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Business Profile

Point of Sale Systems

The Retail Equation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Point of Sale Systems.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 244 total complaints in the last 3 years.
  • 52 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/29/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 ********** customer service told me that the *** system has rejected my return request and instructed me to contact ***. I obtained my report from the *** website, but the report indicates that I have had no transactions with ********** in the past 2 years, and there have been no refunds or returns. This is very peculiar, so why is the *** system rejecting my return? I believe this may be a way to save ********** on online return shipping costs.My claim number: 432434179-940-THD

    Business Response

    Date: 10/31/2023


     

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

    Regards,
    The Retail Equation

    Customer Answer

    Date: 10/31/2023

    ?????,???????,??????????????? TRE ?????????????,????????????????? *************************

    Business Response

    Date: 11/07/2023

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

    Regards,
    The Retail Equationere...

  • Initial Complaint

    Date:10/26/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 purchased some items from a cvs on October 25th, but ended up not needing them so I went to go return them, and my return was denied, even though I had the receipt, it was cash, and it was in the return time period. I was issued a deny slip from the retail equation denying my return, even though I had a receipt and it was before 60 days and cvs policy is returns accepted for 60 days with full refund upon receipt. Then the retail equation told me I couldnt return anything until 180 days, which is absurd, bc I only have 60 days to return the item at cvs and it will not be returned for cash after then. I did nothing wrong and shouldnt be denied a return. I bought the items and the cashier saw me walking in with the items so he knew I had bought them. I just want to be able to return the items and get my cash refund back

    Business Response

    Date: 10/26/2023

    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: 10/26/2023

    I purchased some items at cvs on October 25th, which I ended up not needing, and when I went to return them my return was denied, even though I have a receipt and the return is within the return time period. I paid cash and I have a receipt and I would like to get my money back. I already received my RAR report and it doesnt give me a link to where I can appeal this decision. 

    Business Response

    Date: 10/31/2023

     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: 11/09/2023

    I have already sent a letter out to the *** disputing the denial of my return. I sent out a letter a week ago and I have not heard back from them. I gave them my transaction ID and my name, phone number, and email and I have still not heard back from them. I need to know an answer about the dispute process.

  • Initial Complaint

    Date:10/26/2023

    Type:Product Issues
    Status:
    Unresolved
    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 10/23/23 I purchased 3 multi colored lights and when I received them I noticed they were incorrect, ********** sent me the wrong item. So I contacted HD to advise them of their mistake and to my surprise they said the return was denied. I repeated that I was not trying to return the item I merely needed an exchange for the correct lights which was HD shipping error yet they continued to say this return was denied by TRE and after contacting them were extremely rude and refused to assist, they advised they would send me my file to dispute which would take weeks to dispute. TRE is blocking homedepot from correcting their error and is holding my money hostage. I would understand if this was due to my mistake but ********** has failed and TRE is refusing to allow ********** to rectify the problem. Horrible company and grossly abusing of all customers. My total order amount was ******. I do not return items without receipts and if being a contractor bars you from making returns I will no longer do business with HD. TRE number 431905947-500-THD

    Business Response

    Date: 10/26/2023

    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: 10/26/2023

    It is unclear what the 30 days wait will entail and what the reason for the original denial is. I will reject any response until a satisfactory resolution is provided. TRE provided a generic response to my complaint thus BBB complain shall remain open until a decision is made.  

  • Initial Complaint

    Date:10/17/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased a car part from Advanced Auto Parts recently (10/2023) and needed to return it next day in the same *** store (wrong size). Return was denied citing TRE/RAR reason (#*********-130-***). When I reviewed my TRE/RAR report, I noticed it listed many *** returns that I made under *** loaner program. Under the *** loaner program, one can buy an expensive toolset, use it for car repair and return it within 45 days for full refund. Very useful for DYI-ers. I have used many *** loaner tools recently. I have contacted TRE customer service. Very poor experience, rude, interrupted me all the time and did not listen to what I have to say. APP **************** told be only TRE/RAR can remove the flag. My feeling is that the whole TRE/RAR report is incorrect as they include loaner tool returns.

  • Initial Complaint

    Date:10/14/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 8/3 i tried to do a return, the associate entered the return reason wrong and kept entering different reasons after. This caused numerous errors in my file thats is causing issues for me. They also ignored this email i sent I am writing to request that you delete all my personal data from all of your paper and/or computer records pursuant to Section ******** of the California Consumer Privacy Act (CCPA).To the extent that you rely on consent to process my personal data, I withdraw that consent. To the extent that you rely on your 'legitimate interest' to process my personal data, I object to the processing as there are no overriding legitimate grounds.If you are selling my personal data to third parties, please consider this email as my direction to you not to sell my personal data to third parties.If you are using my data to in any way perform machine learning tasks, my consent to use my data for that purpose is specifically revoked.Please dont ask me to perform a self-service process such as locating my information on your website, filling out a form, or providing a mobile advertising ID. These requests place an undue burden on my side.Please use the following information to identify me in your records:Name ********************************* Email address: *******************

    Business Response

    Date: 10/17/2023

     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:10/10/2023

    Type:Product Issues
    Status:
    Answered
    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 did a return with receipt at ********* and it declined my return. Who in the h*** ask a person for ID with a receipt. This is the dumbest company EVER..

    Business Response

    Date: 10/11/2023

    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:10/09/2023

    Type:Product Issues
    Status:
    Answered
    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 return a few items to THD without a receipt. However, they were still in orginial packaging and one of them even had the shipping tag from where they received the order. However, to my surprise, my return was denied. I wasn't given any reason or anything. I was told to just reach out to the retail equation. Upon further investigation, I have only had 1 return there and the employee told me, "It's easier to return without a receipt", so they processed the return that way. In addition, my only return was over 1 year ago in May. Yet, since then, I have spent thousands of dollars at THD without any type of return. However, that apparently 'flagged' me in the system. As a handyman, I buy things and then have to return them. This is a complete joke that due to an employee ignoring a receipt previously, that this current return was denied. I wasn't even wanting cash or a money refund, I was simply looking for store credit. It was completely embarrassing to be denied in front of others.

    Business Response

    Date: 10/11/2023

     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

  • Initial Complaint

    Date:10/05/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My home was flooded so we bought alot of different products to repair our home, and we paid cash. Because the receipts were lost and we returned a bunch of closet maid items with no receipt or problems the next time I went to return $88 of plumbing supplies they denied me--so what now? Then I bought batteries- I thought that I was getting size C but mistakingly got size D --I went directly to customer service with my receipt and was still denied a return 2 minutes after I purchased with a receipt. I can't wait for AI to cause them all to lose their jobs.

    Business Response

    Date: 10/13/2023

    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. 

    Regards,
    The Retail Equation
     

  • Initial Complaint

    Date:09/29/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    To whom it may concern, I purchased a Kohler Shower Pan from ********** on 8/23/23 (412946754-460-THD). Upon trying to return the item to the merchant, I was informed that their Fraud Prevention Provider, The Retail Equation, rejected my ability to return the item and they had no control over it. I proceeded to contact the Retail Equation and they in turn provided me with a list of transactions for which their system determined my return would be rejected. This transaction listed lists three previous returns and the fourth return attempt was for this item purchased from ********** on 8/23/23. I don't see how three prior returns, to a retailer of home goods and repair, deems a fourth to be fraudulent and reject it. I am renovating my house and have purchased many items from ********** and have to return some because it either doesn't work or fit. I have been a longtime customer of ********** and NEVER had this issue previously. Consumers of this merchant must rely on reliable returns because of the nature of the business. The Retail Equation said I could write a letter to dispute the rejection which I have but have yet to hear back from this company. I have 90 days from purchase to return this item so the clock is ticking. I don't understand how three returns could make this a legitimate case for them to reject another return. I have a receipt and a legitimate reason for the return which is the drain is in the wrong location and will not fit in the area it is being installed properly. It seems like either this companies software algorithm is faulty or they are committing the fraud on me, the consumer.

    Business Response

    Date: 10/02/2023

    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

  • Initial Complaint

    Date:09/28/2023

    Type:Product Issues
    Status:
    Answered
    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.
    TRE Reference # *********** TJX I returned an item to TJ *** on September 27, 2023 without a receipt, and was issued a Return w/o receipt Warning. Appalled, I requested my Retail Activity Report from TRE, and as I suspected, that was the ONLY return listed. This is a ridiculous and demeaning practice by TRE and retailers who employ them.

    Business Response

    Date: 10/06/2023

    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

The Retail Equation is NOT a BBB Accredited Business.

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