Consigning/buying with The Real Real TRR

[MSO13]

Hi all,
Coincidentally, I bought a shawl from TRR recently and the condition was listed as 'Very good. Minor pilling throughout fabric" at a non-discounted* price. When it arrived ten days later, it was NOT minor but PILLING all over the cashmere; there was a stain the size of a quarter, a long snag that spreads from the center to the border, (at least) three repairs on another long snag so much so that the prints were distorted and NONE of this was mentioned in the listing.
I spoke to their Customer service on sunday and forwarded pictures of all the issues. She offered me a $25.00 site credit or return the shawl. As I was leaving today on a trip and do not have time to deal with it, I had asked for a price adjustment instead. A similar reply - "await for management decision within 24 to 48 hours".
Looks like their CS have been trained to give the SAME response to the complaints these days.
* their usual 20% discount
Also, I wonder about "Pristine" condition - is this the equivalent of likely used????

So are you still waiting to hear back about a price adjustment? I can't believe their grading scale.

This bag I got is a ruined piece, you can't scrape this residue off (not that I tried, I took my photos and packed that baby right back up) and it can't be dyed or treated with remover as it's Crocodile. I would assume that the consignor tried to get H to save the bag as it cost about the same as a compact car in 2008 so if H couldn't clean it, there's no way I'm going to hang onto it unless the price adjustment was free. It could sell on eBay as badly damaged for about 1/2 of what TRR was selling it for.

I'm going to keep playing it politely for now but I was very firm, I expect the response to come with a return label or I will head on over to dispute with Amex. I don't like the way they conduct themselves though, many other consignment sites are able to take 12 clear photos and highlight damage, people still buy if they're informed and aware. I wouldn't have minded any of the disclosed flaws but I don't like being tricked into buying a bag that looks like gum or putty was smeared over it and then badly cleaned. I also read here that when they do take these items back, someone else usually buys them after they re-list them. It's a shameful practice.

This was to be a big birthday gift to myself so this knocked the wind out of my sails but I'm sure something great will come along as I get this resolved.

 

[Luv n bags]

So are you still waiting to hear back about a price adjustment? I can't believe their grading scale.

This bag I got is a ruined piece, you can't scrape this residue off (not that I tried, I took my photos and packed that baby right back up) and it can't be dyed or treated with remover as it's Crocodile. I would assume that the consignor tried to get H to save the bag as it cost about the same as a compact car in 2008 so if H couldn't clean it, there's no way I'm going to hang onto it unless the price adjustment was free. It could sell on eBay as badly damaged for about 1/2 of what TRR was selling it for.

I'm going to keep playing it politely for now but I was very firm, I expect the response to come with a return label or I will head on over to dispute with Amex. I don't like the way they conduct themselves though, many other consignment sites are able to take 12 clear photos and highlight damage, people still buy if they're informed and aware. I wouldn't have minded any of the disclosed flaws but I don't like being tricked into buying a bag that looks like gum or putty was smeared over it and then badly cleaned. I also read here that when they do take these items back, someone else usually buys them after they re-list them. It's a shameful practice.

This was to be a big birthday gift to myself so this knocked the wind out of my sails but I'm sure something great will come along as I get this resolved.

Sorry this happened to you. I went through a phase of purchasing a ton of stuff through TRR. Some of the bags were so bad, I insisted on my money back. I spent so much money with them, that they did take the bags back. Was I disappointed! Just like you, the winds were taken from my sails, too.

I did have to threaten to do a chargeback on my credit card - which lit a fire under their feet.

I am taking a chance by ordering one more bag. Let's see what the condition is. I hope it is in good condition. I so want this one purse!

 

[Love Of My Life]

Hi all,
Coincidentally, I bought a shawl from TRR recently and the condition was listed as 'Very good. Minor pilling throughout fabric" at a non-discounted* price. When it arrived ten days later, it was NOT minor but PILLING all over the cashmere; there was a stain the size of a quarter, a long snag that spreads from the center to the border, (at least) three repairs on another long snag so much so that the prints were distorted and NONE of this was mentioned in the listing.
I spoke to their Customer service on sunday and forwarded pictures of all the issues. She offered me a $25.00 site credit or return the shawl. As I was leaving today on a trip and do not have time to deal with it, I had asked for a price adjustment instead. A similar reply - "await for management decision within 24 to 48 hours".
Looks like their CS have been trained to give the SAME response to the complaints these days.
* their usual 20% discount
Also, I wonder about "Pristine" condition - is this the equivalent of likely used????

Hi all,
Coincidentally, I bought a shawl from TRR recently and the condition was listed as 'Very good. Minor pilling throughout fabric" at a non-discounted* price. When it arrived ten days later, it was NOT minor but PILLING all over the cashmere; there was a stain the size of a quarter, a long snag that spreads from the center to the border, (at least) three repairs on another long snag so much so that the prints were distorted and NONE of this was mentioned in the listing.
I spoke to their Customer service on sunday and forwarded pictures of all the issues. She offered me a $25.00 site credit or return the shawl. As I was leaving today on a trip and do not have time to deal with it, I had asked for a price adjustment instead. A similar reply - "await for management decision within 24 to 48 hours".
Looks like their CS have been trained to give the SAME response to the complaints these days.
* their usual 20% discount
Also, I wonder about "Pristine" condition - is this the equivalent of likely used????

Very good is pretty typical of poor condition IMO from what I was told from TRR reps.
Excellent or pristine is usually described more accurately & those items may have original tags attached
There are so many people who work a TRR who really have no sense of describing "condition".. They do not see
"stains" & they don't seem to smell "scents" (such as perfume & perspiration odors) compounded by not
accurate descriptions including sizing & measurements.
The $25.00 is the starting "negotiation" process..

 

[MSO13]

Sorry this happened to you. I went through a phase of purchasing a ton of stuff through TRR. Some of the bags were so bad, I insisted on my money back. I spent so much money with them, that they did take the bags back. Was I disappointed! Just like you, the winds were taken from my sails, too.

I did have to threaten to do a chargeback on my credit card - which lit a fire under their feet.

I am taking a chance by ordering one more bag. Let's see what the condition is. I hope it is in good condition. I so want this one purse!

Thank you, as @hotshot suggested I'm giving them the 48hr grace period to come back with a professional response before I start reminding them of Amex's excellent customer protection policies. I have never bought from them before but it's an 11K purchase and a bag in this condition should be about half that and listed as Fair condition which TRR doesn't seem to understand. I don't want a price reduction or to spend my holiday weekend negotiating so I'm hoping they just take it back quickly. I work in service and I'm very nice until I'm really pissed, then I would hate to be the person who has to deal with me. Too many years of sucking it up when clients freak out at me I guess.

I hope your bag is in good shape when it comes! I will never roll the dice with them again but to be honest I almost anticipated this being the way it would go-there just weren't enough photos to be sure. Big lesson learned for me.

It's my 40th and I so wanted something really special to mark the occasion but reaching 40 with the maturity not to lose it over something like this is a gift too.

 

[Love Of My Life]

Thank you, as @hotshot suggested I'm giving them the 48hr grace period to come back with a professional response before I start reminding them of Amex's excellent customer protection policies. I have never bought from them before but it's an 11K purchase and a bag in this condition should be about half that and listed as Fair condition which TRR doesn't seem to understand. I don't want a price reduction or to spend my holiday weekend negotiating so I'm hoping they just take it back quickly. I work in service and I'm very nice until I'm really pissed, then I would hate to be the person who has to deal with me. Too many years of sucking it up when clients freak out at me I guess.

I hope your bag is in good shape when it comes! I will never roll the dice with them again but to be honest I almost anticipated this being the way it would go-there just weren't enough photos to be sure. Big lesson learned for me.

It's my 40th and I so wanted something really special to mark the occasion but reaching 40 with the maturity not to lose it over something like this is a gift too.

Happy 40th to you...don't let this spoil it for you...
Think many of us can play fair when it comes to a situation such as this, but don't push our buttons because it doesn't result in a good ending.
TRR does not sadly speaking describe items accurately & they still don't seem to hire qualified or knowledgeable people who know how
to do that & haven't stepped up to the plate to "learn either" by all the various comments madae here with regard to "condition"...
Pretty sure TRR will be closed over the weekend ( Sat & Sun) so hope you have your answer by Friday.. otherwise I would just dispute
the charge with Amex send pictures & Amex should have your back on this
48 hours is a reasonable amount of time to look at the pictures & make a decision
Good luck & keep us posted

 

[MSO13]

Well guys, I'm very happy to report that they have already processed the full refund and sent me a shipping label. No questions asked.

I'm taping it up and handing to Fed Ex shortly. While I'm not thrilled with the failure to disclose the damage, I'm very pleased they took care of it so quickly. I appreciate you guys for listening and the good thoughts! I don't spend a lot of time outside the H forum but thanks for sharing your experiences too.

 

[Love Of My Life]

Well guys, I'm very happy to report that they have already processed the full refund and sent me a shipping label. No questions asked.

I'm taping it up and handing to Fed Ex shortly. While I'm not thrilled with the failure to disclose the damage, I'm very pleased they took care of it so quickly. I appreciate you guys for listening and the good thoughts! I don't spend a lot of time outside the H forum but thanks for sharing your experiences too.

Hands down the right thing for TRR to do... a picture is worth a thousand words!!
And the manager/supervisor in charge of H needs to look at that bag up close & personal & if it is
re-listed (which is likely will be) the condition needs to be accurately disclosed..
No one else should go through this, IMO

 

[MSO13]

Hands down the right thing for TRR to do... a picture is worth a thousand words!!
And the manager/supervisor in charge of H needs to look at that bag up close & personal & if it is
re-listed (which is likely will be) the condition needs to be accurately disclosed..
No one else should go through this, IMO

I agree that they will relist so I'll keep an eye on it. It should be priced much lower, it started at 13K which is pretty appalling with this damage. I don't think any of the other big H consignors would take it in this condition. This is considered "beater" condition to me. A shame because at half the price and without the sticky stuff I would have worn the bag to death!

I misspoke, they processed my shipping refund and I imagine they will refund the bag purchase when it arrives to them. It'll be to them tomorrow so I would expect it'll all be taken care of by end of next week with the holiday. Conveniently Fed Ex showed up at my office about 10 minutes after I got the label.

It's definitely not going to ruin my birthday, I'm spending it with my whole family. It's practically a miracle for us all to be in the same city so that's a million times better than a bag any day. And I told my H SA about the Lindy disaster and she's trying to find me something to make up for it

 

[Love Of My Life]

I agree that they will relist so I'll keep an eye on it. It should be priced much lower, it started at 13K which is pretty appalling with this damage. I don't think any of the other big H consignors would take it in this condition. This is considered "beater" condition to me. A shame because at half the price and without the sticky stuff I would have worn the bag to death!

I misspoke, they processed my shipping refund and I imagine they will refund the bag purchase when it arrives to them. It'll be to them tomorrow so I would expect it'll all be taken care of by end of next week with the holiday. Conveniently Fed Ex showed up at my office about 10 minutes after I got the label.

It's definitely not going to ruin my birthday, I'm spending it with my whole family. It's practically a miracle for us all to be in the same city so that's a million times better than a bag any day. And I told my H SA about the Lindy disaster and she's trying to find me something to make up for it

Have a wonderful birthday & being with your family is a priceless gift!! Enjoy the day!!

 

[Luv n bags]

Thank you, as @hotshot suggested I'm giving them the 48hr grace period to come back with a professional response before I start reminding them of Amex's excellent customer protection policies. I have never bought from them before but it's an 11K purchase and a bag in this condition should be about half that and listed as Fair condition which TRR doesn't seem to understand. I don't want a price reduction or to spend my holiday weekend negotiating so I'm hoping they just take it back quickly. I work in service and I'm very nice until I'm really pissed, then I would hate to be the person who has to deal with me. Too many years of sucking it up when clients freak out at me I guess.

I hope your bag is in good shape when it comes! I will never roll the dice with them again but to be honest I almost anticipated this being the way it would go-there just weren't enough photos to be sure. Big lesson learned for me.

It's my 40th and I so wanted something really special to mark the occasion but reaching 40 with the maturity not to lose it over something like this is a gift too.

Hope it works out!
Happy Birthday to you!

 

[nikksterxx]

I ordered an LV wallet from them and realized two of the corners have peeled glazing. This was not mentioned in the condition. I wonder if TRR will do anything

 

[Love Of My Life]

I ordered an LV wallet from them and realized two of the corners have peeled glazing. This was not mentioned in the condition. I wonder if TRR will do anything

Suggest you contact CS & send a photo of the corners that have peeled glazing..
Was it a recent purchase & did you remove the security tag?
If the tag was removed, you may have a problem...

 

[nikksterxx]

Suggest you contact CS & send a photo of the corners that have peeled glazing..
Was it a recent purchase & did you remove the security tag?
If the tag was removed, you may have a problem...

I purchased on 11/17/16 and it didn't come with a security tag as there was no where to attach it. I sent them a message from the website but it didn't allow me to attach any pictures.

I don't want to return it - as everything else is fine but I want some type of compensation so I can put that towards getting it repaired. Not sure if TRR will even consider that though.

 

[Love Of My Life]

I purchased on 11/17/16 and it didn't come with a security tag as there was no where to attach it. I sent them a message from the website but it didn't allow me to attach any pictures.

I don't want to return it - as everything else is fine but I want some type of compensation so I can put that towards getting it repaired. Not sure if TRR will even consider that though.

I'm not sure if TRR will offer you any compensation but would suggest contacting customer service to see what their policy
is for this crcumstance

 

[ccbaggirl89]

just my 2 cents. purchased 1 chanel bag, 1 prada bag, and 1 cashmere burberry scarf, all within the past 5 months. the burberry scarf was listed as 'excellent' and it was more like 'average' ; it looked slightly used. the chanel bag was listed as 'very good' but was actually excellent and had accessories with it that were not even listed in the ad, so i was super happy with that purchase. the prada was listed as 'very good' and was that. i've been satisfied so far with the items, but i buy used and vintage all the time, so my expectations are never too high. i also blow up every single pic trr provides and go over it a few hundred times - the description often doesn't mention wear, corners, and leather issues that are quite visible in the photos. considering the price of the items on the site, 4 or 5 generic pics isn't enough and that bugs me a lot. but i'd shop there again for sure.