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.

If you've experienced an issue

Submit a Complaint

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:05/28/2025
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 consigned several luxury itemsincluding eight designer bagsto The RealReal. These pieces were gifted to me by my mother, who collected them over the years, and they carry deep sentimental value beyond their monetary worth.Before any authentication began, I requested the return of one item because I changed my mind about consigning it. Its status shows "shipped backreason: not approved (RTC)priced too low," which was the option I selected. Despite this, The RealReal proceeded with authentication and has since sequestered all of my belongings, refusing to return them unless I provide valid first-hand proof of purchase.The pickup representative who collected my bags clearly didnt knowor didnt inform mewhat could happen if an item failed authentication. There was no disclosure that my property might be held indefinitely or even destroyed, which left me completely blindsided.I have tried repeatedly to resolve this directly with The RealReal and have communicated how emotionally draining this ordeal has been, but Ive only received repetitive, impersonal responses.I understand the importance of verifying authenticity, but insisting on original receipts for every piece ignores how many of us legitimately acquire luxury goods secondhand. Their blanket policy is stripping me of personal property with deep sentimental value, and they refuse to discuss any reasonable workaround.I respectfully request assistance in ensuring that my belongings are returned to me promptly. I am counting on the BBB to intervene, facilitate a fair response, and help restore not only my property but also my peace of mind. Thank you for your support and attention to this case.
Business Response
Date: 06/04/2025
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:05/28/2025
Type:Customer Service 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 would like to ask in good faith to have TRR reopen/unblock my account and clear my name. I would like to ask if *** would reconsider and reopen my account. I may have contacted *** frequently in requests for my consignments. I have consigned over $150,000 with TRR. I have more, even higher value items to consign and would like to ask if *** would please reconsider and clear my name. I received email warning from *** in regards to too many requests. When I received the email, I responded asking how I violated their policy, I never got a response and I was very confused. I emailed asking for explanation multiple times, I asked TRR to explain so I could avoid making mistakes and keep account in good standing. I never got a response. But I did get an email later stating I am banned, to this day I am not sure how and what I violated. I had one open account only, consigned authentic items. I am not sure what I did wrong and didnt get an explanation. Now I am please asking to reconsider. I would have emailed directly but as I understand I am blocked and not allowed to contact anyone at the ***.
Business Response
Date: 05/29/2025
We apologize, however we are unable to reinstate the requested account.
Initial Complaint
Date:05/28/2025
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.
I placed order R780015133 on 5/1, order was received on 5/9. Upon opening the package there was a shipping error. I ordered a GREY MARGIELA sweater vest and was sent a WHITE ****** **** vest. I immediately contacted TRR with photos of this item, an RMA was created and I sent this item back for a refund. Per tracking the item was received on 5/14. It is now 5/28 and I have not been refunded. I have contacted TRR several times for an update on my refund and I get no resolution. *** sent me the wrong item and have not issued my refund.
Business Response
Date: 05/29/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 05/31/2025

Complaint: 23387120

I am rejecting this response because: I have NOT recieved any correspondence from *** regarding this issue.

Sincerely,

******** ******
Business Response
Date: 06/04/2025
Client has been refunded. Please allow for 3-5 business days for processing. We apologize for any frustrations.
Initial Complaint
Date:05/26/2025
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 a vintage Chanel Caviar Timeless Dome Tote from The RealReal in 2024 for $1318.43 (Order #R303254173). After using the bag for approximately one year, the leather zipper pull broke off.When I took the bag for professional repair, I discovered it was missing an essential metal component that connects the leather pull to the zipper mechanism. This part was completely absent when purchased, not broken from wear.Research of other listings confirmed this metal component is standard hardware. The RealReal's listing made no mention of missing parts or defects.The missing component renders the bag non-functional and can only be repaired with non-Chanel parts, significantly diminishing its authenticity and value.When I contacted customer service about this misrepresentation, they cited return policy time limits and refused to address that I received an incomplete item not accurately described.This constitutes a latent defect that could not reasonably have been discovered until professional assessment was required.Evidence Provided:Screenshot of complete original listing Close-up from their listing showing zipper with missing component Comparison photo from another listing showing complete hardware The photos prove The RealReal's own listing showed the defect, yet this was neither identified during authentication nor disclosed.Resolution Sought: Full refund of $1318.43 due to material misrepresentation.
Business Response
Date: 05/29/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 05/30/2025

Complaint: 23378474

I am rejecting this response because:

The RealReal has offered only store credit, not a refund to my original payment method. Store credit is not an acceptable resolution for a case of material misrepresentation where I received an incomplete item that was not accurately described in their listing.

Since their authentication process failed to identify missing original hardware and their listing failed to disclose this material defect, I am entitled to a full refund to my credit card, not store credit that forces me to continue doing business with a company that has already misrepresented merchandise to me.

Their offer of store credit does not adequately address the misrepresentation issue or compensate me for receiving a non-functional item that was fundamentally different from what was advertised.

I continue to seek a full refund to my original payment method.

Sincerely,

******** *******
Business Response
Date: 06/03/2025
We apologize, we are unable to provide an alternative resolution.
Customer Answer
Date: 06/04/2025

Complaint: 23378474

I am rejecting this response because:
The RealReal's refusal to provide adequate resolution for material misrepresentation is unacceptable. They sold me an incomplete Chanel bag missing essential original hardware, failed to disclose this defect in their listing, and now refuse to provide a proper refund despite acknowledging the issue warranted some form of compensation (their store credit offer).

I have already returned the bag using their provided shipping label, demonstrating my good faith effort to resolve this matter. Despite having the merchandise back in their possession, they still refuse to process a refund to my original payment method.

As a luxury consignment platform that markets authentication as a core service, The RealReal has a responsibility to accurately represent merchandise condition. Their authentication team failed to identify missing components, and their listing team failed to disclose material defects.

Store credit does not constitute appropriate resolution for receiving merchandise that was fundamentally different from what was advertised. I should not be forced to continue doing business with a company that has already misrepresented an item to me.

I will be pursuing this matter through my credit card company's dispute process and considering additional legal remedies.

Sincerely,

******** *******
Initial Complaint
Date:05/25/2025
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 had an account in good state and bought several items, however my account was suddenly blocked and I was unable to check out and was asked to close it and open a new account with new email but I was blocked again and all my purchases are canceled. I feel discriminated and mistreated for no reason when I have been trying to cooperate and they dont provide me a solution
Business Response
Date: 05/26/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:05/25/2025
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 sell something with the real real and the price give me only 15$ and when I sell it its was 85$ and has been change
Business Response
Date: 05/29/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:05/24/2025
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 made various attempts to get confirmation on the bag prior to ordering it. I wanted a BROWN bag and the listed stated it but I wanted confirmation because the images appeared a bit dark. My main concern was the color of the bag. This included emails to the support email address AND a phone call to my local RealReal store in *********************. I was not offered the option to have the bag transferred from the ******************** to the store to see it in person which I found out after the fact was indeed an option.- The listing on the bag stated it was BROWN. I went ahead and took the risk of ordering the bag based on the reputation of the RealReal and your claims of excellent customer service and luxury authenticity. - I received the bag via *** yesterday at 2pm EST. I opened the bag and it was BLACK. - I immediately contacted customer service to alert of my frustration and the issue. - I called the MIami Design District store and spoke to store manager ******. He was very rude but ultimately told me he would escalate a request to have the re-authentification 2 week period waived so I could get an instant store credit. He identified the bag below and said it could be transferred to the store in 2 business days.- I was denied any waiving of the re authentication process and told it could take 21+ days in addition to the 5-7 day refund turn around time to get my money bag and potentially purchase the correct bag which could sell in all that time because they will not guarantee holding the bag.Ultimately this company sold me a ***** dollar handbag under a false and misleading product description with ZERO remorse. They did absolutely nothing but make the entire process not only completely aggravating but then lied several times throughout the process.
Business Response
Date: 05/26/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:05/23/2025
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 think I have been more than patient with The Real Real and this point . My items have not only been lost since last month. The customer support has been horrible and even after losing my items The ********* still continues to make errors even when it comes to my items that are supposed to be reimbursed . Not only are the 3 items listed so far not the items I sent in but then the value of my reimbursement was based on the incorrect items listed . How can you base my reimbursement on items that are not the same as what I sent in? Which in turn means that I may not be reimbursed the proper value of the items I sent in. Then I have the 4 remaining items that still have not been reimbursed and apparently one item is being returned ( black watch band) . I never sent in a black watch band. I sent in pictures of all the items I had in my box with a copy of the enclosed list and still errors are made. Every time I reach out to customer service you are either past off, forwarded , brushed off or someone will get back to you but here we are 3 days later and still waiting to resolve all these issues and still waiting for someone to get back to me. Im the one with the lost items yet the urgency of The Real Real to rectify these errors seems to not be a priority. So how am I ( the victim of the lost items) now being forced to have to constantly follow up ( since apparently a follow means 3 plus days or more or no response back at all) and be on top of something that has been pending with you since last month. I have dealt with every brush you have provided, every I will get back to you & the famous Im not sure we will look into things . I have been as patient as I can but now im way past that. Im dealing with horrible customer service , lost items and incorrect item reimbursement and no urgency to rectify any of it!
Business Response
Date: 05/26/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 05/26/2025

Complaint: 23371949

I am rejecting this response because: the business has yet to respond back from my last inquiry on Tuesday 5-20-2025. They have made no corrections to the mis labeled and mispriced items . They are also missing an item. I sent 7 in total . After reading other peoples complaints I see this business has a history of missing items and low ball reimbursements . The complaints I read in this month all say the same thing. Which is sad because i at one point thought this business was reputable.

Sincerely,

***** *****
Business Response
Date: 05/29/2025
We apologize for the frustrations. We are continuing to work towards a resolution.
Customer Answer
Date: 06/01/2025

Complaint: 23371949

I am rejecting this response because: Im still waiting for the business to fully resolve my issue and all my concerns.

Sincerely,

***** *****
Initial Complaint
Date:05/22/2025
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.
Im trying to make a purchase but my order keeps getting cancelled for no reason. The payment went through according to my credit card. I have been using TRR for many years and this issue repeatedly happens in the past 2 years. I had contacted customer support multiple times about it, but it was never fixed completely. Each time the customer representative promised to have the issue fixed. Sometimes it temporarily allowed me to make one order or two, and then this same issue comes back again and cancelling all my orders. **************** was not helpful at all and keeps accusing me using incorrect information and not passing their automated verification process, while Im sure all my information is correct. I have been using the same information for years and was able to make orders before successfully. Ive been a loyal customer to *** for years and used this account as buyer and seller quite frequently. Now my account gets restricted every time I try to make an order for no reason! It is just frustrating and I want to have the issue resolved once for all. Not just lift my account restrictions for one time.
Business Response
Date: 05/26/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 05/27/2025

Complaint: 23366900

I am rejecting this response because: It says they are getting in touch with me, but I have not yet received any response/message from the team.

Business Response
Date: 05/29/2025
We are reviewing the clients account and will contact once we have a further resolution.
Customer Answer
Date: 05/31/2025

Complaint: 23366900

I am rejecting this response because: I still havent been contacted nor did I receive any response from the team. The customer service initially said they would reach out within 48hrs, but that never happened.
Initial Complaint
Date:05/22/2025
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.
My item I purchased,were stolen and was arrested for having stolen products on hand
Business Response
Date: 05/26/2025
Based on the information provided, no orders have been placed. Please provide more details.

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The RealReal, Inc. is BBB Accredited.