OP, any updates as to if this matter was resolved to your liking?
Time will tell if the packaging issue gets resolved or until the next complaint about packaging gets posted here or elsewhere
Scarves Help! The Real Real Ruined my Scarves!
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OP, any updates as to if this matter was resolved to your liking?
Time will tell if the packaging issue gets resolved or until the next complaint about packaging gets posted here or elsewhere
The Upper Management at The Real Real have been impressive with their response. They going to change their processes so this will never happen again. I am incredibly impressed with how quickly and efficiently they are taking steps to make everything right.
I would be very surprised if this were to happen again at The Real Real. Much of their management team has been involved in understanding how this happened and are taking measures to ensure it will not be happening in the future. As an additional outcome, I expect a dramatic drop in their damage returns from buyers as well. They seemed to have taken this very seriously. Thank you to all who encouraged me to contact them directly.
Let's hope that they will take this as seriously as you would like them to.
The listers as well as the shipping staff have to be trained properly which has not always
been the case. TRR does deserve the opportunity to address these multi faceted issues & correct
them. Many of us will be watching
Although this isn't related to the OP's scarf issue, I'm posting this here because not only does TRR need to work on how they handle clients' items but they also need to get Coach authenticators who know the items! (I wasn't even aware that TRR sold Coach on the site!)
Someone posted 2 keychains on AT Coach and both are obvious fakes. Methinks Julie Wainwright should familiarize herself with this thread and TPF in general.
This post includes quotes of the listings, the authentication and my comments:
https://forum.purseblog.com/threads/authenticate-this-coach.889527/page-1852#post-32110782
Someone posted 2 keychains on AT Coach and both are obvious fakes. Methinks Julie Wainwright should familiarize herself with this thread and TPF in general.
This post includes quotes of the listings, the authentication and my comments:
https://forum.purseblog.com/threads/authenticate-this-coach.889527/page-1852#post-32110782
No, I have not done anything with the scarves as per my resolution with The Real Real.
You know something? While I appreciate your optimism concerning TRR's response, I'm not impressed.
A company that doesn't really learn from and react appropriately to its mistakes is doomed to repeat them.
TRR has had fakes in the past and when caught, they take returns and issue refunds.
TRR has damaged items (as in the OP's case) and apologizes profusely and claims to fix their problems.
TRR assures buyers (and sellers) that they have experts who verify legality and authenticity of items. Yet TRR has done NOTHING with regard to the Coach fakes that were pointed out to them a week ago. (And in fact, they've taken the return and refunded the buyer for one of those fakes.) Yet the listings are still active.
In fact, their response to notification of those fakes is more a tacit denial than actual remorse or admission of errors. Unless "Crystal" and CEO, Julie Wainwright actually follow through on their promises, I don't hold out hope that problems will continue, be they counterfeit items or shoddy handling.
Dear xxx,
Thank you for your inquiry. Authenticity is the cornerstone of The RealReal. We staff in-house professionals including gemologists, horologists, art appraisers and apparel experts that ensure every item sold is 100% authentic and in beautiful condition.
All items are put through a multi-point, brand-specific, authentication process by a team of luxury experts guided by our Director of Authentication & Brand Compliance. During this inspection process, we validate appropriate brand markings, date codes, serial tags and hologram stickers as applicable. Each item passes through our strict authenticity test before it is curated into daily sales.
However, we have forward your concerns to our authenticy team.
Feel free to contact us if there is anything we else we may assist you with.
Regards,
Crystal
Customer Service Representative
TheRealReal.com
855.435.5893
Customer Service: Ext 1
Insides Sales: Ext 2
Consignor Relations: Ext 3
At this point, I think I'd like to ask the moderators to please close this thread. I am satisfied with my resolution with The Real Real and I feel confident that they will fix this issue because it is a substantial issue and an easy one to fix, now that they know about it. It seems that BeenBurned has other issues about Coach which might be resolved in a different item. Thanks.
I get the sense that part of that resolution involves a “will not defame” clause.
Or maybe she feels her situation was rectified and there's no point in beating a dead horse?
Pretty much this. I don't see any need to vilify a company who has really put their entire Senior Management team on this to resolve it so it will never happen again. They really responded and I feel my particular case, which was the point of this thread, has been resolved. Again, grateful to everyone who had amazing suggestions. Thank you again.
I’m glad they helped you. A couple of years ago I posted on here about an issue and one of TRR reps came to the thread and basically said I was untruthful and tried to start an argument, so it’s good that they seem to have improved that part of their customer service.