ComplaintsforThe Retail Equation

Point of Sale Systems

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Initial Complaint
04/09/2024
Complaint Type:
Product Issues
Status:
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.
The Retail Equation (TRE) has used my information to deny my returning without a receipt for a period of 180 days. I was issued a warning when returning stocking stuffers I found in my husbands home office that we never ended up using, still with ********* stickers intact. He told me the receipt was thrown out. I said I could return without a receipt for merchandise credit if I gave my drivers license, which I did. The ********************** was for a total of $15.98 (2 items) and I was given the warning receipt and told to call the number for TRE to request my report. I received my report and in the past two years, I made 5 non-receipted transactions totaling $55.92. The highest single transaction was $15.98. When I called, I was told by a nice agent there that I could easily dispute the warning, so I followed the protocol and emailed a letter and TRE report. I was denied with a form email that stated: After review of your dispute letter, *** Companies has elected not to provide further accommodations at this time. Please retain your receipts for future returns.I sent a second request and was sent the same email almost immediately, with no explanation. I sent a third letter with greater detail as to the exact steps I took that day, since it was in a shopping plaza that I have been going to for over 20 years. And again, I was sent the identical form email.I am a Platinum TJX card holder. I have been shopping at this particular Marshalls store for over 20 years. I have no balance on my credit card and have a credit score of 843. Do you believe that TRE is being fair in revoking non-receipted return privileges for an under $20 return? I followed all store protocol for a non-receipted return. I gave them a valid MA drivers license and I was warned, for a ***************************** for store credit. The Retail Equation is unfairly penalizing me on very minor transactions. I am requesting that my files with TRE be deleted and the warning revoked. ID: **************
Business response
04/12/2024
Dear Consumer,

After review of your dispute letter,TJX Companies has elected not to provide further accommodations at this time. Please retain your receipts for future returns.

To submit a consumer statement into your file for disclosure, please include the reference ID number for the ************************* you wish to dispute. Please email your consumer statement to *******************************************.

Regards,
The Retail Equation
Customer Service
************
Initial Complaint
03/18/2024
Complaint Type:
Product Issues
Status:
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.
3/14/24 I made a return at JCP (with a receipt) a "return warning" printed out with my return receipt, that stated I may not be able to make further returns or exchanges with or without a receipt. I've always made my returns within the 30 day allowable and have NEVER made a return or exchange without a receipt in 40 years of being a customer. These purchases are always on my store credit card for verification. Upon requesting The Retail Equation's "Retail Activity Report" I noticed on every jcp.com order I placed and returned items their report was marked it as a "no receipt" return. This is completely false, as I have the original receipt & the refund receipt stapled from the sales clerk. I have receipts from every transaction I've purchased & returned (yes I'm that person!) The other returns I've made from a store purchase were coded correctly (with a receipt). It looks very concerning that these other returns were without a receipt, which is false. When you place a jcp.com order you pay when order is placed so there can be no theft or fraud, since that's what they're targeting. I want my file deleted and this unfair, incorrect information gone immediately!
Business response
03/20/2024
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
Initial Complaint
03/17/2024
Complaint Type:
Customer Service Issues
Status:
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.
The Retail Equation has collected, compiled, and distributed my personal data without my permission. I demand that it all information related to me be immediately and completely erased from The Retail Equation's databases and files. They randomly deny refunds and returns for seemingly no reason. Their customer service staff is rude and unhelpful. My TRE transaction ID *******************
Business response
03/20/2024
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
03/10/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I have only returned unused items with a receipt in the return period. I should not be on any kind of list for returns and am requesting all of my file be erased as the collection of my info violated my rights and the algorithms used by this company are profiling innocent consumers. Kindly delete my file please.
Business response
03/13/2024
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 response
03/13/2024
I received my report from TRA and noted several returns marked as no receipt. That is not true, Ive always had a receipt. I would like to be removed from this program since the report is fraudulent.
Initial Complaint
03/01/2024
Complaint Type:
Product Issues
Status:
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.
On 2.26.24 I made a return with receipt to JCPenney, I have frequently shopped there and on occasion have made returns...most recently from unwanted Christmas items and then drapery which wasn't as expected from an online order. I received a warning from TRE and I am shocked and livid when told I may have problems with orders for the next 180 days! I did not go against the stores return policy and I certainly did not commit any type of fraud! How dare a company be allowed to access my shopping and return information without my consent. I have spoken with someone at TRE and they were rude, I also went online to obtain a copy of the report. However I want them to delete all my information and I don't want a no return status policy against me. I have always returned everything to JCPenney with a receipt within the time allowed, and I have a Credit Card with them so it all can be verified. This type of shady practice needs to be stopped. Transaction ID *****************
Business response
03/07/2024
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 response
03/08/2024
How can I accept the business' response if all it says is that they will review and advise within 30 days? I can only make that decision once I get an actual response not just a confirmation that they have received my complaint.

Thank You
Business response
03/14/2024
Dear consumer,
After thorough review of your RAR, JCPenney has found that return 355335044-810-JCP was not in error. If you believe your RAR still contains an error, you may submit into your Return Activity File a consumer statement up to *************************************** your file.

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
02/29/2024
Complaint Type:
Product Issues
Status:
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.
I purchased multiple items from ********** recently and returned two items. When I tried to return a third item, I was denied by The Retain Equation. When I received the report, it showed that I only had two returns in the past two years! Transaction ******************
Business response
03/07/2024
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
02/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Went to return new shoes to DSW Designer Shoe Warehouse and the return transaction was declined by Retail Equation. What gives them the right to determine who and what can be returned? I can't even do an exchange for a different size. I see nothing about this anywhere in DSW's return policy. Currently seeking legal advice.
Business response
02/29/2024
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
Initial Complaint
02/23/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I purchased merchandise at *********** it was a sink pump and it was defective, I tried to create a return online when I received a message from *** (471259535-750-THD), that I could not return the merchandise, the goods were within the time limit for return and I have a receipt, I am frustrated with this automated system that is targeting people who return merchandise, especially when the merchandise is broken, I called *** and spoke with someone reading from a script, she said she would be sending me a report of my "return" activity, but I never received it. How is this legal? We're Unable to Accept This Return We cannot process your merchandise return at this time. The ********** uses The Retail Equation's (***) merchandise refund verification system, which has denied your return.For more information, call The Retail Equation (***) at ************** (Monday-Friday 8am-12am EST, Saturday 9am-6pm EST, and Sunday 12pm-6pm EST) or visit their website at www.theretailequation.com. When contacting ***, have the *** transaction ID *******************, full name, address and phone number available.
Business response
02/23/2024
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 response
02/27/2024
I do not accept this response because the matter has not been resolved, taking 30 days to resolve seems a bit too long considering I am unable to return the defective merchandise.
Initial Complaint
02/22/2024
Complaint Type:
Product Issues
Status:
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.
****, incompetent, employees who are given a script to read and do not allow others to speak nor elaborate on additional information. Unfortunately, knowing i am not the only one who came across this type of treatment confirms the lack of comprehension, communication, and customer service skills the ***** and **** have whom work at TRE. I called in regards to receiving a refund because ********** delivered the wrong item. It was a ping pong game with both TRE and HD, with lack of clarity or solutions provided by both parties. I have emailed and still no response. I need TRE to lift the block so ********** can pick up the wrong item they delivered and in turn the return can be processed. All returns are in policy so for ********** to hire TRE which appears to be a company to just prevent and go against HD policy without elaborating is all a scheme. Transaction ID: ***************
Business response
02/23/2024
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
02/16/2024
Complaint Type:
Product Issues
Status:
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.
First time dealing with the retail equation: I was flagged by the retail equation in error per their initial report in 12/2023 which locked my account with Dicks without any warning. Once my account is locked, the second report they sent me 1/2024, they removed the error charges (about $300 on 12/23/23 which was why my account was flagged) but they still count it against me despite pointing this out to them and they declined to remove it from my record. I tried contacting them via email regarding their decision which only granted me a one time return within the month of Feb-Mar ************************************* a couple of transactions as well as an online order that I never received from Dicks and Dicks online representative was unable to refund it to me since my account is locked so a one time return is not enough for me to take care of these issues (both online and in store returns). Also Dicks normally refund each transaction separately so I would need a day approval not a one time approval and that was what I was trying to clarify with the Rar equation. However, they redirected me to call them instead and when I did, I was told by their staff that they can only provide me with my RAR report which I already have and am trying to dispute. I feel they are being evasive and I would like report them since the way they flagged me and handled my case is fraudulent and I do not want them to victimize any other consumer.
Business response
02/23/2024
Dear consumer,
Thank you for contacting The Retail Equation. We have sent your dispute to Dicks Sporting Goods and once we receive a response we will update you.

Regards,
The Retail Equation
Customer response
02/27/2024
I received a email from Retail equation on 2/22/24 approving for in store return and was able to return the items needed as well as reimbursement for the missing package.
I still feel the Retail equation is not admitting their responsibility of flagging me/my acct with Dicks in error as noted by the 2 RAR reports I originally reported and their failure to respond to my request for removal of my info from their database due to being wrongfully flagged. When I was at Dicks returning my orders, the manager was shocked that I was flagged for asking for a price adjustment (total of $10) within the window for price adjustment (14 days) per the Dicks website, not even a return.
I am concern this error will negatively affect my consumer report.
Thanks!
Yen
Business response
02/29/2024
Dear consumer,
Thank you for contacting The Retail Equation. We have sent your concerns to Dicks Sporting Goods and will update you as soon as possible.
Regards,
The Retail Equation

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