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          Business Profile

          Retail Stores

          The RealReal

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Retail Stores.

          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            11/19/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I purchased a PRADA bag from The RealReal last year but never used it. When I decided to sell it to Fashionphile, I was shocked to receive an email from Fashionphile team stating that the bag had authenticity issues. How can The RealReal sell fake bags to customers? When I contacted ********************** team, they told me that since the bag was sold over a year ago, they couldnt refund it. This is ridiculous! Does this mean that people who purchase items from their website need to have a third party check for authenticity issues?

          • Initial Complaint

            10/04/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            In August 2024 I sent a $2,700 ******* Platinum and Diamond necklace to TRR to consignment. I had originally purchased the necklace from *** but never wore it so decided to reconsign it. As soon as they received it, they marked it as rejected but didnt give a reason or return to me for over a month. I opened a case for them to return it to which after a month i received a box in the mail with a ******* jewelry box and pouch that was EMPTY. They did not include the necklace! As of october 4/2024 I have yet to receive my necklace or any compenaation for the necklace i did not get back!

          • Initial Complaint

            06/08/2024

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            On February 16, 2024, I consigned a Cartier Love Bracelet with The RealReal. I was told that if the item did not sell with 90 days, they would reach out to me with an option to discount the item to help it sell faster. After 90 days, the item had not sold, and I asked The RealReal to ship back the bracelet. On May 17, 2024, I received a *** box from The RealReal with an empty Cartier box. There was no bracelet, no gold screwdriver, no tag and none of my authentically documents. I have been calling, texting and emailing my consignment advisors and customer service for weeks, and no one can provide me with any answers. They keep saying they are going to look into the issue but no one has reached out to me. I am seeking compensation for the cost of the bracelet and screwdriver since they cannot produce my items to me.

          • Initial Complaint

            02/23/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            I sent in a ************** watch pen for them to sell, along with 4 other items for them to sell. I have clear documentation of the items that were included in my package. I took several photos of the 5 items that were included in my *** package. I also documented with their sales rep via text what items I sent in. Only 4 items were listed to sell. I inquired immediately about the missing item. After several months of them investigating they are saying the item was not found. Their policy is if they lose an item they pay for the list item. They are telling me they are denying the buyout of my item. The value of the item new us $1000.

          • Initial Complaint

            11/01/2022

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I gave them a set of 16 stemware glasses to sell. I have photos of the glasses. They were picked up ***** (who no longer works there) in August 2022. After not seeing them on the Real Real website under my account and saw that the items were processing for over a month, I contacted them several times about the items. At first I was told that I needed to send them a photo, which I did, then they asked for the manufacturer, which I gave them. After not seeing them on the website after that, I called them back - mind you you can never talk to the same person so they put you on hold and then you have to go through this all over again. Then you get cut off. After my sixth or so call, they said they located the glasses but didn't know who they belonged to. Still not on the website under my account, I called back. Then they said they had to evaluate the glasses and would get back to me, which they never did. I called them back AGAIN and they would settle with me if they couldn't find them - apparently they became lost again - and NO ONE ever got back to me. I called again today - going on almost 3 months- and talked to someone else - in customer relations - and she said it had to go through 2 different departments to process this claim. It is clear to me that the glasses have either been lost, stolen or damaged. I am tired of getting the run around and either want my items back or to remunerated for them. I want someone to take ownership of what happened. They are crooks and are abysmal with customer service. The value is $250.

          • Initial Complaint

            08/03/2022

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            I have asked TRR to return my consignment back to me. The consignment was a CD purse that retails for over $5000 and about $2000 resale. TRR had ship it back to me with a signature upon a delivery. However *** reported it lost in their faculty on April 19th. Since then, I have been in communication with TRR and waiting for the refund. They agreed to refund the resale price of the purse by posting it back on my TRR portal and depositing the payment for me accordingly. However, despite of my regular emails to customer service, they dont respond anymore. I know that they are receiving the emails as I get customer service surveys. I would like for TRR to refund me the $2000 resale value of the purse. Thank you

            Business response

            08/01/2022

            I do not know anything about any purse I am a construction company.

          • Initial Complaint

            04/15/2022

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            I dropped off a consignment at TheRealReal on February 14. A month later, none of my items were listed as received in my account. I contacted the store, reached out by email, and it still took another 10 days for anyone from the company to indicate that anything was being done. Two months after I left my consignment, I get an email with a your items have sold message but no explanation for the dollar amount assigned to my consigned items the value of which far exceed the $ that TRR is paying for my lost items. I expect full compensation and an explanation for the loss of my belongings.

          • Initial Complaint

            02/19/2022

            Complaint Type:
            Product Issues
            Status:
            Unanswered
            Order # R111785667- I purchased expensive earrings online on the merchants website for $13,574.18. The earrings were sent to me on February 14, 2022. I returned them the next day, on February 15, 2022 in person to the ******* store. I was given an email for the receipt that I returned them. However, the company told me that the process to refund my credit card could take up to 20 to 30 days. That they needed to send the earrings to a warehouse and then the warehouse would send them to a third-party for authentication. I was never told that this process would occur. I was told that I could we turn the earrings within 14 days no problem. This process was not told to me nor is it on their website. I was never told that I would have to wait up to 20 days for a refund. I want a full refund immediately because I returned these earrings last week.

          Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩

          BBB Rating & Accreditation

          D-

          This business is not BBB Accredited

          Search for Accredited
          Businesses in this category

          Years in Business: 13

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          940 N Michigan Ave

          Suite 150

          Chicago, IL 60611

          Visit Website
          (312) 583-7900

          Customer Complaints Summary

          9 total complaints in the last 3 years.

          4 complaints closed in the last 12 months.

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