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:06/02/2023

  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.

  On 5/22/23 I bought a rug at ************** Online for ****** but it was the wrong size. When I I called in to set up a return and ************** I was told my return was denied by TRE which is a third party scam service and the only way to help is to call them. So now ********** has my rug and my money. I called TRE and they were no help at all but sent me my RAR report and there were a total of 3 Returns on there dating from August of 2022! One of which wasnt even mine. We are doing work on our house and I have spent over 5K in the past 3 months at ********** and now I got flagged by TRE for returning a ****** purchase that was the wrong size. One of the returns on my profile wasnt even mine (is TRE assuming that since my ex wife and I have the same name and lived at the same address that we are the same person even though we dont use the same account???? - if so, this is an invasion of privacy!!!). I didnt recognize the return from last august (ALMOST A YEAR AGO!!!) either, (so I only recognized the denied return) but who can remember that far back. All in all, TRE is a huge scam and illegal and are of no help at all. BEcuase I know they use this service, I will no longer be shopping at ********** and will be spending my money at Lowes instead.

  Business Response

  Date: 06/07/2023

  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:06/02/2023

  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.

  On 5/22/23 I bought a rug at ************** Online for ****** but it was the wrong size. When I I called in to set up a return and ************** I was told my return was denied by TRE which is a third party scam service and the only way to help is to call them. So now ********** has my rug and my money. I called TRE and they were no help at all but sent me my RAR report and there were a total of 3 Returns on there dating from August of 2022! One of which wasnt even mine. We are doing work on our house and I have spent over 5K in the past 3 months at ********** and now I got flagged by TRE for returning a ****** purchase that was the wrong size. One of the returns on my profile wasnt even mine (is TRE assuming that since my ex wife and I have the same name and lived at the same address that we are the same person even though we dont use the same account???? - if so, this is an invasion of privacy!!!). I didnt recognize the return from last august (ALMOST A YEAR AGO!!!) either, (so I only recognized the denied return) but who can remember that far back. All in all, TRE is a huge scam and illegal and are of no help at all. BEcuase I know they use this service, I will no longer be shopping at ********** and will be spending my money at Lowes instead.

  Business Response

  Date: 06/07/2023

  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:05/24/2023

  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.

  My husband purchased tile for a home renovation project, which it turned out we didn't use. He lost his receipt, but it had been within 90 days of purchase so I tried to return it on the evening of May 23rd. The associate scanned all the items, asked for my ID and simply gave me the receipt that indicated the return was declined. I asked to speak to the manager to explain why my return was being declined. He told me that I "must have returned too many things" or that my "identity could have been stolen" and asked me to call 1 800 ********** and check my credit report for fraudulent activity. I have had my credit frozen for many months in order to avoid any fraudulent activity and rarely shop at THD myself. I called 1 800 **********, who referred me to TRE, and that agent told me that they "don't handle this type of denial". They told me to call THD again, who then told me that the original number I was given was incorrect. They gave me the correct number, which doesn't connect to a human at all. The recording referred me to the website, which did not give me any further information. The ************ number connects you to a human, who will insist that they don't service this type of transaction and that you go back to the store and talk to the store manager. They just give you the run around and insist they have no more information to give or another number to call. It seems like a great practice in theory to protect honest customers, but extremely unhelpful and frustrating to anyone who wants to know why their return is being declined or any type of resolution except to point fingers and make the consumer drive back and forth to the store manager, who claims they cannot handle the situation at the store level.

  Business Response

  Date: 05/25/2023

  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 for you.
  
  Regards,
  The Retail Equation
   
  
  

• Initial Complaint

  Date:05/16/2023

  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 Equation has purchase and return activity related to my former employers mixed into my personal file. This is a result of using the individual driver's license of the person appearing in their partner (client) stores as a primary lookup, regardless of the actual entities and accounts used in transactions. I used to be a manager for a non-profit institution and also volunteer for a charitable organization. As someone with financial authority, I was responsible for many of the returns for these institutions. The Retail Equation and their partners (clients) provide no method to process and separated track returns for multiple entities. These transactions are tied to the individual present at the moment, regardless of who or what entity originated the transaction. It is never clearly disclosed that The Retail Equation is building a file and maintaining ratings on each individual doing business with their partner (client) stores. These practices violate consumer privacy and disclosure practices. Aggregating transactions improperly, without disclosure, and without recourse is akin to identity theft. I request that all transactions (purchases and returns) made on behalf on any other organization or entity, for any purpose other than my personal use, be purged from all systems of The Retail Equation.

  Business Response

  Date: 05/23/2023

  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:05/11/2023

  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 never consented to having my personal information provided to this company. Their poor algorithm generated an inaccurate transaction history leading to my return request being denied by a retailer.

  Business Response

  Date: 05/15/2023

  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: 05/15/2023

  The response from The Retail Equation does nothing to address my complaint.

  Business Response

  Date: 05/16/2023

  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 for you.
  
  Regards,
  The Retail Equation
   

  Customer Answer

  Date: 05/22/2023

  My transaction ID is *****************.

  Business Response

  Date: 06/01/2023

  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:05/09/2023

  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 5/6/23 @ 2:30pm, I purchased 2 boxes of EmergenceC for $16.29 ea from Rite Aid. After purchasing the items, I realized there was added sugar in product and I no longer wanted the product. I went back to Rite Aid a few hours later on the same day to return the items. They refunded one item but they were unable to refund the other item. The sales clerk called a manager to the front who also tried to process the refund. They told me that they could not issue a refund and that I needed to call The Retail Equation to see why the refund is being denied. The Retail Equation told me that I "overused" my receipt. They said I was trying to return the item more than once. I told them that I bought 2 of the same item and I want to return 2 of the same item. They said that I will receive an activity report in 24 hours and that I could file a dispute. The activity report is attached and is useless. There is no information regarding filing a dispute. I called The Retail Equation again to see how I file a dispute and they said I need to write something up and mail it to the ** Box in CA and that it will take 3-4 weeks to resolve. This is way too much to do in order to receive a refund. I do not want the product.

  Business Response

  Date: 05/15/2023

  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:05/02/2023

  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.

  On March 1st,, I purchased a pair of sandals from DSW Shoe Store in Warrington, PA [owned by The Retail Equation, ******, **]. I got home and the shoes cut me so I tried to return on March 4th with my receipt [they were not worn] I was just returning them FOR SIZE ONLY. The woman said I could not return them even though at the time of purchase, I was not told they were not returnable. I have had foot surgery on both feet and have a disabled placard on my car, am being treated by a podiatrist. I want the $49.99 removed from my credit card and the sandals returned. I also did purchase another sandals at the same time in a bigger size. I am a senior living on Social Security and can't afford to be taken advantage of this way, being stuck with a pair of $49.99 sandals which I will never be able to use. I wrote several letters to The Retail Equation enclosing copies of all receipts, etc. without any response from them. I would appreciate your help in resolving this matter since I have been a good customer at DSW, buy many shoes over the course of a year. I offered to return the free gift, but they said "no". They didn't give me any reason for denying me the return of the money to me, Thank you very much.

  Business Response

  Date: 05/08/2023

  Dear Consumer,
  
  After thorough review of your RAR, *************** has found that return ***********-DBI was not in error. However, please head back to the store so they may process your return. 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 mail your consumer statement via the U.S. ************** to The Retail Equation using the information listed below:
  
              Address:          RAR (Return Activity Report)
  The Retail Equation
  P.O. Box 51373
  ******, ** 92619-1373
  
  
  
  
  Regards,
  The Retail Equation
  Customer Service
  ************
  

  Customer Answer

  Date: 05/09/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:05/02/2023

  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.

  A grill was order on my ********** account. I did not order it. When I saw the email, I logged into my account and canceled it. I received no reply or notification about the cancellation. The next day I received a shipped email and the following day it showed up at my home. I texted ********** and called twice. The first time I was transferred to the retail equation with knowledge or warning. I didnt have any information to give them, that they requested. After a considerable amount of time. I was told I have done A LOT of returns! I said what! I have returned some ***** batteries. I was simply trying to rectify the issue that was created. I have also contacted citi the credit card issuer of my ********** card that the charges went to. I have emailed ********** with a poor response to contact my credit card company. I am not disputing I have the item. It is heavy and large, likely the reason someone ordered it to my account to create havoc.

  Business Response

  Date: 05/08/2023

  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:04/26/2023

  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 filed a previous complaint because the Retail Equation denied a return to Gap. I questioned the report I subsequently got and today received an email stating I could make the return for a month. That is not the remedy I need. I want the Retail Equation to either explain in detail the items in the report (it showed no dates, no stores, no item #, just supposed return amounts that I do not believe I made. ) or I want them to clear my file of these returns they cannot substantiate. TRE Dispute *************-GAP

  Business Response

  Date: 05/05/2023

  Dear Consumer,

  
  After thorough review of your RAR, GAP Inc. has removed 85495136-493-GAP from your file.
  GAP Inc. has temporarily re-established your ability to conduct this return
  from 04/26/23-05/26/23. We ask that you please return to the store during this
  timeframe to process your return or exchange. 
  
  It is very
  important for Gap Inc. to ensure that our customers are satisfied with their
  merchandise. We understand that on occasion customers may not be able to
  locate/lookup a receipt or that items may be given to them without an original
  receipt or gift receipt. Because of that, Gap Inc. will make an exception and
  allow for the non-receipted items to be returned for a store credit. You are,
  of course, always welcome to make returns (within the brand’s return
  period/policy) with proof of purchase which would include an original receipt,
  online invoice, or card lookup of their original transaction. 
  
  
  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 mail your consumer
  statement via the U.S. Postal Service to The Retail Equation using the
  information listed below:  
  
  Address:          RAR (Return
  Activity Report) 
  The Retail
  Equation 
  P.O. Box
  51373 
  Irvine, CA
  92619-1373 
  
  
  
  
  Regards, 
  The Retail Equation 
  Customer
  Service 
  

  Customer Answer

  Date: 05/05/2023

  I do not accept this response as it doesn’t address the main issue of my complaint. The Retail Equation company provided me with a report of my alleged questionable prior returns. This report had no dates, no store names or numbers, no sku or descriptions of the items returned. Additionally, there were 10 items with only 3 price points: $10, $24.95, and $29.95. What are the chances that I returned without receipts 6 items at exactly $10? To be clear, I do not believe I returned any such items to Gap or their affiliated stores. And they have yet to prove to me that I did.If I am being treated as making fraudulent returns, I have a right to know when and what. The Retail Equation remedy is to allow the return. My niece made the return herself so that does nothing to right this wrong. I want proof of their allegations or I want them to prove to me that they have cleared me from their dubious system. Otherwise, they a building a record of me as a person who makes illegal returns- I am not. I am affronted, angry and embarrassed by their treatment. And I worry that other retailers who subscribe to their service will see me in that light. I do not want another repeat of that very unpleasant experience.

• Initial Complaint

  Date:04/21/2023

  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.

  Hello, I have been involved in false denials of a couple returns. I have returned 2 items in last 3 years in Victoria ****** due to a size difference(with receipt). And couple of defective items that did not work in wallgreens. I went to return bikini that was too large with receipt and tags yesterday after 40 days I purchased it, they scanned my drivers license and said - I am not allowed to ********************** anything because I am flagged by "the retail equation". I am a consumer spending over $30,000 on shopping a year, and being flagged over returning few items with receipt is abusive to me. I would like my name and license removed fromt this third party database that does not understand how shopping works. Thank you for your time and consideration. I have uploaded a report that my return for 19$ swim bikini got declined, the size did not fit - I had receipts, and I am a frequent shopper there. I would like my name to be removed immeditally, so I can continue putting moey in growing US econmomy ( outside Amazon). thank you. Is there a laywer I can talk to about suing "the retail equation" for discriminatory practices? I am seeking my name to be removed form their database. thank you