Mercedes D.

Purchased a black leather Burberry satchel and found it was piss poorly dyed with some sort of shoe polish or something. They missed a bunch of spots where the original color shows through along the seams, under buckles, etc. Apparently, the original color was silvery-gunmetal color, not black. I thought the whole point from buying from TheRealReal instead of eBay was that the item is professionally authenticated and inspected? They are requesting I close my Paypal dispute before they can issue me a refund for *just the shipping charge*. They want me to close my dispute before they will issue me a return shipping label and then will *decide to issue me my full refund* when they get the bag back. Super sketchy! The Paypal dispute is my insurance that they make this goof-up right so I am hesitant to close it. This is not right!

UPDATE: Paypal advised me to escalate the dispute and not close the dispute as TheRealReal rep advised.

UPDATE: TheRealReal offered me a full refund, $40 site credit and waived the return shipping fee if I drop the Paypal dispute, which I agreed to. They even arranged for package pick up which is awesome since closest FedEx drop off is 20-25 mins away. I asked if they would cover the cost of having the bag professionally dyed/restored ($50-100) instead of site credit and sending the bag back since there are no comparable bags on their site that matches the busted one I bought and they said no, which was totally fine but worth asking as I will likely never use the site credit I received. At the end of the day I got all my $ back including shipping so I'm happy, but it took A LOT of work to get it back. I would rate their customer service a 3-4 and their authenticity/quality inspection service a 0-1.

I love these guys! Super easy online ordering. Just upload your RX and pick out frames. Easy! I love that they offer a wide variety of frame sizes. One size DOES NOT fit all guys! I have a wider face so women's glasses from sites like Warby Parker just don't sit right. The glasses are great quality and survive what I put them through! Super happy customer.