The RealReal

Great selection and all the items are in pristine condition even though they're pre-owned. The only problem is that you can find plenty of these same luxury products sold elsewhere for literally half as much. It's up to you if you want to pay $1000 for the convenience of getting it that day versus much less buying off of grailed or ebay.

Sent in 2 watches for consignment, received one back damage! It appears that they swapped out my leather bands leaving me with a worn out ripped band on my $4,000 watch! Immediately call customer service who quickly informed me that it takes 8 to 10 days for a response, it’s been 23 days since receiving damaged watch back and still no resolution! When I called to inquire they responded that my case was closed. The customer service agent attached my case to a watch i consigned last year and photos don’t match, obviously! When I immediately called out the issue I was told only to deal with one agent by the only agent that assisting me! The consignment concierge‘s offers no assistance, not even an apology! This is the same concierge‘s that called me on a daily basis looking for consignment opportunities! He sense has ghosted me offering no help! You’re better off selling your items on offer up then using this “lux platform” 🙄 First photo is how the watch was picked up the second and third is how it was returned! Frustrating and disappointing…. DG

For the browsing experience it was great. The store is 2 huge stores, women's and men's, and a cafe. Clean, bright and well organized with a lot of staff.

in store service is great, but their online/Headquarter service is ABSOLUTE TRASH. 1) My consignment is supposedly sold at a certain price but got sold under that value that was promised, meaning less commission. 2) Item takes forever to be appraised (after they received, not the appraisal on site) and be put on sale. 3) Items mysteriously get SHIPPED BACK to me without my consent. now i gotta wait all over again for their appraisal.

I have been working with TRR since 2017 and have had NO problems at all online but my in store experience was down right horrible. I arrived at the store just as they opened at 10:25am and was looking at some Rolex watches. Three salespersons were in that area only one made eye contact but then went back on his phone. I was not offered any extra help nor offered any other assistance. Also, I made arrangements with my most AWESOME luxury manager (Irmena) to do an in store drop-off. While in store today for my appointment I did not meet with the brand specialist who was my point of contact (Christina) instead I was referred to the drop off counter to check my item in. I understand that we all have bad days but I gave this brick and mortar store two chances and both times were a Fail!!!!

Don’t send your consignments or you will lose them all and not getting paid! I dropped off my consignment two months ago, and during this time, they’ve been saying that they are checking on it and will pay me according to the information I sent to them if they can’t locate the consignment. However, in the end, they just told me that the label was never used!! Excuse me?? After two months of emailing back and forth, this is the answer you provided??

I had a wonderful shopping experience with Celia. She is so knowledgeable and kind. I live over an hour away and I will definitely be coming back because of the way she helped me.

Highly disappointed. 2 pair of Gucci shoes one pump and one heel. Both worn maybe for a couple hours because they hurt so bad. They under sold these gems and paid me $200 for both. You will be better off selling yourself. I feel VERY ripped off. They sold the pumps which I paid double the amount cheaper than the 5 inch chunky heel. NEVER AGAIN!!

I had a wonderful 1st meeting with Kaidon Ho at The Real Real about the items I brought in to be sold... and learned so much from Kaidon...who is a great representative of the integrity and knowledge of designer and fine clothing that makes TheRealReal so different... Thank you Kaidon...I look forward to working with you again soon. Barbara B

I've been a loyal TRR customer for years, both buying and consigning items regularly. They have this referral program that rewards both existing and new customers with store credit. I referred my boyfriend, he opened his own account and after consignment we both received credit. Since he didn't plan to purchase anything, he let me use his credit to buy an item I liked -- paid with my Apple Pay and shipped to my address. However, TRR suddenly blocked his account, took away his credit, and claimed that people from the same household cannot refer each other. I found that policy confusing and tried to communicate with TRR's team multiple times. Instead of having a reasonable discussion, TRR closed his account permanently and then blocked mine as well, forbidding me from any future transactions. This reaction felt overly harsh and unnecessarily personal, especially toward a long-time customer who has always played by the rules. I understand the need for policies, but this kind of blanket punishment -- without genuine review or open communication -- feels unfair and unprofessional. I hope TRR reconsiders how it handles loyal customers and is willing to review my case fairly. I've always respected TRR as a leading resale platform, and I would like to continue buying and consigning with them in the future.

THEY SOLD ME A FAKE CHANEL!!! DO NOT SHOP HERE!!!! I purchased a Chanel bag in store here at this location. I later decided to reconsign it there at the same location and it got denied for "Questionable Authenticity"!!! When I tried to get this issue resolved with their customer service team they told me that they couldn't authenticate the bag because there was no serial number!! SO HOW DID YOU AUTHENTICATE THE BAG BEFORE YOU SOLD IT TO ME!!! I will attach my original receipt here below! 5k down the drain!!!!

i've been to The RealReal three times now to consign my luxury items. I've only had good experiences, so will definitely continue to use them. I've also bought preowned luxury items on The RealReal website and mostly had good experiences, but this review is gonna be focused on the brick and mortar location. There is a parking garage with some spots underground, be sure to get your parking validated inside as you leave the store. The staff here is always incredibly nice, and they stay friendly even when there's a long line and they're very busy. They're able to check items quickly and efficiently to get in and out when consigning. As a seller, you don't know always get what you think your items are worth, but that's the way it goes in resale shops. They're doing all the work for you while you just collect the money, I find their rates fair. If you like fancy things like I do, buy preowned to keep waste down. :) Buying from The RealReal is a safe luxury experience because unlike other places they check and authenticate everything that comes in.

It hasn't been a good experience from the moment I shipped my item. I shipped a BRAND NEW, NEVER USED bag. I was told I'd be receiving around $1100 since it was new. It was listed for much less and therefore paying out the lowest amount possible. I could have sold it myself so much more than $829. The entire experience has felt like a scam from the time you promised it would be listed to the amount you said I'd most likely be paid out. I will never do business with you again and definitely wouldn't be comfortable or confident referring you to anyone I know as I wouldn't want them to feel the same frustration. It's unfortunate bc this could have gone a very different way. The only positive thing I can say is the simplicity in the process of shipping the item to you. I wish the entire experience went as smooth as that did.

Beyond rude staff I cannot believe how rude and aggressive their staff is They also sell fake items that were never authenticated or they don't know how to tell a fake from real

I was searching for an Effy diamond necklace and found it on the Real Real for a great price. The piece was authenticated and absolutely perfect !! Thank you.

I love this location. I usually find men's shoes/clothes. Staff has been really helpful too. Some items I have found on sale. Can be a little pricey but it's luxury items! Kenneth and Julian were great! Thank you Price!

The item that I purchased arrived stained and misrepresented. The size was supposed to be women's 16 but it was actually a 2XL. Way too big. Then I returned it to the brick and mortar store to get my refund. They made me pay 6.95 for the privilege. Not doing business with them again. No Thank YOU. They only give you the 6.95 if you buy something else; but the store is filled with overpriced, Designer logo'd merch that I wouldn't be caught dead in. Not organized by size and just jam-packed on the racks. Not impressed.

Do not consign your clothes here! They will give you SO little money if it sells. Sell on Poshmark or FB Marketplace instead. When I realized how unfair the compensation was, I tried to get my things back, but the robot-sounding customer service agent I was texting with said I would have to pay $20/item just to get them back. Horrible.

If you're considering ordering from The RealReal, beware. My recent experience with this luxury consignment retailer was nothing short of a nightmare--especially given their branding as a "high-end" destination for authenticated designer goods. I placed an order early in the week (Tuesday) with express two-day shipping, intending for the items to arrive by Thursday at our Airbnb for a weekend celebration. The order totaled over $520 and included gifts for loved ones. The next morning, I received an unexpected cancellation notice with no explanation. I immediately contacted The RealReal's customer service, only to be told that my account was "under review" and that I'd receive a response in 24-48 hours. Unfortunately, I didn't have that kind of time. The representatives were clearly outsourced, uninformed on backend issues, and unable to escalate my concerns or provide any meaningful assistance. Following their advice, I attempted to place the order again. The same thing happened--cancelled without explanation. Two family members also tried placing orders, and all of their transactions were similarly cancelled and flagged for "review." By Wednesday, with no solution and no ability to speak with a supervisor, I tried one final time using a friend's account. Again--cancelled. This was hands down the worst customer experience I've ever had with any so-called luxury retailer. There is no transparency, no resolution, and virtually no real customer support. If you're planning to order from The RealReal, be warned: * Orders may be abruptly cancelled without explanation * Customer service is ineffective and outsourced * There's no escalation path or accountability * Express shipping guarantees mean nothing if your order never processes Search before you buy. I wish I had checked several times before!!!! Horrible!

False advertising about in home merchant pick up service. Scheduled online, never showed up. Online chatting agent is clueless about the service. Sellers department email back and rescheduled two days later. No Show and no call! Don't waste time with this platform!

Many people are familiar with the website the Real Real, devoted to resale of luxury goods, including clothing, handbags, jewelry and even sculpture and housewares. This is one of the brick and mortar locations. It is definitely in the right spot, surrounded by other sellers of upscale clothing and goods. The Real Real website and shops are devoted to elite designers. It's Chanel, Dior, Balenciaga, Hermès...etc. This is not a place for Gap or Zara. Value. Well, if you are a fan of luxury brands, you're probably aware of the cost. This place is certainly not for those unwilling to pay several hundred dollars for a t-shirt. The location is very minimalistic in its design, which keeps the focus on the clothes, jewelry and other merchandise. There were a couple people bringing in goods to be priced. The staff weren't enormously outgoing, but definitely seemed ready to help anyone who needed it. As someone who generally supports independent merchants and not international luxury brands, this place is not really geared to me. But if you ARE looking for a place devoted to such, you're in the right place.

Not having employees steal jewelry. I had a piece of jewelry stolen and they want to give me nothing close to the value. They cannot be trusted.

Disappointing Experience After Years as a Loyal Consignor I've been a client and consignor with The RealReal for several years, but this is the first time I've experienced real frustration. One of my items was lost by the company, and when I asked for my remaining items to be returned, I was surprised to be charged $20 per item for the return. After years of trusting the platform, this feels very disappointing. I also realized that the financial return on items is significantly lower than on other resale platforms like Poshmark--sometimes by as much as $100 difference per item. While I appreciate the convenience and professional presentation The RealReal offers, I can no longer recommend it to consignors looking for fair value or reliable handling of their property.

First time I ventured to the real real flag ship store on melrose . The size , collection and display blew me away . I'm used to the smaller more crammed Brentwood store but since it was closed I went to this one. Well lit , well stocked , helpful staff ! The only meh is the parking - not too convenient so I decided to street park instead . Overall a pleasant experience if you're looking for luxury for less

@therealreal your obsession should be to get your customer service act together. I just ordered some shoes that were in the women's category but low and behold when they arrived they are men's shoes! I have spent several hours going back-and-forth with your customer service. Y'all are disorganised and now liars. I was told I would get my exact amount that I paid back, but you guys are charging me for shipping! Shipping are you kidding me? You sent me the wrong item! I want to be paid for the time l've spent to fix this. I send a lot of people your way. I will not be doing that anymore. I cannot trust that they will be in good hands. Do better!

We were here last summer. We came again and got some nice goodies for each other. Nice place to shop for women and me n. They have lots of different styles 0f clothing. Always a pleasure to visit.

Stay far away from any Real Real locations. They are so incompetent and no one communicates with you. I have had a 13,000 diamond ring with them for 2.5 months and they are not sending my item back to me. I have not been able to speak to leadership as the managers are all worthless!!! I am considering taking them to small claims court. This is the Brentwood store but they are all horrible and incompetent. I wish I could have given 0 stars. Do your selves a favor shop FASHIONPHILE as they are amazing and so professional!!! Stay clear of real real !!! A

I love shopping the RealReal as they offer great deals and unique items. But when it comes to consigning this company is a complete disappointment, I've purchased several items from TRR and when I go to reconsign it... they send it back and say its authenticity is QUESTIONABLE! It's a complete joke to sell someone something they promise is real and authenticated, then when I bring it back to them they tell me it isn't real. This has happened with a Gucci men's polo, a Burberry crewneck , wales bonner adidas shoes, and a maison Margiela wool sweater. Extremely disappointing, frustrating, and their customer service do nothing. And when I go in store the workers have no idea what to say to me and they re-send the item to the consignment team, and the SAME thing happens; it gets sent back to me with the reason listed as authenticity questionable. I attempted to reconsign the Burberry crewneck three times and on the third time it was marked as sold before being listed, and I never received any payment for it and never received the item. It just vanished and case was closed. All in all, this company is a disorganized scam, and yet I still shop here.......

do not consign your items with them they will sell it for dirt cheap and pay you pennies on the dollar!

!!!!! DO NOT SELL WITH THEM !!!!! They literally blatantly stole my items Their whole system is a MESS and nobody who works there knows what is going on. They will take your items and never post them and it is extremely difficult to get them back. Just sell things yourself online lol trusttttt !

I've been wanting to come here because the Brentwood location is super tiny and I'm glad I did! I actually returned some gorgeous Gucci jeans that didn't fit me and was able to consign these other jeans which supposedly are final sale. They said it would go live in a few days. Perfect if I don't want to hold onto the item! Like the other reviews, parking was a problem! It was packed and I had to walk far to park. I checked the selection inside and everything is beautiful. I definitely wanted to stay longer but I have a hair appointment. I definitely will come back again soon! The staff were very professional and they helped me very quickly and with such awesome service!

didnt get the package The RealReal is the biggest scam I've ever experienced I had a very bed experience ,didnt get the package and paid for it and the customer service didnt help me i was hour on the phone with the realreal pay for a watch and didnt recived it

This store will get a law suit very soon they should close the store They send me $0.10 cent for my designer shoes they sad they sold which I don't believe They make you exited pretend they sold an item after 10 days it's say return request med then they put it on discount then they give you cents As a owner of the items you can't say I don't want to sell that price they want give it back to you

I've noticed recently that the prices have really been marked up. The worst thing about the website is the descriptions/ details of the items.... Just horrible. For example an item listed as XS but when you read further it says waist 36 inches. It's very frustrating. I wish they can get this issue resolved.

"I've never written a review before, but The RealReal has me so frustrated that I have no choice but to speak up. I'm beyond disappointed that I didn't check the reviews beforehand, but here we are. I brought in a one-of-a-kind Fendi pea coat that's no longer in production--originally purchased for $5,000 and barely worn. They gave me a consignment number and told me I'd receive a notification through the app once the item was listed, at which point I could approve or reject the price before proceeding. Weeks went by without any updates, so I reached out. They repeatedly told me the coat was still being authenticated and to be patient. A month later, still nothing. When I followed up again, they suddenly had trouble locating the item. Then, out of nowhere, they told me, 'Oh, we found it--and it was sold today.' I was stunned. I had never been notified that it was listed, let alone approved any pricing. Worse, they sold it for just $1,100--meaning I'd only receive a $700 commission. I would never have sold my coat for that little; if I wanted to, I could have done it myself. When I pressed them for answers, they claimed they had the wrong email on file due to a misspelling of my legal name. Because of their mistake, I never received any notifications. And now they're telling me there's 'nothing they can do' because it has already been sold? That's unacceptable. Ironically, it was sold today--so why can't they reverse the transaction? I've been on the phone with customer support all day demanding the return of my coat. If it isn't returned immediately, I'll be filing a lawsuit on Monday. Do not consign with The RealReal. Their business practices are unprofessional, misleading, and outright dishonest. This was theft, plain and simple."

They love to make money on designer brands but with a low budget attitude. Called the weho location to see if shoes were ready to pick up. His reply was you'll know once you get an email . Well no way! I know that already so was following up . You'll get an email. No let me check your order number or see if my order is lost. Just " well we are backed up with orders " Like I said , designer on the outside but rotten on the inside.

Absolutely horrible if you sell luxury items and want to get a decent return. I made the mistake of selling some of my lux items. Items were severely undervalued and things that did sell I got back a virtual slap in the face. For example I had a sweater on the site that I had sold another one just like it on Poshmark worth about $180 & sold on posh for $125 received $100 after fees. Tried Trr but they ended selling the same item for $82 and Paid me $13 effing dollars after fees. The only reason for this rant is to warn sellers that you will not get value for your items. Sell them on Poshmark or EBay. The little extra work is well worth it. Great business for Trr terrible business for you as a seller. Don't send your items you won't control the price and what you get back will be way less than elsewhere

I'm a frequent shopper and occasional consigner at The Real Real for about 8/10 years. I love this place! But yesterday, I dropped in to bring in 28 items to consign. The employee who helped me is Rynon. I've got to say that I've never had a better experience. He didn't mind the never ending bag of stuff and he handled everything so carefully. Bonus is that he was truly a nice guy and so pleasant and fun to talk with. He's absolutely the best! Thank you, Rynon....and don't forget about Resp Therapy or Surg Tech!

I I purchased a 'Naked Cashmere' sweater online but received an inauthentic item. Instead of the expensive 'Naked Cashmere' brand I ordered, I was sent a completely different, cheap brand. When I contacted customer service and provided photos clearly showing the discrepancy, the representative initially insisted it was cashmere. Only after further discussion did she finally admit it was a different brand and approved a return--but only for store credit. To make matters worse, another 'Naked Cashmere' item I purchased arrived in very poor condition, despite being listed as "good condition." When I reported this, customer service simply apologized without taking responsibility or offering any real, customer-oriented solution. Now, I'm being forced to go to the post office to return these items--yet, ironically, I'm told they "don't want me to pay for further shipping costs," which feels like a joke considering the inconvenience and lack of accountability. Overall, this experience has been frustrating and disappointing.

My problem was solved and The Real Real reimbursed the damaged item in full. I am happy now

So I walked in and went to the wrong counter for a consignment - my first time doing something like that. Staff immediately recognized the situation and stopped me from pulling my expensive jewelry out in front of potentially prying eyes. They explained the consignment process to me, and were extremely professional, polite, and compassionate about my first time consignment - despite being very dressed down in appearance. Thank you, I wish I wasn't terrible with names :)

Scammers stay away!! Purchased a Dior bag for $2900 from there, went to resell it two months later and they listed it for $1000 stating that's the quality it is worth. The percent they take is also ridiculous. Won't ever be shopping there again

The RealReal on West Melrose is a very cool spot for luxury shopping. The store has a wide variety of high-end items, mostly on the expensive side, with a huge selection of bags--think entire walls lined with Birkin bags. They have separate stores for men and women, making it easier to browse depending on your style preferences. I've sold here plenty of times, and the commission is fair for what you're getting. The shopping experience is smooth, and the store offers a great mix of authentic, pre-owned designer pieces. If you're into luxury consignment, it's worth a visit.

"Zach" provided markedly different service levels to different customers. Facts: 1) We were shown a small fitting room and told no larger ones were available 2) Seconds later, another gentleman was immediately offered a larger room, and the gentleman had to ask if we would like to switch the rooms. Zach heard the conversation but did not care and just walked away. 3) We had to search for assistance while Zach proactively helped other customers with a big smile on his face; to others, just indifferent The differential treatment appeared to be based on attire/perceived status. The establishment has nice products, but the inconsistent service standards negatively impact the shopping experience. Also, I would like to recommend additional staff training on identifying luxury items beyond logo recognition. There appears to be a knowledge gap in distinguishing high-quality luxury merchandise with subtle branding. This specialized training would enhance your team's product expertise and customer service capabilities. While all customers deserve consistent service regardless of their attire or purchases, I've observed that product recognition seems particularly important at this location. *I'm sharing this feedback purely to improve service quality, not seeking any compensation.

I am forced to reveal the scam behind "The Real Real's" convenient marketing and consignment process. They frequently lose luxury goods and have ongoing theft issues. Recently, I sold a Tiffany Platinum wedding band and it didn't show up under "my sales" page. The concierge team gives you the run around and they don't resolve issues for months after. They confirmed they lost my ring and then tried to tell me they sold it for $225 (my commission being $124). Keep in mind this is a $2900 ring.... When you ask them for a direct valuation of how they got to $225, they reply with, "Can you send me an appraisal of your ring?" Had I known this company was so incompetent....I would have needed appraisal and insurance before selling! There is a cornucopia of deceived clients with horror stories of items they lost and/or were stolen by employees. Avoid them at all costs.

This is for the Real Real company. Do not give them anything. They will mark down your items to nothing. They promise to send items back and never do despite repeated requests. What happens to those items that they considered fake and never sent back? It's all very fishy.

A woman from the fake fake got a hold of me after had inquired at their website. I had been given a bunch of expensive shoes and clothes that were brand new basically. Her name was Yvonne, actually asked her if she was a robot as her answers were lengthy and fast and weird! She claimed not to be but it was only in text. Anyway she talked me into sending a couple pairs to her, Golden Goose and Balenciaga. Once they were off to her she said she'd let me know what they could offer and if I didn't like the offer she'd send them back. So I never hear anything. I write to her, during our exciting romance period, lol, she always wrote back quick, once I had a problem she was gone, ghosted me and finally sent an informal machine, maybe she was a robot, text that was cold and told me where to seek help. That help was a joke too, couldn't barely get anyone. Finally I gave up. It was hell trying to communicate. Fast forward to about four days ago and I get an email saying I have a check coming for my sales this month or last month, whatever. I get the check and it's for two dollars for the balenciaga shoes they claim they sold for 76. I would've gotten fourteen dollars except for the fact that I got a fee for them having to write a check, 12.50 fee for a check. I was never told about that. I wrote them and they actually got back to me today, within 24 hours saying they were sorry and that they'd send me back my GG shoes, we shall see. They said they'd waive the shipping fee but that if I take back my GG shoes there's a twenty dollar fee for leaving early! I told her she already stole one pair of shoes and was now stealing part of my other pair. What a greedy grim inept business!! I don't know how they make it save for the fact that a lot of rich people just give shit away, don't know the worth or value of stuff. What a shame. Stay far away from these parasites, they are awful. We'll see if I see my shoes again. Wow. Cheers!!

Stole all my clothes and are making me wait until 4/15 to get a partial refund. Uncontainable. Liars and thieves and if anybody sees where my other review is, let me know because it seems to be gone now. I have emailed them. I have talked on the phone to them. I have texted them. I get the same story and it's just a bunch of lies. I can make sure.

I've been a customer of this store for years, until recently. I had such a horrible experience with one of their sales associates that I left the store shaken back and in tears. Luckily the staff at the Brentwood location was able to accommodate me and they were so sweet and kind that I ended up sharing with them my experience and what happened, and they did everything possible to make me feel heard and assist me with the problem at hand. Shout out

Bought a gold bracelet. It's so damaged , I already took it , to a shop to fix it , I already spend 300$ extra . Top of the 780$ . Do not buy jewellery from the site . Now I can't use my gold bracelet , because it's keeps breaking .

Very underwhelming selection in-store. Also, the snooty ass staff is ridiculous. Many of the items are overpriced without some of the online promos, they don't make sense. Wouldn't recommend.

Absolutely the BIGGEST rip off. Customer service is horrible. Run by a bunch of idiots that don't know what they are doing. The website is user UNFRIENDLY. I can't bad mouth this company enough. Use POSMARK instead. So easy and they pay much more for your items. RIP OFF. Negative Stars!!!

Im steel with the problem. I was in love with the store. But customer service for refund and misunderstanding services is worst. They gave the price they wanted on my product and did not give me the right to have my item back. I was robbed by The Real Real. They still don't solve my problem.

The staff is super hypocritical, especially the concierge, so irresponsible, perfunctory, never know the customer's problems, forced to make decisions for the customer, TRR is the most hypocritical company I've seen since I came to the US.

I will never buy from them again! They charge shipping and handling higher than anyone else. Now they even charging restocking fee. It is a ripoff!

I've been buying and selling on The Real Real for over 5 years now and have been very satisfied. They are quite professional and seem to get me as much money for my items as possible. I really love having my own account manager Jenni, who I can text anytime and she always gets right back to me. I've also purchased many items from TRR and find them to be reasonably priced and in good condition. I highly recommend TRR and suggest you try them yourself and not believe all the nay sayers on here.

The Real Real is a real rip off. Sellers beware. Their commission chart is unacceptable. They take a huge chunk and give terrible service. You'd be better off going to your neighborhood consignment shop or even eBay. Don't be fooled. They are not the real thing. I was also promised a promotional credit to mail my things in within 24 hours. I did that, and I never got the credit. When I made an inquiry, I was told I had to talk to a whole Nother department to track down what happened. They totally wasted my time. I would've rather donated my vintage items to charity who would really appreciate it. So my recommendation is stay clear of The Real Real.