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

  
• 

  The RealReal, Inc.

  80 Wooster St New York, NY 10012-4347

• 

  The RealReal, Inc.

  980 N Michigan Ave Chicago, IL 60611-4501

• 

  The RealReal, Inc.

  1050 Potomac St NW Washington, DC 20007-3559

• 

  The RealReal, Inc.

  New York, NY 10018

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:05/22/2025

  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.

  I ordered a flower arrangement for my mom for her birthday on ***** when she received the delivery it was hardly what I had ordered the flowers she received were in a very cheap vase half dead arrangement so I called teleflora customer service who tried to offer discount t off of next orwr which was not ok woth me I asked for full refund they said this would be inotoatoated in 3 to 5 business days I have still npt received my refund for this order I ha e called muktiole times i do have pictures of what was received and what I paid for that was supposed to be delivered

  

  Business Response

  Date: 05/26/2025

  Wrong company information.

• Initial Complaint

  Date:05/21/2025

  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 received a defective item in poor condition, with damage and wear that was undisclosed by the ********* on the listing, website, and photos. The item had tears in the handle, gouges and cracked piping all over handle, pen marks all over interior pocket. None of this was disclosed in the listing. The item also measured 3 inches shorter than listing measurements, rendering it useless for fitting my laptop and the reason I purchased. I reached out to the customer support email, text chat, and phone line IMMEDIATELY upon unboxing the package, and was told to send all supporting photos of the damages and issues in email and text which I did. I was told to wait ***** hours for a resolution, and then received an email today saying they item was final sale. Per screenshots from their policy on the website, items can be returned when product does not match the description. The wear and damage on this bag were deceptively not listed on their website and in any of the photos. I have reached out to all of their support channels and on social media and am being ignored. I need to file this complaint and will attach all of my supporting proof and records of all of my communications, calls, etc with them. Since 5/20 I have been completely ignored by customer service. Per feedback from other customers this has happened a lot and this company has sent out defective items before with big damages that were not disclosed to the buyer in the original listing descriptions.

  

  Business Response

  Date: 05/22/2025

  We are in touch with the client and working to resolve. 

  Customer Answer

  Date: 05/22/2025

  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:05/21/2025

  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.

  ********* stated I received my items when I did not. They said the package contained one item when I was missing 11. They sold an item retailed for 100USD when it was valued at 1000USD. They told me I could not file a claim because it had been 60 days when it had only been 30 days. They determined my case resolved when it was not. They said it was free to have items returned but after I consigned my items they changed it to $20 per item. They sent me checks for my payment received from selling an item and the checks bounced it did not work or compensate me. When the items were returned back to the sender after delivery had failed they stated it was delivered to me although they had my items. I had to find the tracking number and give it to them before they accepted I was telling the truth about the shipment not being delivered. They continued to close my case when I was attempting to open an investigation. They determined it resolved numerous times when it was not. They said I had insurance on these items when I consigned them but now that they are lost they have not offered insurance coverage.

  

  Business Response

  Date: 05/21/2025

  We are in touch with the client and working to resolve.

• Initial Complaint

  Date:05/20/2025

  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 consigned a ******* ******* bowl with The Real Real (TRR) packed it carefully and shipped it with *** on March 10, 2025, insured against loss or damage by ***. Then I was advised by *** that the item had been damaged and would be returned to me as it could not be sold. This was confirmed. Then the item showed as sold marked down from $100 to $80 on the website. Instead of returning my item to me as promised, *** has said it will pay me a grand total of $3.50. I havent received any correspondence or payment. I believe this is a fraudulent process whereby *** claims an item is damaged and instead of returning the item so I could file an insurance claim with ***, *** sells the item and pay consignors less than the agreed consignment amount and pockets the profits in violation of the consignment agreement.

  

  Business Response

  Date: 05/21/2025

  We are in touch with the client and working to resolve. 

• Initial Complaint

  Date:05/19/2025

  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 am a customer who has bought from them around 3 times, by mistake and since I have changed my email a few times I created 3 accounts with them since they are the emails that I use, they had already let me buy in two of them without a problem, once I bought and an error appeared and they told me it was because I had another email with them, after 6 months I tried to buy again and they told me that my account was blocked because I had several emails, I think I have a maximum of 3, I asked them to close both or what could I do? How could it be solved? I am just a customer trying to buy, I have not done anything wrong, I have only bought around 6 things with them for personal use, I contacted them on May 18 and that is the day that they have not solved anything and they do not let me buy

  

  Business Response

  Date: 05/21/2025

  Client is welcome to checkout via the site. We apologize for any frustrations. 

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23351390
  
  I am rejecting this response because:

  Im writing to formally express my frustration and disappointment after attempting to make a purchase for the eighth time, only to have it cancelled again. Despite correctly entering both the shipping address in ******** (where Im currently located) and the billing information for my active Mexican credit card which has an excellent history my orders continue to be rejected.
  As shown in the attached chat transcript, I was informed that I had been removed from your restriction list, yet the issue persists. The only reason Ive been given is that my shipping and billing addresses are different, which is both unreasonable and unjustified.
  There is no valid reason why a customer should be penalized simply for wanting to ship a purchase to a different location from where their card is registered especially when all information is accurate and legitimate. I consider this a discriminatory practice and a clear lack of respect toward your customers.
  I am therefore requesting that this complaint be formally submitted and escalated to your executive team. Its important they are aware that both your chat support team and engineering department have failed to assist a genuine customer who simply wants to make a purchase.
  Thank you in advance for your prompt attention to this matter. I look forward to a fair and respectful resolution.
  Sincerely,

   

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

  

  Business Response

  Date: 05/25/2025

  We apologize for the frustrations.The client has been contacted with resolution. 

• Initial Complaint

  Date:05/19/2025

  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.

  the ********* is a website that sells second-hand luxury goods. I sent them two bags, one from Herms with the order number HER706337 and the other from Chanel with the order number CHA1203202. But they claimed the package was fake and refused to return it without providing any proof.1.After registering with the real real and sending the package, during the whole process, the real real did not inform me of their policy, which means they took possession of it *************** month after the packages arrived, they had completed the identification of both products and the identification was successful. I have screenshots to prove this, as well as text messages with the consignment manager, who assured me that the product had been authenticated.3. After a week, they changed their mind and started claiming the product was fake. They asked me to provide an invoice. I sent it to them immediately.4.Another month passed, and I again requested the real real to return it, and they clearly replied to me that they would send it to me immediately for return. For this, I keep their emails as evidence.5. On the realreal order page, the status is return in transit, but they replied that the two products will be seized.the real real has clearly violated my rights, and I hope *** can contact them and have them return it as soon as possible.Otherwise, I will sue them immediately.

  

  Business Response

  Date: 05/21/2025

  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: 05/22/2025

   
  Complaint: 23350123
  
  I am rejecting this response because:  The real real did not provide any proof. I cannot accept their decision, they are in complete violation of the consumer protection law.
  
  Sincerely,
  
  *** *****

  

  Business Response

  Date: 05/23/2025

  Per our terms, we are unable to return any items deemed unauthentic. 

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23350123
  
  I am rejecting this response because:  Please provide evidence and proof, otherwise I think your company are defrauding consumers.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:05/19/2025

  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.

  I consigned the item ar The realreal **** and it has been 18days till they pick up my Chanel bag. Now I would love to request a return for the bag since the process is tooooo long. and I ask them to ship asap and provide the shipment date & tracking number. They refused to do so. Could you please help me with this?

  

  Business Response

  Date: 05/21/2025

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

• Initial Complaint

  Date:05/18/2025

  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.

  I am waiting for the bag I purchased that took over 3 weeks to authenticate (R356122843) to be put back up for sale. In reference to order # R356122843 I sent it back to on 4/25 to be reauthenticated and didnt hear anything for 3 weeks. I contacted an agent through email and chat and all they said was to be patient and that it doesnt usually take this long. After 3 weeks I filed a claim with pay pal on May 13th (since I wasnt hearing back from anyone on the status) saying I wanted the bag if it was authentic and I wanted to be refunded if it was not authentic. The real real refunded me on May 15th. I was disappointed as this must have meant the bag wasnt authentic. I contacted them through chat on May 16th for more information as no one contacted me to tell me the bag was not authentic. They said they authenticated the bag on May 15th. This is also the day they refunded me. I have no idea why I wasnt contacted that the bag was authentic before they refunded me. It also makes me question the bag's authenticity as I specifically said in the pay pal claim that I wanted the bag back if it was authentic and refunded if it was inauthentic and I was refunded. I am so upset over this whole experience and I really just want the bag back since they said it was authentic. The chat agent on 5/16 just said I have to put it in my obsessions and waitlist and wait for the bag to be back in stock and did not tell me when that would happen. Can I please be recharged and sent back the bag? As a longtime customer I dont understand the lack of communication. Please see below for ****** claim. I specifically said I want the bag if it is authentic. I am requesting that the bag is sent back to me. I am also requesting this issue be sent to someone who is a manager or senior manager.

  

  Business Response

  Date: 05/21/2025

  We are in touch with the client and working to resolve. 

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23346194
  
  I am rejecting this response because: I keep getting the same reply. They are "looking into it, still working on it, didn't forget about me". I don't get any answers. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 05/25/2025

  Client has been updated with resolution via email. We apologize for any frustrations. 

• Initial Complaint

  Date:05/17/2025

  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 tennis shoes from *** on March 30, 2025. I was home when the package arrived and immediately opened it. When I did the box only contained one of two shoes. The box appeared to have been unsealed and resealed at a seam. I immediately contacted TRR, was asked for pictures of the box, shoe and shipping label. I supplied these pictures and after a 45 minute chat session, I was told I was authorized to return the one shoe and that I would receive a refund. I have returned the one shoe, *** has acknowledged receipt of the shoe, but has not refunded me or given me a store credit. When I contact them now, I am in an endless loop of calls, chats and emails promising help, where I next receive a claim that they sent me two shoes and I only sent back one. I have attached all of the email correspondence. There have also been numerous chats and a call to them. In the call, I was again told I would get a refund. Based on this experience, I have asked for the return of all my consigned items. *** refuses to respond to this request. Resolution for me would be to get a refund or a store credit for the tennis shoes. I paid $284.74, and have spent hours trying to resolve this. I would also like my consignments to be returned. I no longer want to do business with this company.

  

  Business Response

  Date: 05/21/2025

  Client has been refunded. We apologize for any frustrations.

  Customer Answer

  Date: 05/22/2025

  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; however, the fact that I had to spend numerous hours attempting to have TRR do the right thing and ultimately contact them he BBB is disappointing and a frequent occurrence for this company.  Buyers and sellers beware!  Do not waste anymore of your time once you have made one good inquiry.  Trying a second time, or fifth or sixth in my case, gives you no better chance of resolution.  Lodge a complaint with BBB early, as this is the only thing TRR will appropriately respond to.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/17/2025

  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 ***** designer bag from The Real Real, and it was definitely a super fake. The material was made from faux leather and the serial number was a known number used by counterfeiters. I let them know I was not happy with my purchase and provided them with numerous pictures and descriptions of the feel and smell of the bag not being leather. Their resolution was for me to return the bag for re-authentication, which resulted in them saying the bag was genuine.I was not offered a refund and do not want to own a fake bag, I spent close to $300 on this purchase. It's really disappointing that a merchant that calls themselves The Real Real are selling counterfeited goods. I know the difference between genuine leather and faux leather, this was plastic to the touch and smell. What they are doing is dishonest and unethical. I will never purchase anything from them ever again.

  

  Business Response

  Date: 05/21/2025

  We are in touch with the client and working to resolve.