13d ago
When things go right, The RealReal is fine. But when something goes wrong, their customer service is absolutely terrible. I spent hundreds on a special item for a trip, and they sent me the wrong item entirely — a cheaper piece in the wrong size (a size 0 instead of a Medium). Their solution? Either pay to return their mistake for a refund or keep it for a $25 credit that didn’t even cover the price difference between the items. After multiple complaints, the only concession they offered was waiving the return shipping fee. I was refused a manager and repeatedly brushed off. For a luxury resale company, the lack of accountability is shocking. They clearly do not care what they send customers or how problems are handled afterward. Save yourself the headache and buy directly from reputable stores instead.