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:02/04/2023

  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.

  On November 2nd 2022 I purchased items for my mother and my daughters for Christmas unfortunately some of the items did not fit and needed to be returned.. I returned my daughter's items before she left for college in a timely fashion. Unfortunately my mother just gave me her items from ********** secret that did not fit . So now on February the 4th I bring these items in to return with a receipt So now on February the 4th I bring these items in to return with a receipt But I come to find out that I am denied the transaction. I ask the clerk if it was because of the date of the purchase which I could totally understand and I was willing and requested that they just give me a store credit. She called the manager and asked her what was going on and why this would be declined. At this time the line started getting pretty long and the manager just pretty much dismissed me and told me to call the number and they would explain . But before I left I felt like I needed an explanation at least since a A store credit would not be any issue since that would require me to buy another item which I would be totally understanding about and felt that would be very fair. Once again the manager advictoria's secret told me to basically hit the road call the number and wash her hands of me. So I read the decline and it says it's from TRE Which I had never heard of but was very curious and I pulled up the website and read about it and basically it says that I have been identified As somebody that is abusive or making fraudulent purchases which could not be any further from the truth. I buy several items from ********'s secret cash and credit card throughout the year but mainly at the holidays as gifts for my mom and my sister and my girls. Unfortunately if an item doesn't work out whether it's for quality or size or they just don't like the item I think it's only fair that we can return the item in a timely fashion with a receipt or without a receipt but accept a store credit. In this case there was no denial I had a clear purchase that had a receipt but maybe not in a timely manner so once again there should be no reason To leave the store without a store credit at the very least! I am feeling like ********'s secret just stole from me. I would like a refund or I will be happy to take a store credit but will probably never ever shop at this store again.

• Initial Complaint

  Date:02/04/2023

  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.

  Transaction ID: ***************** I made purchase at dicks sporting goods on 01/30/23. It was exchange with 7 returns and 12 purchase. It was for my family because they are visiting US for my birthday party. I had no idea what size they are wearing. So, I bought M to 2XL. After I paid for my clothes, one of the staff handed me a slip that said return warning. It said I will not be able to return since now. They took whatever size they wanted. So, I tried to make return for rest of them. Return has been declined. I always have receipts on me. I dont know why Im banned from returning even though I have my receipt on me. Dicks sporting good said I need to talk to retail equation, and they said need to wait 180days. I have made return before, but it was just for changing payment method from my debit card to credit card. So, I really didnt make returns.

  Business Response

  Date: 02/13/2023

  Dear Consumer,

  After thorough review of your RAR, Dicks Sporting Goods has found that return 129331641-503-DKS was not in error. You may attempt to make a return after the 180-day blackout period is over. 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 **** ************** to The Retail Equation using the information listed below:
  
              Address:          RAR (Return Activity Report)
  The Retail Equation
  P.O. ************************************************************************************************************ Service
  ************

• Initial Complaint

  Date:02/01/2023

  Type:Service or Repair 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 01/09/23 I was denied a return at *********** The return was for products purchased in the previous 30 days from the same store. The items were unopened and were not high theft items. The items were purchased with a ********** digital gift card that I got by redeeming CC points. I didnt have the receipt and was told by the cashier they couldnt look it up for me. I was given a denial receipt saying I was not allowed to do the return. According to the information I received, I supposedly was given a warning last July when I made a similar return. I was never given any advanced warning of this policy change or being on notice that I could be denied. (I am a retail General Manager with another company. I wouldve noticed had I been given any warning.) I have requested a call back from *** leadership to discuss the incomplete information they are using to determine my status. I have spent 10s of thousands of dollars with HD over the past few years. No one has returned my multiple calls and requests for a call back. They dont even have a specific phone number for ********** customers. I have to call their generic line that doesnt deal with ********** customers to even get ahold of anyone.I have a right to discuss my concerns about the accuracy of information the *** has. Simply blaming ********** does not excuse them from their responsibility to me as someone negatively impacted by their practices.

• Initial Complaint

  Date:01/31/2023

  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 made a purchase on dicks sporting goods on 01/30/23 for my family because they are visiting US for my birthday party. I had no idea what size they are wearing. So, I bought M to 2XL. After I paid for my clothes, one of the staff handed me a slip that said return warning. It said I will not be able to return since now. They took whatever size they wanted. So, I tried to make return for rest of them. Return has been declined. I always have receipts on me. I dont know why Im banned from returning even though I have my receipt on me. Dicks sporting good said I need to talk to retail equation, and they said need to wait 180days.

  Business Response

  Date: 02/13/2023

  Dear Consumer,

   After thorough review of your RAR, Dicks Sporting Goods has found that return 129331641-503-DKS was not in error. You may attempt to make a return after the 180-day blackout period is over. 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 **** ************** to The Retail Equation using the information listed below:
  
              Address:          RAR (Return Activity Report)
  The Retail Equation
  P.O. ************************************************************************************************************ Service
  ************

• Initial Complaint

  Date:01/31/2023

  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 made purchase at dicks sporting goods on 01/30/23. It was exchange with 7 returns and 12 purchase. It was for my family. I had no idea what size they wearing. So, I purchased M to 2XL. After exchange transaction. I received a slip said return warned. It said I will not be able to make return. I always have my receipt on me. I dont understand why Im banned.

  Business Response

  Date: 02/13/2023

  Dear Consumer,
  After thorough review of your RAR, Dicks Sporting Goods has found that return 129331641-503-DKS was not in error. You may attempt to make a return after the 180-day blackout period is over. 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 **** ************** to The Retail Equation using the information listed below:
  
              Address:          RAR (Return Activity Report)
  The Retail Equation
  P.O. ************************************************************************************************************ Service
  ************

• Initial Complaint

  Date:01/25/2023

  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.

  Hi, I was given 2 winter jackets from *************** as a Christmas present. It was given to our family from an anonymous donor and we never got a gift receipt. The 2 items were extremely large so I tried to exchange for smaller sizes. The cashier proceeded to do the transaction but then it said declined.I then called the Retail Report place and I received my report which I found to have errors. The transaction Id is ********************* assist me in this matter because my daughters need these jackets for this winter.Thank you *************************

  Business Response

  Date: 01/27/2023

  Dear Consumer,

  After thorough review of your RAR, GAP **** has removed return transaction/s 82548414-043-GAP from your file. GAP ****has temporarily re-established your ability to conduct this return from 01/27/23-02/27/23.We ask that you please return to the store during this timeframe to process your return or exchange. 
  
  It is very important for Gap **** 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 **** 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 brands 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 **** ************** to The Retail Equation using the information listed below:  
  
  Address:          RAR (Return Activity Report) 
  The Retail Equation 
  P.O. ************************************************************************************************************************************ Service 

  Customer Answer

  Date: 02/03/2023

  
  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:01/22/2023

  Type:Sales and Advertising 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.

  Date: 11/13/22 Amount: ****** Transaction ID ***********-DBI Dispute return DSW Bought shoes online and exchange them for another pair as a gift. The gift didnt work out so I decided to return. When I went to return it was refused. DSW then advised to call the number on receipt so I did. They said I had to wait 60 days to return and then said 90 days. Then The Retail Equation sends me a record of purchases Ive done in my past. I had no idea that DSW had such a policy. The only policy I was told by retailers was they have a 90 day refund policy w receipts and store credit without receipt. All of a sudden I get surprised with such a policy. The retailer should mention this at the time when they see we are making too many returns. I had no idea there was a limit on Returns. And for retailers to keep records of a customer shopping habits is, I believe an invasion of privacy! Would I have known this, I would have not continued to shop at DSW. I always have my receipt and return with in the return policy. And the warning is on the receipt. No one reads the receipt if the retailer says what the return policy is. I always thought it was 90 days w receipts, no problems. Like I mentioned, the store should tell the customer about the refusal of ***********************, not all of a sudden get shocked. Therefore, I would like a refund and in the future I will ask retailers if they have The Retail Equation and I will be more vigilant about my returns. This is not good practice for people that make an honest living. Also instead of giving honest people a bad time, you should be going after the true crooks that come into stores and u let them walk out the door. This is why most businesses are closing, not because of a persons shopping habits. Once this has been resolved I will never shop DSW. When you take something back there shouldnt be a problem if the policy says 90 days. If theres an issue with too many returns customers should be verbally warned. Thank you.

  Business Response

  Date: 01/26/2023

  Dear Consumer,

  After thorough review of your RAR, *************** has found that return ***********-DBI was not in error. However, *************** has allowed a one-time approval from 01/26/23-02/26/23 however once the 30 days are over you will need to wait for the 180-day blackout period to end.
  
  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 **** ************** to The Retail Equation using the information listed below:
  
              Address:          RAR (Return Activity Report)
  The Retail Equation
  P.O. ************************************************************************************************************ Service
  ************
  

  Customer Answer

  Date: 01/26/2023

  
  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,
  
  *************************
  
   Hello,

  Does this mean I can make the return? I,d like to make return now. Thank you. 

   

   

  
  

• Initial Complaint

  Date:01/16/2023

  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.

  Transaction ID:28177105803WLG I was denied making a return on 01/06/2023 for a purchase made at the ********* on 12/28/2022.They denied my return because of information obtained through the Retail Equation. I have never received any warnings from this company before. I had a valid reason for return (defective product) and original receipt. Returned items were all within return period. Defective items should be allowed to be returned according to the ********* Return Policy. I don't understand on why should I keep defective products without ability to return them?

  Business Response

  Date: 01/17/2023

  Dear Consumer,

  
  After thorough review of your RAR, ********* has found that return 28177105-803-*** was not in error. However, ********* has allowed a one-time approval to return your items at the store, please head back to the store to 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 **** ************** to The Retail Equation using the information listed below:
  
              Address:          RAR (Return Activity Report)
  The Retail Equation
  P.O. ************************************************************************************************************ Service

  Customer Answer

  Date: 01/20/2023

  
  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:01/10/2023

  Type:Service or Repair 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.

  I tried to return some items to ******** that my daughters received for Christmas from a relative. They were not given a gift receipt. I visited the ******** location near me and I asked them if I could get a store credit as some of the items were not in store to exchange. I was told that without a receipt they could give me a store credit for the items. When she tried to complete the transaction she said it was denied by TRE and gave me a paper and said I could contact them. I called them directly after leaving the store and the associate told me they could not provide a reason as to why they denied my store credit. She just kept repeating that if I have a receipt that I could get one. I explained the situation to her and she said there was nothing she could do to help. When I asked to speak to a manager she said they dont have managers and that she could not escalate the call and that there was nothing else to do except try to get a receipt or else I would not be able to exchange my items. Verity transaction ID: ****************. This was received on 1/5/2023 at 6:35pm from Store #*****, transaction ****, Register 303 and cashier *******. Return #*****3038773202301057970 Thank you for you help,*****

  Business Response

  Date: 01/18/2023

  Dear Consumer,

  
  After thorough review of your RAR, GAP has found that return 81790823-966-GAP was not in error. However, GAP has allowed a one-time approval to return your items for store credit from 01/18/23-02/18/23.
  
  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 **** ************** 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: 01/21/2023

  
  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:01/09/2023

  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 12/28/2022, I purchased two Hydroflasks from Dick's ******** Goods for Christmas gifts with the accessories to them. Within the return window, on 12/26/2022, I returned the 32 oz as one recipient didn't want it. I had no problems. However, on 12/28/2022, I attempted to return the 40 oz in exchange for the 32oz I returned because the other recipient wanted it. To my surprise, the exchange wouldn't go through after four attempts but instead ****'s denied my return and printed these denial receipts #************dks, 127190378236dks, 127190355520dks, and ************dks. Really ****'s, just appalling. I've purchased many items at this store over the years. I went online to Retail Equation and retrieved a print out of the alleged transactions that caused this problem. After thorough review, the transactions I had to return earlier this year are ATHELETIC TEENIE SHOES because they didn't fit my athletes. If you stock the shoes in store to try on I wouldn't have to return, which is a HUGE hassle. With these types of headaches I would've supported your company. I reached out to The Retail Equation and I was told I am not allowed to make a return to Dicks for 180 days. Really, ****'s I shouldn't be penalized for purchasing shoes online and returning them because they don't fit. As well, two pairs, especially one pair more than other was DAMAGED!! The employee apologized profusely and said the shoes should've had been mailed to me.These transaction IDs should be overturned. My prior purchase before 12/05/2022 was in June; that's not abusive spending or returns. As well, I was making an exchange and not a return. This situation saddens me and will dissuade myself and other athletic parents from doing any future business with ****'s. Customers should not be penalized for returning shoes purchased online that are not sold in store because they don't fit. Refund reason shouldn't say "Not available" tell the truth when I give the reason. BUYERS Beware!

  Business Response

  Date: 01/18/2023

  Dear Consumer,

  After thorough review of your RAR, Dicks Sporting Goods has found that return 127190378-236-DKS was not in error. However, Dicks Sporting Goods has allowed a one-time approval to return your items from 01/18/23-02/18/23.
  
  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 **** ************** 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: 01/23/2023

  
  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,
  
  ***************************