I had the most absurd conversation with TRR today. I will paste it here. What do you guys think? Should I just trust "the process" and HOPE that the bag is indeed authentic? And if it is not (would absolutely authenticate through Bababebi) I will get my full refund? Or will I end up in a limbo with their so called team?
I really can't believe their way to operate. First, not enough pictures, even from the date stamp or any information in the description about the year of production. And second, they don't accept reputable third party authenticators.
And is my only option to drop it to H Spa to eventually find out?
This whole thing feels REALLY uncomfortable to me..
You: Hello Nilo, thank you for helping me. I have few questions.
15:21, Jun 23
Nilo M: Sure! I am happy to help you with it Satu.
15:21, Jun 23
You: First, there is no picture nor any note about the date stamp (year of production) of this bag.
15:23, Jun 23
Nilo M: I do understand your concern that there is no date stamp on the item picture and for that I'm escalating this to the team so that they can check the details and provide us an update Satu.
15:23, Jun 23
You: Second, I would want to authenticate the bag through the most reputable Hermes authenticators in the world, Bababebi authentication. If she finds the bag not authentic, will I get a total refund? I really need to be sure about this because I can't take a risk of ending up with a fake bag. Bababebi is the only one I trust. I understand that you have your authentication process but with so many bags coming and going..
15:25, Jun 23
You: Ok, thank you for the date stamp part. I would appreciate the info.
15:27, Jun 23
Nilo M: I would like to inform you that it may take 48 to 72 hours as the team have to check the item details so that they can provide us an update.
15:29, Jun 23
Nilo M: Moreover, your concern regarding the authenticity I'd like to let you know that all of the things shown on our website and in our store have been validated by our specialists before being placed on the website and for sale in our stores. I would like to inform you that if you want you can get the bag authenticated from the bag and if they say that the item is not authentic. We would be needed that on written letter head so that we can escalate this and help you with the best resolution possible at that time.
15:31, Jun 23
You: Yes, Bababebi does give a written certificate of her authentication. My question is that can I be sure I will get my refund if it indeed is a fake bag with her certification? Of course I can use some other reputable service too if you can provide one that you consider as your primary option.
15:32, Jun 23
You: The main concern to me is the knowledge that I can get a second opinion which TRR accepts and in case the bag is fake, I will get a full refund.
15:33, Jun 23
You: <a href="
https://bababebi.com/content/authentication" target="_blank" rel="noopener" aria-describedby="opens-in-a-new-window">
https://bababebi.com/content/authentication</a>
15:34, Jun 23
You: If your authentication process is solid, there should be no problem with my request. I wouldn't returrn the item for any other reason.
15:37, Jun 23
Nilo M: I would like to inform you that we do not accept third party authenticator and moreover, please be rest assured that the item is authentic and if you feel that the item is not authentic you can contact us back share us why you feel the item is not authentic and we will escalate this to the team so that they can re-authenticate the item and we will help according to the update.
15:41, Jun 23
You: Why wouldn't you accept third party authenticators if they are reputable and regarded one of the best in the world? I really don't understand. The bag is either authentic or fake, there is nothing between. It is definitely not a question of a "feeling". I am extremely worried that if the bag is regarded as fake by a reputable third party like Bababebi, I would be stuck in the never ending process of negociating with your team. Too much money involved.
15:42, Jun 23
You: I cannot buy a bag from you if I just have to trust your expert team (that I know nothing about) and I can't use a neutral and reputable third party.
15:43, Jun 23
Nilo M: I do understand that it is an high value item Satu. However, according to policy we do not accept the third party authenticator. If you want you can authenticate the bag from the brand itself.
15:47, Jun 23
You: You might not be aware if it, but Hermes does not authenticate bags. I know that with 100% certainty. What I can do is to bring the bag to H Spa service and if the bag is authentic they will take it and if not, they refuse. The only problem is that I would have to leave it to H boutique for a unknown period of time before finding out. From US the bags could be shipped to Paris. So it could take weeks. So, first of all, I wouldnt want to give up my bag I have just bought for weeks. And second, if they find it not authentic, I don't know how much time I have in order for you to accept to take it back and give a full refund.
15:50, Jun 23
Nilo M: If you feel that the item is not authentic please contact us again and share the reason from where you feel that the item is not authentic and we will escalate this issue again. However, please be informed that we will not be able to accept the third party authenticator certificate.
15:52, Jun 23
You: But how does that give me a peace of mind? You don't accept third party authentications so what tools would I have to prove that the bag is not authentic? I don't understand.
15:53, Jun 23
Nilo M: You can use the link below to know our reauthentication process
https://promotion.therealreal.com/therealreal-experts/
15:54, Jun 23
You: For minimum, I would have to get ALL the pics necessary to authenticate the bag before buying. And for the moment that is not the case. So could I please have more pictures of the bag so I could get it authenticated beforehand? That would solve the issue we have been discussing about.
15:55, Jun 23
Nilo M: I am sorry we do not have the additional image of the item all the image we have are listed on the image Satu.
15:59, Jun 23
You: Ok well, it seems TRR is doing everything possible to make it impossible for a buyer to have a peace of mind with what they buy. Adequate amount of pics is a minimun and a must for a reputable reseller to offer for the buyers for them to be able to evaluate the bag. And plus asking the buyer to just trust your process with no trust to other reputable and neutral authenticators. I am so sorry, but this seems really bizarre.
16:00, Jun 23
Nilo M: Please accept my sincere apologies for the upset; That's definitely not what we want you to experience. This is not by any means reflective of our standards of service and customer satisfaction. I wish I could do it for you from my end, and if it were possible, I would have done it for you
16:01, Jun 23
You: Well, I am still waiting for the info about the date stamp, one of things that should have been in the listing without any doubt right from the beginning.
16:02, Jun 23
Nilo M: I have escalated this issue to the team. Please be rest assured i have putted my notes as well so that they can work for the same on the priority basis. Moreover, I'll personally follow up for the same and update you via registered email address. You can use this number 9228468 for the future reference.
16:04, Jun 23
Nilo M: Thank you for messaging The Real Real today! We value you as a customer and look forward to serving you again. Have a great day!
16:04, Jun 23
You: And can you still tell me how much time I have to validate the authenticity if the only place you accept is Hermes itself? Surely you would accept Hermes' evaluation and give a quick and full refund if they returned it as fake?
16:05, Jun 23
Nilo M: We would need that written on the letter head of the item and will escalate this issue to the team and once we will help you with the update.
16:07, Jun 23
Nilo M: If the team founds that the item is not authentic then you will be refunded Satu.
16:08, Jun 23
Nilo M: Thank you for messaging The Real Real today! We value you as a customer and look forward to serving you again. Have a great day!
16:08, Jun 23
You: Ok, that is basically all I want. a peace of mind. But like been said, I don't know anything about your so called expert team. Goodbye.
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