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The RealReal Reviews Summary
The RealReal has a rating of 2.7 stars from 5,323 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with The RealReal most frequently mention customer service, good condition and final sale. The RealReal ranks 6th among Discount Clothing sites.
We monitor reviews for authenticity
I had recently just join TRR. I placed an order for 4 handbags. I got the first one about a week ago. I ended up returning it. It wasn't what I had expected and I got nervous when my sister told be she has strong doubt about the product. So right now I'm waiting for my refund. The RR representative was kind enough to offer me a one time courtesy return on the 1 bag.
I got the rest of my order Sat. I'm satisfied with the condition. It is what was described on the site. But I'm not quiet sure they are all AUTHENTIC until I have my sister look at them. I'm not really familiar with, Gucci, Salvatore Ferragamo and Tods. Im a Louis lover.
I DO HOPE I GET MY REFUND QUICK for my return.
This review site was great. I will now make sure to pay attention to every product I'm looking at and not worry that the item will be remove from my cart. I'm just glad that I ended up not consigning with them. With all the negative review I read, it scares me.
Thank you for posting the reviews.
Read reviews before using this site. They will speak for themselves. I sent a BRAND NEW UNUSED authentic purse for consignment and it was not consigned but returned with the reason marked "EXCESSIVE WEAR" when it was exactly as new, not even a mark on it. I can handle if they can't sell it but they didn't even try and then to write a bogus reason was just insulting. I should have read all the reviews first!
So far I have purchased one item. Received it in about a week and absolutely love it. It's obviously authentic and very well made. Can't wait to receive my next order!
I have consigned with them. This will be my last time. I find that I can do better on my own or using other consignment shops. The sales prices achieved are dismal, if they can even sell an item. Now they have 6 items of mine, and haven't sold any in 3 months. I have to wait another 3 months for their return.
Hi Jane,
The market dictates our pricing, and with over 500,000 items sold, we have built a unique expertise regarding what designer items are worth. Please feel free to download The
RealBook, as it's is the premier guide to the resale value of luxury brands. It provides estimates of the resale price for tens of thousands of luxury products in women’s and men’s fashion, fine jewelry and watches based on brand and item type. You can download the app here, http://lnkd.in/bC8Ffxf. It's a great way to get an idea of what we will price your item at, before deciding to consign it with us.
I'm sorry your items haven't sold yet. Most of our items sell within the first 30 days, and we have a process for incremental price changes and promotions to get items sold. You can request your consigned items to be returned at any time.
Regards,
Stan
I absolutely LOVE this site and would recommend it to anyone looking for authentic high end fashion items at a deeply discounted price. My only issue it the SPAM. I really want e-mails from them but not to the point where they fill my inbox every week :) I had to unsubscribe but I still go to the site very often.
I tried to like trr First if you are consigning know that they have absolute autonomy in the price they list your item for it can be brand new with tags and after you get your 60% you could end up with 18% of the original retail price. Or you can end up with a fake item that no one acknowledges( their policy says they can't ship fakes if one is discovered) yet my fake go yard address book went back and it is now back up for sale. Prices change on items an agreed upon price of 175 was later changed to 75 and then take their additional sale of 20% of and its now 60 and 60 percent commission... you make no money as a seller. Then items not accepted are the worse to get back an average of 4-6 weeks. Finally get return and still missing items. I give them no stars, read the fine print you have absolutely NO control of what your item will be listed for, it will probably be listed in an ongoing sale which will get you 20% less, and they will mark it down at will. Takes about 4-6 weeks before you see your first check. Save yourself the aggravation don't consign... and if you buy make sure its returnable for a refund, not a site credit, and only buy pristine items as some items have obvious wear
Hi Kenneth - The RealReal prides itself on its time-tested authentication processes and guarantees the authenticity of every single item we sell. If you have a concern about an item you purchased from The RealReal, then please bring it to the attention of our customer service team (contact@therealreal.com or 855-435-5893), and we will absolutely review your concerns with our Authentication and Brand Compliance team.
Here are more details on our authentication process: https://www.therealreal.com/authenticity
Regarding pricing, Regarding how we determine pricing, the market dictates our pricing, and with over 500,000 items sold, we have built a unique expertise regarding what your designer items are worth. We also try to be as transparent as possible with our pricing--the best source is our RealBook app (found here: https://www.therealreal.com/mobile), which puts all that data to work, along with our pricing algorithm, providing the price range that applies to the item you'd like to consign--the price that we know it will sell at, balancing providing a good value to the customer and a fair return for the consignor. If you're not happy with price, of course we can remove the item from sale and return it to you.
Any yes, as we make very clear throughout our experience, consignor payment happens on the 15th of every month, for items sold the month before.
Stan G
Customer Service Director
Fake Bags Stay Away! I purchased a Louis Vuitton Clutch it was plastic! I filed a complaint with the BBB and FTC this company misleads people into thinking their products are Real but they a completely fake!
Kristin--I'm sorry you feel you received a fake bag. We guarantee the authenticity of our products so please contact our customer service department at contact@therealreal.com and we'll absolutely have our Director of Authenticity look into it.
Stan G
Customer Service Director
Horrible customer service! I called twice about billing and spent 25 min, no one picked up! They have not responded to customer service email. The worst part my two items I ordered were delivered separately. I have no clue when the other item will be arriving. *I ordered them at the same time.
I HIGHLY RECOMMEND PEOPLE USE A DIFFERENT WEBSITE!
Bought 6 shoes from them. All fake. How are these people in business?
Hi Becky--I think it's highly unlikely that you received 6 pairs of fake shoes from us. Our authentication process is time-tested and extremely effective. You can read a bit more about it here: https://therealreal.zendesk.com/entries/23520166-How-do-you-authenticate-
Sometimes customers will have a friend or someone who really doesn't have the expertise tell them that an item isn't authentic. Please contact our customer service department at (855) 435-5893 or stylist@therealreal.com, and we'll absolutely investigate the situation with our Director of Authenticity.
Stan G
Customer Service Director
Took too long to process refund, it's has been more than a week, I haven't received email of notification for my refund. Customer service don't reply my enquiries email.
Hi Eva,
Due to high volume, we were a week behind in processing returns for a while, but we've been processing within 2 days of receipt recently. I'm sure you've received your refund by now. Please email customer service at contact@therealreal.com if not.
Mostly good products offered but when it is not so good, there is a selective policy of NOT RETURNABLE on certain items. Example, I bought my fourth LV bag, having already bought 2 LVs at the LV store directly. When I received the LOCKIT bag, I was so disappointed as its condition was only fit to be given to a thrift shop and claiming it on tax returns. The photos did not truly depict the bad condition of the bag. It was my second LV bag bought from RR. It will be my last purchase from RR. It is obvious management lacks wisdom in not allowing return of bag. This policy will mean a greater loss in the long run as I had also planned to be a consigner. There are other online consignment business like POSHMARK, their gracious services and customer friendly policy is the advantage they have over RR. I WILL NOT RECOMMEND buying from REAL REAL and will update friends/family to whom I had recommended RR to not buy from them because of their selective return policy--certain items are not RETURNABLE. Not to worry, I will block RR and they would have lost more than accepting a return which was to be immediately following receipt. I had planned to cosign an LV, Rolex, Mikimoto pearls I didn't hardly use and other items of note that I am tired of. Worst of all, when I asked to speak to a manager or supervisor, the representative told me there are NEVER any exceptionswhat a shame! A company is run that way. You may become bigger than big, but you could've been bigger. Ponder that for just 1 second!
I wrote a negative review a while ago, but I can now update by saying that I received three fake items in the course of a week. FAKES. They were so obviously fake that I can't believe that they even offered them. And, I guarantee that when I return them, they will again offer them for sale until someone not knowledgeable enough buys it. I know this because I once got a fake and the next thing I noticed it was being offered again. This is a scam operation. Thumbs down.
From the business
The RealReal is the leader in authenticated luxury consignment. With an expert behind every item, we ensure everything we sell is 100% real. As a sustainable company, we give new life to pieces by brands from Chanel to Cartier, and hundreds more. Exten...
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Hi Eleanor,
It sounds like the person who was processing your purse may been rejected it for another reason (for example, it not being on our accepted designer list), but accidentally chose the wrong reason code in the system. Please contact our Consignor Relations department at (855) 435-5893, or contact@therealreal.com and they'll look into the situation for you.
Stan G
Director of Customer Service