The RealReal - San Francisco Reviews 108

The RealReal did not send the item we ordered and paid hundreds of dollars for. Instead they sent a completely different item. They refused to authorize a return, wouldn’t provide the correct item; would not even connect us with a supervisor. Horrible experience. We reported them to BBB and FTC.

I was never told about the engraving that was on the piece I bought. Not in the description or anything...My wife was less than impressed....terrible

Great presentation and amazing items. Kitty was fantastic at your SF store. She was helpful and honest when trying on clothes. She was very friendly and polite!!

Delivery was very fast, packaging very careful. Well Done!

I had to file a BBB complaint against the company after several unsuccessful attempts to get clarification on my missing items, overall experience was terrible.

The delivery was fast and the items were in a great condition! Looked taken care off. Will definitely order again :)

Everything smooth from ordering to receiving. Thought the purse was a bit bigger but it will work!
Love the color and bag is soft not too rigid for my skin sensitivites.

Thank you for providing interesting and quality products.

Easy online shopping. Quick Delivery. Packaged well. Items as described. Would highly recommend and very happy customer.

Ordered a wool sweater. Item arrived in good condition pre washed/pressed and unfortunately smaller than advertised. Condition should include these common material issues.
*3 size difference I own an original to compare

Quick and Easy Process!

The delivery time was extra fast, and I am very pleased with my beautiful new purse!

Pristine object, fair price. The special discount made it for me - an European customer - affordable. Despite the horrendous new US export tax. You gained a new very happy customer! I will be back…

Overall, the item was authentic and its condition matched the description. I had no issues with the item itself. However, the return process was confusing. I paid $428, and when I returned the item in the store, they initially wanted to refund me only $405. After speaking with customer service and they called a manager, they refunded an additional $14, saying it was related to a UPS fee. But I returned the item in person at the store, so I’m not sure why a UPS charge was involved. In the end, they still did not refund about $8, and no one was able to clearly explain why. I eventually left, but it seemed like the staff themselves were not fully aware of what was going on.

Happy with it, packaged beautifully, items as described

I HAVE NOT YET RECEIVED MY JACKET. PLEASE HELP.

This was my 5th purchase from the RealReal and I am thrilled with it. The LV suitcase shipped out quickly and the quality was just as shown on the site.

Great Experience. The item was as described, for a great price and shipping was Fast and Efficient.

Hello everyone, customer service is exceptional. I love browsing all of your products without glitches online. Having options and incentives to sell or buy is awesome. Thank you.

Accurate description, high quality item, prompt shippinh

Problem w Order : R620352762 Experience from HELL. 50 requests over ONE order and still NO resolution. BOTH bags Pink Vuitton and Green Vuitton I spent $3500+ together came in with Undisclosed SIGNIFICANT DAMAGE to interior and exterior (only Green bag had Internal ink disclosed - thus NO complaints about interior) but it is Exterior damage too - see full destruction of exterior with blue ink and damages; + RIP of lining - u can see green lining from exterior (circled) + Other damages that were NOT disclosed include pet hair, unwashable body excriments on inner pocket that got hardened over years - pictured - Both bags were advertised as GOOD condition; yet what I received was FAIR at best. Willie is the csr representative that put me on endless loop of rejection. Promised full refund was NOT issued.
Willie (The RealReal). As a collector, I buy a lot of bags, I rarely EVER complain, and when I did have an issue at Justin Reed - they issued the requested partial credit - resolved issue. Here its never ending loop of customer abuse.. demanding I ask same over and over and they pretend they do not hear me. From the start I said I can not return - they were for Christmas, I do nto have a time machine.. but I need reasonable adjustments. And NOTHING< just customer abuse.

As of 10/11 - Willie said NO credit NO adjustment wil be issued contradicting himself (below). On top of 30% loss of value I have been abused by the MOST AWFUL CSR that stole more of my time and nerve cells which can not be replaced. Experience from HELL. And promise of TRR below is also EMPTY - so far only more abuse from Willie. Do I have to file a lawsuit to enforce the Refund promise below as all they do is continue to abuse me.

Jan 5, 2026, 9:20 AM EST

"After checking with my supervisor, I was advised to issue a refund. At this time, the refund for the amount paid is the only option available."
Sincerely,

Willie
Client Services Specialist
The RealReal
Great news! You can now text TRR to 50347 for immediate assistance from Customer Service.