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

  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:09/21/2022

  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.

  Approximately 4 months ago I sent 9 items of jewelry to RR for consignment. 2 were returned to me, 3 were listed and all have sold. I have received 2 of the commision checks, the 3rd is pending. 4 items have been "processing" .Spoke with ********************** on 9/1 about missing items and she promised a response within a few business days. She said I would be compensated if they were missing. Despite 2 more emails I have not heard back for three weeks. I would like compensation/explanation. Thank you.

  

  Business Response

  Date: 10/06/2022

  Thank you for bringing your concerns to us regarding your recent consignment.  A member of our team has bee assigned your case and will be in contact with you within 24 hours,  Thank you

• Initial Complaint

  Date:09/21/2022

  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 sent 12 items to The RealReal. All were high-end purses and shoes by designers *****************************, ***************************** and ****************************. All were priced for approximately 10-20% of their fair market value. I had absolutely no say in how much my items were listed or sold for, and I have lost money on every item they have sold. Of course, whatever they sell an item for is all profit to them since theyve paid nothing for it. One item of mine that sold was a ***************************** purse that was new with tags with an MSRP of over $400. They listed it as a used item and sold it for $76. My commission was $22.80. A pair of suede boots by ***************************** is also a brand new item valued at over $600. They are selling it as a used item for $59.50. My commission (if it sells at that price) will be $17.50. They continually drop pricing and it could sell for even less than $59.50.I have requested the unsold items be returned to me, but have not received a response, nor have I received the items back. Buyers get great deal from the RealReal because they sell items cheap, but the sellers are absolutely taken advantage of. I want my unsold items returned to me and I want a $300 refund (20% commission on the fair market value of my items that were sold).

  

  Business Response

  Date: 10/06/2022

  We are sorry to see that our pricing did not meet your expectations.  I have confirmed all remaining items have been sent back (please see attached backing slips). In addition a member of our team will be reaching out to you to address your concerns regarding items that sold prior to requesting your items to be returned. 

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18058955
  
  I am rejecting this response because:

  
  

  I have received no compensation for the items that were sold for me. 
  

  
  

  Received the shipment of my items back.  However, all the items were throw in a flimsy box that was too big and no packing materials at all were used other than thin bags for the items. No other packing material was used to fill up the empty spaces in the box.  As a result, the box caved in and ripped open on 3 sides and the top.  The contents of the box were literally falling out of the box when I received it.  The chain on one of the purses was hanging out a ripped area at the bottom of the box, and everything has a bad smell from the box being open and exposed to smells in the *** warehouse or truck. 

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

• Initial Complaint

  Date:09/21/2022

  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 sent a *************** trench coat to The Real Real for consignment. A $2,000 like new coat. I received an email on August 9, 2022 that it was received and would be listed for sale. It has now been six weeks and The Real Real will not provide me any information as to the status. I requested it be immediately returned to me. They have not returned the coat or provided me with a tracking number for the return. I cannot get any cooperation from The Real Real. They have stolen my $2,000 coat and refuse to return.

  

  Business Response

  Date: 10/06/2022

  We are in the process of resolving this matter.  we are in direct communication 

• Initial Complaint

  Date:09/21/2022

  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.

  I sent this business some very expensive clothing with a detailed list just as they ask. They apparently lost the items, or so they say. The asked for a list of items with pictures. They said they will figure out a reimbursement system for me. I sent all. These are very expensive items. The communication went cold after that. It's been around 4 months and they literally stole my items. I will happily send you pictures and descriptions of all the items.

  

  Business Response

  Date: 10/06/2022

  We are very sorry to hear that your recent consignment experience was not as expected.  We will have a member of our team reach out to you to address your concerns, 

• Initial Complaint

  Date:09/21/2022

  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 some items from The Real Real. I sent back a box of items for refund. In the box I accidentally put the wrong return slip. I realized the next day when I sent another box of items back and saw it had the items I thought were in the box I sent the previous day. I emailed them straight away and put the return slip in the second box I sent with an explanation that the items had been sent incorrectly. They have not refunded me for two of the items. They are two pairs of ReDone shorts totaling (one pair was $92, the other $116 - total $208). I have emailed multiple times and was talking with someone via email, they use an outside source and they were completely unhelpful, they told me the warehouse couldn't find the items, then they told me they didn't create the tracking numbers I sent them back with (which isn't true), then they told me I was being refunded for one of the items (which I wasn't) and then told me that was a mistake. None of it made sense and now they've stopped responding. There's no number to call for help, and I've tried emailing a few other times and no one is getting back to me. I want to be refunded for the items I returned, it's not acceptable that they're just keeping my money and not answering me and there's no way to get in touch with them. I have all the email correspondence if you need it. I've attached receipts, it's item numbers SKU: WREDN46890 - $116 SKU: WAGOL31038 - $92 Thank you

  

  Business Response

  Date: 10/06/2022

  Thank you for you recent purchase.  We are sorry to learn your return did not go smoothly, but are pleased to share that both items have been refunded.  

• Initial Complaint

  Date:09/20/2022

  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 purchase a ****************** bag from the RealReal under the impression that it was a authentic Chloe ****** This week, while in *** the handle broke. I took the bag to ********* store and they informed me that they could not help me because its a fake ***** bag. The RealReal said they would not take the bag back. I purchased it August 26,2021. They said that the bag has been authenticated. They offered to authenticated it again, but there is no point. The bag does not contain a tag with a serial number or a holograph. I just want a refund of $614.85.

  

  Business Response

  Date: 10/06/2022

  Authentication is at the core of who we are and any question or concerns will be fully addressed. In this instance we have provided a shipping label to have your item sent back.  Our  team will then re-evaluate your item and follow up with next steps. 

• Initial Complaint

  Date:09/20/2022

  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 was selling items with TheRealReal (two Louis ******* wallets, a carryall bag, and some jewelry). Someone came to my home to collect the items (********************) and said I'd get an email in a few days with the descriptions and final pricing. She said I could approve everything then and if I didn't agree, the company would return my items. When I received the email, I noticed an error - the carryall bag was listed incorrectly as a smaller size. The bag was a 50-inch and listed as a 45-inch. This seems like a small issue, but the price difference between these bags is a few hundred dollars. I contacted her via text, and she said she would fix it. A few days later I got an email that the bag had sold, at the incorrect price and with the incorrect title. I reached out and communicated my frustrations on August 15th, 2022. At that point, I requested for my other items be sent back to me because I no longer trusted the company and didn't want to sell with them anymore. The contract I signed said I could request the items back at any time and they would not be sold. The agent (***********************************) said they would process the request and I could expect to receive my items in ***** days. I JUST received an email saying my items have sold. It is not September 20th, more than a month later. I called their consignment customer service, and they said (the agent's name was *******) there is nothing they could do since the items sold. I asked to speak with someone and to have my one remaining item sent back. I'm unsure if I will get my remaining items back even though I DO NOT want to sell them any longer. DO NOT SELL WITH THIS COMPANY. They are not following their contract and are relying on "delays" to hold on to and sell items without the consent of the seller. I would like to be refunded for the price difference of my original bag that was incorrectly listed and for the items that were supposed to be shipped back to me and never were.

  

  Business Response

  Date: 10/06/2022

  Thank you for consigning with The RealReal.  We see that we had been working on a price but have yet to come to a conclusion.  Your concerns have been reassigned and a member of our team will be in contact with you by end of business day 10/8/2022

• Initial Complaint

  Date:09/20/2022

  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.

  On 9/6 I placed an order for item LOU596085, order R857302031. The item was advertised as coming with accessories such as a lock and keys. I did not receive the keys, so I reached out to this business for a resolution on 9/18. I have been told they do not have any orders associated with my account and to email from the email I placed the order with. I have been emailing from the email I placed the order with. I have purchased from this business a few times and the treatment I have received has been frustrating and disappointing. I would like a partial refund for the purchase amount of a set of keys.

  

  Business Response

  Date: 09/30/2022

  This issue was resolved as of 9/23

• Initial Complaint

  Date:09/20/2022

  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 turned over three (3) valuable fur coats to the Real Real on consignment. The coats are valued at more than $30,000 and include one linx and two mink coats.I was assured that the coats would be sold and she would receive at least several thousand dollars. The coats are the from the estate of my mother so there is some emotional element to the matter. The coats were relinquished in June 2022 and she has since demanded their return only to be told that they are lost and she will be paid $701.00 for the three valuable coats. These fur coats were essentially stolen by The Real Real. This is a large consumer fraud issue as evidenced on the internet. To add insult to injury, I received a check in the mail for $696 yesterday.Unfortunately, I didnt do enough due diligence before releasing the coats. I think if a suit were filed, a multitude of consumers would come forward. The Real Real has revenue in the $400 million range last year, likely in large part from their theft of consumer products.

  

  Business Response

  Date: 10/06/2022

  Thank you for consigning with The RealReal. We have re-opened your recent ticket and will have a member of our team reach out to you to discuss the outlined details

• Initial Complaint

  Date:09/20/2022

  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.

  They lied to me, stole from me, used a fake instagram account to gaslight & dismiss my experience, and then blocked me on social media when I shared what happened. I am owed $3,500 and they refuse to take accountability or pay me.Context: Upon consigning hundreds of items with TRR, I was promised a certain commission rate and told that prices were negotiable before agreeing to consign. As soon as I saw how my items were priced, I immediately reached out to revoke my consent and request that my items be temporarily unlisted. I did not hear back for several days, despite consistent follow **** and several of my items eventually sold without my consent. Once my remaining items were finally unlisted many days later, I was told to await a response on revised pricing. I reached out continuously to several employees (my direct contact at TRR, her manager, to the consignor relations department, and to customer service - consistently requesting updates on my pricing requests. I did not receive any response. My items were held in limbo and I lost out on several opportunities to sell elsewhere. I was ignored for over a month, despite many follow *** and pleas for a response. I only heard back with a stock response after threatening legal action given the radio silence and this stock response was simply that everything was non-negotiable and that my remaining items would be sent back to me without further discussion. It's clear that TRR intentionally ignores outreach to avoid resolution and sell non-consented merchandise. When I shared this on social media, TRR used a fake social media account to try to silence/gaslight me for criticizing their company. I was then blocked from TRR's instagram and my customer account was removed.Most importantly, however, many designer items of mine were missing from the returned merchandise (more than just what was sold without my consent). This amounts to more than $3,500. *** refuses to pay me. This is theft.

  

  Business Response

  Date: 10/06/2022

  We are sorry to learn of your frustrations.  We have assigned your concerns to a member of our team who will be in contact with you within the next 24 hours

  Customer Answer

  Date: 10/08/2022

   
  Complaint: 18049417
  
  I am rejecting this response because: I did NOT receive an update from the company after receiving this message. Moreover, this is the same template response I received for months, with zero action. The Real Real continuously claims they are looking into customer complaints, yet no action is taken and no resolution or support is provided. I am still awaiting my payment and there has been no update. 

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