The RealReal — Local services in Dallas

After 12+ years of placing hundreds of orders and purchasing thousands upon thousands of dollars of merchandise from them, I was unceremoniously dumped and BANNED FOR LIFE with no warning or notification. I found out about this when I went to place an order in January of 2023. The "issue" is that we had more than one email address for our household which is apparently a violation that is in the hundreds of pages of fine print. The last order I was able to place was 12/29/22 (with one exception described further down in this comment) and it's now 5/12/23. I've spent 4-1/2 months and hundreds of hours (hundreds!) dealing with their so-called customer service people and was assured several times by various people that (after doing and submitting everything they'd requested in order to resolve this issue) my access would then be reinstated. I have documented the many pm's, phone calls, emails, text messages, etc. Per their request, I submitted several requests to delete all data associated with anything for anyone in my house which was confirmed completed by someone at TRR. It was only after commenting on social media that someone reached out to me online. I was FINALLY able to place an order on 4/29/23 with no problem. On 5/11/2023, Ironically, the same day I had responded via pm on social media to belatedly thank them for straightening things out (or so I thought at the time) when no one else had, I placed or attempted to place another order when SURPRISE! I wasn't able to and the order wouldn't go through. I reached out again to the person on social media who said they would "check into it" only to receive a curt response of "Unfortunately after review, this was indeed only a one-time pass for one more order on our site. We apologize for any confusion caused in our teams previous email!" When I requested contact info for someone at TRR (besides the customer service email loop you repeatedly get churned through), I received the "We apologize as this decision was made by our internal team. A one-time pass was issued, you are no longer permitted to use our site or services" message back from them. I've repeatedly asked for contact info for ANYONE there and this response is just copied and pasted over and over and over again, They REFUSE to give a customer any info. Some inexperienced low-level account manager with a little bit of power to wield has made an arbitrary decision to permanently ban me and that's it. I've worked as an Executive in the corporate world for decades and any company that refuses to let you question something and stonewalls you when you ask to speak to someone (anyone) is highly suspicious. In addition, what does it say about them when they just dump long-time customers with no previous issue besides having more than one email per household? They're refusing to let someone spend money with them? Goodness. According to the many articles online, they haven't turned a profit since they went public a few years ago and they're operating at a loss. (Just do an internet search for TRR financials and TRR customer complaints) The email response I received on 4/25/23 when I asked about a $25 credit that they'd also removed from my account is below. Apparently the "one-time exception" was that they let me place an order on 4/29/23 which has proven to be the only order they'll ever allow me to place. EVER. I can't help but think that anyone in upper management or corporate at TRR is unaware of how their low-level customer service and Account Managers are operating. That they are willfully dumping and stonewalling customers and refusing business. This is not a sustainable business model for any company. Customers are the ONLY reason you're in business. Because I believe in buying pre-owned and sustainability, I want my account reactivated by TRR so I can continue to place orders. This is a review for TRR online, not the brick and mortar stores. I sincerely hope this...

Update: Response to the Owner Who Replied to My Review

To the owner who replied, My claim has been consistently ignored by your staff, and no one has taken any responsibility for the issue. My original review was left unresolved for over a year. As a consignor, you had my contact information and could have easily reached out—but you didn’t.

The only time I ever hear from your team is when you want more items to consign, because my accepted-price items always sell. Reaching out repeatedly for more merchandise while refusing to address past problems is unacceptable.

Until this issue is properly acknowledged and resolved, I will not consign with your company again. ——

Do not consign with this company — my experience confirms what others have said.

I consigned 5–6 watches with them, and was initially told that if any watch didn’t sell within 30 days, I would be notified of any price reduction and have the option to decline. However, this was not true — they did not provide an option to decline. As a result, I requested that most of the watches be returned.

One watch did sell, but was later returned by the buyer. During this process, I discovered they had listed the incorrect size (26mm instead of the actual 30mm). This is a significant error that could lead to returns and affects the value — there’s a retail price difference of about $5,000 between the two sizes.

Although they eventually corrected the size, they did not update the model number or adjust the price, even after I contacted them. I decided to have the watch returned.

When I received it, the watch had noticeable dent scratches, and the brand new crocodile strap I included had been used — it was bent and wrinkled. I sent them photos of the damage immediately, but my message was ignored and the issue was...

I had what I hoped would be a smooth consignment experience, but it has turned into a frustrating and worrying ordeal. I dropped off a brand-new pair of Christian Louboutin boots at the store and was told that someone would contact me within a week with an appraisal. That call never came.

After two weeks of no communication, I checked my account and noticed that items I did not consign were posted under my name, and to make matters worse, I was sent someone else’s item entirely. I’ve called multiple times to resolve this and to get information about the boots I consigned, but every time I speak to someone, I’m told that I’ll get a call back within 48 hours — yet no one ever follows up.

I have repeatedly asked to speak with a manager, and each time, my request is refused or dismissed. It has now been almost a month, and I still have no answers about my item’s status. I am genuinely concerned about what has happened to my boots and whether they’ve been lost or mishandled.

This was my first consignment experience with the company, and I had plans to bring more high-end items in the future. After this experience, I won’t be doing that. The lack of communication, accountability, and basic customer service is shocking. I am now trying to escalate this to someone at the corporate level because this situation is unacceptable.

I hope no one else has to go through what I’ve...