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.

  8500 Melrose Ave West Hollywood, CA 90069-5145

• 

  The RealReal, Inc.

  New York, NY 10018

• 

  The RealReal, Inc.

  80 Wooster St New York, NY 10012-4347

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:08/30/2025

  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 ordered a ****** tote on August 21, 2025. They rolled it up and put it in a small box instead of properly packing it up in a proper box. This did damage to the handbag. I called repeatedly to customer service in *****. I was offered a $100 site credit. This is appalling given the repair for the handbag will most likely be around a thousand dollars. This was all done due to their negligence in shipping items in the wrong box! This was totally preventable!

  

  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

   
  Complaint: 23820530
  
  I am rejecting this response because:

  I was contacted by the AI customer service again.  They automatically send responses.  They have not accepted any responsibility for the totally avoidable damage done to the handbag because of their improper boxing.  
  The damage according to Leather Surgeons is tentatively $500 plus shipping.  The Real Real knows exactly who they are.  I have contacted my bank!  I am not playing games over AI email and text with India!  These people should have an F rating based on their behavior!

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

  

  Business Response

  Date: 09/07/2025

  We are continuing to work with the client to resolve 

• Initial Complaint

  Date:08/30/2025

  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 purchased a handbag from The RealReal for $405.66. Date of transaction: August 22, 2025 The item was listed as final sale, non-returnable and in fair condition, but upon receipt I discovered it was misrepresented: the bag shows clear signs inconsistent with the description promised with major undisclosed flaws, which falls under their exception policy for final sale items.I immediately contacted customer service and requested a return. Despite multiple emails and live chat sessions, The RealReal has refused to accept the return and denied my request without providing a satisfactory explanation. They initially told me to wait for a review, but after days of delays they closed my case abruptly, leaving me with no resolution.This is a significant purchase, the equivalent of two weeks of my work, and I believe I was misled by their product description and guarantee. Their refusal to process a return for a misrepresented item is unfair and unacceptable.I am seeking a full refund for the handbag and assistance in returning it.

  

  Business Response

  Date: 09/03/2025

  Client has been advised the item was listed accurately and we are unable to provide a return. We apologize for any frustrations. 

  Customer Answer

  Date: 09/10/2025

   
  Complaint: 23819631
  
  I am rejecting this response because: I provided photos and documentation explaining how the product was NOT "accurately described" on the website. However, the business insisted that there is nothing they can do. Even if misrepresentation qualifies for a return and refund.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 09/15/2025

  We stand by our decision. We will not be able to return as item was listed accurately. 

  Customer Answer

  Date: 09/16/2025

   
  Complaint: 23819631
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:08/27/2025

  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.

  "Regarding item WZI177094, after additional research, our internal partners have confirmed that the item could not be located for return. We sincerely apologize for this and any inconvenience or frustration it has caused." Inconvenience and frustration for losing an item???? They have lost a brand new ********** dress and this is the response I received, for an item valued at more than $1300. They priced all my items at least 70% less than the value, they allow customers to try things on and return them, decreasing the value, and they charge customers a return fee if you ask that your items be returned since they don't know what they are doing. They are nothing short of criminals and need to have a class action lawsuit.

  

  Business Response

  Date: 08/28/2025

  We are in touch with the client and working to resolve. We apologize for any frustrations. 

• Initial Complaint

  Date:08/26/2025

  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 ordered a pair of vintage Christian **** boots from the real real on August 13th and they were listed as being in good condition and there was no mention of there being a missing belt on the shoes but when I got them in the mail, only 1 pair of shoes had a belt. I didnt want the pair of incomplete shoes and wouldnt have bought them if i knew they werent actually in good condition and emailed their customer service the day i opened the package. They offered only a $25 store credit which is not an acceptable solution to me as if I were to buy the replacement belt it would cost about half of the price of the boots if not more. They said they could process a return if I didnt want the $25 and I said I would take the return and they have not gotten back to me despite me emailing them twice. They have a very short return window and it starts the second you place an order and they took a while to ship this item and the window ends in 3 days. I would like them to get back to me with an answer about processing my return while I can still return them and I would also like to file a complaint about them consistently mislisting the condition of items. This year alone I have gotten 3 items that dont match their descriptions and this is a luxury retailer who charges high prices. My moschino skirt was ripped and listed as good condition as well, I ordered shoes that were not the size they said on the website and now the pair of boots I ordered are missing a piece and they expect you to pay a restocking fee or shipping label when they are the ones consistently misleading consumers. Its wrong to charge us for their own mistakes and this needs to be addressed. The items are very frequently not what they say they are whether it be condition or size.

  

  Business Response

  Date: 08/28/2025

  We are in touch with the client and working to resolve. We apologize for any frustrations. 

• Initial Complaint

  Date:08/26/2025

  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 am submitting this complaint regarding an unresolved issue with The RealReal concerning a missing order and an inaccessible refund.On August 10, 2025, I purchased a bag from The RealReal. According to *** tracking, the order was marked as delivered on August 12, 2025, but no package was ever received at my residence. That same day, I contacted The RealReals customer service to report the issue and was advised to wait a few days. After waiting the requested time and still not receiving my order, I reached out again. At that point, I was issued a store credit refund of $330.79.However, immediately after the credit was issued, my account with ********************** was locked, preventing me from accessing or using the refund. Since then, I have called customer service daily and have repeatedly been told to wait 2448 hours for resolution, but no further action has been taken. I have not received communication from a supervisor or anyone able to resolve the matter. As of August 26, 2025, this issue remains unresolved.This has left me without the product I paid for and without the ability to use the refund that was provided. I believe this is an unfair practice and has caused unnecessary stress and inconvenience.I am requesting a fair resolution, which includes either:1.Immediate reinstatement of my account and access to my store credit, OR 2.A direct monetary refund of $330.79 returned to my original payment method or paper check.I respectfully request the BBBs assistance in resolving this matter in a timely and fair manner.

  

  Business Response

  Date: 08/28/2025

  After thorough review, our team has determined that, your account has been suspended permanently. We regret any disappointment this may cause you.

  Customer Answer

  Date: 08/28/2025

  Complaint: 23799960
  
  I am rejecting this response because:

  the issue remains unresolved.
  
  
  After being told that my order was refunded, my account was suddenly suspended permanently, which now prevents me from accessing the store credit that was issued. I have not received the refund to my original payment method, nor have I been offered an alternative such as a mailed check or gift card.
  
  
  As a result, I am left without the product I ordered, without the store credit, and without any reimbursement for the purchase. I was assured multiple times by the companys representatives that the matter would be corrected and that my store credit would be usable. Instead, my account was terminated, and I am unable to recover the funds that rightfully belong to me.
  
  
  I am requesting that The RealReal either:
  
  Reimburse me in full to the original payment method, or
  Issue me my full store credit in the form of a transferable gift card or another method that does not require access to a suspended account.
  
  Until this occurs, the matter is not resolved.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 09/03/2025

  Additionally reviewing and will connect with client via email with resolution.

  Customer Answer

  Date: 09/03/2025

  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 if store credit refund is made available.
  

  Sincerely, 

  
  ****** *****

• Initial Complaint

  Date:08/25/2025

  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.

  The RealReal has repeatedly contacted me via phone and text regarding consignment, despite my explicit opt-out requests. I submitted opt-out requests through the app settings, by phone, and with customer service, yet they continue to contact me from different numbers.Recent records on my phone:October 11, 2024: Opt-out requested via customer service August 25, 2025: Received a consignment-related call from a new number; contacted customer service again to opt out ******************** are unsolicited, disruptive, and may constitute a violation of the Telephone Consumer Protection Act (TCPA, 47 U.S.C. 227). I request that The RealReal immediately cease all phone and text communications to my number and take corrective measures.

  

  Business Response

  Date: 08/28/2025

  Client has been removed from all contact. We apologize for any frustrations. 

• Initial Complaint

  Date:08/25/2025

  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 purchased a Goyard Tote (item #********, order #R026554656) from The RealReal. The item was listed as being in fair condition with moderate cracking at the handle. However, the actual condition was significantly worse than described. The handles are tacky, and the inner seal is essentially melting off issues that were not disclosed in the listing photos or description.The RealReal has rejected my request for a return on the basis that the item was marked final sale. However, the product was misrepresented. The description of moderate cracking does not accurately capture the severity of the damage, nor does it address the tacky, deteriorating seal.This constitutes a materially false description of the product. I am seeking a full refund given that the item was inaccurately represented.

  

  Business Response

  Date: 08/28/2025

  We are in touch with the client and working to resolve. We apologize for any frustrations.

  Customer Answer

  Date: 08/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that TRR resolution is satisfactory to me, per attachment. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:08/24/2025

  Type:Billing 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 am writing regarding the recent restriction placed on my account ****************************************** for online purchases.I understand that the issue arose because multiple accounts were associated with the same payment method and address. One of these accounts belongs to me personally, while the other was created for my siblings. When I contacted your support team via chat, I explained this situation, and the matter was escalated. I was then informed that only one account would be designated as the primary account.However, shortly after, I received an email stating that my account had been restricted from making online purchases and that I could only shop in-store. I am very concerned about this decision. While I completely understand the reasoning, I believe it is unfair to restrict my account due to multiple household members placing orders to the same address. Other platforms allow such arrangements without issue, and I would like to continue being a loyal customer of ************************ fully acknowledge my mistake in creating multiple accounts and sincerely apologize for any inconvenience this has caused. I have been a loyal customer of **********************, have placed many orders in the past, and plan to continue doing so in the future. I kindly request that you review my account and remove the restriction. I am fully committed to using only one account moving forward and will not create additional accounts. If possible, I would appreciate having one account designated as the primary for all future transactions.Thank you for your time and understanding. I look forward to your assistance in resolving this matter so I can continue shopping with The RealReal.Sincerely,****** *******

  

  Business Response

  Date: 08/28/2025

  After thorough review, our team has determined that, due to failure to meet our Terms of Service pertaining to Membership Eligibility your account(s) have suspended permanently. We regret any disappointment this may cause you.

• Initial Complaint

  Date:08/24/2025

  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.

  This issue is about my orders being canceled from the real real. Every time I order they cancel my order. I think my account has beenblacklisted. The reason I think my account has been blacklisted because the last order I did not receive. I reached out to them And they tried to accuse me of misplacing the item. They even suggested that I reach out to my neighbors to locate my package. I received my package therefore I requested a refund. Ever since I requested a refund for the purchase that I never received they have not allowed me process another order. Ive reached out to ask about my cancelled orders and the only input Ive been able to receive is that I should place another order Only for the sub order to be canceled again.

  

  Business Response

  Date: 08/28/2025

  We are able to confirm that one or more points of the information you provided during checkout were unable to be verified, due to this we are unable to allow the order to be completed. We sincerely apologize for any inconvenience

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23790600
  
  I am rejecting this response because:

  
  i spoke with customer service. I confirmed everything was correct. In fact they never reached out to me. I had to proactively call to find out why my orders kept being cancelled. I updated the information on the order. I even changed my credit card and shipped to my secondary address. They still cancelled the order.

  Its very clear the business flagged my profile and is refusing to ship to me.

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

  

  Business Response

  Date: 09/03/2025

  We apologize for any frustrations. One or more points of the information entered are unable to be confirmed or verified. Due to this we are unable to process the order.

• Initial Complaint

  Date:08/23/2025

  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 bought a Medium Chanel Boybag from TheRealReal and it was listed as calfskin in the color black. I received the bag and it was so soft, but I figured it was because it was calf skin. Later on I found out that it is actually lamb skin. I contacted the Realreal for a refund. I have not received one yet. I have sent photos and described the problem. I can even send in the handbag for it so be looked at. They asked me why I didnt realize for so long, but that was because I trusted their authentication process. I mean why would they list it as calfskin when it was lambskin and it still let it pass the authentication? It should have been sold online and described that it was lambskin.

  

  Business Response

  Date: 08/28/2025

  We are in touch with the client and working to resolve.