Consigning with The Real Real TRR

Lillianlm

Member
Apr 22, 2020
96
274
I consigned a diamond ring with TRR. It was listed on their site for sale for about 2 or 3 months and then, about 3 months ago, the ring disappeared from active sales. I have it tagged as a favorite and it shows a “Coming Soon” banner. On my sales page, it lists the status of the ring as “update in progress”. I have not gotten any information about the current location of the ring - my sales rep has basically gone radio silent, after claiming she sent emails to Consignment Relations Team. I tried calling Customer Service but hung up after being on hold for almost 30 minutes.

I’m thinking about mailing a letter to TRR’s corporate office advising that I want the ring returned. I don’t have the contract in front of me but I imagine that will at least force them to either locate the ring or deem it lost within a specific time frame. (There is a provision in the contact that a seller is allowed to request the return of an item.)

I’d be interested in hearing any thoughts/suggestions, etc. TRR listed this ring for over $5K, so it’s not insignificant. Needless to say, I’m done consigning with them, which is too bad.
 
  • Wow
Reactions: Nomad

Gennas

Member
Nov 4, 2013
148
154
I consigned a diamond ring with TRR. It was listed on their site for sale for about 2 or 3 months and then, about 3 months ago, the ring disappeared from active sales. I have it tagged as a favorite and it shows a “Coming Soon” banner. On my sales page, it lists the status of the ring as “update in progress”. I have not gotten any information about the current location of the ring - my sales rep has basically gone radio silent, after claiming she sent emails to Consignment Relations Team. I tried calling Customer Service but hung up after being on hold for almost 30 minutes.

I’m thinking about mailing a letter to TRR’s corporate office advising that I want the ring returned. I don’t have the contract in front of me but I imagine that will at least force them to either locate the ring or deem it lost within a specific time frame. (There is a provision in the contact that a seller is allowed to request the return of an item.)

I’d be interested in hearing any thoughts/suggestions, etc. TRR listed this ring for over $5K, so it’s not insignificant. Needless to say, I’m done consigning with them, which is too bad.
OMG, I'm so sorry. I would be livid if they lost my diamond ring. Yes, you need to mail a letter to their corporate office. You need to note that if they don't return it to you asap you will get legal advice. My Luxury Sales Rep never responds to my emails or phone calls now either.
 
  • Wow
Reactions: Nomad

Gennas

Member
Nov 4, 2013
148
154
Corruption Environment & Racist
May 4, 2021 - Anonymous Employee



Business Outlook
Pros
There are no pros working here. Run away.
Cons
Be warned, all the positive reviews are fake and written by desperate hiring managers looking for the next victim to exploit and under pay. Be prepared to work night and day for little pay. The promise of bonuses is non-existent. Word "Luxury" is really code for white and blonde. If you are a POC, good look on even landing an interview.


Why am I not surprised!!!! This is another review on the Glassdoor.
 
  • Sad
Reactions: Lillianlm

Michelle1x

O.G.
Mar 24, 2011
1,870
1,086
I consigned a diamond ring with TRR. It was listed on their site for sale for about 2 or 3 months and then, about 3 months ago, the ring disappeared from active sales. I have it tagged as a favorite and it shows a “Coming Soon” banner. On my sales page, it lists the status of the ring as “update in progress”. I have not gotten any information about the current location of the ring - my sales rep has basically gone radio silent, after claiming she sent emails to Consignment Relations Team. I tried calling Customer Service but hung up after being on hold for almost 30 minutes.

I’m thinking about mailing a letter to TRR’s corporate office advising that I want the ring returned. I don’t have the contract in front of me but I imagine that will at least force them to either locate the ring or deem it lost within a specific time frame. (There is a provision in the contact that a seller is allowed to request the return of an item.)

I’d be interested in hearing any thoughts/suggestions, etc. TRR listed this ring for over $5K, so it’s not insignificant. Needless to say, I’m done consigning with them, which is too bad.
Something like this happened to me with a Doen Dress. Obviously not as big of a deal with just a dress, vs your diamond ring.
But what happened was, they were using it in some sort of promotional material, I never found out what. It stayed in the "coming soon" for 2 months and then reappeared and sold immediately at their initial price (without the 20% discount). So it turned out not to be a big deal, I also called and the first CS rep didn't know anything about what happened to it, the second rep was helpful though.
 
  • Like
Reactions: Nomad

Lillianlm

Member
Apr 22, 2020
96
274
Something like this happened to me with a Doen Dress. Obviously not as big of a deal with just a dress, vs your diamond ring.
But what happened was, they were using it in some sort of promotional material, I never found out what. It stayed in the "coming soon" for 2 months and then reappeared and sold immediately at their initial price (without the 20% discount). So it turned out not to be a big deal, I also called and the first CS rep didn't know anything about what happened to it, the second rep was helpful though.
When I first saw that the ring had reverted to “Coming Soon”, I figured they were shipping it to one of their brick and mortar stores, as someone earlier in this thread had described. I waited about 3 weeks before contacting my Sales Rep. I’m troubled by the fact that I haven’t gotten any response other than “We’re looking into it” early on and then nothing.

Sigh….
 
  • Like
Reactions: Nomad

Lillianlm

Member
Apr 22, 2020
96
274
I consigned a diamond ring with TRR. It was listed on their site for sale for about 2 or 3 months and then, about 3 months ago, the ring disappeared from active sales. I have it tagged as a favorite and it shows a “Coming Soon” banner. On my sales page, it lists the status of the ring as “update in progress”. I have not gotten any information about the current location of the ring - my sales rep has basically gone radio silent, after claiming she sent emails to Consignment Relations Team. I tried calling Customer Service but hung up after being on hold for almost 30 minutes.

I’m thinking about mailing a letter to TRR’s corporate office advising that I want the ring returned. I don’t have the contract in front of me but I imagine that will at least force them to either locate the ring or deem it lost within a specific time frame. (There is a provision in the contact that a seller is allowed to request the return of an item.)

I’d be interested in hearing any thoughts/suggestions, etc. TRR listed this ring for over $5K, so it’s not insignificant. Needless to say, I’m done consigning with them, which is too bad.
I’m posting this as a follow-up to describe the resolution, in case anyone else finds themself in a similar situation (consignment seemingly lost, but not acknowledged, by TRR).

Using the contract as a guide, I sent a typed letter, certified mail return receipt requested, to the legal department of TRR, advising that I wanted the diamond ring returned to me within 30 days or, if they could not produce the ring, the amount I was entitled to as commission. I cited specific paragraphs in the contract, kept it simple, and did not get into a whole lot of accusations or general complaints (although warranted).

I did not get a return correspondence but after almost a month, I noticed that TRR marked the ring as “sold” and noted on my page that I was due the commission. That commission has been paid. I’m sure they never located the ring throughout the months I inquired about its status but what was more infuriating was that there was zero communication from customer service or my contact person.

I still have a couple of items consigned with TRR which were sent at the same time as the ring, but I will no longer consign with them in the future. I’ve found them to be a great resource when things go smoothly (proper listing, quick sale, quick payment) but if there’s ever a problem (description of an item that is incorrect and needs to be changed,
item disappeared from active listing for months) there’s absolutely no customer service to be had.

It’s really a shame.
 
Oct 30, 2006
18,760
5,406
I’m posting this as a follow-up to describe the resolution, in case anyone else finds themself in a similar situation (consignment seemingly lost, but not acknowledged, by TRR).

Using the contract as a guide, I sent a typed letter, certified mail return receipt requested, to the legal department of TRR, advising that I wanted the diamond ring returned to me within 30 days or, if they could not produce the ring, the amount I was entitled to as commission. I cited specific paragraphs in the contract, kept it simple, and did not get into a whole lot of accusations or general complaints (although warranted).

I did not get a return correspondence but after almost a month, I noticed that TRR marked the ring as “sold” and noted on my page that I was due the commission. That commission has been paid. I’m sure they never located the ring throughout the months I inquired about its status but what was more infuriating was that there was zero communication from customer service or my contact person.

I still have a couple of items consigned with TRR which were sent at the same time as the ring, but I will no longer consign with them in the future. I’ve found them to be a great resource when things go smoothly (proper listing, quick sale, quick payment) but if there’s ever a problem (description of an item that is incorrect and needs to be changed,
item disappeared from active listing for months) there’s absolutely no customer service to be had.


It’s really a shame.
I am sorry you had to go through that. It must have been stressful.

It has been my experience that businesses are easy to deal with as long as things are going by the book but when there is a problem, you see the true colors of the people running the business. I have seen business owners literally get downright nasty when you complain. It' sad and unprofessional. I have stopped using a few businesses over the years that in the past I had highly recommended because when an issue arose, they didn't handle it well.