The RealReal — Attraction in New York

DON'T CONSIGN!!! If I could I would give them 0 stars. The RealReal is a RealRip Off for consignors. They take 50 percent of your actual sale. I called to ask about consigning. I was scheduled to have an appointment with Arianna at the 80 Wooster St Manhattan location. I wanted to talk to someone in person before consigning. It started off bad. I drove from Jersey City, NJ to Manhattan to be told that I was scheduled to drop off my items. I was told that Arianna can't see me because she has other clients scheduled. I was told that my Christian Louboutin boots had to be sent to their consignment department in New Jersey to be authenticated. I was told that before my items are sold that I would be able to view them on the TRR App and I can cancel the sale of my items if I was not happy with the price it was listed for. I checked several times a day the App and my emails within the past few weeks to see if my items were listed. No information was posted. I was told it takes up to 2 to 3 weeks. I only received an email stating that they received my items and was in the process of being authenticated. Still no information on my account on the App. No pictures and no prices listed. I then received an email on October 3, 2022 that one of my boots were sold. The price was not listed in the email and when I checked my TRR App, no information was posted their either. I called customer service and was transferred to the consignment department. I was on hold over 30 minutes before an agent came on the line. Steven the agent then told me that my items were sold on Sunday October 2 and was out for shipment on October 3. I explained everything to him and he said nothing can be done. He told me I can't get my items back even though it's being shipped out that very day I was trying to stop the shipping process. He told me how much my boots were sold for and how much I received on my TRR App. I bought both boots for approximately $3,500 in Short Hills Mall Christian Louboutin store in NJ, and the RealReal sold one that was listed as excellent condition and good as new for $895. I get half of that which is $447. I paid $1,695 for those boots originally. My other Christian Louboutin boots were sold on the RealReal for $595 and it was listed as good. I get $297 for those. I paid $1,795 for those. The RealReal credited me $744 for both of my luxury boots. That is a slap in my face. I would never agreed or allowed my boots to be sold for so cheap and never agreed to consigning had I know that the RealReal takes 50 percent of the sale price. I would have kept my luxury shoes or gave it away to family and friends had the RealReal been honest and transparent with everything and their App was working. To make matter worst I asked for a manager and was given another agent Tanica Murchison. She was beyond rude and unprofessional. She told me if I did not want to sell that I should not have taken my items to be sold. I explained to her that was not what I was told. The RealReal is NOT TRANSPARENT NOR TRUSTWORTHY. I went in to a location to get accurate information from a person so I don't get misled. But unfortunately the employees at the RealReal are as vague as their website. Worst experience ever. Don't consign your luxury items with the RealReal. Don't even trust them to buy. Worst business ethics. They don't care about you or your luxury products. I will be complaining to the Better Business Bureau with all of my emails and pics of the App not showing me any information. Once again DON'T CONSIGN AND DON'T BUY from this...

I've been an almost weekly customer and VIP consignor with TRR for many years. The customer service experience has significantly declined in the past several years, especially in the past two years. It's impossible to get ahold of a person on the phone (the customer service line), which is very frustrating. The online chat tool takes a very long time (sometimes several hours or more) to get a response and usually there is no resolution. I have been told several times that different "cases" would have a resolution within 5-7 business days, only to find out that either no one ever opened a case or the timeframe needed to be extended. Also, when I purchase items from luxury brands, I expect them to be packaged and shipped to me in a safe and secure box. Unfortunately my items normally arrive to me in cheap, ripped, banged up, plastic bag, poor packaging that is far from what is to be expected from any luxury retailer (even secondhand). They also charge you for this awful shipping, which is also very inconsistent due to the multiple warehouses they have all over the country (items arrive late). I regularly examine my purchases and find that the item description is at best misleading, with problems ranging from rips in the clothing to sizing errors. The common reply I get in this situation is "I'll start a return for you", with no other accommodation made or very little at best. Sometimes it feels like pulling teeth just to get them to refund shipping on an item that arrived late or damaged. I have even reached out to TRR on a few occasions to inform them of fake items for sale on the website. Once I was actually reassured multiple times by a customer service agent that an item I knew to be 100% fake was "inspected by experts", so they kept it on the site. I feel sympathy for whoever paid money for these fake items. Fortunately my experience with in-store employees has always been excellent, and I wish the rest of the company would operate with the same level of customer service. I'm still a TRR customer because sometimes I find a great deal and the item description is correct. As a consignor, I'm usually having a better experience, but still far from exemplary. TRR has lost my items on more than one occasion (one item is still missing at this moment). In the past, they paid me for the missing items, but not a satisfactory amount for all of them. A lot of my items end up in TRR physical store locations because of the great care I take with them. Unfortunately i've noticed that when my items go to the stores, they sometimes end up damaged. Ive also seen my items sell on the website only to be returned by the buyer weeks later damaged. It takes a lot of time and effort from me to keep up with all of the damaged items I've had returned to me from TRR. In most of these cases there is a somewhat satisfactory response which usually involves sending the item back to TRR for a buyout on the damaged item. However this is very time consuming and doesn't always end up being worth the difficulty. Currently i'm still waiting for a response about one of my items which was shipped back to me literally falling apart. Overall, consigning with TRR is a hit or miss experience. Being a longtime consigner, I know how to go over the hurdles, but I believe in some cases a further review should take place in order for clients like me to...

It might be just me but I had absolutely horrible experience selling with the RealReal! Some of my items were not accepted due to condition and it's been over 40 days now with absolutely no update on when I'm getting them back. I sold my Louboutin shoes on Poshmark after I saw they were not accepted and requested them back. Called at least 5 times with request to escalate - absolutely 0 updates and no idea on when I'm going to get them back - my Poshmark sale ended up being cancelled after the buyer waited for over a month... Also sent them my Chanel bag that they authenticated, priced at $4800 and sent for my price approval. Then out of the blue I see the status changing to "not accepted - questionable authenticity". I called and learnt that " the leather did not feel consistent"... Sent them proof of purchase and a copy of custom-stamped receipt. Two weeks after I called for an update and I'm told no one even looked at my receipt yet... Guys, I appreciate you taking extra time validating authenticity but if a legitimate bag with a custom stamped receipt is not good enough evidence then I have no idea what additional evidence I can produce to get it authenticated? Also, the fact that I sent the receipts to both customer service rep and my virtual consigner assistant and you tell me 2 weeks after that no-one even sent those to the authentication department is either a horrible customer service or makes me feel like something shady is happening behind the scenes. Now I'm trying to get my Chanel bag back but looks like 30 days they do mention in the contract for a return period is not something they typically follow. I'm moving this weekend and I'm told that if my items get delivered while I'm moving and I'm not home they would be automatically returned back and it would take another 3-4 weeks to re-ship!!! I'm sorry but you're the ones breaching your SLAs and I would expect you to make some effort in trying to resolve this situation. This is an establishment that either does not care about consigner experience or is EXTREMELY understaffed and is not able to fulfill its contractual obligations. They will also tell you that you get a 55% commission but beware that many of the items you sell would be marked with a 20% discount and would only qualify for a 40% commission which leaves you with a measly fraction of the retail price. Please avoid...