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.

close

Find a Location

The RealReal, Inc. has 11 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The RealReal, Inc.

  55 Francisco St Fl 6 San Francisco, CA 94133-2128

  
• 

  The RealReal

  35 Enterprise Ave N Secaucus, NJ 07094

• 

  The RealReal, Inc.

  100 Cresent Court Dallas, TX 75201

• 

  The RealReal, Inc.

  1441 Brickell Ave Ste 1014 Miami, FL 33131-3428

• 

  TheRealReal

  8500 Melrose Ave West Hollywood, CA 90069-5145

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:09/22/2023

  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 an expensive pair of earrings on August 30, 2023. The earrings arrived defective and damaged (missing an earring post) so I returned the item. The company provided me with a return label and I have video evidence that the package was picked up by **** *** did not scan the package and lost it, and will not let me file a claim because it was not my account used to send the package back. The Real Real will not take accountability for their service provider - I did not choose *** and it is not my responsibility that *** lost the package. As stated, *** will not let me file a claim because it was not my account. I would like a refund from The Real Real, and the company should work through the issue with **** I am willing to send the video evidence for support.

  

  Business Response

  Date: 09/27/2023

  Client has been contacted and we are working to resolve. 

• Initial Complaint

  Date:09/22/2023

  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.

  My account has a block on it and I cannot make any purchases. I was told it is because I have duplicate accounts which I immediately submitted a request to delete. I reached out to the real real several times and still no resolution. I am a loyal customer and would like the block to be lifted so I can be able to place purchases again.

  

  Business Response

  Date: 09/25/2023

  Client has been contacted and we are working to resolve. 

  Customer Answer

  Date: 09/26/2023

  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:09/21/2023

  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.

  This is my second time complaining. I don't know what happened to my first complaint regarding the consignment that was never returned as promised for over a year. It was stated that the rejected item was shipped over year or six months ago, and I still haven't received it, with no tracking number provided.Every time I contact this company, they always respond with the same answer, such as by saying, 'we'll contact the warehouse and expedite shipping.' I mean, stop lying! Can't they admit they lost my item, or is there simply nobody working at the warehouse? This is ridiculous.

  

  Business Response

  Date: 09/22/2023

  We have been in touch with the client and payment was provided for the items mentioned. If additional help is needed please reply to the previous thread with the item number/sku in reference.

• Initial Complaint

  Date:09/21/2023

  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.

  They kept declining my card for no reason, I made another account to make a purchase, they restricted all my accounts & credit card so I can purchase. I contacted them to remove my other accounts & keep my main account so I can purchase again. Other people recommended contacting BBB to resolve this issue and unrestrict my account and credit card so I can purchase their items. I purchased twice before but no luck now and it saddens me because I really love this site and everything they have to offer. I tried both credit cards, my banks say its not on their end so the website banned or restricted me. Please help. Thank you.

  

  Business Response

  Date: 09/21/2023

  Client has been contacted and we are working to resolve. 

• Initial Complaint

  Date:09/21/2023

  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 RealReal has blocked my account under the reasoning that I have another account opened - I wasnt aware of this so I spoke with customer service and they deleted the account. ***** later my account is still blocked from making purchases

  

  Business Response

  Date: 09/21/2023

  Client has been contacted and we are working to resolve. 

• Initial Complaint

  Date:09/21/2023

  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 bought a dress on the real real in June. It stated minor pilling in the description. When I received it it was much thicker wool than I expected , not for summer. I never wore it. I reconsigned in august and it was rejected for pulling. My complaint is that they sold me an item that they deemed unacceptable to consign so how did they manage to sell it to me? I did not wear the item once. I feel like I have been deceived.

  

  Business Response

  Date: 09/21/2023

  Client contacted today 9/21 with resolution and site credit compensation. Issue resolved. 

• Initial Complaint

  Date:09/21/2023

  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 Consignment Number is 904-5428.Packing Date: 07/17/2023 Need to be indemnified $1853 based on items market value What the Business Committed to Provide: The RealReal was contracted to provide consignment services for the following items:* BULGARI Serpenti Forever *************************** Calf Leather And Enamel Shoulder Bag * Bvlgari Diva Dream Studded Wallet Leather Black Ladies BVLGARI * ****** wallet Nature of the Dispute: I am writing to file a formal complaint regarding the shipment of these items. Despite sending them to The RealReal month ago, there have been no updates on the tracking information, causing significant concern about the status and safety of my consigned items. The combined total market value of these items equals $1853.Whether or Not the Business Has Tried to Resolve the Problem: I have contacted The RealReal's Customer Support to seek assistance and resolution of this issue. However, their response did not provide a satisfactory explanation or solution. They mentioned "inconsistencies in key information" without specifying what these inconsistencies were.Account/Order/Tracking Number: Unfortunately, I did not receive a specific tracking number for this shipment. I have attached the shipping label provided by The RealReal, which may contain relevant details.If the Issue Involves Advertising: This issue does not directly involve advertising. However, I would like to note that The RealReal's advertising and promotion of their consignment services initially led me to choose them for consigning my valuable items.Additional Information: I have attached the email correspondence with The RealReal's Customer Support for reference.I kindly request your assistance in mediating this dispute and ensuring the safe and timely delivery of my consigned items. I have made every effort to resolve this matter directly with the company, but the response provided was insufficient.Thank you for your attention to this matter.

  

  Business Response

  Date: 09/21/2023

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

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20635008
  
  I am rejecting this response because:of the following reasons:

  
  Misrepresentation of Their Actions: In their response, The RealReal stated that they are "working on solving the matter." However, their previous email from ***** clearly stated that they are "unable to proceed with a payout for [my] items." This statement directly contradicts their claim of actively working to resolve the issue.

  
  Lack of Investigation: Despite my concerns and multiple attempts to seek assistance, The RealReal has failed to take meaningful action to investigate the whereabouts of my package. This is evident from the *** tracking information, which states that the investigation was closed due to a lack of adequate merchandise description. This inaction is deeply disappointing, as it implies a lack of commitment to resolving the issue and a disregard for my substantial financial loss.

  
  Inadequate Communication: Throughout this process, The RealReal has provided inconsistent and insufficient communication, leaving me in a state of uncertainty regarding the status and safety of my consigned items. The lack of transparency and clear information exacerbates my frustration and disappointment.

  
  Given the circumstances outlined above, I believe The RealReal's response does not address the core issues of my complaint. I kindly request that the BBB continue to facilitate communication between The RealReal and me to ensure a fair and satisfactory resolution to this matter. My primary goal is to retrieve my consigned items or receive appropriate compensation for their loss.
  I remain open to a constructive dialogue and hope that The RealReal will take this opportunity to rectify the situation promptly. I appreciate your assistance in helping resolve this dispute.
  Thank you for your attention to this matter.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/26/2023

  Client has been contacted again with our investigation conclusion. We will not be moving further with compensation as this claim has been deemed fraudulent. We apologize for any frustrations. 

  Customer Answer

  Date: 09/29/2023

   
  Complaint: 20635008
  
  I am rejecting this response because:
  
  I hope this message finds you well. I am writing in response to the recent communication from The RealReal regarding my complaint (ID *********. I would like to express my strong disagreement with the business's response, as it does not accurately address the issue at hand.
  Firstly, I would like to clarify that I find it deeply concerning that The RealReal has labeled my claim as "fraudulent" without providing any substantial evidence to support such a serious accusation. My initial concern was the disappearance of valuable items I consigned with The RealReal, and I have been seeking assistance and transparency in resolving this matter.
  Regarding their claim of fraudulence, I would like to direct your attention to the *** tracking information, which clearly indicates that my package was dropped off on 07/17/2023 in *********, **, *************. Subsequently, the tracking information shows no further updates, suggesting that the package may have been stolen or misplaced after the drop-off. This information is factual and verifiable through *** records, and it supports my legitimate concern over the disappearance of my consigned items.
  Furthermore, it is important to highlight that The RealReal did not initiate a thorough investigation into the loss of my package after I reported it as lost. Their lack of action and response to my inquiries regarding the missing items has been a source of great frustration and disappointment. As a consignment service, The RealReal holds a responsibility to ensure the safety and proper handling of consigned items, especially those of significant value.
  I would like to reiterate that I did not receive adequate support or resolution efforts from The RealReal in this matter. As a result, I firmly believe that it is their responsibility to address the disappearance of my consigned items and provide appropriate compensation, especially given the significant combined value of the items.
  In light of the above information, I respectfully request that the Better Business Bureau continues to assist in mediating this dispute and ensure a fair and just resolution. My primary goal remains the retrieval of my consigned items or appropriate compensation for their loss.
  Thank you for your attention to this matter, and I look forward to your further guidance in resolving this issue.

  Sincerely,

  *******************
  
  

• Initial Complaint

  Date:09/20/2023

  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.

  Ordered a blue dress in size 6 on the description, on the order que it is labeled as a "medium" on September 12, 2023. I paid $105.00. I received the item late on a Saturday, September 16,2023. The item sent is a size 2. Which in their item que would be a small or extra small. It is clearly the wrong item. I sent the item immediately the very next business day, Monday, September 18. I have tried to reach out to the company twice via email without any response. I reached again today via chat message through their website during business hours. I received an email this afternoon, letting me know I will only get a partial refund of $78.40. This is theft. The company essentially took my money without any merchandise, offer of replacement or even an apology for their mistake.

  

  Business Response

  Date: 09/21/2023

  Client has been fully refund and contacted via email. Issue resolved.

• Initial Complaint

  Date:09/20/2023

  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 have been a Real Real customer close to a decade, purchasing high end jewelry and clothing. On August 19,2023 I purchased a Diamond Dior watch, $4,560 for my daughter as a college graduation gift. *** delivered the package on Aug. 25th. Upon opening of the package we were shocked to see that there was an empty jewelry box, with no watch. I immediately contacted The Real Real customer service, the woman on the phone asked me to email her pictures of the package which I did right away. She said it'll take 5-8 days for them to conduct an investigation and get a refund. It's been almost a month and I haven't been contacted, nor did I get a refund for merchandise paid but not received. I've been calling the customer service number, every time the same thing, we'll look into this, someone will get back to you. On one occasion, a man from customer service really tried to help me, said he called two separate supervisor and they told him that there's nothing they can do, they said I need to call *** and deal with them directly. I was outraged. I explained to him that I wasn't the one who sent out the package, did participate in insurance coverage decisions, I'm not ***'s originating customer. I demanded to speak to a supervisor. He told me that someone will call me within a week. This was 3 weeks ago. I also spoke to my regional representative, she was as shocked as I was, said she'll contact her supervisor to resolve this issue ASAP. Haven't heard back from her either. Wrote her an email, no response! I don't know what else to do or who to contact.

  

  Business Response

  Date: 09/25/2023

  Issue being investigated by our management team. 

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20633388
  
  I am rejecting this response because:
  I've been told that this matter is being investigated for the past 4 weeks. Until I contacted BBB, there was zero communication, nor response from the company. I'm very frustrated at lack of customer service. I don't even have a person/department to contact or  talk to. Absolutely zero response/customer communication. This is unacceptable! 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/27/2023

  Client contacted today regarding status of investigation and refund. Issue resolved.

• Initial Complaint

  Date:09/20/2023

  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 have more than $200 worth of gift card balance and I can't use it. I'm receiving an error while trying to make a purchase. It's been going on for 6 months now. I contacted the customer service more than 4 times, they tell me they will look into it and send me an email every single time with no outcome. They never follow up or fix the issue.

  

  Business Response

  Date: 09/21/2023

  Client has been contacted and we are working to resolve.

  Customer Answer

  Date: 09/25/2023

   
  Complaint: 20633330
  
  I am rejecting this response because: This is the 5th time I'm getting this response, basically saying they are escalated this issue and will get back to my via e-mail within ***** hours. And they never did. Same response after my BBB complaint, and it's still the same. I still can't place any orders, can't use my gift card balance.
  
  Sincerely,
  
  Batuhan Aras