The RealReal - Buy+Sell Luxury Reviews

by _tinydancer_

I’ve never had to work so hard to buy something. I placed an order and the next morning I got an email saying the order had been cancelled. I have no idea why. I did not cancel it. I tried reordering and got a few different error messages, including card decline, which I knew was not the case. My partner tried order under a new account and card, same error message.

I emailed customer support, but they take a day to respond to every email, so unless your question can be answered in one email, don’t even bother. I then called, but they told me it was too late in the day for them to help me and that they would call me back. They never did. So after going back and forth with customer service for almost a week via email, I called again. I was on the phone for almost an hour, and nothing was resolved. They did tell me that I should place the order only through chrome, not through TheRealReal or another browser. What is the point of an app you can’t purchase through??

Finally I made a new account under a new email, and ordered the item in a different color (with the same card that was being declined on the other order). That finally worked (for now). Who knows, I could get a message tomorrow saying that the order has been cancelled.

For a company that touts themselves on luxury and concierge service, this is just embarrassing.

by RobertCal83

This place is pure trash we had a bunch of hi brand expensive items many of them even had tags being brand new it was 15 different name brands all of which were on their list of designers that they except I checked each one one by one and it was on there the lady told me to pack it all up and get it ready to ship to them then after I spent all day going through it and packing it up nice and neat then she messaged out of nowhere and said for me to send her the list of all the designers so I did some of which were Michael Kors Calvin Klein Salvatore Ferragamo Hugo boss Balmain BugatchiRalph Lauren banana republicPerry Ellis Kenneth ColeTom Ford Thomas pink Bloomingdale’sSaks fifth Avenue and and bogosse and after I sent her that list she just messages back and says sorry we don’t take any of those are you freaking kidding me! Every one of those designers is on their list I even told her that and then she said sorry we don’t take them and she was even kind of rude when we were on the phone with her but that is completely ridiculous 15 designs and telling me you don’t take not one of them not only am I going to find another consignor I’m gonna make sure everyone I knowKnows about this

by Jess-123454321

I have emailed support a couple of times over the last year about app issues. Never got them resolved. TheRealReal is just SO buggy that using it is insanely frustrating. Combine that with the high cost of shipping and returns...and basically I don’t have much incentive to shop TRR. The bugs are always related to my feed. Saved searches disappear WHILE I am scrolling down my feed, and they will reappear if I force-close TheRealReal and re-open but then they disappear again. Random ones. I just searched for a designer and there’s one item available and a lot of items sold, I saved it to my feed and it says, “Nothing available.” A search for a different designer - only sold items show up - I save the feed and it shows up as normal (showing me all the sold items). It’s just a super unpredictable and buggy app. I’ve also emailed support with suggestions (1. Filter loved items by “sold”, 2. Return from a loved item “detail” view to the same spot in your loved items page instead of back to the top). I’ve waited more than a year for those features... TheRealReal is just a hot mess and is increasingly frustrating to use.

by Rickey86

I brought boots into a Manhattan location. They took them and explained the whole process. They were so polite and I felt really good about my choice using The RealReal. That’s where the niceties ended. The size was listed incorrectly. Twice. I couldn’t get in touch with anyone. I felt ignored. I finally reach someone to get the merchandise back and now I have to wait a month for it. A month. It will most likely be too late to sell them anywhere else because of the changing seasons. The person who finally got a return going was rude btw. I can’t recommend doing any business with them. This has been the worst experience I’ve ever had. Pay retail. At least you know what you’re getting and it’s a nice experience. Also when you sell if they offer a discount that comes off your end. You’re lucky to get 5% of the original price back.

I did receive my boots back much sooner than expected. And there’s a damaged spot that didn’t exist when I attempted to consign with them. Even more disappointed now

by BNBHHJN

I love the concept of the RealReal. Occasionally you get a score. However as of lately I have had numerous issues with them.

Items have been consistently misrepresented on the site. Items are described in great condition but upon arrival have considerable flaws.

Customer service is not consistent and severely lacking.

Example, I received a coat that’s condition was misrepresented. I contacted them and requested a repair. I was informed over the phone that they would not repair it but after contacting their chat three different times was given three different answers. Finally an agent agreed that a repair would be covered then after I had the repair and sent the invoice they claimed that was not possible. Only after calling and making a fuss did they make an “exception”. This was after two separate representatives promised that this would be honored and gave me a fake case number.

Another example is recently I placed a large order, two items were missing, one item I did not order was included in the package and another dress arrived in a disturbingly soiled condition. This was a $500 Valentino dress. I was appalled. They offered to remedy this by not charging for a return label. However these mistakes and oversights have been a consistent trend as of late.

They really need to invest in their warehouse protocol and customer service and put less money/energy into their branding.

by PilotLady90

Consignors BEWARE! I was initially really happy with this site as a buyer but after using as a way to consign my designer items, I am hugely dissatisfied. They have “lost” 3 of my expensive designer items. The first item was “found” and returned to me finally after 3 months, but looked like it had been worn and had makeup stains on it (I originally sent it in clean and freshly drycleaned). Two other items are still “missing”. When I call and email, TRR responds with vague responses saying they will look into it, but it has been months now that my items have been missing and they are no longer responding to my emails or offering to compensate me for the hundreds of dollars my items are worth. THIS IS THE EQUIVALENT OF THEFT! The items that have sold are often discounted very quickly on the site to prices very low and that I did not approve. TRR has made a lot of money off of my items but has mistreated my trust in them. There are other ways to sell your designer items. Don’t use this site!

by Catlin19

Items I’ve purchased have almost all been really great. Shipping has been quick, most of the time, and I’ve only ever been truly disappointed with one item.
That said, I have consigned a number of items with them, all of which I sent at the same time. I was not given an option or an opinion, on what my items would be listed for; not to mention whether they would be used in a sale, and then 20% off on top for some things... really disappointing. I consigned a nearly new (I wore them 2 times) pair of YSL gladiator sandals, and my consignment check was for $80 for a pair of $650 shoes. A designer monogram tote, was sold in a specific brand sale, and my consignment check was just over $100 for an $800 bag.

So, if you’re looking for a good deal, it’s great, but if you’re planning to sell your items, you’re literally only going to get pennies on the dollar for what you spent. Sell it somewhere else!!!

by FSgot Ripped Off

I’ve ordered from here several times. Typically things are as described. One Prada purse came with broken zipper, it was less of a hassle to buy it again than go through repair process. I continued to buy from TRR, thinking TRR must not have seen zipper was broken.

Hit or miss. Then I bought a purse for a little over 400 dollars that was described as “ in good condition “ the purse arrived and it was in unusable condition. There is no possible way anybody would use it. The purse was severely cracked and handle was cracked and shredding. TRR had said the pictures showed cracking. There is no way I would have purchased a purse in that condition especially with the handle cracked and shredded. After long discussion I was told that I can return purse for store credit. I was not told that TRR would deduct approximately half of what I paid over $200 in fees for return which is exactly what they did. Most items I buy on site have been non returnable and they are not inexpensive. I can’t risk my money and just hope I get lucky and item is in good condition and have no true recourse. So I will not be spending my money here anymore.

by Naturelover97

I love this app, but TheRealReal itself has a ridiculous and unforgivable flaw: when you hit the back button, it doesn’t take you back to the last page you viewed (like every other website/app ever) but all the way back to the home page. Which means if you search something, click on an item, and then click on the brand/designer to see what else is available, you can’t go back to your search results. The back button will take you back to the home page. What? This is especially annoying if you’ve narrowed your search down with various filters because you have to re-enter it all in a new search. I am in the habit of quelling my curiosity and not clicking on brands when browsing bc I won’t be able to get back to my search results without doing extra work. The only justification I can imagine for UI this bad is that it encourages you to save your searches (which ostensibly encourages you to repeat those searches). It’s dumb, and it hate it. That being said, my buying experiences with TheRealReal have been great.

by Max370088

I have purchased a few items through them and consigned one. Every time I have bought online, the items have never come in the condition listed on the site, resulting in me asking myself: “okay, can I live with this?” Most often, I just don’t go through the hassle of returning. Now, if I ever see something I like online, it has to be in the SoHo store where I can look at it. Still, I have found pristine items with tags at the store are often not pristine when I arrive to look at the items, though they may still have the tags. Excellent items, which they deem to have no wear, are often not the case either, just by zooming in on each of the photographs or using the store method. Be very, very careful of this when purchasing online.

If you want a bargain, end of season sales with the designers and the department stores are often your best bet. You have to have the patience of going through the racks virtually or physically. They often get the price to cheaper than this app during the sales, sometimes even when TRR has received that same item themself.

by Dominiquev89

Consigning with The Real Real is NOT WORTH IT. Buyers are happy with this site at the consignors expense. As soon as I even inquired about consigning, I was bombarded with phone calls and emails daily. When I did send in my items, I was still getting daily calls and emails asking me to send in more items. To give credit where it’s due, any of my questions were quickly answered, and I was removed from the contact list when I asked to be. My items took over 6 months to sell (yes they were good quality, trending items), and only did so after the items went on sale for 50% off without my consent or being informed, on top of which, apparently coupons can be used. I’ve received $13 for 3 separate items that I’m confident I could have sold on Poshmark or eBay for ~$50 in a couple months time. I’ve had an incredibly long, annoying, disappointing experience as a consignor. I used to love buying from this app, but now that I know it’s at the sellers expense, I can’t shop in good conscience anymore either. Never using this site again.

by REESE AND KELLY

I absolutely love TRR. I haven’t consigned with them but as a customer, I find such amazing pieces for a fraction of their retail price. The only reason that I give 4 instead of 5 stars is because shipping should be covered for returnable items: like I would pay the shipping to receive them but they would come with a return label. I think it would help sell more. Customers are more likely to keep the things they buy online than they are to go back for items that they hesitated to purchase. I don’t take as many risks with things I’m not sure will fit because paying the return shipping adds up! Today I purchased two pairs of shoes but really would have gotten 4 if they came with a return shipping label. Especially because I’m in Hawaii and shipping is expensive! Just my two cents ;)

by The Real Real Chick

Overall I love this site and spend hours searching for the perfect item. You can get great deals on designer goods for the fraction of the cost. I have ordered several items, at least 15, and have found most of them to be accurately described and sometimes even better quality then described. However, a few times I received items that were not as described. For example a pair of shoes I purchased were labeled on the site as size 8 and they were actually a size 7. I returned them, stated the reason, and saw them re-appear on the site listing the same wrong size! I've also purchased and returned a sweater that had pulls in it when it was described as in excellent condition. Overall this site is awesome and you can score great deals. I see my friends eyeing my clothes and wondering how the hell I'm affording it all. Shhh it's my little secret!! I would definitely recommend.

by VetteGyrl

LOVE TheRealReal! First, I have not purchased clothing much as designers are notorious for being slightly big or small and I am hard to fit with some pieces. However, every piece I have purchased has been EXACTLY as advertised. Second, had I found them sooner, all those designer items may not have ended up at Good Will after our recent move! Ugh! Third, if you have Hermès taste on a K-Mary budget, I highly recommend TheRealReal! You can save things and add them to your wish list if they get sold which helps when you are trying to save up for that next must have. To date I have sold more then I have purchased and will re-consign items when I am ready for the next one!

by Anom226

I found this website after I went on an all things “Schitts Creek” binge... I found out that this is where they bought most of the clothing for the show, because it needed to be upscale and authentic without breaking their budget. Ever since, I’ve been hooked. Part of my order was delivered in just 1 day and the clothes far exceeded my expectations! They don’t look used, they look like I bought them at the store today!

I’m sure to do my research every time I’m ready to purchase, making sure the quality is up to my standard (if it says moderate pilling or a stain, I usually skip) and I exam the pictures very closely to make sure it looks the same as described. So far, I have not been disappointed.

My favorite thing is sifting through the ridiculously low-priced items. I got myself a few great $400 sweaters for what I’d pay for a sweater at H&M! I now plan on redoing my entire wardrobe with pieces from designers I thought I’d only ever dream of owning!

by Phillydefenseatty

I’ve never consigned before and I’m lazy-ish, so while I guess I’m not completely maximizing value at TRR I really like that they pick up your consignments from your doorstep and I’ve unloaded a ton of old stuff for store credit (probably the best option) that I otherwise would have just held onto or donated. And I’ve gotten a TON of store credit for stuff I bought years ago on consignment!! Also, eBay is kind of a pain to sell on (like I said, I’m lazy and I hate shipping stuff on a deadline and having the condition ultra scrutinized and argued over).

Now, as far as my purchases, holy heck!! I have completely overhauled my wardrobe and pretty much upgraded everything to designer. I’ve gotten GORGEOUS things and if you search less popular brands you can get steals (beautiful Italian trousers for $15 and flats for $40, umm yes please). Just make sure you are diligent about returning stuff you can’t fit into (I find sizing a little risky since you might not know the brands that well—like since when have I even tried on a Balmain skirt ever in my life?).

by Jon1177117

I have made numerous purchases with The Real Real and have continued to be impressed. I’ve had maybe one piece that smelled a bit like mothballs (it was worryingly low-priced anyway), but nothing has arrived anything short of authentic and as-described. I recently placed an order that didn’t ship out when it was supposed to. I called, was on the phone with a real person within a minute or two, and he offered to expedite the shipping free of charge so I could have the pieces for an event. Some of the most exceptional pieces in my closet have come from here, and I wear them often while other pieces I’ve paid thousands more for stay in the closet next to them. Can’t speak for consigning experience, but have heard good things.

by Apps To Love And Buy

I personally love TheRealReal for buying designer items. Since so many people use TheRealReal you may be able to see a few of the same items. So if one item already sold, there may be another one waiting for you. The only complaint I have is that you can’t talk to the seller to negotiate the price. In TheRealReal each item has a starting price, and as long as that starting price stays the same you can get a 20% discount, but if the seller drops the price, that 20% discount goes away. Sometimes it can be really frustrating when the seller drops the price by only a small amount, because you would’ve gotten a better deal if they hadn’t dropped it. Other than that, TheRealReal is great, you never have to worry about buying something fake.

by Z2b3

I’m obsessed with so many items on this site and have spent hours sitting through items and creating a dream closet. I love the real real for 3 main reasons: 1) I can make money on clothes that I normally would have given to friends or donated. 2) I can afford items that I was always to cheap to buy full price, but tried on over and over again at Nordstrom’s. 3) This is sustainable!! After going through the site, I realized that you can buy gorgeous high quality engagement rings and designer weddings gowns. This is where I will be going for my wedding needs. When you’re shopping on a budget, but appreciate quality and trendy items, this is where to go. Additionally, I’ve been buying high end dresses to wear to weddings and re-consigning them afterwards. I get so many compliments and only need to wear the dress once.

by LarissaMeg

I have spent years selling my clothing, shoes and handbags, all designer, on several sites. I never thought I would BUY resale until TRR changed my mind. I’m reading about them selling non authentic goods or poor customer service and I don’t understand where this is coming from.
I am very astute at recognizing the real from fakes and everything I’ve ever purchased has been clean, authentic and in excellent condition. This is the only place I buy 2nd time around designer goods because I trust them.
I visit the store frequently in LA and it’s a beautiful boutique with some amazing pieces. I can easily find anything I’m looking for from the easy to navigate website and I trust their authenticity.
Their staff is very knowledgeable and they love what they do and are very good at their job.
The descriptions are accurate and I feel I can buy with confidence. I’m so happy you’re here TRR. You’ve made wearing really nice things very accessible.

by Tresbcbg

Please please if you don’t want to meet such a terrible amount of frustration don’t do business with TheRealReal/company, among many things you will learn that lots of the articles that you purchase online here are not the same when you get it delivered!! Also they do unbelievable things like this one here!! I contacted by email highlighted that they had a pair of sneakers that I was ready to purchased on hold for more than 20 hours, when it’s policies only allow you to hold it for 20 minutes but that’s not it!! They emailed me letting me know that they removed the hold so I can go ahead with the purchased, so I DID and everything went well they charged my card etc etc BUT COUPLE OF MINUTES LATER I GOT AN EMAIL WITH CEROOOOO EXPLANATION LETTING ME KNOW THAT MY PURCHASED WAS CANCELED!!!!!! YES JUST LIKE THIS!!! Clearly I went so mad and frustrated I called customer service and they didn’t meet my expectations!!! NO SOLUTION AT ALL!!! Think twice before do business Here

by Bcsalomon

This is my first time to a review of any sort, because I’m so disappointed in dishonest business. Not everyone takes the time to learn what a fake looks like, even though they’re willing to pay the price for luxury items... I bought Berluti sandals from this website, and I was very lucky to own the same thing in smaller size. From the size difference to the color, I listed 7 proofs of non-authenticity on a piece of paper and returned the shoes with it. I talked to a customer rep as well. When they received the package, they refunded me ... and reposted the shoes. I was sooo frustrated, I called to have the ad removed before the next customer is fooled.
Their website lists a bunch of authenticity experts by brand; it seems to be all made up. I’m warning you: if you don’t know how to spot the counterfeit of a brand, DO NOT buy from TRR.

by Ptex68

I love real real, for me is the better consignment side ever, they are very good in check all the merchandise and very trustworthy to let customers know of conditions. I love the side. The only problem I have they don’t have a option on the side of item good and very good condition, so I have to look one by one. Hope they change that soon , sence I only get very good or prestine . I do recommend this side to everyone. If you not sure about your shoe size just go to a store , try a couple on the brand names that you like so you know exactly what to get, some brand name shoes rum very small and narrow. I found wonderful things on real real. I truly can say is my new addiction, I use the side a least 2 times weekly.

by SavHunter

I heard about this store through a few commercials when they first opened but never got around to checking them out. It wasn’t until I was scammed over a LV wallet back in April that I decided to see what this store had to offer. I have since then found some neat and otherwise unobtainable items through their app, (whether they may be discontinued or out of season) and I am forever obsessed! I have my eye on a few “obsessions” items on the website as we speak but I just made my third purchase since downloading TheRealReal two months ago and I’m not only happy with my purchases but thrilled to see what neat and or rare item I can find next!

by FASHIONDIVA69

Just made my second purchase and am excited to get my items. The selections are great and the prices are outstanding. Shipping came quickly and the items were packaged beautifully in little pouches. I only have 1 small thing to mention but it is not a deal breaker. When you sort items it has a hard time going back to the same sort after checking out an item. Again not a deal breaker and will continue to use this site. Told a few colleagues about it and posted some photos on FB. Great work The Real Real, hope the deals keep on coming because I will continue to shop!!

by Qqq44221

WOW! All I can say is the most fun I’ve had on a shopping app was with Groupon. Why? Because he have to sift through a ton of junk to find a rare gem (always compare Groupon’s prices to Amazon’s before purchasing).

HOWEVER!!!! THE REAL REAL is cRaZY fun!! TheRealReal is RIFE with thousands of consignment high end products at prices that will surely make you a skeptic. So far I have purchased a Versace bag and a diamond ring. Both FAR exceeded my expectations.... I mean FAR.

I had the ring appraised to ensure it was really a diamond and not a Moissanite and the bag checked for authenticity. Only now am I’m coming back to review. TheRealReal is so addictive, I worry about my bank account. Lol. No, I’m not joking. 8-)