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:11/20/2024

  Type:Delivery 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.

  ********** Order ID# WM ******** I ordered an ** from ********** on Sept. 7, 2024 (came to the conclusion mine was not broken) and tried to cancel the online order by calling ********** (within 30 minutes of placing the order). They said it was too late and the ** would be shipped. I waited at home (in *******************) the day the ** was going to be delivered and met with the FedEx man and refused the delivery. The ** did not enter my residence and I watched the item go back to the truck.After not seeing the credit a week later on my ********** credit card, I logged onto ********** and ***** tracking information a few days later and could see the item was delivered to the ********** warehouse in ****************For some reason my return was flagged by THE RETAIL EQUATION and they are blocking the credit back to my credit card. I have written to the Retail Equation providing all the information. I provided the receipt for item, the tracking information from BOTH ********** and ***** showing the item refused by me, and it being returned to *******, ********I've even been to the ********** store showing all this information and they tried to help me but they can't seem to get through to the RETAIL EQUATION that the item was returned and I am due a credit. I've been dealing with this since mid-Sept and even tried to dispute the item with ********** and they denied the dispute and all roads lead me back to the Retail Equation. I feel completely hopeless, this item was returned to ********** and it is the only item on my ********** account - and I feel worried when my payment is due in December - I'll have to make a payment or it will ruin my credit. The Retail Equation has told me this case is closed. I don't know where to go now.

  Business Response

  Date: 11/22/2024

  The Retail Equation resolved this as Closed.

• Initial Complaint

  Date:11/08/2024

  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 am returning a mouse that I purchased in cash and with the receipt I am unable to return it based on having 4 other returns for the entire year. I brought the mouse for my grandmother who wanted a wired mouse and not wireless. This is beyond inconvenient, unsatisfactory and not customer service. If repeated, concerning ***********************, understood. If returns with no receipt, understood. If returns used and not in good condition, understood. None of those apply and I am still at a disadvantage.

  Business Response

  Date: 11/13/2024

  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
   

• Initial Complaint

  Date:11/07/2024

  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 was denied a return at **********, because even though I had the receipt, the receipt had been erased, I assume it got too hot in the car, and the heat must have erased it; not really something I could have foreseen because I didnt know it was possible. So they tried to do the return as store credit, but it was refused, and I was told to go to the *** website. I requested my return report. In the past 2 years I had 6 returns without a receipt, 5 of which were under $15. I always keep my receipts, especially for large purchases. I run a small side business doing window screen replacement, and I always pay in cash becsuse it keeps me from going into debt and is easy for me to keep track of separately. The few returns I did without receipts were because they were exchanges that were easier to do for store credit than looking for the receipts. They were to exchange the color of screen frame, as you can tell several of the amounts were the same $5.98, or to exchange for a different color screen corners for $3.47. Not really something to get suspicious about. Then I had one large return which was for $74, and shows as warned on the report, which is totally unfair because the ********** employee did not indicate on the return that the reason for it was that they did not have enough cash in the drawer or for whatever reason could not give me cash even though I DID indeed have the receipt for that item, but they asked me if they could process it for store credit instead. If they had made me aware that it would affect my future returns in any way I would have refused. Because even though I try not to buy things that I might return, sometimes it happens. And now because the person redoing my floors bought too many tiles, I am being refused to return the extra because the receipt was heat sensitive to the sun in the car. So I have to eat a nearly $100 purchase by going to ********** because I trusted it would not be a problem. It makes me not want to shop there anymore.

  Business Response

  Date: 11/08/2024

  Dear consumer,

   

   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:11/06/2024

  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 did a return with receipt at ********** today and received a warning from Retail Equation. Store manager said it was because of too many unrequited returns. I HAD THE RECEIPT. This entire concept that retail equation provides is immoral, unethical and illegal. Who defines reasonable amount of returns. Why are stores allowed to sell damaged items and prohobit returns? The store tells you to contact RetailEquations. They are nothing but bullies. Stores that contract their services are scamming consumers. I have sent RetailEquation a CEASE AND DESIST NOICE FOR SHARING ANY AND ALL OF MY PERSONAL DATA WITH ANYONE.

  Business Response

  Date: 11/08/2024

  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

• Initial Complaint

  Date:10/12/2024

  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 am demanding the immediate and permanent deletion of all personal information related to me from The Retail Equation's databases. I have not consented to the collection or retention of my personal identification information, and I am deeply concerned about the practices surrounding data retention and return denials that I have experienced.Despite my attempts to address this issue directly with your company, I have been met with unhelpful responses. I wish to exercise my rights under your privacy policy which includes the following requests:1.Access to my personal information for confirmation and review.2.Deletion of all personal information held by TRE.3.Opting out of any future use of my personal information.4.Withdrawal of any consent to the processing of my personal data, which I did not explicitly provide.I have experienced unjust denial of returns, specifically a recent incident on September 23, 2024, related to transaction ID *************** and A68556-520-TJX). All my returns have adhered to the respective store policies, and I have consistently returned only unused items within the designated return period with a valid receipt. Furthermore, I am alarmed by the implications of potential profiling or unfair treatment based on your algorithms. I insist on the immediate removal of all my data from your systems. The continued retention of my information is not only unwarranted but also a violation of my rights as a consumer.The Retail Equation has an F rating with the Better Business Bureau, with numerous complaints highlighting serious concerns regarding your practices. Denying a customer the right to make a ********************** is unjust, and accusing consumers of fraudulent returns without sufficient proof is unacceptable.I insist on the immediate removal of all my data from your systems. The continued retention of my information is unwarranted and violates my rights as a consumer.

  Business Response

  Date: 10/14/2024

  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: 10/14/2024

  I DO NOT accept the response made by the retail equation to resolve this complaint.  The response given is just a generic automated response.  TOTALLY UNACCEPTABLE!!

  Business Response

  Date: 11/08/2024

  Dear consumer, 

  We have received your dispute letter. Once we receive a response from TJX we will inform you.
  
  Regards,
  The Retail Equation
  

  
  

  Customer Answer

  Date: 12/06/2024

  I DO NOT accept the response made by the retail equation to resolve this complaint.  The response given is just a generic automated response.  TOTALLY UNACCEPTABLE!!

  
  SECOND REQUEST SENT: November 27, 2024
  THIRD REQUEST SENT: December 6, 2024
  
  Customer Service
  **********************
  ************
  Suite 250
  ******,*******; 92618
  ************
  Subject: Demand for Immediate Deletion of All Personal Information SECOND AND THIRD REQUEST
  
  I am writing to formally demand the immediate and permanent deletion of all personal information related to me from The Retail Equation's databases. I have not consented to the collection or retention of my personal identification information, and I am deeply concerned about the practices surrounding your data retention.
  I wish to exercise my rights under your privacy policy which includes the following requests:
  Access to my personal information for confirmation and review.
  Deletion of all personal information held by TRE.
  Opting out of any future use of my personal information.
  Withdrawal of any consent to the processing of my personal data, which I did not explicitly provide.
  All my returns have adhered to the respective store policies, and I have consistently returned only unused items within the designated return period with a valid receipt.  Furthermore, I am alarmed by the implications of potential profiling or unfair treatment based on your algorithms.
  I insist on the immediate removal of all my data from your systems. The continued retention of my information is not only unwarranted but also a violation of my rights as a consumer.
  Again, I am demanding the immediate removal of all my data from your systems.The continued retention of my information is unwarranted and violates my rights as a consumer.
  I expect a prompt confirmation of my request and the complete deletion of all my information from your databases.
  
  
  

  Business Response

  Date: 12/10/2024

  Dear consumer,

   

  After review of your dispute letter,************* has elected not to provide further accommodations at this time.  Please retain your receipts for future returns.
  
  To submit a consumer statement into your file for disclosure, please include the reference ID number for the ************************* you wish to dispute.  Please email your consumer statement to **********************************************************************.
  
  
  
  
  Regards,
  The Retail Equation
  Customer Service
  ************

  Customer Answer

  Date: 12/13/2024

  I DO NOT accept the response made by the retail equation to resolve this complaint.  The response given is just a generic automated response.  TOTALLY UNACCEPTABLE!!  THIS IS THE COMPLAINT:  I AM DEMANDING THE IMMEDIATE DELETION OF ALL MY PERSONAL INFORMATION FROM TRE AND THE RETAIL EQUATION SYSTEMS AND DATABASES.

  SECOND REQUEST SENT: November 27, 2024
  THIRD REQUEST SENT: December 6, 2024
  Customer Service
  **********************
  ************
  Suite 250
  ******, *******; 92618
  ************
  Subject: Demand for Immediate Deletion of All Personal Information SECOND AND THIRD REQUEST
  
  I am writing to formally demand the immediate and permanent deletion of all personal information related to me from The Retail Equation's databases. I have not consented to the collection or retention of my personal identification information, and I am deeply concerned about the practices surrounding your data retention.
  I wish to exercise my rights under your privacy policy which includes the following requests:
  Access to my personal information for confirmation and review.
  Deletion of all personal information held by TRE.
  Opting out of any future use of my personal information.
  Withdrawal of any consent to the processing of my personal data, which I did not explicitly provide.
  All my returns have adhered to the respective store policies, and I have consistently returned only unused items within the designated return period with a valid receipt.  Furthermore, I am alarmed by the implications of potential profiling or unfair treatment based on your algorithms.
  I insist on the immediate removal of all my data from your systems. The continued retention of my information is not only unwarranted but also a violation of my rights as a consumer.
  Again, I am demanding the immediate removal of all my data from your systems. The continued retention of my information is unwarranted and violates my rights as a consumer.
  
  

  
  

• Initial Complaint

  Date:10/03/2024

  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 email sent was and they deflect, asking for a denial number, which I previously stated I didn’t have. The next email advised to call the customer receive number. Spoke with ***** who was awful. There is no way to get a copy of the report. This is a dirty business out for its own gain. I want a copy of my report.

  Business Response

  Date: 10/08/2024

  Dear consumer,

   

  Thank you for contacting The Retail Equation.  Please call us at 1-800-652-2331 to obtain a copy of your Retail Activity Report. Please be prepared to provide your driver’s license or state ID number.
  
  Regards,
  The Retail Equation
  

  
  

  Customer Answer

  Date: 10/08/2024

  I tried doing that and they tell me that there is a file but nothing on it. Therefore, they cannot notice a copy. Even in the case of a blank credit report, the CRA requires that consumers have access to it. As an extension, Retail Equation should do the same thing. It sounds like simple answers are designed to deflect and that they know  this is what has occurred but don’t want to comply. This company is deceptive.

  Business Response

  Date: 10/10/2024

  
  Thank you for contacting The Retail Equation.  Please call us at 502-815-5684 to obtain further assistance.
  
  Regards,
  The Retail Equation
  
  

  Customer Answer

  Date: 10/10/2024

  it’s a “safe” answer which does not commit to anything. Calling that number gets you a person trained to not give info and make it seem like that isn’t what they are doing.

• Initial Complaint

  Date:09/12/2024

  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.

  Tried to return to 2 times to Dicks sporting goods within 30 days with unworn clothing still attached. I was denied the return because of a contract they have with the Retail Equation. I was given a receipt that had the number for the Retail Equation. I have never returned something with a receipt or without tags attached and always within the time limits. I hardly ever even shop at ***** sporting goods so there is no basis for this ban on return. This has never happened to me before. I want this ban lifted and my information erased.

  Business Response

  Date: 09/16/2024

  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

  Customer Answer

  Date: 09/16/2024

  my transaction id is *****************

  Business Response

  Date: 09/18/2024

  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 one week.
  
  Regards,
  The Retail Equation

  Customer Answer

  Date: 09/23/2024

  this is unacceptable. I have only made returns WITH receipt and WITH tags and always within the time limit. You can't deny my return this is fraud. I have done nothing wrong. I want my information deleted for your company. 

• Initial Complaint

  Date:08/13/2024

  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 ordered an air purifier that was never delivered from the ********** I called the ********** and they said theyd investigate with ****** They called me back to apologize and tell me its missing and they would refund me This is when the retail equation intervened and I was not refunded I called the retail equation and they said they could do nothing Im disgusted. Nothing was returned! It was never delivered and I cant even get my money back on an over $200 air purifier This business should be investigated

  Business Response

  Date: 08/15/2024

  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: 08/16/2024

  my credit card company took care of it immediately after investigating. I dont need any billing adjustment now 

  I want my record expunged with the retail equation at the **********. Its a pro account my husband uses for fixing up homes/ rentals in **************;
  

  We just bought a fridge and they refunded us 100 due to it being delivered with the corner smashed. These delivery refunds are not fair to be counting against us 

  the Supervisor at the retail equation never returned my call either as promised

   

• Initial Complaint

  Date:08/09/2024

  Type:Billing 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 May 8th, 2024, I sent a formal written request to The Retail Equation, asking for a copy of my credit report, as is my right under the Fair Credit Reporting Act (FCRA). According to the ***** consumers are entitled to receive a copy of their credit report within a reasonable time frame after such a request is made.Despite my efforts, the Retail Equation has not provided me with the requested credit report. It has now been over since my initial request, and this lack of response is both concerning and unacceptable.The failure to fulfill my request is a clear violation of my rights under federal law. Not having access to my credit report could negatively impact my ability to manage my credit effectively, especially if there are inaccuracies that need to be addressed promptly.Desired Resolution:I request that The Retail Equation immediately provides me with the credit report I requested on May 8th, 2024. Additionally, I would like assurances that they will improve their response times and compliance with the legal requirements set forth in the Fair Credit Reporting Act to prevent similar issues from occurring in the future.

  Business Response

  Date: 08/12/2024

  Dear consumer,

   

  Thank you for contacting The Retail Equation.  Please call us at ************** to obtain a copy of your Return Activity Report.
  
  Regards,
  The Retail Equation

  Customer Answer

  Date: 08/12/2024

  I cant call. Please tell me why you ignored my letter and are now ignoring my complaint here. 

  Business Response

  Date: 08/20/2024

  The Retail Equation resolved this as Closed.

• Initial Complaint

  Date:08/09/2024

  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 attempted to make a return to the ********** and was denied by TRE! There was no reason given I have never returned anything to ********** and never abused their policy! The employees tried their best and explained their frustration with TRE and their failed system which often flags innocent shoppers leaving them helpless! After lots of research and reading Ive come to learn TRE is extremely hard to reach or get any response or resolution since they outsource customer service to foreign countries! I am extremely frustrated because I have been told I will be flagged for a year in over a thousand different retail stores and there is nothing I can do about it! If I did need to return something expensive I purchased I would be snit out of luck! TRE is doing a very bad job they are taking shortcuts and taking **********s money and consumers are paying the price!

  Business Response

  Date: 08/12/2024

   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