"All staff from security guard, employees to barista were so friendly."
"First off everyone here including security guards is nice and friendly, and the process was smooth."
"Staff were not readily available, but someone helped us once asked and she was friendly and helpful."
"Amazing customer service. Olena and Lauren were incredibly helpful when a purchase was delayed due to technical issues at the store in NYC, and were in constant contact via email for a week and a half to ensure we were able to purchase a beautiful piece of jewelry."
"Nicholas Egan and Maria downstairs in consignment are the best! Great service and honest people."
"Kassandra & Eric was amazing, and gave me the best customer service."
"TheRealReal as a company is 5 stars - they always do their best to help their customers no matter what, with a level of service that oftentimes rivals Amazon."
Cons:
"The customer service experience has significantly declined."
"Horrible customer service once things go wrong. No one gives a damn."
"Waited 10min for customer service, was not helpful at all."
"Horrible customer service experience. Do better."
"I spent few hours on phone and was promised that somebody would reach out to me. It never happened."
"Called at least 5 times with request to escalate - absolutely 0 updates and no idea on when I'm going to get them back."
"Absolutely the worst service I have ever experienced in my life."
Consigning Experience
Pros:
"You can easily try on things even a $25,000 Hermes Kelly bag."
"I've also visited both retail stores SoHo & West Hollywood and highly recommend the experience - there's nothing like it anywhere."
"I was extremely happy to buy a gorgeous luxury bag for less than half price of retail. I’m very happy with the bag and know it’s real."
"As a consumer I am thoroughly satisfied."
"I’m blown away, you guys! ... Wow, I’m impressed with your honesty and grace! Thank you!"
"Incredible! I’m your fan for life 🙏"
"I had a great experience and walked away with an amazing Gucci purse for 40% off."
Cons:
"They don't care about you or your luxury products."
"After they listed the price I was extremely disappointed with how low they listed."
"Do NOT consign with the RealReal."
"This is too risky for what you are spending here."
"They are disorganized, shady, and sent me $100 for my Burberry trench coat. It’s laughable. They will 100% go out of business."
"They “lost” my items, an awful consigning experience."
"Don't do business with this company, they will ignore your calls, emails, request and won't pay you."
Product and Pricing
Pros:
"I looked around the store and most of the items there seemed to be in great condition."
"The coffee was great - a perfectly pulled latte which seems easy, but not always presented, so I sure appreciate that it was absolutely perfect."
"I loved the space."
"Their jewelry selection is amazing!"
"This store is clean and very well organized."
"A good selection of designer women's clothes on consignment."
"Sometimes you can find nice designer wear here in a very good price."
Cons:
"I regularly examine my purchases and find that the item description is at best misleading."
"I received counterfeits."
"The prices were high for pre owned, often close to the full price based on how popular they were."
"I then found many fake very expensive watches of this brand today and they repost the one I told them is fake."
"Over stacking clothes that are all over 1000$ was very confusing and that sometimes damage these clothes while customer were browsing."
"I found the store disorganized and hard to shop."
"Didn’t see anything special or remotely interesting in the store either."