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:04/29/2025

  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 complaint is in regards to my in-store experience at *********************** (DSW) today, Tuesday, April 29, 2025 when I tried to return the shoes from order ********** totaling $117.98. I was denied the return due to my "return activity." I am appalled, disappointed, and extremely frustrated with DSW partnering with the third party, The Retail Equation (TRE), that uses an arbitrary algorithm to flag customers. As a customer, I want to be able to make an informed decision. I would never do business with a company that uses TRE which arbitrarily decides whether or not I can return items based on a flawed algorithm. I purchased these shoes on 4/15/25 which is 2 weeks ago, today. The shoes arent even unwrapped, yet I now need to appeal to TRE about why I should be able to return them so I can receive my $117.98 back and I am banned from returning shoes for 180 days?This is an unacceptable and deceptive practice. TREs algorithm has zero credible basis and the profiling of customers is discriminatory. I demand that I receive my $117.98 back immediately. It is not a crime, suspicious, or fraudulent to change your mind about a pair of shoes.

  Business Response

  Date: 04/30/2025

   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 two weeks.
  
  Regards,
  The Retail Equation

  Customer Answer

  Date: 04/30/2025

  The response provided by The Retail Equation is unacceptable.  It will take them 2 weeks to decide whether they will refund $117.98?  They are literally holding my funds based on a flawed algorithm.  That is what is suspicious and fraudulent.  There is zero basis for the denial of my refund.  The shoes are unworn and have never been unwrapped.  I demand my refund immediately.  Quit holding my funds without any credible explanation.

  Business Response

  Date: 05/05/2025

  
  Dear Consumer,
  
  
  After thorough review of your RAR, *************** has found that return 15984048-343-DBI was not in error and there will be no changes to the return history. However,*************** has temporarily re-established your ability to conduct returns from 05/02/25-06/02/25. Once your approval window has been completed your future returns may not be accepted if your return activity has not improved.
  
  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
  ************

  Customer Answer

  Date: 05/12/2025

  The Retail Equation has zero legal authority to withhold a consumer's funds if the consumer has not violated a company's return policy.  That is the actual reason I was able to return my shoes to Designer Shoe Warehouse (DSW).  But, due to The Retail Equation's discriminatory practices and targeting using a flawed algorithm, DSW has lost me as an Elite Rewards Member and future customer.  I will not tolerate these practices instituted by The Retail Equation that lack credibility and should not exist in the marketplace.

• Initial Complaint

  Date:04/28/2025

  Type:Product 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.

  ********** sent me a damaged armoire at least 3 times. Not only that, I could tell it was the SAME damaged armoire they kept sending me over and over, because it was MY TAPE on the outside of the box!!! In the same damaged spot every time! But instead of taking this damaged item out of rotation, they just kept sending it out again to the next person who ordered, which I guess was me!! I finally got frustrated and ordered it from another retailer instead, thinking they both couldn't possibly send me the same one at the same time, and sure enough I received an undamaged one from the other retailer. Finally! So I called to cancel the last ********** order. I never even received this $600 item. It was cancelled directly by **********! They APPROVED the cancellation and returned it back to their warehouse without ever delivering it to me! 6 weeks later, I realized I had not received a refund yet. When I called about it, they said their system prevented them from refunding after 30 days, and that it was denied by the fraudulent operation, The Retail Equation, who I have heard stories about from people before! A LOT of people have had problems with their unfair practices, stealing from consumers like they are trying to steal from me right now! I just can't believe that they would try to classify this as denying a "return" when the item was ALREADY "returned." In fact, it was cancelled! I NEVER even received it!!! How can you possibly justify not refunding for an item you took back??? ********** APPROVED the cancellation of this order and rerouted the item back to their warehouse! And then you dare not refund my money for it?? Are you kidding me?? Liars and cheats, all of them! I'll be shopping at ****** from now on.

  Business Response

  Date: 04/30/2025

   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: 05/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find it irrelevant. **********, following my accompanying complaint to them, has already issued my refund, despite whatever nonsense The Retail Equation has to contribute. I got my refund, so case closed.

  Regards,
  
  ******* *****
  
   

  
  

• Initial Complaint

  Date:04/21/2025

  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.

  On 4-18-2025,****** $348 in store return with receipts was denied because ****** was using The Retail Equation to secretive and inaccurately tracking on returns, customer's driver's license, names, addresses, telephone, credit cards without consumer's consent which violates consumer's privacy and resulting in a consumer risk score in banning all stores returns in one year. The Retail Equation needs to erase my tracking profile because it was obtained without permission.

  Business Response

  Date: 04/22/2025

  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: 04/22/2025

  I will file a lawsuit with The California Consumer Privacy Act within 30 days from 4/21/2025. The CCPA is enforced by the California Attorney General, and penalties for violations include fines and civil penalties against The Retail Equation. 
  
  
  

  Business Response

  Date: 04/29/2025

  Dear consumer,
  

  
  
  
  After thorough review of your RAR, Kohls has found that return 6279658-970-KHL 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

  Date:04/18/2025

  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.

  We only got half our order from ********** and decided to return the items they did deliver and just get a refund instead of dealing with the mess of trying to get the rest of our order. They then said we were denied by the *** when we literally hardly return anything! We even talked to a worker at ********** and he agreed he hardly sees any returns. We legit spends THOUSANDS there and only recently returned some floor tile that we over ordered for our bathroom remodel. Now we absolutely want nothing to do with ********** and want a full refund for our patio furniture (we only got half of it anyways!)

  Business Response

  Date: 04/22/2025

  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
   

• Initial Complaint

  Date:04/15/2025

  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 received defective merchandise and was given information to set up a return with ************* for April 18 pickup. Since that date is approaching, I reached out to ************* to see when they will be picking up. I was told the pickup was cancelled and to contact ********** to reschedule a pickup. ********** then told me my pickup was cancelled due to not being able to return the item anymore, and referred me to The Retail Equation's website, providing me with an ID number. I am not a frequent shopper at ********** and returned 2 other things in total with a receipt, and upon trying to return a damaged item costing over $600, I am put on a blacklist and denied a return?!

  Business Response

  Date: 04/17/2025

  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:04/04/2025

  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.

  I have emailed and called "The Retail Equation" company and demanded them to permanently expunge/delete my RAR record and destroy all my personal information they hold on me as I have never consented to this or provided them permission to store, track, or collect my personal information on behalf of retailers. I don't appreciate being profiled or treated like a criminal and blacklisted and it is shameful and embarrassing when a denial occurs due to retails policies which violate consumers rights to a refund or store credit. It is wrong to profile or flag consumers since the purchase did occur. I don't know how a lawyer has not initiated a class action lawsuit against this company. Once placed on this *** reports the company never removes a consumer or deletes the file! If the store has an issue with the return it should be treated at the store level or they should contact me to know what is going on. I contacted both Lululemon and HomeDepot and they said they don't have the ability to delete the file and the Retail Equation has to deleted, but when you call them they are in ***** or elsewhere and there is no one you can talk to to address this issue, they refer you back to the store. I buy a lot from ********* and *********. I feel discriminated and like I said demand they delete my data from their company profiles. I don't do business with them nor have given consent in any way. Their only response is Please provide us your transaction ID number. They claim they don't have a corporate number and no one who can delete or address my concerns.

  Business Response

  Date: 04/07/2025

   

  Dear consumer,

   

  Thank you for contacting The Retail Equation. To best assist you, we kindly ask that you provide your Transaction ID number. This number is typically 9 to 11 digits long and ends in 3 letters. You can find it on the receipt from your warned or declined return. Once we receive and verify this information, we will send you a free copy of your Retail Activity Report (RAR). On page 1 of the **** youll find detailed instructions on how to dispute any errors in your report.
  
  

  Regards,

  The Retail Equation

• Initial Complaint

  Date:04/02/2025

  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.

  I was charged and refused refunds by TRE on 3 ************* orders that were either damaged or missing, details below. I reached out to TRE and HomeDepot countlessly for almost 3 weeks and nothing was resolved. ********* blamed TRE blocked them from refunding me, while TRE blamed they can't refund. $1,048.79. Transaction ID: ***************** DREAMLINEMirage-X 56 in. to 60 in. W x 72 in. H Frameless Sliding Shower Door in Brushed Nickel with Clear Glass HomeDepot Order #CN11651629. This arrived on Mon 3/31/2025, the truck driver said the door was broken & shattered in the box so he did not offload the package to us, it was returned back to the warehouse. $1,027.39. Transaction ID: ***************** DREAMLINEMirage-X 56 in. to 60 in. W x 72 in. H Frameless Sliding Shower Door in Brushed Nickel with Clear Glass HomeDepot Order, RECEIPT #H0647-329434. This arrived on Mon 3/24/2025, the box was opened, torn, damaged. I declined delivery and requested the truck driver to take it back. I got a call from ************ (still have the voicemail) on the same day, Mon 3/25/25 at 10:05AM PST to confirm that I wanted to cancel the order and she confirmed the package is being shipped back to the sender/ warehouse.$233. Transaction ID: ***************** Woodbridge 1-piece 1.0/1.6 GPF toilet HomeDepot Order #WM98291686 I ordered 2 toilets in this order, only 1 was dropped off. I requested ********* and TRE to provide pictures as proof of ************ never got one(s). This was not delivered!

  Business Response

  Date: 04/03/2025

  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: 04/03/2025

  The business, TRE, did not resolve my disputes, it only said my disputes are "under review". I would like to keep this complaint open till the dispute is resolved. Furthermore, the products were not delivered to me, not in my possession, they are at TRE or HomeDepot warehouse(s), so why is my $2K+ being held? 

• Initial Complaint

  Date:02/28/2025

  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.

  Marshalls warned me about potential refund denials when I got broken things in the mail despite adhering to their return policy. Their policy specifies that damaged merchandise with legitimate invoices should not negatively affect the client. ****************** store and online customer service also assured me that such returns would impact my status when having a valid receipt. However, the notice indicates that the Retail Equation, a third-party service for monitoring returns, misclassifies my transactions. I have not recently returned anything without a receipt. I don't know why I was highlighted. 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. If recorded returns for faulty products continue to result in warnings, the system looks broken and incompatible with *********' stated policy. This lack of transparency impairs my ability to purchase comfortably and feels unfair because the grounds for giving warnings are unclear. Despite Marshalls' confirmation that my returns should not be counted against me, I received a warning, raising concerns about the fairness of the process. I am making an official complaint with the Better Business Bureau (BBB) to address these anomalies and Marshalls' and Retail Equation's lack of responsibility. Consumers deserve a fair and transparent return procedure that does not penalize them for following business regulations.

  Business Response

  Date: 03/05/2025

   

   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 two weeks.
  
  Regards,
  The Retail Equation

• Initial Complaint

  Date:02/14/2025

  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.

  Placed a order at ********** for some jackets in the value of 390.05$. The item was delayed and delayed by ontrack delivery (who i filed another complaint about). Then the delivery details showed delivered (while they were not) and 2 hours after it said delivered, it showed delayed again and not delivered. So now ********** system flags the order as delivered but the ontrack shows as delayed. Contacted **********, they wanted to refund me the money, but were blocked by this company from issuing me a refund. Whole lot of haggling requesting reports to get a refund for a order that was never deliever.

  Business Response

  Date: 02/18/2025

  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:02/13/2025

  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 made a purchase at the local ********* with cash for two items. I went to return both the items which I was within the store's return policy and again I had the receipt and I paid cash for the items. I was then told by the workers they never seen this before and denial slip popped up from the retail equation stating that I was being denied for the following through with my return because this company is collected data against me without my knowledge. Or am am I okay. I have not returned anything outside of any normal activity. I have not paid for anything other than cash. I live across the street from the ********* and I work on old folks home and often have to return things for them. I was an absolutely embarrassed and I want this company to take my information out of their databases. It's been used against me in a way that I had no knowledge of or warning from. They won't help me so that I can return the last two items I want to return and never use ********* again. I'm going to file a complaint against ********* as well. So I want the refund of the $45 from this company or I want to be able to return my items

  Business Response

  Date: 02/18/2025

  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 two weeks.
  
  Regards,
  The Retail Equation
  
  

  Customer Answer

  Date: 02/23/2025

  I pOs cash for the items. They can see on camera they were not stolen. They need to change thier policy if they don't want to except refunds returns if a coupon used. Or they need to give it back. Or simply not take coupons.  As a consumer tat paid cash. I have the right to return a unneeded or unwanted item. Especially if within the return policy. I don't deserve to be treated like a criminal I did nothing wrong.  I will never shop at wallgreens again.  

  Business Response

  Date: 02/24/2025

  
  
  Dear Consumer, 
  
  
  
  After thorough review of your RAR,Walgreens has allowed you to return your item. Please visit the store to process it. However please be aware that the system may deny you in the future if you make additional returns to receive the cash value of coupons.
  
  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 
  ************