The RealReal — Local services in Greenwich

A Disappointing Experience

I recently visited The RealReal with high hopes, but unfortunately, my experience left much to be desired. While shopping, I found an item I wanted to try on, and I was grateful that Brian kindly invited me to the dressing room. However, the initial excitement quickly turned sour.

After trying on the first item, I left the dressing room. I then found two more pieces that caught my eye. While I returned to the dressing room and was changing, another customer loudly remarked, “she’s been in there forever!?” It felt rude and uncomfortable, especially since it seemed to draw the attention of the staff. One employee even snickered and asked, “is everything okay in there?” I clarified that I had left the dressing room and returned, but I felt rushed and pressured. Despite this, I did find something I liked.

When I asked where to purchase the item, I learned that an iPad was needed to complete the transaction, which was currently being used by other staff members. While I patiently waited, I felt ignored as I watched two other clients being assisted with their shopping. I chose not to complain or snicker; I simply waited, but it became clear that my presence was overlooked.

Feeling invisible and underestimated, I decided to purchase the item through the RealReal app instead. It was disheartening to feel uncared for during what should have been an enjoyable shopping experience.

As I was leaving, Brian approached me with a kind demeanor and asked if my selections worked out. I shared my frustration about not receiving assistance at checkout, and he was genuinely empathetic, which stood in stark contrast to the indifference I felt from his colleagues.

In summary, while I appreciated Brian's kindness, the overall experience was disappointing. I left feeling diminished and unvalued as a customer. I hope that the staff can reflect on this and prioritize showing empathy and attentiveness to all customers, no matter what they look like, in the future. I hope that can ship the item that I was ready to pay for, when...

I was really excited when this store came to Greenwich, but it has proved to be a real disappointment. I consigned 4 items. Two of my items sold quickly with no problem.

One of them sold at an additional discount, which they never told me about, so I was shorted on the commission. Then the buyer returned that item and TRR some how damaged it. If TRR loses/damages your product, they have to pay commission. And this was another disaster. They knocked off $100 from the sale price and put a 20% discount on it without my knowledge nor explanation. Good thing I check my account frequently. I questioned them and it took a week to tell me they made a mistake and it was too late for them to fix it.

My fourth piece (a watch) they lost! Then they tried to tell me that I never even gave them a watch when I had the paperwork to prove it. For two weeks, they were trying to convince me that I was in the wrong UNTIL they found the watch. A supervisor sent me an email apologizing and said “it was misplaced”.

Everything I brought to them was “fine jewelry”, since they only take “high-end” products. They demonstrated that it was nothing to them. To damage one piece and lose another?! Do not take your high-valued items to them. Furthermore, I saw them listing counterfeit “Vintage” Cartier LOVE bracelets (I would know because my grandfather was the CEO who hired Aldo Cipullo), and my family has worked at Cartier. I’m also a licensed gemologist. They have a history of selling counterfeit products, according to...

I came here and sold 4 of my designer handbags that were priced at over $7,000. Shaniqua helped me and we ran out of time to sell the rest of my handbags so I scheduled another appointment with her. When I returned, I brought my mother in law to sell her bag as well, and when it was my turn Shaniqua looked me in my face and told me she could not authentic any of my bags this time.

I was highly offended as two of my bags are Gucci and I am a former Gucci employee. I’ve also worked in luxury retail my entire life at Saks, Louis Vuitton, and Tiffany & Co. I also made Shaniqua aware of my background, reassuring her that my bags authentic and she continued to deny all of them. I offered to bring in my Gucci uniform/work phone, or anything to prove my items weren’t fake and she dismissed me.

I was extremely taken aback because I previously sold 4 hand bags with her!!! Why would I return with fake bags from a company I’ve worked for?

If you’re thinking about selling your handbags here, I highly suggest taking them to their New York for better expertise.

Aside from that, all of the other staff members were great. Extremely helpful...