The RealReal — Local services in New York

I have been an avid shopper and consignor of the real real since 2014 but will look to other company’s when selling and buying luxury items, I recently sent in 4 items which were all fine jewelry worth thousands. Once the package was delivered it took a few days for them to process the items which typically does a few days after I noticed that the items were all wrong and marked as not accepted and were random brands that I’ve never sent I immediately contacted their customer service and they fixed the issue once the issue was fixed I noticed they only marked receiving 3 items instead of the 4 items I contacted their customer service again and waited for them to investigate after waiting nearly two weeks I receive and email stating that what I was describing was never in my package I 100% know what I sent and would never try and lie about such an expensive item going missing. I will continue to reach out to customer service over the issue if no internal agreement is made I will be proceeding with legal actions as it states on your direct website ii) If an item of Consigned Property is damaged, stolen, or lost while in Our possession or during Approved Transit, it will be treated as Sold (as defined in “Title to Property” at Section 2(e) below) and We will pay You a Commission (defined in “Commissions and Payment for Consigned Property” at Section 2(f) below) on that item. The Commission will be based on the damaged, stolen, or lost item’s estimated Net Selling Price (defined in Section 2(f) below), which will be determined solely by Us. This payment represents the amount You would have received in the normal course of a sale, less any discounts or promotions applied under this Agreement, and the payment will be processed and paid under the regular schedule of Commission payments as described in...

To my shock and disappointment, I have discovered that the “Loro Piana” blazer I purchased is not authentic. By simply checking the breast pocket, I found a set of Hugo Boss buttons in a Hugo Boss paper button bag. At first, I thought it was probably just something the previous owner of the jacket left behind in the pocket since The Real Real would never sell a garment, willingly deceiving their clientele to think it is of another brand. But then, in the breast pocket on the other side of the jacket, I found a care label that reads “HUGO BOSS” in letters repeated all over, sewn into the jacket. How dare The Real Real try to deceive their customers by swapping out labels when they have built their whole brand, and even their name, on their “rigorous” authentication process? It seems far too convenient that they missed a simple check in the breast pocket that would have revealed it is a Hugo Boss jacket and not one of Loro Piana. There is a ripped-out brand label on one of the breast pockets with stitches left behind as a reminder that something there was willingly torn out to be hidden. What’s worse is that the “Loro Piana” tag looks like a complete amateur sewed on it. I cannot believe this. I have purchased thousands of dollars in merchandise from The Real Real, thinking it was a trustworthy company. This is the worst experience I have had shopping for luxury products. Now, I’m questioning the authenticity of all the products I have...

I sent my bag at the end of November, but the luxury specialist was really bad at communication. So, I asked them to change my luxury manager when I dropped the bag off, and they said they did. However, the new luxury manager never emailed me, so I don’t even know who my luxury manager is.

I reached out to customer service, but they told me they don’t have the luxury manager’s contact in their system. I was told I had to wait for the luxury manager to email me first, but as of today, 1/9/2025, it’s been almost two months since I dropped off my bag. My bag still isn’t listed for sale, and I have no idea what’s going on.

I’ve called and emailed several times for updates, but all they ever say is, “We’ll write a note and share this with our team.” The next day, I’ll get the same response via email: “We will review this issue and get back to you.” But no one ever gives me an update.

I don’t understand how people manage to sell their items on The RealReal. They’re so unprofessional, and no one takes responsibility. All they do is pass the problem along to “the team.”

I even had an offer to sell the bag somewhere else, but The RealReal takes 30 days to return the item. Because of this delay, I lost the offer and wasted a month and a half trying to get updates. Despite all my calls, emails, and texts, my luxury specialist still hasn’t reached out to me.

Their service is absolutely horrible. If they don’t improve, they’ll be out of...