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The RealReal - Buy+Sell Luxury App Complaints & User Negative Comments 2024
The RealReal - Buy+Sell Luxury app received 63 complaints, negative comments and reviews by users. Have you ever had a bad experience using The RealReal - Buy+Sell Luxury? Can you share your negative thoughts about the realreal - buy+sell luxury?
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The RealReal - Buy+Sell Luxury for Negative User Reviews
✓ Very unprofessional - and carelessI tried purchasing some goods and every time the items were canceled, and the team justified the cancelation saying it was a system error. The customer service never gives you a direct and clear answer. And every time you send them an email, it takes minimum 4 days to be responded. I do not recommend this app to anyone, other platforms are much better and professional..Version: 2.52.0
✓ Sellers BewareThis review is for sellers- use Poshmark or literally any other consignment site. I have sold about $25,000 worth of designer goods on TRR. The last 3 items, they’ve listed at prices substantially lower than what the exact item had sold for the week prior. Hundreds or thousands of dollars difference. I sent an email. No response. Emailed my “account luxury manager” who first ignored me, and then sent me a number to call instead of helping herself. The number of course didn’t help. I emailed again- nothing. The same “account luxury manager” had the audacity to call and ask me to make an appointment to sell my Rolex. As if I would ever sell with this “company” again. Don’t trust them. They will take your things, ignore you when you have an issue with their listing price, and sell the item so quickly that you don’t even have time to get it fixed (because they’re underpriced it so severely). Horribly disappointed in ever having sold anything with them..Version: 2.73.1
✓ Cant log inApp is literally useless cant log in via social media nor standard email + password method.Version: 2.66.1
✓ Charged wrong currency on credit cardBe careful -net price online was 500$ cdn. When payment was completed they charged me 500$ US - (around 750$ cdn) - add the duty of 200$... 950$ doesn’t worth it for a pre-owned pair of shoes. I called Customer service and provided all the proof and they refused to correct the error. Never again..Version: 2.31.0
✓ ShippingI love this app so much but only giving it 3 stars because international shipping is so expensive. It’s 60 Australian for a single order and if the combined value goes over a certain amount you need to pay tax and duty, which is also expensive. I would buy so much more if it weren’t for the shipping..Version: 2.16.3
✓ The buggiest app, never improvesI have emailed support a couple of times over the last year about app issues. Never got them resolved. This app is just SO buggy that using it is insanely frustrating. Combine that with the high cost of shipping and returns...and basically I don’t have much incentive to shop TRR. The bugs are always related to my feed. Saved searches disappear WHILE I am scrolling down my feed, and they will reappear if I force-close the app and re-open but then they disappear again. Random ones. I just searched for a designer and there’s one item available and a lot of items sold, I saved it to my feed and it says, “Nothing available.” A search for a different designer - only sold items show up - I save the feed and it shows up as normal (showing me all the sold items). It’s just a super unpredictable and buggy app. I’ve also emailed support with suggestions (1. Filter loved items by “sold”, 2. Return from a loved item “detail” view to the same spot in your loved items page instead of back to the top). I’ve waited more than a year for those features... This app is just a hot mess and is increasingly frustrating to use..Version: 2.32.0
✓ Express checkout needs workI just placed this order through the app and it never gave me the chance to look at or update my payment details or my address that were apparently stored during checkout. I no longer live at that address and it was using the wrong credit card! There is also no way I could see to update these details through the app. Now a stranger is going to get my order and I don’t know how to get it back.Version: 2.28.0
✓ Update keeps crashingThere was an update yesterday not the app keeps crashing!! Try again.Version: 2.37.0
✓ Wish I could give it zero stars.It’s the worst app and it keeps getting worse. I’ve been a TRR customer for years, and I am hardly ever on my computer so I rely on the app to do my shopping. Once you put an item in your cart, you only have 15 minutes to purchase. No problem. EXCEPT, if you want to buy multiple items from your favorites, the app keeps refreshing so that you lose your place, taking up precious time trying to find where you left off. It’s especially frustrating when you are trying to put a whole outfit together and every time you click on an item and then want to go back to all your favorites, the app takes you back up to the top of your favorites, not where you left off. 2. If you’re just looking at all your favorites and let’s say you’re 15 items down and you click in and out of a photo and the app refreshes, you can have to start all over again to figure out where you left off. 3. Even worse, if you filter least expensive to most expensive, or vice versa, when the app refreshes, your items are no longer in the sorting order you chose. It is absolutely frustrating. 4. I just updated the app and now when I try to filter my items by color, the app has whited out all the colors. It’s a shame that such a great website has an absolutely horrible app when so many people use their phone rather than their computer for shopping..Version: 2.77.0
✓ Unhappy ConsignorConsignors BEWARE! I was initially really happy with this site as a buyer but after using as a way to consign my designer items, I am hugely dissatisfied. They have “lost” 3 of my expensive designer items. The first item was “found” and returned to me finally after 3 months, but looked like it had been worn and had makeup stains on it (I originally sent it in clean and freshly drycleaned). Two other items are still “missing”. When I call and email, TRR responds with vague responses saying they will look into it, but it has been months now that my items have been missing and they are no longer responding to my emails or offering to compensate me for the hundreds of dollars my items are worth. THIS IS THE EQUIVALENT OF THEFT! The items that have sold are often discounted very quickly on the site to prices very low and that I did not approve. TRR has made a lot of money off of my items but has mistreated my trust in them. There are other ways to sell your designer items. Don’t use this site!.Version: 2.61.1
✓ Charged my credit card way moreAbsolutely terrible customer service; they don’t respond to questions/comments. The purchase amount I agreed to pay at time of purchase was much lower than what was taken from my Visa. Won’t shop here again..Version: 2.53.0
✓ Terrible serviceI would not recommend purchasing from The RealReal if you are based outside of the US. I received an item that didn’t match the description online. When I went to return it, I found that the return window had closed prior to the item even being delivered. I have spent weeks emailing The RealReal about this, but the customer service team has been incredible unhelpful and unresponsive..Version: 2.63.0
✓ Used to be great, quality & customer service has gone hill drasticallyI love the concept of the RealReal. Occasionally you get a score. However as of lately I have had numerous issues with them. Items have been consistently misrepresented on the site. Items are described in great condition but upon arrival have considerable flaws. Customer service is not consistent and severely lacking. Example, I received a coat that’s condition was misrepresented. I contacted them and requested a repair. I was informed over the phone that they would not repair it but after contacting their chat three different times was given three different answers. Finally an agent agreed that a repair would be covered then after I had the repair and sent the invoice they claimed that was not possible. Only after calling and making a fuss did they make an “exception”. This was after two separate representatives promised that this would be honored and gave me a fake case number. Another example is recently I placed a large order, two items were missing, one item I did not order was included in the package and another dress arrived in a disturbingly soiled condition. This was a $500 Valentino dress. I was appalled. They offered to remedy this by not charging for a return label. However these mistakes and oversights have been a consistent trend as of late. They really need to invest in their warehouse protocol and customer service and put less money/energy into their branding..Version: 2.64.0
✓ What the point of this app if you can’t buy anythingI’ve never had to work so hard to buy something. I placed an order and the next morning I got an email saying the order had been cancelled. I have no idea why. I did not cancel it. I tried reordering and got a few different error messages, including card decline, which I knew was not the case. My partner tried order under a new account and card, same error message. I emailed customer support, but they take a day to respond to every email, so unless your question can be answered in one email, don’t even bother. I then called, but they told me it was too late in the day for them to help me and that they would call me back. They never did. So after going back and forth with customer service for almost a week via email, I called again. I was on the phone for almost an hour, and nothing was resolved. They did tell me that I should place the order only through chrome, not through the app or another browser. What is the point of an app you can’t purchase through?? Finally I made a new account under a new email, and ordered the item in a different color (with the same card that was being declined on the other order). That finally worked (for now). Who knows, I could get a message tomorrow saying that the order has been cancelled. For a company that touts themselves on luxury and concierge service, this is just embarrassing..Version: 2.50.0
✓ As a seller & buyerAs a buyer, the real real prices are okay, they do tend to be on point with their product descriptions providing confidence on what you’re buying. The shipping is also fast & secure. I will definitely continue to purchase items from them. As a seller, I don’t recommend at all. I started off with 20 designer pieces to sell, everything went good first two weeks until someone made a return which I had no issue but the refund was taken twice. When I tried reaching out to support to understand why the refund was taken out twice they couldn’t provide me with any answers leaving me with the only option but to take all my items back from them. For example if my payout for the month was $700 after the legit return it should’ve been $600 but it was taken twice so it came out to $500. They couldn’t explain this in any ways possible to me. Huge red flag for me & I didn’t want to leave my items with me if they would play with my money & then not be able to do the math to understand they messed up..Version: 2.69.0
✓ Iphone app keeps getting worseI have been using the RealReal app for 9 years and it has only gotten worse. It started off being a fast, user friendly interface and now there is always a glitch. The glitches have only become larger and more disruptive to the user experience. On a few occasions the technology hasn’t been useable at all, nothing loads and you get a pop up message “Not Authorized”. One example, I haven’t been able to view “my sales” in the app for about two months. The screen stays stuck on the loading circle and nothing happens. Also, the quality of photography and presentation has gone way down hill. I’ve seen clothes put on the mannequins backwards or upside down. I’ve seen mislabeled designers numerous times, as well as mislabeling which article of clothing it is - calling a romper a dress. Each example above only hurts the Seller’s chances of it selling quickly at a higher price. I’m giving two stars because more times than not I am very pleased with their customer service..Version: 2.85.0
✓ DO NOT USE THIS APPI 100% do not recommend using this app, especially as a seller. I made an account here about a month ago to see if I could sell two pairs of designer shoes I had. I saw that the high commission wasn’t for me, and decided to bring my business elsewhere. A few days later I get an email saying “we got your items!” I was so shocked because I had NEVER sent anything in. They had put someone else’s items on my profile, as if I was the seller. If I wasn’t an honest person, I could have made money off of someone else’s clothes!! I immediately messaged them and requested they remove the items. At first they did not do it, but then they finally removed it. Today, I got a package for them with a sweater I NEVER ORDERED. I don’t know where this sweater came from, but to have such deep disorganization in a marketplace that sells luxury goods is baffling. They sent me someone else’s designer sweater! Waiting for them to do something but this is totally unacceptable..Version: 2.78.0
✓ ConsignerThis place is pure trash we had a bunch of hi brand expensive items many of them even had tags being brand new it was 15 different name brands all of which were on their list of designers that they except I checked each one one by one and it was on there the lady told me to pack it all up and get it ready to ship to them then after I spent all day going through it and packing it up nice and neat then she messaged out of nowhere and said for me to send her the list of all the designers so I did some of which were Michael Kors Calvin Klein Salvatore Ferragamo Hugo boss Balmain BugatchiRalph Lauren banana republicPerry Ellis Kenneth ColeTom Ford Thomas pink Bloomingdale’sSaks fifth Avenue and and bogosse and after I sent her that list she just messages back and says sorry we don’t take any of those are you freaking kidding me! Every one of those designers is on their list I even told her that and then she said sorry we don’t take them and she was even kind of rude when we were on the phone with her but that is completely ridiculous 15 designs and telling me you don’t take not one of them not only am I going to find another consignor I’m gonna make sure everyone I knowKnows about this.Version: 2.53.0
✓ Terrible managementI have put a lot of jewelry at TRR and each time I put a lot in there, there is less and less rhyme or reason to how they do anything and price. Makenna who handles my account in Arizona told me I would get 75% when she collected my last two batches of jewelry. I should be at a minimum of 70% and TRR is all over the board with my percentages. Makenna doesn’t text back or return calls as this is my fourth time contacting her. When I called in, the people that are answering the phone have no knowledge of anything and then they tell me all management is not in? I know this is a public company and should be a concern for all stockholders. I had hoped management would have changed by now, but do not see that is the case.I would consider me a great consignor and the customer service has been anything but poor. I am frustrated and tired of sitting on hold to get no answers by the people that work there and have no training..Version: 2.72.0
✓ Why so expensive?!?This app is great but when I went to the bags You are still having to pay a lot of money... I mean I would recommend but don’t get to carried away..Version: 2.20.0
✓ Takes forever to shipOne of the items won’t ship and the customer service people keep telling me to wait 48 hours for a new update. I’ve spoke to 4 people within a week and they all gave me the same response rather than tried to solve the issue. Really unhelpful and disappointing robotic-like service…..Version: 2.71.1
✓ Hit or miss.I’ve ordered from here several times. Typically things are as described. One Prada purse came with broken zipper, it was less of a hassle to buy it again than go through repair process. I continued to buy from TRR, thinking TRR must not have seen zipper was broken. Hit or miss. Then I bought a purse for a little over 400 dollars that was described as “ in good condition “ the purse arrived and it was in unusable condition. There is no possible way anybody would use it. The purse was severely cracked and handle was cracked and shredding. TRR had said the pictures showed cracking. There is no way I would have purchased a purse in that condition especially with the handle cracked and shredded. After long discussion I was told that I can return purse for store credit. I was not told that TRR would deduct approximately half of what I paid over $200 in fees for return which is exactly what they did. Most items I buy on site have been non returnable and they are not inexpensive. I can’t risk my money and just hope I get lucky and item is in good condition and have no true recourse. So I will not be spending my money here anymore..Version: 2.68.0
✓ Too many errors to be functionalEvery time new items drop at 10am and 7pm, I get errors and have to re-sign in multiple times to be able to view the new items, and this takes up so much time that I miss out on buying the things I want. Totally useless app, stick to the desktop version..Version: 2.74.0
✓ DeceptiveI have purchased a few items through them and consigned one. Every time I have bought online, the items have never come in the condition listed on the site, resulting in me asking myself: “okay, can I live with this?” Most often, I just don’t go through the hassle of returning. Now, if I ever see something I like online, it has to be in the SoHo store where I can look at it. Still, I have found pristine items with tags at the store are often not pristine when I arrive to look at the items, though they may still have the tags. Excellent items, which they deem to have no wear, are often not the case either, just by zooming in on each of the photographs or using the store method. Be very, very careful of this when purchasing online. If you want a bargain, end of season sales with the designers and the department stores are often your best bet. You have to have the patience of going through the racks virtually or physically. They often get the price to cheaper than TheRealReal during the sales, sometimes even when TRR has received that same item themself..Version: 2.29.0
✓ Check your productsI encourage anyone who orders from here to check your products thoroughly and compare them to the order you made. I ordered one particular item and they sent me something that wasn’t even the same colour or material. When I reached out to customer service they told they will look into it and I still have not heard back from them. Make sure your products are what you actually pay for..Version: 2.50.0
✓ 🙂🙂🙂🙂🙂I found nothing interesting then I deleted this app, they send five emails per day 🙃🙃🙃🙃🙃.Version: 2.7.4
✓ Ok, not as good as other luxury consignment appsYou can find some steals on here, but I find that they don’t show the true quality of the items in the pictures. For example a pair of boots I bought conveniently did not picture one half of them, and they arrived heavily scuffed. I also wish they were more transparent with the cost of additional duties and taxes like other apps are. If you live outside of the US then it will cost at least $100-150 more than the listed price..Version: 2.72.0
✓ Terrible customer service, great clothesMost of my wardrobe is from this site. I love all my finds, but the ui and the customer service is not all there. I bought my literal dream dress— a black lace dress with a beautifully tailored black silk slip underneath. It was pictured with the slip and priced as though the slip was included. However, I received no slip. The dress is lace and completely see-through; I was unable to wear it when I got it. When I contacted customer service, they said they would check with the warehouse. They said this three times over the course of two weeks and didn’t follow up all three times. They said that they could take the dress back (which costs money to send), but I did not want that. This was an important dress to me, and I couldn’t just buy a new one because it is vintage. I wanted the slip or some kind of credit to buy a new one. I paid for a VERY expensive dress that I received HALF of. Customer service never even acknowledged that they never sent me an integral part of the dress that I paid for. I had to purchase a new slip for an expensive dress that should have already had one. Extremely disappointed since I spend so much money on this site and they don’t seem to care about their customers..Version: 2.85.0
✓ Slow loading times and questionable UX decisionsThe load times for certain screens is pretty bad, particularly the cart and Obsessions. Not as glacially slow as before, but still often 4-5 seconds or more. For times when one has to be quick on the draw, I’ve learned to never EVER tap on the cart icon unless I wanted to stare at the gray spinning icon for ages. Yesterday I noticed that the app no longer shows sizes on search pages or in your saved searches. I don’t know if this is a bug or some dumb misguided scheme to increase clicks/engagement but it absolutely ruins the browsing experience, because there’s no way to tell if an item is in your size from looking at the photo. It’s extremely frustrating. Fix your mess, TRR developers. I hope somebody reads this review, as it’s actual feedback about the app that needs fixing, not complaining about commissions or fakes. People can’t seem to separate the service from the app on here..Version: 3.0.1
✓ Good site, bad appI love theRealReal, but the app itself has a ridiculous and unforgivable flaw: when you hit the back button, it doesn’t take you back to the last page you viewed (like every other website/app ever) but all the way back to the home page. Which means if you search something, click on an item, and then click on the brand/designer to see what else is available, you can’t go back to your search results. The back button will take you back to the home page. What? This is especially annoying if you’ve narrowed your search down with various filters because you have to re-enter it all in a new search. I am in the habit of quelling my curiosity and not clicking on brands when browsing bc I won’t be able to get back to my search results without doing extra work. The only justification I can imagine for UI this bad is that it encourages you to save your searches (which ostensibly encourages you to repeat those searches). It’s dumb, and it hate it. That being said, my buying experiences with the app have been great..Version: 2.37.0
✓ Worst customer serviceI ordered an item to Canada not realizing I’d be paying +50% of the value of the item in extra shipping and fees. It would have been almost the same price to just buy new. And, their customer service team was horrible - took 30 minutes of waiting for them to tell me I should have known before buying. Will not be shopping with them again..Version: 2.92.0
✓ VanityIf you are vain, self conscious and completely full of yourself this app is for you!.Version: 1.6.1
✓ You will be penalized for trying to use your store creditSo my experience with TRR has been extremely frustrating to say the least. I had $75 worth of store credit on my account and I was very excited to make my first purchase, that would’ve hopefully been the first of many. However my order was cancelled just minutes after placing it, not once, not twice, but THREE TIMES after trying to buy the same shirt. After the third cancellation with zero explanation as to why the order kept getting cancelled, I saw that my store credit was not returned to me. I reached out to TRR customer service and was told that my account was flagged for fraud and was under investigation. If I was given some sort of explanation as to why the order couldn’t have been completed, I could’ve corrected the issue on my end. After trying to resolve the same issue for the third time, I was given $25 of store credit back onto my account. I have no respect for a company who provides credit to their customers, and has no intention of reinstating that credit when an error is made on their end. Thank you for making my first time on this platform one of the most infuriating shopping experiences I’ve had..Version: 2.86.0
✓ Absolutely Fake and ScammingThe most worst website or app, seems very fake and scamming.Claiming such less prices and trapping the customers, when asks for refund they play games, we forwarded to the team, the team will respond to you, but in truth every thing is fake and scam. Please and please do not buy anything on this website. All the good rating is given by their own workers and they are all fake reviews. I purchased a watch and asked for refund before it gets shipped to me ,but they started playing games as they need the courier service to return the item and they process the refund which eventually haven’t happened by the time I were writing this review. PURELY ORGANISED FAKE AND SCAM WEBSITE. PLEASE STAY OUT OF IT..Version: 2.71.0
✓ Unbearably intrusive sales attemptsI requested to sell on the app but had to discontinue halfway through. I intended to come back until I fully prepared with all the items. However, since then, I've been bombarded with more than 40 texts and voice messages from 5 different sales representatives within just 7 days. They’ve been consistently inquiring about pickup services. Some disregard my time zone and call during the early morning. Maybe their primary app user demographics are those who prefer human interactions. But personally I found that approach being way too intrusive. The mere fact that I initiated the process on the app should have indicated that I was comfortable proceeding without those assistance. And I highly doubt that this level of customer engagement will persist once they determine I'm not a high-value customer. The company needs to take steps to understand and respect the mentality and behaviors of Gen Z?.Version: 2.96.0
✓ Worst customer service - they don’t care about their clientsI’ve been a VIP seller for years with The Real Real - I am extremely unhappy with their customer service and I wonder if they treat their supposed VIPs this way - what about other people. They discount my items without my authority and undersell things even though I have consistently made it clear I don’t want my items prices further reduced. My account rep never texts me back - he could care less - I’ve called several times to resolve issues with my consignments and no one ever gets back to me. I really don’t suggest anyone’s consigns with The Real Real - they are a nightmare to deal with and no one will ever get back to you if you have an issue - even if you are a VIP client like myself. I think the company has the worst customer service and they just don’t make an effort to help their clients at all. Stay clear!!! They are horrible. I’m so frustrated and unhappy with the way they have handled my large account..Version: 2.80.0
✓ Pictures blurry and save searches glitchPreviously these were not issues, but with some update the app got worse. I can’t see high quality detailed images easily and every time I try to access my save searches it glitches to only show me half of my searches until I reopen the tab. I actually stopped shopping at therealreal due to my frustration of the app making shopping more difficult than the competitors. If an item is selected from the favorites tab, the images are insanely blurry as if it just zoomed in on the display icon instead of opening the higher resolution images. Even adding to cart and opening from there displays blurry images. Only opening the same item in the saved searches or from a search shows the normal higher resolution images. The saved searches won’t let me scroll to see all my searches anymore in one scroll. Once I reach the bottom of the page I can only see the bottom 3; it stops displaying the ones I just saw and misses any searches between it and the bottom 3. Additionally, when I click a saved search then go back, it start me back at the top and I have to go find where ever I was at before. This is really really annoying because I would check this regularly to see if any item I wanted to purchase was added but this is now useless.Version: 2.71.1
✓ How the great has fallenI used to be an avid RealReal consignor and shopper. I am a VIP seller. I no longer sell on the site. The greedy change in the commission, the constant mistakes in undervaluing my consignments and the “experts” listing and photographing women’s items and men’s and men’s items as women's. It doesn’t take a degree in fashion to see a men’s Dolce & GABBANA tuxedo isn’t not a women’s “pantsuit” and should not be photographed on a female mannequin. The size label, fly and rise in the pants and where the buttons are place. The same is true for three of my Loro Piana women’s sweaters that are listed and photographed as men’s. It’s been two weeks since I spoke yo my rep and it’s are still not corrected. The same issues hold true as a shopper. Prices have gone too far up, promotions to shop are less often. When I have made a purchase, 80% of the time the item had a problem such as wrong, wrong measurements as incorrect description. I always take the time to point out the problems do the next buyer doesn’t have ye same issue and the consigners item isn’t constantly being purchased and retuned thus selling for less. The piece always get immediately re listed. Speed wins over attention to detail. Shame on the people running the RealReal. Your reputation as luxury consignment shop is no longer accurate..Version: 2.99.1
✓ The worst possible customer serviceThey’re super disorganized and I can’t count how many errors were made in the handling of my consignments. 1) They sent me a shipping label for a country other than the one in which I am located, and the parcel I had taken to UPS was denied, and I had to take it home and wait for them to issue me a new label. 2) They straight up lost a Gucci necklace I sent to them and just straight up didn’t mention it to me. I had to contact a service rep to even get a case opened about it. 3) The consignment agent I was assigned just straight up stopped responding to my calls and texts midway through the consigning process and no one has explained anything to me about it. Did she get fired? Am I no longer eligible for an agent now that TRR has my items? 4) I recently got a pop-up telling me I had a discount code I could use on the app, and when the code didn’t work, I contacted customer service, providing a screen cap of the pop up. They told me they needed a screen cap of not just the discount code offer, but the offer on a screen where my email ID was visible, otherwise they would assume I was lying. It’s now time for me to be paid for the items I sent them a few months ago, and they’ve just rolled out a new policy where if you don’t have a bank account in the US, you have to pay $10 (!!!!) each month to have a cheque mailed to you. I only made $14 this month. So… Please avoid this terrible app/site. The Real Real doesn’t care about you. They don’t care about me. Anytime I go to them for help, their customer service team says stuff like: "it CLEARLY says right on the pop-up…" Just garbage service. Please do yourself a favour and consign with your local thrift shop. 🤍.Version: 2.80.0
✓ Picture pleaseNo matter how hard I try the front screen of the app won't appear. It shows the app as a development.. I use an iPad air 2 please fix x.Version: 1.8.4
✓ Seller Beware!This app is designed to accommodate the buyers. As a seller you have little to no say on your items. Photographs condition etc are completely up to TRR. Be prepared that if your item sells the buyer can return it and the window to do so is 14 days. If your item happens to sell without complication you will have to wait till the 15th of the next month to receive payment. Also, be prepared to have your items deeply discounted on a waterfall sale. They start out with automatically dropping the price within a week of your listing going live. (Which it can take them as long as a month to photograph and get onto the website). You will watch as your expensive designer items go from 20%off-80%off. For a buyer its amazing to snag a designer item for a 10th of what its worth. Their commission rate is tiered depending on the listing price so that is a whole other layer. Overall if you sell to TRR keep your expectations low on the whole process and be prepared to basically give your items away!.Version: 2.93.0
✓ Constant log in errorsIn the past few weeks it’s been impossible to log in via email or any social login option (I’ve tried them all). As you can only browse once you’re logged in - the app is now useless and I had to delete it to be able to use the website on my phone without constantly being redirected..Version: 2.66.0
✓ Latest update keeps closingDownloaded latest update. Shuts shuts down while it's loading. Please fix this bug as I love shopping at your site.Version: 1.7
✓ AnnoyingForced to update!.Version: 2.0.1
✓ Customer service patheticTried to buy a Dior hat, no size listed. Contacted staff via chat. Told me they would get back to me. Never did. Sent an email. No reply. Sent another email no reply again. Contacted again via chat. told they would get back to me. Never did. Contacted staff via chat again, they gave me the radius or diameter, I told them I need the circumference. Promised to get back to me again. About a month later and I still don’t know the size. This should have been listed with the product all along just like Dior does. I’d hate to have actually bought from them and had a problem if this is their customer service.Version: 3.1.0
✓ The new update is terribleThe saved searches went missing, then they reappeared, and now their missing again. So unreliable and unhelpful.Version: 3.2.2
✓ So-soI bought quite a few items, but in the end, when I looked at, I only really liked about 40%. Every designer has duds. Like Prada velvet heels—looked good in photo, but when they came. Did not look like impressive. Not anything I would buy normally. And either not returnable or postage too high from Australia. Ok for scarves but anything else I’d give a miss.Version: 2.26.0
✓ ScamThey sell you things that don’t look anything like the picture which you incur ridiculous COD charges on and then they don’t compensate you for the charges incurred because of their misleading/fraudulent depiction of items. Support does not have basic reading comprehension skills. Terrible experience..Version: 2.85.0
✓ Dishonest business, almost fraudMarked as new with tag, received item has stain and wear sign, button was tear off. They agree to accept return and give full refund. After they received the item, they refund as site credit only and deducted shipping. We lost money from their cheating. Whatever you will see here, it is not worth your money and time. They post brand new product photo only, not what you will receive. It is a business fraud!.Version: 2.70.1
✓ DisorganizedI have been purchasing items for at least 10 years. I have been pretty happy with everything and the service was pretty great. However I had an issue with customer support when I contacted them about how they list shoe sizes. I’m not sure what size I will get. I purchased a pair of Alexander McQueen shoes. The ad shows size 12. In reality they are a size 9. According to the chart they provide, it says that a 42 is a size 9. I’ve purchased a few pairs of Gucci and have the same problem. The size in print says 11 1/2 but on the shoe it is marked differently. If the shoes are marked 10, 11, 12 then the shoes are in American sizes. If the shoe size is 42,43,44… they are European sizes. It is not that difficult to follow the numbers on the chart and put the correct sizes on the listing. I was I. A chat yesterday for more than an hour trying to explain this to someone with 0 understanding of how sizes work. Make sure you know your shoe size for different countries and check before you order. The people that work there have no idea how to accurately list the sizes..Version: 3.6.0
✓ My TRR GONETaking away the My TRR tab gives me a good reason to not bother coming back. They’re forcing me to start a new search every time. I’m looking for specific items. Clearly they want me to impulse buy. My impulse is to go where I can find what I want..Version: 3.3.0
✓ I used to like shopping on this website!When I first started shopping TRR. It was great. Shoes,bags.etc were good deals. Brand name slightly used but in great condition and prices were reasonable. Now I find the prices are way too high. Especially being Canadian and having to pay duty and taxes on top of the price. It’s cheaper to buy the item brand new here at home than to buy it for more on TRR used. Just my opinion..Version: 2.37.0
✓ Inaccurate listings, don’t trust what’s listedI purchased an item from this app that was inaccurately listed as being from a designer label. The listing also said the item was in excellent condition. When the item arrived it turned out to be the diffusion line, not the designer label. There is a very big difference in price and quality between the designer label and the diffusion line. Additionally, a large button on the item was mostly broken off, which was not indicated in the listing at all. I would not order from this website as you cannot trust the listings and they won’t help you if the listing is wrong. Do they even know the difference between a designer label and the diffusion line? It seems that they don’t, even though they market themselves as experts who can vouch for the legitimacy of designer items. You also have to pay a huge shipping fee and duties, which you can’t get refunded if there is something wrong with your purchase. So even if you return something you’re throwing this money down the drain. Overall this experience is just not worth it.Version: 2.41.0
✓ TerribleI bought two items from trr. A supreme hoodie (200C$+)and a Raf Samons backpack. The delivering fee is extremely high which is 40Canadian dollars and I have to pay the fee which is 80dollars. At the moment I opened the box, there only a hoodie in it. Which means the second-handed hoodie is 320c$. And i don’t know why the price tag in this item is 144$ and someone used black mark pen to cover it. I sent the email to ask them and it’s been a day without any reply. Until now, I haven’t received the backpack. I would like to say that the app is good for domestic customers and not friendly to international customers. Won’t buy anything from here in the future. Terrible online shopping experience ever :(.Version: 2.11.0
✓ Once upon a time TRR was a reliable way to shopNow they get so much clothing categorize, describe and price that they barely pay attention to the item in front of them: Cardigans described as plunge necklines, Double breasted jackets or coats described as pea coats, butterscotch described as yellow and even navy described as black, Incorrect measurements and sizes that do not correspond and condition of garments inaccurately described such as fading and pilling where there is none. It is now impossible to buy a garment without wondering the size and condition, and with the shipping charge increased, it’s not a pleasure anymore to try, and it is impossible to consign without wondering just how inaccurate the item will be described. Everything has its moment and TRR’s has passed. Updated review: Your response that my above poor review will be “sent to management” is further proof that I will receive no response from “management” because there is no true concern that my poor review will make a dent in the TRR machine that it has become..Version: 3.2.2
✓ Don’t botherI brought boots into a Manhattan location. They took them and explained the whole process. They were so polite and I felt really good about my choice using The RealReal. That’s where the niceties ended. The size was listed incorrectly. Twice. I couldn’t get in touch with anyone. I felt ignored. I finally reach someone to get the merchandise back and now I have to wait a month for it. A month. It will most likely be too late to sell them anywhere else because of the changing seasons. The person who finally got a return going was rude btw. I can’t recommend doing any business with them. This has been the worst experience I’ve ever had. Pay retail. At least you know what you’re getting and it’s a nice experience. Also when you sell if they offer a discount that comes off your end. You’re lucky to get 5% of the original price back. I did receive my boots back much sooner than expected. And there’s a damaged spot that didn’t exist when I attempted to consign with them. Even more disappointed now.Version: 2.63.1
✓ Awesome for buyers ONLY, do not consign!!Consigning with The Real Real is NOT WORTH IT. Buyers are happy with this site at the consignors expense. As soon as I even inquired about consigning, I was bombarded with phone calls and emails daily. When I did send in my items, I was still getting daily calls and emails asking me to send in more items. To give credit where it’s due, any of my questions were quickly answered, and I was removed from the contact list when I asked to be. My items took over 6 months to sell (yes they were good quality, trending items), and only did so after the items went on sale for 50% off without my consent or being informed, on top of which, apparently coupons can be used. I’ve received $13 for 3 separate items that I’m confident I could have sold on Poshmark or eBay for ~$50 in a couple months time. I’ve had an incredibly long, annoying, disappointing experience as a consignor. I used to love buying from TheRealReal, but now that I know it’s at the sellers expense, I can’t shop in good conscience anymore either. Never using this site again..Version: 2.26.0
✓ Garbage appSo apparently they have a new CEO after Julie was ousted or left? It’s mind-boggling that they say they create new updates on the app however nothing has ever changed. I’ve been a customer now since they started and this app and website have had no significant changes. You can’t toggle back-and-forth between certain searches and resellers use bots to get items (thanks technology). Or people on the inside see which items are listed and they buy them for their selves to resell or tell friends. It’s really obvious at this point as they immediately go in carts and then I see them weeks later on eBay for 4 times the price. So in most searches items are already in carts as soon as I refresh the browser at 7 AM and 4 PM. Also like others say they hound you to sell and then it takes forever to sell items since people can wear and return them and you have to wait until payouts..Version: 2.92.0
✓ Commission paymentI’ve done a good amount of business with The RealReal, both buying and selling. Last month, I’d sold a couple of high-priced items for which I was granted a 65% commission with an extra 5% “loyalty” bonus. That commission remained the same for about 3 weeks until about 5 days before the payment was to be made, when the 5% bonus was reduced to a 1% “influencer” bonus. I’d called to ask why this happened, and did not get a clear answer, and was told to wait for the payment to be made to see if it is correct. The payment was made today for the lesser, incorrect amount. I’m currently waiting to hear back from an agent, but this experience is terrible, as I’ve spent a couple of hours trying to resolve the problem. It shouldn’t be this complicated, and there shouldn’t be changes made to commission payments that benefit The RealReal, rather than the client that is giving them business..Version: 2.92.0
✓ Lost all consigned items and no answers after six monthsI only consigned with them once and all the items are lost. No answers so far I consigned nine high-end items last August. They came to my place to pick them up. Ever since these items have been shown as “in transit” on my account. Four months later still not hearing about anything, so I reached out. It’s been two months, their investigation has not gone anywhere. Instead, they have been asking questions about the details of these items and even asked for pictures. How could I have pictures for items that I already consigned… the concierge took a bunch of photos when they picked up but I’m not sure why they don’t have them. Now it just seems like they continue to delay an answer. It is truly heartbreaking- although I don’t need these items but I had emotional attachment once and hope they end up somewhere nice. Not knowing where they are is just like the worst feeling.Version: 2.80.0
✓ Buy from here, but Don’t Sell here!!Items I’ve purchased have almost all been really great. Shipping has been quick, most of the time, and I’ve only ever been truly disappointed with one item. That said, I have consigned a number of items with them, all of which I sent at the same time. I was not given an option or an opinion, on what my items would be listed for; not to mention whether they would be used in a sale, and then 20% off on top for some things... really disappointing. I consigned a nearly new (I wore them 2 times) pair of YSL gladiator sandals, and my consignment check was for $80 for a pair of $650 shoes. A designer monogram tote, was sold in a specific brand sale, and my consignment check was just over $100 for an $800 bag. So, if you’re looking for a good deal, it’s great, but if you’re planning to sell your items, you’re literally only going to get pennies on the dollar for what you spent. Sell it somewhere else!!!.Version: 2.24.0
✓ Deleted right awaySo I herd this was good for discounted designer stuff so I downloaded however Iv discovered you have to make an account to see products I don’t like this as I just wanted to browse at the moment with out signing up to it so I deleted it right after downloading sorry not for me.Version: 2.49.0
✓ New updates are badApp runs slower. Impossible to find saved searches. The new update makes this harder to use..Version: 3.0.1
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