The RealReal - Newport Beach Recensioni 42

The sales people are friendly, knowledgeable, and accommodating.

I’m absolutely in love with The RealReal. Their honesty really stands out you can trust what you’re getting. The customer service is exceptional; they truly take care of you every step of the way. Buying is straightforward, and if you need to return something, it’s easy. It’s simply the best luxury consignment experience I’ve had!

I consigned a $7,000 Chanel bag with The RealReal on March 18. What followed has been one of the worst customer experiences I’ve had with any company handling high-value goods.

Only after they took possession of my bag did they inform me it could take up to 30 days just to list the item. That was never clearly disclosed upfront. That matters. No reasonable person would agree to hand over a $7,000 asset without knowing it would sit in limbo for a month.

Let’s call this what it is. In today’s world, there is zero justification for a 30-day delay to photograph and upload a product. This is not a logistics challenge. This is either operational incompetence or a system designed with no regard for the consignor.

When I requested my bag back, they refused. That is where this crossed the line. If you cannot deliver a basic service within a reasonable timeframe, you should not be holding someone else’s property.

At this point, I do not trust The RealReal. I would strongly caution anyone before consigning luxury items here. Once they have your item, you may lose control of item and the timeline.

Kye (Newport office) always takes a personal interest in making everything for me right. He is truly a star... and makes my experience at TRR amazing each and every time!

The best customer service 👌 thank you soooo much

Easy and friendly

very helpful in finding something nice and of course everything was in great condition

Easy transaction

This is a review for TRR in Newport B. I purchased an item, but when I received it, the condition was pretty rough. It would've been more expensive to restore this vintage piece. I decided to return at the NB location. The SA that helped me return the item made it pretty easy. But then I didn't get confirmation email a few days after I returned it. I got a little worried as someone who is use to customer service w/ FP and RB. I called TRR NB for clarification and reassured me it was normal not to get a return confirmation email until the item is reauthenticated, which is 5 - 7 days after the return. I received the confirmation email after 7 days that return will be processed. I was weary but TRR NB made sure the return goes smooth. I've bought and sold w/ TRR, but never returned so I wasn't sure how this process would be as there's many reviews about TRR losing items. Which is why I went the in- store return route. I've also been at the TRR BH, it's a bit too stimulating and busy. TY TRR NB.

This was my first time consigning with The RealReal, and unfortunately, it was a deeply disappointing experience. As a first-time consigner, I expected professionalism and clear communication, but instead, I was met with repeated miscommunication, a lack of accountability, and dismissive behavior.

I was contacted by different associates, each asking the same questions as if they weren’t communicating. One associate, Bridget, didn’t even introduce herself when she texted me, so I had to ask for her name. My appointment was for three luxury bags plus other items—watches, clutches, sunglasses, and 18 pairs of shoes. Because I needed help transporting the items, I asked my fiancé. Since his meeting ran late, I arrived about 15 minutes behind schedule. When I called the store, Rachel, the manager, said as long as I was under 20 minutes late, they could help. I apologized, and while speaking, she hung up without saying goodbye—my first impression of her.

After I arrived, Rachel told me to handle the three luxury bags first with Josh, the luxury bag expert, and that she would help with the drop-offs afterward, which included one watch, two clutches, eight pairs of sunglasses, and 18 pairs of shoes. I cleaned and organized all items at home, placed the sunglasses and watch in baggies, clutches in dust bags, and all shoes in their boxes with labels, authentication cards, and dust bags. I even took a video for my records. Only one pair of Burberry sandals lacked its original box and dust bag, which I flagged to Rachel beforehand.

When Rachel started, she insisted we bring in the shoes first. My fiancé carried the boxes while I stayed near Rachel to ensure nothing got misplaced. There was limited space, people coming and going, and two other associates working nearby. No one offered to help or lend carts, and Rachel tossed my items into large company bags carelessly, with no bubble wrap or protective baggies. These were luxury items I spent thousands on, yet she handled them like trash.

When she finished, I noticed she miscounted the shoes: she listed 17 instead of 18 pairs and then miscounted the total items on the email receipt (32 listed vs. 29 actual). She shrugged it off and refused to recount, so I offered to take items out myself. My fiancé left due to Rachel’s attitude, leaving me alone in severe back pain to organize the boxes by brand on the floor. Rachel ignored me completely and later rushed me, blaming her miscounts on shoes not being in original boxes—even though I had clearly prepared them.

I asked for someone else’s help. Rachel told me to move the boxes to Bridget’s desk. I waited patiently while she finished with another customer, only to witness Bridget roll her eyes, make a dismissive hand gesture, and tell her customer, “It’s okay,” as if I weren’t a valued client. When I confronted Bridget, she became defensive and, without apologizing, asked, “Do you want me to help you?” as if doing me a favor.

I had been waiting since 4:05 PM for an accurate receipt, surrounded by people unwilling to assist, with 18 shoe boxes and other items. I had no choice but to ask Bridget to retype the list. Otherwise, I would have left and taken my business elsewhere.

Overall, this experience was a nightmare, and I will never return. The drop-off process started at 4:05 PM, and I left around 6:00 PM in stress, anxiety, and significant back pain. I have friends with Hermès Birkin and Kelly bags, luxury watches, brand-name clothing, and gold jewelry to consign, and I will share this experience so they avoid this store and its unprofessional associates.

wish i knew about selling on here sooner! everyone is so nice and helpful and my items sell fast! they also do everything for you, take photos and list the content. just make sure you clean it yourself first. the payment process is also easy, direct into my bank every month. thanks again Britney and staff! xx

I was reluctant to purchase a used designer bag but I sold an almost perfectly new bag myself on TRR, only using it once. As I was looking through the app I saw that there’s a filter for condition “pristine” “excellent” “good” etc. the better the quality the more expensive, of course, but still less than in store or in my case, I found a bag Fendi doesn’t make anymore. It was a pretty seamless experience from start to finish. They have great customer service and my purchase was on time. The bag still has that tight leather feeling like it’s never been worn and it’s just the cutest little backpack for traveling. I was pleasantly surprised by the ease and simplicity when I sold on here and now having made a purchase. I recommend TRR if you’re looking to sell or buy.

Excellent customer service,I really enjoyed going to this store

Amazing Service, great selection of quality items!

I have returned my item and have not gotten my money back.

I love Therealreal for their products and services!

Arrived quickly and was exactly as described or better. Gift for my wife.

horrible experience in assuring me that you sent me an authentic bag. I spent tons of money with you and Had to buy insurance from you in order to return the bag for 104.00 dollars. The entire transaction was stressful and I still have no conclusion that the bag is real. i would like my 104.00 returned or at least a credit in my account for all this hassle. I’m going to pay to have bag looked at since realreal does nothing for me.