The RealReal

[caannie]

I purchased a Louis Vuitton wallet last Thursday, the 16th, from The RealReal. At that time they were offering Christmas delivery if you ordered by the 19th. I ordered well in advance of the deadline. As of today, the 21st, they still have not shipped my item. I have called them and emailed them and asked if it was still going to show up by Christmas. I was told they would expedite the shipping and open a search for the item. At that point I asked to cancel the purchase. I got a canned email response saying that cancellations can only be made in the first 15 minutes after ordering something because it's already in the shipping process. That was 4 days ago it was already in the "shipping process." I know I can return it once I get it, but the return deadlines are based on purchase date, I believe. I understand being busy during the holidays and shipping delays being caused by the shipping service, but is there some reason they couldn't get it in the mail within 5 days?

I've made two previous purchases with them with no problem.

 

[Rouge H]

I’m not sure what your wanting?
You as well as a million others through the reviews of this company is marginal. Be pleasantly surprised if transactions go smoothly.
Happy Holidays

 

[caannie]

I’m not sure what your wanting?
You as well as a million others through the reviews of this company is marginal. Be pleasantly surprised if transactions go smoothly.
Happy Holidays

I was unaware of their "marginal" reviews, as I have only purchased from them three times. Thank you for making me aware that this is their regular behavior. I will move forward with that in mind.

As far as what I "want," I was hoping to hear about other people's experiences with this company and if any other people have had the same issue. That's normally what we post about here.

For what it's worth, I didn't find another post about this company in this forum or I would have left my experience in that thread.

 

[Love Of My Life]

If they are able to locate your package you can ask for an extension on the return date
due to your circumstances. They usually will oblige

 

[LouiseyPeasey]

They've extended the return window over Christmas, if that helps: https://www.therealreal.com/returns

Please note that as a service to holiday shoppers, we will be extending returns on eligible items purchased between 11/25/2021 and 12/24/2021. Buyers and gift recipients will have until January 7, 2022 to request a return authorization (RMA) for items purchased between these dates, and will have until January 21, 2022 for the return to be received at our e-commerce center or stores.

 

[etoile de mer]

I was unaware of their "marginal" reviews, as I have only purchased from them three times. Thank you for making me aware that this is their regular behavior. I will move forward with that in mind.

As far as what I "want," I was hoping to hear about other people's experiences with this company and if any other people have had the same issue. That's normally what we post about here.

For what it's worth, I didn't find another post about this company in this forum or I would have left my experience in that thread.

There are a few threads regarding issues with RealReal in the General Shopping thread. Link below is to one of them. Best wishes resolving your situation.

https://forum.purseblog.com/threads/the-real-real-lost-my-items.1041488/

 

[caannie]

Still haven't shipped. Although they changed my shipping speed to the one that costs $29.95, which I'm sure they are going to withhold from my refund when I return the item. They did send me a enthusiastic email about how it's going to ship any day now. But that was yesterday.

 

[Love Of My Life]

Still haven't shipped. Although they changed my shipping speed to the one that costs $29.95, which I'm sure they are going to withhold from my refund when I return the item. They did send me a enthusiastic email about how it's going to ship any day now. But that was yesterday.

If you do return the item, you need to reach out to client services & they will note the upgrade
shipping due to the circumstances & TRR usually will waive the fee

 

[lulu212121]

I am having an issue that I hope gets resolved, too. I ordered a sleeveless top and cardigan that was together in the same listing and photographed together. TRR only sent the sleeveless crewneck, not the cardigan! I am frustrated! I did their chat and 2 of the customer service agents disconnected me when they told me they were looking into it. I gave it one more try and the 3rd one told me to wait 48-72 hours to see if the warehouse can locate it and they will email me. 48 hours later, nothing. They are very hard to get thru when orders go wrong. A month ago I had an order with a tracking number, but had not moved in a week. I did their chat and they told me they would email me. They never did email me but the order did show up a week after my chat.

 

[caannie]

I am having an issue that I hope gets resolved, too. I ordered a sleeveless top and cardigan that was together in the same listing and photographed together. TRR only sent the sleeveless crewneck, not the cardigan! I am frustrated! I did their chat and 2 of the customer service agents disconnected me when they told me they were looking into it. I gave it one more try and the 3rd one told me to wait 48-72 hours to see if the warehouse can locate it and they will email me. 48 hours later, nothing. They are very hard to get thru when orders go wrong. A month ago I had an order with a tracking number, but had not moved in a week. I did their chat and they told me they would email me. They never did email me but the order did show up a week after my chat.

They're really big on that "text us" thing too. For what it's worth, I've called their 855 number twice and both times once you wait through the "text Us" recording I got connected with an actual human being who said they would take care of it. After two calls someone did get my item found and shipped, finally. The people who answer the phone seem to be outsourced to another country, but they did seem to get something done.

 

[Love Of My Life]

They're really big on that "text us" thing too. For what it's worth, I've called their 855 number twice and both times once you wait through the "text Us" recording I got connected with an actual human being who said they would take care of it. After two calls someone did get my item found and shipped, finally. The people who answer the phone seem to be outsourced to another country, but they did seem to get something done.

Was told the east coast team starts early am & the west coast team kicks in at 11am (EST)
hence long waits, also client reps are still working from home & can't always access info
they need.. but who knows because since Covid many businesses are short staffed in
all areas..TRR wait time (phone & human ) can be over the top...

 

[caannie]

Just an update that the wallet arrived Christmas Eve thanks to expedited shipping. Included was a tiny card saying it was a final sale and not returnable, which I ignored completely (nice try) as the website not only says it's returnable but issued me an RMA number and return label. Also included was an unattached tag saying item can't be returned if it's removed. They're getting it back exactly as I received it. All in all this will be my last transaction with them.

 

[poopsie]

Just an update that the wallet arrived Christmas Eve thanks to expedited shipping. Included was a tiny card saying it was a final sale and not returnable, which I ignored completely (nice try) as the website not only says it's returnable but issued me an RMA number and return label. Also included was an unattached tag saying item can't be returned if it's removed. They're getting it back exactly as I received it. All in all this will be my last transaction with them.

I feel ya
They lost me as a customer almost two years ago. Not that I shopped there regularly or anything, but I would at least look at their stuff. Not any more.
I ordered a bag and matching wallet. When they arrived I immediately hated the bag as it looked nothing like it was photographed. The dimensions were correct and it was listed as no return so it has been sitting in my closet untouched ever since. The wallet was returnable and it went back that same day.
I refuse to even look at Tradesy for the same reason----their return for site credit policy is a complete and total deal breaker as far as I am concerned

 

[caannie]

I feel ya
They lost me as a customer almost two years ago. Not that I shopped there regularly or anything, but I would at least look at their stuff. Not any more.
I ordered a bag and matching wallet. When they arrived I immediately hated the bag as it looked nothing like it was photographed. The dimensions were correct and it was listed as no return so it has been sitting in my closet untouched ever since. The wallet was returnable and it went back that same day.
I refuse to even look at Tradesy for the same reason----their return for site credit policy is a complete and total deal breaker as far as I am concerned

I still buy from Tradesy but I absolutely positively make sure I'm buying something I won't return or that I can resell if I hate. I feel like TRR is just too sloppy for me.

 

[lulu212121]

They're really big on that "text us" thing too. For what it's worth, I've called their 855 number twice and both times once you wait through the "text Us" recording I got connected with an actual human being who said they would take care of it. After two calls someone did get my item found and shipped, finally. The people who answer the phone seem to be outsourced to another country, but they did seem to get something done.

I finally got a resolution. I think I spent a total of 4 hours trying to get their error fixed. In the end they refunded me. The warehouse could not find the cardigan. I tried to call but the hold time was too much for me. I used their chat feature which is just as bad. The reps kept ending the chat. It took two days and 6 chat reps. I liked chat because i could screenshot it for my records. They do seem to make it difficult.