The RealReal - Marin Reviews 19

Casey and Sky - they are AMAZING.

The Real Real was prompt, professional and has excellent products. The representatives were very helpful.

I was able to call the store in Marin. ADA was very kind and helpful assisting me with in person photos of a diamond bracelet. Because of her I ordered it! Hoping it works out. Ada 10/10!

Great selection and arrival of order in a timely manner.

I have been almost all the times happy with your services. Thank you very much.

I have a Louivoiton purse need to send me and don’t get yet 😔

I purchased a purse on April 17, 2025 amounting to $1,192.50 + tax that was not delivered to my residence. I went to the Marin store 2x. It was validated by Ada and Rey that it was not delivered and said they have submitted the request for me to get reimbursed. They even made me call Customer Service and to this day I received NOTHING.

Product was excellent service was very good as well.😊

The customer service is none existent. Majority of the time, the items are not as what they have described on the website. For example: a dress can be labeled “pristine” but have a hole on the back of it or missing buttons, or zipper is broken…not to mention that it reeks of dusty/ damp smell that can’t be taken out (even with dry cleaning).
My biggest issue is the at I just purchased a $40,000 watch and on the website it says the watch is in great shape, and has all its collaterals. 1) it took almost 3 weeks for the watch to arrive 2) there were no collateral in the box. I immediately brought this to their attention. Today is day 13, where NO ONE has responded to me. I am getting the run around of “have you tried texting our automated service?” Yes, I have. I even forwarded the texts to the manager to show what a waste of time it was, as it took 30 min of me providing it all sorts of information for it to go nowhere (where I was told the same automated response despite what I was telling it). I tried again and after 35min of back and forth, it tells me to call customer service (who has suggested I use them instead!). Tomorrow is my last day to return this watch and I will because idk if this watch is fake (given previous encounters with TRR, if you don’t have company paperwork- it can be fake).

So far I’ve bought one fake LB shoes from them. A few months ago I bought a ring where one of the diamonds was missing but not mentioned on the website. Unfortunately I was traveling at the time so by the time I returned and opened it and saw it, it was past the 14 days return policy… so I couldn’t do anything about it. I am never doing this again. Fashionphile has much better customer service and reliable.

Your lovely sales people were not aware of basic designer brands. So recording items incorrectly. They also were commenting on all my garments. It was unprofessional.

On time, product is as described and wrapped for a gift as instructed. thank you!

Greetings with warm welcome!!
All sales rep very helpful and clearly explained the item I want to purchase!

Fabulous experience. Caz was truly an amazing sales specialist. He made a memorable experience all the more special! Ask for him when you are looking for something great.

Great experience consigning at the RealReal. Very friendly staff and efficient process.

Clear and very friendly consignment process. Always welcoming and fast to process the goods I have.

I love having the chance to buy second hand quality pieces that are still in excellent condition. I love that you can search for items in pristine or excellent shape and that I can discover new brands that work for me due to the curated nature of the products. I would love the opportunity to return more items if they don't fit.

Great service at counter in Larkspur, but you charge too much tax on purchases.

The store manager and his associates made all the difference!
Wonderful experience

Dresses came on time and were in excellent condition. Returning items that did not fit for me (at the Marin store) was incredibly easy and efficient.