The RealReal ruined my brand new Picotin

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S

sonyngo

O.G.
Jan 18, 2011
30
46
#1
Hi all,
I am completely heartbroken.
I sent my Picotin 18 to the Real Real for consignment exactly a year ago (brand new condition at the time, never carried even once). I asked for them to return it back to me. I just received the shipment today and I'm absolutely horrified of the condition once I got it back.
  1. They left the security tag on so I had to cut it off and it would not stop beeping
  2. Structure of the bag is completely ruined, not just sloppy but the leather caved in in random places
  3. The leather somehow look stretched out?
I'm not sure what to do. I immediately contacted them and their response was "the best I can do for you to add $50.00 in site credit as an apology". What a joke!
Does anyone know how to potentially restore it to better condition structurally?
Thanks so much.

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#4
I'm sorry to hear about this. This situation is one of my great fears with TRR and I asked questions about this exact scenario recently when I went in to get some of my items assessed. Based on those conversations (twice! with two different staff members! in store) my understanding of the policy is that if the item is not returned in the same condition as when you sent it to them, they are supposed consider it as sold (to them) at whatever price that was LAST AGREED (ie, if it's been put on sale etc, they might contest the price). The critical point here is you have to 1) get a hold of the right person to handle the case 2) have extensive photos of the bag's state before you consigned it with them.

If I was you I would keep hounding them. Go into a store personally if you can. Especially since they sent it back with the security tag on it. If you can't make it to the boutique, probably best to leave it alone until you can get a straight answer. If you still have the security tag, even if you took it off and it's leaking ink, put it in a plastic ziplock or something as evidence.

I hope this helps. It's never fun to be in a situation and wishing you the best. Good luck!
 
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#5
As the bag was brand new, I'm curious - did you include the box? If so, I don't see a scenario where TRR would have stored it outside of the accompanying box, honestly. I think I can answer my own question as I can see the open box in your photos, but just to be sure.
 
#6
I am saddened to hear your experience. I had the same situation. I consigned two Chanel bags at my local Real Real in Palm Beach and got my valuation report listing in pristine condition with no signs of wear. I included box, dust bag tissue paper, felt liners etc. They stopped communicating with me when I had simple questions so I asked for my items back. The treatment I received is another long story but when I finally received my bags back, they were just placed on top of the tissue, not in the dust bag, no felt liners placed. They weren’t supported so they must have been shaking around when shipped. There is significant damage to the corners. When I notified them, their solution was for me to send them back so they could evaluate. I said no thank you! Again, I am so sorry this happened to you as well. I had them close my account and didn’t want anything else to do with them.
 
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#7
sonyngo said:
Hi all,
I am completely heartbroken.
I sent my Picotin 18 to the Real Real for consignment exactly a year ago (brand new condition at the time, never carried even once). I asked for them to return it back to me. I just received the shipment today and I'm absolutely horrified of the condition once I got it back.
  1. They left the security tag on so I had to cut it off and it would not stop beeping
  2. Structure of the bag is completely ruined, not just sloppy but the leather caved in in random places
  3. The leather somehow look stretched out?
I'm not sure what to do. I immediately contacted them and their response was "the best I can do for you to add $50.00 in site credit as an apology". What a joke!
Does anyone know how to potentially restore it to better condition structurally?
Thanks so much.

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I am sorry to hear of your experience. My suggestion is to reach out to the CEO asap to
share the image of the bag (sent) & how you received it back & the response from client services
When you consigned the bag, was the condition written on the consignment receipt with perhaps an image
This is unacceptable all around.
If you have an SA at Hermes I'd contact Hermes about what has happened to the shape of the
Picotin to see what options you have for restoring the shape.
 
#8
sonyngo said:
Hi all,
I am completely heartbroken.
I sent my Picotin 18 to the Real Real for consignment exactly a year ago (brand new condition at the time, never carried even once). I asked for them to return it back to me. I just received the shipment today and I'm absolutely horrified of the condition once I got it back.
  1. They left the security tag on so I had to cut it off and it would not stop beeping
  2. Structure of the bag is completely ruined, not just sloppy but the leather caved in in random places
  3. The leather somehow look stretched out?
I'm not sure what to do. I immediately contacted them and their response was "the best I can do for you to add $50.00 in site credit as an apology". What a joke!
Does anyone know how to potentially restore it to better condition structurally?
Thanks so much.

View attachment 5670391

View attachment 5670392
Click to expand...
Your experience is beyond unacceptable and as others have mentioned -reach out to corporate, raise Cain! But as one who has had similar experience....lessen learned..only take handbag where they will buy it outright. I have had nothing but great results with Fashionphile who bought many a Hermes Kelly -Birkin from me....hence the handbag goes in with me..leaves with me if not purchasing outright! Sorry from you troubles....hoping for a better outcome!
 
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#10
"the best I can do for you to add $50.00 in site credit as an apology".
This is admission that something is wrong.
It is an opening offer in the hope that you will accept and the matter will be closed.
What is the outcome you want:
full repayment of the value of the bag;
compensation for your perceived deterioration in condition;
replacement of the bag? i
You will have to decide that then be prepared to gather your evidence and fight your case.
Cut the emotion - 'completely heartbroken' over a bag you had decided to get rid of a year ago and have not had in your possession since?
It might get you sympathy on a public forum, but it won't be helpful in your negotiations.
From my perspective you can be angry, annoyed, furious or some such reaction, but 'heartbroken' - NO
 
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#11
Also think of how many people tried on, mod and held your bag if it was also displayed in a store in addition to online. Sometimes they ship these bags across the states if a client wants to see it in person. I’ve asked them to do that for me on two occasions to see the bags in person from different states given their no return policy for bags. Good luck, will give it to you straight, it’s not going to be an easy battle. Stand firm.
 
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#13
i am amazed at what they do ! just stopped by the maddison ave. shop, because the 25cm cargo birkin 39,000 ! i might add that i was considering was located at that store, so before purchasing i thought i would look at it personally.
it was some money after all !
when the sales person pulls up the bag from storage in plastic bag, and says here you go, and basically, drops it in front of me ..... i said ok its resale i don't like it but here i am.... then i inspect the bag...... NEW with tags was the description but not its condition, it was a mess shape, the base had a brownish black spot, plastic peeling, i declined, but was shocked at the way it was kept !!!
 
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#14
Hi I'm new here, but I couldn't help stumbling upon this post. I'm really sorry to hear about this! I have heard other similar horror stories about TRR.

I would suggest going back and finding their consignment agreement. I'm sure they would have sent you some type of written agreement or terms and conditions when you engaged them to sell your bag. That's always going to be your starting point - what exactly were the terms of your contract with TRR. From there, I would recommend taking it to a lawyer and having them write a legal letter setting out exactly how you allege they breached their contract with you and making some claim for damages. Hopefully, from there, you can negotiate a reasonable settlement. Companies tend to take the matter much more seriously if they receive a letter from a lawyer because there's usually a protocol about who handles those matters (ie not just some random person at their customer service centre).

Good luck!
 
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