TheRealReal.com

I recently had the displeasure of purchasing a Louis Vuitton bag from TheRealReal - where it is absolutely clear by looking at the bag in person compared to the pictures they had posted (which you can zoom in on), as well as the condition description, they pulled a bait and switch The bag I purchased was described as *Very Good* with minor issues -- what I received is a bag that is at best *Fair* and was heavily used, with Major issues (which they described as minor) The bag shown in the pictures for the item, were very nice and matched the description/condition This is how I am absolutely positive they used different pictures in the posting, for all but the date code, to draw buyers in The unfortunate part -- for me -- they have it marked as non returnable I will be pursuing legal action I have downloaded the pictures they had posted, along with screen captures of the post as supporting documentation
It is important to note, I have purchased twice from them prior with no issues but this is clearly a case of deception that I will not stand for

This review isn't for The RealReal's physical location nor for their officeThis review is going to be based on their online consignment service (***)
A few months ago, March to be specific, I ordered their free "Luxury Consignment Kit" so I could package my valuable clothing and ship it back to them at no costIt took a few weeks to receive their free Luxury Consignment Kit (shipping time is about the same as thredUP's free "Clean Out Kit") and it came as a large brown boxInside the box were instructions on what was accepted and other minor documents
Once I read all of the instructions and documents that came with the kit, I started to fill the entire box up with valuable clothingIt took some hours to sort out which clothing were good and bad, so I could meet their requirementsAfter I packed all the clothing that I could into the box, I taped it up and used their pre-paid USPS shipping label to return the box back to them
I received a confirmation email from The RealReal after USPS successfully picked up my 40-pound package from my homeThat was on March Near the end of April, I started to wonder if they were going to finish processing my package, because I also shipped a package for thredUP on the same day I shipped the package for The RealRealI gave it no thought until mid of May where I started to panicIt's been passed a month and a half and I haven't received any sort of notification from The RealReal of where my package was located
I sent an email to their customer support and their Consignor Relations Specialist told me my package hasn't even left my state yetWhat? I told them that I used their pre-paid USPS shipping label that was providedAnd told them I even gotten a confirmation email that they knew my package was picked up from USPSThe Consignor Relations Specialist was barely of any help and kept asking me if I used their shipping label or not and what type of clothing I packagedI even sent them photos that I took of the package before even shipping it outTo this day, we're still emailing back and forth
In the end, my package is lost out there and will never be in the hands of The RealRealThey failed to have the common decency to even notify me when they didn't see my package at their warehouseTheir customer support is not very helpful and they take nearly forever to respond backMoral lesson, don't use The RealReal's consignment service unless you want your valuable clothing lost somewhere out thereInstead, go use a reliable consignment service like thredUP or just donate your clothing to ***

Initial Business Response /* (1000, 6, 2015/06/08) */
Can Ms*** 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 /* (3000, 8, 2015/06/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Order number RXXXXXXXXX
Final Business Response /* (4000, 10, 2015/06/11) */
We offered *** 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 /* (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

The company takes your money, promises delivery in 3-business days, but doesn't follow throughE mails aren't answered and customer service, on the phone have no clue what happened to the product

TheRealReal claims that they provide authentication to designer items However, there are so many items for sale on their site that didn't go through any type of inspection There were boots listed as Manolo Blahnik but on the sole it was written *** When I called them to point that out, they didn't correct it I purchased a coat from them that had a used Kleenex in the pocket Many items are sold with rips and holes that are not mentioned in the descriptionsAlso, it seems that when their employees like items that were sent for consignments, they price them very low and items get sold even before they get posted Pure manipulation of pricing in favor of employeesSuch a disappointment!

Therealreal ripped me offTheir operations are a messThey steal people's valuable itemsThey have terrible customer serviceI have a statement in writing from one of their employees stating that I did not approve the sell of one of my personal itemsTherealreal had a mixed up with the warehouse and forgot to ship my item back to meInstead they sold my item well under its valueThey refused to pay me for the item and they cant retrieve it from the person who purchased itI no bag and no payment for itThis company is a fraud

Purchased a dr as that turned out to be a fake Herve LegerI purchased a dress online and paid for expedited shippingWhen the dress arrived it was clearly a fake, and had a blatantly fake tag sewn into itI own several real Hwrve Leger dress and this one was so obviously a knock offI emailed them to request a return and they refused to refund my money entirely and made me Lu for shipping againThis is such a scamThey are liars and practice horrible business

They're uncooperative awful bias and *** I ordered a item never received over $the had me calling back for days stated the item was delivered to a security booth in many vicinity stated on fed ex website left st door and says they can't refund me I must contact my bank!!!!!! I already heard they're authenticity is questionable

Initial Business Response /* (1000, 9, 2015/09/22) */
At The RealReal, we occasionally make mistakes, but when that is brought to our attention, we do everything we can to correct the mistakeOne of the items the customer ordered was accidentally left out of the orderThe customer received the
order on 9/and she spoke with us on 9/to inform us of the missing itemWe told her that we would look into the matter and ship the missing item, and in the event it could not be found we would give her a full refund
It appears this customer filed this complaint on 9/1, before she had spoken with anyone at The RealReal
We found the item and shipped it to the customer on 9/We called the customer on 9/to let her know the package was on its way
We consider this matter closed

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!

** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** ** *** *** *** *** *** ** *** *** ** *** I purchased items that were "final sale" but were not clearly marked final sale When I received these items, they did not fit, and I could not return them I was stuck with junk basically Now I have to send back to The Real Real so that they can consign to someone else I only get 50% of my money back if they sell it It's all really scammy, and I will not use this site again

I listed an expensive diamond watch (+ appraisal) with themThey marked the watch down without my approvalIt sold and there's nothing I can do about itAlso, I have purchased items from them that were not in good condition: stains, pilling, defects, etcThey have low standards for the items they accept for saleI have given them several chances, now I am done with TRR

The Real Real is REAL FAKEDo not trust their authenticity claimsI tried to have a an LV bag authenticated independently and was told it was not realAfter several complaints with customer service that went nowhere, my complaint was raised to "escalated." After that, the customer service was minimally helpfulThey gave me store credit (why do I want store credit to buy another fake bag???)Please do not buy from this siteIt's better to have a nice, real bag from a less prominent designer than waste your time and money shopping at this fraudulent website

I orders and purchased an advertised authentic *** wool tunicWhen I received the package, I opened it up and noticed several things wrongIt was very cheap material by the feelThe stitching was wrong for a *** item, and I am a size The tunic did not fit me at allSize fits me no problemThis is a fake item being advertised as an authentic *** itemThat is advertisement

Initial Business Response /* (1000, 11, 2015/12/21) */
12/9/
Dear Revdex.com,
Thank you for forwarding this consignor's concernThe consignor's e-mail was removed from all mass marketing e-mails earlier in the yearThe last e-mail she received was from an individual employee
When she responded to it by forwarding it to customer service she also received an automated satisfaction survey
We sincerely apologize for the inconvenience to this consignor and have asked the individual employee to delete the address from her personal address bookTo the best of our knowledge, we have removed her e-mail address from all sourcesShould she contact customer service through e-mail, she will get a satisfaction survey to the e-mail address it is sent from since that is not a feature that can be turned off at the individual level
Again, please convey our apologiesWe know how irritating it can be to receive unwanted e-mails
Sincerely,
The RealReal Consignor Relations

I purchased a diamond necklace When I received it, I saw that it did not have a clasp to open/close it It was supposed to fit over your head The chain was not that longIt was stated to be 22", but in fact it was 20", therefore was not able to fit over my head or anyone else's head I sent it to my jeweler, who estimated to fix it for $because they had to put a clasp in it because it was impossible to slip over anyone's head I kindly asked the company for a credit to fix it, and they refused I paid the jeweler to fix it because I wanted the unique necklace and at that point it was too late to return, and then I have to pay insured return shipping Buyer BEWARE!! Read if the item is returnable, and return it the same day you get it, or no refund for you!

They're uncooperative awful bias and *** I ordered a item never received over $the had me calling back for days stated the item was delivered to a security booth in many vicinity stated on fed ex website left st door and says they can't refund me I must contact my bank!!!!!! I already heard they're authenticity is questionable

I want to leave them stars!! I sent them a brand new with tags StJohn Jacket with all the tags attached along with it’s over $1,price tagThey priced it at $with a 20% discountThat is stealing from me and I am more than a bit ticked offI was not consulted about the price and in the case I should have beenShut these thieves down! What they did is unconscionableWe really should have the option to leave them big fat stars!!

Two months ago I sent TRR a rare, valuable piece demitasse set in perfect condition: HERMÈS MARQUETERIE DE PIERRES D'ORIENT ET D'OCCIDENT DEMITASSE CUPS & SAUCERS
In short order it became clear that TRR broke two of the cups in receivingSubsequently, they attempted to list it as a piece set, certainly, less valuableSince, I’ve called, also have over email corespondences w/my assigned Customer Service RepsAfter much back and forth, they agreed to purchase this listing but still kept attempting to compensate for a piece setPLUS insult to injury, they had the gaul to discount my compensation by 20%!
Major pain to work with TRR, this isn’t over yet, not settled and I’ve not been compensated

I purchased a diamond necklace When I received it, I saw that it did not have a clasp to open/close it It was supposed to fit over your head The chain was not that longIt was stated to be 22", but in fact it was 20", therefore was not able to fit over my head or anyone else's head I sent it to my jeweler, who estimated to fix it for $because they had to put a clasp in it because it was impossible to slip over anyone's head I kindly asked the company for a credit to fix it, and they refused I paid the jeweler to fix it because I wanted the unique necklace and at that point it was too late to return, and then I have to pay insured return shipping Buyer BEWARE!! Read if the item is returnable, and return it the same day you get it, or no refund for you!