The RealReal — Local services in Summit

Extremely Disappointed with the Selling Process and Customer Service

I had a very frustrating experience at The RealReal in Summit, NJ regarding their consignment selling process. I booked an appointment based on the brand guidelines shared in their advertisements and website, specifically to sell a few high-end handbags. Before the appointment was confirmed, I had to speak with a company representative. I was very clear about which brands I was bringing, and they confirmed the appointment with no issues.

However, after traveling quite a distance to get to the store, I was told upon arrival that my brands didn’t qualify for an in-person selling appointment and that I could only drop off the items. This was never communicated to me beforehand. The in-store staff member was dismissive and told me it wasn’t their fault since the person who confirmed the appointment “works at corporate and not at the store level.”

This kind of finger-pointing is unacceptable. It’s not the customer’s responsibility to understand internal misalignment between corporate and store operations. I came in good faith based on the information provided to me, only to be turned away without any consideration for the time or effort I spent.

Unfortunately, the poor communication and lack of courtesy from the store personnel made what could’ve been a simple transaction a very negative experience. I will not be returning, and I suggest anyone looking to consign with The RealReal to proceed with caution — especially if you're relying on their...

I think this new (new to me) luxury consignment store is a great way to sell high priced items with an exceptional and personal customer experience. I had the opportunity to interview, and while I believe i bombed-as I talked too much about my past regular retail experience, I was treated so well, and I cannot say the same for SO many other retail interviewers. My brother and sister-in-law love the store as well and are so excited that they opened a location close to us. I will be highly recommending the real real to my friends and acquaintances.

Edit: not to mention ….personal styling?! Now that is a chefs...

I’ve had nothing but great experiences with The RealReal. The quality and authenticity of the items are always on point, and I love that I can find luxury pieces at a fraction of the original price. The store is beautifully curated and easy to shop, and Margaux, the store manager, goes above and beyond to make every visit feel special. She’s knowledgeable, kind, and truly makes the experience exceptional. Whether I’m buying or consigning, everything feels seamless and trustworthy. Definitely my go-to for designer fashion and...