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:05/22/2025

  Type:Order 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.

  Between ********* 2025 I bought numerous pairs of shoes from DSW and returned but 5 pairs of them. The 5 pairs are the only pairs that fit and I have kept these. I had just had ankle surgery so none of my spring shoes fit. On 5/18/25, I tried to return the remaining pairs of shoes to DSW that did not fit but on the return was automatically rejected by The Retail Equation (***), I assume this is fraud software that DSW incorporates into its computer system. The *** clerk said it was not a problem. She said I just needed to call *** at ************, provide *** Trans ID# ************-DBI and explain about the surgery/foot and then *** would authorize the return the shoes to DSW for my $158.98 refund. I called *** on 5/19/25. The agent said he had no power to authorize the return but he would send me my DSW Return History and then I could email *** with the explanation about my ankle surgery. On 5/20/25, *** emailed me the History Report and a cover letter stating If you have questions regarding the *** please submit a written ********** ********************************************** Please attach any documents in the file format png, jPeg, or pdf. On 5/22/25, 5:37pm I emailed *** at that address, explained the reason for the high number of returns and attached a 6-page pdf containing the *** receipt re the return decline; my ******** Claim#************* of the surgery including service date, doctor, services performed, and charge; and the *** cover letter stating where to email my inquiry. On 5/22/25, 5:38pm I received an email reply from ConsumerInquiry@TheRetail ************************** stating Your request could not be created. If you would still like help, please contact the team directly. However, no info on just how to contact the team was included the email. On ******, ***s primary number is listed as ************ (along with a ****** rating of 1.2 stars). I called this number over & over for an hour and just got a busy signal.

  Business Response

  Date: 05/27/2025

  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 two to four weeks.
  
  Regards,
  The Retail Equation

• Initial Complaint

  Date:05/19/2025

  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 primarily place orders online as ****** has minimal merchandise at their locations. I did an online return last week and a warning from The Retail Equation was printed on the bottom of my receipt. I followed the instructions to get my report and spoke to a representative that advised I had to wait 180 days to do any ****** returns. I contacted ****** customer service 3x and they advised they were not able to do an override and everything was handled by TRE. In the meantime I have 2 online orders in transit that were placed PRIOR to receiving the warning that are no longer able to be returned. I have to wait 180 days; however. ****** return window is 120 days. Both items have the tags intact and the receipts. Now I'm out $230 and being treated like a criminal because of a 3rd party algorithm and ****** "hassle free" return policy. Consumers beware!

  Business Response

  Date: 05/20/2025

  Dear Consumer,
  
  Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 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:05/13/2025

  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 have purchased multiple clothing items at ***** online recently. My son is getting married in a month so my entire family needed shoes and clothing for the wedding. They do not sell my husband and sons pant sizes in stores, so we had to order multiple dress pants online for them to try on. I also had to order multiple shoes and dresses online for myself to try on since they weren't sold in stores. We tried everything on, returned multiple items at different times, and with the last return we were given a warning and were told we could not return anything else. The return warning transaction ID is ***********-KHL. I had receipts for everything and was within the 90 day return time frame. We have kept many of the items- suits, shirts, shoes, etc. But now I'm left with 6 pairs of dress pants and one pair of shoes I do not need. I am very disappointed- I have been shopping at ***** for 20 years and have been a faithful customer and have spent thousands of dollars there over the years. I have not committed any sort of return fraud, just needed to purchase and try on clothing that was only sold online. I would just like to return my remaining items.

  Business Response

  Date: 05/15/2025

  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: 05/15/2025

  Will not close out case until I get a response.

• Initial Complaint

  Date:05/06/2025

  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.

  ********** denied me a return based on information from The Retail Equation. This company was unresponsive to any inquiry and unhelpful. I tried multiple times to get more information on why denied, but it has been days later with no resolution. Also I am a small landlord and do many home improvement projects, and have spent thousands of dollars at ********** in the last year. Many of the returns were unopened products for small amounts, or items that were damaged in shipping.

  Business Response

  Date: 05/06/2025

  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: 05/09/2025

  The timeline of 30 days is not acceptable.  I am trying to finish a renovation project, and have spent over $6000 at the ********** over the last year. Your analysis is flawed because it does not show this money spent. It also does give reasons for the returns of many items. If you kept that data then you would realize that many items return items were damaged in shipping.  I should not have to wait 30 days due to your company inaccurate data collection and slow review process. This item cost $800 and the return is holding up a renovation to my rental property, and the income that project would generate. 

  I have all the proper documentation, and the Retail Equation Group is holding up my entire project. 

  Business Response

  Date: 05/15/2025

  Dear consumer,

  The item was successfully returned. As a result, the dispute associated with this return is now considered closed.
  
  
  
  
  Regards,
  The Retail Equation
  Customer Service
  ************

  Customer Answer

  Date: 05/20/2025

  
  Better Business Bureau:
  
  The item has been returned, but the business caused me a lot of wasted time and effort- due to their bad data, and unhelpful customer service.  
  
  Regards,
  
  ******* ******
  
   
  

• Initial Complaint

  Date:05/04/2025

  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 April 19, 2025 I made 2 purchases at ************************ in **********, **. One was a Ryobi Collapsible Multi-Purpose Bag and the other was a ************ inverter for a vehicle. I tried returning the power inverter on May ****** but after them trying to look up my receipt using my Pro-Account they had no record of the transaction under my account. I then remembered I had paid for it in cash and forgot to put my Pro-ID in to keep a digital receipt. I then asked to return it without a receipt and gave my ID, which she scanned. I was then denied the return and was directed to the website for an explanation. I hadn't returned an item without a receipt in more then 3 years. Now they are not giving me a reason for my denial and have been flagged for potential fraudulent activities. I just want my money back.

  Business Response

  Date: 05/05/2025

  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:04/29/2025

  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.

  This complaint is in regards to my in-store experience at *********************** (DSW) today, Tuesday, April 29, 2025 when I tried to return the shoes from order ********** totaling $117.98. I was denied the return due to my "return activity." I am appalled, disappointed, and extremely frustrated with DSW partnering with the third party, The Retail Equation (TRE), that uses an arbitrary algorithm to flag customers. As a customer, I want to be able to make an informed decision. I would never do business with a company that uses TRE which arbitrarily decides whether or not I can return items based on a flawed algorithm. I purchased these shoes on 4/15/25 which is 2 weeks ago, today. The shoes arent even unwrapped, yet I now need to appeal to TRE about why I should be able to return them so I can receive my $117.98 back and I am banned from returning shoes for 180 days?This is an unacceptable and deceptive practice. TREs algorithm has zero credible basis and the profiling of customers is discriminatory. I demand that I receive my $117.98 back immediately. It is not a crime, suspicious, or fraudulent to change your mind about a pair of shoes.

  Business Response

  Date: 04/30/2025

   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 two weeks.
  
  Regards,
  The Retail Equation

  Customer Answer

  Date: 04/30/2025

  The response provided by The Retail Equation is unacceptable.  It will take them 2 weeks to decide whether they will refund $117.98?  They are literally holding my funds based on a flawed algorithm.  That is what is suspicious and fraudulent.  There is zero basis for the denial of my refund.  The shoes are unworn and have never been unwrapped.  I demand my refund immediately.  Quit holding my funds without any credible explanation.

  Business Response

  Date: 05/05/2025

  
  Dear Consumer,
  
  
  After thorough review of your RAR, *************** has found that return 15984048-343-DBI was not in error and there will be no changes to the return history. However,*************** has temporarily re-established your ability to conduct returns from 05/02/25-06/02/25. Once your approval window has been completed your future returns may not be accepted if your return activity has not improved.
  
  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 email your consumer statement to ********************************************
  
  
  
  Regards,
  The Retail Equation
  Customer Service
  ************

  Customer Answer

  Date: 05/12/2025

  The Retail Equation has zero legal authority to withhold a consumer's funds if the consumer has not violated a company's return policy.  That is the actual reason I was able to return my shoes to Designer Shoe Warehouse (DSW).  But, due to The Retail Equation's discriminatory practices and targeting using a flawed algorithm, DSW has lost me as an Elite Rewards Member and future customer.  I will not tolerate these practices instituted by The Retail Equation that lack credibility and should not exist in the marketplace.

• Initial Complaint

  Date:04/28/2025

  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.

  ********** sent me a damaged armoire at least 3 times. Not only that, I could tell it was the SAME damaged armoire they kept sending me over and over, because it was MY TAPE on the outside of the box!!! In the same damaged spot every time! But instead of taking this damaged item out of rotation, they just kept sending it out again to the next person who ordered, which I guess was me!! I finally got frustrated and ordered it from another retailer instead, thinking they both couldn't possibly send me the same one at the same time, and sure enough I received an undamaged one from the other retailer. Finally! So I called to cancel the last ********** order. I never even received this $600 item. It was cancelled directly by **********! They APPROVED the cancellation and returned it back to their warehouse without ever delivering it to me! 6 weeks later, I realized I had not received a refund yet. When I called about it, they said their system prevented them from refunding after 30 days, and that it was denied by the fraudulent operation, The Retail Equation, who I have heard stories about from people before! A LOT of people have had problems with their unfair practices, stealing from consumers like they are trying to steal from me right now! I just can't believe that they would try to classify this as denying a "return" when the item was ALREADY "returned." In fact, it was cancelled! I NEVER even received it!!! How can you possibly justify not refunding for an item you took back??? ********** APPROVED the cancellation of this order and rerouted the item back to their warehouse! And then you dare not refund my money for it?? Are you kidding me?? Liars and cheats, all of them! I'll be shopping at ****** from now on.

  Business Response

  Date: 04/30/2025

   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: 05/01/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find it irrelevant. **********, following my accompanying complaint to them, has already issued my refund, despite whatever nonsense The Retail Equation has to contribute. I got my refund, so case closed.

  Regards,
  
  ******* *****
  
   

  
  

• Initial Complaint

  Date:04/21/2025

  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 4-18-2025,****** $348 in store return with receipts was denied because ****** was using The Retail Equation to secretive and inaccurately tracking on returns, customer's driver's license, names, addresses, telephone, credit cards without consumer's consent which violates consumer's privacy and resulting in a consumer risk score in banning all stores returns in one year. The Retail Equation needs to erase my tracking profile because it was obtained without permission.

  Business Response

  Date: 04/22/2025

  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: 04/22/2025

  I will file a lawsuit with The California Consumer Privacy Act within 30 days from 4/21/2025. The CCPA is enforced by the California Attorney General, and penalties for violations include fines and civil penalties against The Retail Equation. 
  
  
  

  Business Response

  Date: 04/29/2025

  Dear consumer,
  

  
  
  
  After thorough review of your RAR, Kohls has found that return 6279658-970-KHL 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
  ************

• Initial Complaint

  Date:04/18/2025

  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.

  We only got half our order from ********** and decided to return the items they did deliver and just get a refund instead of dealing with the mess of trying to get the rest of our order. They then said we were denied by the *** when we literally hardly return anything! We even talked to a worker at ********** and he agreed he hardly sees any returns. We legit spends THOUSANDS there and only recently returned some floor tile that we over ordered for our bathroom remodel. Now we absolutely want nothing to do with ********** and want a full refund for our patio furniture (we only got half of it anyways!)

  Business Response

  Date: 04/22/2025

  Dear Consumer,
  
  Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 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:04/15/2025

  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 received defective merchandise and was given information to set up a return with ************* for April 18 pickup. Since that date is approaching, I reached out to ************* to see when they will be picking up. I was told the pickup was cancelled and to contact ********** to reschedule a pickup. ********** then told me my pickup was cancelled due to not being able to return the item anymore, and referred me to The Retail Equation's website, providing me with an ID number. I am not a frequent shopper at ********** and returned 2 other things in total with a receipt, and upon trying to return a damaged item costing over $600, I am put on a blacklist and denied a return?!

  Business Response

  Date: 04/17/2025

  Dear Consumer,
  
  Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between 9-11 numbers and ending in 3 letters. You will find this on your warned or declined receipt.
  
  Regards,
  The Retail Equation