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.

  New York, NY 10018

• 

  The RealReal

  35 Enterprise Ave N Secaucus, NJ 07094

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:07/09/2023

  Type:Order 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 purchased an item direct from a major designers in-house sample sale. I have receipts. I dropped off a top along with a few others from that brand to their *** store with the item still having tags. The RealReal is claiming the top is inauthentic (not true, receipt matches the tag on top). Real claims they can destroy inauthentic items. I understand reason behind policy, but authenticators cant authenticate. I was told by my Luxury Manager that the authenticators specifically have trouble with this brand. Now my authentic new item straight from the designer is at risk of being thrown out because of inexperienced authenticators. Im extremely concerned theyre about to put an item worth $1600 in the trash.

  

  Business Response

  Date: 07/11/2023

  We have reached out to the client and are working to resolve.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20294051
  
  I am rejecting this response because: theres been an ongoing case regarding this and it has been unproductive. What this response doesnt disclose is the multiple times Ive had to call, email, text, and the multiple chains that have contradicting stories. They first said they needed my receipt to evaluate the item for sale. Then said the receipt was needed to even have the item returned to me. Then more reps said no receipt was ever received. Nothing adds up and I had to contact corporate leadership to evaluate the entire history. Contacting me and sharing a bunch of fruitless words is not the same as actually taking action. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/14/2023

  Client has been contacted and informed that her item is being returned to her.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20294051
  
  I am rejecting this response because:

  item is being returned, but customer service issues still rampant. As of today, I am still speaking with corporate  

  I also received my item back yesterday and it had a puncture inside the item for the *** sale tag. My item was new when sent, and now came back with a *** price tag. It does not make sense it was tagged for sale if the item was rejected 

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

• Initial Complaint

  Date:07/08/2023

  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.

  I drop a pair of new louboutin boots off in store (**) to be sold online. When I saw how much they posted my shoes for I asked the shoes to be returned to me immediately. They claim the shoes were delivered but till this day I still havent received my shoes. These shoes cost me ******* plus tax and the REAL REAL plain out robbed me out of my merchandise and money and I physically left my shoes in their care. Its been over a month now and still nobody has compensated me for my shoes. My reference no. *******. I can careless about what *** says. You did not send my expensive item with signature required. You were careless and you need to compensate me for my lost.

  

  Business Response

  Date: 07/11/2023

  We have reached out to the client and are working to resolve.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20293399
  
  I am rejecting this response because: They have not reached out.  They are still ignoring me and have not compensated me for my lost. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/13/2023

  Client has been contacted via email with delivery confirmation as well as a photo proof of delivery.

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20293399
  
  I am rejecting this response because: the real real keeps sending me the same response. They keep saying the item was delivered but I never received my shoes. A picture does not fix this. Anyone can take a picture then pick the package up and walk off with it. I am still out of **** plus dollars and they refuse to do anything about this! 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/08/2023

  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.

  This company claims to sell luxury used items which have been authenticated as real. They have a lengthy claim posted on their website for selling real goods which misled us into trusting and purchasing from them. This statement is fraudulent, suspect they know a major portion of their items are fakes which is why they are non-returnable. Items sold as is and non-returnable would be fine provided they are actually real. Purchased a pair of ************************************* Vintage Slingback Sandals, listed for $325 and paying $198.07 after discounts on February 24, 2023. Shoes were finally worn for the first time this week. They were kept in the bag until arriving at the office, put on in the office, and worn for one day on carpeting. After just 6 hours of wear, they were coming apart. Six HOURS! The heel caps fell off, the cork was missing, the famous Louboutin sole peeling away, and the straps coming apart. ********* disappointing and embarrassing, Hoping this was due to the vintage took them to a repair shop today and was told they are such obvious fakes it was absurd we believed they were real. Furthermore, anyone who sees luxury shoes should have spotted them as fakes quite easily due to the stitching on the straps, the lack of shine on the sole, poorly matched seams on the back of the strap and irregular paint at the edges of the soles. Having never owned a real pair we had no idea. ******* refused to work on them as they were so cheaply made they would only come apart again on the next wear. Were not a heavy person, weighing 145# and was even seated for much of the day (taking them off under desk). We are devastated, shocked, angry, and out $200 for literal junk. Hoping to save others from making the same mistake. Do not spend your money here. Luxury retailers are trying to eliminate the market for fake goods and realizing this company is actually compounding the problem! Im owed $198.07, the no returns policy shouldnt apply to fake items. Lied to!

  

  Business Response

  Date: 07/11/2023

  Client has been contacted and we are working to resolve

  Customer Answer

  Date: 07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  

  The business has requested the item be sent to the authentication department to be reevaluated and they have provided an RMA # for a return/refund.
  

  We find that this resolution is very satisfactory. We appreciated their prompt attention. 
  
  Sincerely,
  
  R ******

• Initial Complaint

  Date:07/08/2023

  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.

  Counterfeit bag sold fraudulently by The Real Real as authentic. This is felony crime June 19, 2023 Order #R715463038 SKU Her421107 Hermes Evercolor Trim Duo 24 Purchase price ***** +tax and shipping = ******* In comparison to my original, the above bag I purchased is clearly inauthentic. The RealReal claimed it was authenticated real by their experts. Despicable business ethics. The bag is new, has oder and is made is not made Hermes leather item. Furthermore, TRR is aware they have sold me fraudulent bag as this bag is neither eligible for return nor is it eligible to re-consign Immediately refund in full , ******* to my original for of payment , ***************** *********************** ************************* ************

  

  Business Response

  Date: 07/11/2023

  Client has been contacted and we are working to resolve. 

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I have indeed been contacted via email by the business in reference. I complied by providing further feedback regarding evidence of fraud and requested from business, refund in full for each  fraudulent item currently being addressed 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/08/2023

  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.

  Order#R013378673 I am a victim of felony fraud incurred by The RealReal July 1, 2023,.The RealReal charged ******* for what was advertised as a resale ************************ 28 supposedly inspected by Real Real for authentication. What I received was not gently used but a brand new fake, all outward markings appear as an hermes but its not leather. This is a gross breech of ethics. I own two Hermes Jyspiere bags and they are made of very soft calf skin. I am disgusted that this was verified as authentic and sent to me. Upon review of order, I see that this fraudulent item cannot be returned nor can it be re-consigned , which tells me that RealReal is aware of this felonious that has been committed I am clearly aware, as is The Real that I am victim of felony level crime due to the price I paid for a blatantly obvious fraudulent bag. Immediately refund amount in full to my original source of payment, AmEx or contact me for alternative method of reimbursement. I will take legal action , on principle if I am not reimbursed for this never used , vinyl, knock off ****** that shipped from Japan with terrible oder. Despicable, unethical business practices. Refund immediately. *********************** ************************* ************

  

  Business Response

  Date: 07/11/2023

  Client has been contacted and we are working to resolve. 

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Per response, I was indeed  contacted by The business In reference and provided detailed information in regard to inquiry and requested refund in full amount for both fraudulent items. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/08/2023

  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 decided to sell some high end items through the real real consignment website. A few of my items were listed way lower than I was comfortable with and contacted their sales team and told them that I wanted the items pulled from the website and mailed back to me. A rep from the real real emailed me back promptly and ensured me that the items would be pulled from the site so that they wouldnt sell and that they would start the process of getting me the items mailed back. ***** checking back day after day for a week it finally comes up that the item had been relisted on the website and sold in less than 2 minutes. Obviously frustrated I reached back out to them to figure out why my items were relisted on the site and not sent back to me like I was told by the rep. ***** emailing them and getting escalated to a supervisor I was told that there was nothing they could do it was website error that made it get relisted on the website and the best they could offer was $100 credit on a $900 item (************************************* Leather Loafers) brand new never worn that they sold for $236 and items of this quality on there site they have listed for at least $650 . So its no wonder they sold so fast. I feel beyond mislead and taken advantage of because this is all done online and I mailed them the items so I feel there is no real way to hold them accountable outside exposing this company online and on social media . The level of trust it takes to send a company thousands of dollars worth of designer clothing is a bit nerve racking. But I never would have thought this would be the outcome. The trust in this company is gone and I hate that Im just reading all the negative reviews and pending lawsuits against them after my incident. I have every email and text correspondence with this company and hope that maybe this will prevent this from happening to anyone else and maybe get some type of resolution for my items.

  

  Business Response

  Date: 07/11/2023

  We have reached out to the client and are working to resolve.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20290792
  
  I am rejecting this response because:
  They have not reached out to fix this issue . 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 07/13/2023

  Client has been contacted via email with next steps.

• Initial Complaint

  Date:07/06/2023

  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.

  I have been going back and forth with this company for over 10 days for an item I did not receive #R123682075 The item (a black Hermes bracelet) was delivered with picture of my front door but without signature which is strange especially for it being high value in my opinion. By the time I noticed the delivery notification there was nothing outside my door.. I contacted immediately!! I was told to wait 10 days for a resolution rest assured it would be a refund. Almost 14 days later I am being denied a refund and was told to contact my bank to dispute the charge by management. I contacted klarna since I used them to make the purchase and they are stating the merchant must be the ones to refund me. *** already contacted the shipping company twice and filed a police report, at this point I just want my money back

  

  Business Response

  Date: 07/11/2023

  Client has been contacted and order refunded as a courtesy

  Customer Answer

  Date: 07/11/2023

  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:07/06/2023

  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.

  On Sunday June 18, 2023 at 12:43pm I purchased a $7,531.67 tennis bracelet from The RealReal at **********************************************. I was doing a lot of walking that day and didnt want to carry around a purchase that valuable all over the city so I had it shipped to my sisters home. She has a doorman, I do not. I received the bracelet at roughly 3:30pm on June 24th & put it on. About three hours later I took it off to take a shower and instead of unclasping where it should, it came apart. The RealReal sent me a defective item. I contacted customer service immediately by ************** I was told I may return the item, the *** # given: ***454427526. I wanted to do the return in person so I made my way to the store the next day at opening (Sunday June 25th) but was unable to get there due to street closures (pride parade). So on Monday the 26th I went to the store after my work day to show the damage and to finish the return of the defective item. I was once again told that the return was approved by the manager & that I would be refunded. Fast forward to June 29th, I get an email from the very customer service agent who approved the return, *****, stating that We are sorry to inform you that the item has been rejected to return due to damage. We are unable to proceed refund for the damaged item as we delivered the item in described condition and we do not offer any guarantee or warranty. I let him know the damage was the whole reason for the return, I was returning because they sent me a defective item, and the return was already approved by the manager. I once again went in store in person on July 1st as soon as they opened to speak with her and she confirmed she approved the return and should be getting a refund. At this point I was told my return was approved 3x.By FTC law, a merchant is required to refund a consumer if they sell them a defective item; a $7,500+ bracelet falling apart after 3 hours of wear is clearly defective.

  

  Business Response

  Date: 07/10/2023

  Customer has been contacted and we are working to resolve.

• Initial Complaint

  Date:07/05/2023

  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 returned an item in store (refund amount: $331.65), but the associate marked a different item as returned in the system (refund amount: approx $22). When I contacted customer service, no one seemed to have any answers and a week and a half went by without any resolution. I submitted a case with PayPal disputing the charge as I felt I had no other recourse. This seemed to get their attention and a refund was granted but TRR locked my account. Now my account has been locked for weeks and again no one is offering any sort of solution. Now today I get a response that I need to reverse my chargeback to unlock my account, which I cannot do as A) the refund was granted and the case is closed, and B) why would I? I am a frequent and long time customer.... definitely disappointed to say the least. I have pending items sold as a consigner and store credit issued plus more coming that I cannot access, and frankly this feels very retaliatory.

  

  Business Response

  Date: 07/10/2023

  Customer has been contacted and account access restored

  Customer Answer

  Date: 07/12/2023

  
  I appreciate their response but I shouldnt have needed to file a complaint with the BBB nor issued a claim with my credit card company to get cohesive service. 
  
  
  I was given the runaround for over a month by your team, where I was repeatedly asked the same information I had already provided numerous times before. I am extremely unsatisfied by the care I received, if you can even call it that. 
  
  
  Theres nothing more to do here I guess, but it should be known that I still find what happened unacceptable and I will now be very uneasy moving forward which is a shame as I have been a great customer. 
  
  To close this issue, 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:07/05/2023

  Type:Customer Service 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 (***) picked up four dresses for consignment on June 5, 2023 and logged them as "received" on June 6, 2023. My account shows that these dresses are still under "review" by ***. I have been asking about the dresses' status since June 18, 2023. Initially, I received no response and then eventually I was told that the dresses had been misplaced. I have since found all four of my dresses available for sale on the *** website, but none of them is connected to my account. Thus, if they are sold, I will receive no commission.

  

  Business Response

  Date: 07/07/2023

  We have reached out to the client and are working to resolve.