TheRealReal.com

Initial Business Response /* (1000, 5, 2014/12/15) */
I reviewed the situationWe did have a few conversations, phone and email, with ***, in September and OctoberOur last conversation with him was with *** in our Consignor Relations department on Oct 10th, where we told him that
we had accepted his reconsignment, and removed the odorIt sold in November, and he was issued his commission payment todayI also issued him a refund today for the balance of what he originally paid us, so he has now been reimbursed for the full amountI emailed him with that information today

Initial Business Response /* (1000, 5, 2014/07/17) */
Our CEO spoke with Ms*** about this issue, and, although we do not agree with her perspective (we clearly state in the consignor contract that we can run general promotions on our websitea standard retail practice), we agreed to
reimburse her for the difference in price resulting from the promo, as a gesture of goodwillWe also provided her a $site credit, as a courtesy
We also disagree with her perspective that the consignor bears the full weight of any discounting or use of site credits for paymentSince we split the proceeds of a sale on a percentage basis, our share of proceeds will be reduced proportionally the same as the consignor, when a promotion is used for purchaseWhen site credits are used as payment, The RealReal actually bears the full financial burden, as the consignor will get reimbursed exactly as they would if their item had been paid for by credit card

I consigned a very expensive *** handbag to this company with full paperwork of authenticity, matching ID card to the paperwork, it’s original box and dust bagWhen it didn’t sell, I asked for it to be sent backWhat I received looks similar to my bag but all identifying paperwork, *** ID number original box and bag are missingThis company either sent me a bag that is not mine or kept all of my identifying paperwork to use to sell another bagIn the consignment business having the original paperwork and box and dust bag adds thousands of dollars to the valueWhat I have now is completely worthless as I can not prove it’s value

It has not been resolved

I purchased a pair of shoes and filed a return next day after delivery as they were not as describedI was within the allowable refund timeI shipped via *** and shoes were received in warehouse on 4/14/I have yet to be refunded after two weeksCustomer care continues to say that the warehouse is the issue which should not be my problemThe purchase for my shoes was promptly deducted from my account hence as it is documented that my return was received, I should not have to wait weeks plus for my money to be refundedI want my refund by the end of this week

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

Terrible customer service! I didn't receive orders, so I called and a woman gives me an attitude, like it's my faultI spent thousands with this company and that's how they treat their clients? Never againI hope I get my refund!

Initial Business Response /* (1000, 5, 2015/03/16) */
We have already refunded this customer for all three of the items she had issue with, so I don't understand what else we are expected to doHer specific order issues have been resolved
We guarantee the authenticity of 100% of the
items we sellRegarding the Celine bag, many online authentication services simply review items based on imagesThey can't feel the hand of the material, the heft of the hardware, nor can they see the fine details like screw heads, stitches per inch, or if the proper font is used on small logosAdditionally, as they work for a fee, they normally come back with the verdict their client is hoping forIn many cases we've received items submitted for sale with an accompanying report form one of theses services stating the article was genuine when in truth it was notIf a customer does not feel comfortable keeping an item, then we invite them to contact us to discuss the matter and we will come to a resolution, as we did with Ms***
Initial Consumer Rebuttal /* (3000, 7, 2015/03/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not understand why the Real Real will not simply agree not to re-sell this questionable itemAlso, I do not appreciate my integrity being called into question with regards to The Real Real stating I am being "told what I want to hear" supposing that I WANT to be told an item I purchased is fake? Why would I WANT to be told that? That reasoning is entirely faultyI bought that bag, the Hermes bracelet and the Ray Ban sunglasses because I really liked them and I thought I got a great deal on each oneI was very disappointed to find out they were not authenticIn each case, I did my due diligence and made sure I had proof before ever contacting the Real Real to ask about a returnAuthenticate4U.com has brand experts that they use for each authentication and they are a highly reputable service who's authentications are widely accepted by Paypal, credit card companies, and eBay for disputesThey would not falsify any document based on what they think a client "wants to hear"That reasoning is absurdThey state that authentication services do not see the item first hand, in response I have this to say: The second item, the fake Ray Bans I received were so obviously not authentic I was shocked that they sold this item to meThe fake sunglasses did not even have the same weight as a real pairIn my email I provided detailed side by side photos of a pair of authentic Ray Bans of the same style I had bought from a reputable department store against the sunglasses they sold meI took very detailed photos and emailed side by side shots of where the RB didn't match up, and the Ray Ban script on the side and where it was placed wrong on the fakes, and I even got as close as to show the fine print on the sides of the sunglasses to show them that the tiny print was not even correct fontI went online and found photos of this style of fake Ray Bans and included those photos in my email as the information I found online about fake Ray Bans matched the glasses I was sold to a TIf I was able to pick up these extremely fine details with my phone camera to show The Real Real that the sunglasses were not authentic, I can also send an authentication service detailed photos of a bag which are not nearly as minute as the writing on the inside of the arm of a pair of sunglassesIn this third case, I had the "celine" bag in question looked at by THREE separate authentication experts and I got the same answer from all threeAlthough the Real Real says that they fully authenticate all items, it is still my assertion that they do not do so with the care that should be required for a re-seller of high end designer itemsI took great care in making sure I did not falsely accuse them of selling fakes in all three situations.I have been a loyal customer for yearsAll I asked them to do was not resell this item as I had shown proof that it was of questionable authenticityIn response they attacked my integrity and characterTheir private response to me was exactly the same as the statements they have made aboveIn light of them responding by attacking my character instead of providing any real proof of their own or simply agreeing not to re-sell this bag, I knew I needed to contact the Revdex.com with my concernsMy concern here is for the next customer who will be purchasing this "Celine" handbag next if TRR is allowed to resell this item againIf they are not willing to make changes to their website to allow customers to view photos of the interior of bags or the labels/date codes so that customers may conduct their own authentications prior to purchase (which is a reasonable request for a website who guarantees authenticity), at the very least I am asking if they can please not relist this "celine" itemAs they do not have brand specific expert authenticators on staff, at the very least I think I have shown adequate proof to question the authenticity of this itemIf there is even a question about passing * fake onto your customer base, why would they not want to err on the side of caution? Thank you for your help, and kind consideration of my concerns
Final Business Response /* (4000, 9, 2015/03/30) */
Again, I must restate our position as of our last responseThis customer's order issues have been resolved completelyAll of her orders have been refundedAll of the items that she returned to us will be reviewed by our Authenticity team, and IF they are found to not be authentic, we of course will not resell themI would request that the Revdex.com start to add some value to this situation and bring it to a close, instead of simply volleying responses back and forth

I consigned sunglasses, and selected the check option to receive my commissionAfter months of not receiving it, I followed up with TheRealReal to check in on itThey claimed they mailed the check, and someone else must have cashed itTo recover the money, I had to submit an affidavit to their bankI did that months ago, and still nothing from them

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 Burberry London coat is a fake!
I was given the name of this website by a model in SoCal that I work withI searched the site for weeks for an item to come up that I have been looking forFinally weeks ago the black Burberry London short rain coat with zip in wool lining, Nova signature plaid lining, detachable hood, and Nova cuffs came up for sale in my size! I was thrilled! I had tried on this coat at a Burberry shop, but could not pay $for it a few seasons agoI was THRILLED to buy this "lightly used" coat for $325! When I received the coat, the first thing I noticed was the "feel" of the coat...not what I had tried onThe zippers were plastic, not metal, and the grommets on the drawstring look cheapI pretty much knew then I,bought a fakeI took it to a Burberry store and discovered Burberry has never used plastic zippers! I also called Burberry customer service and was told the same thing
When I called realreal customer service, I had no problem getting them to give me a return shipping label, and free shipping back to themNow my only hope is that once they receive the coat, that I get my money back!

The company's return policy expressly states online that returns are excepted days from shipping dateHowever this is a misrepresentation as they count from the date of purchase and not the shipping date to cheat customers on returns as it shortens the return period to less than daysI ordered two items on January 31st which were not shipped until February 1stI attempted to return on February 15th and was barred from returning the items contrary to the company's policy as they counted the day period from the order date of January and not the shipping date of February 1stOn a side note, the items were not received until february 6th and 7th which said return is reasonableMoreover the items are not as represented online which is the basis for the returnThe company is in breach of contract based on their return policy for not allowing a consumer to elect to return items within the stated period is a breach of the company's terms under the agreementMoreover, the UCC

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

The *** is running a promotion where you consign clothing from *** *** (SM) and you receive a $gift card for use on the SM website I consigned clothing and received a code I tried unsuccessfully to use the codeI emailed SM with no response so I emailed the *** The *** told me to contact SM I emailed SM again with no response then I called SMThe call was disconnected and I never received any further communication from SM I’ve repeatedly asked the *** to resolve this issue since they are the ones who ran the promotion and have not received response to my latest inquiry, specifically for a POC at SM in order to resolve this matter

I purchased a pair of "Gucci" boots from The Real Real What arrived was very clearly not Gucci The soles of the boots are marked with a Gucci label and American sizing I guess it did not seem odd to anyone in the department in charge of certifying authenticity (because the site claims all products are certified "authentic") that a products made by a European designer would have American sizing FRAUD Steer clear It sounds too good to be true because it is

I ordered skirts back in October of and I did not receive the itemsI made a complaint with RealReal and they sent a *** delivery to the door who claimed that he had delivered the items to the door and forced me to sign a paperworkHe mentioned that if I don't sign the paperwork, that he would get firedSo I went ahead and signed the paperworkI then called ***and was told that signing the paperwork meant that I did in fact receive the package which I did notI then called RealReal and explained the situation to the customer service associate, who then mentioned that I should just report it to my credit card and have them fight itUnfortunately, my credit card company was not able to dispute this with the merchant, so I am filing a report with the Revdex.com as a last resortI hope you will be able to help me get a refund as I still have not received the items!

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 placed an order for a pair of sunglasses and received notification that they had been shipped and would arrive by WednesdayIt is past Wednesday and now the tracking number states "in transit" without an arrival dateI contacted the RealReal and they stated that they would have to investigate this further but were unable to refund me or cancel the order because I may have the package or it may be lostI showed them clearly that *** had not delivered the package and I no longer want the product because their customer service is terribleThey were unwilling to do anything else but to contact *** and do an "investigation" while in the meantime I have to wait, and not have my sunglasses or my refund

Initial Business Response /* (1000, 11, 2015/12/21) */
12/9/
Dear Revdex.com,
Thank you for forwarding this consignor's concernThe consignor's e-mail was removed from all mass marketing e-mails earlier in the yearThe last e-mail she received was from an individual
employeeWhen she responded to it by forwarding it to customer service she also received an automated satisfaction survey
We sincerely apologize for the inconvenience to this consignor and have asked the individual employee to delete the address from her personal address bookTo the best of our knowledge, we have removed her e-mail address from all sourcesShould she contact customer service through e-mail, she will get a satisfaction survey to the e-mail address it is sent from since that is not a feature that can be turned off at the individual level
Again, please convey our apologiesWe know how irritating it can be to receive unwanted e-mails
Sincerely,
The RealReal Consignor Relations

I sold items on the site and would like my money deposited in my bank accountI do not want their store credit