Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/22/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on-line at ***************, I received 6 of 7 items. I called right away to notify customer service an item was missing and I was denied filing a claim and was basically told theres nothing that can be done.

  Business Response

  Date: 09/23/2025

   Dear Consumer,
   
  Thank you for contacting The Retail Equation. We have received your dispute letter, please keep in mind the dispute process can take up to 1 week.
  
  Regards,
  The Retail Equation

  Customer Answer

  Date: 09/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *** ******
  
   
  

• Initial Complaint

  Date:09/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to return items to ****** on 9-10-25 for $44.61. I did a Kohls credit receipt look up. I was denied a return. The report from Retail equation that was sent to me shows some inaccuracy. Some returns are duplicated and show 0 in dollar amount but are counted in top still in total returns. In addition I was never given a warning code from ****** prior to me denial. Employees at ****** are not trained properly. In order to a day 14 match guarantee they suggest returning everything and purchasing it again. This can result in larger return amounts when the employee should only give the difference of a price adjustment. I am being penalized for doing a ******************************************************* as a return. I do no consent TRE or ***** to store or track my information using my ***************** credit card. I have never given my driver license. I do not consent my receipts looked up using my credit card to be shared with any third party. I request for my data to be deleted. I have read Kohls return policy and I have not violated or abused it. I have only ever returned items to ***** using a receipt. For items not returned but price adjusted, I have followed the Kohls employee direction of returning all items first. Then doing a repurchase. There is no fraud or abuse on my end.The Retail equation/***** has zero legal authority to withhold a consumer's refund if the consumer has not violated a company's return policy. I believe the Retail equation has a flawed algorithm. I demand the retail equation remove their suggestion to Kohls to deny a return. I will no longer be shopping at ***** since 9-10-25 and i would like to like my last return. I would like Kohls and Retail equation to prove to me how I violated the store return policy.

  Business Response

  Date: 09/16/2025

  Dear Consumer,
  
  Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 numbers and ending in 3 letters. You will find this on your warned or declined receipt.
  Regards,
  The Retail Equation
   

• Initial Complaint

  Date:09/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was denied a price adjustment and return at Dicks due to TRE, without any prior warning. I requested my report from TRE and saw that it was full of mistakes. The following transactions were not mine but were on my record: 149603859-506-DKS 149604765-933-DKS 149719527-766-DKS 150596200-780-DKS I rarely make returns at Dicks and in fact only returned one small item to Dicks in person while I have made many large purchases over the years. These 4 false transactions listed above are critical because they make up my entire TRE history prior to my return denial on August 23th.I told TRE that I checked my Dicks scorecard and my checking account and confirmed that those transactions were not mine and were falsely on my report. I asked TRE to rectify the mistakes on my report. They refused to even acknowledge these false transactions, even after I repeatedly asked them to address these mistakes by email.

  Business Response

  Date: 09/16/2025

  Dear Consumer, 
  
  
  
  After thorough review of your RAR, Dicks Sporting Goods has found that the return 171889894-390-DKS was not in error. Dicks Sporting Goods is allowing your return however trading card items will not be permitted during this return. Trading card items are non-refundable.
  
  If you have any further questions or to submit a consumer statement into your Return Activity File for disclosure,please reference the transaction number for the return(s) you wish to dispute.  Please email your consumer statement to **********************************************************************.
  
  
  
  Regards, 
  The Retail Equation 
  Customer Service 
  ************ 

• Initial Complaint

  Date:08/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Retail Equation is a third party company that tracks consumer return behavior and prevents consumers from returning unused products back to the retailer. The Retail Equation tracks my behavior without my knowledge or consent, nor do they provide clear metrics on how they track consumers. This private monitoring is unlawful since I have not consented to my data being collected. The Retail Equation needs to delete my profile and stop any type of data collection in my name since they do not have consent to collect my information

  Business Response

  Date: 09/04/2025

  Dear Consumer,
  
  Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 numbers and ending in 3 letters. You will find this on your warned or declined receipt. Once we confirm this information we can start the dispute process for you. 
  
  Regards,
  The Retail Equation
   

  Customer Answer

  Date: 09/04/2025

  The transaction ID ********************** has requested is 172151799-963-DKS. My profile needs to be deleted immediately. In their response, the Retail Equation stated they will start the dispute process once the transaction ID is confirmed. I do not need them to start another dispute process since they need to delete my profile. I will not accept their response unless they delete my profile completely and stop all data collection in my name

  Business Response

  Date: 09/05/2025

   Dear Consumer,
   
  Thank you for contacting The Retail Equation. We have received your dispute letter, please keep in mind the dispute process can take up to one week.
  
  Regards,
  The Retail Equation

  Customer Answer

  Date: 09/06/2025

  as stated in my first response, I do not need The Retail Equation to begin a dispute process internally in their records. This conversation that the BBB is moderating is the dispute process. The Retail Equation needs to delete my profile immediately or they will be faced with complaints of fraud

• Initial Complaint

  Date:08/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to make a return with receipts at Kohls and the return was denied. ***** said to contact TRE. I was not given a warning prior to this.

  Business Response

  Date: 08/18/2025

  Dear consumer,

   

  Thank you for your patience. We have received your dispute letter, please keep in mind the dispute process can take up to 30 days.
  
  Regards,
  The Retail Equation
  
  

• Initial Complaint

  Date:08/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Processing online returns at ***** for multiple articles of clothing on the same order with a valid order number, the cashier was forced to return each item individually as one transaction each which led to the cashier not giving me the receipts but placing them on the counter where I could not see them. The warning receipt was not given to me until the next transaction was declined by ***** and TRE.Due to medical issues, members of my household are unable to physically leave and enter stores which makes having to shop online a necessity. Having to buy multiple sizes and variations of items is my only option. I have never made a return without a receipt or asked for exchanges with or without a receipt. If I had a clear understanding that the retailers I was using were sharing my information without consent, I would have stopped purchasing from them at all. The lack of transparency on how returns are handled confuses and unfairly puts customers in danger of being rejected refunds. This raises questions about how returns are monitored and whether the system unfairly penalizes legitimate returns. The Retail Equation's possible misclassification of genuine, receipted returns calls into question its accuracy and openness. This lack of transparency impairs my ability to purchase comfortably and feels unfair because the grounds for giving warnings are unclear. I am making an official complaint with the Better Business Bureau (BBB). Consumers deserve a fair and transparent return procedure that does not penalize them for following business regulations. *** does not have my permission to store or use my data under the California Consumer Privacy Act (CCPA) and I want my file completely removed immediately.

  Business Response

  Date: 08/11/2025

   Dear Consumer,
  
  Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 numbers and ending in 3 letters. You will find this on your warned or declined receipt. Once we confirm this information we can start the dispute process for you.
  
  Regards,
  The Retail Equation

  Customer Answer

  Date: 08/12/2025

  17992667030KHL

   

  Business Response

  Date: 08/12/2025

  Dear Consumer,
   
  Thank you for contacting The Retail Equation. We have received your dispute letter and it was forwarded to ******, please keep in mind the dispute process can take up to 30 days.
  
  Regards,
  The Retail Equation
  
  

• Initial Complaint

  Date:08/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complain for my return denial at ****** department store recently. I have reviewed the return report from The Retail Equation for the past 2 years I was provided, and found that all of the returns were legit with receipts within the return window. I was instructed to write an appeal letter to ******************************************* to appeal for the return denial, but received an instant email response without further assistance:Your request to ************************ could not be created. If you would still like to get help, please contact the team directly.

  Business Response

  Date: 08/07/2025

  Dear Consumer,
   
  Thank you for contacting The Retail Equation. We have received your dispute letter, please keep in mind the dispute process can take up to 30 days.
  
  Regards,
  The Retail Equation

• Initial Complaint

  Date:08/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Retail Equation denied my return to **********. I have had a receipt for every purchase I have made and have returned items for being fee damaged/defective or items that did not work for other reasons and were returned in the condition they were received. I want The Retail Equation to remove my return ban and my data frok their system as I did not consent to them holding on to my personal information.651968957-743-THD

  Business Response

  Date: 08/06/2025

  Dear Consumer,
   
  Thank you for contacting The Retail Equation. We have received your dispute letter, please keep in mind the dispute process can take up to 30 days.
  
  Regards,
  The Retail Equation

  Customer Answer

  Date: 08/06/2025

  Im awaiting the business to give a resolution to my request- remove my information from their system which they did not have my consent to track. There has been no fraudulent behavior on my end- if the retailers they work with have a limit on refunds that needs to be communicated before purchase. Again, The Retail Equation does not have my consent to store any information about me and they need to remove my ban and my data from their system.

  Business Response

  Date: 08/07/2025

   Dear consumer,
  
  
  After thorough review of your RAR, ************** has found that return 651968957-743-THD was not in error. However, The ********** has allowed a one-time approval for the transaction mentioned above, youll have between 08/07/25-09/07/25 to complete this return. Please keep in mind that there are a few ways to prevent future denials for non-receipted returns with original tender of store credit.
  
  
  -         Avoid receiving store credit when possible. Be sure to have merchandise returns refunded to your original form of payment.
  
  -         Sign up for a PRO Xtra account to help track your purchases and returns.
  
  -         Return the merchandise within the allotted returns period.
  
  
  Regards,
  The Retail Equation
  Customer Service
  ************

  Customer Answer

  Date: 08/12/2025

  I did not make any returns without a receipt or returns outside the allotted window- their information is incorrect. The business has not addressed my concern- they do not have my consent to store and track my data, and I want them to completely delete my data from their system. 

• Initial Complaint

  Date:07/26/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered home items for our new place, and ********** sent me someone else's order.I am new to ***********The items were picked up, which what I thought, was an easy return process, only to receive an email today stating my return was refused due to me returning the wrong item.Duh,I returned exactly what was sent. i spent hours trying to call and chat, only to be cut off multiple times, leading me to file a BBB complaint to HD too.I finally received someone on the phone and she transferred me, without saying anything, to the retail Equation, held for 1 hour and then hung up I am also contacting the States Attorney to report fraud as I returned exactly what I was shipped and this is stress I do not need. My bank is also aware.This is only my second order with ********** so there is no reason I should have been flagged.Ridiculous and I am happy to see others are standing up against this companies unethical practicies I didn't receive any code but will show my ********** order and email received I also recorded my call with ********** earlier today since I felt something was amiss Hopefully, the states attorney will shut this company down and no more shopping at **********

  Business Response

  Date: 07/28/2025

  Dear Consumer,
  
  Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 numbers and ending in 3 letters. You will find this on your warned or declined receipt. Once we confirm this information we can start the dispute process for you.
  
  Regards,
  The Retail Equation
   

  Customer Answer

  Date: 07/28/2025

  as I already noted in my original complaint, that appears ignored or missed, there wa amp code. ********** just transferred me to you and I waited a full hour before hanging up.  

  Business Response

  Date: 07/29/2025

  Dear consumer,

   

  Thank you for contacting The Retail Equation.
  
  We were unable to locate your account with the information provided. To move forward with your dispute, we will need your Transaction ID number.
  
  This number is typically 1012 digits long and ends in THD. The ********** should have provided this number to you at the time your return was denied.
  
  Once we receive the Transaction ID, well be happy to proceed with your dispute.
  

   

  Regards,

  The Retail Equation

• Initial Complaint

  Date:07/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company has flagged me at **********. I have received no warning. I have not returned excessive items. I received a damaged item on July 1st I sent picture now ********** is telling me I cannot return items.I dont want anything from ********** because of this policy. I will be reporting this company to *** and the attorney general and if not taken care of will be forced to go To small claims court. If you have a problem with me which there should not be one, you should let me know before I purchase.Again remove my block immediately so I can return my damaged item and everything else I bought so I can never shop here again remove the block on all of my orders purchased June 2025.there are at least 3 orders

  Business Response

  Date: 07/07/2025

  Dear Consumer,
  
  Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 numbers and ending in 3 letters. You will find this on your warned or declined receipt.
  
  Regards,
  The Retail Equation
   

  Customer Answer

  Date: 07/07/2025

  you have resolved nothing the complaint number 639987411-836-phb

  from ********** please remove block immediately

  Business Response

  Date: 07/09/2025

  Dear Consumer,
   
  Thank you for contacting The Retail Equation. We have received your dispute letter, please keep in mind the dispute process can take up to 30 days.
  
  Regards,
  The Retail Equation