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:12/26/2023

  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 December 6th, I purchased wall some tile from **********.com order number CM54428402. My contractor picked up the package from the store, opened the boxes of tiles and 8 of the 10 boxes contained broken tiles. I called HomeDepot to start a return and to have the tile picked up at my residence, my request was denied and I was informed to call The Retail Equation. I called ************** gave them the transaction ID #*****************, and requested the retail activity report. On December 26th I received various emails stating The Retail Equation resolved this as Closed. I called the number I initially called for clarification of this message, the representative said that it would take 30 days to get a response, I told him I received several emails with a response stating The Retail Equation resolved this as Closed. He basically said thats impossible because it takes 30 days. I dont appreciate being called a liar and having my information shared with this 3rd party company that I did not authorize to have my information. Furthermore, ********** does not have information regarding returns being shared with this company. I want all my information removed from this company system I should not be having such a problem because I received damaged merchandise.

  Business Response

  Date: 12/27/2023

  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: 12/27/2023

  This response is unexceptable, I spoke with ******** from ********** executive escalation department and this company tells many lies.  She didnt understand why someone told me they are waiting for a response from the store.  She also informed me they hired this company and all is in their hands.  

  Business Response

  Date: 01/18/2024

  Thank you for submitting your inquiry to The Retail Equation. Your inquiry will be forwarded to the retailer for review. You will receive a response within 30 days.
  
  Regards,
  
  The Retail Equation

• Initial Complaint

  Date:12/15/2023

  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 store ********** decline my returned items which were beyond there policy for return ($******) but I was also denied a store credit. I purchase these items and became ill and was not able to start this project in a timely matter.. At this point I cant afford to waste ****** on parts that I cant not use. The part a complete sealed and have not been open. I just want a store credit that will allow me to start another project. To deny this is unfair and abusive. Transaction # *********-363-thd

  Business Response

  Date: 12/20/2023

  The Retail Equation resolved this as Closed.

• Initial Complaint

  Date:12/04/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 business has me flagged. I purchase online all the time and return if I need to, but I have my proof of purchases receipts. I should not be on this system it definitely violates my rights and I want all my information removed and deleted from their system, my name address and phone number.

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 or about 3-10-23 I went to a ********* store to return 2 items and provided my purchase receipt. The cashier nonetheless requested my identification and processed the refund as though I had no identification. The refund was denied and I was referred to the retail equation.I soon after obtained the *** report which I found to be 99% inaccurate. I contacted *** and they blamed ********* for any issues. see attached.I then contacted ********* corporate for the first time on 3-16-23. I was contacted by ******************* who agreed to review the matter and provide a resolution. ***** is no longer responding to my email and has not provided ANY resolution. I want TRE to clear the entire record that they have on me including but not limited to any returns whether made by me or not, copies of my identifications, all information about my name address or identification information. I also want compensation for the time it has taken me to dispute this issue as well as the anxiety that they have caused me. Furthermore, I want TRE to cease its practices of tracking consumers and refusing to correct errors.

• Initial Complaint

  Date:11/24/2023

  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 ordered 3 window AC/Heat units from *********** I received an email telling me they were delivered. I looked all around my house and they weren't here. I called ********** online and told them they weren't delivered to my house. The lady told me the address they were delivered to and it was 171 instead of ****. She told me she couldn't do anything about it because that's the address I put on the order. There was no such address on my street. She said all I could do was call Citibank and file a dispute. I did and they told me no worries I wouldn't have to pay for something I didn't receive. When I hung up the phone with them a lady called me and told me 3 air conditioners were sitting on the carport at a house her parents used to live in. She said her parents were deceased and they were just checking on the house because nobody lives there. I got a friend to come with me and we picked up the units and put the in my SUV. We are two women and they were very heavy. I came home called Citibank and told them cancel the dispute I had found the air conditioners. I called ********** and told them I didn't want them anymore. They told me someone would call me and set up a time to pick them up. A week passed and no one called. I called ********** back and now they're telling me I can't return them I need to call Retail Equations. They're telling me I can't return them.ni can't afford to pay for something I'm not going to use and they have never been opened. This is HORRIBLE service from *********** I want a refund and I would advise everyone not to shop there.

  Business Response

  Date: 11/27/2023

  Dear Consumer,
  
  Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between **** numbers and ending in 3 letters. You will find this on your warned or declined receipt. Once we confirm this information we can send you a free copy of your Return Activity Report. On the **** you will find on page 1, there will be a dispute process described on how to dispute any errors in your report.
  
  Regards,
  The Retail Equation
   

• Initial Complaint

  Date:11/21/2023

  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.

  CVS rejected my return due to The Retail Equation's involvement. I acquired a RAR from them, but it only showed three valid returns with receipts. All my CVS returns were meticulously documented, and the items were unopened and in pristine, resalable condition. That being said, previously, CVS mishandled a return of mine; I possess the original receipt email from a CVS kiosk, lacking a barcode. The store associate struggled to locate the purchase and had to resort to scanning my ID to ************************* the return. Despite multiple calls to CVS regarding this issue, it seems this may have affected my RAR. However, this error is not mine to bearI still have the original receipt email because CVS failed to email the barcode, making it impossible to locate my purchase.Upon disputing this with CVS, they claimed my return (103716183-613-CVS) wasn't in error, but I never asserted it was. I emphasized that all my returns were legitimate, accompanied by original receipts. I only return items that are now on sale but were originally purchased at full price. Therefore, my return should be accepted by CVS!Furthermore, I should have been forewarned about CVS's refusal of my return before making the purchase. Had I known, I wouldn't have continued shopping there. Now, I'm left holding onto unwanted merchandise without the ability to return it. This situation is unacceptable.Additionally, I did not consent to sharing my information with this company TRE. I request that you promptly delete all my data from your records.

  Business Response

  Date: 11/27/2023

  
  Dear Consumer,
  
  After thorough review of your RAR, CVS found that return 103716183-613-CVS 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
  ************
  

  Customer Answer

  Date: 11/27/2023

  They sent the same response and didn't do anything.

• Initial Complaint

  Date:11/19/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 provides a much-needed service. However, the call center they have chosen to outsource their support to was a poor choice. The representatives who answer the phone are extremely rude and are quick to tell you that they know they have you over a barrel. If you have been mistakenly flagged as a high risk returner (for example, I bought a few Christmas items and just returned them to TJ Maxx. I lost the receipt. It's my only non-receupt return in YEARS and one of only 3 or 4 in my whole life there), yet somehow I was flagged and warned against future returns. In-store they give you a number to call. That goes to The Retail Equation. Their call center employee was unhelpful, rude, interrupted me several times, laughed at me, and eventually hung up on me mid-sentence. When I pointed out I was going to pass the complaint on to TJ Maxx corporate, so they could evaluate their relationship with TRE, he laughed and told me "good luck with that. They don't care." Because they're third party if a third party, there's no accountability, yet big retailers rely on them to prevent fraudulent returns. Unfortunately that catches innocent legitimate customers in the net sometimes, and they just don't care about the collateral damage.

  Business Response

  Date: 11/27/2023

  Dear Consumer,
  
  Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between **** numbers and ending in 3 letters. You will find this on your warned or declined receipt. Once we confirm this information we can send you a free copy of your Return Activity Report. On the **** you will find on page 1, there will be a dispute process described on how to dispute any errors in your report.
  
  Regards,
  The Retail Equation
   

  Customer Answer

  Date: 11/27/2023

  I will find the reference number and send it shortly, it is at home. With that said, I have already obtained this report through your website and am aware of its contents.

  The entirety of the report consists of the 3 items I returned, together on the same day, one time. There are no other returns on my history.

  1) it's disgusting that you guys decide that someone can no longer return items to a store because of a single transaction (note, all items were sealed in original packaging with barcodes still attached).

  2) after making the return I found the receipt, but the retailer is at TREs mercy for this with no ability to override.

  3) aside from my actual case, the equally problematic issue here is thr company you outsource your phones to. Thr customer service rep was rude, laughed at me on the phone, refused to get a supervisor, and hung up on me. This is not addressed anywhere in your response.

  4) i have already been in contact with TJ *************** and related a detailed account of my interaction and they are equally unhappy about how your team is treating their customers.

• Initial Complaint

  Date:11/15/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 called ******** Store #**** and spoke with one of the managers. I explained that I had some returns that I planned on returning in store as soon I got back from vacation. Sadly, I tested positive for Covid and shortly thereafter, my husband did. After we were both done isolating and were healthy, I realized the returns that were now just outside the return window of 30 days. The manager agreed to allow this return but that it would be a merchandise certificate/gift card. ***** I went to Alderwood ******** to do my returns. I asked if the manager was working but was told she was not. I explained the entire situation and what she had told me. After doing all the returns, and then entering my ID, I was told that they couldnt accept my return. I was absolutely mortified.They provided me with a phone number to "The Retail Equation" to call to find out why my refund was denied. I called the number right then and there and of course the company was closed. So, I was standing there like a criminal, as though I was committing a fraud.Later that day, I requested the copy of the report.10.30 I was provided the "report", which provided no reason for the denial. On ***** I called the Retail Equation and asked why my refund was denied. ****** merely regurgitated what the report said, which again was nothing. He stated "it could be because it was outside the return policy date, "it could be because of the total amount of items but could not tell me why MY return was denied. I asked to speak to a supervisor, and he said none were available. ****** said a supervisor will call me back in the next ***** hours. ***** I saw that I had received a call from **** at The Retail Equation and she left a voice mail. I called her back an hour later but got a generic voice mail. I left a detailed voice mail including my reference number and asked for a call back from a supervisor. As of ***** no one called me back from The Retail Equation. This is ridiculous.

  Business Response

  Date: 11/16/2023

  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: 11/16/2023

  I do not know what they are talking about as a supervisor has never contacted me about the issue.  I don't believe they have "just now" decided to investigate my issue.  

  Business Response

  Date: 11/27/2023

  Thank you for contacting The Retail Equation.  Please call us at ************** to obtain further information.
  
  Regards,
  The Retail Equation
  
  

  Customer Answer

  Date: 11/28/2023

  I have already called the number several times.  I have also left voice mails to have a supervisor contact me and they have not.  This is ridiculous.  

• Initial Complaint

  Date:11/11/2023

  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 ordered a bar cart on 10/30/23 online from ********** totaling $226.01. The expected delivery date by ***** was 11/6/23. The bar cart never arrived. When I called ********** for an update, I was informed only a label was generated but the item never shipped. I was offered a refund for never receiving the item but when the customer service representative tried to issue it, she said it was denied and that Id need to contact The Retail Equation (TRE). When I contacted TRE the customer service representative ****** informed me that I would have to provide proof for the dispute and that the case would be reviewed in 30 days to determine if I would receive my money back. I want my $226.01 refunded immediately. I am arbitrarily being denied my money after never receiving the bar cart I ordered which both ********** and TRE could independently verify via the ***** tracking. A customer should not have to jump through hoops speaking to ********** managers and TRE, along with providing proof that is accessible to **********, to receive their money back when a vendor fails to provide a product.

  Business Response

  Date: 11/14/2023

  Dear Consumer,
  
  Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between **** 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.
  
  Regards,
  The Retail Equation

• Initial Complaint

  Date:11/10/2023

  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.

  I want my file deleted at The Retail Equation. I cannot find a way to delete my data on their Website and I'm concerned that they have my data without my permission. I did not give permission for them to use and share my data.

  Business Response

  Date: 11/14/2023

  Dear Consumer,
  
  Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between **** numbers and ending in 3 letters. You will find this on your warned or declined receipt. Once we confirm this information we can send you a free copy of your Return Activity Report. On the **** you will find on page 1, there will be a dispute process described on how to dispute any errors in your report.
  
  Regards,
  The Retail Equation