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:12/17/2022

  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 tried to return a pair of shoes at dsw with a receipt within the allotted return time. I was denied the return. I was told I should have gotten a warning but I never did. Again I had the original receipt.

  Business Response

  Date: 12/29/2022

  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 **** has found that return 6350278-766-DBI was not in error. However, Designer Brands **** has temporarily reestablished your ability to conduct this return. You will have between December 29th January 29th to return your previously declined 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.Box 51373
  ******,** 92619-1373
  
  Regards,
  The Retail Equation
  Customer Service

• Initial Complaint

  Date:12/16/2022

  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 10.1.2022 I purchased a pair of boots for $60.18 from DSW for my husband. I purchased the same pair of boots from DSW on 12.2.2022 for $26.74. On 12.16.22 I attempted to return the first unworn pair as I was still within the return window of 90 days and DSW denied my return and printed a denial receipt to contact The Retail Equation. I called The Retail Equation and was told I am not allowed to make a return to DSW for 180 days. A couple weeks ago my husband and I bought 2 different pair of shoes and upon getting into our car I looked the shoes up online and noticed DSW's online price was cheaper for both pairs so I went back inside for a price adjustment. The store manager said the price matching to their own website has been killing them. I believe this contributed to my denial. Please overturn transaction ID No. *************** immediately. I shop at DSW frequently, but this will dissuade me from doing any future business with them. Customers should not be penalized for watching the pricing of desired items and requesting price matches to their own website.

  Business Response

  Date: 12/29/2022

  Dear Consumer, 
  
  
  After thorough review of your Retail Activity Report (RAR), ******************** has found that return 6340306-556-DBI was not in error. However, ******************** has temporarily reestablished your ability to conduct this return. You will have between December 29th January 29th to return your previously declined 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.Box 51373
  ******,** 92619-1373
  
  Regards,
  The Retail Equation
  Customer Service

• Initial Complaint

  Date:12/14/2022

  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.

  My mother passed away recently and I found a bunch of items from ********* in her closet with the tags still on them. I called ********* and spoke to multiple employees who told me I could return the items for store credit without a receipt. They never said there was a limit to what I could return. I went in today and returned most of the items, but was declined to return about five items because they said I reached my limit on returned items. They gave me a number to call for the Retail Equation. When I called the Retail Equation the girl was very rude to me. She said that company doesnt have a manager or supervisor. She told me I could not return anything again for 180 days. But by the time that rolls around, those clothes wont be able to be returned because theyll be out of season and not trending. Its five items for around $90, it shouldnt be that big of a deal to them, but to me thats $90 in clothes I otherwise wouldnt be able to afford. I called back hoping to find a resolution with someone else and had no luck.

  Business Response

  Date: 12/19/2022

  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), TJX Companies has removed return transactions 43775425-606-TJX, 43775451-106-TJX and 43775459-756-TJX from your RAR. 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.Box 51373
  ******,** 92619-1373
  
  Regards,
  The Retail Equation
  Customer Service

• Initial Complaint

  Date:12/12/2022

  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.

  Good morning,I am not a big returner, but if I don't like something, or it's the wrong size and especially after Christmas when I receive things I don't like I do return things.So I wanted to return pants I bought just Saturday at ******** secrets, just three days later, still had tags. In bag etc. I was told I cannot return them, and they gave me this website to go through. I did I filled out the form, and they sent me what's attached below.In other words, I've never returned anything else before, I have no bad history of returning things, as far as I know, there was no buy one get one free ever at ********'s ******* And I have the credit card I purchased the item on so they could look up the exact purchase So this is ridiculous, I would like to please remove me up from your files, I would like to return these pants because I got pajamas that are said rather than just pajama pants.I think the biggest thing is, that if you keep attacking people that have no bad history, I'm just simply not going to buy. Specially in the world, we're starting to go online. For example, my boyfriend buys three pairs of shoes from Amazon and returns two of them. If this is the new world it's not good.

• Initial Complaint

  Date:12/09/2022

  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.

  Transaction number: 328088645-760-THD pro extra # ************ (phone2)Ive made purchases at ********** for the past 2weeks in a row for a project. I ended up with extra material and tried to return it. I mustve lossed or misplaced the receipts and the customer service rep stated they could use my ID card and process store credit. Which was fine because I shop at ********** all the time . Then she printed a receipt stating my return was denied without explanation and to call the number on there but there was no number. She stated the Third party verification system handles their returns. So I requested my rar and it was nothing on there stating anything other than the denied return of these items. I called the number for them and they stated its a different department that deals with that and gave me another number. So I called and the automated system stated to go online and do what Ive already done, there was no live representative to help me. Its a circle full of games to deny people what they are rightfully able to do . They couldve checked camera footage and everything, I literally was shopping there basically everyday for the past 2 weeks.

• Initial Complaint

  Date:12/08/2022

  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.

  I am filing a complaint because my refund was denied through d*** sporting goods. Order #: ***********. My items were stolen upon deliver. I would like my money back and my account unlock from d*** sporting goods. According to this" Hello,Unfortunately, due to prior activity identified by the system - your account has been locked and I am unable to handle your request at this time. If you wish to receive further information on this matter - you will need to please call ************ and give them this authorization code.Authorization Code: A181677-166-DKS" There is duplicate information on my activity report and I would like them removed. I highlighted them in yellow. Please remove this information. The report is attached

• Initial Complaint

  Date:12/05/2022

  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.

  In July ************************************************************ my Amazon account. I then proceeded to purchase another product. Amazon temporarily suspended my account and requested a copy and receipt of the gift card I used. I explained to them I did not use a gift card I used my checking and they put my refund in my Amazon account. They then said they were canceling all my orders and refunding me my money into my amazon account but had closed my account and I have no access to my funds to even spend then. Something close to $300. Since I cant view my account I cant see it. I have called and emailed repeatedly. I get different reasons from I order too much, I review too much. They dont know why or theyll send this to accounting. Im at a dead end. Can you help. Either open my account so I can spend it. I wont review anything if that bothers them. I play Santa and I give out thousands of gifts this month. Ive been buying them elsewhere but I would like my money back or use from Amazon. Its not right that they kept it.

  Business Response

  Date: 12/07/2022

  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.  

  The Retail Equation is not currently partnered with Amazon.

   

  Regards,

  The Retail Equation

• Initial Complaint

  Date:12/05/2022

  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 bought cosmetics at Rite Aid & the colors don't suit me. On Nov 15 when I wanted to return them (I brought the receipt), I was denied & was given a slip to call TRE They ran 2 (failed) attempts to process the return.On Dec 1 I tried to return cosmetics to ******* Drugs. (I brought the receipt)Again, I was denied & they ran 3 (failed) attempts to process.I felt I was treated like a criminal! I felt so embarrased.I was never told that I can't return items. I brought the receipts. They're legit returns.I'm asking you to Remove these return transactions from my RAR file.Remove the 180-day waiting period for these returns Re-establish my ability to conduct these returns These are the 5 denied transactions & 1 warned transaction Tx #: 39358988-243-RAD (warned)TX # *******-963-RAD Tx #: 39359067-473-RAD Tx #: 39484268-853-RAD Tx #: 39484283-916-RAD Tx #: 39484325-443-RAD

  Business Response

  Date: 12/14/2022

  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), Rite Aid has found removed 39484325-443-RAD from your file along with the 180-day waiting period. 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.Box 51373
  ******,** 92619-1373
  
  
  
  
  Regards,
  The Retail Equation
  Customer Service

• Initial Complaint

  Date:12/01/2022

  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.

  On November 18 *********************************************************************************************** town. I noticed that some of the items were the wrong size, so I will decided to go to my local *************** factory outlet on ******************************************************************* on November 29 ************************************************************ my correct size. My mother did not give me a gift receipt and I did not want to tell her that I was H3131353435***9393733Hing the items, however all four items that I was going to H3131353435***9393733H had tags and have never been worn. Upon showing the cashier the items everything was going fine until they asked for my ID and entered my credentials. Immediately upon this they received an alert and printed me out a receipt that stated they cannot except my H3131353435***9393733H due to information provided by the company H3431383534***6383832H (TRE). The verify transaction ID number on the receipt was *********** GAP. The date was 11/29/2022, Transaction #****, Register #***, Cashier #******* at Store #*****. I've never had an issue H3131353435***9393733Hing an item in any store before, and I have never received this type of report either. Especially being that I've never H3131353435***9393733Hed anything with gap brand or at ***************, I was very confused and upset that I was not able to H3131353435***9393733H my items. I was even more upset that I was told this report company has denied my H3131353435***9393733H due to "information that they had on me", upon checking my report 24 hours later I was notified that the reason why my H3131353435***9393733H was denied is "not available" she made me burst out in laughter because of course there is no reason why my H3131353435***9393733H should not be excepted, not only that but it is the only listing on my report being as I have not H3131353435***9393733Hed anything before. This is ridiculous and I should be able to H3131353435***9393733H these items for store credit. Shame on this company for denying people the right to H3131353435***9393733H items that have not been worn or used within the H3131353435***9393733H. And then on top of that having no proof or evidence or reason to deny them.

  Business Response

  Date: 12/14/2022

  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 RAR, GAP **** has removed return transaction 78826572-020-GAP from your file. GAP ****has temporarily re-established your ability to conduct this return from December 14th January 14th. 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 their customers are satisfied with their merchandise. Gap **** understands 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. 
  
  
  
  Regards, 
  The Retail Equation 
  Customer Service 

• Initial Complaint

  Date:11/19/2022

  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.

  On 11/18/22 I placed an online *** order to be picked up in-store. When I picked up my order that same day, I asked a *** rep to help me price match the purchase. He couldnt find my order details, even with my online order receipt and the barcode on the bag containing the item I just picked up. He asked a manager for help and they subsequently returned the item and then re-scanned it as a new purchase with a price match adjustment. When I got home, my child told me his coach requested for the team to purchase specific colors that were not available in the store from which I picked up my order. That same evening I went to a different *** store to exchange my online purchase. That was when I received a return warned receipt noting that I *** not be able to make further receipted or non-receipted returns or exchanges without ***s consent. That surprised me. Yes, Ive made multiple returns this year from a store that advertises a free and easy returns process but Ive always done so unused, with a receipt, and within the 30 day return period.After reviewing my requested RAR report based on the 11/18 transaction ID *****************, I found at least 4 inaccuracies of in-store returns with no receipts, to include my transaction on 11/18/22. Keep in mind I did have an online receipt plus the barcode from the pickup on 11/18. The returns on 8/1 and 9/29 were assigned to my account even though I was nowhere close to ****** on those dates, and my credit cards did not show a refund for the 1/12, 8/1, and 9/29 returns. None of the 1/12, 8/1, and 9/29 returns are listed on my *** purchase history, and I always use my account number to check in at *** in store or online.I understand TREs purpose to help avoid fraud, but there is a flaw in the system when customers are flagged for incidents that *** be due to an internal operator error within TRE or ***. I now question how well *** protects my info if an unauthorized person was able to make a return via my account.

  Business Response

  Date: 12/21/2022

  Dear Consumer,
  
  After thorough review of your Retail Activity Report (RAR), Dicks Sporting Goods has found that return ***************** was not in error. However, Dicks Sporting Goods has temporarily reestablished your ability to conduct this return. You will have between December 14th – December 28th to return your unwanted merchandise.  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:
  
  ********   *** ******* ******** *******
  *** ****** ********
  **** *** *****
  ******* ** **********

  Customer Answer

  Date: 12/21/2022

  The response does not address the other incorrect return transactions that were assigned to my *** account throughout 2022. I did not file a complaint in order to return the item for transaction ****************** It was referenced to help you understand that there is an operator error when the receipt noted my price match and exchange as ‘no-receipt’ return when clearly I had the digital receipt and barcode on the bag of the item I just picked up. I will be submitting a written statement to TRE to ensure the multiple errors on my report are corrected. It surprises me that in today’s digital world, a statement has to be mailed to your office to refute the errors. Why is there not an email or chat option for a digital paper trail of my statement of contest?