The Real Real lost my items

[etoile de mer]

The thread linked below is from 3 years ago, but reading it, and other stories I've read here on the forum, have made me want to run the other way! I know some have had good experiences with them, but I'd rather have less chance of this kind of drama in my life!

Scarves - Help! The Real Real Ruined my Scarves!

So, I have 24Hermes scarves I wanted to sell and, I wanted to try out The Real Real. I sent them 24 scarves, packed carefully in boxes, some new with tags. One scarf they sold without my permission on a price. One scarf they rejected. The rejected scarf was returned to me out of its box, loose...

forum.purseblog.com

 

[gracekelly]

I have never sold to TRR but as a customer, they are now last on my list when I am looking for preloved. Their photography is a joke, their descriptions are often very inaccurate and always incomplete, they don't know the style names or colors for most items, their return policy is terrible, and they don't do free shipping. I guess the only upside to their incompetence is when they price something too low because they have no idea what it is.

I totally agree about descriptions. Two pair or the shoes I sent were new in the box. I never wore them. How they listed them with wear to the toe and inner sole is beyond me.

 

[gracekelly]

After mulling this overnight, I think I will request that a review of all the items that van picked up on that day and time period, be done. If the scarves are listed eventually they might be part of another person’s consignment.

I certainly learned that a photo should be taken of what is in a box or shopping bag before shipping. A video of the items being placed would be even better.

 

[gracekelly]

I've heard this too, people shipping two or more bags to Fashionphile or somewhere but then being told that only one was received. Then the burden of proof is on you to show that you actually shipped two or more.

Still, TRR should have the person picking up the items check them off individually against the consignment list and provide a receipt immediately. It wouldn't take that long and would likely avoid the problem of items "disappearing" since it would be clear that the items were picked up. They could do this contactless as well.

Absolutely and I put the inventory list in with the items!

 

[SakuraSakura]

I am so horrified and saddened to hear that this is happening to you. I hope you're able to either retrieve the items or be properly compensated for them.

 

[gracekelly]

I am so horrified and saddened to hear that this is happening to you. I hope you're able to either retrieve the items or be properly compensated for them.

Thanks! By telling people that they must not have included them in the shipment, they are throwing the onus back on the consignor. Very clever of them so they don't have to pay out.

 

[NS107]

OP, I am so sorry this happened to you. I agree with the others who suggest checking the website to see if your scarves were mixed up with another consignor‘s Items. Based on my recent experience with TRR, I can totally see how this could happen. There is a client rep in my area who makes contactless pick-ups once a month. I packed my items in three shopping bags, each with the detailed inventory list of all the items and also noting which items from the inventory were in that bag. I also emailed the list to the client rep and took photos. When she arrived, her car was packed! She placed two bags in a white zippered sack on the back seat and then stuffed the third bag in an open space in the truck, separating it from the others. The whole time I kept thinking that those items could easily be mixed up with another consignor’s especially if the contents fell out during transit. In the end, it worked out for me. But if I consigned again, I‘d go the extra step as you suggested and video the packing of each shopping bag. I hope they find your scarves.

 

[CeeJay]

I sent quite a few things to the Real Real. They were actually picked up at my home with their contactless pickup service. I noticed that three items were not being shown on my sales page and inquired about it. I am now being told that they don't have them and they are suggesting that I never included them! Has this happened to anyone where they have lost things?

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 ..

 

[youngster]

Wow @CeeJay, what a story! Glad you fought the good fight and won. That is ridiculous that TRR wouldn't just step up and make it right, especially given that you had that internal email showing the items were stolen by their employees.

I have sold items through another consignment site, ThredUp, for a couple of years. Nothing high end designer, mostly just mall stuff but occasionally a few really nice items. I've had items disappear a couple of times, including recently (a lightweight leather jacket) that never made it to listing. I emailed a couple of times and was told that the item was rejected for quality issues. Too bad for me. (I stupidly forgot to ask for return assurance so that anything rejected would come back to me.) The jacket had been worn maybe twice and was in perfect condition and a lovely color too. I'm sure someone walked off with it. Because I never expect much money from these sales, I didn't pursue it but I'm done selling through them as well and will just donate to charity or sell the nicer items myself.

 

[bisousx]

This is my biggest fear, which is why I only drop off consignments to their office where you have an appointment, someone sits down with you and reviews the item in your presence and get documentation of its receipt.

I did once arrange for UPS pickup during the hype of pandemic and was a nervous wreck because the UPS guy didn’t give me a confirmation of pickup/scan receipt even when I asked for it. TRR said that if the item went missing in transit, their postal insurance would pay for the value of the item.

Now we know this is a crock of ish.

I recently did a drop off to their store and it’s been over a month... finally accepted but not listed yet. So even their store drop off is not acceptable imo.

I’m so sorry this happened to you @gracekelly. Can you take them to small claims court?

 

[Love Of My Life]

Keep checking the website as it is a possibility that inventory can get mixed up.
However, when TRR claims it wasn't in the "bag" & points the finger at you the consignor,
something is very wrong with that picture.
All bags/boxes should be taped/sealed...
I am sorry this happened & hopefully this will all sort out & be as proactive as your patience
will allow.. Don't take this loss sitting down even if you have to work something out.. DO so!!

 

[880]

I sent quite a few things to the Real Real. They were actually picked up at my home with their contactless pickup service. I noticed that three items were not being shown on my sales page and inquired about it. I am now being told that they don't have them and they are suggesting that I never included them! Has this happened to anyone where they have lost things?

This is so terrible @gracekelly. I am so sorry this happened to you. I have sent items to TRR in the past, but packed them in my own box. I agree with the BBB, police report and atty suggestion from other TPFers above. fingers crossed that TRR does the right thing. Please keep us updated. Hugs

 

[gracekelly]

This is my biggest fear, which is why I only drop off consignments to their office where you have an appointment, someone sits down with you and reviews the item in your presence and get documentation of its receipt.

I did once arrange for UPS pickup during the hype of pandemic and was a nervous wreck because the UPS guy didn’t give me a confirmation of pickup/scan receipt even when I asked for it. TRR said that if the item went missing in transit, their postal insurance would pay for the value of the item.

Now we know this is a crock of ish.

I recently did a drop off to their store and it’s been over a month... finally accepted but not listed yet. So even their store drop off is not acceptable imo.

I’m so sorry this happened to you @gracekelly. Can you take them to small claims court?

In a non Covid world, I would have taken them in as you are quite right, that is the best way to do it.

 

[gracekelly]

Yesterday I wrote a rather strongly worded email to them. So far crickets.

 

[QuelleFromage]

I am still so horrified this is happening to you, and now I remember the tPFer whose scarves were ruined. Honestly, a group of buyers/consignors should write an open letter to their investors. Many of us are lawyers, investors, etc. They need to hear these stories.
(Or, we all get together and launch a competitor.....)