The RealReal - Los Angeles, Melrose Reviews 86

The people that assisted me are amazing. The LA store is lovely. There were 2 sales associates that were stand out. 1 tall man with cool glasses and dark hair and another with long blond wavy hair from Deleware. Both were thoughtful kind, helpful with water and a bathroom. Made the whole experience my top choice for shopping. Thank you sooooo much. I wish I knew their names.
Best
Emily

Customer Service listened and responded to resolve the issue!

Item purchased was as described and the delivery was within days of placing the order. My overall experience was exceptional.

Product was as advertised.
Delivery of product was very quick.

Even though I received the wrong size shoes, after contacting customer service, it took a bit but they refund the full amount... I appreciate that.

The website was easy to navigate and I was able to find exactly what I was looking for right away. It was delivered within a week and the quality was exceptional.

Not a clear description of items

The overall experience has been excellent. From the representatives in the LA boutique that took in all my items, to my Austin rep that managed communication back and forth from the very beginning with me.

Great experience. My only critique would be that commsions they keep on items that aren't super high end is very high in my opinion.

On my Rolexes they only kept 10%, which felt reasonable, but on my clothes the percetage was much higher and that was disappointing. But I can't knock the review for that because I agreed to it.

I would work with them again, but I would proably be more careful on which items I chose to list because the commission is high.

Jayde Covenant was my real real consultant, she came to my house to pick up my items. She explained the process to me and when I had any questions she was quick to answer! I appreciate how great she was to work with and easy it was to sale my items

Thank you for the easy return

There was an item on hold that Alyssa at the Hollywood location helped me get! She rules!!!

It’s a great selection . My sales advisor is always helpful

The whole process felt messy from dropping off my items to getting my items back. I was set up with the expectation by the Luxury Manager that they would handle my item with care and that I would be getting email updates with the price they could offer me for my items after evaluation and I would have clear visibility and agency to the items being listed on their site or not. I didn't receive email confirmations that the ReaReal had all of my items, just two out of six, which feels sketchy because there wasn't a paper trail from the beginning. On the seller's page (which needs to be more user friendly), you could see the items that were taken in and their status which is nice, but for most of my items, I never got email updates about them. Some were listed before I had a chance to review which wasn't great. The customer support was quick to try to help me and did successfully ship most of my stuff back, however, I had one very expensive bag in excellent condition that got lost at the Melrose location. I never got a confirmation email about that bag when I handed it off, the bag was not accounted for on my seller's page, and for weeks it was lost somewhere in the store or in transit. When I asked about compensation, the TRR service team didn't answer until I pressed them further and said they would compensate me for what they would have listed the bag for on the site, which didn't feel like truly accountable because they had the power to adjust that price point without my control. They eventually located my bag and were quick to send it back with expedited shipping however, the bag received some scuffs (minor) in the handling process so that was disappointing. There needs to be work on 1). handoff process - giving the seller a papertrail via confirmation email and photographs of the condition of the item when it is handed off. 2). A confirmation email about transit 3). An offer email or txt from TRR and a clear approve/disapprove system because the only way to actually disapprove is to email customer service. The lack of agency they give you in that system feels a little sleazy? . 4). Accountability for when an item goes missing or when an item is damaged. It was overall a stressful process and for how they take a 40% cut from your item, you would expect the process to feel smooth and trustworthy so you'd have peace of mind. I would recommend Vestaire, Ebay, or physical consignment stores for better rates and service. Other online stores will give you a 20% or more competitive cut AND will a better handoff process. Overall would not reccommend.

I would say the Brentwood location was really nice. I handed off my item, got an email about it right away, and received the item back when it wasn't approved. The Melrose location was chaotic and awful.

Overall, the product descriptions and more so the measurements are usually inaccurate. I purchased a pair of jeans for example listed as size 27" with a 30" waist; that was not the case. Additionally, the shipping cost is high regardless of how much you are purchasing and the restocking fee is a huge turn off.

My experience with The RealReal in Los Angeles on Melrose Ave was extremely satisfactory. The two sales person that helped me were professional, courteous patient with me and help me place my order thank you so much

We all need to file a class action lawsuit against the real real company which should change there company name to the fake fake company,I sent in merchandise for the real real to sell i have fed x receipts,these monsters stole two of my coach pocketbooks and a fossile pocket book I sent them my receipts and sent in the copy of text messages indicating what i was going to send and i wrot down a list of what I sent ,The real real reprenstative acting stupid saying i only sent 2 items which is not true,shut this cracker jack company down.

Arrived well on the date, nice price, good condition of the goods.

Selling my items has been so easy. I.believe I have found the right site to both sell and buy quality products. So far the experience has been great. Hailee has been so helpful and nice. Thank you. Great customer service.

The frustration of trying to buy a bag I had my eye on and was on hold for over 48 hours and then went on sale $2K off while on hold was beyond frustrating. I have to make several calls and emails. Luckily I was able to get the bag once the hold was lifted and I love it. My only complaint is the large stain on the inside of the bag and no inside bag pictures were included in the listing.

The RealReal took all of my valuable clothes and never contacted me again.
I cam going to sue the RealReal for the over 50g retail of clothing I gave them.