RealReal shares plunge as poor training casts doubt on "no fakes" pledge...

[DesireeW]

If a company doesn't want returns, they shouldn't be in business, lol. I'm sure we'll see some changes coming soon to TRR.

Oddly enough more and more companies are phasing out serial returners by banning them, which I think is great, because those of us who actually think before we buy are paying for those as well. So I always cheer when a company starts being a bit stricter.

The odd return or something not being as described, of course there should be a return, but the people who always change their minds (usually after having taken pictures with the items and bragging a bit online before returning) getting phased out works for real buyers.

 

[DesireeW]

You could apply that to anything you buy online then. Companies need to accommodate returns.

As I said in the previous post, most companies are banning the people who have a certain number of returns, honest buyers are paying for the "returners not buyers" because most of them just want to have a picture with the item to brag, then return. Why should others pay for that "hobby"?

 

[the_black_tie_diyer]

Beware, honest opinion to follow:

Online retailers have marketed high return rates as totally normal for at least a decade. They claimed that online shopping was as convenient, if not more, by fitting at home and returning what didn‘t. Even ordering multiple sizes was marketed as amazing and convenient. My take: They made their beds, now they should go and lie in them.

But instead they blame shoppers taking them up on their marketing strategies, at a point were so many brick and mortar stores had to close and aren‘t available anymore.

It would be laughable if it wasn‘t so sad. I and many others have seen this coming for a long time. Wait for the end of complimentary shipping to you door. First they will switch to shipping to larger pick up points for free, only. Adding a charge for shipping to your home. Then complimentary shipping will be gone completely.

For fair wages and the environment of course. So you feel good about it. lmao.

Kind regards,
Oliver

 

[jenlee8751]

I was just about to purchase a Chanel purse on TheRealReal yesterday, but got scared away from it due to:

1) Poor quality control, inaccurate descriptions coupled with lack of sufficient photos for buyer to determine actual condition
i.e. I just returned a Self-Portrait blouse from TRR that was described as "Very Good. Faint discoloration at interior lining." There was a ripped seam and basically holes in the back of the blouse, the item was damaged. I complained to them (including multiple photos of the damage) and returned the item. Today, I see that item has been relisted at the same price, with the same condition description "Very Good. Faint discoloration at interior lining."

2) For purses, at least for Chanel purses that I've been looking at, there is a strict final sale, no return policy AND no policy stating guaranteed authenticity. They have pages describing their authenticity process, but as I understand, echoing previous posters, the authentication is done by essentially amateur people who don't really have the qualifications required to guarantee authenticity. Amateur authenticators coupled with a strict no return policy and the lack of a "100% AUTHENTICITY or Your Money Back" promise makes me avoid at all costs. Even preowned, we're talking about spending thousands of dollars here with no guarantee.

3) Terrible customer service. If you have a problem with anything you purchase, good luck trying to get a hold of customer service. I was told emails get responses in 48 hours (quite slow), but I've sent emails to customer service (months ago) that have NEVER been responded to. I probably have a 30% response rate when sending emails. If you call, you can maybe speak to someone, but expect to wait a long time. The fastest I've waited was 22 minutes (yes, 22 minutes straight of listening to elevator music and a automated recording talking about TRR), and one time I called, the estimated wait time was 2 hours 40 minutes. They make it pretty impossible to get in touch with them to likely force you to give up on whatever issue you had.

The purse on TRR was described as "excellent with no signs of wear" and 5 photos that didn't help depict the condition. Luckily for me, the same purse was listed on Fashionphile, although only in "very good" condition, with corner wear described and pictured (they had 15 photos, including all angles of the purse). I ended up going with Fashionphile even though the condition of their purse was described as not as good. However, I'm already feeling better about it since Fashionphile has a generous free 30-day return policy, which gives me piece of mind. This is my first Fashionphile purchase so we'll see how it goes, but I only had to wait 5 min to speak with customer service on the phone about a question, so that's promising! Plus, I have the flexibility to return it if I'm unhappy for any reason

I can't complain about TRR customer service. I have had a fairly good experience selling, but the only non-Hermes scarf purchase I made on TRR was a wax Barbour jacket that turned into a messy pile of slime and goo the very first time I wore it (it was drizzly that day). I had already decided I would never buy a handbag there, and that was my LAST purchase. NOTE: TRR did take it back and gave me full refund with absolutely no drama.

FWIW - I personally would not EVER buy a handbag on any resale site-- ever. I sell my bags there, so of course I know there are lots of legitimate bags for sale, but there are just as many, if not more fakes and superfakes. I have also lived in China and worked IPR (international property issues) and superfakes are amazing: if you knew how much time and effort are spent on unstitching real bags stitch by stitch to make sure the materials and replication is exact...it's impressive. Many are completely indistinguishable from the real thing to the most expert/trained of eyes. And resellers get it wrong - a LOT. Since the luxury companies won't authenticate second-hand, personally I would just never take the risk.
Retail prices have gone insane, but I still pay it just for supply chain security.

 

[etoupebirkin]

I have consigned and purchased a variety of items on TRR. I have had no issues. For anything other than handbags and items on final sale, you can return anything for any reason as long as the item is in the same condition and within the return period.

I, for one, like the no return on handbags policy. When I consign my handbags and they sell, the $ will be in my next consignment payment. I bought an Hermès Opli and a Delvaux bag. I have no doubts about authenticity.

The only problems I’ve had with TRR has been item descriptions being inaccurate and photos that do not match the listing. I just request that TRR return the item. And they do. TRR also has a wide divergence in pricing. Especially with jewelry. They do not know squat about Verdura. Some things are really inexpensive and are snapped up, while other items are priced ridiculously high. And those pieces don’t sell.

Because TRR got the wrong picture and correct description, I got a $6,300 new with tags Bottega Veneta double-faced cashmere coat for $400.

 

[muchstuff]

As I said in the previous post, most companies are banning the people who have a certain number of returns, honest buyers are paying for the "returners not buyers" because most of them just want to have a picture with the item to brag, then return. Why should others pay for that "hobby"?

I wasn’t speaking about serial returners, I agree there has to be some cut off point. I’ve purchased much more from TRR than I’ve returned if you considered me a serial returner based on my post.