Consigning/buying with The Real Real TRR

[Gennas]

I consigned a diamond ring with TRR. It was listed on their site for sale for about 2 or 3 months and then, about 3 months ago, the ring disappeared from active sales. I have it tagged as a favorite and it shows a “Coming Soon” banner. On my sales page, it lists the status of the ring as “update in progress”. I have not gotten any information about the current location of the ring - my sales rep has basically gone radio silent, after claiming she sent emails to Consignment Relations Team. I tried calling Customer Service but hung up after being on hold for almost 30 minutes.

I’m thinking about mailing a letter to TRR’s corporate office advising that I want the ring returned. I don’t have the contract in front of me but I imagine that will at least force them to either locate the ring or deem it lost within a specific time frame. (There is a provision in the contact that a seller is allowed to request the return of an item.)

I’d be interested in hearing any thoughts/suggestions, etc. TRR listed this ring for over $5K, so it’s not insignificant. Needless to say, I’m done consigning with them, which is too bad.

OMG, I'm so sorry. I would be livid if they lost my diamond ring. Yes, you need to mail a letter to their corporate office. You need to note that if they don't return it to you asap you will get legal advice. My Luxury Sales Rep never responds to my emails or phone calls now either.

 

[Gennas]

Corruption Environment & Racist
May 4, 2021 - Anonymous Employee



Business Outlook
Pros
There are no pros working here. Run away.
Cons
Be warned, all the positive reviews are fake and written by desperate hiring managers looking for the next victim to exploit and under pay. Be prepared to work night and day for little pay. The promise of bonuses is non-existent. Word "Luxury" is really code for white and blonde. If you are a POC, good look on even landing an interview.


Why am I not surprised!!!! This is another review on the Glassdoor.

 

[Michelle1x]

I consigned a diamond ring with TRR. It was listed on their site for sale for about 2 or 3 months and then, about 3 months ago, the ring disappeared from active sales. I have it tagged as a favorite and it shows a “Coming Soon” banner. On my sales page, it lists the status of the ring as “update in progress”. I have not gotten any information about the current location of the ring - my sales rep has basically gone radio silent, after claiming she sent emails to Consignment Relations Team. I tried calling Customer Service but hung up after being on hold for almost 30 minutes.

I’m thinking about mailing a letter to TRR’s corporate office advising that I want the ring returned. I don’t have the contract in front of me but I imagine that will at least force them to either locate the ring or deem it lost within a specific time frame. (There is a provision in the contact that a seller is allowed to request the return of an item.)

I’d be interested in hearing any thoughts/suggestions, etc. TRR listed this ring for over $5K, so it’s not insignificant. Needless to say, I’m done consigning with them, which is too bad.

Something like this happened to me with a Doen Dress. Obviously not as big of a deal with just a dress, vs your diamond ring.
But what happened was, they were using it in some sort of promotional material, I never found out what. It stayed in the "coming soon" for 2 months and then reappeared and sold immediately at their initial price (without the 20% discount). So it turned out not to be a big deal, I also called and the first CS rep didn't know anything about what happened to it, the second rep was helpful though.

 

[Lillianlm]

Something like this happened to me with a Doen Dress. Obviously not as big of a deal with just a dress, vs your diamond ring.
But what happened was, they were using it in some sort of promotional material, I never found out what. It stayed in the "coming soon" for 2 months and then reappeared and sold immediately at their initial price (without the 20% discount). So it turned out not to be a big deal, I also called and the first CS rep didn't know anything about what happened to it, the second rep was helpful though.

When I first saw that the ring had reverted to “Coming Soon”, I figured they were shipping it to one of their brick and mortar stores, as someone earlier in this thread had described. I waited about 3 weeks before contacting my Sales Rep. I’m troubled by the fact that I haven’t gotten any response other than “We’re looking into it” early on and then nothing.

Sigh….

 

[Lillianlm]

I consigned a diamond ring with TRR. It was listed on their site for sale for about 2 or 3 months and then, about 3 months ago, the ring disappeared from active sales. I have it tagged as a favorite and it shows a “Coming Soon” banner. On my sales page, it lists the status of the ring as “update in progress”. I have not gotten any information about the current location of the ring - my sales rep has basically gone radio silent, after claiming she sent emails to Consignment Relations Team. I tried calling Customer Service but hung up after being on hold for almost 30 minutes.

I’m thinking about mailing a letter to TRR’s corporate office advising that I want the ring returned. I don’t have the contract in front of me but I imagine that will at least force them to either locate the ring or deem it lost within a specific time frame. (There is a provision in the contact that a seller is allowed to request the return of an item.)

I’d be interested in hearing any thoughts/suggestions, etc. TRR listed this ring for over $5K, so it’s not insignificant. Needless to say, I’m done consigning with them, which is too bad.

I’m posting this as a follow-up to describe the resolution, in case anyone else finds themself in a similar situation (consignment seemingly lost, but not acknowledged, by TRR).

Using the contract as a guide, I sent a typed letter, certified mail return receipt requested, to the legal department of TRR, advising that I wanted the diamond ring returned to me within 30 days or, if they could not produce the ring, the amount I was entitled to as commission. I cited specific paragraphs in the contract, kept it simple, and did not get into a whole lot of accusations or general complaints (although warranted).

I did not get a return correspondence but after almost a month, I noticed that TRR marked the ring as “sold” and noted on my page that I was due the commission. That commission has been paid. I’m sure they never located the ring throughout the months I inquired about its status but what was more infuriating was that there was zero communication from customer service or my contact person.

I still have a couple of items consigned with TRR which were sent at the same time as the ring, but I will no longer consign with them in the future. I’ve found them to be a great resource when things go smoothly (proper listing, quick sale, quick payment) but if there’s ever a problem (description of an item that is incorrect and needs to be changed,
item disappeared from active listing for months) there’s absolutely no customer service to be had.

It’s really a shame.

 

[Allisonfaye]

I’m posting this as a follow-up to describe the resolution, in case anyone else finds themself in a similar situation (consignment seemingly lost, but not acknowledged, by TRR).

Using the contract as a guide, I sent a typed letter, certified mail return receipt requested, to the legal department of TRR, advising that I wanted the diamond ring returned to me within 30 days or, if they could not produce the ring, the amount I was entitled to as commission. I cited specific paragraphs in the contract, kept it simple, and did not get into a whole lot of accusations or general complaints (although warranted).

I did not get a return correspondence but after almost a month, I noticed that TRR marked the ring as “sold” and noted on my page that I was due the commission. That commission has been paid. I’m sure they never located the ring throughout the months I inquired about its status but what was more infuriating was that there was zero communication from customer service or my contact person.

I still have a couple of items consigned with TRR which were sent at the same time as the ring, but I will no longer consign with them in the future. I’ve found them to be a great resource when things go smoothly (proper listing, quick sale, quick payment) but if there’s ever a problem (description of an item that is incorrect and needs to be changed,
item disappeared from active listing for months) there’s absolutely no customer service to be had.

It’s really a shame.

I am sorry you had to go through that. It must have been stressful.

It has been my experience that businesses are easy to deal with as long as things are going by the book but when there is a problem, you see the true colors of the people running the business. I have seen business owners literally get downright nasty when you complain. It' sad and unprofessional. I have stopped using a few businesses over the years that in the past I had highly recommended because when an issue arose, they didn't handle it well.

 

[Catash]

I have an Hermes scarf that was accepted by TRR, but the status hasn't changed from "accepted, item being processed" for 3 weeks, while a jacket sent in the same package has been sold! What do you think the problem is? I plan to contact them in a week to inquire about the status.

 

[rdgldy]

I have an Hermes scarf that was accepted by TRR, but the status hasn't changed from "accepted, item being processed" for 3 weeks, while a jacket sent in the same package has been sold! What do you think the problem is? I plan to contact them in a week to inquire about the status.

Same issue here. 5 items listed while 2 still processing. They are horrible and getting worse.

 

[girlhasbags]

Same issue here. 5 items listed while 2 still processing. They are horrible and getting worse.

Mine is not about consigning but I literally just put a Louis Vuitton rolling suitcase back into UPS to them that I got yesterday oh my God the condition was nowhere near what they described and the kick plate was broken ( not listed or pictured) it also listed collateral in the details that were not included when it arrived. it was just unbelievable they are getting more terrible. I have been a customer with them for over 10 years and I’ve never seen anything like what’s happening now. This is the second time in 3 months this has happened. it also appears that their customer service has gone to a call center even though they’re saying that they’re working from home.

 

[mangowife]

I was just about to send in a few items to TRR for consignment, but had second thoughts after reading this latest feedback. I consigned with them many years ago and now thinking back, I think they might have “lost” one of my items also, but since they gave me the funds due to me (after some follow up, I think), all was forgiven. Scary to see that so many others have had a similar experience! Will look for another platform to resell…

 

[snibor]

I just sold 2 bags for first time to rr. Went smoothly and was pleased.

 

[rdgldy]

I just sold 2 bags for first time to rr. Went smoothly and was pleased.

lucky you!!!

 

[rdgldy]

I was just about to send in a few items to TRR for consignment, but had second thoughts after reading this latest feedback. I consigned with them many years ago and now thinking back, I think they might have “lost” one of my items also, but since they gave me the funds due to me (after some follow up, I think), all was forgiven. Scary to see that so many others have had a similar experience! Will look for another platform to resell…

They just opened an investigation for my Tiffany and Chanel items….

 

[BeenBurned]

They just opened an investigation for my Tiffany and Chanel items….

Good luck!

 

[youngster]

I just sold 2 bags for first time to rr. Went smoothly and was pleased.

I just sold a bag to TRR and it has gone smoothly so far. (ETA: TRR is now doing direct buy outs on certain brands.) They actually offered me $250 more than FP and Rebag. I'm supposed to be paid by direct deposit which hasn't shown up yet but they said it would take up to 10 business days. Were you paid by direct deposit or check? How long did it take?