TheRealReal.com

I had a check that was sent to me for goods sold. I cashed it at my credit union. It was returned unpaid. The credit union wants to drop my membership because I didn't have the money to pay the check back plus fees. I have contacted therealeal twice through email on June 7 2021 and July 9 2021. I received an initial please be patient we will look at it. The second time I sent an email to my online sales consultant and the person who responded to my initial email..no response from either. Full disclosure...I lost check and then found it...so it was over 5 months old. I checked the check carefully for a "this check is good for a certain amount of days." It did not say that. So it shouldn't have been stale dated for 6 months. I'm assuming this isn't a common thing. I just wish it hadn't happened to me.

Dear Revdex.com, Thank you for sharing this customer’s concern with usWe make every effort to describe the item thoroughly and take pictures of each and every individual item because we want customers to know what they are purchasingThis is usually enough, but on occasion what the customer receives does not match what they expectIn those situations we work with the customer to understand the differences and find a resolution We have been in contact with the customer and are confident we will agree to a suitable resolution Sincerely, The RealReal Customer Service

Awful customer service, unresponsive and irresponsibleRude management You can never speak with a manger (even though their supervisors tell you that you'd have to speak with a manger) because they are always "in a meeting." They will give you the run around intentionally to avoid a resolution until you give up and it goes away for them Do not use their services! You are at risk of losing your items and money! It took attempts for them to finally get my address correct (They shipped items to a different location and it took week to retrieve my items) They do NOT place a value on shipments, so if it gets lost, you can't provide [redacted] with a receipt and get your money back The Real Real will only reimburse as if the item sells (but in my case, I wanted my items back because I was dissatisfied with the pricing and wanted to sell my items elsewhere) They dragged the case out for weeks and I did not get a solid resolution out of it-frequent phone calls and emails and even then the representative I was stuck with STILL got it all wrongShe got the tracking number wrong (so she was tracking down a package that was already deliver awhile back) and she couldn't do simple math for the price breakdown of the items that they lost They don't take responsibility, they cheat by not placing value price on shipments so they don't have to pay in full, even if it's their fault [redacted] specifically told me that had they placed an item value to the box, [redacted] would have reimbursed me if I had valid receipts (which I did)The Real Real tried to claim responsibility for speaking with [redacted] about the lost package, which is FALSE Support your local consignment stores and sell with them instead of the Real Real ANYTHING is better than the Real RealStay away!

Initial Business Response / [redacted] (1000, 5, 2015/05/29) */ This item had actually been found and soldShe will be paid her commission of $on her June 15th payment

I was sold an almost year old bag for almost $that was patched up enough to look OK on the surface but within two months of light use, the handle is literally hanging by a thread! Also shows signs of glue, which I'm sure [redacted] didn't use to attach it's handles! Customer service refuses to acknowledgeBuying used isn't worth it! Even if it's discontinuedIve had better luck on ***!!

I purchased a Pony Hair Celine bag for a little over 2kWhen I received the bag, the color was significantly off from what was displayed in the photo onlineIn addition, the wear and tear was significant to the product and this too, was not displayed in the photo onlineAfter wearing the bag a few times I started to notice the purse was actually baldingI wrote in to customer service and requested a refund and was deniedSince I financed the bag through Affirm, I am stuck with a $215/mobill for a bag I never wearVery bad serviceDo not trust or expect them to do business in good will

BUYER AND CONSIGNOR BEWARE! I sent in items for consignment to The RealReal with trackingThe tracking shows it was received and lists the person's name that signed for itIt was delivered to a receiving dockOver weeks later it does not appear in my account under salesI can see my items listed on The RealReal website-I have pictures of my items sent and the items listed show the exact same light wear marksAll of my items were in very good condition or new with tagsThe items that were worn thankfully have identifying marks that match my photos exactly! I have sent emails to C.M., my consignor relations contact, and to S.A., another consignor relations contact I spoke with when I called in to complain that C.Mwas not following upI have given them the tracking number and consignment list of itemsDo not trust them-they have over a $of my merchandise! I am currently filing a report with the authoritiesBuyer and Consignor BEWARE!

This is an online consignment storeI sent them a [redacted] purse to consign which they rejected and stated they would return back to me on 04/11/They ended up sending it to my old address in Dallas, TX instead of my current address in Jacksonville, FL which I had already updated with themI contacted them weeks after the expected date of delivery and they said it was sent to my old addressI was able to locate the bag and requested a friend to go pick it up and ship it back to meThey agreed to send me a [redacted] label to cover the shipping cost but the first label expired and the second one they sent to replace it had the incorrect address and the item ended up being shipped back to my old TX address!!! I contacted them again and they were quite rude and refused to update the label and said they would have [redacted] collect the item from TX but this was never doneI contacted [redacted] and they said that RealReal cancelled the pick up and now I cannot locate the bag at allI contacted

Dear Revdex.com, Thank you for bringing this customer complaint to our attention As we make clear on our site and at the time of purchase, and as has been clearly and repeatedly communicated to Complainant, The RealReal, Inc’s (TRR) policy on returns allows that purchases can be returned when the customer completes what is called an online RMA, associated with each item purchased: Within days of the ship date and then Physically returns the item within days of shipment With the tags attached Unfortunately, the Complainant has a long history of abuse of our Returns policyShe consistently failed to complete the RMA associated with each individual item, sent them more than days from shipment and nearly always without the TRR tags We are a purely consignment businessWhere an individual item is sold, TRR then issues a commission to the consignor and owner of the item, that is paid monthlyOur policy on returns allows us to manage to timely paying our consignors for items sold while still allowing the benefit of a reasonable and fully disseminated returns policy to our customersComplainant’s repeated failure to follow policy resulted in TRR having paid the commission on the item and then having it returnedTRR nonetheless continued to allow numerous out of policy returns by Complainant, despite having already paid the consignor TRR finally reasonably refused to accept the out of policy returns and the items were sent back to Complainant However, to date those items sent back and so not refunded equal in value only approximately $1,The balance of the items were either accepted out of policy and refunded, or Complainant still has them We have reached out to Complainant and her business partner numerous times by email and by telephone to arrange for the return of the items she claims Fed Ex delivered and left in the rain and snow, and offered to cover the cost of shipping the items backWe have yet to hear back from her Once again, we continue to stand ready to receive and inspect all of the items Complainant represents in her complaint were damaged Thank you, The RealReal Customer Service Department

The worst experience I've had with any companyCustomer service is a joke, no effort and ability to help resolving any issues, terrible place to consignThey are friendly and easy before you send anything in, once they have your items, it's overThey don't care about you as long as they make their 45% off your goodsadvertisement, misleading informationThey undervalue your goods and then run an extra 20% or more sale on top of it, that means you as a consignor get real [redacted] money for your stuffManagement and policies are a joke, I don't know who runs the operation, but this is the lousiest luxury consignment site ever! THEY ROB YOUI sent over items which were accepted by them, one of the items is a high demand popular Louis Vuitton wallet, in great condition, days after being on the website, they sold it with their 20% off promotion despite that fact it was marked as not available for any coupons and discountsI mean why the hell would anyone do that? The consignment rep who helped me clearly told me such an item like this would not be on sale unless it's being on sale for more than daysBUT days after ?? A well sought after LV wallet?? I have no wordsBut they refused to admit it was their mistake and refused to do anything about itThey simply just do not give a crap about youTHINK TWICE BEFORE YOU SEND IN YOUR GOODSNever again

Initial Business Response / [redacted] (1000, 9, 2015/12/18) */ 12/18/ Dear Revdex.com, Thanks you for forwarding this concern The earrings were consigned with us in December and sold in February Our records show that the consignor did contact us on 2/27/to ask about the earrings and the price they sold atWe informed her at that time that the earrings had been featured in different sales and because they had not sold, had been discounted by 25%This is a part of the consignment process Our goal is to get the top dollar for the consignor, so we list it initially at the best price and then incrementally reduce and/or offer discounts until the item is soldMost of our inventory sells within a few days, so an item that is two months old is usually discounted We have a consignor agreement that stipulates that as part of an effort to sell an item, we will offer discounts to customers or reduce the selling priceWe make an effort to explain this to consignors, but sometimes that is not fully understood If it took the consignor almost months to find a comparable item for sale at a higher price, then the price it sold for was pretty goodAnd just because an item is listed at a price does not mean someone will buy it at that price - so it is possible that the item she found would not sell for what it is listed at Sincerely, The RealReal Consignor Relations Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company did not put these earrings on sale during the most valuable of selling times: prior to Valentine's Day: I checked every dayI believe the company has an obligation to do everything possible to sell product they accept from consignors at the highest possible price before discounting the item, which was not the case in my situationTo have an item for over days and only place it on sale for days out of is not even a "reasonable" effort to try and sell themNo, it did not take my nine months to find the earrings on First Dibs: I went there to find the earrings to include them with my Revdex.com complaint and found them immediately & each listing had the exact same earrings at $or aboveI remain totally dissatisfied with the manner in which the Real Real handled this saleI would accept nothing less than $from the company Final Business Response / [redacted] (4000, 13, 2016/01/04) */ Good afternoon - as stated in our initial response, this item was featured in different sales prior to discounting itMost of our items sell within a few days and are only featured in 1-salesThe featured sales started on 12/14/and continued every 3-days until 2/20/when it was discounted and finally soldThe earrings were available for purchase on the website for the entire time and could have been purchased at any time during that period - this is in addition to the featured sales We have a vested interest to sell consignor's items at the highest possible priceAfter featured sales, it is clear that the price was not acceptable to buyers until it was reduced by 25% We believe the price the item sold at was fair and reasonable and within market value Thank you, The RealReal Consignor Relations Final Consumer Response / [redacted] (4200, 15, 2016/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) When this company indicates that most of their items "sell within a few days" they are not referring to fine jewelry items, which always take longer to sell than other accessories that are not as expensive or clothing and shoesThey definitely did not have these earrings for sale the entire week prior to Valentine's Dat, as I checked every single day; they are not being honestThey did not sell these earrings at the highest possible price, nor did they attempt to sell these items at the most opportune times when potential buyers of such items might be buying, no matter what they sayOf course they would sell at a ridiculously low price when their value was so much higher: every piece of fine jewelry on their site wouldTo discount an item to 25% of it's value is not fair to the seller, especially when they did not make a true attempt to sell the items at the highest possible price or at the best possible selling time for such itemsThis company is not being honest and rather than go back and forth again since they refuse to tell the truth I suggest we demand a settlement of $for me to resolve the matter due to their unfair and dishonest selling practiceI am confident either an employee or friend of the company got these earringsOr else The Real Real can find me another pair exactly like these and I shall return the $ they gave me for the sale price of mine as another possible resolution to the issue

Initial Business Response / [redacted] (1000, 9, 2015/08/20) */ Dear Revdex.com, Thank you for forwarding this customer's concerns Our return process requires a return authorization prior to sending the return in, which as the customer acknowledges, she did not obtainBy the time the customer contacted us, it was out of our stated return time frame and then she informed us that she had disputed the charge with her credit card companyWe should have offered to refund her when she first contacted us, and The RealReal apologizes that she did not receive that courtesy at that timeWe spoke with the customer after this complaint was delivered to us and have issued her refund We have tried to make our return policy as clear as possible, but will use this opportunity to see if improvements could be made to convey the policy The RealReal strives to offer a seamless shopping experience and we are sorry to see that we did not meet this customer's expectationsPlease convey our apologies Sincerely, The RealReal Customer Service

Initial Business Response / [redacted] (1000, 9, 2015/10/07) */ Dear Revdex.com Thank you for forwarding the concern about pricing from one of our consignorsWe make every effort to ensure that consignors are aware of our pricing policyConsignors must sign and accept the terms and conditions that The RealReal operates under prior to consigning with us - this agreement outlines some of the efforts we may take to generate sales on their behalfAs the consignor indicated, she consigned two items with usThe first item sold in April, four months after it had been consigned, and the dress sold in July, after ten monthsBoth were included in a standard sale for old items At any time, a consignor may request the return of an item, and as long as it has not sold, we will return itWe never received a request to have the dress returnedWe asked the consignor to forward the e-mail she said she sent asking for the dress to be returned, and she declined to forward itShe also requested the receipt for the sale of the dress, which contains confidential buyer information which we treat carefully and do not disclose to consignors, just as we do not share consignor information with buyers The RealReal confirms that the dress in question was sold for $and that the consignor was paid her agreed upon commission for the dress Sincerely, The RealReal Consignor Relations

Dear Revdex.com, Thank you for sharing the concerns of this customer with us We have since been in contact with this customer and the disputed amount has been refunded Sincerely, TheRealReal Customer Service Department

Although The Real Real claims that they work to ensure that 100% of the items they sell are authentic, I can assure you they are notI have purchased items since December and have returned of them because they were counterfeitOnce the items were received, it was easy to do an internet search on how to determine authenticityI am not an expert but I can assure you it was easy to determine that high end designer belts were made of plastic and not leather, same with a Ferregamo Purse Items like Gucci belts have a digit serial number, two of the belts had a digit serial number Customer service was horribleAlthough I was finally credited back for the original amount spent on of the items(They would only give me an account credit on the 6th item)I was not credited for the original shipping charges of $ Let me be clear that not all of the items sold on this site are counterfeit, but they definitely do sell fake itemsUnless you are willing to take this risk, buyer beware! Purchase your item somewhere else!

Great shoes at great price Delivery was days

Initial Business Response / [redacted] (1000, 6, 2015/06/08) */ Can Ms [redacted] please provide an order number or enough detail to identify what the item is? She has ordered a few pairs of shoes from us, but the orders are all over a year old (except for one that she claimed that she didn't receive, which we fully refunded), and there is no record of any complaints from her Also, could the Revdex.com please ensure that complainants have at least attempted to contact us before accepting a complaint? Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Order number RXXXXXXXXX Final Business Response / [redacted] (4000, 10, 2015/06/11) */ We offered [redacted] a complete refund when she brought this to our attentionShe refusedAnd demanded that we give her a credit instead, and she would keep the "damaged" shoesWe agreed to give her a $refund, and did, on June 1stNow she is demanding moreTo bring this manner to a close, we just issued another $refund to her Affirm account, bringing the total refund amount to $75, which is in the range that she is demandingWe are block her access from shopping at our site going forward Final Consumer Response / [redacted] (2000, 12, 2015/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) After contacting Revdex.com and Consumer affairs proper refund was given for the falsely advertised shoes"Blocking someone from purchasing" just goes to show The RealReal is not honest with what they offer for saleI can see by the list of complaints opened and reviews that I am not the only one and the list will continue to growSad but I will personally NEVER go through this and shop with the company again

I was a customer, purchase a lot expensive items , and I had one issues with return , it’s was more than weeks of processing time , I called and waited, finally I file dispute on [redacted] because I need my money and I can’t get any response when it’s all going to be finishedSo I did get my refundI try to purchase an item today and my account is blocked and I am not a customer anymore, all though they didn’t cancel my membership which I pay for, response from real real was that it’s because I file disputeWell it’s great company, awesome reputation but I can’t do anything to them even used my right to disputes if they lateIt’s just wrong that despite all that bad reviews and cases they had filled against them by other customers I give them a chance and buy there product , but on return I got such horable treatment!

I purchased a pair of shoes and filed a return next day after delivery as they were not as describedI was within the allowable refund timeI shipped via [redacted] and shoes were received in warehouse on 4/14/I have yet to be refunded after two weeksCustomer care continues to say that the warehouse is the issue which should not be my problemThe purchase for my shoes was promptly deducted from my account hence as it is documented that my return was received, I should not have to wait weeks plus for my money to be refundedI want my refund by the end of this week

Business Response / [redacted] (1000, 14, 2014/06/18) */ No action is necessary on our part as we did nothing wrongWe have in our records that MsQi submitted her consignment request through our online form (partial screen shot below), where she must agree to our Consignment Terms in order to submit the formIn those terms, we clearly state that The RealReal will determine pricing, without approval from the consignor: EFFORTS TO SELL Upon acceptance of the Property, Consignee will display the Property and will make commercially reasonable efforts to sell the PropertyThe price will be set by Consignee, and may be changed from time to time by the Consignee without notice to the ConsignerConsignee reserves the right to run promotions on its website and other properties to offer discounts to its customers and items may be placed into Consignee's sales as part of its ongoing sales efforts We set the price of her bag at a fair market rateFurther, it's a bit absurd that she's asking for a commission based on a price of $700, when she herself admitted that she only paid $