The RealReal was founded in 2011 by e-commerce entrepreneur Julie Wainwright.
The company offers used luxury clothing, jewelry, home decor, art, and accessories on consignment. The RealReal employs an in-house staff of experts including horologists, jewelry experts, art curators and luxury fashion authenticators who inspect items for authenticity and value.
The company has established that the first Monday in October as “National Consignment Day.” In 2020, The RealReal announced a sustainability contract with fashion icon Gucci.
In June 2019, The RealReal went public on the NASDAQ under the ticker symbol: REAL.
Despite the coronavirus pandemic, The RealReal continues to open new locations, including one in Palo Alto, California, in November 2020.
In December 2020, founder and CEO Julie Wainwright sold 135,000 shares, netting $2 million.
The RealReal earned an estimated $300 million in revenue in 2019. In 2022, company revenues increased by more than 55 percent.
The company maintains a corporate office in San Francisco, California
I will be contacting corporate tomorrow. They have had my bag since November 2 and it still is not listed and I am still not getting an ETA of when it will be live. NOTHING but excuses and my “rep” has suddenly vanished.
Interestingly I sent a McQ Alexander McQueen evening gown which they choose to hold onto. They listed my other items and returned the items turned down. Now suddenly my Alexander McQueen doesn’t have brand tags and hasn’t been sent back to me. My experience has been questionable trying. To consign items. I sent items listed on their accepted brand list and the turned then down saying the brands were not accepted. They don’t seem consistent or very transparent about their process. I would not recommend dealing with the Real Real.
Same thing is happening to me …Writing Corporate Offices
I have been trying to receive my cheques for the past 4 months…to jo avail.
I have spoke to countless people….to no avail
I cannot contact head office it is impossible…
This is starting to feel fraudulent…my merchandise has sold, the real real has been paid….
How does this get resolved, when do I get my money
I have been g almost a year to get paid for my sales, and nobody has contacted me since March of 2022 when I sent the information they asked for!!!
The fact that not one person has taken the time to respond to any of the previous commenters speaks volumes. I wish zero stars was an option.
DO NOT do business with this company!!!! Customer service is terrible. Consignor relations isn’t much better. I have been a good consignor of my luxury items with them since 2015. I also wound up becoming a customer along the way. The decline is sharp and the mistakes are many. Descriptions are often wrong, measurements inaccurate (both as a consignor and customer). My last consignment, 3 NWT items went missing and 1 Chanel skirt was damaged. They are refusing immediate payout for these items and saying I need to wait for next months commission payment. I have asked multiple times for a corporate contact to express my concerns and inform them of a systematic problem within the company. NO RESPONSE. I’ve been putting out fires with them since 02/22. Still not all of my issues have been resolved and getting anyone to reply is next to impossible. Staff is over worked, undertrained and not participating good at listening.
If you like being a valued customer/consignor and having your issues dealt with and resolved in a timely manner this is not the company for you. Until they address and fix their system wide issues I’ll take my business elsewhere.
I ordered a DY piece with delivery of 4/8/22 on 4/7/22, TRR requested it to be returned. I wasn’t notified and just happened to check the UPS notes. TRR is saying they didn’t request the return. The chat reps (Edeline and Rachel) are untrained and not equipped to handle customer issues. Rachel ended the chat abruptly. Ruth was kind and tried to resolve the issue. No one can tell me why my order was requested to be returned. My card was charged in 4/4/22. I called and spoke with Yulunda (with the beeping smoke detector) and she hung up when I asked to speak to her supervisor. I’ve never experienced such poor customer service from TRR.
I asked for my piece to be expedited once they received it back at no fault of mine but Yulunda reminded me that I paid for 3-5 days shipping… the ignorance of it all. It’ll be two more weeks before I receive it. If Wainwright cares about this company’s reputation and customer service, she’ll correct the issues
they stole and gave away my super expensive Dior, Chanel jacket, Cavalli, Hermes, Louis Vuitton, Pucci they are a disaster. no one returns my calls or text, no one to contact, they do not respond. I lost $40,000 these idiots acting as sales agents. just go to ebay and sell your items, they lost, no one knows what has happened. I should have known better.
Wow!
I think I ducked a bullet with this outfit. I brought in 3 consignment pieces and learned from the manager of the Larkspur store (Melissa Simmons) that a street address is required for “send-backs”-no exceptions! Ms Simmons is unaware that anything left at a residential or business door will be stolen immediately.
Folks appears your missing items were probably stolen not misplaced by RR.
Everything about RR seems phony-cust service in India, fake corp ofc address, clueless employees.
Time help others avoid the problem-the web and social media to consumer rescue!
Appears I ducked a bullet-clerks were dummies who are dishonest to boot. Went to the Larkspur outlet to consign 3 items-they require a street address so they can send items back if they need to-no exceptions!
Melissa and the desk clerk were unaware that anything left at a residential or business door is stolen immediately.
So dears above your items were likely stolen not misplaced!
This kind of shim sham outfit deserves to be outed on the web and social media. And BBB.
Lets get busy girls!
They owe me $800 and are impossible to deal with
I have the same problem! They have no problem with taking your merchandise, but seem to have a problem paying after it is sold!!
I consigned my items in December, Took a month for TRR Dallas to send my stuff to the warehouse. My items finally arrived at the warehouse after another month and a couple weeks go by after me calling about my items, telling the associate via TRR text chat let me speak with a manger because he didn’t care you can tell from his chat after my 4 previous consignments was stolen from you all’s warehouse and I was trying to give TRR another chance with these 3 consignment thinking they would allow nothing to happen to my consignments again boyyy was I wrong!!! I wanted to see if the a manger can get my items posted it’s been two months I don’t want no consignments that’s been just laying around in the warehouse for over 3 months idk what y’all were doing with my items. The.chat agent said ok but ended up sending my items back to me after I asked him not too!!!! So then another month goes by it is MARCH 4, they just sent me a email yesterday with a tracking number literally 3/4 now they new Dallas consignment manger text me after a week of text and calls snd telling me she would be in touch if I needed anything, she (Alice) at Trr Dallas would respond back in 24 hours never happened before that I had two other manager 1 quite and found a better Job who I was previously with (Meredith Ashworth) she forwarded me to the new manager via Email cc (Caitlyn Riggins) she lied told me she would keep in touch about the items I called her two weeks later after waiting no answers no text back nothing Again, she messages back finally two weeks later with a new rep not manger w a Chicago number name Alice not a manger like I asked . I called the consignment manger several times, emailed them as well called the Dallas store several times no the Stop answering my calls after losing 4 of my previous items in a warehouse and I waited months for TRR to do investigation to send me buy out then that’s not even worth my shoes Christian Loub boots stolen , Givenchy shoes stolen, comma de garçon sneakers stolen. Who ever did the orders start putting my items in like it was b ok bought via commission because so much of my stuff was coming up missing. TRR ARE SOME CROOKS THIS COMPANY AND ITS CUSTOMER SERVICE IS GOING DOWN HILL. The store in Chicago is way better i didn’t have these problems except one time somebody wore my sneakers at your warehouse and I requested them back and I got a smelly ass Jordan shoe back. I can go on and on how many chances I have gave this company and TRR has let me down over and over and low balled me on items that was stolen out of your warehouse. This was the last straw. I will be leaving review on BBB and every major blog and review site I can think of. I mean nobody even tried to do anything about the inconvenience after waiting over 3 months December though- January for my items back.
I am missing the dust bag as described in the listing for a Chanel XL Grand Shopper Tote.
I contacted the Customer Service team in an attempt to locate the missing dust bag.
They initially offered me a $50 site credit to resolve the issue I told them that I bought the bag SPECIFICALLY because the dust bag and box were included with the purchase,many bags have been available over time but not too often including the box and dust bag…I was told they would do a search of the warehouse and get back to me.
I waited a week without getting a response and reached out again. This time I was told the dust bag could not be located and was offered a $100 site credit. I asked how is it that a dust bag for a luxury item could simply go missing,isn’t there some chain of custody?
I told them a$100 credit does not cover the cost to replace a Chanel dust bag. I was then told that was going to be their only offer.
I’m waiting to see if they gave me a credit card refund as opposed to the site refund.
I have been a regular customer since 2014.
But that ends now.
The Corporate Office needs to look into what’s going on in their Warehouse and how their Customer Service Team is handling complaints…
Perhaps a complaint to the BBB is needed.
Waiting for a response from Corporate.
I was sent an incorrect item . The garment was a pre/teen or junior size small not an adult woman’s size small A simple apology and replacement /credit or refund is the generally accepted procedure . Instead I had to go through the four rings of hell providing photos measurements snd description to someone in client services who ignored my correspondence , I tried a different approach and spoke to a clearly “outsourced” conflict -resolution shop
In perhaps Micronesia as the Roman kept repeating her script like a robot without any understanding or insight as I provided yet again, the simple facts . My other disadvantage is that I am based
In Canada —it’s terrific that the realreal recognizes we exist ( there are extra charges on purchases of course at the border ) but shady business practices (no matter how “ small” the issue) appear to be systematic in this company .snd it’s tragic.. it suggests extreme indifference to client care and .,greediness.
I have the exact same problem. They lost 11 items and for 3 months I’ve been trying to get an answer from someone. I have the documentation that they received the merchandise but it was never posted and no one knows or cares what happened to it. I’ve spoken to the managers in the store, emailed and left voicemail messages to no avail.
Has anyone had any luck with getting in touch with corporate? I’ve had an issue for 3 months now on a consignment order lost. Investigation was completed on 9/16/21 I was told I would be paid out. After that no response back via email, after several calls to speak with someone in management no luck. Yesterday I reached out again was on hold for 2 hours to speak with a manager. After the long wait they got back to me and said they would call me back of course nobody did. I need to get a hold of someone ASAP.
It has been a year as my item was lost at RealReal. They responded to BBB that I ll get reimbursed. Did not happen. Time to go to small claims.
I have a big issue with getting my money from realreal for an item that I was going to consign and because they took so long, (about a month) just to get it aapraised, i asked them to return it back to me..but the item was delivered to the wrong person by ups.. Ups has granted the claim which has taken a month to investigate. That was two weeks ago.. I got a buyout figure from Dakarai from client services two weeks ago and still! no check from realreal. My item was appraised for 17,500 realreal buy out was 5995.00 which I agreed to just to end this. This has been going on since August 8th.. If I don’t get my money by this coming Monday I will file a lawsuit and demand full appraisal value and court fees.. This is totally ridiculous!! Realreal has a very poor way of dealing with customer care.. I’ve bought many items from you I deserve respect
Debra
732.762.XXXX
I have an out standing issue about lost consignment items. I have been very patient waiting to hear back but at this point it is ridiculous.
I would truly appreciate if anyone would contact me . This is not a good way to run a company. Real Real is a customer se vice business that right now lacks in the customer service Dept.
Feel free to contact me .
I’m having the same problem! Who did you contact please?
Hi
CEO: Julie Wainwright
CFO: Matt Gustke
COO: Marc Viale
This is Deborah Rader,
I just saw your name who to contact for my consignment issue.
I left a reply to this site earlier – hope to hear back because it seems that all your associates have their hands tied and cannot have been addressing this any further.. only sending it off to someone else to handle.
thank you,
Deborah
970.319.XXXX
raderdeborah@ gmail.com
Did you find any email addresses to any of these people? I’m having the same issue on a $6200 Cartier bracelet. They have been giving me the runaround since August. I would really appreciate any feedback on contacts if you have any. Thank you.