TheRealReal.com

[redacted] 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

Initial Business Response / [redacted] (1000, 6, 2015/02/03) */ I don't understand why [redacted] filed this complaintWe had already agree to repair it for herWe picked it at her home on January 26th so that we could take it in for repair and return to herWe cannot sell it on our website, as it does not meet our age requirement (it is >years old), as we explained to her when we originally returned it to her Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/02/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I filed this complaint before they agreed to take responsibility and fix the bag

Initial Business Response / [redacted] (1000, 5, 2014/11/14) */ The customer requested an RMA for only one item in her order, which we provided immediatelyThen we received and refunded only that itemOur return policy and procedure clearly lays out the timeline for requesting and processing a returnHere'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 business days to process your return from the time it is received in our warehouseYou 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 serviceJust 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 saleOne of the items received has more damage than disclosed Within the description (below), you mentioned: -Condition: Very GoodScratches 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 describedI would like to return the item Please let me know if you have any questions Initial Consumer Rebuttal / [redacted] (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 youI thought that only one RMA was necessary for returningBut, I send multiple items backHere 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 itemsI just want my merchandise backThese items can't just disappear in your warehouseThey were all in the same box with RMAXXXXXXXXXPlscheck your logs and you will see I shipped these items, all-togetherPlssend my merchandise backI will pay for the shipping Below, plsfind the list of items that were sent in the SAME BOX as RMAXXXXXXXXX and have not been returned to my attention or creditedOnly item marked as #was credited back, the rest is missing Plsdo the right thingLook 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 $ 2) Costume National Silk Dress Hot Pink Costume National Short Sleeve Silk Dress With Dual Front Pockets, Jewel Embellishment AtPink COTXXXXX M $ 3) Céline Dress Red Céline Sleeveless Faux Wrap Dress With Rib Knit Trim, Bow At Waist And Front Snap ClosuresRed CELXXXXX M $ 4) Marni Skirt White Marni A-Line Skirt With Tie At WaistWhite MANM $ 5) Diane Von Furstenberg Silk Top Teal And Creme Diane [redacted] Furstenberg Short Sleeve Silk Wrap Top With Sash Tie At WaistBlue WDIXXXXX M $ TRACK NOW: XXXXXXXXXXXXMis20988_1_thumbnail Missoni Dress Multicolor Missoni Zig-Zag Sleeveless Pleated Pullover Dress With Silk Slip At InteriorBlack, Grey, ***, Neutrals, Pink, [redacted] MISXXXXX M $ 6) Yves Saint Laurent Shoulder Bag Brown Suede Shoulder Bag With Silver-Tone Hardware, Brown Leather Trim At Strap, Zip Closure At TBrown YVE

Initial Business Response / [redacted] (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 / [redacted] (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 usedAlso, 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 / [redacted] (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 complainingIt 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.comAlso, the Revdex.com should ensure that the customer has at least attempted to resolve an issue with the company before registering a complaintThis practice by the Revdex.com is unproductivebad for businesses and bad for customers Final Consumer Response / [redacted] (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 thisThey 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 positionThe 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.comDo 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

Initial Business Response / [redacted] (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 authenticAll handbags that we sell are not returnable, therefore we cannot accept a return for this item

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Dear Revdex.com,Thank you for forwarding this customer's concernThe 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/The customer emailed us on 2/5/stating she turned the dress over to the FBIThe dress was never returnedSincerely,The RealReal Customer Service

I orders and purchased an advertised authentic [redacted] 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 [redacted] 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 [redacted] itemThat is advertisement

Initial Business Response / [redacted] (1000, 8, 2015/10/07) */ Dear Revdex.com, Thank you forwarding the concerns of our consignorWe have spoken extensively with the consignor since this complaint was filed and believe this matter has been settled We strive to make our pricing policies as clear as possibleThe representatives our consignors work with explain our pricing policy when they meet with potential consignorsConsignors must sign and accept our agreement prior to consigning with usAnd the agreement is available online for the consignor to referenceThat being said, in this consignor's case, there was still confusion about the process and the policy which resulted in the sale of items for which the consignor had a different expectation We apologize for the consignor's inconvenience and regret that we did not live up to their expectations, but assure you that The RealReal operates with the highest integrity and we genuinely seek to help consignors sell at the best prices possible Sincerely, The RealReal Consignor Relations

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

My first complaint is that there was an unauthorized charged to my [redacted] account with the RealReal.com and when I filed a dispute with [redacted] and the RealReal the found the charges to be accurate and charged my [redacted] account $Once I received the unauthorized purchase the quality of the purse was poorThe purse was described as a " [redacted] good used quality" but the over the shoulder strap was ripped and only holding on my the stitchingWhen I realized the defect I contacted the RealReal and was told there was nothing they could do to help rectify the purchaseI requested an exchange or credit to their site and was told there was nothing they could do

Initial Business Response / [redacted] (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 viewsWe also have a standard measuring guide that we use and tools that help us get consistent measurementsIt is possible that on occasion a mistake might be made, but that is rareIf 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-returnableOur policy is very clear about thisIf 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 / [redacted] (1000, 8, 2015/10/09) */ Dear Revdex.com, Thank you for sharing the concerns of this consumerI assure you that all of our merchandise goes through a thorough authentication process by trained expertsWe stand by our authentication process and work with customers directly should they have concerns Sincerely, The RealReal Customer Service

Awful customer service, unresponsive and irresponsible. Rude 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 2 attempts for them to finally get my address correct (They shipped items to a different location and it took 1 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 3 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 wrong. She 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 Real. Stay away!

Initial Business Response / [redacted] (1000, 5, 2015/01/26) */ The bag is not a fake, but we received the return and refunded ***'s card as a courtesyShe should see the refund on her statement within the next 2-business days

I bought a designer bag June 11,for $It was guaranteed AuthenticI sold the handbag on [redacted] and was told my bag could not be verified by the third-party company that authenticates handbagsHere is what they said: Attached are the results that our authenticator informed us that the item is not authentic for the following reasons but are not limited to: - Internal logo is blurry and wrong font - Hardware is not consistent with authentic past or present styles of this brand and model I have since been kicked off [redacted] , a popular site for buying and selling itemsI was told I was selling a fraudulent itemI called [redacted] and asked for proof my item was verified authentic, I wanted it in writing to share with [redacted] I could not get anythingMy designer watch I bought on TheRealReal came with a report of authenticityNothing for my bag and it was not returnable, which now makes me wonder why

I sent you an email right after I purchased a [redacted] 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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] From: [redacted] ] Sent: Friday, June 23, 4:PMTo: info < [redacted] >Subject: Re: You have a New Message from Revdex.com Serving San Francisco Bay Area and Northern Coastal California, Complaint # [redacted] Hello, What is the process of withdrawing a complaint? The business reached out to me and they will be sending a refund in weeks Thank you, [redacted]

Initial Business Response / [redacted] (1000, 12, 2015/12/21) */ 12/9/ Dear Revdex.com, Thank you for forwarding this customer's concernThe customer has been in contact with The RealReal since they contacted you, and we have resolved the issue with the customer We converted to a new return process with pre-paid labels and on rare occasion they did not workThose issues have been resolved for all customers as of now, and we worked to help customers with issues as they came to our attention We are sorry for the inconvenience this caused our customer Sincerely, The RealReal Customer Service

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