The RealReal

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#181
Love Of My Life said:
I purchased a coat described in pristine condition last evening & there was no $5fee
This fee I feel will chase customers away.. 5 or 6 items in a cart with an additional fee
of $30 + shipping is not good.. most, items don't need to be authenticated TRR should
back down on this fee, JMO.. they are looking so desperate to raise money & that $5
adds up quickly
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This is ridiculous! They should be authenticating every item in their store by default (I know they do not).

May I ask what was the brand of this coat? I buy quite a lot of clothes there, no way I will pay for these silly fees.

BTW, I've just checked - I placed the order yesterday but they did not charge me any authentication fees. So it must be brand specific.
 
#182
Dose anyone here have experience with The real real /problem with their shipping


I made a purchase on 2-25 and as of today 3-4 they still have not shipped the item.


Anyone else having this problem?

Contact them through chat system They told me to wait 48 hours for the internal team to get back to me with an update
 
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#183
adhj12 said:
Dose anyone here have experience with The real real /problem with their shipping


I made a purchase on 2-25 and as of today 3-4 they still have not shipped the item.


Anyone else having this problem?

Contact them through chat system They told me to wait 48 hours for the internal team to get back to me with an update
Click to expand...
I fortunately have never had a problem with TRR and shipping. My 2/23 order came today USPS. I have noticed they changed shippers from UPS to DHL. I don't like DHL, I never have.
 
#185
adhj12 said:
Dose anyone here have experience with The real real /problem with their shipping


I made a purchase on 2-25 and as of today 3-4 they still have not shipped the item.


Anyone else having this problem?

Contact them through chat system They told me to wait 48 hours for the internal team to get back to me with an update
Click to expand...
Yes, assuming you are in North America, today is 3/3 so it is 6 days including a weekend. Not that this is ok, but it has happened to me multiple times that shipping is delayed by a week. I typically just request a return before the item arrives so I do not miss the cut off window (14 days from purchase, ship back by 21 days, I believe), then I can decide once I actually see it. I have also called CS to alert them and they have allowed me to return after the cutoff when they see how long it took to ship. In every case it has arrived eventually, one time apparently they could not locate it in the warehouse because the photo was of a different item than the description :)
 
#187
lulu212121 said:
I fortunately have never had a problem with TRR and shipping. My 2/23 order came today USPS. I have noticed they changed shippers from UPS to DHL. I don't like DHL, I never have.
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I had a chat with them again this representative he been very helpful and refunded $12.95 the shipping fee in to my site credit.
And later on that day Finally, I received tracking number/ shipped via DHL (After one week delayed)

nicole0612 said:
Yes, assuming you are in North America, today is 3/3 so it is 6 days including a weekend. Not that this is ok, but it has happened to me multiple times that shipping is delayed by a week. I typically just request a return before the item arrives so I do not miss the cut off window (14 days from purchase, ship back by 21 days, I believe), then I can decide once I actually see it. I have also called CS to alert them and they have allowed me to return after the cutoff when they see how long it took to ship. In every case it has arrived eventually, one time apparently they could not locate it in the warehouse because the photo was of a different item than the description :smile:
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I had a chat with them about return window time.
This is what I got....please do not worry once you received the item and if you will decide to return the item please contact us within 14 days once you received the original shipment
 
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#188
adhj12 said:
I had a chat with them again this representative he been very helpful and refunded $12.95 the shipping fee in to my site credit.
And later on that day Finally, I received tracking number/ shipped via DHL (After one week delayed)
Click to expand...
Good to heat your order was shipped. My order was shipped DHL, but USPS delivered. DHL pick it up 2/27, USPS delivered 3/3. Just to give you an idea of how long your order may take to receive.

I have never had a problem returning anything. Including final sale. If the item is not as they have decided they have been good about refunding the whole purchase, including all shipping charges. I hope you like what you ordered.
 
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#189
Can anyone recommend their sales associate? My virtual sales associate was at one of the stores that just closed, and the new one they assigned to me is not helpful! Thank you :)
 
#191
KPCoppola said:
Anyone purchase anything recently? Tried to make a purchase today (nothing huge) and every single method of payment I attempted wouldn’t work. Could not make purchase go through on laptop either. No $$ from me now. Oh well.
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Happened to me for months. It may have been an email issue but it took me so long to unwind it. Since then, all good.
 
#193
They do not charge an authentication fee, they authenticate when received (albeit they make MANY mistakes).
They DO charge $5 if you are in Hawaii or Alaska for addl shipping charge. Maybe they extended that $5 to other territories?
 
#194
Hi Everyone!

I have a question. I purchased an item from The RealReal and the item, marked as delivered, never arrived to me. After the first 2 phone calls with them, I filed a dispute with my credit card just to be safe. Fast forward, after 2 UPS claim investigations (second still ongoing I think?), they are telling me that I cannot get a refund because the dispute has led to a chargeback on the order from my credit card institution. They are saying that in order to get my refund, I need to close the dispute.

Is that normal? It seems kinda fishy to me that they are making me close the dispute to get my refund. But, they will not guarantee to me that I am getting a refund, so I told them I will not close the dispute until I am guaranteed a refund by their next-level management. This is a nearly $3K item that is lost and still not found by UPS, so I am hoping to get my money back somehow.

Does anyone know what I should be doing at this point? I have been calling The RealReal customer service almost every day for the past 2 weeks and their service reps keep telling me different information that worries me and throws me off.

Thanks!
 
#195
Yoshi1296 said:
Hi Everyone!

I have a question. I purchased an item from The RealReal and the item, marked as delivered, never arrived to me. After the first 2 phone calls with them, I filed a dispute with my credit card just to be safe. Fast forward, after 2 UPS claim investigations (second still ongoing I think?), they are telling me that I cannot get a refund because the dispute has led to a chargeback on the order from my credit card institution. They are saying that in order to get my refund, I need to close the dispute.

Is that normal? It seems kinda fishy to me that they are making me close the dispute to get my refund. But, they will not guarantee to me that I am getting a refund, so I told them I will not close the dispute until I am guaranteed a refund by their next-level management. This is a nearly $3K item that is lost and still not found by UPS, so I am hoping to get my money back somehow.

Does anyone know what I should be doing at this point? I have been calling The RealReal customer service almost every day for the past 2 weeks and their service reps keep telling me different information that worries me and throws me off.

Thanks!
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I don’t understand why you’d have to close the UPS case to get a refund on your CC. Have you called your CC company and discussed it with them?
 
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