Business Profile

Ecommerce

The RealReal, Inc.

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
BBB’s business profile for The Real Real was created in February 2014. A review of complaints was completed in November 2024. For information about lost or damaged property, please visit Consignment/Sales Agreement (2. Consignment, (A) Delivery Of Consigned Property; Risk Of Loss)

For additional support options, please visit The Real Real's Support Center.

Complaints

This profile includes complaints for The RealReal, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

1,970 total complaints in the last 3 years.
577 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:09/10/2025
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.
Placed Order R034333731 on Aug 21 with express shipping as it was needed for a wedding. Package showed delivered Monday Aug 25 although I never signed for anything. I checked the photo on the tracking and have no idea where that is, there is not even any identifiable address markers or anything to try and help me figure it out. I also noticed it was night time in the photo and the delivery is marked at 8:26pm which is quite late. All day I was checking the tracking and it kept saying between 2pm and 6pm but i never received anything. I promptly contacted *** and they said to contact *** and let them know what happened so I did after confirming the package was nowhere to be found. *** said i would get an update in 3-5 days. That timeframe passed so i contacted again and got an email from *****, who i see was also mentioned in previous complaints here, telling me next steps i needed to take in order to proceed with next steps which I assume would be finalizing a refund. I used the link provided which was to a 3rd party company and provided them a photo of my passport and a selfie. This made me uncomfortable but if its what i have to do to get the issue resolved then i would do it. Marias email said i would get a response by Sept 5 but no update ever came. I reached out Sept 8 and was told i would have an update within 24 hours but got nothing. I contacted *** again and they said a claim hasnt even been opened. At this point im upset because i have no item, a random 3rd party company now has my personal data including my passport photo, and I have no refund.
Business Response
Date: 09/15/2025
We have been in touch with the client and worked to resolve.
Customer Answer
Date: 09/15/2025
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:09/06/2025
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.
On Aug 15, 2025, I placed an order with The RealReal for CAD ****** (Order R666351307). On Aug 17, before shipment, I requested cancellation after learning about undisclosed duties. A RealReal agent (Adino) confirmed in writing that if I refused delivery, I would receive a full refund (CAD ******) and not be responsible for duties. I followed instructions and refused delivery. *** confirmed refusal.However, another agent (****) later contradicted this, stating I would only get CAD ****** and must pay duties and even for a lost packagedespite never receiving it.This is misrepresentation and unfair practice. I am simply asking The RealReal to honor the written promise of a full refund (CAD ******) and for transparency in cross-border sales to Canadian consumers.
Business Response
Date: 09/09/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 09/09/2025

Complaint: 23847644

I am rejecting this response because: NO ONE at TRR is contacting me in an effective way - seems like they do NOT really read the email!!!!!!!!!!!!!!!!!!!!!!!

Sincerely,

***** ***
Business Response
Date: 09/15/2025
We are continuing to work to resolve. We apologize for any frustrations.
Initial Complaint
Date:09/05/2025
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 listed two items for sale in June ******************************* July 2025. The commission was paid out August 2025. When I signed up to sell my first items there was a $100 bonus promotion going on. I would receive a $100 credit after my first sale. I have a text message from ****** stating the credit would be added. When I was paid on August 15th the $100 bonus was not included. I have been trying to followed up with ****** ****** and **** ********* since then with no resolution. I am attaching emails and text messages about this.
Business Response
Date: 09/09/2025
Credit has been added. We apologize for any frustrations.
Customer Answer
Date: 09/09/2025
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:09/05/2025
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.
I dropped off a pair of new, unworn Chanel shoes to The RealReal consignment shop in *********, ** on November 11, 2024. The shoes were to be processed and put up for sale on my consignor page within a few weeks. Since it was the holiday season I thought it might take longer to process my consignment. In May of *************************************************************************************************** their system. The store manager looked up my account and asked me to contact their headquarters via phone/email/text. Since May, I have had over 20+ correspondences with The RealReal asking them for a resolution and they have been not been able to locate my shoes and come up with a solution for the missing shoes.
Business Response
Date: 09/09/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 09/09/2025

Complaint: 23843393

I am rejecting this response because: The RealReal significantly underestimated the value of my consignment. They have not taken into account any relevant information about the brand new shoes that were lost in their possession. The exact pair of shoes were brand new and retails at $1800.00. The exact shoes recently sold on 1st Dibs for $1750.00. Please see the latest email correspondence attached. I have not yet heard back from The RealReal since I emailed them on 9/8/25 requesting a reevaluation of their estimated payout of $413.40.

Sincerely,

***** *****
Business Response
Date: 09/15/2025
We are continuing to review and will follow up as needed. We apologize for any frustrations.
Customer Answer
Date: 09/15/2025

Complaint: 23843393

I am rejecting this response because:
The RealReal is unresponsive to my requests to give me fair market value for my consignment. Each email I reply to gets routed to a random representative and no one is taking responsibility for answering my questions. Instead I receive a generic email that doesnt provide any serious resolution.
Sincerely,

***** *****
Business Response
Date: 09/19/2025
Client has been updated via email with resolution. We apologize for any frustrations.
Initial Complaint
Date:09/05/2025
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 inherited several luxury hang bags and scheduled an in person appointment with one of their consignor concierges. My luxury bags were inspected and I received an estimate for the consignment. Although in their Estimate Terms it states its not an offer but an estimate, however they purchased three of my bags on the spot and I was given the opportunity to have them purchase more, however opted to consign instead. I waited over a month as three of the four bags stated unable to authenticate and status showed they would be returned to me. No one called or emailed me. I waited for my bags and after two months of calling and emailing, they kept giving me mis information. I was later advised through a generic email that my bags were being sequestered and will be destroyed unless I could provide receipts. If that were truly the policy, why bother purchasing three of my bags? I do not believe they will destroy my items because all of a sudden they cant be authenticated. Its far more likely they keep them and resell them behind the scenes. That feels like theft.This company wasted my time misled me with false promises, cherry picked my lower value items, and then changed their story on the higher value ones. Their lack of transparency, shady practices, and inconsistent policies make them completely untrustworthy.
Business Response
Date: 09/09/2025
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: 09/09/2025

Complaint: 23842864

I am rejecting this response because:

Sincerely,

********* *******
Customer Answer
Date: 09/09/2025
I am rejecting this response because it does not address my concerns or resolve the issue. The RealReal continues to ignore the facts:

They scheduled an in-person appointment, reviewed my bags, and provided estimates.
They purchased three of my lesser-value bags but refused the higher-value ones after the fact, claiming they could not authenticate them without receipts.
If receipts were truly required, this should have been communicated upfront.
Their claim that unaccepted items will be destroyed is not believable and raises serious concerns about what actually happens to these items.
Despite multiple phone calls and emails, I have been unable to reach a manager and continue to get the runaround.

This response does not resolve my complaint and fails to provide accountability, transparency, or a solution.

Business Response
Date: 09/15/2025
We stand by our decision 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: 09/17/2025

Complaint: 23842864

I am rejecting this response because have not received a satisfactory explanation, documentation of destruction, or proof that the items were handled in accordance with my rights under the consignment agreement.

Sincerely,

********* *******
Business Response
Date: 09/19/2025
We stand by our decision. Client has been advised of resolution.
Initial Complaint
Date:09/04/2025
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.
TheRealReal has a history of not allowing people to have multiple accounts with the same payment information and will restrict an account if multiple accounts were made with the same email. Despite deleting my old account, my new one that uses the same email is restricted and unable to make a purchase simply due to having a duplicate email. Im not allowed to buy anything and it declines my payment every time.
Business Response
Date: 09/09/2025
We are in touch with the client and working to resolve.
Initial Complaint
Date:09/04/2025
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.
Transaction was July 22, 2025. I consigned to the RealReal a bvlgari tondo necklace with a leather cord. I asked for the necklace to be returned to me. The necklace was returned to me on 9/5/2025. There are now stains inside the silk jewelry envelope that were not there before and the leather cord on the necklace is not the same leather necklace I consigned with, it is clearly used and worn. I never wore the necklace. When I consigned the leather necklace was pristine.
Business Response
Date: 09/08/2025
We have been in touch with the client and working to resolve.
Initial Complaint
Date:09/04/2025
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.
The RealReal lost or stolen my items that I sent to them for sale. I sent my Chanel jacket and ****** dress to sell on their website. The luxury manager picked up the items from my home and then sent to their authentication center. However I did not see any update of these two items since then. One month later, the customer support told me they cannot locate the physical inventory of my items, which means they are lost!
Business Response
Date: 09/08/2025
We have been in touch with the client and working to resolve.
Customer Answer
Date: 09/10/2025
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:09/03/2025
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 consigned my bag with The RealReal for authentication and resale. When I sent it, I carefully packed it with bubble wrap and protective materials to ensure it was secure and undamaged.However, when the bag was returned to me, it arrived in a plain bag without any protective wrapping, and the item was damaged: One side of the shackle hardware on the shoulder strap is missing. The interior of the bag is ripped. This damage was not present when I originally shipped the item.The RealReal staff had initially told me the bag should be valued at approximately $350$550 if sold. The current damage significantly reduces or eliminates its resale value. I have photographs documenting the condition of the bag as I received it back. The careless packaging on the return suggests mishandling.I am requesting that The RealReal:Take responsibility for the damage to my bag.Either:Compensate me for the full market value ($350$550), or Cover the repair costs if restoration is possible.Provide an explanation of why the bag was returned with no protective packaging and an assurance this will not happen again.
Business Response
Date: 09/07/2025
We are in touch with the client and working to resolve.
Customer Answer
Date: 09/08/2025

Complaint: 23836394

I am rejecting this response because:
I have not received a solution from the realreal yet. They've only replied to me.

Sincerely,

Kangxin Zhang
Business Response
Date: 09/09/2025
We are actively working towards resolving for the client. We will continue to follow up as needed. We apologize for any frustrations.
Customer Answer
Date: 09/09/2025

Complaint: 23836394

I am rejecting this response because:
I will reject the response until the real real provides me a satisfying solution.

Sincerely,

Kangxin Zhang
Business Response
Date: 09/15/2025
We apologize for the delay. We are continuing to work to resolve.
Customer Answer
Date: 09/15/2025

Complaint: 23836394

I am rejecting this response because: I will not accept the response until I receive a proper solution.

Sincerely,

Kangxin *****
Initial Complaint
Date:09/02/2025
Type:Customer Service 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.
The ***** purse I purchased from the website is not authentic. The zipper is plastic (authentic ***** purses have metal zippers on their handbags) and the bottom of the zipper doesnt have the ***** logo (authentic ***** zippers have the word ***** under their zipper). The ** logo is also inconsistent throughout the body of the handbag. The evidence to support my claim was provided to TheRealReal authentication department and their customer service. I requested to return the item for a full refund but have not received a response to confirm that they will accept the return and refund.
Business Response
Date: 09/03/2025
We are in touch with the client and working to resolve. We apologize for any frustrations.
Customer Answer
Date: 09/04/2025
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,

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

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The RealReal, Inc. is BBB Accredited.