ComplaintsforThe RealReal
Retail Stores
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Complaint Details
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Initial Complaint
06/08/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On February 16, 2024, I consigned a Cartier Love Bracelet with The RealReal. I was told that if the item did not sell with 90 days, they would reach out to me with an option to discount the item to help it sell faster. After 90 days, the item had not sold, and I asked The RealReal to ship back the bracelet. On May 17, 2024, I received a *** box from The RealReal with an empty Cartier box. There was no bracelet, no gold screwdriver, no tag and none of my authentically documents. I have been calling, texting and emailing my consignment advisors and customer service for weeks, and no one can provide me with any answers. They keep saying they are going to look into the issue but no one has reached out to me. I am seeking compensation for the cost of the bracelet and screwdriver since they cannot produce my items to me.Initial Complaint
02/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I sent in a ************** watch pen for them to sell, along with 4 other items for them to sell. I have clear documentation of the items that were included in my package. I took several photos of the 5 items that were included in my *** package. I also documented with their sales rep via text what items I sent in. Only 4 items were listed to sell. I inquired immediately about the missing item. After several months of them investigating they are saying the item was not found. Their policy is if they lose an item they pay for the list item. They are telling me they are denying the buyout of my item. The value of the item new us $1000.Initial Complaint
11/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I gave them a set of 16 stemware glasses to sell. I have photos of the glasses. They were picked up ***** (who no longer works there) in August 2022. After not seeing them on the Real Real website under my account and saw that the items were processing for over a month, I contacted them several times about the items. At first I was told that I needed to send them a photo, which I did, then they asked for the manufacturer, which I gave them. After not seeing them on the website after that, I called them back - mind you you can never talk to the same person so they put you on hold and then you have to go through this all over again. Then you get cut off. After my sixth or so call, they said they located the glasses but didn't know who they belonged to. Still not on the website under my account, I called back. Then they said they had to evaluate the glasses and would get back to me, which they never did. I called them back AGAIN and they would settle with me if they couldn't find them - apparently they became lost again - and NO ONE ever got back to me. I called again today - going on almost 3 months- and talked to someone else - in customer relations - and she said it had to go through 2 different departments to process this claim. It is clear to me that the glasses have either been lost, stolen or damaged. I am tired of getting the run around and either want my items back or to remunerated for them. I want someone to take ownership of what happened. They are crooks and are abysmal with customer service. The value is $250.Initial Complaint
08/03/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have asked TRR to return my consignment back to me. The consignment was a CD purse that retails for over $5000 and about $2000 resale. TRR had ship it back to me with a signature upon a delivery. However *** reported it lost in their faculty on April 19th. Since then, I have been in communication with TRR and waiting for the refund. They agreed to refund the resale price of the purse by posting it back on my TRR portal and depositing the payment for me accordingly. However, despite of my regular emails to customer service, they dont respond anymore. I know that they are receiving the emails as I get customer service surveys. I would like for TRR to refund me the $2000 resale value of the purse. Thank youBusiness response
08/01/2022
I do not know anything about any purse I am a construction company.Initial Complaint
04/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I dropped off a consignment at TheRealReal on February 14. A month later, none of my items were listed as received in my account. I contacted the store, reached out by email, and it still took another 10 days for anyone from the company to indicate that anything was being done. Two months after I left my consignment, I get an email with a your items have sold message but no explanation for the dollar amount assigned to my consigned items the value of which far exceed the $ that TRR is paying for my lost items. I expect full compensation and an explanation for the loss of my belongings.Initial Complaint
02/19/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Order # R111785667- I purchased expensive earrings online on the merchants website for $13,574.18. The earrings were sent to me on February 14, 2022. I returned them the next day, on February 15, 2022 in person to the ******* store. I was given an email for the receipt that I returned them. However, the company told me that the process to refund my credit card could take up to 20 to 30 days. That they needed to send the earrings to a warehouse and then the warehouse would send them to a third-party for authentication. I was never told that this process would occur. I was told that I could we turn the earrings within 14 days no problem. This process was not told to me nor is it on their website. I was never told that I would have to wait up to 20 days for a refund. I want a full refund immediately because I returned these earrings last week.Initial Complaint
01/21/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
The company has my items worth over 1500.00$. They have had them since Dec 16th and the communication until today has been lacking. When you call you get routed to a call center in *****. When you use the chat you wait hours and sometimes loose the chat. Why would I consign a coat on December 16th when it can take them months to process the coat to sell. Its a bad business practice to mislead customers to try and get their items to make a profit while loosing profits for those customers. A coat that would sell for 1100$ in dec won't sell for that same amount in Late feb march. This company needs to be held accountable to misleading people and holding their items hostage by calling it processing. I still don't have an exact date I will get my items back which seems criminal to me. I will be filing a local court case to see what a judge has to say about the practices of this company.
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Customer Complaints Summary
8 total complaints in the last 3 years.
1 complaints closed in the last 12 months.