Should I File a Charge Back for My TheRealReal Purchase?

[seccrenicche]

Hi everyone,

I'm looking for some advice.

I purchased a bag on 2/12, received it on 2/15. It was a final sale item and not returnable. However, the other day I noticed that there was ripped leather at the top of the bag, near where a shoulder strap would be. It looked like a shoulder strap had been ripped off completely right near where it attached at the end of the zipper top. I didn't notice it before because it's not immediately visible. I did some more research on the bag and found out that this bag comes with a non-detachable shoulder strap. So, the previous owner must have ripped off the strap and consigned it.

This was not disclosed in the description at all. Nothing about a missing shoulder strap or ripped leather.

I emailed TheRealReal to ask for a return after I found out that there should have been a shoulder strap. They responded that it's past the return window (the item was not returnable to begin with, so I suppose they are referring to the usual 14 day window) and they can credit me $30 to use toward any future purchases with them. The bag was $370 without tax and shipping, so $30 is not going to cut it.

I'm not happy with being sold a damaged bag. Should I try to have this escalated with them? Should I try to file a charge back with my credit card company? Am I just out of luck? Any advice on what I should do now?

 

[indiaink]

This is a hard one. You liked the bag enough to buy it as it was. You carried it for a bit before noticing something off, which led you to find out it was supposed to have a shoulder strap.

However: You bought the bag with no idea that it ever had a shoulder strap, and were happy with that purchase.

I'd take the $30 credit and be done with it. The Real Real is being 'nice' - and obviously don't know what they're selling, which is why I don't buy 'unknown' from them, but only brands/styles that I know inside and out.

If you file a charge-back, your credit card company will reach the same conclusion and will deny the claim.

I know it's not what you want to hear, but -

Hi everyone,

I'm looking for some advice.

I purchased a bag on 2/12, received it on 2/15. It was a final sale item and not returnable. However, the other day I noticed that there was ripped leather at the top of the bag, near where a shoulder strap would be. It looked like a shoulder strap had been ripped off completely right near where it attached at the end of the zipper top. I didn't notice it before because it's not immediately visible. I did some more research on the bag and found out that this bag comes with a non-detachable shoulder strap. So, the previous owner must have ripped off the strap and consigned it.

This was not disclosed in the description at all. Nothing about a missing shoulder strap or ripped leather.

I emailed TheRealReal to ask for a return after I found out that there should have been a shoulder strap. They responded that it's past the return window (the item was not returnable to begin with, so I suppose they are referring to the usual 14 day window) and they can credit me $30 to use toward any future purchases with them. The bag was $370 without tax and shipping, so $30 is not going to cut it.

I'm not happy with being sold a damaged bag. Should I try to have this escalated with them? Should I try to file a charge back with my credit card company? Am I just out of luck? Any advice on what I should do now?

 

[seccrenicche]

Thanks for your response. I’m obviously biased towards the situation so I appreciate your honest input!

This is a hard one. You liked the bag enough to buy it as it was. You carried it for a bit before noticing something off, which led you to find out it was supposed to have a shoulder strap.

However: You bought the bag with no idea that it ever had a shoulder strap, and were happy with that purchase.

I'd take the $30 credit and be done with it. The Real Real is being 'nice' - and obviously don't know what they're selling, which is why I don't buy 'unknown' from them, but only brands/styles that I know inside and out.

If you file a charge-back, your credit card company will reach the same conclusion and will deny the claim.

I know it's not what you want to hear, but -

 

[BeenBurned]

I don't think this is a difficult case at all.

When buying anything, but especially pre-owned, as a buyer you have a responsibility to check your item when you receive it. You had the bag for 3.5 weeks before noticing that there's a problem.

I think you own this one and although I'm not a fan of TRR, in this case, I think they've gone above and beyond! You bought a "no return" item and even if there had been a return policy, you're way beyond it.

To look at this from another angle, imagine if you were the seller and a buyer came to you a month after purchase and receipt to complain. It's likely that you would think she used the bag for a month, damaged it and now wants to return.

Presumably, you'd come looking for support on why you don't have to accommodate her request.

But now, you're that buyer.

This can be a lesson at the school of hard knocks. I bet for your future purchases, you'll be sure to check your items out within a reasonable amount of time.

I know this isn't what you were hoping to hear but in answer to your question posed in the title of this thread, no, I don't think you should file a chargeback.