The Real Real lost my items

[Lillianlm]

After months of attempting to have my TRR items returned to me, I only had luck after filing a BBB complaint. Needless to say, I haven’t consigned with them since and now avoid shopping there, too.

I posted about this elsewhere, but the way I got payment from TRR for an item I believe they lost (which can also be done to get items returned) is to follow the terms of the contract (paragraph 5) and send a written request to their legal department in San Francisco demanding return of the items. They are obligated to return the items within 30 days, pursuant to paragraph 5(b). Read the details of the contract to determine whether the cost is on you or if they bear the cost of return. That is dependent upon the length of time they’ve had the items.

In my case, my letter forced TRR to pay my commission, as they couldn’t return the item within the 30 days.

I also recommend that you send your letter by certified mail, return receipt requested. Cite the specific paragraph(s) of the contract and keep your demand short and to the point. Remember, they are contractually obligated to return the items if you properly request it. Read your contract and put your request in writing.

 

[louisandlattes]

I posted about this elsewhere, but the way I got payment from TRR for an item I believe they lost (which can also be done to get items returned) is to follow the terms of the contract (paragraph 5) and send a written request to their legal department in San Francisco demanding return of the items. They are obligated to return the items within 30 days, pursuant to paragraph 5(b). Read the details of the contract to determine whether the cost is on you or if they bear the cost of return. That is dependent upon the length of time they’ve had the items.

In my case, my letter forced TRR to pay my commission, as they couldn’t return the item within the 30 days.

I also recommend that you send your letter by certified mail, return receipt requested. Cite the specific paragraph(s) of the contract and keep your demand short and to the point. Remember, they are contractually obligated to return the items if you properly request it. Read your contract and put your request in writing.

Genius! I wish I had had this idea when my items were missing. I’ll keep this advice in mind if I meet anyone having problems in the future.
Thank you!

 

[incredibellle]

Sharing my experience and adding another data point that is the incompetency that is TheRealReal..

Two items were returned to me (not my decision) in November, but were addressed to the wrong address. They have been lost for nearly 2 months and each time I reach out via text, someone assures me they handled it and it's clear they haven't done anything.

I reached out immediately via text to 50347 to get my address updated in November. I reached out again a day later because another item was being returned to the wrong address. Both times, the associate assured me they were ensuring the items were going to my correct address.

1 month later, I still didn't receive any items. It took me 2 full days to get a response via text. Another associate looked into my missing items, confirmed they were still missing (and that the previous 2 associates did nothing and didn't change my address), and said the two items would be sent back to my correct address and she will send an email with an update.

It has been 3 weeks since I last spoke with that associate and I have received no updates on my missing items for 3 weeks. I texted with another associate today who I told that I am expecting full compensation ASAP, which he did not understand. He simply told me to wait another 7-10 business days. I am not confident he did anything either.

I also tried calling and got routed to presumably some offshore call center who told me he is just customer service and can't help me. When I asked to be transferred, he told me the Consignor Relations team is not working today due to Covid guidelines and referred me back to text. I explained that I have been texting for months and have received no resolution or sign that anything is being done. When I asked when any one from Consignor Relations team will be working again so I can call back, he said that he doesn't know and that the guidelines are unclear. :| If what he says is true, it's strange to me that an entire department would be off for an indeterminate amount of time.. what the heck is going on with this company?

 

[lulilu]

Sharing my experience and adding another data point that is the incompetency that is TheRealReal..

Two items were returned to me (not my decision) in November, but were addressed to the wrong address. They have been lost for nearly 2 months and each time I reach out via text, someone assures me they handled it and it's clear they haven't done anything.

I reached out immediately via text to 50347 to get my address updated in November. I reached out again a day later because another item was being returned to the wrong address. Both times, the associate assured me they were ensuring the items were going to my correct address.

1 month later, I still didn't receive any items. It took me 2 full days to get a response via text. Another associate looked into my missing items, confirmed they were still missing (and that the previous 2 associates did nothing and didn't change my address), and said the two items would be sent back to my correct address and she will send an email with an update.

It has been 3 weeks since I last spoke with that associate and I have received no updates on my missing items for 3 weeks. I texted with another associate today who I told that I am expecting full compensation ASAP, which he did not understand. He simply told me to wait another 7-10 business days. I am not confident he did anything either.

I also tried calling and got routed to presumably some offshore call center who told me he is just customer service and can't help me. When I asked to be transferred, he told me the Consignor Relations team is not working today due to Covid guidelines and referred me back to text. I explained that I have been texting for months and have received no resolution or sign that anything is being done. When I asked when any one from Consignor Relations team will be working again so I can call back, he said that he doesn't know and that the guidelines are unclear. :| If what he says is true, it's strange to me that an entire department would be off for an indeterminate amount of time.. what the heck is going on with this company?

Did you have a consignor person or "luxury account specialist" you dealt with when you consigned your items? I would call and email that person. At least that is a person who knows you and your account?

 

[incredibellle]

Did you have a consignor person or "luxury account specialist" you dealt with when you consigned your items? I would call and email that person. At least that is a person who knows you and your account?

I do, I guess it's worth another try. When I first reached out to her in November about my items getting sent to the wrong address she just told me to text the number I've been texting. It seemed like they're in different departments, but I'll try her again just to see..

 

[louisandlattes]

Sharing my experience and adding another data point that is the incompetency that is TheRealReal..

Two items were returned to me (not my decision) in November, but were addressed to the wrong address. They have been lost for nearly 2 months and each time I reach out via text, someone assures me they handled it and it's clear they haven't done anything.

I reached out immediately via text to 50347 to get my address updated in November. I reached out again a day later because another item was being returned to the wrong address. Both times, the associate assured me they were ensuring the items were going to my correct address.

1 month later, I still didn't receive any items. It took me 2 full days to get a response via text. Another associate looked into my missing items, confirmed they were still missing (and that the previous 2 associates did nothing and didn't change my address), and said the two items would be sent back to my correct address and she will send an email with an update.

It has been 3 weeks since I last spoke with that associate and I have received no updates on my missing items for 3 weeks. I texted with another associate today who I told that I am expecting full compensation ASAP, which he did not understand. He simply told me to wait another 7-10 business days. I am not confident he did anything either.

I also tried calling and got routed to presumably some offshore call center who told me he is just customer service and can't help me. When I asked to be transferred, he told me the Consignor Relations team is not working today due to Covid guidelines and referred me back to text. I explained that I have been texting for months and have received no resolution or sign that anything is being done. When I asked when any one from Consignor Relations team will be working again so I can call back, he said that he doesn't know and that the guidelines are unclear. :| If what he says is true, it's strange to me that an entire department would be off for an indeterminate amount of time.. what the heck is going on with this company?

If I can make a suggestion, submit a BBB complaint!

They gave me the runaround in the same way for weeks; after my BBB complaint, the issue was resolved within 48 hours.

Wishing you the best!

 

[Love Of My Life]

Sharing my experience and adding another data point that is the incompetency that is TheRealReal..

Two items were returned to me (not my decision) in November, but were addressed to the wrong address. They have been lost for nearly 2 months and each time I reach out via text, someone assures me they handled it and it's clear they haven't done anything.

I reached out immediately via text to 50347 to get my address updated in November. I reached out again a day later because another item was being returned to the wrong address. Both times, the associate assured me they were ensuring the items were going to my correct address.

1 month later, I still didn't receive any items. It took me 2 full days to get a response via text. Another associate looked into my missing items, confirmed they were still missing (and that the previous 2 associates did nothing and didn't change my address), and said the two items would be sent back to my correct address and she will send an email with an update.

It has been 3 weeks since I last spoke with that associate and I have received no updates on my missing items for 3 weeks. I texted with another associate today who I told that I am expecting full compensation ASAP, which he did not understand. He simply told me to wait another 7-10 business days. I am not confident he did anything either.

I also tried calling and got routed to presumably some offshore call center who told me he is just customer service and can't help me. When I asked to be transferred, he told me the Consignor Relations team is not working today due to Covid guidelines and referred me back to text. I explained that I have been texting for months and have received no resolution or sign that anything is being done. When I asked when any one from Consignor Relations team will be working again so I can call back, he said that he doesn't know and that the guidelines are unclear. :| If what he says is true, it's strange to me that an entire department would be off for an indeterminate amount of time.. what the heck is going on with this company?

If I can make a suggestion, submit a BBB complaint!

They gave me the runaround in the same way for weeks; after my BBB complaint, the issue was resolved within 48 hours.

Wishing you the best!

In addition to the suggestion above, I'd also contact the CEO Julie Wainwright & hopefully
you noted the names of the various people you spoke & texted with. She needs to know how
the staff has handled your situation, JMO

 

[Lillianlm]

The contact information for TRR’s Legal Department:

The RealReal, Inc.
Attn: Legal Department
55 Francisco St, 6th Floor
San Francisco, CA 94133

 

[rdgldy]

Definitely file a claim with the BBB. I would also blast their social media. They are a horror to deal with.

 

[langchacha]

Sharing my experience and adding another data point that is the incompetency that is TheRealReal..

Two items were returned to me (not my decision) in November, but were addressed to the wrong address. They have been lost for nearly 2 months and each time I reach out via text, someone assures me they handled it and it's clear they haven't done anything.

I reached out immediately via text to 50347 to get my address updated in November. I reached out again a day later because another item was being returned to the wrong address. Both times, the associate assured me they were ensuring the items were going to my correct address.

1 month later, I still didn't receive any items. It took me 2 full days to get a response via text. Another associate looked into my missing items, confirmed they were still missing (and that the previous 2 associates did nothing and didn't change my address), and said the two items would be sent back to my correct address and she will send an email with an update.

It has been 3 weeks since I last spoke with that associate and I have received no updates on my missing items for 3 weeks. I texted with another associate today who I told that I am expecting full compensation ASAP, which he did not understand. He simply told me to wait another 7-10 business days. I am not confident he did anything either.

I also tried calling and got routed to presumably some offshore call center who told me he is just customer service and can't help me. When I asked to be transferred, he told me the Consignor Relations team is not working today due to Covid guidelines and referred me back to text. I explained that I have been texting for months and have received no resolution or sign that anything is being done. When I asked when any one from Consignor Relations team will be working again so I can call back, he said that he doesn't know and that the guidelines are unclear. :| If what he says is true, it's strange to me that an entire department would be off for an indeterminate amount of time.. what the heck is going on with this company?

So many headaches dealing with TRR both as consignor and customer. Their customer service is incredibly problematic and frustrating. I don’t think it could be worse. They don’t actually read your emails—they just reply with standard formatted answers. Takes multiple attempts to finally get somewhere & someone who is actually capable of trouble shooting. I hope your situation gets resolved.

 

[Gennas]

So many headaches dealing with TRR both as consignor and customer. Their customer service is incredibly problematic and frustrating. I don’t think it could be worse. They don’t actually read your emails—they just reply with standard formatted answers. Takes multiple attempts to finally get somewhere & someone who is actually capable of trouble shooting. I hope your situation gets resolved.

Yes, and you can't even get a person in the US anymore. When I call into Customer Service I always get someone in India!!!

 

[chloe_chanel]

Welp I’m glad I listened to you guys on some level and took pics of what was in the box before shipping. I think they have lost my items since even the guy I’m working with says that I should have had my items listed by now. I will definitely be contacting him and sending out my pics today. Also I have individual pics of each item while it was in my possession as well, so that helps even more. This is so ridiculous…should have listened about the consignment horror stories. Just liked shopping with them so much :-/

 

[darkangel07760]

This scares me as I have some items I want to consign. Anyone recommend someone else?

 

[waterlillyje]

YES INDEED .. they "lost" 3 of my (more expensive) Jewelry items and it took them 3 freakin' months to research it (claiming the same as what you noted that "well - maybe YOU didn't include them")!!! Total BS .. because before I give it to the gal (who also comes to my house - likely that it's the same person @gracekelly) .. I photograph EVERYTHING and I also write up a list (actually in Excel), with a description of the item and the retail price .. and I make the gal SIGN the document noting that all the items listed and photographed are included in the "drop-off" parcel.

So, what happened in my case??? .. (and I found out only because one of their stupid inside associates accidentally cc:'d me on an internal email) .. 2 folks in their LA Warehouse walked off with those 3 Jewelry items (in other words, they STOLE them and never showed up at TRR again .. so, obviously they had every intention of stealing them and getting the hell out of town)!! I reported the incident to the LAPD, but as you might suspect, the LAPD did NOTHING (can't even say how disappointing I find them .. it's like they simply DO NOT care about any of the folks in the Valley) .. in addition to their response of "well - this type of 'stuff' happens a lot out here and yes, the folks jump-out of LA as soon as possible".

So, what really made TRR jump?!?! I called my dear Attorney friend back in Boston (Labor Law), to inquire as to who would be the best attorney in Boston that would be able to help me. More importantly .. (remember, I worked in the Alternatives area and as such, I knew the Investment Managers who had provided the start-up $$$) I started to craft an email that would be sent to their CEO and my lawyer, noting that the 3 items were stolen (I also provided the copy of the email that I accidentally received) .. that I would report them not only for theft but more importantly .. I would make their Investment Managers aware of said theft which could very well result in them divesting their interest in TRR (and since the 3 IM's had all put in a fair amount of $$$). Since TRR had yet to go public, losing any investment $$$ would hurt them greatly!

In the same letter, I provided the pictures of my items, the list of my items, and the signed copy of the receipt of all items but more importantly, I noted that since the theft occurred on their premises and that the thieves had been employees of TRR, I expected TRR to outright PURCHASE my stolen items at FULL RETAIL!!!!! So, well .. 2 out of 3 isn't bad .. TRR did agree to purchase the items outright, but unfortunately .. because I had signed the consignment agreement, I could not get the full retail price .. but they did pay me 80% of the retail price (remember - their "normal" agreement is 70% but it does also depend on the "cost" of the item). Their CEO was pretty darn pissed off at me and in one phone call (my attorney was also on the line), she noted that she planned to "cancel" my account such that I couldn't purchase or sell any items anymore .. and that is when my attorney stepped in and told her "under no circumstances will my/your client be subjected to that threat"!! Another important note .. they had to pay me w/in 7 days, not their BS of paying on the 15th of the month and they had to pay me by direct deposit with ZERO fees incurred by me.

7 days later .. I had the $$$ and it was a nice sum, but .. alas, I refuse to consign with them going forward .. I will purchase items (I find that they stupidly put up designer jewelry for pennies on the dollar because they simply don't know the designer jewelry as I do) as I have gotten some truly MEGA-deals!!

Sorry for the verbose response; if you want to PM me, feel free to do so ..

Hi Ceejay, how are you ? the real real picke up 8 luxury items in my place in LA 1 month ago, I have the driver receipt and they don't know now where my items are, may I contact you for advice ? thank you for your help
Julie

 

[Gennas]

Has anyone worked with the Real Real Account Luxury manager
Maegan Monne ? I have over $50,000 that I was going to have her pick up at my house. Now I'm concerned after reading about the issues everyone is having.