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.

  8500 Melrose Ave West Hollywood, CA 90069-5145

• 

  The RealReal, Inc.

  980 N Michigan Ave Chicago, IL 60611-4501

• 

  The RealReal, Inc.

  1441 Brickell Ave Ste 1014 Miami, FL 33131-3428

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:05/12/2025

  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.

  I am filing this complaint due to The RealReals ongoing refusal to return over $6,000 worth of my personal property that was consigned to them. Despite multiple requests and the submission of proof of ownershipincluding receipts and documentation for each itemThe RealReal has sequestered these items without providing any transparent explanation, timeframe, or clear path to resolution.Most troubling is the fact that one of the sequestered items was purchased directly from The RealReal in the first place, making any questions of authenticity or ownership especially concerning. This indicates either a failure in their internal inventory and tracking process or an unjustified withholding of property that has already been verified through their own platform.I have contacted their customer service department multiple times to resolve this matter amicably, but communication has been sporadic, evasive, and ultimately unproductive. No justification has been provided for why my itemsworth in excess of $6,000remain in their possession, nor any assurance that they will be returned or ************** a paying customer and consignor acting in good faith, I expect a business to act with transparency, professionalism, and accountability. I am requesting immediate action:1.A full and itemized explanation of the reason for the sequestration,2.A documented timeline for the return of my items,3.Immediate release and shipment of my consigned property back to me,4.A formal apology and assurance that this will not happen again.If not resolved promptly, I will consider further legal action and will continue to pursue every available recourse to recover my property and hold The RealReal accountable for this unacceptable conduct.

  

  Business Response

  Date: 05/15/2025

  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:05/09/2025

  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.

  Theyve kept my handbag claiming it to be a fake and instead of returning it, they are telling me they are going to confiscate it. I provided a store receipt as their policy asks for but they are claiming it is not a retailer they accept because its not a first hand retailer - this is not stated in their policy. Furthermore, I sent them this handbag 6 months ago to sell and they returned it. My sales *** at that time encouraged to send it in again because I may get a different authenticator and they may take it after all. So they returned once before and now they are deciding it is a fake? And Ive provided the receipt to show I paid for it. They also claim I am responsible for making sure something is authentic. If I purchase from a store that tells me they checked for authenticity, just like the Real Real, am I supposed to be able to tell otherwise? Who is to say the Real Real authenticators are wrong and the store I purchased it from was right? Either way, to keep someones merchandise after theyve proven it was purchased from a legitimate establishment is criminal. I asked for a phone call and no one has called me.

  

  Business Response

  Date: 05/15/2025

  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:05/09/2025

  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 selling counterfeit goods. I have just received a handbag from their website that is not authenticate. I had have it authenticated myself and it was deemed as not authentic. I am sending the bag back and going through a process of re-authentication. This is illegal.

  

  Business Response

  Date: 05/15/2025

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

• Initial Complaint

  Date:05/08/2025

  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 sent them a Burberry trenchcoat with price tags for them to sell once it got to the facility a few weeks went by and I was contacted said they had posted up for sale. Once I saw my item on their website I messaged ****** their employee I was dealing with I asked them of this item was mine that was on the website. They said yes I asked him to take it down because my item brand new is 2600 bucks which it was brand new with the tags still on it they had it up for sale for ******************************************************************* for hours later it was sold I filed a complaint would help me out a month later they told me the person to return the item so I asked them to send it back to me after a few months went by I got back my item and the tag was not on it. Neither was the plastic casing I sent it in there impossible to get a hold of and talk to you. I am very disappointed. They had my item for months and now that I have it back it does not even have a price tag on it.

  

  Business Response

  Date: 05/15/2025

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

  Customer Answer

  Date: 05/21/2025

  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:05/08/2025

  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.

  Following an unresolved dispute regarding the false determination of two consigned items as inauthentic, The RealReal has now escalated its actions by deactivating my account and blocking $3,932.80 in site credit that rightfully belongs to me. These funds were accumulated through prior sales, not part of any disputed transaction.I previously submitted all purchase receipts and proof showing that the flagged items were purchased directly from *************** official website. I sent a detailed email to The RealReal disputing their error over a week ago, and no one from the ************** has responded. Despite my follow-up via customer service chat and their assurance that the matter was escalated, no resolution has been ************, in addition to refusing to correct their error, The RealReal has denied me access to my account and to nearly $4,000 in site credit. This is unacceptable and appears retaliatory in nature.Desired Resolution:1.Immediate reinstatement of my $3,932.80 site credit.2.Full written response to my dispute regarding the authenticity claim.3.Reinstatement of my account and a formal ******************* that my personal property will not be destroyed without proper basis.If this is not resolved promptly, I will escalate the matter with my credit card company and pursue legal action.

  

  Business Response

  Date: 05/15/2025

  Client has been updated via email with resolution. 

• Initial Complaint

  Date:05/07/2025

  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 consigned a valuable designer jacket with The RealReal, which they received and acknowledged on February 1, 2025. The item was confirmed as accepted, having passed their authentication and quality standards. As of today, May 7, 2025, more than three months later, the item has still not been listed for sale.I have reached out to their Consignor Relations team multiple times, and I have received only vague, repetitive responses from different representativeseach assuring me that the matter was being escalated or worked on, with no resolution or meaningful follow-up. My emails with representatives including ****, ******* Arvin, and ****** all repeat the same language with no transparency or progress.This pattern of delays strongly suggests that my item may have been lost, mishandled, or improperly logged in their system. I am not being given any clear explanation, listing timeline, or form of restitution. This constitutes a breach of their obligations under the consignment agreement, as they have failed to either list or return my property.

  

  Business Response

  Date: 05/15/2025

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

  Customer Answer

  Date: 05/15/2025

  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:05/07/2025

  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.

  have been trying to buy a pair of shoes for the last hour but no matter what i do my credit card keeps getting declined tried using multiple different cards and THOROUGHLY ensured all the info was correct. my conclusion: yall are a SCAM

  

  Business Response

  Date: 05/13/2025

  The information provided is not sufficient. No attempted order made with information given.

• Initial Complaint

  Date:05/06/2025

  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.

  The ********* accepted my Chanel purse, then lost or stole my purse for 3 months, then is only paying me a fraction of the value. This is after me asking for 3 months what the status was. They they try to bully me with the small print on the consignor agreement that i need to accept their value of the bag. I know that i have rights and this is not appropriate. i want to be compensated for entire value of the bag.

  

  Business Response

  Date: 05/07/2025

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

• Initial Complaint

  Date:05/06/2025

  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.

  Trying too not refund my money giving me the run around want give me a return label just received merchandise today!

  

  Business Response

  Date: 05/07/2025

  Client has been advised to contact our third party Cover Genius for next steps. We have reached out on their behalf as well.

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23295697
  
  I am rejecting this response because:

   

  Hi I tried contacting the 3rd party and they said they could not help me.  I'm 67 years old and this was a mother's day gift for my daughter it was completely unacceptable! Please please help me!!

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

  

  Business Response

  Date: 05/13/2025

  Client has been updated via email with more details.

• Initial Complaint

  Date:05/06/2025

  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 was gifted 4 handbags ( 2 Hermes, 2 ***** Vuitton) from a family friend from her personal collection. I reached out to the Real Real so I could see if they were authentic and if they were then possibly consigning them. On March 27th I was visited by a RealReal **** ******** *******, for a preliminary inspection of the bags. The *** and I chatted and she told me about the whole process. She told me that if they turned out to be inauthentic that they would be returned to me. I agreed to this and she took al 4 bags. From here it gets rocky -Bags marked as received on realreal portal April 5 - 3/4 bags marked as authentic and "waiting price review"-Weeks go by with no updates so I reach out to customer service, they just tell me to wait -after weeks of no movement portal updates items says that they couldn't be verified and will be shipped back to me. to look out for tracking info -Don't hear anything after days so I reach out. They tell me they need me to provide proof of purchase to get items back. 1. this is impossible as the bags are gifts that were purchased originally decades ago. 2. This is the first time i'm hearing about the possibility of having to provide proof of purchase -Reach out to ******** directly she tells me that the items cannot be returned and they have to be destroyed per federal law (different than what she originally told me)-RealReal reaches out directly to me for the first time since my purses got shipped off and they confirm that my bags wont be returned to me per federal law.- Their website communicates that if bags are inauthentic they will be returned to me at no cost. - I present this to them and hear nothing back (This final communication was sent to them this Saturday)The issues have been Contradictory information, lack of communication and refusal to return my belongings as was agreed and stated on their website. I feel like I am being deceived and stolen from.Items:#LOU1062520 #LOU1062516 #HER715420 #HER215425

  

  Business Response

  Date: 05/07/2025

  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: 05/07/2025

   
  Complaint: 23295187
  
  I am rejecting this response because:

  The information given at this time is contradictory to the information listed on the bylaws of the website, on the user portal and as per the verbal agreement with the consignment *** at the time the items were picked up from me. No where was I alerted that there was a possibility of items being revoked until now.

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 05/13/2025

  We apologize however, aligned with our Terms and Conditions, we cannot return counterfeit goods.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23295187
  
  I am rejecting this response because:

  There has been no communication or proof in regards to my items being claimed to be counterfeit. At the minimum I require visual and written proof of the reasoning behind the items being deemed counterfeit. At this point in time I am being asked to accept only the RealReal's word on the status of my items and that holds no weight. 

  Sincerely,
  
  ***** ****