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Business Profile

Ecommerce

The RealReal, Inc.

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

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

Find a Location

The RealReal, Inc. has 11 locations, listed below.

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    Customer Complaints Summary

    • 2,074 total complaints in the last 3 years.
    • 617 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/24/2025

      Type:Order Issues
      Status:
      Resolved
      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 name is **** **** **** and I am friend of Bok Hi *** and the English is our second language and Bok Hi *** think I speak a little better than her. Anyway, we are working on this complaint form together and we add my email address at ***************** because there was no options for second so I added Bok HI ***** email address on "Address line 1 (her email address is ********************************)please understand our situation and sorry for the incovenence. We feel like this is fraud and we need your help to solve this issue. Bok Hi *** statement below:I have a tote bag "****** ******** Handbag/Canvas Tote" brand and I purchased about $1600.00 +tax from other company and I used about 2-3 times then I didn't like and I was looking for the websites and learned that The RealReal may have option for me to tread then I contacted The RealReal to tread in with different kind of bag but they offered me (they have resale program)to send them the item then they will sale the best price for me and they will charge me 25% (commission)of sold amount if they sold item( they send me the free shipping label for me to send item to them and I sent item on 1/28/25 through ***** Then I receive text message on 2/15/25, from them that they sold item $165.00 and they will send me the $75.00 of check to me. Then I sent the an email asked them how could they sold about $1600 bag even used on to sold to $165.00 and asked them to send my item back because I cannot accept this amount. They they replied back to me"we have expert pricers that set the price based of our knowledge and data on current resale values, original prices, what they're historically sold for on our site, how in demand these items are, etc. Our goal is to sell your items at the highest price point possible the market will allow to get you the most out of your original investment and get them sold in less than 30 days. Check out therealreal.com/how-we-price for more info." Thank You

      Business Response

      Date: 02/28/2025

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

      Customer Answer

      Date: 02/28/2025

      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.

      Sincerely,

      Bok Hi ***

    • Initial Complaint

      Date:02/23/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      These rings were purchased from the real real as 18k gold when I tried reconsigning both rings were returned to me claiming that one of them is silver and the other is marked 18k gold but does not test as 18k from what I was told. I tried contacting customer service 4 times so far and unable to get a resolution. If they were sold to me as gold but are actually silver which Im allergic to, I would like to get my money back as the company promises authentication and obviously authentication was not performed when I purchased the items if now they claim to be different from original purchase. I still have the pictures and prices that I purchased the items at

      Business Response

      Date: 02/28/2025

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

    • Initial Complaint

      Date:02/23/2025

      Type:Product Issues
      Status:
      Answered
      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 order R360507828 from TRR. However, the description didnt say the bag is not come with the pouch that suppose to attached to the bag. The pouch is part of this style of handbag. Ive contacted their team, they keep saying dust bag or boxes are not included unless specifically mentioned. But the missing pouch is not as a dust bag or box or tag. Its part of the bagthey should mentioned about that. I asked for a return, but they rejected.

      Business Response

      Date: 02/28/2025

      Client has been contacted with resolution. We apologize for any frustrations. 

    • Initial Complaint

      Date:02/23/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Today, Feb. 23 2025, I tried to make a purchase online with TheRealReal. I have money on my card, but TheRealReal will not let me purchase. It is a family credit card and is shared with multiple people, and for example, they had no issue checking out elsewhere. I think TheRealReal blocked my credit card and I would like to purchase with my own account.

      Business Response

      Date: 02/27/2025

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

    • Initial Complaint

      Date:02/23/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 purchase Cucinelli jacket on Feb ******* Jacket was on final sale but unfortunately It was fake, not authentic.. I did contacted The RealReal few times via phone and Email requesting return. Got run around Was told that it is final sale Please advice

      Business Response

      Date: 02/27/2025

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

    • Initial Complaint

      Date:02/22/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Dear BBB Representative,I am writing to formally file a complaint against The RealReal, an online luxury consignment company, regarding their failure to return my consigned items or provide compensation.I consigned attached 6 items to The RealReal for resale. Per their standard policy, I expected either a sale or a return of my unsold items. However, despite multiple attempts to follow up with their customer service, I have not received my items back, nor have I been compensated for them.I have contacted The RealReal multiple times via email, chat, etc. but I have either been met with unresponsive communication or vague assurances without any resolution. This has caused unnecessary frustration and financial loss, as my items are valuable and should have been either sold or returned as per their agreement.I am requesting that The RealReal:Immediately return my consigned items that have not been sold.Provide compensation for any lost, misplaced, or improperly handled items.I believe that this issue reflects poor business practices and would appreciate BBBs assistance in mediating a resolution. Please let me know if you require any additional documentation, including emails, receipts, or my consignment agreement.I appreciate your time in reviewing my complaint and look forward to your response.Sincerely,Liz

      Business Response

      Date: 02/28/2025

      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.

    • Initial Complaint

      Date:02/22/2025

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Hi,I ordered a Loewe hammock bag on 2/16/25. The website description said there was only damage to the interior of the bag. There is infact damage all over this bag. As stated, i just unboxed my order and the item is not as described. There was only damage described on the interior and there is damage to the front and sides of the bag. There is also leather peeling off from the glazing on the sides and stains and marks on the straps. The Loewe Plaque on the straps is also crooked. I am a long time customer and hoping I am able to return this bag for a refund due to mistake representation. In today's climate, I can't fathom allowing $746 go to waste, I can't wear this bag in this condition. I am very disappointed and emotional about this. I feel like I was taken advantage of in this situation of misrepresentation. I contacted The ********* with the same information. Thank you for your assistance in this matter.

      Business Response

      Date: 02/27/2025

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

    • Initial Complaint

      Date:02/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 chanel bag I was interested in for a few weeks, it got to me and I immediately saw a lot of red flags (different price stickers all over the bag, how it smellled and how it felt, I got it authenticated by 2 different places and both of them told me its fake, its order R614284263 I contacted by messages and got a ticket created but received no response, I want my money back

      Business Response

      Date: 02/27/2025

      Client has been contacted via email regarding the review of this item We are working to resolve. 

    • Initial Complaint

      Date:02/21/2025

      Type:Product Issues
      Status:
      Answered
      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 formal complaint against The RealReal (TRR) for mishandling a lost consignment package, refusing compensation, and unjustly deactivating my account. My consignment id is **********. Initial ********************* Before shipping, I contacted **** consignment manager for a quote and provided detailed photos of my items to establish proof of authenticity and value because I never shipped this high value items before.2. *************** I shipped my package using **** provided *** label, took photos, and retained the drop-off receipt. Despite precautions, *** lost my package. *** helped open a claim, and *** confirmed the package was irretrievably lost.3. Delayed *********************** Denial After *** closed the claim, TRR requested photos, which I provided. Despite multiple follow-ups over 15+ days, TRR ignored my emails. When they finally responded, they accused me saying that my account has fraud activity and refused compensation.4. Unjust Fraud ******************** Deactivation TRR baselessly accused me of fraud despite *** confirming the package was lost and my documented proof. They then deactivated my account, preventing me from receiving any compensation, including potential payouts for items successfully delivered and listed for sale.5. ********************** Resolution I followed all procedures, documented my consignment, and used TRRs own shipping label. *** initially agreed to compensate me but reversed their stance only after receiving my item photos, suggesting a bad-faith attempt to avoid paying for high-value losses.I request that TRR:Compensate me fully based on my photos and consignment managers quote.Reactivate my account or release my pending payouts.If unresolved, I am prepared to escalate further.

      Business Response

      Date: 02/28/2025

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

      Customer Answer

      Date: 03/06/2025

       
      Complaint: 22975636

      I am rejecting this response because: the real real messaged me saying they will contact me soon with a resolution as soon as possible. A week past, still no contact. Even if I sent out multiple emails asking for updates, they kept ghosting me. Such a fraudulent company even with BBBs presence they are still lying about taking care of things for customers.

      Sincerely,

      ***** ****

      Business Response

      Date: 03/11/2025

      Our team is actively working to resolve. We will continue to follow up with client via email 

    • Initial Complaint

      Date:02/21/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Where do I begin the real real is a failure of a company. I never send items before they are pre approved. Sent a consignment and we will start with one of the damages brand new was priced at a very low rate. I sent inquiry and they priced it wrong and refused to listen. Asked for the item be returned and they damaged the item. The item was a special edition bucket hat **** Lanvin. I proved to them how incompetent they are and yet they stated they would reimburse me for the item and never did when they said they would. I have written them numerous times and yet failed to receive a response. Then two items that I purchased through them, they stated they do not accept the brand when I had the items pre approved and bought through them. Now Im the same consignment package, they are questioning the authenticity of one of my designer t shirts. They have proven nothing and all is a bunch of questions that are irrelevant. I requested the item be returned and yet they are refusing. This company got in trouble for having copywriters document these items. They do not have experience and they seem to do vague internet searches. I am being cheated of commissions left and right. I want for all of this to be resolved and for them to be held accountable. Please refer to the lawsuit filed against them.

      Business Response

      Date: 02/28/2025

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

      Customer Answer

      Date: 02/28/2025

       
      Complaint: 22975310

      I am rejecting this response because:

      i have emailed them and received zero response.  In addition, they stated they would pay me for an item they destroyed $228.00.  Instead they documented they will be paying me *****.  In addition, the had the audacity to take commission on an item they destroyed. Regarding me ***** t shirt, they have not returned it to me.  They have no follow up on anything and they cheat consignments on prices, commissions, they fall short on resolutions they keep.  Tired of getting cheated by this company.  So no nothing has been resolved.  

      Sincerely,

      ******** *****

      Business Response

      Date: 03/04/2025

      Client has been advised that an additional payment will be sent 3/15. We apologize for any confusion. 

    The RealReal, Inc. is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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