Problème avec l'achat de The Real Real et la livraison d'UPS, Boston, MA, EUA

Boston, Massachusetts, Estados Unidos

🧾 Case Report – Undelivered Purchase (The RealReal / UPS)

On October 11, 2025, a Brazilian tourist visiting Boston (USA), made an online purchase from The RealReal for a total amount of US$816.90, using a Wise card with payment processed via Apple Pay.

The order No. R03822**** referred to a Bottega Veneta Suede Jodie handbag, scheduled
for delivery by UPS to the address in Boston, MA, the residence of a friend, where the tourist was staying during her trip.

The purchase included payment for express shipping (Two Business Days Delivery), specifically to ensure that the item would arrive by October 15, 2025, before the tourist’s return to Brazil. Despite the additional payment for priority service, the delivery did not occur within the contracted timeframe.

On October 16, UPS tracking began indicating that the package had been “Delivered” at 4:55 PM (EST) on October 15, 2025, but no package was received at the location. There is no recipient signature and no valid proof of delivery. The only evidence presented by UPS is a generic photo of an indoor storage area, bearing no resemblance to the delivery address or the product purchased.

She personally went downstairs to retrieve the package, but no parcel was found. Together with the two concierges on duty, she conducted a thorough search of the building’s premises and confirmed that the item had not been delivered.

The staff also checked the building’s internal delivery tracking system and verified that the last
recorded UPS delivery to that address had occurred on September 13, 2025, more than a month before the date UPS claimed to have made this delivery.

In summary, she accompanied by the building’s concierges, confirmed with the management of the Watermark Seaport residence that no UPS packages had been delivered or recorded at that address after September 13, 2025.

Following this finding, she immediately contacted The RealReal’s customer service and
also filed a “lost package” claim with UPS.

In this first contact, a customer service representative identified as Sorren acknowledged the
situation and opened an internal case with the relevant department. Sorren confirmed receipt of the information and forwarded the case internally, assuring that the logistics and loss prevention teams would follow up with UPS.

After this initial exchange, she received further communications from The RealReal’s
specialized department.

On October 16, 2025, she also sent an e-mail to the store’s service department (customerservice @therealreal. zendesk. com ) titled “Urgent: Missing Package – UPS Marked as Delivered but Not Received,” detailing the missing delivery and attaching both the UPS tracking information and the confirmation from the building management.

In the following days, The RealReal initially replied with automated messages, after which several members of the Fraud Department contacted her, including an analyst identified as Maria (Fraud Analyst).

Maria informed the tourist that the case had been referred to the Loss Prevention Department and that identity verification documents would be required.

As a continuation of the support initiated by Sorren, Maria’s e-mail instructed the tourist to fill out an identity verification form, with a link valid for only 24 hours. The tourist completed the form and submitted all the requested documents within the deadline, fully complying with the store’s requirements.

Nevertheless, the company later claimed that it could not identify the submitted documentation, prompting Amanda to contact both Sorren and the Fraud Department again for guidance on resending the files.

Despite her efforts — and proof that all messages were successfully delivered — The RealReal
stopped responding, providing no updates on the investigation or any resolution.

In parallel, the tourist also remained in contact with UPS, reporting that the package was lost (“This package is lost”).

UPS initially stated that an investigation was underway, but on October 24, 2025, it sent a new
message claiming it had “been unable to reach the customer to complete the investigation” and therefore closed the case unilaterally, without providing results or a concrete solution.
It is important to note that responses from both The RealReal and UPS were slow and
inconsistent.

Due to these delays and the ongoing uncertainty, the tourist had to return to Brazil without being able to resolve the issue while still in the United States.

It is unclear whether this investigation was conducted jointly by The RealReal and UPS.
However, as of this date, she has been unable to obtain a resolution from either party.
Both companies now consider the case closed, falsely claiming they were unable to reach
the tourist — a statement entirely inconsistent with reality, as numerous e-mails were exchanged, all properly documented, with clear responses and follow-ups from the customer.
This claim is baseless and demonstrates a serious failure of communication and accountability by both companies involved.

Current Status
The situation remains unresolved, as evidenced below:
1. 2. 3. 4. The total purchase amount (US$816.90) was duly paid and charged to the Wise card;
The product was never delivered; UPS failed to provide valid proof of delivery or recipient signature; Verification conducted by the tourist, together with the concierges and confirmed by the building’s administration (Watermark Seaport Concierge), proved that no UPS deliveries
were recorded at the address after September 13, 2025 5. Both The RealReal and UPS were excessively slow in their responses and eventually closed all communications under the false pretext that they could not reach her — despite multiple documented e-mails showing continuous correspondence from the customer; 6. 7. The RealReal has not processed a refund nor provided an effective solution; All contact attempts and related communications are fully documented but have not yielded a satisfactory response.

Request
In light of the facts presented, we formally request the opening of a dispute and refund process
(chargeback) with the financial institution and the accountability of The RealReal and UPS for the non-delivery of the product and the lack of proper response, in accordance with U.S. consumer protection regulations and standard e-commerce practices.