The Real Real Claimed

I purchased a Brunello Cucinelli leather puffer coat item number BRU192940, order number R772266521. I returned the coat due to the sizing error. The coat was delivered to TheRealReal on May 20th 2022 ( UPS tracking number 1Z15F5099097213505), it appears the item was added back to the RealReal inventory on May 25th (item number BRU194668) but they haven’t issue a refund to me yet. I contacted their customer service department multiple times to enquire on the status of the refund and I was told that my money will be refunded within 48 hours, then additional 24 hours, then I received an email from a customer representative Nancy M stating that my money will be refunded within subsequent 5-6 business days. Today is June 9th and upon communicating with them again, they are continuing to push the waiting period out and not resolving the issue. They acknowledge that funds are owed to me (which I have in writing) yet they do not process the payment, despite spending several hours on the phone with them, they are intentionally delaying the refund process or making it extremely difficult to obtain my refund. I have asked to escalate the matter and they fail to make any effort to resolve this. I feel this is in violation of their refund policy and is clearly an intentional way of withholding monies that are owed to me.

Employees of TheRealReal Melrose CA consistently remove RESERVED items from cards of online customers and sell them to their “in store” customers so they can earn their commission. I contacted the store manager and TheRealReal customers service regarding this issue but they failed to resolve it.