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.
589 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:05/17/2025
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 bags from this company that I bought from the online seller on ******** not knowing what they sold me isnt authentic . They guaranteed me that they sold authentic pieces. I am not an expert to authenticity of luxury items but I took the word from the online seller that they were selling authentic items. I consigned it to real real to make some out of it and then real real said its questionable for its authenticity. I understand I may be deceived also by the seller but what Im asking from the company real real is to return me back the items so I could get a refund from the online sellers but they wont return it. They said its gonna be thrown. I showed the company real real for the invoice of the purchase plus receipts but they said they dont accept it because its their rules .. I totally get it but as consideration to this matter I am also unaware. I was just trying to make some money but the employee named ***** from real real is so heartless .. I dont know how to resolve the issue and if at least I know and will be more careful next time. The company ********* made a lot of money out of the items I consigned with them and sometimes almost gave away price. I hope they give me back my loses because thats a lot of money
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.
Initial Complaint
Date:05/16/2025
Type:Billing 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 sold 4 bags to the retail store on 5/12:2025 in ************* ,**. I was told I would receive payment in ***** hours. I was paid for one of the bags, not the other 3 bags. **************** is giving me the runaround. I would like payment or my bags returned.
Business Response
Date: 05/21/2025
We have been in touch with the client and worked to resolve.
Initial Complaint
Date:05/15/2025
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.
January 20th, I was supposed to have a meeting with **** ******* that afternoon at noon to discuss how it works. I never got a call, however, I started getting texts almost every other day to consign my items. After realizing that I would have to release my items to them, I was not interested. I was under the impression that I could sell my items on their platform. I recently gave the real the real a chance after texts messages almost every other day from ****, I decided to start by sending in 8 items all new, two with tags still attached. These items were sitting in packages at home, very well kept. I packed them all carefully, the way I pack my pieces when I ship to buyers with pink tissue and carefully placed in order to stay straight and look like it was bought from a high end store. The package was picked up by *** on April 28th.I reached out to **** on the 28th of April, I asked her when I would expect to discuss prices with them. She informed me that the real, the real authenticates the item, and then puts their own prices. I then asked what their commission would be, she sent me a link showing their commission. I was not too happy about this, and I decided to request my things be sent back to me. I reached out to ****, asking that she returned my items, she asked me to text MYTRR to request my items. I did so, I was then asked to wait till they receive my items. I asked them to make note that I do not want the box opened. I reached out every day for 3 weeks. They finally sent my items back in 2 boxes, I noticed they had gone through my brand new items that had tags on them , put their tags on all my items but stole my ***** headband with Swarovski and ***** hat , they also destroyed my Philosophy by ********** dress, it has a year and is filthy, like it was placed on the floor and stepped on. They never had the intention of returning my items, they put their tags on my items . I will be taking legal action from here. **** ******* stopped responding.
Business Response
Date: 05/21/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:05/15/2025
Type:Service or Repair 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 have been seeking a resolution since April 26 regarding a Prada bag that The Real Real sold with an incorrect condition stated and questionable authenticity. I received the bag and immediately contacted **************** because the Prada bag did not have an authentication tag or serial number. I was also very disappointed to see the bag in significantly worse condition than stated on the website. It is heavily scratched, balding at the corners, has a bleached **** on the front, and an odor. The Real Real promised the condition as "good" and claimed only the following damages to condition: "Moderate scuffs at exterior edges; minor scratches at exterior; minor ****ing at exterior; slightly misshapen handles." The scuffs are full balding at corners that cannot be ***aired, the scratches and ****ings are more than minor and the bag has an odor that was never stated.The ********* has only addressed the authenticity of the bag, stating it is "vintage" and that I can send it to the warehouse for re-authentication. I have asked ***eatedly what happens with the re-authentication process and if my concerns about the condition will be addressed. These questions have gone unanswered, and *** has only offered a *** label for re-authentication with no further details on the process.I have asked to connect with a more senior service *** to better understand what happens next and to try to resolve this problem. I have only been passed around to service ***s who don't answer the questions posed.I would like to return this bag for a full refund because the condition was stated differently, to the point of being damaged (I don't want to carry it), and there is no serial number or valid way to authenticate the bag as a real Prada bag.
Business Response
Date: 05/21/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 05/22/2025

Complaint: 23335649

I am rejecting this response because: the matter is still not resolved and has been ongoing since April 25th. I have attached additional emails trying to get clarity and a solution from the business.

They fundamentally did not abide by their end of the purchase- the business promises condition advertised and authenicity of designer products. They cannot substantiate authenticity and the condition is more damaged than advertised.

The business has provided me with a shipping label to send the bag in for authentication. But they have not told me what happens when I send in the bag, how long it will take, and what will happen if we disagree about the veracity of the bag. I don't see how we will reach resolution- they're selling a Prada bag that they call vintage. This means they cannot find another example and it has no tags, labels, or serial numbers that allow me to contact ***** and verify the bag's authenticity. I am absolutely not comfortable with this. This is a loophole to sell counterfeit goods. Calling something "vintage" without proof it is Prada, is not a resolution.

However that is only one part of the problem. When I ask them how they're going to address the condition, they never acknowledge it or respond. The solution suggested by the business is that I send my $300+ purchase to them so they can "authenticate" and tell me it's a vintage bag by ***** and then I have to accept it again.

That is not a viable solution. The bag's condition is severely different than advertised and it is not a bag I would be proud to wear because it is so scratched, marked, and smelly. I've also asked leather repair people if they can try to fix it and it is deemed an unfixable bag.
I have been emailing with this business for a month trying to resolve. The solution I want is for the business to accept the bag as with a full refund and figure out the authenticity and condition errors on their own time and dime, and let me have peace as a customer.
Sincerely,

Calla Di ******
Business Response
Date: 05/25/2025
We are continuing to work to resolve. We apologize for any frustrations.
Customer Answer
Date: 05/27/2025
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,

Calla Di ******
Initial Complaint
Date:05/15/2025
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 purchased a dress with the original price of $525.The item was discounted 20%I had $321.80 gift card/site credit I was charged:103.2 for the dress ***** for shipping and then ***** for tax.Taxes for this sale were calculated BEFORE discounts. They should be calculated AFTER.
Business Response
Date: 05/21/2025
Client has been advised the sales tax was properly applied in accordance with the items sold price.
Customer Answer
Date: 05/22/2025

Complaint: 23334692

I am rejecting this response because:
sales tax is usually calculated on the transaction's final price, which takes into account any reductions from discounts, coupons, or other credits.
I had approx $317 in site credits that was not taken into account re:tax burden.
Sincerely,

******* ********
Business Response
Date: 05/25/2025
The order has been processed accurately. We apologize for any frustrations.
Initial Complaint
Date:05/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I sent multiple items to TRR, and I was unhappy with the prices for a couple of items, including one that had sold. I let customer service know, and they agreed that 1 sold item was priced lower than it should have been. I was given a post-sold adjustment, and they offered to send 1 of the other items back that they could not raise the price on. I agreed only if they would not charge me for the return. The representative told me it would be waived, and gave me the item numbers of 3 items being returned to me (I only asked for 1, and that the other 2 be relisted). I asked again if I would be charged for the return and I was told NO, that it was being waived for all 3 (even though again, I only asked for 1 back). Now today I have been paid, and $60 is missing from my check- the amount of 3 returned items that I was assured multiple times I would NOT be paying for the return on (and which still have NOT been returned to me after almost a month). I am extremely upset about this entire situation. I want my $60 immediately, that money was due to me today. I also want my items back that were promised to be sent back to me at no charge.
Business Response
Date: 05/16/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 05/16/2025

Complaint: 23332046

I am rejecting this response because:
The only contact I have had with the business about this complaint was a customer service representative replying to my email to state that I would have my $60 on 6/15. That is not satisfactory or acceptable. The money was due to me on 5/15, and was improperly withheld due to their error. The money is therefore due to me now, and not in a month unless they plan on paying me interest.

Sincerely,

****** *******
Business Response
Date: 05/21/2025
Client has been advised that we are working to resolve asap. We apologize for any frustrations.
Customer Answer
Date: 05/22/2025

Complaint: 23332046

I am rejecting this response because:
I do not yet have my money OR my items that are supposed to be returned to me (they have not been shipped or even had a label created, and it's been almost a month). I will accept TRR's response/solution once they have given me the money they incorrectly withheld, and once they have sent back the items they said they were sending back. Otherwise, I cannot accept their response as currently there has not been any resolution.

Sincerely,

****** *******
Business Response
Date: 05/25/2025
We apologize for the frustrations. We are working to resolve ****
Customer Answer
Date: 05/27/2025

Complaint: 23332046

I am rejecting this response because:
Still waiting on my money. Will be happy to accept the response once I have what Im owed.

Sincerely,

****** *******
Initial Complaint
Date:05/14/2025
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 ordered a *** **** Dress from the RealReal, it was advertised as an XXL. When I received the item it was a size S and did not match the given measurements on the listing. I contacted TRR Saturday May, 10 and received a response Sunday at 9pm. I did not see the email until Tuesday evening, it which they informed me the case has been closed due to my lack of response. Two days before closing a case is ridiculous, as this is 100% their error. I responded I would like return shipping label and can send out same day, but they will not because its closed. I reached out THE SAME DAY I received the dress, how are you going to close it in less than two business days. I just want my money back.
Business Response
Date: 05/15/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 05/29/2025

Complaint: ********

I am rejecting this response because:
Hi, I was not able to reply to my complaint because the resolution took so long on their part. Is there anyway to open up #******** again? They stated in their email I would receive back shipping fees (total refund of $47) but instead I only received $27. Not only did they say they would refund me, but it was also their error they sent the wrong item in the first place. It is unconscionable to make someone pay shipping for an item they technically didnt even order.

Thank you!

Sincerely,

******** *****
Business Response
Date: 05/29/2025
Client has been updated via email with resolution.
Initial Complaint
Date:05/14/2025
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 signed a consignor agreement and sent them 3 ************* handbags and a larger ************* bag with the original purchaser receipt to help the authentication process move faster. I received a notification that they were unable to authenticate and had shipped them back. The items status also updated to shupped back. After not having any update, I requested the tracking number to which they stated the items will be destroyed unless I provide the original purchaser receipt. I explained that it was already sent with the original shipment of the items. They replied letting me know they were reaching out to the authentication department to find it. They never responded. I have sent texts to ***** and have sent requests to the support team and have not received a response other then automations. They have my items which they stated would be close to $8000, the purchaser receipt and refuse to sell them, send them back to me, or even respond to me regarding the status of my items!
Business Response
Date: 05/15/2025
We are in touch with the client and working to resolve. 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: 05/15/2025

Complaint: 23328797

I am rejecting this response because:I have reached out to you. I have not received a response. Your team never deemed them to be counterfeit, only saying that they are unable to verify authentication and needed the purchaser receipt which I had provided with the package containing the items. Destroying the items only because you are unable to verify them does not confirm they are counterfeit. In your possession is the documentation reflecting the purchase from the ************* store.

Sincerely,

***** ******
Business Response
Date: 05/16/2025
Per our terms and conditions, the items have been sequestered and will not be returned.
Customer Answer
Date: 05/19/2025

Complaint: 23328797

I am rejecting this response because your company has lost the documentation I've provided showing original purchase and authenticity. You are retaining my items for your own benefit and profit at my expense.

Sincerely,

***** ******
Initial Complaint
Date:05/13/2025
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 "Louboutins" from TheRealReal online. They shipped them (and neglected to give me the receipt via email - and also took the listing down). They didn't really even look like the pictures of the ones I wanted - which were the ones I assumed I was going to be purchasing.They are not real. I took them to a consignment shop and they informed me they weren't able to take them. I double checked online for authenticity - nope, not real.I bought these during the pandemic so I'm playing a game of catch up - a lot of things simply weren't available in person - like authentication and in-person ************* now I'm stuck with a ghost purchase and shoes I do not want.Customer service non-existent - which is apparent because I literally have the shoes but no tracking number, no receipt, no nothing.Just my account that says I never purchased anything and a thousand promotional emails and texts for fake shoes. I'm not the only one either.
Business Response
Date: 05/15/2025
We are in contact with the client and working to resolve.
Initial Complaint
Date:05/12/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear Better Business Bureau,I am writing to formally file a complaint against The RealReal regarding a recent transaction in which I, as a customer, have been unfairly denied a refund after a package I purchased was lost in transit.On January 29, 2025, I made a purchase from The RealReal totaling $1070.55, which was shipped to my address via **** Unfortunately, the package was marked as delivered but was stolen before I received it. Upon reporting the issue to The RealReal, I filed a claim with *** and was informed that they would file a claim with the courier for the missing merchandise as well. The courier service accepted the claim and issued a refund to The RealReal on February 7, 2025, for the full value of the lost goods. However, instead of passing that refund along to ***** customer who paid for the ********************************* informed me that they would not be issuing a refund and advised me to file a claim through my renters insurance.This response is unacceptable. The RealReal has now been compensated twice: once by me for the original purchase and again by the courier through the claim. I have been left without the goods or a refund, and the burden is being shifted onto me to seek reimbursement through my home owners insurance for a loss of merchandise that never entered my home and the company has already been compensated for.This is not only unfair but potentially unethical and in violation of consumer protection standards. I respectfully request that the Better Business Bureau review this matter and take appropriate steps to help resolve this issue. I am seeking a full refund of $1070.55 from The RealReal.I have attached relevant documentation, including the order confirmation, correspondence with The RealReal, and any courier claim acknowledgments, to support my complaint.Thank you for your assistance in this matter.Sincerely,****** ******
Business Response
Date: 05/15/2025
Client has been advised to file a report with homeowners or renters insurance to initiate a claim for the missing item. We apologize for any frustrations.

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The RealReal, Inc. is BBB Accredited.