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:06/26/2024
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 have request to speak to a manager multiple times spend more than a month to try to get a hold of someone! They are refusing to give my items back and commissioned. I have multiple items that have been sold through this business, and they refuse to give me my commission and adjustments. I am frustrated, annoyed, and very upset I dont know what else to do to complaint about this business!
Business Response
Date: 07/02/2024
Client was previously advised that the requested increase could not be supported.The items in question have since been returned. We apologize for any frustrations.Initial Complaint
Date:06/25/2024
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.
Good evening,I am beyond frustrated with the customer serviceteam at the organization; specifically the consignmentdivision. On 6/24/2024, I called to speak to someone because I sent in 9 itemsfor consignment, one of which was not accepted as an emergingdesigning category. When attemptingto authenticate my account they asked for the billing address. SinceI moved, I provided3 addresses that could possibly be associated with my account, all of which wereincorrect. When I asked what address was on file I was told that information could not be provided. I called twice on 6/24/2024 and receivedthesame information. The second representationtold me it was best to not use the app and to log in on a desktop computer.On 6/25/2024, I did exactly what the representative instructed me to do, which was log in on a desktop computer. After I logged in to my account I checked the address book to confirm what address was listed and it was only one, attached to this emailin the form of a screenshot:Good evening,I am beyond frustrated with the customer serviceteam at the organization, specifically the consignmentdivision. On 6/24/2024, I called to speak to someone because I sent in 9 itemsfor consignment, one of which was not accepted as an emergingdesigning category. When attemptingto authenticate my account they asked for the billing address. When I asked what address was on file, I was told that information could not be provided. I called twice on 6/24/2024 and receivedthesame information. I called again on 6/25/2024 and got the same response! At this point someone needs to call or email me ASAP and fix whatever address you have on file. It has been 2 months since I sent in a consignment item with this company and over the past 24 hours NO ONE has been able to assist with my concern which is absolutely ridiculous. Someone owes me my merchandise or compensation for my item. I await your response.Business Response
Date: 07/02/2024
We are in touch with the client and working to resolve. Once the address is verified we will be able to move forward.Customer Answer
Date: 07/02/2024
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:06/25/2024
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.
Ripped off - lying about condition and pricing of products and making money on items not as stated on website. Falsifying information about products. And unwillling to provide refunds or compensation.Business Response
Date: 07/01/2024
Client has been contacted regarding compensation offers. We are working to resolve.Initial Complaint
Date:06/25/2024
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.
Please be advised that The Real Real owes me the sum of $47,323,10. I have and exhausted every avenue of options since August 2022 to have my belongings either compensated 100% retail replacement value due to your companys negligence and/or returned to me. I have been ignored, gaslighted and taken advantage of. I also took the due diligence on Saturday 6/22/24 to go by the ********************/ *********** Store location for a 5th time since 2022, on ******* where I dropped my 18 luxury designer items off in 2022. I spoke with ********************** ******************* and *************************** the Assistant General Manager(Both who have been aware of the situation for several years) who informed me that they still had not located my lost belongings and that there is nothing they can do to help me, in fact they insisted that I contact customer service again, and to file a lawsuit. They then provided me with a printout of my items. These lost items are not going to be recoverable at their 70%, but 100% because they were not returned as requested in writing before listing multiple times. To make this very clear and concise so there is nothing misunderstood moving forward, attached please see the below referenced documents for your review. The Real Real lost Inventory Itemized list with retail replacement values. 18 items were personally handed off to the ******************** store in August 2022. To date, 5 of 18 items were sold even after I asked them to return all of my belongings in writing on multiple occasions. 13 of 18 items are *** and the Real Real has no information on my items and they have not compensated me. Documents provided by the ********************** ******************* and *************************** the Assistant General Manager at the ************************** location. Screen shots taken today 6/24/24 of both the app and website status of my items.Business Response
Date: 07/01/2024
We are in contact with the client and working to resolve.Initial Complaint
Date:06/24/2024
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 April 1, I met with someone named ****** who came out to my home to assess some designer shoes for sale. I received an email that my shoes sold. Then I received another email that my shoes were returned but I didn&#**;t show them back on the website. My shoes sold again and I was expecting a check in the mail. I was told on 6/15 that I should be receiving my check and I haven&#**;t gotten anything yet.Business Response
Date: 06/28/2024
We are in touch with the client and working to resolve.Initial Complaint
Date:06/24/2024
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 bought a ***** necklace from The RealReal and had it for a little while. I just sent it in for consignment to resell the item and they are saying that they are questioning the authenticity of the item that they originally sold to me and they are now sending my item back, if you sold the item to me and are now questioning it, I was deceived in the first place when I bought it assuming it was real and authentic to begin with. #GUC1557188 ***** STATUS: NOT ACCEPTED PRICE: Coming SoonBusiness Response
Date: 06/28/2024
We are in touch with the client and working to resolve. We apologize for the frustrations.Initial Complaint
Date:06/23/2024
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 June 8, 2024 I purchased a ********************* bag from The RealReal. Order R776654330. I received the package on June 12, 2024. I immediately noticed that the leather bag was in fact FAUX leather. I contacted the customer service department via text as indicated on the website and was assured that someone would contact me to deal with this issue. They first pushed back saying that their items are always thoroughly checked and when I pushed back with photos they changed tune. As soon as I touched the bag in question it started peeling. Thats when I realized the bag was not leather. I opened it up and sure enough its all fabric. I heard nothing back so on June 14 I reached out again, and again was told my case was being looked into. I have heard nothing since. I bought two items and the other item is as described. The shipping cost was $56 CAD and I am looking for a refund on the faux leather bag and half of the shipping. I paid $91.51 CAD. I never would have bought the bag if I knew it was faux leather. I have bought a lot of items from this company and never had an issue before.Business Response
Date: 06/28/2024
Client has been contacted regarding refund status. Issue resolved.Initial Complaint
Date:06/21/2024
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 have requested my herbag consigned with the realreal to ship back to me. But My item HER474510 was delivered to the wrong address. The package was signed for by someone else, and the signature is not mine. It has been two weeks since June 7, and I still have not received any response. Please compensate me for my lost item.Business Response
Date: 06/28/2024
We are in touch with the client and working to resolve.Initial Complaint
Date:06/21/2024
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.
The RealReal refuses to delete my profile, account and data! THEY NEED TO!Business Response
Date: 06/28/2024
Client has requested account is deleted. We are working to resolve.Customer Answer
Date: 06/29/2024
Complaint: 21881921
I am rejecting this response because:They have not deleted me yet. Also, they unfairly blocked my other account: *********************
Sincerely,
***********************Business Response
Date: 07/08/2024
Client has been contacted via email regarding our terms of service violations and account status. Unable to restore access to account due to terms violations. Account in the process of being deleted.Customer Answer
Date: 07/08/2024
Complaint: 21881921
I am rejecting this response because:I DID NOTHING WRONG! I WAS NOT EVEN AWARE I HAD TWO ACCOUNTS!
HORRIBLE CUSTOMER SERVICE! SHAME ON YOU!
Sincerely,
***********************Initial Complaint
Date:06/21/2024
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.
RealReal sent me a packaged that showed as delivered but was not delivered. I left the country for 3 weeks and attempted to initiate a return, but the package was found in my garden weeks later, wet, under some bushes. I contacted the company and explained the issue, they apologized and issued a return label and acknowledged that the package was damaged in transit, and asked me to send the product back to issue a refund. I did, then they refused to refund for the item that was damaged during transit. They made false and inaccurate statements about how the order was returned outside of the return window, which, of course it was because the package did not arrive / was misplaced. They stated that they would contact *** regarding a claim but never reached back out to me, later going back on this statement. The company needs to be responsible for its, and do the right thing by consumers who receive an item late and damaged due to shipping loss.Business Response
Date: 06/28/2024
Client has been contacted via email regarding refund status. Issue resolved.
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