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TheRealReal
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1.0 35 Complaints
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TheRealReal Complaints 35

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L
3:10 am EST

TheRealReal Terrible customer service.

I've purchased a gorgeous dress from TheRealReal. They claimed the dress was in a good condition. But when I received it, it looked nothing like the photos on their website. It looked worn and had several small stains! My dress was an absolute garbage. I contacted their customer service to discuss the problem, but they rep I spoke to was extremely rude and impolite! He gave me mixed information, and actually every thing he said made no sense. Well, I gave up. It's completely impossible to get a refund. I will never order from them again.

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U
3:04 am EST

TheRealReal Fake!!

I was so excited when I found TheRealReal website. I've ordered a Gucci belt at a great price. The price was actually too good. Anyways, I made ad order and when it finally arrived I was disgusted, because the belt was fake! I went to the Gucci store and they conformed the belt was fake. The worst part was that TheRealReal included their "Authentication Card"! I immediately contacted TheRealReal customer service and sent them photos. Unfortunately I never received a response. I'll likely not purchase from them again.

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F
3:34 am EST

TheRealReal Fake bag

I used to buy from TheRealReal and everything was fine until I received a fake bag! I was very disappointed because I thought I bought an authentic bag. Date codes and label were totally wrong! I immediately contacted customer service and demanded my money back, and they asked me to send pictures. If you compare the bag to the photos they posted when selling it's the same bag. But when you look more carefully you will see the difference. I'm very disappointed and will never order anything from this place again!

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T
4:54 am EST

TheRealReal Absolutely disgusted!

I purchased a pair of good looking pants from Therealreal and it was told that pant were like absolutely new. When I received the pants, I was about to try them on, but noticed that there was a huge yellow stain in the crotch of the pants! I was horrified and absolutely disgusted! I took some pictures and contacted them immediately. They said that my pictures were fake! What? Oh my god, that was the most terrible shopping experience ever!

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N
9:37 am EST

TheRealReal Disappointed

I ordered an item from this site, weeks passed and there was nothing. I contacted customer care and asked about the status of my order. Later their rep contacted me back and told that my order was lost. They apologized and promised to send me a replacement. I did receive the package, but they sent me a completely wrong item. Therealreal customer support is nice and friendly, but they are very unprofessional and often make stupid mistakes. I guess I'll never buy anything again. Sorry, Therealreal.

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K
9:30 am EST

TheRealReal Worst customer service!

I ordered one item from Therealreal website. Just wanted to give it a try. Well, several days later I received a message from them stating they could not find my item, so they cancelled my order. Few days later I checked my credit card statement and there was no refund, so I contacted them again and asked about the money. Their rep was extremely rude and said that he had no idea what I was talking about. I asked for a manager and they refused. Worst customer service ever! I spent weeks fighting with them and my credit card company finally took care of it. Buyer beware!

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R
6:50 am EST

TheRealReal Worst customer service!

I ordered an item from TheRealReal store. Received a message stating my item was out of stock and they cancelled my order. I contacted customer care and they even gave me a statement in writing that my order was cancelled and no charge to my card would be made. Later I received a call from my bank and was told that my card was charged. I contacted TheRealReal again and asked for a manager, but they refused. This was the worst customer service ever! No ethics. No respect. It was a real nightmare, but in the end my credit card company took care of it and I received my money back. Buyer beware!

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Merlin Slocumb  
Merlin Slocumb  
US
Feb 13, 2016 10:37 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Notified the the website of shoes that were fake, a color that has never been made by the brand, still not taken down.. People should probably be really careful when shopping here as they seem to be uneducated about some products.

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A
6:04 am EST

TheRealReal Very much a disappointment!

I am extremely disappointed about my experience with TheRealReal. I received a payment confirmation email and my tracking number. Several weeks later I received my order, but was very upset, because some items arrived damaged. When I opened the package I found out that some items were not wrapped. They were all thrown into a cardboard box without any kind of wrapping! This is a huge loss for me financially. I spent over $200 and received items that are damaged beyond repair. I cannot believe this even happened! The complete lack of care throughout this entire process is absolutely disgusting!

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M
6:02 am EST

TheRealReal Absolutely not satisfied

As a first time customer I purchased two bags from TheRealReal, but unfortunately both bags turned out to be fake. I should have known that there was something suspicious about this site because the prices were really cheap. So I contacted customer service and explained that the two bags were not authentic and demanded a refund. I was issued my refund for the full purchased amount! After reading all the reviews about them it seems I was just lucky. If you decide to purchase anything from TheRealReal consider yourself warned!

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D
9:34 am EST

TheRealReal Fake products!

My husband wanted to surprise me with a Prada bag. He ordered it from this site for my birthday. But the one we received was fake. On the site it shows a picture of beautiful black bag with a date code on it. But the one we got did not have date code and the texture was very strange. We contacted the customer service and they said that the bag was real and It can't be fake. They mentioned that they sell only real items. We argued a bit, and they told that we need to send them pictures as a proof. We did so. I even made a collage from two pictures. The one was the site photo and the other was taken by me. They replied fast. And the only thing they said was „We don't see any difference, so we can't give you a refund”. So please people don't spend time dealing with this horrible site! Their products are all fake!

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G
8:09 am EDT
Featured review
This review was chosen algorithmically as the most valued customer feedback.

The website www.therealreal.com offered used, but authentic clothes. I was shocked, when I received my stuff. These jerks took money from me and provided the worst things I have ever seen before. The website is real scam and the worst company ever. I tried to get money from them, but all my attempts failed. Stay away from them and post comments about your things with them.

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G
7:15 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I bought two authentic and unused purses from the website www.therealreal.com. It was big scam, ‘coz I got purses, but they were used and fraud. I started to send emails to the seller and tried to get money back, ‘coz the sum for these purses were really high. The seller listened to me and never returned my money back. He is liar and scammer, and I want to...

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F
10:35 am EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

I placed large order on the website www.therealreal.com. I paid more than $500. After several days I haven’t received any confirmation info or updates about purchase. After 5 days they sent me emails, which stated that they tried to reach me, but I didn’t reply. They cancelled my order and promised money back. I replied and asked about my order, but these...

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H
4:39 am EDT

TheRealReal I can't get money from these jerks

I had a deal with the company www.therealreal.com. It was awful. I asked to return my money back, but they tipped toed around the subject and only promised to return my money back. I waited 2 months and argued with them almost every day, but they still haven’t returned my money back. Maybe someone has any ideas how to return money back, please contact me then or leave a comment. Thanks.

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C
5:54 am EDT

TheRealReal No info about order and impossible to contact them

Don’t deal with the company www.therealreal.com. I ordered dress and T-shirts from them, but they only told me that my order was shipped. After that no info or updates. I sent emails and called them, but no one replied. I tried to call them every day, but the phone was busy or no one picked up. The worst services and not recommended website. The worst company ever, so avoid these ### and post comments about your experience with them.

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D
D
Dirsppro123
US
Apr 28, 2024 6:34 pm EDT

In 2023 I spoke to a lovely lady explaining that because of my wife, and now me having terminal cancer, we just CANNOT afford any unnecessary expenses. You stopped taking money out. But since the start of the year you have started again. PLEASE PLEASE CANCEL MY SUBSCRIPTION. I AM SO SORRY TO BOTHER YOU. THANK YOU. PLEASE FORGIVE ME.

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EYL
US
Nov 04, 2023 5:48 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

They locked my account for no reason

They are holding onto my money as store credit that cannot be used? Ekim2468@gmail.com

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Hrm349
Torrance, US
Sep 12, 2023 10:53 am EDT

I sent 15 items to The RealReal for consignment, but they rejected 9 items. They promised to return the rejected items, but I never received them. It has been two years, and every time I've contacted them, they keep giving me the same response, saying they will expedite the return, but I still haven't received anything in these past two years.

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Supersmarti69
Lancaster, US
Sep 26, 2014 10:43 am EDT

Oh dear Lord that site sells mostly garage sale junk. STAY AWAY. They do not respond to emails. I mean they really are selling things that ought to be in a thrift store.

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About TheRealReal

Screenshot TheRealReal
The RealReal is a luxury consignment store that offers a wide range of high-end fashion items, including clothing, shoes, bags, and accessories. The company was founded in 2011 by Julie Wainwright, who saw an opportunity to create a platform that would allow people to buy and sell authentic luxury items in a safe and convenient way.

The RealReal has quickly become one of the most popular online destinations for luxury shoppers, with a vast selection of products from top designers such as Chanel, Gucci, and Louis Vuitton. The company prides itself on its commitment to authenticity, with a team of experts who carefully inspect every item to ensure that it is genuine.

In addition to its online store, The RealReal also has several brick-and-mortar locations across the United States, including in New York, Los Angeles, and San Francisco. These stores offer customers the opportunity to see and try on items in person, as well as to meet with experts who can provide guidance on buying and selling luxury goods.

One of the unique features of The RealReal is its consignment program, which allows people to sell their gently used luxury items for cash or store credit. The company takes care of everything from pricing and photography to shipping and handling, making it easy for sellers to earn money from items they no longer need or want.

Overall, The RealReal is a trusted and reliable source for luxury fashion items, with a commitment to authenticity and customer satisfaction. Whether you're looking to buy or sell high-end fashion, The RealReal is a great place to start.

Overview of TheRealReal complaint handling

TheRealReal reviews first appeared on Complaints Board on Sep 7, 2014. The latest review Ra 232877763 was posted on Apr 13, 2024. TheRealReal has an average consumer rating of 1 stars from 35 reviews. TheRealReal has resolved 0 complaints.
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  1. TheRealReal Contacts

  2. TheRealReal phone numbers
    +1 (855) 435-5893
    +1 (855) 435-5893
    Click up if you have successfully reached TheRealReal by calling +1 (855) 435-5893 phone number 0 0 users reported that they have successfully reached TheRealReal by calling +1 (855) 435-5893 phone number Click down if you have unsuccessfully reached TheRealReal by calling +1 (855) 435-5893 phone number 0 0 users reported that they have UNsuccessfully reached TheRealReal by calling +1 (855) 435-5893 phone number
    Customer Service
  3. TheRealReal emails
  4. TheRealReal address
    1980 Oakdale Ave., San Francisco, California, 94124, United States
  5. TheRealReal social media
  6. Andrew
    Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Sep 15, 2024
TheRealReal Category
TheRealReal is ranked 45 among 1606 companies in the Online Shopping category

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