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.

  100 Cresent Court Dallas, TX 75201

• 

  The RealReal, Inc.

  1441 Brickell Ave Ste 1014 Miami, FL 33131-3428

• 

  TheRealReal

  8500 Melrose Ave West Hollywood, CA 90069-5145

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:06/12/2024

  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.

  TheRealReal is a business that resells designer items and fine jewelry. Allegedly all items are appraised and guaranteed authentic. The pricing is based on the quality of the used item. I purchased a ring on May 31, 2024 marked as Excellent. No visible signs of wear. The ring cost $1862.01. I put the ring on my finger and within the hour, while I was walking across the room, the center stone fell out. I spent 2-3 hours speaking to customer service in an attempt to resolve the issue. They asked what resolution I preferred. I stated I would like them to repair the prongs. They said no. I was told I could provide a price of repair from a jeweler and they would determine if they would pay. They then offered store credit worth less than the repair cost. I refused any solution that cost me additional money. They suggested I return the item, then sent a return receipt for a $ amount less than the amount I paid. When I pointed the discrepancy out, they suddenly offered to cover the full cost of repair.The jeweler told me the faulty setting was clearly visible. Presumably, a qualified appraiser would have known the center stone was at risk. I believe theRealReal was either using an unqualified appraiser or intentionally mis-advertising the quality of their item to make additional money from the buyer. Either scenario is an attempt to defraud clients. I am a victim of this.I believe customer service should have determined the actual value of the ring with its faulty prongs / loose stone, and offered to credit the difference in price. That amount could have been used to pay for repair and any additional repairs needed.

  

  Business Response

  Date: 06/19/2024

  Client has been contacted via email regarding refund status. Issue resolved. 

  Customer Answer

  Date: 06/20/2024

  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.
  

  I would like to note that I was refunded the incorrect amount and had to re-contact customer service to address it. I also had to follow up to the original response from the business to have any of the issues addressed beyond them accepting the return of the item.

  Thank you to the BBB for being the only reason the business has addressed this.

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

• Initial Complaint

  Date:06/12/2024

  Type:Order 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.

  TRR sold me an $3,000 Goyard handbag they had marked as "pristine" and brand new, with tags and a dust bag. Upon receiving the handbag, it showed visible signs of wear: straps were out of shape and showing visible wear where they met the bag. Brand new Goyard handbags are supposed to stand straight up and there should be no bend in the handles. Additionally the dust bag they provided was not the proper dust bag for the purse (it was about 10x too small) and there were no tags with the purchase. I'm shocked at the fraud with them trying to pass something off as brand new that clearly isn't and that the entire product is not as described.

  

  Business Response

  Date: 06/19/2024

  Client has been contacted via email regarding return process. We are working to resolve. 

  Customer Answer

  Date: 06/23/2024

   
  Complaint: 21841556
  
  I am rejecting this response because: I will accept the response only once my return has been accepted and I have been fully credited back to my original form of payment. I have read countless reviews citing issues with TRR's return process, so I want to ensure that's not the case before I close out the complaint. I will have to go into the store in person to make my return as I do not trust shipping (again, citing online reviews). Will need to wait until I'm back from travels to return the bag. 

  As an aside, it's absolutely absurd that TRR is offering me a return as "a courtesy" given the error was on their end and it was a huge error. While I will never shop with TRR again, simply giving me a refund for shipping me a product that was inaccurately described online only solidifies the fact that TRR couldn't care less about customer retention. No compensation (even store credit) for time and energy it took to fight this injustice. 

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

  

  Business Response

  Date: 06/28/2024

  Return has been accepted and we are working to resolve. 

  Customer Answer

  Date: 07/03/2024

   
  Complaint: 21841556
  
  I am rejecting this response because: return has NOT been accepted and refund has NOT been granted.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/12/2024

  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.

  Complaint Regarding Consignment ID #*********** Details of the Complaint:In September 2023, The RealReal ran a consignment promotion offering a 70% commission on select items listed between $200 and $4,999. The consignment had to be created between September 1, 2023, and September 30, 2023, and accepted by October 15, 2023. I sent two items under this consignment, both of which were accepted by The RealReal. Upon sale, I received the 70% commission on only one item.Regarding consignment ID #***********, the item sold in April 2024, and the consignment check mailed on May 15, 2024, was $39.50 less than what I am owed. I expect to receive the remaining $39.50.On April 16, 2024, I contacted The RealReal's customer service and had ten subsequent conversations to resolve this matter. Unfortunately, it is still not resolved.Resolution Sought:I seek the $39.50 I am owed as per the 70% sales price listed consignment promotion terms.Summary:The RealReal has falsely advertised the consignment payout promotion and failed to rectify the discrepancy in payment. I request your assistance in obtaining the $39.50 I am owed.Thank you for your time and assistance in resolving this matter.

  

  Business Response

  Date: 06/19/2024

  Client has been contacted and advised the item in question did not meet the eligibility. We apologize for any frustrations.

  Customer Answer

  Date: 06/20/2024

   
  Complaint: 21839756
  
  I am rejecting this response because:

  There has been no communication from the RealReal to state the item did not meet eligibility criteria. The Burberry item in question was indeed accepted under the promotion terms. According to the attached screenshot of my communication with *************************, your RealReal Senior Luxury Account Specialist, the 70% promotion applies to items listed over $200. The Burberry item was listed for $395, meeting the criteria for the promotion.
  
  Additionally, the second item listed under this promotion, I was paid out the 70% commission, which further supports that the terms were understood and applied correctly. The item was CHA958463 and my February consignor statement shows the pricing adjustment.  

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

  

  Business Response

  Date: 06/27/2024

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

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21839756
  
  I am rejecting this response because:

  I am writing to report that despite my attempts to resolve this issue with The RealReal and opening this case with the BBB, I have received no communication from them. They have not contacted me via email or phone at the contact information listed in this complaint which is consistent with my contact information on the RealReal Consignor account.
  I am seeking to recover the $39.50 owed to me as per the 70% sales price consignment promotion terms. I would appreciate your assistance in facilitating a resolution to this matter.
  Thank you for your attention to this issue.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/11/2024

  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.

  They sold me a FAKE bag. They claim to authenticicate their bags which is a lie. I know this because I decided to purchase the SAME ***** bag that I bought from the ***** store years ago. The reason I wanted to purchase a new one was because the ***** bag I already owned was old and worn out.Also,***** does not make this bag anymore so I was excited when I saw it on sale for $500 on the Real Real's website. When it arrived I took out my old ***** bag (which was the same exact model, style, color,etc) as the one I purchased from the Real Real and it was completely a different color inside. I then began to examine the Real Real's bag and it was missing gold hardware that my REAL ***** bag had. Everything from the shape of the bag was different next to the ***** bag I had bought from the ***** store. I was infuriated because there was no way that this bag was authenticicated like they claim on their website. They outright knowingly sold me a FAKE bag! I put it back in the box and returned it immediately! That was about a month ago and even though I purchased the **************** for $54.00 I still haven't heard back from them. I then contacted my credit card because they did NOT sell me a REAL bag which is FRAUD. It is currently being investigated and disputed by my credit card company. I took pictures of everything wrong with the bag. Why should I even have to pay $54 when they knowingly sold me a FAKE bag? I had to buy PROTECTION against a company that purposely sold me a FAKE bag? The best part is when I printed out the return form from the Real Real's website to return the bag all of a sudden the "xcover protection" increased to $57.41 and a $12.95 reshipping fee (when the return label that I printed out was free and addressed to 2 addresses next door to each other). Basically, the Real Real's scam is they sell you a FAKE bag and STILL make money off of you by making you pay a PROTECTION FEE that is going back to them. I have screenshots of the Return Label also.

  

  Business Response

  Date: 06/14/2024

  We have reached out to our XCover third party partners on the clients behalf. We apologize for any frustrations. 

• Initial Complaint

  Date:06/11/2024

  Type:Delivery 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 date: April 24th 2024 Transaction amount: $520.65 Item purchased: Balenciaga Phantom Sneakers Size 8 Issue: I received my order way past the return window. Once I did receive the shoes the soles were damaged beyond described and the resolution from the real real was only $25 credit. The customer support agent I talked to even admitted to the companies mistake as the items that go through them have to be inspected throughly and authenticated.

  

  Business Response

  Date: 06/18/2024

  Client has been contacted regarding order. We are working to resolve. 

• Initial Complaint

  Date:06/10/2024

  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 had sent over $10,000 of consignment goods to The RealReal and was working with a personal concierge assistant. I clearly asked the concierge assistant if there were fees associated to have my items sent back if I did not agree to the price that they had set for consignment Upon listing, I did not agree with several of the price points and reached out to customer service to have several of my items sent back as I discussed with my concierge ***** sharing this with customer service. They said that there was a $15 restocking fee per item which would have resulted in over $200 in fees for me to receive my items back. I had clearly asked my point of contact if this was the case and she lied and said no to earn my business I have tried to reach out several times to the company since then and Im hung up on each time I tried to find a resolution to this I want to bring this too l light so future consigners are not deceived and lied to like I was

  

  Business Response

  Date: 06/14/2024

  We are in touch with the client and have resolved. 

• Initial Complaint

  Date:06/10/2024

  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.

  I sent two items to TheRealReal in the same box. The item in question is a New With Tags Dress, Never Worn. The box was received on 04/30/24. The shoes (in their own box), were photographed and listed within two weeks. The dress (packaged in bubble wrap) was never photographed. I first checked in on May 25 and opened a case. Since then, I had to check up daily on the item. I can provide copies of all of the emails and texts. On June 3, TheRealReal listed the item as "very good condition" with a stain across the front. I immediately reached out as this was clearly not my dress. My dress doesn't even fit my body there's no way to wear it. I continued following up via email, was assured they were looking into it. They listed the dress (original value $500) as $155 due to the issues with it - that they created. In the meantime, while this was being looked into, someone else at TheRealReal LISTED the item, and it SOLD. All based on fraudulent information. It should have been priced so much higher. On top of it, my commission was 45% of the sale. TRR made more money off of a dress they ruined than I did. I would have never sold it to them.

  

  Business Response

  Date: 06/14/2024

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

  Customer Answer

  Date: 06/16/2024

  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:06/07/2024

  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.

  almost 5 weeks ago, I returned a pair of shoes back to the real world. I was given store credit, and not only 1 day after receiving the store credit, my account was locked from being able to make any type of purchase. Keep in mind that my return was approved, hence the reason why they gave me store credit. To begin with, I have been on the phone with customer service every day after receiving the store credit, and the only answer I am left with is to wait ***** hours by email. Most of the time, I receive a response that doesn't help the situation at all or give me any information on an update. I have been a devoted customer of the business since 2018 and have spent over $15,000 with them. I am unable to contact anyone who can assist. I would need a check for $424.92 if my account is blocked and they plan to ban it or if it is already banned. I would only like to keep the credits if they choose not to ban my account and lift the hold that has been placed on it. Since it appears to be against the law to withhold money from a return and because it is really annoying, I sincerely hope this is remedied.

  

  Business Response

  Date: 06/17/2024

  Client has been contacted regarding account status. We are working to resolve. 

• Initial Complaint

  Date:06/07/2024

  Type:Customer Service 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.

  My family and I have been loyal customers of this business for several years. In 2023, I lost my phone and had to create a new Gmail account because I lost access to my old one. This resulted in also having to create a new account with *************************. My mom, aunt and I live in the same place, and all have accounts with the same mailing address. We also have a payment method that we often share. This has resulted in the real real assuming that one person has created several accounts to make deliberate/inappropriate use of discount benefits. The company has accused me of creating 15 accounts for personal benefit, which is not the case. The company has now banned all of our accounts from placing orders. I have tried contacting customer service multiple times, and representatives have provided me with contradictory information. My family and I have otherwise been great users of the business service but find this accusations and our ban of the service unfair, specially when customer service has been unresponsive/contradictory.

  

  Business Response

  Date: 06/14/2024

  Client has been contacted via email regarding account status. 

• Initial Complaint

  Date:06/07/2024

  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.

  The correspondence reference number from The Real Real is R782871586. On May 29th I contacted The Real Real to return a pair of *********************** Pony Hair shoes that were Final Sale, listed as a size 7.5, based on their measurements (the shoes are not marked with a size). I purchased the shoes relying on them being a 7.5. I wear a 7.5 in ***********************. When the shoes arrived I contacted The Real Real to tell them their measurements were not accurate the shoes were too small. Despite it being a Final Sale, they should accept a return because they made a mistake in the listing. With an on-line purchase you cant try on the shoes and rely on the accuracy of their description. The shoes cost $147 +tax of $14.58. I would like them to approve a return. They can either credit my card, or give me a store credit, they can even charge a restocking fee. Thank you.

  

  Business Response

  Date: 06/14/2024

  Client has been contacted via email regarding resolution. We are working to resolve. 

  Customer Answer

  Date: 06/15/2024

  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,
  
  ***************************