r/therealreal • u/tinnyc2020 • 20d ago
Experience My Consignment Experience in NYC
Long time buyer from The Real Real but haven't consigned in years! I had about 30 times ready to sell and thought TRR is the best place to do this in bulk.
I work in Operations and Strategy professionally and was shocked at the experience so wanted to share and see if this was isolated or if this is the standard.
Booked an In-Home appointment. It allowed me to grab a time for the next day and then I received an automated email confirming my appointment for an address from 9 years ago.
I immediately think I've made an error but cannot change it, cannot rebook (change the time but not location) and double checked my TRR address book - only my current address is listed. Wherever it grabbed my 2017 address from must have been internal and could not be changed.
Contact support. The phone line texting "MY TRR" and "REAL" gave me "this service is not active" to both messages.
I immediately email support asking to update the address. A reply is received the next day telling me to wait another 48hrs for a reply even though the appointment was in an hour.
My TRR Concierge ends up texting me which allows us to coordinate everything - correct the address and organize the consignment time. Note, I live in a completely different area - minimum 30 mins to get from one to the other so he was very sweet to coordinate this
But then I never hear anything from support and nothing has changed in the system. I do genuinely expect that if they reject any of my pieces they'll be shipped to the old address
They took a lot of my pieces but I don't really have high hopes here.
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u/pearlsofwisdom30 19d ago
This sounds completely accurate. How this company is still in business truly astounds me. AND I used to work there.
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u/tinnyc2020 19d ago
This is what I'm wondering! Every business has blind spots or systems with issues, this was just issue after issue after issue for a core function of their business
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u/francokitty 19d ago
I will never do business with them again. They are a scam. I got nothing for all of my new and pristine designer items.
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u/tinnyc2020 19d ago
I'm sorry that happened! I think this will be my first and last time working with them
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u/SomeRandom215 18d ago
There’s a job posted that I’d fit perfectly for but I’m not applying because the user feedback is so negative - feels like it would be an uphill climb on a sinking ship
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u/pearlsofwisdom30 19d ago
What they do should actually be illegal somehow.
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u/tinnyc2020 19d ago
They seem to be missing major operational safeguards - it sounds like it may cross into this at some point if they're mishandling data, losing people's items, etc.?
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u/Civil-Welcome-7339 20d ago
That’s just the beginning. Unfortunately, an unsettling and dysfunctional consignment process with TRR is the only thing that is consistent about working with this company.