect compensation for my one of a kind coat that they insisted would be returned.

Sincerely,

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

***** *******
Initial Complaint
Date:06/04/2025
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.
I wish to report TheRealReal for false advertising. On June 3 I received an email advertising an item at a reduction of 20%. When I attempted to purchase the item on June 3, shortly after receiving the email, the checkout **** said to enter the code "REAL" to obtain the 20% discount. I attempted to do so on multiple occasions, but the code did not work. Clearly the "offer" had not expired, as on each attempt I was prompted to enter the code at checkout.I contacted *** customer service chat on the afternoon of June 3, but was unable to wait indefinitely to "chat" with someone other than a bot. When I finally did reach a human on the morning of June 4 I was told I had missed the window and the discount was no longer available. Though I explained that the advertised code never worked and that this constituted false advertising, the response was effectively "sorry, too bad." This is fraud and has been a colossal waste of time Advertised price: $2676. Regular price: $3345
Business Response
Date: 06/09/2025
We truly apologize for any frustrations. The item is currently available with a discount.
Customer Answer
Date: 06/09/2025

Complaint: 23417830

I am rejecting this response because:
It is not a question of "frustration" as you so condescendingly suggest, it is a matter of false advertising and a failure to honour the advertised price (fraud). The current discount on the website is 5%. The advertised discount in the e-mail sent by *** was 20%, as clearly documented in the attachment submitted previously. I did not "miss"the window. The code REAL never worked from the time the e-mail was received.
Sincerely,
******* *****
Business Response
Date: 06/13/2025
We truly apologize, we are unable to accommodate any further discount other than what is currently listed for the item.
Customer Answer
Date: 06/16/2025

Complaint: 23417830

I am rejecting this response because:
This exchange is clearly pointless. At no point has TRR addressed the basic problem: false advertising/failure to honour an advertised price (as demonstrated in the attached screenshot). This is FRAUD. Their canned responses are insulting and a waste of time.
Thank you to the BBB for your efforts.
Sincerely,

******* *****
Initial Complaint
Date:06/03/2025
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.
Ive been trying to make a purchase for two days where the purchase continues to get canceled with no explanation. Ive been on the phone with my financial institution where they have assured me there is no block on my card and that the payment should be accepted and processed. The real real continues to run me through loops stating that it is not an issue on their end, or that my information is not matching their process. This has resulted in numerous transactions on my card with no confirmed order. The total is $2353.95.
Business Response
Date: 06/06/2025
We have been in touch with the client and worked to resolve.
Initial Complaint
Date:06/03/2025
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.
Placed my order R857446743 on Tuesday May 27 2025, and paid for 3-5 business day shipping. However the items have not arrived yet.Tracking: 1ZY359820385320860 Wednesday May 28 - day 1 Thursday May 29 - Day 2 Friday May 30 - Day 3 Saturday May 31 - Day 4 Sunday June 1 (no deliveries made by ***)Monday June 2 - Day 5 Tuesday June 3 - Day 6 Today is Tuesday June 3 and the item is still not here, this has been an ongoing issue with this merchant, they've increased their shipping cost but items do not arrive within the 3-5 business day window. Even if you remove a saturday (although *** ALWAYS delivers without Saturday delivery being selected, that is a business change *** made for the better) TRR still cannot process an item fast enough to provide the expensive shipping we have to pay for at $14.95
Business Response
Date: 06/06/2025
Per tracking, order has been delivered. We apologize for any frustrations.
Customer Answer
Date: 06/08/2025

Complaint: 23411513

I am rejecting this response because: The delivery was late, that is the issue. Please issue a refund for breaching delivery of 3-5 days, otherwise I will dispute it via my payment method.

Sincerely,

******* ******
Business Response
Date: 06/12/2025
Order was shipped within our timeframe provided, a refunded cannot be provided in this instance. Shipping details can be viewed here -*************************************************;
Customer Answer
Date: 06/15/2025

Complaint: 23411513

I am rejecting this response because: I will now escalate this to the **** and dispute via my payment method. Ultimately youre spending more in manpower responding and than sending back the refund. But I will continue to pursue this.

Sincerely,

******* ******
Initial Complaint
Date:06/02/2025
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 and item from the Real Real , approximately 5/2/25 , received the item and determined I did not want to keep it , and immediately put it back in the box and began the return process . I went to *** , returned it . I have confirmation from both *** and The RealReal that they have received the item but my money has not been returned . I have been going around and around since 5/18/25 regarding the return . I have spoke with 3 associates at the company and the only information they can provide is they are escalating the case. Not acceptable by any means and now I am getting n the hook for a $1200 item I do not have , if I dont pay it will ha my credit score . Their customer service is very poor . I should not have to work this hard for my money to be returned .
Business Response
Date: 06/06/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:05/31/2025
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.
Sent items pre approved to be sold which included jewelry and designer blouse. Normally it takes 30 days to process and review the item. Currently it has been almost two months and there is no site of the items being posted. I have lost two important holidays which could have sold the items and when I complaint, the answer was not what I expected. This has happened before, they loose the items and then I have to go back and continue the complaint for months before they react. Their commissions are becoming less and less and they are not hold accountable for this. I would have thought after my first complaint they would post the item and yet nothing has happened. They owe me for the loss of two sales and the items.
Business Response
Date: 06/06/2025
We have been in touch with the client and worked to resolve.
Customer Answer
Date: 06/06/2025

Complaint: 23400814

I am rejecting this response because:

Sincerely,

******** *****
Initial Complaint
Date:05/28/2025
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 sent a 5500 ***** jacket to the real real on 5 17/24 with a note not to post until a price was conveyed to me. As i im a vip member they agreed to do this. The accepted coat and said it would be 1200 I asked that it be sent back as i wanted more for it. They called back and said they could post for 2500. i said ok. ten days latter i see a note saying they were sending it back because they couldnt authenticate it. They had already excepted and priced it.I was waiting for the return when i get a letter saying they will not send it back. It has been sequestered and will be destroyed. i have reached out many times with no response. They couldnt say it was fake or real. I am not able to produce receipt as it was given to me to sell for a charity. This is not their property to keep. Im aware of their policy thats why i asked to be informed each step of the way. I have sold over ******* worth of items with the real real!
Business Response
Date: 06/04/2025
We have been in touch with the client and worked to resolve.

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