The RealReal — Attraction in West Hollywood

Read this review if they lost an item of yours and message me. What can I say. The 2 out of 5 star average The RealReal has on Yelp is fitting. Some months ago we started consigning merchandise that we no longer needed or used. From the very beginning it was obvious that The RealReal does not in fact hire what they claim to be "expert authenticators." For example, we sent them a brand new pair of limited edition Miu Miu shoes that were only released in the European market, thus making it an extremely rare pair of shoes in the US. One morning I woke up and saw that they had listed the shoes for $75.00. It was honestly laughable - I emailed them and told them that these were bought on sale for over $600 and part of the runway collection and they brought up the price to $395.00. Guess what? It sold in a matter of a couple days. In other instances I gave them expensive antique jewelry and they turned it down saying that they had "scuffs" or "looked worn." Well, hello? There is a reason it's called antique. It's funny because I've seen jewelry with missing stones on their website. Consigning with The RealReal is a complete hit or miss. Totally depends on your luck. It's like spinning the wheel on the Wheel of Fortune.

If you are consigning items and you feel that your items are priced too low, your feeling is probably accurate. You should reach out and demand a higher selling price. Again, nobody knows what qualifications any of these "experts" have. We don't know who they are, what kind of training or education they have. Turnover is high at The RealReal and most of these people are hired and given quotas that they need to meet. It's all about bringing in as much merchandise and turning it over as quickly as they possibly can. That's all that matters to The RealReal.

Most disturbingly, however, is the fact that they lost a vintage Gucci watch that I gave to them. So they returned several of my items to me via UPS in a box back in October. When the box arrived I didn't open it, because I figured that everything was included and so I put the box in storage until one day my mom asked me for one of the items in the box. When I opened it to retrieve what my mom wanted I noticed that they had sent me the Gucci watch case, but that there was no watch inside. I immediately phoned The RealReal Consignor relations and advised them and some operator told me he would have someone follow up. A week passed and I heard nothing so I followed up again and sent an email. Again, we heard nothing. I finally called Todd Suko, The RealReal's general counsel and left him a voicemail. Within minutes I got a call from one of their in-house attorneys. I explained the situation to her she said she would follow up. After several days, I reverted back with her and she said they were reviewing video surveillance, UPS records and other things. I figured I'd give her a couple more days.

It slowly became obvious that this situation wasn't going to be resolved. She became less responsive as time went on and their excuses became more redundant. She kept asking me rhetorical questions. I finally had enough and told them I would sue - and I did. I sued them in small claims court. I'm currently dealing with one of their outside attorneys. I have an upcoming court date. I encourage anyone who has been wronged by The RealReal to exhaust your legal options. If we don't stand up to these corporations, they will continue to do to others as...

I absolutely love The RealReal! Every visit is a delight, and I always encounter someone kind and helpful. The staff here is truly exceptional, and they’ve made my experience with consignment so much more enjoyable and educational. I’ve learned so much about the consignment process through my visits, and I owe a lot of that to the amazing team.

Kaleb and Rynon, in particular, have been incredible. They always take the time to educate me on various aspects of consignment, and if they don’t have the answer to a question, they’re so polite and always direct me to the best person who can help. Recently, they introduced me to Lexi, a sales manager, and let me tell you—she was amazing! Lexi was not only incredibly polite but also knew exactly how to resolve an issue I was having with a purchase. Once that was sorted, I had more questions about consignment, and she kindly walked me over to a beautiful office where two gentlemen, Jessie and Enrique, were working. Lexi explained my questions to them, and I was blown away by how quickly they all worked together to not only answer my questions but also set me up with an appointment with my account manager. They explained that she would be my main point of contact moving forward.

The level of care and attention I received was beyond anything I expected. I was truly in shock at how well I was taken care of. The RealReal has such a fantastic team—Kaleb, Rynon, Lexi, Jessie, and Enrique all went above and beyond to ensure I had a seamless and enjoyable experience. If you’re looking for a luxury consignment experience with a team that genuinely cares about their customers, The RealReal is the place to go. Highly,...

If I could leave zero stars, I would. My experience with The RealReal was deeply disappointing and I honestly regret ever sending them my items.

I consigned many designer pieces in excellent condition — some barely worn — and they were sold off for insultingly low prices. My “earnings” after their cut were laughable. For luxury goods that cost hundreds of dollars, I ended up getting checks that wouldn’t even cover a lunch.

The whole process feels deceptive. The company promotes itself as a luxury resale marketplace, but once your items are in their hands, you lose all control. Pricing is slashed without your input, sales happen at bargain-bin levels, and you’re left wondering how something that was worth real money could be handed away for next to nothing.

Adding insult to injury, The RealReal advertises shopping site credits and referral credits as part of their consignor perks. I never received a single one — even after asking multiple times.

To make matters worse, customer service is virtually nonexistent. No one cares, no one follows up, and the tone is unapologetic — as if consignors should just be grateful for whatever crumbs they decide to send.

This isn’t a partnership; it’s a setup that benefits them and leaves you with buyer’s remorse for even trusting them in the first place.

Do yourself a favor: sell your items elsewhere or donate them. At least you’ll feel good about where they end up. The RealReal? It’s the real regret.

oh and Karissa was my very nice rep who came to my house and promised me things I never received. Incredible. This was a second one by the way because the first one made an appointment and...