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:09/01/2022

  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.

  The Retail Equation blocked my return to DSW on 08-11-2022 even the return was done in less then 30 day ( policy DSW 60 days) , item was not used, in original package. The Retail Equation blocked my future return to the store for 180 days. Please help me to remove the block, as I am using DSW a lot to buy shoes and need sometime to return them if they do not fit properly.I attached a letter of explanation and report.Thank you.

  Business Response

  Date: 09/13/2022

  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 4980764-916-DBI was not in error. However, Designer Brands **** has temporarily reestablished your ability to conduct this return. You will have between September 13th October 13th to return your item. 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:08/31/2022

  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.

  Hello,I have been unfairly denied a return to DSW for the reason given by The Retail Equation. I bought a pair of sneakers on 6/12/22 that did not fit so I went back to the store with my receipt to return the unworn shoes 9 days later on 6/21/22. I was then told my return was declined and given a slip to call a number and said it would be explained then. They would not tell me why in the store..just kept saying to call the number on the slip. I was extremely upset and humiliated in front of the other customers like I had done something wrong.I called the number..it was The Retail Equation..they said they'd send me a report and would not explain why I was being denied the return. They sent me the report that said I had too many returns. I have only returned shoes, all sneakers actually that do not fit me...they were unworn and all with a receipt. Some where online orders as well. I am a senior citizen and have foot issues that have made finding sneakers that fit properly very difficult. I try them on at home. Why should I..or anyone be penalized by The Retail Equation and denied a return for a product that does not fit and therefore cant be worn, and returned within the stated return period by DSW? This seems like an unfair business pratice.DSW is not disclosing the fact that they are using The Retail Equation and limiting returns. This is a very underhanded and a horrible way to treat their customers. If that is their intention they should let their customers know. It should be disclosed and written on the sales receipts and a sign in the store that they are using the company The Retail Equation to moniter your shopping and returns. Please BBB help me with this upsetting issue. I want to return these sneakers so I can buy a pair that will fit me. It will not be from DSW that is for sure.Thank you very much.****

  Business Response

  Date: 09/13/2022

  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 ***********-DBI was not in error. However, Designer Brands **** has temporarily reestablished your ability to conduct this return. You will have between September 13th October 13th to return your item. 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: 09/13/2022

  
  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:08/30/2022

  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.

  This dispute had to do with ********** and it's use of Retail Equation to flag returns and create risk scores for customers.I have used ********** for ***************************** my property development business. During that time I have spent over $300k in construction materials and rely on **********'s return policy to allow me to get what I need and return what I don't need On August 18th, 2022 I was finishing up a 1 year, $1M development and put together a big return. After everything scanned onto my credit card (meaning that I paid for it all), my return got rejected. Later I learned that my driver license had been "put on hold" by a company called Retail Equation. After multiple tries, I found out that the items causing the hold were a couple boxes of structural brackets that have a value of $250.When I went deeper into the Retail Equation story I found out that they use an algorithm to ID transaction that they seem to be fraudulent and that they credit a risk profile on individuals.This really got my hackles up! I have called Retail Equation four times to resolve this dispute. Each time the Retail Equation employee says that they will send me an email explaining why my transaction got flagged but the email never arrives.Since Retail Equation is having legal problems regarding their business model, I assume that round filing complaints is a common practice. I want to resolve my dispute with Retail Equation and ********** so I can return the $250 worth of structural brackets that I paid for with my own money. I would also like an apology for being treated like I was being dishonest or sketchy because some friggin algorithm profiled me.

  Business Response

  Date: 09/13/2022

  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, ************** has found that return 321130454-950-THD was not in error. However, ************** has allowed a one-time approval for the transaction mentioned above, youll have between September 13th October 13th to complete this return. Please keep in mind that there are a few ways to prevent future denials for non-receipted returns with original tender of store credit.
  
  
  -         Avoid receiving store credit when possible. Be sure to have merchandise returns refunded to your original form of payment.
  
  -         Sign up for a PRO Xtra account to help track your purchases and returns.
  
  -         Return the merchandise within the allotted returns period.
  
  
  Regards,
  The Retail Equation
  Customer Service

• Initial Complaint

  Date:08/29/2022

  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've bought extra 10% floor boxes in Floor and Decor as was suggested by the seller and tried to return them. They denied it on the grounds that it took me more than 90 days and pointed to the Retail Equation, though they have a policy on web site to reimburse with a gift card in this case. Retail Equation sent me report with the details of my transaction ***********-FAD but then I hit a roadblock. Floor and Decor claims that Retail Equation should approve the return but Retail Equation does not want to accept it! Support person from the Retail Equation was telling me to file a dispute but she was refusing to tell me how to do it. It seems that my last option is to decline the entire transaction and go through credit card, right?

  Business Response

  Date: 09/13/2022

  Dear Consumer, 

   

  The Retail Equation, **** (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 ***********-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:08/29/2022

  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 8/28/2022. I tried to return shower wall tile I purchased from Floor and Decor with my receipt in hand. The cashier didn't even look at my receipt. After asking for my ID I was informed my return was declined due to The Retail Equation report provided to them and I would have to call an 800 number for more info. I have never heard of this and I certainly have never in my life fraudulently returned anything. I called TRE and gave them my transaction ID *************** and spoke to an extremely rude customer service rep who barely spoke English. According to them I was issued a warning, which I never received. I asked for more info and was given none. I received an email with my report. There was one prior return to Floor and Decor. A few weeks prior I had returned the shower floor tile. I was unable to return all the tile at once because I could not lift the 7 boxes of wall tile by myself so had to wait for help. The tile is still in unopened boxes because I had a project that fell through. And most importantly I had my receipt. I have never violated any return policies. I want store credit for my return and have this report removed from my record.

  Business Response

  Date: 09/18/2022

  Dear Consumer, 

   

  The Retail Equation, **** (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.  

• Initial Complaint

  Date:08/29/2022

  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.

  I was issued a warning from TRE about the possibility that future returns would be denied. I requested a copy of my report recently and discovered that not only were all of my returns with a receipt (which is inline with the store's policies) but that my report has many instances of returns (and purchases) that were not made by me at all. The return instances refer to purchase dates when I was not in the store at all. None of these dates, or the skus associated with the items, are listed in my purchase history on my Merchant customer account. I can prove this as I am able to check against merchants current history under my account that these purchases were not mine, nor are the items recognize. All erroneous occurrences were at times of day I would not have been in a specific location. The merchant says they have no involvement with the return record, the merchant refers to TRE for any corrections to the report. TRE has no accountability for errors that have gone on for years, and thusly is an untrustworthy firm because their data is unreliable. The file I have uploaded has these instances highlighted in yellow.

• Initial Complaint

  Date:08/25/2022

  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.

  On 08/25/2002, I went to ********** to return deck stain materials which I had the receipt for but was denied the return. I explained to the manager that my deck is rotting and the contractor has advised that the deck be rebuilt rather than wasting money to restain. The manager agreed to issue a store credit so I could that to purchase materials for the deck rebuild. The retailEquation has denied my return. I am not sure why. I have the receipt. The manager states that as much as he wants to issue the store credit, he could not because there is no way for him to get around the system and issue it! Now I am stuck with 2 gallons of deck stain, 1 bottle of paint stripper and 1 bottle of deck wash which I could not use at ALL, all because of the denial from retailEquation.My transaction ID on the receipt is 321590643-583-THD for $135.54. I will no longer shop at ********** because of this experience nor any companies that uses the retailEquation. This is ridiculous.

  Business Response

  Date: 09/13/2022

  Dear Consumer, 

   

  The Retail Equation, **** (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, ************** has found that return 321590643-583-THD was not in error. However, ************** has allowed a one-time approval for the transaction mentioned above, youll have between September 13^th  October 13^th to complete this return. Please keep in mind that there are a few ways to prevent future denials for non-receipted returns with original tender of store credit.

   

  -      Keep your receipts and take advantage of **************s Receipt Lookup, which is available at the Returns area in all stores.

   

  -         Avoid receiving store credit when possible. Be sure to have merchandise returns refunded to your original form of payment.

   

  -         Sign up for a PRO Xtra account to help track your purchases and returns.

   

  -         Return the merchandise within the allotted returns period.

   

   

  Regards,

  The Retail Equation

  Customer Service

  Customer Answer

  Date: 09/16/2022

  
  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:08/25/2022

  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.

  o whom it may concern,I would like someone to review my account. I shouldnt be banned from returning to ********** for store credit using my Drivers License. In the ******************* I have meticulous line-itemed missing receipts that the ********** computer system did not properly lookup, or the store associate did not correctly identify.What you find in your review it the proceeding documents:I have provided receipts #s that system wasnt able to identify, even though they were on my HD Pro Extra Account.Items bought in a pack and returned as singles. This was a supply issue and I was instructed by store associates that was ok. Since singles and packs have different skus this will cause a no receipt available lookup.Issue with a refund that the store manager processed (see supporting details)A few items with no receipt.Issues that I have found:Pro Account receipts are not found if the item was purchased and returned to a store that doesnt stock that item. (This was confirmed by HD CustomerCare). Furthermore HD CustomerCares solution was for me to log into my Pro Account and print out the receiptsisnt tha the point of the Pro Account is to track it digitally?Cashiers default is if an item is not found instead of trying to find receipt and go the extra mile, is to default to offering store credit. This process even if customer has receipt on Pro Account triggers TheRetailEqutaion to log as a return without a receipt.When HD was having supply chain issues, store associates would say buy the box and use the * and return the rest. The single items have a different sku than the box items causing a no receipt transaction.The third party TheRetailEquation is not or is not looking at total purchase $ and qty volume? If it isnt it should.HomeDepot should have a way to review situations like mine and fix them. Everyone spoken to now just says its a 3rd party.

• Initial Complaint

  Date:08/23/2022

  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.

  Transaction ID *******************************
  On 8/8/2022 I visited Bed Bath and Beyond at ************************************************************************************** had 3 transactions to return from my registry.I had the receipts and the return slip you print out.The employee asked for my ID for each transaction below:The 1st transaction 32281202430BBB was accepted for 5 items The 2nd transaction 32281392226BBB was accepted for 3 items but I received a paper that said I was being warned because of my unusual return history (2 transactions with 8 items is unusual when you have spent nearly $15,000 for your wedding registry?!?!?!).The manager came to the front and I asked why I was being denied and he said all he knew was that when they scan my license it counts my history.When I told him to try to return them with my husbands license who was there with me at the time he said he couldn't do that because I was trying to circumvent the system (?!?!?!!).I left and called the retail equation and received the report.When I got the *** file I couldn't believe the history! Only 2 transactions were on there that I recognized! Both on the day of my return! There are 46 other transactions for nearly ********* that I DID NOT return nor did anyone in my household return!I want transactions on all other days besides 8/8/22 removed and need to know the steps (legal or non-legal) that I can take to ensure those transactions are deleted

  Business Response

  Date: 09/13/2022

  Dear Consumer, 

   

  The Retail Equation, **** (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), Bed Bath and Beyond has reestablished your abilities to conduct returns. 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:08/17/2022

  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.

  Transaction ID ************************************* ********** Transaction Date Aug 10. 2022 Nature of Complaint: Retails Equation denied the return for the incorrect reason: we issue store credits in conjunction with merchandise returns without a receipt and those originally paid for with store credit. Please be advised that the use of store credits may affect your ability to make merchandise returns at the ********** retail stores, so avoid receiving and using sore credits, when possible.What happen My attempt to return factory-sealed Dealt Batteries with the receipt on August 10. 2022 was denied for the above reason even though entire items were paid with a credit card and I also had the receipts.

  Business Response

  Date: 09/13/2022

  Dear Consumer, 

   

  The Retail Equation, **** (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, ************** has found that return 320655640-600-THD was not in error. However, ************** has allowed a one-time approval for the transaction mentioned above, youll have between September 13^th  October 13^th to complete this return. Please keep in mind that there are a few ways to prevent future denials for non-receipted returns with original tender of store credit.

   

   

  -         Avoid receiving store credit when possible. Be sure to have merchandise returns refunded to your original form of payment.

   

  -         Sign up for a PRO Xtra account to help track your purchases and returns.

   

  -         Return the merchandise within the allotted returns period.

   

   

  Regards,

  The Retail Equation

  Customer Service