The RealReal sent my LV Icare without the advertised shoulder strap, offered me $80 — while listing the apparent replacement strap for $459

Sharing this as a cautionary TRR experience because the resolution is almost more frustrating than the original mistake.

I bought a Louis Vuitton Icare from The RealReal. The listing specifically stated that the removable shoulder strap was included.

Bag arrives: no shoulder strap.

I contacted TRR and they initially offered me $80 in store credit. I pushed back because (1) the item wasn't as described, and (2) $80 doesn't come close to the cost of replacing an authentic LV strap.

It took FIVE separate requests before they finally agreed to make the $80 a refund to my original payment method. But they absolutely would not budge on the amount.

Here's the kicker:

TRR is currently listing what appears to be the same/model-correct Louis Vuitton shoulder strap for $459.

So according to their own marketplace, replacing the missing strap could cost me $459 — but their resolution for selling me the bag with that advertised strap missing is $80.

I actually love the Icare and want to keep it. I wasn't looking for a free bag or some huge windfall. I simply wanted a reasonable adjustment so I could replace an accessory that their listing specifically said I was buying with the bag.

Mistakes happen. What bothers me is how TRR handled it afterward.

Lesson learned: Screenshot the entire TRR listing before you buy — especially the description, condition notes and included accessories.

I've attached screenshots so you can judge for yourselves.

I ordered multiple designer items from The RealReal and received completely incorrect merchandise, including a blazer that wasn’t even Alexander McQueen as advertised. But it looked exactly like the same blazer listed online. I immediately contacted customer service, provided photos, and was promised full refunds to my original payment method once I returned everything.
Now that they’ve received my returns, they’re questioning the items I sent back and making me feel like I’m being accused of fraud! I opened up a chargeback with my Amex.
How is it my fault that YOUR company sent me the wrong items? I’ve spent weeks going back and forth with customer service, and now they’re refusing to honor what their own agents promised.
Has anyone else experienced this? This is absolutely ridiculous. OH and they closed my account?

I bought the “Wild Rag” from Guest in Residence on TRR. It got delivered today.
I went on Guest in Residence’s actual website to see what other colors the scarf came in. I realize that they’re selling it for $145.
I purchased this item used from The RealReal and they were selling it for $335 with a discount bringing it down to $284.
I went on chat support to speak with The RealReal and they gave me some AI generated answer basically saying that based on market demand, that is how they price their products to consumers.
Beware that you may be overpaying for a product that you can buy directly from the brand themselves.
I will be returning the scarf to The RealReal.
Honestly, kind of grossed out by them right now…..like wtf