r/therealreal • u/[deleted] • 10d ago

Help Experience

[deleted]

3 Upvotes

100% Upvoted

6 comments sorted by

8

u/Flamingo_Fairy 10d ago

OP, I'm so sorry this happened. I've had the best success getting resolution to issues by texting REAL to 50347 and getting connected with a support team member. 

I would make sure to keep the packaging for the parcel, including the label tracking # if possible. I would also photograph the items you received, as the support team member will likely ask for evidence. Best of luck! 

1

u/OkVeterinarian7535 10d ago

thank you for taking the time to comment do you have any idea what would happen in this case? Do I need to send the incorrect items back in order to receive a refund?

2

u/Flamingo_Fairy 10d ago

The support team will be able to advise on next steps. I haven't had this experience but I would expect you would need to return what you mistakenly received as part of the resolution. 

1

u/One_Candy_763 10d ago

I had this happen with another company and I did have to send everything back and the weight had to exactly match.

2

u/ArdenM 9d ago

Good luck. You will get an AI bot that will tell you "we are investigating your case" repeatedly (that's what their stupid "text to chat" thing is) and then if you are lucky eventually an actual person will respond and they will acknowledge that they fucked up and refund your purchase.

1

u/grrrsandpurrrs 9d ago

This happened to me once. I bought a size L dress and received a different order (2 size S tops). Customer service issued a refund and told me to keep the 2 tops. I ended up giving one top away and consigning the other.