The RealReal - San Francisco Reviews 115

I received Gucci sneakers listed as a Women's 9 1/2 and clearly it was a men's 9 1/2. I sent pictures and they agreed to refund my money. And based on the incorrect shoe size listing, they had also agreed to waive the return fee. However, they DID NOT waive the $14.95 fee even though I sent them a copy of their email indicating the fee would be waived. I will not shop with them again. I have since ordered from another luxury brand site with no issues thus far.

The associates were engaging and helpful and generally excited to see me come out in everything I tried on. It made shopping for a special occasion more fun.

If I could give zero stars, I would. This company operates with staggering incompetence and incredibly deceptive business practices. I consigned a $650 Vaer watch in pristine condition, and their own facility managed to lose it entirely.

Instead of taking accountability and reimbursing me for the fair market value of the item they lost, their "resolution" was an insulting $10 payout. They lose your high-value property and then force pennies on the dollar onto you to cover up their own negligence.

Save yourself the financial loss and the massive headache. You are infinitely better off selling your items on Facebook Marketplace or anywhere else where you actually retain control of your property. Consider this a warning to all sellers—avoid this scam of a company at all costs.

Timely & clear communication on orders. Products quality as described.

I had a issue with my account and with some returns but after working with the assisatant general manager Laura Nagle it was resolved quickly! She took the time to identify my probelm and went the extra mile to follow up and get it resolved. Im a Real Real beliver and the president of her fan club!

Quick response. Easy pickup

I ordered for in-store pick up, went to the store two days later to pick it up, was told I needed to wait for a confirmation email telling me that the item was ready and to go away until I did. Two days later, I contacted customer support to inquire on the item, and the next weekday I received a rude email from the store telling me that the item had been ready for 2 days and that they were going to return it if I didn't pick it up asap. I picked it up telling them that I had not received an email. Well... 2 weeks later I finally did receive an email telling me that my item was ready for pick-up. Really? In the future I will just have items shipped to me, regardless of how close I live to a store, and may never choose pick-up in store. That was a hassle.

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.