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.
- 621 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:12/02/2024
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 placed an order with the real real on 11/25/24 in the amount of ******** for a designer handbag Loewe squeeze leather bag small. Upon receipt of the handbag today on 12/2/24 I I ******* the bag which also came in a heavily damaged box and saw the item was not as described. The item I purchased was described as very good condition with minor fading at the interior and minor scratches on the hardware. This item has black corrosion marks on both metal sides of the handle. I immediately contacted their customer service team with my concern and provided images . They took all of a minute to review and the representative who was very rude and condescending told me that these are scratches that the item is as described and that no one can help me with a refund. When I asked to speak with a manager because the item is not as described and they were not listening to me or reviewing my complaint I again was told these are scratches. When I said I have never seen black circular marks where the gold plating is coming off described as scratches I was again told no one would help me. I became frustrated ended the call and called back and spoke with a different representative who now refused to go off any other than the original representatives notes told me the same thing refused to let me speak with a manager and said they would only tell me the same thing . My first complaint , is I have never worked with a company in my life where a customer service team refuses to let you speak with a manager . My second and more serious complaint is that I have been charged for goods not as described and now the company is refusing to refund me after providing a product which was not as described and which damages were not featured on the item images or description on the page I purchased from. The item also has multiple scuffs on the leather which was not described and which o didnt even bring up after I was told I didnt know what hardware scratching looked like.
Business Response
Date: 12/09/2024
Client has been contacted via email regarding return. We are working to resolve.Customer Answer
Date: 12/12/2024
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. I have received refund for the damaged product, however did not receive a response regarding the original representatives rude demeanor toward the issue and refusal to help but subsequent representative did help and did resolve .
Sincerely,
******* BourcelotInitial Complaint
Date:12/02/2024
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 writing to formally address a serious issue regarding the unauthorized sale of my ***** necklace that I consigned to this ******** per our agreement, I was assured that my items would undergo a price review prior to being listed for sale. However, I recently discovered that my necklace was sold without my consent or prior notification. Upon noticing this, I immediately requested that you put the order on hold and cancel the sale, so I could retrieve my necklace. Unfortunately, my request was ignored, and the sale was ************ make matters worse, I have been informed that the price being offered for my necklace is significantly lower than what I consider acceptable. This amount does not even cover the cost of obtaining an exact match for my necklace, which is why I feel compelled to take action.Business Response
Date: 12/10/2024
Client has been contacted with resolution. We apologize for any frustrations.Initial Complaint
Date:12/02/2024
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.
On 10/30/24, i placed online order. The subtotal after all discounts were applied was $543. the MI sales tax rate is 6%. So, the tax amount charged should have been $32.58. But, instead, I was charged taxes at $37.08. I was charged taxes on the store credit amount of $75, which is not right/legal. As, taxes are only to be charged on the final price after all discounts are applied. I am looking to be refunded the overcharged amount of $4.50. I contacted the company, and requested this refund, but was told that the illegal charges were legal, and the operator told me he would be hanging up on me, after I requested to be connected with a supervisor to fix this problem. Please help me to get resolution and prevent others from being robbed by trr?Business Response
Date: 12/09/2024
Client has been contacted via email regarding order. We are working to resolve.Initial Complaint
Date:12/01/2024
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.
My first experience with TRR left me feeling violated and conned. I read horror stories but gave them a chance anyway. I regret this decision. The *** that came to my apartment to collect my items assured me my items would be priced fairly and would not go on sale until theyd been on the site for at least 30 days. Not only were multiple items listed on my sale right out of the gate, my most expensive item retailed for $10,000 and went live for 98.5% off! Supposedly it was sent for review of the price but I just received an impersonal stock email that did not address or answer my concerns or questions. There are other resale sites. ***** *** and do business with a more honest and trustworthy company. TRR is a total ripoff!Business Response
Date: 12/10/2024
We are in touch with the client and working to resolve.Customer Answer
Date: 12/11/2024
Complaint: 22625249
I am rejecting this response because: Nothing has been resolved.Business Response
Date: 12/13/2024
Client has been updated via email with resolution. We apologize for any frustrations.Initial Complaint
Date:12/01/2024
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.
*** lost approx $2k worth of my ************* bagsBusiness Response
Date: 12/10/2024
We are in touch with the client and working to resolve.Initial Complaint
Date:11/30/2024
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 sent in 12 purses they were going to sell for me. It i think it's a scamBusiness Response
Date: 12/06/2024
We are in touch with the client and provided details on consignment status.Initial Complaint
Date:11/30/2024
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.
Damages// HER643097 Hermes 2023 ***************** ******* Le Sac Arcon after returned to me.Bag put for consignment and returned to me with damages. ***** The ********* to pay me for damages while I file complaint because it seems to help when BBB applies pressure.Bag worth $11,000 Damages $700 Dear Consignor relations,Even after I spoke with ***** and specifically asked for VIP special care on my Hermes item, it was still damaged! I received my handbag today, yet again damaged but your handlers upon the return. I need to file a report of the damage. The box was damaged, dirty finger prints, some yellow colored damage and completely torn. One of the pieces with the clip of leather has a puncture in it.The people at TRR do not EVER handle luxury items with care. :(Ill need Ill need a replacement of the box and some money to repair the bag, IF it can be repaired at all. Im so sad! The cost to fix the bag will run $500 and the box is $200, a total of $700 you will be responsible for.I will file BBB report in order to escalate the matter, I expect a new box or money to pay for a new box in the amount of $700.00 Please respond in a timely manner, holidays excluded, of course.See below,Kindly,***** *********Business Response
Date: 12/09/2024
We are in touch with the client and working to resolve.Initial Complaint
Date:11/29/2024
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.
Purchased multiple items in (1) Order and paid using a debit card with enough funds to cover cost, payment processed and immediately after checking order status my order was cancelled for "Problem with payment" I am currently waiting on (2) prior payments of $124.95 to be refunded back to me and have yet to receive Any notifications after many attempts to contact via email and phone.Business Response
Date: 12/02/2024
Client contacted via email regarding refund status. Issue resolved.Initial Complaint
Date:11/27/2024
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.
Hello my name is muzi *** and i go by ******.I used to be a VIP client of the real real. my account number is ************************* 10/24/2024, my sister purchased a bag on real real using her account: ****************** , and i paid for her using my ****** as a gift. They ship the item via *** and due to the tracking number, it shows delivered on 10/17th at door. i was shocked that they didn't use any signature request method on this $2355 dollars bag. when i got home late at night on the 17th, i didn't see any package so so next few days i asked neighbors and tried to find it but it ended up that no one has seen it. so i send the real real an Email and contact ****** informing that i didnt received the bag. And few days after, someone from the real real send me en email via ****** claim threatening me that if i didnt close the claim they will close my own account ( *********************** even though my sister and i didnt received the bag, i am afraid to lose my account so i close the claim with ******. and few days after I received an email that my account was closed down because the real real says i raised a charge back which is not true because they threaten me and i closed the case, they sill get paid. first, *** delivered my purchase to a wrong address( i guess) . my sister and i didnt get the bag at all so I have to let my bank know, they called it a charge back. second this bag was purchased under my sister's account buy they closed down my account about this issue. even more, they ship any my listed consignment back without any formal notification when i was on vacation and no one pickup the packages as door it might result in lost. and one of my assignment they shipped back was broken by them ( consignment number# cha1146820). one of the crystal is missing. i contact them with pictures to show that it was brand new when they listed it on the website, but no one replied, apparently, this company blocked my email.Business Response
Date: 12/04/2024
Client has been contacted via email regarding account status. We are working to resolve.Initial Complaint
Date:11/27/2024
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.
I shipped 2 items to you on 11/2. consignment ID - ********. Including a "Row" sweater and a ************* bag TAG. I packed the items and shipped them myself directly. The package was a bubble wrapped envelope and included the print out showing a "LV accessory" was included with the sweater. I readjusted the bag tag a few times, because I was worried it might be overlooked in its wrapping paper but assumed you would be thorough.The bag tag was an accessory to a LV bag I had previously sold with RealReal, pictured in attachments. I spoke with a concierge about consigning the bag tag, and whether she thought it would be excepted and she said to send it. Pictured is the same bag tag as mine, listed on your website for ******. I previously had the bag tag listed on Poshmark, but decided to send it to you guys with my Row sweater. ( I included a screen shot of my poshmark account with the item unsold and not for sale after I sent it to you) When the package was received and the sweater processed and the bag tag did not, I reached out. After a week I received an automated response the "LV bag was not in the box" ( it wasnt a bag, so this is already incorrect). I cannot get any suitable response from any member of your team after weeks of contacting you. I know for a fact I sent you the bag tag. If you did not receive it, it was either stolen out of the package ( the package should have looked tampered with) or it was stolen, lost, or overlooked and thrown away by a member of your team. I have consigned with you all a few times before and planned to continue, but this has been a huge breach of trust and I am disappointed with the lack of resolution. You cannot just brush off a costumer and tell them their item wasn't in a package when they know for a fact it was. I would like 60% ( my would be commission) for the item. You have it listed at $325 so I would expect $195 in store credit or any action that takes accountability for the item I believe you lost.Business Response
Date: 11/27/2024
We are in touch with the client and working to resolve.Customer Answer
Date: 12/05/2024
Complaint: 22612986
I am rejecting this response because: I have heard nothing from the business, since they closed my initial inquiry and responded "the bag (it wasnt a bag)was not in the package" and I have reached out 4 times since, and no one can tell me anything.
Sincerely,
***** ******Business Response
Date: 12/10/2024
Client has been provided with resolution and payment details. We apologize for any frustrations.Customer Answer
Date: 12/10/2024
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,
***** ******
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