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:10/10/2022

  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 live in a building with many elderly people and help them out by going to the store for them. On occasion a wrong item is purchased and has to be returned. On this occasion I needed to return an item at *** drug store and a third party company (The Retail Equation (TRE) ) decided to decline my return due to previous shopping activity. Upon calling TRE, I was treated ok but when I asked to speak to a supervisor I was told there was no one other than the person I was talking to to speak with. Not only is this bad busniess practice they are withholding money from a senior citizen whose only income is Social Security and penalizing me for helping out others. They also told me I was banned from returning any items for 180 days which will exceed the stores alloted time to return the item. I do not feel that a third party company has the right to intefere with my personal shopping habits and should not be allowed to do so to anyone. I would like to be removed from the return denial list so I may continue to be of assistance to my neighbors, because if I am on the list I will not be able to go to *** for them due to not being able to return any item they choose by mistake. Thank You

  Business Response

  Date: 11/23/2022

  Dear Consumer, 
  
  The Retail Equation, Inc. (“TRE”) is a service provider to retailers and assists them in reviewing their own data to detect and prevent fraudulent consumer return transactions or transactions that violate the retailer’s return policies.  TRE may make a recommendation to the retailer to accept or deny a return based on the consumer’s return history with that retailer; however, the ultimate decision to accept or deny a return sits with the retailer.  Further, all data provided to TRE from the retailer is owned by that retailer.  As such, the retailer has exclusive authority to determine whether to delete or modify a consumer’s data upon request.  
  
  After thorough review of your Retail Activity Report (RAR), *** Pharmacy has found that return **************** 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 100 words in length to explain items in 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. 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: 11/23/2022

  You
  really make me not want to shop at the stores that you are affiliated with. I
  have read various reviews about your organization and have compiled quite a
  list of complaints from consumers you have banned from returning items. This
  includes the retail establishments that you represent. The power of social
  media has yet to be seen. Happy Thanksgiving 
  

• Initial Complaint

  Date:10/09/2022

  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 purchased tile from Floor and Decor in January. I kept the receipts and never used the tile. It is important to note that Floor and Decor has not discontinued the tile. They still stock it and sell it. I have been to two Floor and Decor locations to return the tile. In both instances the managers said that the tile is still for sale and should be returnable. I was directed to *** twice- even with my receipts in hand. I have called the *** number twice. The first time the person that barely spoke English didn't enter the correct email address so I didn't receive anything from them. The second time they did but there is no clear way to dispute any of this. I have sent an email to both the "noreply" address and the "Info" address for ***. *** is a trap. It is an intentional trap where you can not speak with a manager or anyone that can help on the phone. The email address that they provide is a dead end. My receipts clearly say "Returns over 90 days from purchase or without an original sales receipt will be processed to merchandise credit." Merchandise credit or store credit is all I was trying to exchange this for. However, *** has created a roadblock to this by not responding to my email and making this seemingly impossible. Again, I have my receipts which have been scanned and emailed to ***. They were also presented to the cashier at Floor And Decor. I have already wasted two trips to two Floor and Decor locations just to be turned away. ***'s operation should be illegal.

  Business Response

  Date: 10/12/2022

  Dear *************************************************** (TRE) is a service provider to retailers and assists them in reviewing their own data to detect and prevent fraudulent consumer return transactions or transactions that violate the retailers return policies.  TRE may make a recommendation to the retailer to accept or deny a return based on the consumers return history with that retailer; however, the ultimate decision to accept or deny a return sits with the retailer.  Further, all data provided to TRE from the retailer is owned by that retailer.  As such, the retailer has exclusive authority to determine whether to delete or modify a consumers data upon request.  
  
  After thorough review of your Retail Activity Report (RAR), Floor and Dcor has found that return 9761995-360-FAD 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 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

• Initial Complaint

  Date:10/01/2022

  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 September 8, 2022 I purchased 6 pairs of shoes online at DSW (because the store didnt have it in stock). I ordered a 9T for my daughter. When they arrived it seemed the shoes were actually a little snug so I attempted to exchange the shoes on 10/1/2022 for a 10T but got a denial receipt from TRE with no explanation and of course it was a Saturday so their office was not open. The manager at DSW claimed they have no information and couldnt approve my return until I called the number. The shoes were all unworn, new in boxes and in original condition along with my original receipt and well within the 90 day return policy. I have a toddler and shoe sizes vary with every single brand! How can I be banded to make returns with all correct paperwork (receipts, original methods of payment and merchandise in new condition). I never know how an item will fit especially for a child and when the store does not have the item in stock I am forced to order online to see if I like it. I am now having to wait until Monday and be out $180 for making legitimate returns?? This is beyond ridiculous.

  Business Response

  Date: 10/19/2022

  Dear ********************************************** **** (TRE) is a service provider to retailers and assists them in reviewing their own data to detect and prevent fraudulent consumer return transactions or transactions that violate the retailers return policies.  TRE may make a recommendation to the retailer to accept or deny a return based on the consumers return history with that retailer; however, the ultimate decision to accept or deny a return sits with the retailer.  Further, all data provided to TRE from the retailer is owned by that retailer.  As such, the retailer has exclusive authority to determine whether to delete or modify a consumers data upon request. 
  
  After thorough review of your Retail Activity Report (RAR), Designer Brands **** confirmed that this consumer has already been refunded in full for the purchase. The first refund was for $19.42 on 9/20 and the second refund of $155.41 on 10/12. The original charge was for $174.83. The refund was posted to a **** account. No further accommodations will be provided.
  
  
  Regards,
  
  The Retail Equation
  Customer Service