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 2023. 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
- 2,074 total complaints in the last 3 years.
- 616 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/19/2024
Type: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.
Good afternoon no one, I purchased what was supposed to be an authentic ************* handbag for my wife for Christmas and Ive just received the bag and its untrue to the pictures that were provided the bag looks damaged and heavily used. I I tried to return the bag it would not allow me to submit any claims. Which goes against the return policy. Also the bag was supposed to have proof of authenticity card one was not provided!
Business Response
Date: 12/23/2024
Client has been contacted via email for more information. We are working to resolve.Customer Answer
Date: 12/27/2024
Complaint: 22710351
I am rejecting this response because:
This business has not attempted to resolve they only asked for more information which I gave them. And I have not heard back since.
Sincerely,
***** ******Business Response
Date: 01/07/2025
Customer has been contacted via email on 12/30/24 with the return label to return their item. Once the return has been received by our team, a refund will be issued. We are working to resolve.Initial Complaint
Date:12/19/2024
Type: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.
Hello! I'm trying to make a purchase, but it keeps getting declined. I think my account got marked as a spam account, but I'm unable to change that on my end.Business Response
Date: 12/23/2024
Client contacted via email regarding account. Issue resolved.Customer Answer
Date: 12/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* **********Initial Complaint
Date:12/19/2024
Type: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 complaint involves a string of incidents that has gone on since at least August, the order number referenced is just the latest. Every time I try to place an order, it initially goes through, then the order is cancelled out.They state there is an input issue with the address or credit card, which isnt the case. My address has a 1/2 which has been thoroughly explained multiple times, which is correct, and this is the only online retailer where this is an issue. After insisting on wasting my time, they do something to fix it on the back end then I am able to place the order fine. They have had plenty of time to fix this issue and have failed to do so, it appears they are not interested in my business. I also co-sign with the company. At this point I just want to cut ties with the company and I want them to return my outstanding items that I have for sale with them (waiving the return shipping fee) and delete my account.Business Response
Date: 12/23/2024
Client has been contacted regarding account status. We are working to resolve.Initial Complaint
Date:12/19/2024
Type: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 want to share my recent consignment experience with The *********. I used them back in 2018, so I did not think too hard and thought it would be simpler to continue consigning via the existing account. However, it was a big mistake made. On 11/13/2024, I shipped out the consignment items. The Real Real team priced a store-brought open box Saint ******* heeled sandal for less than $300 (tried on without actual stretches/walk marks at the bottom, have a Neiman ****** store sticker on); about a week it sold, my earned commission is $88 for the sandal. I was shocked; I did not expect The Real Real to price them at such a low. I was terrified of how The Real Real might price other goods at an unexplainably unreasonable price (very worried about items in new-giftable condition). On 12/3/24 I requested The ********* customer services to return all the consigned items; the ** responded that it would take up to 1 month and that it would cost $15 for EACH ITEM being returned. I was dissatisfied with this offer but was not given another option. A few days later, I rushed them again, and they escalated my case and updated my wait would be 1-2 weeks. On 12/10/24, I received one box of my goods and inquired where the 2 Chanel bags and 1 LV. They updated me and said the three bags would arrive in a different box on 12/12/24. It arrived on Thursday; there was only one bag there. The box has a 2lb weight label; the LV clutch has a small box, and it was the only item inside, my two Chanel bags went missing. I reached back to the *** and they only asked me to wait for them to investigate. The situation here is that the ** clearly does not care and investigate, and the consigner has nowhere to advocate for their losses. This is straight-up stealing. This company is not properly handling your luxury goods after even having the audacity to charge $15 for each item processing fee. I will file a police report and share my story with related online forum and spaces.Business Response
Date: 12/31/2024
We are in touch with the client and working to resolve.Initial Complaint
Date:12/18/2024
Type: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.
On 12/13/24, I dropped my brand new Mackage coat with tags, to their consignment center located at *******************************. The same day I requested the item and was told that it was already shipped to the warehouse in ********** which is not far from ********. The same day I was also informed via the app, text, and email that the item was received. I had a change of heart and requested the item back. I have been following up for a week and Ive been getting told that the item was not yet received. I would like my coat delivered back to me in the pristine condition that I dropped it off in, or a reimbursement of $647.81 as shown on my receipt.Business Response
Date: 12/24/2024
Client has been advised of tracking details. We apologize for any frustrations.Customer Answer
Date: 12/24/2024
Complaint: 22707015
I am rejecting this response because:I did not receive any updates regarding any tracking information. Yesterday, they could not find my coat.
Sincerely,
***** ******Business Response
Date: 01/06/2025
Client has been updated with tracking details. We apologize for any frustrations.Customer Answer
Date: 01/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me. My item was finally returned after I initiated a law suit in small claims court.
Sincerely,
***** ******Initial Complaint
Date:12/18/2024
Type: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.
Recieved fake bag. Email says item was refunded. Affirmed confirmed this is not true nor has any money been received. This is the email from the real real dated 11/29/24. Please send my cash money TODAY!!!! We've received your return authorization request for the following item(s), with a merchandise refund of $1,007.00. Your return merchandise authorization number (RMA) is: RMA333021130Business Response
Date: 12/23/2024
Client contacted via email regarding refund. Issue resolved.Initial Complaint
Date:12/17/2024
Type: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 am filing a complaint against The RealReal regarding an unfair refusal to return my property.I submitted a ********** dress to The RealReal for resale, which I obtained from a trusted, authentic source. However, they have informed me that they believe the dress is not authentic. Despite my explanation, they are refusing to return the dress unless I provide proof of purchase.Unfortunately, this dress was a gift, and the original purchaser no longer has the receipt. The RealReals refusal to return my property under these circumstances is unreasonable. I believe I have the right to get my dress back, especially since they are unable to conclusively prove it is inauthentic.I am seeking the following resolution:The immediate return of my property (the ********** dress).Business Response
Date: 12/19/2024
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: 12/20/2024
Complaint: 22699039
I am rejecting this response because:
Sincerely,
****** ***********Business Response
Date: 12/24/2024
Client has been advised a valid proof of purchase is needed to move further.Customer Answer
Date: 12/28/2024
Complaint: 22699039
I am rejecting this response because I am sure my product is authentic. Please provide proof that my product is fake.
Sincerely,
****** ***********Initial Complaint
Date:12/17/2024
Type: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.
So Ive been selling with TheRealReal for roughly 11 years. I have sold over $1.2 million. I was an assigned and a luxury manager, which she is great, but the rest of the company is unorganized, not consistent, lacks credibility, and customer service, and is just all around, not professional to deal with. Over the ************************************************************** their prices I was getting for items were higher, although that has changed in the last few years. Over the years, they have also lost items, incorrectly, authenticated, and not authenticated items, took months and months to take pictures and list my items, put the wrong items on my site, put backwards pictures. And theres even more I can go into detail. This last incident happened where my luxury manager dropped off some bags at the downtown ******* location. The bag specialist verified my bags and sent them into The RealReal. TheRealReal at that point flagged the bag and said they cannot authenticate it. They did send it back to me, but was going to confiscate it and destroy it. The bag is real. It was verified by one of their bag experts as well as third-party ************ services and experts. I have a certificate of authenticity for this bag. By a third-party. This is not the first time TheRealReal has done this. Its probably the third or fourth time they have claimed something isnt authentic when it was authentic, and I even took it back into them and they even claimed that yes it was authentic. So at this point, they suspended my account and keeps saying theyre gonna escalate my claim that the bag was real. Its been three months now and theyve basically done nothing. Ive basically given up on selling anything with them again. I would like my account restated though.I have the certificate of authenticity for the bag. I tried to upload it, but it says the files too large. But can send it through an email or send it to TheRealReal if they would like.Business Response
Date: 12/19/2024
We are in touch with the client and working to resolve.Initial Complaint
Date:12/16/2024
Type: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 sold 2 bags on the ********* one on August 15 Commission $926 another on September 15th commission $87, after a purchase, my credit was $563.88, which I asked to be deposited into my bank account. Since Nov 11, 2024 I have been requesting for this money to be electronically deposited into my account. I have spoken to many supervisors promising the money will be deposited by 12/13/24. Still haven't received it as of today 12/16/24.Business Response
Date: 12/19/2024
We are in touch with the client and working to resolve.Initial Complaint
Date:12/15/2024
Type: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 followed every instruction to return over $200 in products. They claim to not have my package or return. they have offered no assistance. they keep repeating themselves in their emails. it is not my fault if *** lost my package or the secure drop off point lost my package. This company sells products worth over $100,000+ and can SURELY help more than repeatedly asking me about tracking numbers. At this point I wouldnt be surprised if they had the package and already resold the items.Business Response
Date: 12/23/2024
Client has been contacted via email regarding returns. We are working to resolve.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.