We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Point of Sale Systems

The Retail Equation

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Point of Sale Systems.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 256 total complaints in the last 3 years.
  • 52 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:08/08/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    We would like to complain about how The Retail Equation is treating us. This is how one of their clients, **********, uses their system and have put us on a list that limits us from returning ALL our online orders to ********** even if we bought it within rules and policy. We have receipts and proof of purchase for everything we've returned and within the return window. Our objective in this letter is to get our names out of the list so we can purchase and return within policy without stress. My wife and I are DIYers and we like taking on new projects around the house so we have to buy items/materials/tools and return things that are not compatible to the project's needs.With that said, we always return within the return window. We always return with a receipt and proof of purchase. Nowhere does it say that there is a limit to returning. ( NO LIMIT TO HOW MUCH YOU CAN RETURN) This is what confuses us, is that we follow all the return policy and rules and we get put on an email saying we are like thieves and abusers. We do not abuse returning, but we are being treated like one.Please remove us from the list so we can continue to shop without being treated as a thief and a return abuser. Thank you

    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

    Customer Answer

    Date: 08/12/2024

    Here are the ** # that were denied for no reason:

    521469155-316-THD

    523646916-630-THD

    530518686-463-THD

     

    * We are also requesting that you remove us from the *** list since we are returning within store policy.

    Business Response

    Date: 08/15/2024

    Dear Consumer,

    After thorough review of your RAR, ************** has found that 530518686-463-THD was not in error. However, The ********** has allowed a one-time approval for the transaction mentioned and youll have between 08/13/24-09/13/24. Please contact The ********** so they may process your return.





    Regards,
    The Retail Equation
    Customer Service
    ************

    Customer Answer

    Date: 08/20/2024

    These ID numbers you ignored from the previous message. These can with missing parts and damaged. 

    521469155-316-THD
    523646916-630-THD

     

    I am requesting that you remove us from the *** list since we are returning within store policy.

  • Initial Complaint

    Date:08/01/2024

    Type:Product Issues
    Status:
    Answered
    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.
    To Whom It May ********* am seeking your assistance regarding a troubling situation with The Retail Equation (TRE) involving the unauthorized storage and failure to remove my personal data.Background:I have repeatedly requested that The Retail Equation remove all of my personal and transaction information from their records. Despite my explicit request and clear communication regarding the unauthorized nature of this data storage, I have encountered persistent issues:Unauthorized Data Storage: My personal information, including transaction details, was stored and shared by TRE without my consent. I have not authorized this storage or sharing of my data, which raises significant privacy concerns.Lack of Response: My requests to have this data removed have been ignored. Despite contacting TRE and explaining the situation, I have not received a satisfactory response or confirmation that my data has been purged from their system.Request for Assistance:I am seeking your help to address this matter, as my attempts to resolve it directly with TRE have been unsuccessful. I need to ensure that:All of my personal and transaction data associated with me, *************************, is permanently removed from TRE's records and any associated retailers.TRE acknowledges receipt of my request and confirms that my data has been fully removed.The lack of response from TRE and their failure to comply with my removal request is concerning. I hope your intervention can expedite a resolution. For further discussion or additional information, please contact me directly at ************.Thank you for your attention to this matter. I look forward to your support in resolving this issue promptly.Sincerely,*************************

    Business Response

    Date: 08/05/2024

    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:07/24/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 4/24/24 I had purchased a knee scooter at CVS for my wife who had broke her ankle. She never used it as her it was too painful to use with her boot on. On 7/23 I went in to CVS to ask them if I could return it and they said if it was past the return date, they could issue a store credit. I took the scooter and the receipt in to return and The Retail Equation denied the transaction. I am being told that I will not be able to return any items for a year at every retailer that I do business with because of this report even though all returns I have made with other retailers (I have never returned anything at CVS) have been valid returns. I want to be removed from this list as I do not participate in fraudulent returns and I am being treated like a criminal.

    Business Response

    Date: 07/30/2024

    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

  • Initial Complaint

    Date:07/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 a shopper of AUTOZONE, I had purchased a quantity of FOUR oil containers of 5QTS in size. I purchased an oil weight of 10w30. It has been some time and I actually needed to use 5w30. During the return process THE RETAIL EQUATION had denied my return and I was simply trying to get the correct oil. NOT RETURN FOR STORE CREDIT. I have provided proof of purchase for these items and am requesting the reports on my account to be removed for not only the OIL but the OIL filters, SKU NUMBERS ********* AND *********. I AM REQUESTING my account status on my *********************** be cleared such that I can actually get the correct oil. DISPUTING TX#S (78869571-996-AZO) (79012384-750-AZO) (80242278-120-AZO) AS I have provided reasonable proof of purchase for these items therefore I SHOULD NOT BE PENALIZED FOR ATTEMPTING TO EXCHANGE THEM.

    Business Response

    Date: 07/22/2024

    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

  • Initial Complaint

    Date:07/19/2024

    Type:Product Issues
    Status:
    Answered
    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 need to return a damaged item that I purchased *********** online). I have a receipt & well within allotted return time. The item: ************** Accessory purchased June 20, 2024. I attempted return on July 12, 2024. box has some shipping wear & tear however the item is damaged due to ZERO packaging by **************. ********** won't accept return due their contracted 3rd party A.I. theft/fraud company they use. I returned 3 items purchased online June of 2024 with receipt & well within the return time. The items: 2 very small tailgate pellets grills and 1 grill brush. They were purchased for Father's *** gifts. Neither my father nor my father in-law wanted them, hence my return. I have not committed theft, fraud or abuse in away way. ********** refunded my money & never said anything about return abuse. I feel blindsided & treated unfair. I have ZERO criminal history, never stolen anything or committed fraud/abuse of any kind. Furthermore, I can't speak to anyone at ********** on the matter. I have to communicate via email with their 3rd party contractor only (The Retail Equation). I feel they are treating me as a criminal with no basis for their return denial other than non-human algorithm A.I. base system. I have spent many hours on the phone with **********, but they will not speak to me nor will their contractor the "The Retail Equation". Meanwhile I am paying an ************* unfairly holding my money.I have filed a complaint with ************** due to ZERO packaging used. ************** admitteds packaging problems. However, they can't help & said only ********** the retailer can.I'm stuck with damaged product due to no manufacture packaging & retailer won't stand by return policy. I have a legitimate reason for return in accordance with their return policy.The Retail Equation needs to erase my RAR.**** Deere Complaint Case # GSC775032 ************** The Retail Equation RAR Transaction ID: *************** ********** Order #WG64786133 Purchase Date: 6/20/2024

    Business Response

    Date: 07/22/2024

    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: 07/23/2024

    To whom it may concern:

    I have circumvented The Retail Equation by means of contacting **********s executive escalation department.

    ********** executive escalation department accepted my return the very same day I spoke with them. July 19, 2024. I returned the item on July 22, 2024 for a FULL REFUND.

    The Retail Equation provided me with false information that I couldnt speak to someone at *********** I was able to do this and solved the problem on my own.

    I expressed my concern to the executive at ********** of the faulty The Retail Equation system. ********** validated my concern and will look into their relationship with this company to improve it.

    In the mean time I demand The Retail Equation to permanently expunge my RAR record and destroy all personal information they hold on me as I never consent to this.

     

    Business Response

    Date: 07/25/2024

    The Retail Equation resolved this as Closed.

  • Initial Complaint

    Date:07/18/2024

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 unaware that TRE is saving all of our personal identification information in their system. I do not authorize this and I would like my information to be eraced.

    Business Response

    Date: 07/22/2024

    The Retail Equation resolved this as Closed.

    Customer Answer

    Date: 07/24/2024

    hi, there has been no reply yet to my complaint

    Business Response

    Date: 07/30/2024

    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:06/14/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    TRE has produced an inaccurate report which is keeping me from getting a refund from ********** for an item I did not receive when ordered. The ********** order # is WG62657237 and was placed 5/20/24. I never received and the info on the order shows I didnt receive. ********** refers me to TRE to resolve and TRE refers me back to store manager to resolve and to their tedious and outrageous appeal email. I want this report deleted. I have not been told returning an item with a receipt and clear reasons that the item arrived broken or had poor workmanship was considered a problem or fraudulent?! How can a third party company decide if I can return an item with me having clear proof? How can they know whats going on with me such as having to order a product which they dont have in the store, it being unsuitable, and me having to return it. Yes Ive had many lately and thats because I have to order because ********** doesnt carry in the store. Also Im working on my yard and house as I can get help from family. Im 60 yo and a retired state employee who is not trying to do a thing but finish projects when I have help. It requires me getting the items here to have when someone can maybe help me. Sometimes they are just not what they needed or of poor quality. Please help me get this resolved.

    Business Response

    Date: 06/14/2024

    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 30 days.

    Regards,
    The Retail Equation

  • Initial Complaint

    Date:06/10/2024

    Type:Product Issues
    Status:
    Answered
    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 DSW within 60 days with unworn shoes. Denied return based on the contract they have with the Retail Equation. This company evidently weeds out scams, etc. I was given a receipt that had the number for the Retail Equation with hours of 8a to 5p. Called at 9a, recording says call back during business hours. Contacted my Discover card for a dispute which is in progress. If you are a company such as the Retail Equation working with large retailers, you should be able to respond to customer questions, etc. *********** should be available to explain. They are keeping a record of the spending habits. This seems a violation to have files on people because they return a certain amount, etc. These are large retailers. This has never happened to me before. I have no balance on my credit card and have no debt. The tactics this company is using need to be reviewed.

    Business Response

    Date: 06/14/2024

    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: 06/24/2024

    I think the number they are requesting is:  11849245-686DBI.  It is called the Verify Transaction ID.  I would like to add that I was supposed to receiving a warning before being denied a return.  The transaction before the last one was supposed to generate a warning that I would not be able to return the next item.  This did not happen.  If a store has a policy that unused items can be returned within 30 days (or whatever their policy is), then you should be able to return.  I dont get how they are getting away with this.  I know there are some lawsuits pending.  This sort of snooping should not be allowed.

    Business Response

    Date: 06/26/2024

    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

  • Initial Complaint

    Date:06/08/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 flagged or " warned by this company* about returning without a receipt. Any time I return to I have an online printed receipt, or the receipt that was given to me from the store. When not able to find it I just use the credit card that was used. And according to the refund policy the system searches for the receipt that way.

    Business Response

    Date: 06/10/2024

     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

  • Initial Complaint

    Date:06/05/2024

    Type:Product Issues
    Status:
    Answered
    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 demand for The Retail Equation to DELETE my file. As they have listed my return as fraudulent without notice or even a warning of a possible denial. I have shopped ONLINE & IN-PERSON at ******** for over 8 years now. I never ever have been treated like a CRIMINAL before. Any previous returns were within the 30 day window. During 2024 I have NOT had a non-receipt return, in 2023 I only had 1 or 2 versus the large amount of purchase that total to about 25 + a year, 1 or 2 non-receipt returns within 12 months should not CONSTITUDE FRAUD!!! I have spend thousands throughout the years and maybe had 1 store REFUND. I normally would ask for an even exchange as their clothing isnt TRUE to SIZE at all especially the ****** Anytime I requested an exchange it was for a bigger or smaller size something TRE refused to hear and ACKOWLEDGE! I WILL NIT SHOP AT ANY STORE USING TRE - AS THIER SOFTWARE/SYSTEM IS DISMIMIATIVE AND EXTREMELY FLAWED.TRE employees are all extremely NASTY & RUDE. ID# ***************** DENAIL ISSUED 6/05/6024 ON AN EXCHANGE RECEIPT.

    Business Response

    Date: 06/06/2024

    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

The Retail Equation is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.