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: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
  
  

• Initial Complaint

  Date:07/04/2025

  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.

  **** DEPOT SENT ME RETURN LABELS FOR 11 GARDEN PREEN AND COCO SOIL,BECAUSE THE ***** ARRIVED TOO LATE FOR ME TO USETHEM,THE ***** WERE PURCHASHED THRU KLARNA LEASING AND **** DEPOT HAS RECEIVED ALL THE ***** BACK FOR THE RETURN ,I HAVE PROOF OF DELIVERY FROM *** AND **** DEPOT ,NOW ALMOST A MONTH HAS PASSED SINCE THEY GOT THE ***** BACK AND **** DEPOT IS REFUSING TO REFUND KLARNA SAYING I DID TOO MANY RETURNS,THEY KEEP TELLING ME THE REFUND WAS BEING PROCESSED THEN TODAY EMAILED ME SAYING I WONT GET REFUND BECAUSE OF( TRE.).BUT ITHEY ALREADY HAVE ACCEPTED AND RECEIVED THE **** BACK AND AM STILL PAYING THE KLARNA LEASING COMPANY FOR THE *****.

  Business Response

  Date: 07/07/2025

  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:07/02/2025

  Type:Sales and Advertising 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 DSW. I do return items that do not work for me but each return had a receipt and was new in perfect shape/condition. I feel this is wrong to do this.

  Business Response

  Date: 07/02/2025

  
  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: 07/02/2025

  ************-DBI

  Business Response

  Date: 07/07/2025

  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 2 to 4 weeks.
  
  Regards,
  The Retail Equation
  
  

• Initial Complaint

  Date:06/30/2025

  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.

  May 23, 2025 I ordered a bulky item using my ********** ProX online account. It arrived May 28, 2025 via ***** Ground, severely damaged (the box, 19x19x24 had numerous large holes, and was crushed on 3 of 4 corners). I called to arrange a pick up return, per *********** online website because the nearest store is over 55 miles. ********** *** said he had to get authorization for the return and was transferring me to another department. The transfer however was not to HD, but to TRE, who I had never heard. This began the nightmare. HD had given me a specific transaction number to use. All the TRE person did was take my info so I could request a ***ort. I asked questions, and found out nothing except being advised to get the ***ort to get things corrected. I requested the ***ort and heres the outcome: a) the one return was listed in error 3 times - TRE denied my request (twice) to remove the 2 errors. b) TRE says only HD can reverse decisions - but, HD says only TRE can (I have, in writing, stated by each); c) I had my receipt and return was attempted day 1 of delivery - I had 90 days; d) I always have my receipt in past because I always use my in store and online ProX account ID; e) no store credit ever used, and past returns well within return windows; f) I had only $240 in returns for the year, but have spent tens of thousands in the last 6 years - also always using a receipt for any returns of unopened or delivery-damaged items; g) I always w receipts and well within return windows, any retailer, *** ones you track. REQUEST: There are two transactions that are ***licating the original - these need removal - they were ***orrectly listed as freight damaged - however it was not freight delivered. Your ***ort also says I DID provide a receipt on every ***ort item. ***** ground says only ********** can file a claim and has responsibility - not me. The error transactions: 627284715-636-THD $145.10 and 627299216-226-THD $134.10 (the item without tax).

  Business Response

  Date: 06/30/2025

  Dear Consumer,
  
  After thorough review of your RAR, ************** has declared this return denial to be valid.  Per The Home Depots published return policy All returns are subject to system verification for approval.
  The following tips may help reduce the risk of merchandise return denials in the future:
  
  Keep your receipts and take advantage of The **********?s Receipt Lookup, which is available at the Returns area in all stores
  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: 06/30/2025

  I reject this because: 1) you did not correct the repeated error where one 5/28 transaction appears Two ADDITIONAL times on 5/29, for the single refund request on 5/28. 2) Home Depot store gave me a full refund on 05/29/2025, and no special override was required- it was Not rejected at the store. You can see the receipt references the original receipt also. 3) ********** store had no idea why you rejected the refund on 5/28 and saw NO evidence in their system blocking the refund (I have in writing from the store, from Escalation, and store manager, there was no reason to reject the request for refund - I had a receipt in hand, had a valid ProX account, and there was no associated gift card nor store credit used on the original transaction. 4) ********** informs me (executive escalation team) that you, TRE, rejected it and not **********.  
  5) Your response indicates you did not read my initial complaint because I clearly gave the receipt order, provided to ********** (and your RAR says I provided it), and that I met EVERY item you suggest for refund requirements. 
  I stand by my request for you to remove the 2 repeat items on 5/29, and to update RAR 5/28 original as accepted. See the attached receipt. I have a right to an ACCURATE RAR.  I included the original online receipts, showing purchase 5/24, delivery 5/28, and return window 8/21, and showing no gift cards, nor store credits used. FYI: your response to this inquiry exactly matches your response word for word in your email to me on 6/4/2025, and neither time addressed my request for correction or specific questions.

  Business Response

  Date: 07/02/2025

  Dear consumer,

   

  The Retail Equation, **** (TRE) is a service provider to retailers and assists retailers, such as The *********** in reviewing their own data to detect and prevent fraudulent consumer return transactions and return transactions that violate the retailers own return policies.  TRE makes recommendations to the retailer to accept or deny a return based on the consumers return history with that retailer that was provided to TRE by the retailer.   TREs recommendations are based, in part, on the retailers guidance as to how strict they would like to be with their return policies and fraud detection. Then return policies and the ultimate decision as to whether to accept or deny a return sits with the retailer. 

  
  In this case, the transaction history associated with the online return request triggered a denial because the product refund had already been issued in store for the product in question. Specifically, ************** informed TRE that the product referenced in this complaint was returned on May 29, 2025 and a refund of $134.10 was issued to the customer at that time. 

   

  Regards,

  The Retail Equation

  Customer Answer

  Date: 07/09/2025

  your assessments are incorrect: by your own report
  5-28-25: first Denial was only contact I had with *********** by phone, your report 9:32 pm ET
  5-28-25: second denial same item you list 9:55 pm ET.  I only had one phone call at 9:32.
  
  5-29-25 RAR report lists $134.10 denial at 8 am ET. I had not spoke to the manager there until1:30 pm ET.
  The RAR I requested sent 8:40 AM 5-29  - my first time to see all the errors  I studied it and sent my request to you 14:30 pm before I headed to ********** in hopes of getting the refund  
  my refund - where I went into the store, youll see dated and timestamp 5-29-25 at 5:33 PM ET.
  I attempted ONE return prior to store visit 5-29 at 5:30 ET.  The 2nd 3rd are duplicates I did not attempt bc you definitively told me it was denied. It wasnt until after lunch on 5-29 I decided to go to the store just in case it mattered.
  You do not seem to hold to the same reasons each time you reply. You say its HDs decision - Im asking you to correct the report since you do control it; HD does not. All 3 should be removed because HD refunded at the store, back to my card, with no override whatsoever.  This was a mistake and I believe you realize this: It also indicated it was an online purchase - that means every one had access to my receipts, my ProX account, etc and shows any few prior returns all had receipts within return windows. You say HD makes the decision therefore all 3 should be removed from the *** due to the refund the store granted 5-29

• Initial Complaint

  Date:06/25/2025

  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 have been trying to resolve this on my own since April 2025 with numerous calls and emails and to no avail. I have had the run around from ********** this whole time between calling them and being given incorrect information. Calling ********* and trying to get a hold of this TRE place and still nothing has been resolved. I made an online purchase April 14th, 2025, and it was supposed to be delivered April 17th, 2025 and it was not. Supposedly they delivered it the day before but there was no one home at the time because the date was changed for the delivery and I was not notified of the change. The package went missing and I have been trying ever since to get it resolved on the credit card that it is still showing as I owe for this purchase that was never received by me and have it resent to the store so I can pick it up but the company has given me the run around and never even offered that. So I have been requesting this to be fixed on that card so I can close it and never do business with them again.

  Business Response

  Date: 06/27/2025

  Dear consumer,
  
  
  Thank you for contacting The Retail Equation. The ********** has denied your dispute due to the item being delivered to your residence. You may dispute charges with your financial institution or file a claim with the carrier.
  
  Regards,
  The Retail Equation
  

  Customer Answer

  Date: 06/30/2025

   I do not accept this as I have contacted *********, ********** and ***** and I have continually been told that TRE was who made this denial decision. I have already gone round and round with all 4 of these companies and each one of them wants to point the finger at the other and not do anything to help the actual consumer. Bottom line here is that I made an online purchase I never received and yet these companies are expecting me to pay for something I did not get because the shipping company shows delivered. I have been fighting for this for months now. Not once have they attempted to make this right. Hence the reason I will no longer use that ********** card nor will I continue being a customer of citi bank. 

   

  Business Response

  Date: 07/07/2025

  Dear consumer,
  
  
  Thank you for contacting The Retail Equation. The ********** has denied your dispute due to the item being delivered to your residence. You may dispute charges with your financial institution or file a claim with the carrier.
  
  Regards,
  The Retail Equation

  Customer Answer

  Date: 07/08/2025

   As you can see this company just forwards the same standard answer for everything. They do not want to actually help resolve this issue and keep pointing the finger back to the financial **** who in turns points the finger back to them. Round and round it goes. So with these replies of the same generic response I can at least forward this to the attorney generals office about this company, ********** and ********* for their horrible customer service and to help other consumers be warned of any company that uses ********* and TRE for the blatant disregard of their customers.