TheRealReal.com

Initial Business Response /* (1000, 5, 2015/12/18) */
12/18/15
Dear Revdex.com,
Thank you for sharing this customer's concern with us. We 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 purchasing. This is usually enough, but on occasion what the customer receives does not match what they expect. In those situations we work with the customer to understand the differences and find a resolution.
We have been in contact with the customer and have taken care of the issue.
Sincerely,
The RealReal Customer Service

I purchased a Pony Hair Celine bag for a little over 2k. When I received the bag, the color was significantly off from what was displayed in the photo online. In addition, the wear and tear was significant to the product and this too, was not displayed in the photo online. After wearing the bag a few times I started to notice the purse was actually balding. I wrote in to customer service and requested a refund and was denied. Since I financed the bag through Affirm, I am stuck with a $215/mo. bill for a bag I never wear. Very bad service. Do not trust or expect them to do business in good will.

Initial Business Response /* (1000, 5, 2014/12/19) */
There is no customer account in our system with the name of [redacted]. Please provide the email address that she uses for her The RealReal account.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/23) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
(required to put no) (please blur out email)
[redacted]@gmail.com
This is the email I used. Also, I would accept part of the value denoted because TheRealReal has pretty good customer service and I will shop there in the future if granted.
Final Business Response /* (4000, 9, 2015/01/02) */
I checked the order cited, RXXXXXXXXX, and that was placed by the same personsame name, same address, as the person complaining. It is an abuse of our referral program to place orders under different email addresses and try to claim a referral creditthe credit will not be allowed.
Also, going forward, it would make more sense for the customer to try to resolve the issue directly through our customer service department, instead of filing a complaint with the Revdex.com. Also, the Revdex.com should ensure that the customer has at least attempted to resolve an issue with the company before registering a complaint. This practice by the Revdex.com is unproductivebad for businesses and bad for customers.
Final Consumer Response /* (4200, 11, 2015/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
"Also, going forward, it would make more sense for the customer to try to resolve the issue directly through our customer service department, instead of filing a complaint with the Revdex.com. "
If TheRealReal had actually checked, they would have found that I had indeed called the company to try to resolve this. They had told me conflicting information- different billing address/credit card but same shipping address works (clearly contradicting what TheRealReal had just said). Maybe, they should screen their customer service and make sure they know the company policies before being placed in that job position. The representative when I called did tell me that I would not be able to get the credit because it did not go through their system which is why I contacted the Revdex.com. Do not place blame upon the Revdex.com or the consumer as the company should take responsibility as well. (I will be watching my cc bill in case as well.) I do not expect nor wish for TheRealReal to grant me my request as of now but I just wanted to make this clear.

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

Great shoes at great price. Delivery was 2 days.

Initial Business Response /* (1000, 5, 2014/11/14) */
The customer requested an RMA for only one item in her order, which we provided immediately. Then we received and refunded only that item. Our return policy and procedure clearly lays out the timeline for requesting and processing a...

return. Here's the email:
[redacted] Sep XX XX:XX am (assign)
Dear [redacted],
Thank you for your inquiry.
Your RMA number is: RMAXXXXXXXXX
Please be aware it can take up to 10 business days to process your return from the time it is received in our warehouse. You will receive a confirmation email once the process has been completed.
Here is a link to our return shipping label: http://docs.therealreal.com/TRR_Return_Packing_Label.pdf
We're excited to introduce our new automated RMA service. Just log in to your account, go to My Purchases and click "Request RMA" to receive a return shipping label and RMA.
Best Regards,
[redacted]
Customer Service
The RealReal
[redacted] Sep XX XX:XX am
Hi,
I recently completed a purchase (order RXXXXXXXXX) of several items during your last sale. One of the items received has more damage than disclosed.
Within the description (below), you mentioned:
-Condition: Very Good. Scratches to suede throughout.
It has scratched throughout the suede, but also has discoloring.
I understand I purchased this item during a sale, but I would not have purchased this item is it was correctly described. I would like to return the item.
Please let me know if you have any questions.
Initial Consumer Rebuttal /* (3000, 7, 2014/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi,
I know you refunded one of the items that were shipped back to you. I thought that only one RMA was necessary for returning. But, I send multiple items back. Here is the list of items that were sent and NOT refunded (or returned back to me.) Like I mentioned before, I understand if you don't want to return or credit me for these items. I just want my merchandise back. These items can't just disappear in your warehouse. They were all in the same box with RMAXXXXXXXXX. Pls. check your logs and you will see I shipped these items, all-together. Pls. send my merchandise back. I will pay for the shipping.
Below, pls. find the list of items that were sent in the SAME BOX as RMAXXXXXXXXX and have not been returned to my attention or credited. Only item marked as #6 was credited back, the rest is missing.
Pls. do the right thing. Look into your logs and you will see all these items were in the same box.
Thank you, [redacted] van Alphen
1) Diane Von Furstenberg Silk Dress
Black And Creme Diane [redacted] Furstenberg Printed Silk Dress With Three-Quarter Length Sleeves, Dual ... Black WDIXXXXX M
$95.00
2) Costume National Silk Dress
Hot Pink Costume National Short Sleeve Silk Dress With Dual Front Pockets, Jewel Embellishment At... Pink COTXXXXX M
$145.00
3) Céline Dress
Red Céline Sleeveless Faux Wrap Dress With Rib Knit Trim, Bow At Waist And Front Snap Closures. Red CELXXXXX M
$125.00
4) Marni Skirt
White Marni A-Line Skirt With Tie At Waist. White MAN21628 M
$95.00
5) Diane Von Furstenberg Silk Top
Teal And Creme Diane [redacted] Furstenberg Short Sleeve Silk Wrap Top With Sash Tie At Waist. Blue WDIXXXXX M
$75.00
TRACK NOW: XXXXXXXXXXXXMis20988_1_thumbnail
Missoni Dress
Multicolor Missoni Zig-Zag Sleeveless Pleated Pullover Dress With Silk Slip At Interior. Black, Grey, [redacted], Neutrals, Pink, [redacted] MISXXXXX M
$175.00
6) Yves Saint Laurent Shoulder Bag
Brown Suede Shoulder Bag With Silver-Tone Hardware, Brown Leather Trim At Strap, Zip Closure At T... Brown YVE11538

Initial Business Response /* (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 /* (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 [redacted] a complete refund when she brought this to our attention. She refused. And demanded that we give her a credit instead, and she would keep the "damaged" shoes. We agreed to give her a $50 refund, and did, on June 1st. Now she is demanding more. To bring this manner to a close, we just issued another $25 refund to her Affirm account, bringing the total refund amount to $75, which is in the range that she is demanding. We 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 sale. I can see by the list of complaints opened and reviews that I am not the only one and the list will continue to grow. Sad but I will personally NEVER go through this and shop with the company again.

Initial Business Response /* (1000, 8, 2015/11/05) */
Dear Revdex.com,
Thank you for sharing the concerns of this customer. The bag in question was authenticated prior to being sold. The customer sent the bag back to us and it went through a second inspection and we have confirmed...

that the bag is in fact genuine. Authentication is performed by trained experts with many years of experience and we stand by our authentication process.
If a customer has concerns about authenticity, they contact us - as this customer did - and we work with them to allay their concerns.
Sincerely,
The RealReal Customer Service
Initial Consumer Rebuttal /* (3000, 10, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The Real Real has refunded my monies with regard to the two fake bags which were confirmed counterfeit by Nordstrom. Neither of the bags sold to me thru the Real Real were authentic.
Final Business Response /* (4000, 14, 2015/12/04) */
[redacted]Document Attached[redacted]
Dear Revdex.com,
As stated previously, both bags sold to this customer are 100% genuine. Please see below for what our experts had to say about the specific handbags:
[redacted] has never used serial numbers.
* They often put their logo on the zippers - we even found an image on Nordstrom.com demonstrating this - if the customer is relying only on the opinion of a sales clerk at Nordstrom, then same could have done a similar search and verified this on their own website.
* Patent leather is laminated and therefore feels like vinyl.
* See attached pictures showing, [redacted] Jacobs stamp on underside of zipper and on zipper pulls 100% accurate for this style. And 'Made In Italy' tag found in lining where expected.
Prada:
* The handles are genuine, pleather would not wear the same way these have, showing lighter and darker areas from abrasion and the oils in our hands.
* The signature jacquard lining is nylon, and always has been.
Again, we certify that both bags are 100% genuine and we stand by our expert authentication process.
Sincerely,
The RealReal Customer Service

Dear Revdex.com,
 
Thank you for forwarding this customer’s concern. Authenticity is the cornerstone of our brand and we take these concerns very seriously.
 
Our policy is to work with customers to resolve all concerns that they may have regarding the authenticity of their...

purchase.
 
We have been in touch with this customer, their purchase has been returned and they have been refunded.
 
Sincerely,
The RealReal Customer Service

Dear Revdex.com,Thank you for forwarding this customer's concern. The RealReal has an extensive authentication process and we always work with customers if they have concerns about an item they've purchased.We offered to re-authenticate/refund her...

for the dress and issued an RMA on 1/27/16. The customer emailed us on 2/5/16 stating she turned the dress over to the FBI. The dress was never returned. Sincerely,The RealReal Customer Service

Initial Business Response /* (1000, 5, 2014/11/25) */
We received both the phone and email communications with [redacted], and have responded thoroughly and adequately. Our Director of Authentication reviewed the pictures she sent and we provided elaboration confirming the authenticity of the...

bag, including "every detail is consistent with how it should look for this Louis Vuitton piece in regard to the composition, date code, etc. Its an older style which was discontinued years ago." we provided 5 links to other reputable online retailers, showing pictures of the same style of bag to further confirm the authenticity. We mailed her a certificate of authenticity. We've done everything we can to confirm the authenticity of the bag, and stand behind it. There is nothing more that we can do.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed the Real Real response and I am not satisfied. I understand it is an older style bag but the bag is completely fake. I have reached out to Louis Vuitton to see if they will also file a complaint because the Real Real is claiming to sell Louis Vuitton authentic products that are completely fake. I took the bag to the Louis Vuitton store in King of Prussia and the sales associate assured me the bag was not authentic. I would like the Real Real to refund my money for this fake bag.
Final Business Response /* (4000, 9, 2014/12/12) */
We've stated our final position. The bag is authentic. I'm sorry that she is being told otherwise. There's nothing more that we could doany sort of compensation would not make sense in this situation.
Final Consumer Response /* (4200, 13, 2014/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bag is not authentic and I would like my money back immediately. How can you say that you can tell from a picture the bag is authentic as soon as you hold the bag in your hands you will immediately know the bag is fake. I would like you to refund my money immediately.

Initial Business Response /* (1000, 6, 2015/02/23) */
As we communicated to [redacted] on Jan 13th and 14th. the package that we received from her did not contain a watch. We are not responsible for any loss that occurred as it was never in our possessionwe received only an empty box in our San...

Francisco warehouse. We have video of our receiver showing the empty box. We will of course participate in any police investigation that may result.
Initial Consumer Rebuttal /* (3000, 8, 2015/02/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an unacceptable response and The Real Real has failed to cooperate in resolving the issue by either providing the information offered by its employee [redacted] as to the video footage showing any empty box. The Real Real failed to contact FedEx and report the issue with the shipment immediately, and in fact promised me several times in the week following that this issue would be resolved that either my watch would be located or that I would be compensated as my shipment was insured, however, having failed to contact FedEx and filing a claim negates their own statements. The Real Real has further failed to cooperate with FedEx after the fact. Now The Real Real denies responsibility for the watch. Had I known that the Real Real is so quick to deny responsibility for peoples valuable goods I never would have used their label to send them my watch, in fact I would have searched out a local consignor to work with. In fact, if others who consign with the Real Real were aware of the fact that the Real Real claims no responsibility for items that are sent to them using their own FedEx labels and that items can be so quickly be disregarded with the statement "We are not responsible for any loss that occurred", I doubt any consignee would feel comfortable doing business with them. The Real Real never provided any box, outer packaging, Rolex box, to FedEx, they never cooperated with FedEx or filed a claim. I was assured when I agreed to ship my watch to The Real Real for consignment that my watch would be sent to them safely, and securely kept while in their possession and the duration of the consignment. I am not satisfied with their response, my watch was stolen/lost and I want this resolved.
Final Business Response /* (4000, 16, 2015/04/28) */
Our position remains the same.
Final Consumer Response /* (4200, 18, 2015/04/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My position remains the same and the situation is NOT resolved.

Initial Business Response /* (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 obtain. By 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 company. We should have offered to refund her when she first contacted us, and The RealReal apologizes that she did not receive that courtesy at that time. We 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 expectations. Please convey our apologies.
Sincerely,
The RealReal Customer Service

Dear Revdex.com,
 
Thank you for bringing this consignor complaint to our attention. We have contacted the consignor to resolve this issue and consider this matter to be closed.
 
Kind Regards,
 
The RealReal Consignor Relations

Initial Business Response /* (1000, 9, 2015/09/28) */
Dear Revdex.com,
We have researched this issue and found that there was an address mix-up and the customer's items were returned to us. We certainly could have been timelier in our communication with the customer and will use this...

experience as an opportunity to improve our processes.
We have shipped the items to the customer and believe this matter is closed.
Sincerely,
The RealReal Customer Service
Initial Consumer Rebuttal /* (2000, 11, 2015/10/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)
On 9/25 Liz from TRR has emailed me and gave me the FedEx tracking number. Today 10/1/2015, I've received my package safe and sound! I'm satisfied with the result!
Thank you so much Revdex.com for your getting involved and The RealReal's customer services for the effort to resolve the matter. I'm still happilly shopping there!!!
Best regards.

Initial Business Response /* (1000, 8, 2015/10/16) */
Dear Revdex.com,
Thank you for forwarding the concern of our customer.
We want to make sure that our customers make an informed purchase, which is why we take pictures of every single item that we take in, from multiple...

views. We also have a standard measuring guide that we use and tools that help us get consistent measurements. It is possible that on occasion a mistake might be made, but that is rare. If a customer has an issue with an item, we will work with that customer to make it right.
In order to provide a great deal to customers, and a fair deal to our consignors, all final sale items are non-returnable. Our policy is very clear about this. If a customer has questions about the fit on a final sale item, then it is best not to purchase the item.
We have since been in contact with the customer and consider this matter closed.
Sincerely,
The RealReal Customer Service

Initial Business Response /* (1000, 8, 2015/10/09) */
Dear Revdex.com,
Thank you for sharing the concerns of this consumer. I assure you that all of our merchandise goes through a thorough authentication process by trained experts. We stand by our authentication process and work with...

customers directly should they have concerns.
Sincerely,
The RealReal Customer Service

Not authentic. Received 2 pair of fake Louboutins

Initial Business Response /* (1000, 5, 2014/10/07) */
[redacted] emailed us several times about this matter on September 25th and 26th. It was an email thread on a previous topic that was being handled by one of our customer service repsthat rep was out sick on the 25th and responded upon her...

return on the 26th.
She was immediately issued an RMA and a prepaid return shipping label. Fedex tracking indicates that the item is in transit to our Returns department. We will refund for the handbag and the shipping charge on her order upon receipt.
Initial Consumer Rebuttal /* (3000, 7, 2014/10/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The bag is indeed in transit. I am not holding my breath for a refund of both the bag and the original shipping. We shall see.
Yes.Some of the emails were part of a different thread. Not all of them. That is not the point. My emails were not simply NOT ADDRESSED for one sick day by one person. They were patently ignored by the company for several days, until I contacted Revdex.com, about the egregious grease stain.
I hope my credit card is credited.

Initial Business Response /* (1000, 5, 2015/02/20) */
We did review the details of the reason why Ms. [redacted] believed that the handbag might not be authentic with our Director of Authenticity and we confirmed that the bag was indeed authentic. All handbags that we sell are not returnable,...

therefore we cannot accept a return for this item.