TheRealReal.com

I called in or around July and cancelled my membership which is $per month, I received an emailed that it was cancelled, I do still have the emailWhile going thru my bills I noticed that they have still been drafting by credit card since thenOn May I called them to discuss this issue and they went into their system and verified that I had cancelled my membership around July 2106, at that point they told me they could only credit me for the current month and that their computer did not let them go back further than that, I advised them that that was not acceptable and that I would like my money back going back to July The gentleman argued with me and said that it was suspicious that I was calling after all these months, I advised them that I had an email notification that it was cancelled and I didn't expect them to continue to debit my accountI asked what I was doing that was suspicious because they have my money and I am asking for it back.he told me he woul

Initial Business Response /* (1000, 5, 2015/04/28) */
We've had several email conversations with Ms***, and, as we told her on April 21st, there was no major discrepancy in the measurements of the handbags, but, as a courtesy, we were refunding herWe have refunded the full amount
of her order #RXXXXXXXXX, $on April 7, and $on April We answer hundreds of calls every day to the customer service number she mentioned, so I'm not sure why she says that she can't get throughPerhaps the issue is with her phone

I have bought and consigned with this company for several yearsI purchased a dress days agoIt never shippedI placed calls to the customer serviceI had to wait each time I called 10-minutesEach agent that I FINALLY got on the line stated the dress was being overnightedNever cameI canceled the Order tonight for a full refundVery poor customer serviceTaking money for an item that is never sent is unfair trade practicesShame on them

Dear Revdex.com,
Thank you for forwarding this customer's concernThis customer did a chargeback for the purchase of a handbag that was not returned to usAdditionally, this customer had multiple active accounts on our website using different email addresses which is a
violation of our terms of serviceUnfortunately, for these reasons, we are unable to allow this customer to shop with us any longer
Sincerely,
The RealReal Customer Service

Very poor transactionGave them a highly desirable limited edition $denim shirt in pristine conditionTold them what it was when I dropped it off at Real Real storeSaid so on the shirt labelThey listed it at $85, and before I could talk to them it was soldThey didn't confirm or investigate what it was or mention it in the descriptionThis is a low price by any standard on the designers website at Real Real Now they won't even return my emailsChange the name of the company to Poor Poor

Dear Revdex.com,
Thank you for bringing this matter to our attention.
This client was refunded the shipping costs of $when the initial claim by the client was called in on 7/5/The additional credit of $was refunded to the client’s credit card on 7/12/when
the item was received and processed by our returns departmentThe total of these two refunds is $processed on card ending which is the full amount paid by the client for the order in question. Additionally, the $welcome site credit that the client used on the order was refunded and is in their account and ready for use on any future order
Sincerely,
The RealReal Customer Service Department

I consigned pieces of fine jewelry— two Pieces of Tiffany jewelry (in perfect condition, years old, originally bought for $15,000.00+)The RR valued them at less than halfI still went ahead with the consignment, and now, nearly months after they sold, I have not received my commissionThe original contact point at the NYC office is unreachable (phone disconnected, email bounces); I’ve been through numerous hoops of excuses with the general service departmentThey claim to have not had an address on file, and then didn’t get the email which gave them my addressI made slight headway yesterday, when I demanded to speak with a manager Caitlin), who facilitated payment for the lesser of the two piecesWhen I emailed her about the remaining missing amount (over $4000.00), I received no replyThis is a shady and irresponsible businessBeware

My Tom Ford sunglasses went in for consignment and they gave me a low offer so I asked for it to be returnedIt took them months to ship it back and they shipped it to the wrong address and now it’s stolenI called to try to resolve it and they said they will pay me based on its worth to “them”Plus they will still take their part of the commissionIn my case 45%Based on the “contract” I signedSo now I’m left with no sunglass and most likely less than a hundred bucks

I sent The Real Real a Balenciaga Motocross Giant iPad Case which I originally purchased at Barneys for over $several years agoI shipped it in November of in perfect condition, and they JUST NOW SOLD IT on April 6th!! They listed it originally at $175, but said they would never go below 50% offInstead they sold it for $(over 50% off), leaving me with a measly $commission! I could have done better selling it on *** *** ** ***! I HIGHLY do not recommend using The Real RealIt was a waste of my time and money!!!

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

I have had only negative experiences with the companyThey also embellish about the quality of and wear and tear on the garments or bagsAs a buyer, my most recent purchase was an almost $briefcase that does not open because it is locked and did not come with a keyI have also bought items that were listed as Lanvin, when in fact, they were Lanvin for ***As a consignor, they will mark down your item significantly without notifying you beforehand--so you are stuck with a final sale price that is much lower than what you would otherwise have accepted

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 *** 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*** specifically told me that had they placed an item value to the box, *** would have reimbursed me if I had valid receipts (which I did)The Real Real tried to claim responsibility for speaking with *** 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!

This review is to address complaints I have with the Consignment Department and specifically Kathy Hein with customer serviceI consigned an item with them and upon initial assessment of price by The Real Real, I reached out to demonstrate that they had incorrectly priced my itemI sent links to parallel items they had sold in the past to support my opinion, I was told that they would review and get back to meOver a month later, the item finally went on the site without my approval and at the same priceIt was also listed incorrectlyI reached out to customer service via Kathy Hein to discuss the matterI let her know that I understand they have a business to run, but I had not given the explicit approval to sell my item- this approval had been laid out in prior emails from her companyShe was curt, discourteous and abrasiveThe entire process was complicated but her dealing with it turned it murky and dishonestThey ended up selling an item without my agreement

I placed an order on the RealReal's website on 02/19/The tracking shows that the package was delivered on 02/24/18; however, I had been home all day on that date, I did not receive any package and I checked with my neighbor and leasing office as wellTherefore, I contacted the RealReal immediately on the next day (02/25/18) through email, I did not hear back from the customer service team, so I tried contacted them through phone (2/26)The customer service line has always been busy, I tried to call everyday until today (many attempts for the past days), still no answersAs I am typing this complaint form, I am also calling their customer service (been on hold for mins)Strangely, when I tried to connect with their sales team, someone immediately responded, but both of the sales said they will not be able to helpAnd I tried to file a claim with ***, but *** said the merchant must file a claim with them for meI feel very hopeless so I thought I should ask Revdex.com for hel

This company is a total disappointmentA brand new pair of YSL shoes were handed over for consignment They are designer shoes which should not have been sold for less than $Instead they were sold for $ The sale was below fair market value A fair compensation to me, for consignment, would be $(adequate percentage of $300,00) Despite the undervalued sale, the REAL REAL has not given me any compensationIn a phone call today (***), I attempted to obtain the address and phone number for *** ***, CEO for the REAL REAL, but was told that office (Consignor Relations) does not have the information requested for *** ***I also submitted a complaint in writing today (October 16, 2018) and learned from the referenced phone conversation that it was received and that it takes some days before review and response by the Merchandising
TeamHad I had the opportunity to voice objection when my YSL shoes were placed on sale, deeply undervalued, I would have done so, but they were sold immediately (most likely to an employee)*** ***

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

I sent you an email right after I purchased a *** * *** bag on July 29th with screenshot photos showing there was NOT any additional photos of the bag to show the signs of wearThis was before I received the bag! Because there was a glitch in your app I wanted to be proactive in emailing you if there were any issuesThere was only the cover photo so the wear I could not seeThe piping is coming through the side (which I could not see because photos weren't loaded) and wear all over the sidesThis isn't the first time this has happened by the way where only a cover photo it loaded and then later there are additional photosI emailed several times and you finally responded on August 9th stating that the photos and description were accurateGetting back to me almost two weeks later is not customer service at allHave you even reviewed my purchase history and the over $100,I have spent on your site and you are denying a return because your app didn't provide any additional

The business will offer free shipping but the ship time is ridiculously long for the amount of money you spend

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!

I paid $1,for a handbag that was advertised as authentic Coco ChanelThe advertising even contained a picture of the serial number on a tag that was sewn into the inside of the handbag When I received the handbag, which was a Christmas present for my wife, there was no serial number whatsoever anywhere in, on or around the handbagTheRealDeal customer service department tried to dupe me into believing that there was a serial number affixed to the bag, claiming, "We have verified the serial number is on a hologram sticker placed at an interior corner." However, there was no trace of any sort of serial number affixed to the bag, inside or outsideI have disputed the charge with my credit card company and filed a complaint with the Attorney General's office in the state of Arizona, where I liveThe bag is a counterfeitTheRealReal is an unethical company with absolutely no concern in even the slightest degree for the welfare of their customersThey are greedy and avariciousCaveat emptor certainly applies hereOnce they get your credit card information, you are ***, blued and tattooed