Now playing
03:10
The RealReal CEO stands by 'awesome' authentication process
Getty Images
Now playing
02:18
This airplane-shaped bag is selling for more than some actual planes
Now playing
00:54
See Nike's new 'hands-free' shoe
One of many large boxes of returned products that fill the warehouse. The returned products in this box will eventually be sorted and categorized.
John General/CNN
One of many large boxes of returned products that fill the warehouse. The returned products in this box will eventually be sorted and categorized.
Now playing
05:08
Here's where your 'free' online returns actually end up
Shutterstock
Now playing
04:42
Ever receive a package you didn't order? It could be a scam
Orangetheory Fitness
Now playing
02:13
This gym is actually opening studios during the pandemic
Now playing
02:24
How holiday spirit is surging despite the Covid-19 pandemic
NEW YORK, NEW YORK - NOVEMBER 19: A view of the window display as Macy's Herald Square unveils Give, Love, Believe 2020 Holiday Windows on November 19, 2020 in New York City. (Photo by Eugene Gologursky/Getty Images for Macy's)
Eugene Gologursky/Getty Images North America/Getty Images for Macy's
NEW YORK, NEW YORK - NOVEMBER 19: A view of the window display as Macy's Herald Square unveils Give, Love, Believe 2020 Holiday Windows on November 19, 2020 in New York City. (Photo by Eugene Gologursky/Getty Images for Macy's)
Now playing
00:56
Macy's unveils holiday window display with gratitude theme
CNN/Target/Design by John General
Now playing
02:36
It's official: Black Friday is irrelevant
Now playing
02:23
Party City CEO: Consumers still want to celebrate together
NEW YORK, UNITED STATES - 2020/07/08: People wearing face masks shopping inside a retail store in Manhattan as the city enters phase 3 of reopening amid the coronavirus pandemic
As New York City enters phase 3 of reopening retail stores for indoor shopping, restaurants have been postponed for indoor dinning. The U.S. Department of Health recorded a total of 3,219,999 infections, 135,822 death and 1,426,428 recovered since the beginning of the outbreak. (Photo by Braulio Jatar/SOPA Images/LightRocket via Getty Images)
Braulio Jatar/SOPA Images/LightRocket/Getty Images
NEW YORK, UNITED STATES - 2020/07/08: People wearing face masks shopping inside a retail store in Manhattan as the city enters phase 3 of reopening amid the coronavirus pandemic As New York City enters phase 3 of reopening retail stores for indoor shopping, restaurants have been postponed for indoor dinning. The U.S. Department of Health recorded a total of 3,219,999 infections, 135,822 death and 1,426,428 recovered since the beginning of the outbreak. (Photo by Braulio Jatar/SOPA Images/LightRocket via Getty Images)
Now playing
01:38
US retail sales improved in September
thehouseofdrew.com
Now playing
02:01
Justin Bieber's footwear collaboration overwhelms site
Walmart
Now playing
01:01
See what's new inside Walmart stores
3119 E Third Street Dollar General in Dayton, OH on March 12, 2020.
Maddie McGarvey for CNN
3119 E Third Street Dollar General in Dayton, OH on March 12, 2020.
Now playing
06:07
Dollar General's business is booming. It's also vulnerable to crime, police say
Now playing
03:01
How private equity is gutting retail
Now playing
01:55
All retail bankruptcies are not the same. Here's what you need to know
(CNN Business) —  

The CEO of luxury goods reseller The RealReal is defending the company’s authentication process after it was accused of selling counterfeit goods, but she can’t guarantee that 100% of the items sold on the site are real.

“We’re still humans. But I mean, you’re asking me to say do we have .001%? Of course. But that’s not what we focus on,” said CEO Julie Wainwright. “What we focus on is keeping fakes out of the market. Our job is to be the safest place to transact–and we are.”

Wainwright is standing by the company’s authentication process, describing it as “awesome.” This comes after a lawsuit from Chanel, social media posts from fashion experts and a CNBC investigation that raised doubts about The RealReal (REAL)’s thoroughness. The company is putting authenticity at the center of its pitch to customers, saying it reviews every single item on the site, from Birkin bags to Moschino Jackets to Cartier bracelets.

The RealReal invited CNN to one of its product warehouses to see the authentication process in action and meet with some of its authenticators. The company said it rejected more than 4,000 out of 490,000 items in October because of counterfeit concerns.

The RealReal divides goods into high and low risk categories, sending high-risk goods to a team of trained experts who use technology, research and industry knowledge to look for signs that the item could be counterfeit. Most of this work is done without participation from the luxury brands, though on occasion they will communicate to them about questions and many members of the high risk teams have previously worked for luxury companies.

Kevin Ngo, The RealReal’s senior manager of authentication and brand management,