The Real Real policy, pics

[Conni618]

Just spoke to customer service at Real Real to ask for an important detail on a bag that was not photographed. They choose to never photograph the inside tags on the Balenciaga bags that they are selling. Further, almost all of them are not returnable. So although their prices are often lower than elsewhere, without additional photos or at least verbal confirmation of missing details, it can be a shot in the dark as to what one is buying.

Up till now, it has just been a nuisance to request additional photos and wait for days to have them emailed. Today I was told that unless the item is selling for $2500 or more, they will no longer provide further details. I guess they no longer need my money.

 

[muchstuff]

Just spoke to customer service at Real Real to ask for an important detail on a bag that was not photographed. They choose to never photograph the inside tags on the Balenciaga bags that they are selling. Further, almost all of them are not returnable. So although their prices are often lower than elsewhere, without additional photos or at least verbal confirmation of missing details, it can be a shot in the dark as to what one is buying.

Up till now, it has just been a nuisance to request additional photos and wait for days to have them emailed. Today I was told that unless the item is selling for $2500 or more, they will no longer provide further details. I guess they no longer need my money.

I've not had success with getting more pics from TRR. Second to last bag I purchased had two different shades of brown on the front panels and they took it back and promptly refunded (I do have a purchase history with them). They relisted it with no change in description.
The last bag I bought didn't note anything about the interior other than "pilling". It's filthy and needs professional cleaning. That said, the bag's really nice and I'll pay to have that done. But their descriptions aren't trustworthy. I've been very lucky with them up until recently...I'll be emailing them re: the latest bag, will update when I get a reply.

 

[2cello]

I'm kind of surprised people buy from them. For me, the high odds of having to return bags is more hassle than it is worth.

 

[Conni618]

I've not had success with getting more pics from TRR. Second to last bag I purchased had two different shades of brown on the front panels and they took it back and promptly refunded (I do have a purchase history with them). They relisted it with no change in description.
The last bag I bought didn't note anything about the interior other than "pilling". It's filthy and needs professional cleaning. That said, the bag's really nice and I'll pay to have that done. But their descriptions aren't trustworthy. I've been very lucky with them up until recently...I'll be emailing them re: the latest bag, will update when I get a reply.

It's good to hear they took that return, and perhaps they are more lenient than their policy states. In the past they've sent me photos when requested. All the new tv spots must be bringing in more business, so now they're too busy. It will be interesting to see how they respond to your email.

 

[Conni618]

I'm kind of surprised people buy from them. For me, the high odds of having to return bags is more hassle than it is worth.

It is more fun to gamble when you intend to do it, and know your odds.

 

[muchstuff]

It's good to hear they took that return, and perhaps they are more lenient than their policy states. In the past they've sent me photos when requested. All the new tv spots must be bringing in more business, so now they're too busy. It will be interesting to see how they respond to your email.

The flip side of that is that I’ve gotten some very nice bags from TRR...

 

[muchstuff]

It's good to hear they took that return, and perhaps they are more lenient than their policy states. In the past they've sent me photos when requested. All the new tv spots must be bringing in more business, so now they're too busy. It will be interesting to see how they respond to your email.

I had a friend that returned quite a few that weren’t as listed. But not recently as far as I know. They also told me when I asked for photos recently that they couldn’t get them but if the bag wasn’t as listed I could return it.

 

[Conni618]

Hmmm. That surprises me, and is good to know. Now if only you could return bags that you guessed were from a different year..

 

[muchstuff]

Hmmm. That surprises me, and is good to know. Now if only you could return bags that you guessed were from a different year..

 

[CeeJay]

Just saw this and let me tell you a story ..

Many months ago, I went to TRR's offices here in LA to bring in a bunch of very high-end jewelry (did not want to deal with eBay and I knew TRR's consignment structure). After our discussion, the Sales/Marketing Exec that I met with admired my Balenciaga bag (it was the Rouge Grouiselle Hamilton Metal Edge from a few years back). Well .. that started my discourse on the Balenciaga bags being sold on TRR and how many mistakes they are making (year, color, leather), but more importantly .. that they were opening themselves up to returns and/or worse .. lawsuits because they were missing the 'critical' authentication pictures.

Bottom line, they do not really have anyone on their staff that specializes in authenticating Balenciaga, unlike those that they have that authenticate Hermes and/or Chanel ('natch, right?). I told them, look .. AT LEAST put up pictures of the inner tag (front & back) as it provides the collector/enthusiast with very important information about the Year/Season. About 6 weeks later, when I FINALLY started to see my pieces online, I contacted the Sales/Marketing Exec AGAIN .. and said "hey - what about the Balenciaga bags?" She said "oh, yes .. you know we were thinking .. maybe YOU could help us?" Well, being unemployed at the time (and honestly, I have wanted to get into that company but from an IT Executive level), I said .. "well, let's talk about it". First of all, they said I would have to move to San Francisco (that's where their IT folks are) - okay, but .. then they said "well, we were hoping that you could do this ad hoc .. and maybe we could give you a higher % on your items" .. WTF????? So, in essence, they wanted me to do it for free! Just goes to show you that this is your typical Private Equity invested company that is ALL ABOUT THE PROFITS .. nope, been there, done that.

RANT over!

 

[CeeJay]

I had a friend that returned quite a few that weren’t as listed. But not recently as far as I know. They also told me when I asked for photos recently that they couldn’t get them but if the bag wasn’t as listed I could return it.

I was in their LA store, where they had a bag that I had looked at online. They said the color was Rouge Thulian; well, I remember seeing that color IRL in the Barneys BH store and thought "hmmm - I don't think so". So, I went to the store and found the bag, and sure enough, the year and the color were incorrect - it was actually Rouge Ambre .. a HUGE difference from Rouge Thulian!!! So, I admit .. I gave the Sales Clerk a fair amount of sh#t and went on my tirade yet again re: PLEASE photograph the inside tag front/back!! He said he would talk to his management, but I just thought to myself .. "yeah, sure ..".

On another note, I have found 2 VERY RARE bags on TRR .. but caveat emptor, you better know your stuff before buying on there!

 

[muchstuff]

Just saw this and let me tell you a story ..

Many months ago, I went to TRR's offices here in LA to bring in a bunch of very high-end jewelry (did not want to deal with eBay and I knew TRR's consignment structure). After our discussion, the Sales/Marketing Exec that I met with admired my Balenciaga bag (it was the Rouge Grouiselle Hamilton Metal Edge from a few years back). Well .. that started my discourse on the Balenciaga bags being sold on TRR and how many mistakes they are making (year, color, leather), but more importantly .. that they were opening themselves up to returns and/or worse .. lawsuits because they were missing the 'critical' authentication pictures.

Bottom line, they do not really have anyone on their staff that specializes in authenticating Balenciaga, unlike those that they have that authenticate Hermes and/or Chanel ('natch, right?). I told them, look .. AT LEAST put up pictures of the inner tag (front & back) as it provides the collector/enthusiast with very important information about the Year/Season. About 6 weeks later, when I FINALLY started to see my pieces online, I contacted the Sales/Marketing Exec AGAIN .. and said "hey - what about the Balenciaga bags?" She said "oh, yes .. you know we were thinking .. maybe YOU could help us?" Well, being unemployed at the time (and honestly, I have wanted to get into that company but from an IT Executive level), I said .. "well, let's talk about it". First of all, they said I would have to move to San Francisco (that's where their IT folks are) - okay, but .. then they said "well, we were hoping that you could do this ad hoc .. and maybe we could give you a higher % on your items" .. WTF????? So, in essence, they wanted me to do it for free! Just goes to show you that this is your typical Private Equity invested company that is ALL ABOUT THE PROFITS .. nope, been there, done that.

RANT over!

Jeez they weren't asking for much were they?

 

[atlantis1982]

Someone might want to give them a crash course on identifying styles, too. I just skimmed the first 3 pages of Bal's for sale and they had a First called a City, a City called a Mini City, a City called a City S, a Part Time called a Work...

 

[fashionmaven999]

I recently purchased a questionable Hermés belt buckle. I don’t think it is real. I noticed that the same belt buckles are turning up in abundance on The Real Real - which is odd since they are not easy to find in this particular size.

I requested pictures of the one they currently have for sale on their site. I was told it would be too difficult since it is in their warehouse. I was told to purchase it and return it if it didn’t work out. I really don’t want all that activity on my credit card. Or the time it takes to drop it off at the mail service.

I would never purchase a bag on final sale from them. That is too risky!

Edit to add: the belt buckle in question has been sold. I hope it is authentic for the buyer.

 

[Conni618]

Just saw this and let me tell you a story ..

Many months ago, I went to TRR's offices here in LA to bring in a bunch of very high-end jewelry (did not want to deal with eBay and I knew TRR's consignment structure). After our discussion, the Sales/Marketing Exec that I met with admired my Balenciaga bag (it was the Rouge Grouiselle Hamilton Metal Edge from a few years back). Well .. that started my discourse on the Balenciaga bags being sold on TRR and how many mistakes they are making (year, color, leather), but more importantly .. that they were opening themselves up to returns and/or worse .. lawsuits because they were missing the 'critical' authentication pictures.

Bottom line, they do not really have anyone on their staff that specializes in authenticating Balenciaga, unlike those that they have that authenticate Hermes and/or Chanel ('natch, right?). I told them, look .. AT LEAST put up pictures of the inner tag (front & back) as it provides the collector/enthusiast with very important information about the Year/Season. About 6 weeks later, when I FINALLY started to see my pieces online, I contacted the Sales/Marketing Exec AGAIN .. and said "hey - what about the Balenciaga bags?" She said "oh, yes .. you know we were thinking .. maybe YOU could help us?" Well, being unemployed at the time (and honestly, I have wanted to get into that company but from an IT Executive level), I said .. "well, let's talk about it". First of all, they said I would have to move to San Francisco (that's where their IT folks are) - okay, but .. then they said "well, we were hoping that you could do this ad hoc .. and maybe we could give you a higher % on your items" .. WTF????? So, in essence, they wanted me to do it for free! Just goes to show you that this is your typical Private Equity invested company that is ALL ABOUT THE PROFITS .. nope, been there, done that.

RANT over!

Ha! What a colossal nerve!
I was pretty sure there were plenty of other folks requesting that they post the identifying information. Glad you had an in--person discussion. Every time I've requested the photos over the phone, I've strongly suggested that they do themselves and their buyers a favor and photograph the tags. Every single time I'm told, "We choose to not photograph the tags, because that would allow individuals to copy the pictures to use for fake items." This BS is so ridiculous, that it isn't even worth responding to. Maybe that's why they've settled on it.
They do attract tons of great items some of which are, as you said, super rare. If they'd hired you, you would have corrected their idiotic pricing on them.