The RealReal — Local services in Santa Monica

Just horrible behavior by the sales staff. I came in to return an item bought online, No issue with this, however, I did ask what wallets they had in stock to show me, the staff points to an ipad and I was told to look at their items. No offer to show me, and lets just say the store was emtpy and they should have just shown me the items. I did have appointment to show two purses to consign. sadly, not in good enough condition, but the woman was nice and knew her stuff. The gucci bag was circa Tom Ford and there was an issue with material peeling, which I did not notice on the inside and should have looked. No problem, as I donated the purses the next day. After meeting with her, I walked around. I have no interest in used shoes or clothes, but was looking at some earings and necklaces. Not one person in the store offered to help me. Not one. The store did not have a single customer in it, they were all just on their ipads or cell phones. I was dressed in sweats (and not aviator nation) and looked like I was a week out of the hospital with major surgery because I was). Just for clarifications, if I wanted, I could pay cash for anything I want in the entire store, and this is beside the point and should not matter. I had to ding for my phone, which I left on the counter when returning my wallet. I asked sales people if they saw my phone, and I finally located it with the help of my Apple watch, and it was sitting next to two employees doing nothing, and certainly not helping me. the respknse I got was: "oh, that was you dingiung it". The next thing I heard was: "dog, dog" and they all went running to the door to greet someone who came in with a little dog. The woman was dressed lovely. Mind you, I lived in Brentwood for 15 years on and off. I moved a bit closer to the water recently, so I know the area very well. The behavior and attitude of the staff was disgusting. I am very familiar with the area and can walk across the street, dressed as I was, and have no issue buying shoes at Christian Louboutin. Yes, my sweats did have a coffee stain (Philz, so at least the best coffee around), and btw, I was wearing Prada and Gucci before any of these obnoxious sales people were born. Oh well. I just bought a wallet from Vestaire and consigned bags to Rebag. People, buy your wallets used. I have had the same Prada one for over 20 years, and it finally met its match with water or diet coke spilling in my handbag for around the 40th time. Not worth spending retail when I know my spillage percentage. Maybe this store will close like the Chicago one, and none of their employees should ever work in customer service again, and what they do is supposed to be...

This is a shout out to the RealReal Santa Monica location, especially to Drew, Reuben, Jay, Zayne and Liam. I have been a customer with ReaReal for over ten years, and after having a horrific experience with the West Hollywood location, I had left that location almost in tears and was prepared to completely stop buying from them. However, Drew, one of the managers at the SM location, completely turned my awful experience into a pleasant one, in the way he was genuinely willing to listen to me, and help problem solve. Since then, I have begun working with these guys at the Santa Monica location and I am so pleased and happy.

First off, RealReal is a hidden gem for a fashionista like me. if you know how to hunt for really good bargains and notice when a piece is worth the investment, then this place is the best one out there. Secondly, the staff at the SM location, particularly the people I have mentioned, are just so sweet, friendly and professional. I absolutely love and enjoy going to this store and interacting with them, and of course, more than anything, I love the idea of purchasing secondhand items that are not only good for the environment but also have character and stories that make each item so unique and so much more interesting than a brand-new piece that would cost a fortune! If there is any room for improvement, it would be the terms in which they sell clothing. Dear RealReal managers, or headquarters, please be more lenient when selling clothing online, as "final sale.". If a piece is final sale, but it doesn't fit (because sometimes the measurements are off or something is wrong with the piece when it arrives in person, which is not noticeable online when purchasing) please don't make your customer feel like crap for trying to return a piece that clearly cannot be worn. I spend too much money $$$ on a monthly basis with RealReal, to have to go through the emotional turmoil of wondering if I’m going to have an issue with a return when I clearly cannot use it. I should not be scrutinized for a few pieces that do not fit, especially when the money I spend even after any returns is $$$ consistently each month. Anyways, other than this, all other cons are outweighed by the pros, and of course, at the end of the day, RELATIONSHIPS matter and I want to THANK Drew and Zayne, especially, for your thoughtfulness and...

This review is for the local The Real Real store in Brentwood (Los Angeles) only. My experience with the actual consignment part of this company is a complete 180 (in a bad way), but I want to recognize the store as a separate entity. They are truly wonderful in the store. From the moment I walked in, they made me feel welcome. Isabella was the first person I met, and she is an absolute doll and encyclopedia of luxury goods and has continually helped me throughout the long process of consigning (yes it takes a long time). Next I sat with Sienna who went through my purses with white gloves (also extremely knowledgeable) and gave them condition ratings and pricing that was absolutely acceptable. Nothing gets past Sienna! Once I agreed to consign (after all was explained), that's when the items get sent to Arizona where they prepare them for sale on the website... and sadly, that is when things went downhill. I don't want to go into those details, as this is all about the store. I will say when I got extremely frustrated dealing with their 800 number (all off-shore call centers), the store was there to help me through it. Lastly, Drew (the store manager) was like my "consignment therapist." The store doesn't have a huge amount of say as to what goes on - online, but he did all that he could and I am so grateful. Bottom line, just think of the Brentwood store as your neighborhood luxury retailer (at reduced prices)... but consigning with the broader TRR... I would...