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    The RealReal

Ratings On Other Platforms

Trustpilot
4.1 / 5
Better Business Bureau
1.1 / 5
Corporate Values

Overview

The RealReal has a consumer rating of 3.73 stars from 4,744 reviews indicating that most customers are generally satisfied with their purchases. Consumers satisfied with The RealReal most frequently mention customer service, great experience and fast delivery.The RealReal ranks 4th among Discount Clothing sites.

  • Service
    326
  • Value
    315
  • Shipping
    313
  • Returns
    255
  • Quality
    303

This company responds to reviews on average within 3 days

Positive reviews (last 12 months): 49.8%
Positive
815
Neutral
115
Negative
708
View ratings trends
272
See all photos

What reviewers want you to know

Positive highlights

  • Have been shopping for 8 years and there is always consistently great customer service.
  • I absolutely love the shoes I got from my first shopping experience with The Real Real.

Critical highlights

  • I think they purposely make the return policy unclear so that they can make money on customers misunderstanding it.
  • I proceed and reached out to consignor relations about the problem and they tell me to contact my luxury manager.
How would you rate The RealReal?
Top Positive Review

“Blown away!”

Rebecca D.
7/11/21

I bought my first Chloe bag, and the quality is amazing! The description mentioned why it received their rating of "very good", but you never know what it'll look like in person. It came with the auth. Cards, booklet, etc. and in beautiful condition! Super happy! Got a great deal on it since the color isn't sold in stores, but the bag still is. $639 for a $1400 bag! <3

See positive reviews
Top Critical Review

“Worst customer service”

Shelley D.
3/10/22

The customer service associates leave you online in an open chat for hours if they choose not fulfill your request, they just disappear and wait for the chat to close automatically after several hours, to avoid negative feedback. They offer the worst shipping options for very high rates. I just payed for 30,00 dollars for 1-2 day shipping, the order was placed on Wednesday tracking shows estimate Monday. The rude associates just disappear and leave me waiting with no response. This company has one of the worst customer service.

See critical reviews

Reviews (4,744)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (640) shopping experience (44) return policy (47) quality items (28) luxury manager (7)
shelleyd158
2 reviews
0 helpful votes
March 10th, 2022
Verified purchase

The customer service associates leave you online in an open chat for hours if they choose not fulfill your request, they just disappear and wait for the chat to close automatically after several hours, to avoid negative feedback. They offer the worst shipping options for very high rates. I just payed for 30,00 dollars for 1-2 day shipping, the order was placed on Wednesday tracking shows estimate Monday. The rude associates just disappear and leave me waiting with no response. This company has one of the worst customer service.

clares91
1 review
9 helpful votes
July 1st, 2021
Verified purchase

I had an order that shipped in multiple parts, which was fine as I know things are stored in different areas, but one pair of jeans just never made it. I had to call customer service three times over 3 weeks and finally asked to just cancel and refund it. Another pair of pants I ordered were labeled online as a 27 and shipped as a 25. It was such a slow process to get my refund money back that I don't know if I'll be ordering again.

Products used:
Shorts and sweater

Service
Value
Shipping
Returns
Quality
louisec309
1 review
13 helpful votes
September 3rd, 2021
Verified purchase

Waste of time and money, total over pay for poor quality items with customer service that are asleep! Terrible service Im still after months waiting for refunds... im not happy at all and been so patient its like a money bin drop once paid kiss good bye to satisfaction guaranteed.

When they refund my money in full including sales tax and postage... I will let site jabber know to be totally transparent... meanwhile its ugly!

ther1016
TRR S. – The RealReal Rep

Hi Louise, we're so sorry for your experience with us and for the delay in your refund. We'd be more than happy to help. Please send us an email to customerservice@therealreal.com so our team can assist you.

gaild306
1 review
8 helpful votes
January 14th, 2022
Verified purchase

I purchased an expensive Louis Vuitton bag. Was supposed to be ‘real' in excellent condition with no signs of wear. Product was not real! No numbered tag inside and they put a fake paper number in the pocket for the wrong style, (Louis does not do this at all). Tear by the zipper and stained inside. On a good note. Even though it was a non refundable purchase the proof was in the photos and they fully refunded me when I returned the bag. Excellent customer service but you need to know what you are looking for.

Tip for consumers:
Do research so you know what to look for

Products used:
None

Service
Value
Shipping
Returns
ther1016
TRR S. – The RealReal Rep

Hi Gail, we're truly sorry for this but glad our team was able to help. Please reach back out to us if there is anything more we can do for you.

lindaa1455
1 review
23 helpful votes
August 27th, 2021

I left a twice-worn pair of Chanel boots in the box with documents listing retail price and three weeks later I spent over an hour trying to track them down. Then I was told if they sold with commission I would be making less than 25% of what I paid for them. They were in perfect condition. I asked for them to be sent back to me, as this is a real ripoff I believe. Let's see how long, if ever, they get sent back to me. I', very disappointed.

dianad808
1 review
9 helpful votes
July 1st, 2021
Verified purchase

I've made a number of purchases through TRR and have been generally been happy with the process. However, there was a mix up in my last order and, despite three emails to the company, it still hasn't been resolved. My last package included a garment I never ordered. Unfortunately, the one I did order was missing. Sometimes these things happen but it's been more than a week now and no one has updated me on the missing garment. Total first world problem but I'd like to get it sorted.

rebeccad814
1 review
1 helpful vote
July 11th, 2021

I bought my first Chloe bag, and the quality is amazing! The description mentioned why it received their rating of "very good", but you never know what it'll look like in person. It came with the auth. Cards, booklet, etc. and in beautiful condition! Super happy! Got a great deal on it since the color isn't sold in stores, but the bag still is. $639 for a $1400 bag! <3

Tip for consumers:
I ordered a Chanel from the RealReal in 2011, and was pretty disappointed with the way it was folded in storage (I’m assuming, since the bag always retained this shape). I heard similar stories as well. But this purchase totally changed my perception of the site! Blown away.
Shipping received a lower review due to shipping costs being a bit high. ($11), but was accurate with the delivery time.

Products used:
Chloe small Faye bag - dark green

tashat66
1 review
14 helpful votes
December 22nd, 2021

Terrible customer service. They are super helpful before you send your items in, but once they have them it is almost impossible to get any customer service. I have spent at least 8 hours trying to get in touch with my contact, the real real phone number, text... you name it. I have even received drunk text messages from the original contact number I had in the middle of the night. So unprofessional. I deeply regret consigning my items with them.

ther1016
TRR S. – The RealReal Rep

Hi Tasha, thank you for bringing this to our attention - we truly apologize for the messages you have received. Please reach out to our team on social media with your account details so we can address this with you ASAP.

martined10
1 review
26 helpful votes
June 2nd, 2020
Verified purchase

So far, I really enjoy the site. Some real real feedback: I received some pants today that were depicted as light gray, but the description said charcoal. What arrived was in fact charcoal and did not match the pants in the pictures. The measurements in the listing were correct, though. Personally, I'm fine with it so no issue here, but I could imagine someone else out there being pretty upset about it. Overall, I'm pleased.

Service
Value
Shipping
Quality
alexs1475
1 review
5 helpful votes
May 14th, 2021
Verified purchase

I have been shopping at The Real Real for the past five years. I do like the site as you can find some great bargains there. However, at times, items arrive in a very worn state, which is not mentioned in the description of the item - so you immediately lose $24 (to and from) on shipping, sending the article of clothing back. And their customer service could definitely be improved. For instance, customer service emails sometimes remain simply unanswered.

lilianac47
1 review
8 helpful votes
April 1st, 2021
Verified purchase

Able to find great pieces if you're willing to put in time everyday to look. First come, first serve. Love the payment plan. Customer service however, needs to be better. I've called and whomever handles the customers via phone, sounds like they hate life. No social skills at all. And the sad part is it's always someone different, yet they all seem like they'd rather be doing something else. They don't follow up via emails, so calling is the best option...

jhanb
1 review
4 helpful votes
August 17th, 2020
Verified purchase

This site combines so many things I love: designer brands, incredible prices, amazing service and an artful display, all in an easy to use format that has me coming back for more again and again. I recommend TheRealReal constantly to friends who ask about my wardrobe, always joking that "No, I do not work there or own stock. I just love it!" Love that this entity exists. Thank you for making used merchandise so incredibly glamorous. Your high standards are very much appreciated.

syuzannal
1 review
2 helpful votes
April 14th, 2021
Verified purchase

Have to admit I was hesitant to make my first purchase but once I received it - I was in love! Products are true to the online marketed image and description. I'd recommend to actually add a comment when certain brand runs small or large (will save me some money from all the return fees I have to pay due to wrong size).
Quick and great customer service!
Hope I'm the future you can make your returns free.
Best
Sue

nasimam1
2 reviews
6 helpful votes
January 13th, 2022
Verified purchase

I am having the worst experience with Therealreal, I spent A LOT of money for a purse with chains. When i received the item the chain was missing? I have been contacting them repeatedly for over a week trying to get some sort of answer about where the chain is. I spent over 200$ on custom duties to receive it, so returning it would put me down by that. Wanted to wear the bag this week but i can't without the chain. They don't care about customer experience please shop elsewhere!

Service
Value
Shipping
Returns
Quality
mandib26
1 review
1 helpful vote
August 1st, 2021
Verified purchase

I am both a frequent purchaser and seller on the site. They make it extremely easy to consign and pay quickly when items are sold. As far as the purchasing side, the merchandise is always in excellent condition, arrives quickly and returns are easy if the merchandise isn't just right. What I love most is that you can find really special pieces from previous collections at great prices. The ultimate treasure hunt!

tamm18
2 reviews
45 helpful votes
March 31st, 2021
Verified purchase

They sold my luxury items for 4% NOT 40 % or 55% as advertised. They damaged most other clothes and sent them back filthy and ripped with tags off and so I can't sell them.
I have contacted the better business bureau.
They 100% ignore your emails and calls and desperate pleas to get your items back then you see that they sold them for super low prices and give you a few pennies.
HORRIBLE. This company owes me at least $2,000.

rosad79
1 review
1 helpful vote
February 9th, 2021
Verified purchase

This is a GREAT place to get great brands at low prices. Like we don't have anything like this in Canada, and I'm very glad that a lot of consignment stores now offer an online experience! I love how I can buy many things at once and not pay shipping on each item, like on Poshmark, and I get DEALS and promotions!

Very cool idea.

The ONLY downfall is that you get a UPS bill for each package that's sent, but I guess that's UPS not TheRealReal.

megand280
1 review
16 helpful votes
June 1st, 2021
Verified purchase

I ordered some shoes. Then I got a notification that "due to Covid" they would be delayed 3 days. 6 days went by and I never heard anything, so I reached out to customer service. They said that they would see what happened. Then 3 days later they tell me that the shoes aren't available. I had received a $100 credit + $100 discount and had used my commissions + additional money to pay for the shoes. Nothing was refunded. Horrible experience!

albertoa111
1 review
0 helpful votes
July 2nd, 2021
Verified purchase

My wife and I are not regular shoppers. We select what we purchase properly. Items are chosen that would blend into whatever she currently owns and uses. And the handful of times we shopped on TRR, it was always a pleasant experience.

Fantastic prices.
Consistent: On-time delivery, packaging is 5-star, items in the correct condition as described.
Shopping and placement of order: Easy to understand and navigate online process.

Thank you.

gwynnb1
0 reviews
4 helpful votes
December 31st, 2021
Verified purchase

I schedule an appointment only to find out that they scheduled the appointment in Brooklyn, NY, at my daughters prior residence. I live in California. I have tried rescheduling an appointment here in Santa Barbara, CA. It took week to get a call, the slot did not work for me and now more than a week later I am still waiting to hear what other options are available. Maybe you are just short handed, but trying to sell things with you seems very problematic right now.

ther1016
TRR S. – The RealReal Rep

Hi Gwynn, we're so sorry for the mixup with your appointment. Please send our team a DM on social media with your account details and the best date and time for you so we can reschedule your appointment.

es229
1 review
13 helpful votes
September 30th, 2020

The real real commercials have the worst outfit styling I've seen in my life, my toddler could have done a better job blindly picking garments. I don't understand why the stylist was not only allowed final say, but subsequently wasn't fired for the tremendously bad styling job to promote their product. The commercials and advertisements make me and everyone else of the influential generation not want to even associate with this ugly nonsense. Severely disappointed.

chanellj4
1 review
5 helpful votes
October 1st, 2021
Verified purchase

My most recent orders have presented problems from shipping being delayed as long as 16 days to actually receiving a shoe that was completely busted out in the back. Customer service is still pretty good which is why I continue to come back but I do question if it's worth it sometimes. There are so many resale shops that offer really good product. I have been shopping more with other sites to compare experiences

ther1016
TRR S. – The RealReal Rep

Hi Chanell, thank you for taking the time to leave us a review and for your feedback on your experience with us. Please don't hesitate to reach out to our team if there is anything more we can do to help.

lisaq483
1 review
0 helpful votes
February 1st, 2022
Verified purchase

If you want fast customer service and service without any run around this isn't for you. It also takes awhile to receive your credits or commissions but if you're not in a rush it's okay. They have said things I've sent are not authentic when they are and they're descriptions have been inaccurate on items I have purchased. It should probably be a two or three star but I feel bad doing that so I'm putting a four star for courtesy because I hope they learn that. Courtesy.

danielm2357
1 review
12 helpful votes
March 31st, 2021
Verified purchase

The length of time from completing an order until receipt of your purchased item(s) is absurdly long. For example, I placed 2 orders on February 19,2021 and expect to receive them today, March 1st. In 2021, this is laughably too long. Every other online retailer from whom I order (and it's a lot) has figured out how to engage customers to receive their items within a few days. TheRealReal needs help in this area. Quickly.

mikaleighn
1 review
0 helpful votes
March 16th, 2021
Verified purchase

I have been a customer of the real real for 7 years... NOBODY beats your customer service, hands down the best anywhere. No matter what happens, they handle it. When it states non returnable and the one item is not as described, you immediately rectify the situation. I have called several times just to ask for a second opinion when I'm choosing a bag. Best service EVER. This is why I will always be your customer and I do not shop with ANY other online luxury resellers.

Q&A (114)

Answer:

Do not buy from them! Their return/refund policy is skewed to their benefit. In my case, I bought a Louis Vuitton bag and when it was received it was not in the condition advertised or the photos did not highlight the real wear of the bag and they refused to make a refund or credit. It's their lost because I have since bought many bags on Ebay which offers guarantee of refund should item be faulty or misrepresented. Also, on Ebay you can judge by seller feedback whether the seller is reputable and PRICES are so much less than on the REAL REAL. Their name should be changed to the REAL GREED!

By yolanda g.
See more answers (22)
Answer:

Hi Samantha. The RealReal does sometimes ask for additional information from customers for a one time security check. Most times, this is for new customers who have never shopped with us before, orders with vastly different billing and shipping information, or are international customers with unverified credit cards. We will ask for some sensitive and personal information for the purposes of verifying the identity of the purchaser but we will not ask for a Social Security Number. Was your father attempting to complete his purchase via Affirm? Affirm is a third party company we work with that offers financing on purchases. If your father was attempting to complete a purchase via Affirm, they do require a SSN for a soft credit check for the loan approval and repayment options. As Affirm is a third party, we do not have access to any of that information so it is secure with Affirm. Of course, no one is required to use Affirm for check out, rather it's just another payment option we offer. Please feel free to reach out to us if this does not answer your questions or if you feel that the explanations provided were not applicable to your situation. You can reach out to our Customer Service Department at (855) 435 5893 from 8am to 5pm (PST). If you would like to speak to a supervisor directly, please feel free to ask for Caitlin from our NJ office. She is available from 9am to 6pm (EST) and of course you can reach us via email at: customerservice@therealreal.com.

By Stan G.
See more answers (13)
Answer:

If you like to be frustrated, disappointed and want to take a few years off your life, then yes consign with the real real.

By Miss U.
See more answers (13)
Answer:

I do NOT recommend selling through TRR. Read all seller reviews. This a speed selling co trying to cash in on a quick commission. The prices they assign are RIDICULOULOUS at best. They are not there to get you a good price but a fast buck for themselves. They priced a brand new prada bag with a label on at $625. Minus 20% permanent discount, 60% of that, I receive a whopping $312. After 10 days wait of processing and seeing the prices assigned I pulled my items. I was shocked and even more upset. I rather give the cloths to charity or sell them myself. I think it is insiders who buy the best items at dirt cheap prices they assign themselves. As a buyer just today I receive a wrong item. They were going to research the problem and find the item I purchased, a coat. They sent me a dirty silk top... This is after waiting for 10 days to get the wrong item. This co is just very bad. Customer service is spotty. Some reps are just dreadful. They sound like this is a summer gig and they got no training, you can never speak to a supervisor, none is ever available, Read the reviews and decide if you still want to use this co. If you do, you will be disappointed,

By klara v.
See more answers (5)
Answer:

I don't work for The Real Real I am just a satisfied customer, very satisfied! I see all the complaints, and just shake my head. Knowing how people can be, and also knowing the complainers are the ones who write letters, I can only assume they are "out of touch with reality", or POSSIBLY are competitors who are just being difficult to try and hurt the site. Remember, anyone can write anything, that does not mean it is true, nor are ALL the facts being presented! As for me, I am willing to show, and prove who I am, and the great products and service I received.

By Reginald M.
See more answers (5)
Answer:

Hi Frank, Thank you for reaching out. We apologize you have seen more negative than positive reviews. We would be pleased to advise you on our consignment process and share a little more insight about the RealReal.

By TRR S.,
See more answers (2)
Answer:

Hello, We are sorry to hear of your concerns. If you can please send us your order number or email address we will happily research this further.

By TRR S.,
Answer:

I have returned things with no hassle at all.

By Janeen L.
See more answers (3)

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About the business

The RealReal is the leader in authenticated luxury consignment. With an expert behind every item, we ensure everything we sell is 100% real. As a sustainable company, we give new life to pieces by brands from Chanel to Cartier, and hundreds more. Exten...

Company Representative

ther1016
TRR S.
Typically responds within 3 days

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4,711 reviews
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