I just waited 45 minutes to talk with someone - again. They credited the sale of my 3k Chanel bag to someone else back in October and the check is being issued to this someone else on the 15th. Ok, then, lol... so, you're going to 'investigate' for 10+ days while the other person receives a check and I have to keep calling and stress myself every day. Their authentication process is almost as bad as the accounting system. How can you put bags onto whatever account you want? Ugh. Accuracy needed across the board.
Consigning/buying with The Real Real TRR
- Thread starter KPCoppola
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That’s... oh my God. I’m so sorry. My complaint pales in comparison. How does a business make that big of a mistake and then not do everything possible to rectify it? It’s criminal. And they have the nerve to say they have a “state-of-the-art” system. If most people made a mistake like that, they’d get fired.
I hope you have a speedy resolution. Keep hounding them. It should only take a minute for them to see their error, not ten days. Totally unacceptable. I bet the journalist from CNBC who wrote the two articles about TRR last week would be interested to hear about it. This goes way beyond a mislabeled scarf.
They lost 4 of my Jewelry items (not cheap to begin with) .. and ONLY after I threatened legal action, did they "mysteriously" find them!!! I WOULD NOT let them put them up for sale UNTIL I got PAID IN FULL; in essence, they had to BUY the items from me outright and then they could put them up for sale. Major shady dealings going on ..
I'm sure there are huge mistakes out there. They have storefronts too, so imagine what goes on in-person. I would just advise people to closely monitor their account - if you don't see your sale, or consignment, or purchase, INQUIRE! A friend said the same thing you did - just call every day or it'll not get sorted. But the stress of waiting and being on the phone and talking to someone who knows nothing - I'm sure we've all been there. Not fun.
This is just over the top & IMO calls for a letter to the CEO..No excuses & one could feel like they are being given the runaround.
At times I really wonder if they know what is going on behind the scenes or is it they don't care or buyers/sellers
will get discouraged jumping through so many hoops!!
I just wanted to chime in and say that I have been consigning and buying with The Real Real for about 2 years now and their customer service has gone down the toilet.
I recently returned something that was well within the return date limit. They credited me store credit when I specifically requested it to go back onto my debit card. It took me 30+ minutes to speak with someone on the phone. They had the audacity to say that I had requested store credit. When I pointed out that my account shows I requested it back onto the original form on payment, they said it was because the return was received after 15 days. I told her that the Real Real's return policy states it needs to be received within 21 days (not 15) and asked where she's getting her information from. She put me on hold for a while and then was "pleased to tell me" that she reversed the store credit and will be issuing the refund back to my card.
Another recent incident while consigning: the luxury manager who came to pick up my items did NOT send me a packing list for 2 days. She kept claiming that she sent it to me and to check my inbox. I had to follow up with her multiple times. When I finally received my packing list, it was clear the photos were not taken at my home (I do not have carpeting). Also, I consigned a lot of designer shoes and went through the trouble of finding the boxes, dust bags and heel tips (for my Louboutins) to send them with the shoes because it helps my items sell faster. I later learned that the luxury manager threw them out because they were not included in the listings.
I'm so upset with their service and will not be using them again.
I recently returned something that was well within the return date limit. They credited me store credit when I specifically requested it to go back onto my debit card. It took me 30+ minutes to speak with someone on the phone. They had the audacity to say that I had requested store credit. When I pointed out that my account shows I requested it back onto the original form on payment, they said it was because the return was received after 15 days. I told her that the Real Real's return policy states it needs to be received within 21 days (not 15) and asked where she's getting her information from. She put me on hold for a while and then was "pleased to tell me" that she reversed the store credit and will be issuing the refund back to my card.
Another recent incident while consigning: the luxury manager who came to pick up my items did NOT send me a packing list for 2 days. She kept claiming that she sent it to me and to check my inbox. I had to follow up with her multiple times. When I finally received my packing list, it was clear the photos were not taken at my home (I do not have carpeting). Also, I consigned a lot of designer shoes and went through the trouble of finding the boxes, dust bags and heel tips (for my Louboutins) to send them with the shoes because it helps my items sell faster. I later learned that the luxury manager threw them out because they were not included in the listings.
I'm so upset with their service and will not be using them again.
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Thanks @Love Of My Life I will be following up with daily calls and a letter as well, until it's resolved.
Persistence pays off & sorry that you have to endure all of this.
It is becoming more apparent that TRR doesn't have a competent or a well trained staff .
Situations such as what has been described here are not very encouraging to buy or sell with TRR
I can’t believe (well, I actually can) they threw away your boxes and dust bags. I definitely know from experience those items increase the likelihood of a sale. Their luxury managers are not well trained. My last one didn’t respond to eight emails I sent her over a two week period after they destroyed a NWT item and ripped off the tags and posted it for 10% of the retail price. Even damaged it sold within hours. Then the person said they were going to return it but never did. I saw it on eBay for $1500, well over the $350 it was purchased for. I mean, good for the buyer, they’re doing what I’d do if I found a deal like that, but that’s how significantly underpriced it was. I finally received an email from my LM saying “Can’t wait to see the next consignments you bring in!” Um, no.
But losing Chanel bags and jewelry is just beyond. I read one complaint from a woman who said they “lost” $100,000 worth of her jewelry. Aside from not being adequately trained, I think the company has an internal theft problem. Lots of “lost” items.
I had an opportunity to speak with someone last evening. I was told that TRR is in the process
of recruiting & training new team members.
I am guessing that TRR realizes there are many issues that need to be addressed & whether they
are addressed appropriately or not ,only time will tell.
But I also will say that the amount of high end designer merchandise & general merchandise that sells & gets consigned to
TRR is overwhelming
of recruiting & training new team members.
I am guessing that TRR realizes there are many issues that need to be addressed & whether they
are addressed appropriately or not ,only time will tell.
But I also will say that the amount of high end designer merchandise & general merchandise that sells & gets consigned to
TRR is overwhelming
One time they sent me a bad check and I posted about it here. Someone showed up claiming to be a TRR executive and came on here and basically called me a liar right here in TPF...I wasn’t lying, then he tried to say that I had claimed a lost check, gotten a replacement and double submitted, which wasn’t the case either.
It turned out that they made a mistake with the check and eventually made me whole (including payment of my bank’s return check fee) but it sure gave me a sour taste of them. The whole incident is probably still here somewhere.
T
the_black_tie_diyer
Personally I think this is simply bound for failure. While they can improve and be best on some of the loose ends, the overall authentication issue will persist - at least as long as it continues to be meeting quota over having exact results that can be trusted.
As it has been said before, I also don't see where they are going to find the experts they would need to hire.
And if you are a true expert, I guess you'd rather strive for a career with one of the big, prestigious, auction houses. At least I would, if in that position. So this is obviously highly IMHO.
And who is going to train the newly hired? Those that obviously have failed to properly authenticate the items in the past? Aka learning by doing? How long are investors/shareholders going to quietly sit and watch something like that?
They are way overrated, all while they are trying to push what is basically a difficile niche-market business into the same sphere that large mainstream online retailers are in - not recognizing vital differences - and that mainly because of a current "craze" that allows these resellers to temporarily rise and shine. This situation is not going to last.
A business model like T*R*R's can only survive on the trust and confidence of their customers. With the bad press & reaction to customers voicing their opinion, they are definitely killing what is (was?) left of it.
Personally, I would have never bought anything from them in first place for many different reasons - and I feel 100% confirmed that they do not have the means to really guarantee authenticity, albeit they do get it right (have gotten it right) more often than not, I would hope at least. Even if maybe only because they have more honest than dishonest consignees.
I really don't want to know how many people are questioning their purchases now, and how many fakes are carried by unsuspecting buyers who "don't do tPF/ social media / general interacting on the internet ... "
And what's even worse, what about the items that have been sold again, on the provenance that they were originally sold through T*R*R.
Just the author`s (my) random thoughts/ramblings ....
Kind regards,
Oliver
As it has been said before, I also don't see where they are going to find the experts they would need to hire.
And if you are a true expert, I guess you'd rather strive for a career with one of the big, prestigious, auction houses. At least I would, if in that position. So this is obviously highly IMHO.
And who is going to train the newly hired? Those that obviously have failed to properly authenticate the items in the past? Aka learning by doing? How long are investors/shareholders going to quietly sit and watch something like that?
They are way overrated, all while they are trying to push what is basically a difficile niche-market business into the same sphere that large mainstream online retailers are in - not recognizing vital differences - and that mainly because of a current "craze" that allows these resellers to temporarily rise and shine. This situation is not going to last.
A business model like T*R*R's can only survive on the trust and confidence of their customers. With the bad press & reaction to customers voicing their opinion, they are definitely killing what is (was?) left of it.
Personally, I would have never bought anything from them in first place for many different reasons - and I feel 100% confirmed that they do not have the means to really guarantee authenticity, albeit they do get it right (have gotten it right) more often than not, I would hope at least. Even if maybe only because they have more honest than dishonest consignees.
I really don't want to know how many people are questioning their purchases now, and how many fakes are carried by unsuspecting buyers who "don't do tPF/ social media / general interacting on the internet ... "
And what's even worse, what about the items that have been sold again, on the provenance that they were originally sold through T*R*R.
Just the author`s (my) random thoughts/ramblings ....
Kind regards,
Oliver
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So... update, in case you ever run into this issue... they put my 3K Chanel as listed and sold under someone else's account. I have been calling and emailing daily. After 6 emails I got one reply, and they called me by a different name and screenshot someone else's account into my email - they shared her personal info. with me. I started calling on this in early October. I have 4 ticket numbers now, all from 4 different people. They issue a 'ticket' when there is an issue with your consignment. They ask that you give them 7-10 days to investigate and they swear up and down they will call you and let you know the results. Yeah.... sure. No calls, not one contact that I didn't initiate. Did they pay out this other person on the 15th? Who knows. Going to call again tomorrow. Horrible company.
Think that you have been very patient & sensing you are being given the runaround.
Also sharing personal info is really so inexcusable & violates more than I can say.
Think its time for you to reach out to the CEO Julie Wainwright . IMO, she needs to know about this
situation & get it resolved pronto
Good luck