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:08/02/2022

  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.

  My name is ************************* and On Thursday July 28, 2022 I returned merchandise to Floor and Decor, ******* for store merchandise credit of $267.81. The cashier returned all merchandise into the system and at no time asked for my receipt in which I had at hand. When she entered the transaction, it was immediately declined. I was then given a receipt to call the retail equation on why I was declined. Before leaving Floor and Decor that day I spoke to a store manager and he clearly stated he could not help me. When I called the retail equation for the reason my transaction was declined, ******* stated no receipt. How could that be when I had my receipt the whole time. The retail equation then asked me to write a letter and send it via postal mail, a longer process. I hardly understood anything that was being told to me by the retail equation as he didnt speak clear English. Please help in rectifying this situation. Clearly Im held liable for someone else not doing their job properly. This is very frustrating and a waste of time, gas and money in which I do not have. I need my $267.81. I will be uploading my receipt, the transaction denied receipt and my RAR report that says no receipt as the reason it was declined. This is the first time Im in a situation like this. This is unfair to us consumers who work hard for our money especially during these difficult times we are living to then be denied returns/ our money.

  Business Response

  Date: 09/11/2022

  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 Decor has reestablished your ability to conduct this ***********-FAD return. All future refunds are subject to approval. 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. **************************************************************************************************************** Service
  
   

  Customer Answer

  Date: 09/14/2022

  
  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:07/31/2022

  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.

  Date of transaction 7/7/2022. I purchased a pair of shoes at DSW and when I went back to return them less than 30 days later (with my receipt) they said they were unable to accept my return because of a report given to them by The Retail Equation regarding my return history and would not give me anymore information but told me to call the 800 # on the receipt. I called TRE and gave them my transaction ID ************* and spoke to a rude customer service rep who barely spoke English. He told me I was issued a warning in May regarding my returns ( which I was not nor have I ever been given any warning). I asked for more info and was given none. The shoes had never been worn and were returned within the policy return limits. I have never violated any return policies and want my money back for the shoes and this report removed from my record.

  Business Response

  Date: 08/04/2022

  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 4606592-050-DBI was not in error. However, Designer Brands **** has temporarily reestablished your ability to conduct this return. You will have between August 4th - September 4th to return your previously declined merchandise. 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:07/31/2022

  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.

  Transaction ID: ************** Transaction date: 7/29/22 I previously made a couple of online purchases via ******** website under 1 transaction on 6/5/2022 with delivery arrival date of 6/13/2022. On 7/29/2022, I took some of the items into ******** store to request a refund/store credit and the sales associate told me their return policy had recently changed from 45 days to 30 days (as of 5/1/2022). She then took my Driver's License and ran it through the computer then proceeded to print a receipt informing me my request has been denied, stating that I have exceeded the number of returns allowed. Baffled, as I have never returned clothes at ******** prior to, I requested a RAR from The Retail Equation. The only transaction that came back from the report was the same one I was denied for on 7/29/22, no prior history of returns. In addition, I had my receipt/proof of purchase yet the report incorrectly states I did not have receipt. I question the legitimacy and accuracy of the algorithm in which this business claims to employ before deducing their decision. If my records showed an excessive history of inappropriate returns made, I'd completely understand. However, this is a one time occurrence with absolutely no prior patterns of fraudulent behavior as displayed on the business' own records. I wish to appeal this denial on the basis of unjust solution and inaccurate record keeping.

  Business Response

  Date: 08/08/2022

  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 72196540-036-GAP from your file. GAP ****has temporarily re-established your ability to conduct this return from August 8th August 22nd. 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. 
  
  Regards, 
  The Retail Equation 
  Customer Service 

  Customer Answer

  Date: 08/12/2022

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