TheRealReal.com

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]
[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 sharing the concerns of this customer with us. 
When [redacted] fails to deliver to our customers as expected, our process is to open up a trace in hopes to find the order and deliver. If [redacted] confirms the package as being lost, we immediately credit our customer as...

we did in this case. Since this review we have credited the full $83.95 to the card used at time of purchase.   
Sincerely,
The RealReal Customer Service Department

Business Response /* (1000, 15, 2014/06/18) */
COMPLAINT #XXXXXXXX
In this case, it is technically true that we sold her items without a signed contract, it was not deliberate. We have been trying to contact Ms. [redacted] to settle the matter, without success.
Charity, our Central Florida...

Luxury Manager had only been working for The RealReal for 2 months during the time she scheduled a pickup with [redacted]. Unfortunately, Charity mistook [redacted]'s request to pick up her items as an acceptance of the contract which she had emailed prior to picking up her items. The contract clearly outlines our commission structure which starts all new consignors at 60%. We know [redacted] did receive the contract, as she mentioned she purposely did not leave a signed copy.
While she was also sent a price range guide, it appears she never reviewed it, however it appears she was not fully understanding how our procedure works in regards to checking her account or being notified of pricing prior to sale (which we do not offer for these items).
We do not agree with her assessment of the resale value of her items, based on our extensive experience and insight on market values, but we are willing to compromise. If we estimate the total retail value of [redacted]'s designer and contemporary items is roughly $4,000 and give a generous resale value of $2,000. 60% commission would have been $1200. We have already paid her $635, so we would like to offer her $565 for the difference. We have been trying to contact her for the past week, with no response.
Here is the itemized list of her items that we've sold, as well as two items that we've returned to her:
These are the items that sold (total $635.40 for her commission):
SOLD PRODUCTS SKU# SALE PRICE RATE COMMISSION PAID
04.01.14 Robert Rodriguez Vinyl Jacket WRRXXXXX $100.00 60% $60.00 04.14.14
03.26.14 Alexis Bittar Lucite Necklace WAXXXXXX $116.00 60% $69.60 04.14.14
03.26.14 Alexis Bittar Cocktail Ring WAXXXXXX $75.00 60% $45.00 04.14.14
03.25.14 Stephen Dweck Jasper Ring STDXXXXX $95.00 60% $57.00 04.14.14
03.24.14 Manolo Blahnik Ponyhair Ankle Boots MOOXXXXX $156.00 60% $93.60 04.14.14
03.24.14 Gucci Horsebit Sandals GUCXXXXX $116.00 60% $69.60 04.14.14
03.22.14 Prada Patent Pumps PRAXXXXX $145.00 60% $87.00 04.14.14
03.19.14 Casadei Patent Boots CEIXXXXX $116.00 60% $69.60 04.14.14
03.19.14 Giuseppe Zanotti Ponyhair Pumps GIUXXXXX $140.00 60% $84.00 04.14.14
The below items have been returned to her:
RECEIVED PRODUCTS SKU# SALE PRICE
03.17.14 Giuseppe Zanotti Metallic Pumps GIUXXXXX $125.00
03.17.14 Tory Burch Wool Dress WTOXXXXX $95.00
Our Regional Director, [redacted] is handling the customer interaction on this issue. She has left 3 voicemails, on 6/13, 6/16, and 6/17, as well as the email below on 6/13all with no response.
Forwarded message
From: [redacted]
Date: Fri, Jun 13, 2014 at 2:44 PM
Subject: Following up
To: [redacted]@gmail.com
Hello [redacted],
My name is [redacted] and I am a Regional Director for The RealReal. I am just following up to a voicemail I left this morning- please let me know if there's a time that's best for you to speak. I look forward to hearing from you.
Best regards,
[redacted]

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, 2015/12/18) */
12/18/15
Dear Revdex.com,
Thank you for forwarding this customer's concern. We have an extensive authentication process that we stand by. This customer returned the shoes and we authenticated them again - they were indeed...

genuine. He disputed the charge with his credit card company prior to us receiving the returned shoes, so he was refunded through the dispute process, though we would have granted him a refund through the return process as well.
Sincerely,
The RealReal Customer Service