Package delivered in timely manner. Tote bag was as described. Tracking was good. Package box arrived torn open. Tote bag was not damaged but it had obviously been tampered with. I would like to... See more
Company replied
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Review summary
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The Real Real sent over a wonderful person to review our belongings and scaffold me through the process of setting up an account. She was professional, warm, thorough, and a great communicator. The r... See more
Company replied
I loved having the welcome discount. The description was perfect and shipping was fast. The shoes were better than expected. This is my first purchased on The RealReal and my first PreLoved clothi... See more
Company replied
From the beginning of signing up to now, has been smooth. The agent that came to my home was very welcoming & sweet, shes been helpful until now whenever I need assistance. Its my first time selling i... See more
Company replied
Company details
Written by the company
The RealReal offers women's and men's luxury fashion brands such as Chanel, Christian Louboutin, Céline, Hermes, Gucci, Louis Vuitton, Manolo Blahnik and Rolex.
Contact info
United States
- mytrr@therealreal.com
- therealreal.com
3.9
Great
131K reviews
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My first and last purchase with The…
My first and last purchase with The RealReal. UPS conveniently lost my package, traveling from New York to New Hampshire, so a grand total of 5 whole hours away, and I am having to stay on top of The RealReal to even get updates on what is going on. No refund yet, no update on what happened to my package, and I doubt I will ever see what I purchased. Horrible all around. I wish these companies would stop using UPS to ship their valuable packages. I have never had so many problems receiving packages as I do with UPS. I also shouldn’t have to nag the company that said they would look into it and open a claim with UPS to get information about what is going on when I’ve already paid.
28 July 2026
The service & product was excellent!
29 July 2026
Product was exceptional!!
22 July 2026
Fast shipping
29 July 2026
Very impressed with customer service
Very impressed with customer service. Support and response time has been great!
21 July 2026
Very disappointed with my experience
Very disappointed with my experience. I received a bag missing the chain strap shown in the listing, which significantly affects both the value and functionality of the item.
What frustrated me most was not the mistake itself, but the customer service experience. I was transferred from one agent to another, had to explain the issue repeatedly, and eventually stopped receiving responses altogether. I've purchased luxury items through Fashionphile, Vestiaire Collective, Farfetch, Italist, Gilt, Senser, eBay Authenticity Guarantee, and other luxury marketplaces, and I've had far better experiences when problems arose. Mistakes can happen, but customers deserve a timely response and a fair resolution.
An incomplete item is disappointing. Being ignored after reporting it is unacceptable.
19 July 2026
The payout is not worth the money for…
The payout is not worth the money for the goods sold, imho.
3 August 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Quick Delivery. Great Quality.
The item I purchased from The RealReal was delivered in a timely fashion. The condition was as advertised. I am very satisfied with my purchase!
27 July 2026
Reply from The RealReal
We're so glad to hear that your purchase was delivered promptly and that the condition was exactly as advertised. We appreciate your satisfaction with your order!
The Prada shoes were two different…
The Prada shoes were two different colors of nude. I didn’t know that one was nude pink and the other was sand beige. There was no indication on the description.
29 July 2026
Reply from The RealReal
We truly appreciate your positive feedback! We're so pleased to hear that we consistently meet your needs and that you are happy with our fast shipping.
Reply from The RealReal
We're so happy to hear that you love your bag! We truly appreciate your wonderful feedback.
My shoes came exactly as pictured and…
My shoes came exactly as pictured and in great condition. Shipped out and arrived quickly.
28 July 2026
Reply from The RealReal
We're so happy to hear that your shoes arrived exactly as pictured and in great condition! We truly appreciate your positive feedback about our quick shipping.
Quick customer service with excellent results
I ordered 4 pairs of shoes. The 2 that were final sales were either mislabelled the wrong size or had an undisclosed flaw. Both pairs were returned at no cost to me. The customer service agent was helpful and quick to respond.
29 July 2026
Reply from The RealReal
We appreciate your feedback and are glad to hear that our customer service agent was helpful.
Reply from The RealReal
We're so glad to hear that your order arrived quickly and was in very good condition. Thank you for sharing your positive feedback with us!
It was more worn than I expected
It was more worn than I expected, with a musty smell. But it is an attractive bag. The delivery was great; it arrived much sooner than I expected!
28 July 2026
Reply from The RealReal
We're delighted to hear that we made it easy for you to do business with us. Providing excellent customer service is a top priority, and we appreciate your kind words!
Easy
Easy purchase, fast delivery, and the shoes look exactly like the description — I love them!
28 July 2026
Reply from The RealReal
We're so happy to hear that your purchase was easy, delivery was fast, and the shoes look exactly as described! We truly appreciate your kind words and are thrilled you love them.
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