TheRealReal.com

Twice I purchased items from this business, a handbag and a suede jacketBoth on final saleThe company states you can re-consign final sale itemsI had the items for a few months but never wore themI was waiting to have several items to send in for consignment at one timeThe company said they would not accept either of these items (two different occasions) because of excessive weaI never used either item and they were in exactly the same condition as purchased which was listed as very good condition on their website when I purchased

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 long. It 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 $48 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!

Buyer beware they aren’t capable of authenticating all of the items stated I have received a number of items I believe we’re not authentic I read an article online related to highend goods in the market place which states in general out of items sold online are knock offs from China they have very good versions these days even with tags Don’t think they aren’t selling those items there as well you have to be an expert on authenticating your order or you will pay for knock offs there too at least I have So what are they doing there besides collecting customers money and selling everything they can regardless

Initial Business Response / [redacted] (1000, 5, 2014/11/25) */ We received both the phone and email communications with [redacted] , and have responded thoroughly and adequatelyOur 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, etcIts an older style which was discontinued years ago." we provided links to other reputable online retailers, showing pictures of the same style of bag to further confirm the authenticityWe mailed her a certificate of authenticityWe've done everything we can to confirm the authenticity of the bag, and stand behind itThere is nothing more that we can do Initial Consumer Rebuttal / [redacted] (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 satisfiedI understand it is an older style bag but the bag is completely fakeI 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 fakeI took the bag to the Louis Vuitton store in King of Prussia and the sales associate assured me the bag was not authenticI would like the Real Real to refund my money for this fake bag Final Business Response / [redacted] (4000, 9, 2014/12/12) */ We've stated our final positionThe bag is authenticI'm sorry that she is being told otherwiseThere's nothing more that we could doany sort of compensation would not make sense in this situation Final Consumer Response / [redacted] (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 immediatelyHow 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 fakeI would like you to refund my money immediately

My first experience with this company in was plain awful, as they send me a very obviously fake Balenciaga Motorcycle bag, and were not only unsympathetic about it, but were downright hard to get a hold of, did not want to refund my money even after I emailed them MANY photos and a detailed list of why it was a fakeThey finally agreed to take the bag back, but wanted me to pay return shippingI called them again and pleaded my case, and it was then the man on the phone admitted to being an authenticator for Balenciaga and could see the bag was a fakeI sent the bag back to them, and a few weeks later I saw it re-listed on their site for some other poor unsuspecting buyerThe bag is still on the site as a "recently sold"Against my better judgement, for for past two years I have casually started to buy things again from their site that I knew weren't as likely to be duplicated, or clothing items that I would see were priced much lower than other storesTo my dismay, often the items came with information; heavily soiled or smelling of smoke, a different color as listed, and a few times they had to cancel orders because they "lost" an itemI unfortunately let my love of a good deal get the best of me, and purchased a "Vintage Chanel Flap", which I use in quotation marks because when it arrived, it was clearly a fakeNot the size as listed, not even leather, nothing about the interior, labels, or hardware was remotely realEven an untrained eye could tell how poorly it was constructed, but the photos they had online were few and not of any detailI contacted them the minute I looked at the bag, and they agreed to look into the matter, have their "Chanel Authenticator" look into it and call me backWell, here we are weeks later, and still no callStill no "whoops! We're sorry for trying to dupe you AGAIN" and to add insult to injury, they didn't refund my card the full amount of what I paid because they didn't factor the tax correctlyBeing out even one dime after dealing with this very poorly-run company makes my skin crawl

Dear Revdex.com, Thank you for bringing this consignor’s concerns to our attentionSince the consignor filed this complaint, they have been in contact with us and we have come to a resolutionThere was some confusion regarding missing commission checks that took time to be researched with our accounting teamThe consignor is now in possession of replacement checks for any uncashed checks and proof of deposit for any checks that were cashedWe understand the consignor’s frustration and apologize for the conflicting information they were givenWe consider this situation to be resolved at this time Sincerely, The RealReal Consignor Relations

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

Not authenticReceived pair of fake Louboutins

Initial Business Response / [redacted] (1000, 8, 2015/11/03) */ Dear Revdex.com, Thank you for forwarding this consignor's concernFor certain items valued at a qualifying amount, we allow consignors to request approval of the price prior to listing the item on our siteWhen the consignor submitted her items, she did not request price approval, so it was listed for sale once it had been appraised She did e-mail us and request the item be returned on 10/and on 10/8, but it sold before we could pull it from the siteWe worked with the consignor to find an acceptable selling price, but the ring was returned by the buyer and we were able to send it back to the consignor as she had requested Sincerely, The RealReal Customer Service

They sold me a fake [redacted] bag in aug When I went to the official [redacted] store they determined that the authenticity was a replica [redacted] confiscated the replica; reached out multiple times to the real real for an exchange because of their policy, but the company refused and accused me of fraudThey blocked my name and address from making future purchases because of THEIR mistakesThe nerve

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 ( [redacted] ) 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 [redacted]

DeceivingThe bag shipped to me is brand new, fake, looks just like those from the streets of New York, and it is not used or authentic as claimedThe dust bag is only half size of the bag! The online description does not match with the bag! Say what they want to make a saleWith the bait words 'Final Sale', they ship anything, real or not, and not returnable, they got your money, done!I spent much times on the phone requesting a refund, no luckI then tried to reconsign it back to them and was lied to as they will do after taking all my info for 'consign' it back online and that I will get paid 55% of the sale price in 30-days, and an email confirmation will be on the wayNothing happenedCalled againPromised again and was told 'not to worry, [redacted] will call you and will consign it for you'Next hour, FedEx delivered the same fake bag with no paperwork at all to my doorLies and liesFirst time and last being TheRealReal customerI should have believed their negative reviews on the Revdex.com page! Not worth to dispute from my credit cardMy time is more valuableLesson learned! Real is not RealLike many others, wondering how can business like this last? They don't deserve this one starI lost $to the fake bag that is too embarrassing to carry 9/1/

Initial Business Response / [redacted] (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 / [redacted] (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 BBB 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.

I ordered an John Hardy Necklace and the item I received was fakeNot only was it fake but it wasn't even sterling silverI paid over $and the item could not have been valued at more then $ When I tried to return the item using the online instructions I hit a deadens because it said the item was non returnableI have contacted my credit card company to start a dispute

Initial Business Response / [redacted] (1000, 9, 2015/10/16) */ Dear Revdex.com, Thank you for forwarding this customer's concernWe do not know how this item was shipped to an invalid address, but we take full responsibility for making it right with the customerWe have issued a refund for shipping and sent the sweater to the correct address We apologize for the inconvenience to the customer by not informing her of this the first time she contacted us We have been in touch with the customer and consider this matter closed Sincerely, The RealReal Customer Service

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

Initial Business Response / [redacted] (1000, 5, 2014/10/07) */ [redacted] emailed us several times about this matter on September 25th and 26thIt 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 labelFedex tracking indicates that the item is in transit to our Returns departmentWe will refund for the handbag and the shipping charge on her order upon receipt Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/10/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The bag is indeed in transitI am not holding my breath for a refund of both the bag and the original shippingWe shall see Yes.Some of the emails were part of a different threadNot all of themThat is not the pointMy emails were not simply NOT ADDRESSED for one sick day by one personThey 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, 6, 2015/01/19) */
Ms*** never informed us of any damage to the pursesIn fact, she never even requested a Return AuthorizationWe can't provide customer service on issues that the customer doesn't tell us aboutPlease ask her to email pictures
of the damage to both purses to ***@therealreal.com, referencing her order number, and we will investigate the issues and of course provide a refund if the products were not properly represented on our website
Initial Consumer Rebuttal /* (3000, 8, 2015/02/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The items were returned to the business and they have been in there possession since Jan 7th I cannot send any pictures both purses are at the business for well over a month now
Final Consumer Response /* (3000, 14, 2015/03/25) */
No this issue has not been resolved as of yetI also haven't received any merchandise from this company
Final Business Response /* (4000, 18, 2015/04/21) */
Ms*** is stating that she did not receive the handbags that we returned to her, although Fedex tracking shows them delivered on Feb 4thWe also did not confirm the damage that she claims existed with the items
Despite all this, now that the items are gone, we will, as a courtesy, refund her orderWe ask that Ms*** not use that shipping address on future orders, as we will not be responsible for any future delivery losses

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, 5, 2015/12/18) */
12/18/
Dear Revdex.com,
Thank you for sharing this customer's concern with usWe 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 purchasingThis is usually enough, but on occasion what the customer receives does not match what they expectIn 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