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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.
  • 51 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/29/2024

    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.
    The retail equation is a predatory business and I want to have ALL of my personal data permanently erased from their data bases.

    Business Response

    Date: 05/31/2024

    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:05/26/2024

    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.
    The Retail Equation denied my return to DSW.

    Business Response

    Date: 05/28/2024

    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. Once we confirm this information we can send you a free copy of your Return Activity Report. On the **** you will find on page 1, there will be a dispute process described on how to dispute any errors in your report.

    Regards,
    The Retail Equation
     

  • Initial Complaint

    Date:05/20/2024

    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.
    A number of stores apparently use the service of this company that tracks customer ***********************. In the past couple of years, we have purchased around $10k of clothing from a store named ******************* Athletica. Naturally, there were some returns and exchanges. We are now being denied returninng items that are the wrong size or hemmed improperly based on the services of this company.I want my personal information to be expunged from this companies records. First, I never provided permission for this company to track my personal information. Second, this seems like an excuse for companies to break the law in the form of refusing returns that are otherwise required by law. This must stop immediately.

    Business Response

    Date: 05/22/2024

    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:05/18/2024

    Type:Delivery 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.
    May 15/24, I purchased from ************** (THD) online ********************* Rectangle Mother of ****************** with Hinged Lid & TWO Gladiator GearLoft Hammered Granite Adjustable Height Overhead Garage Storage Rack (48 in W x 48 in D). All items were received on May 16/24. On May 17/24, I tried to return ONE Rack ($193.94) as it wont fit in my garage; I kept the other. THD denied the return of one Gladiator shelf & referred me to TRE. I phoned TRE & was told the return was denied based on [my] return history. I have thoroughly reviewed the *** against my purchase history for the past two years (i.e., since Oct. 3/23). First, I see nothing alarming about my return history in the *** & no reason is given for the return ban nor is there an end date provided. I am renovating my garage & in Feb. 2024 placed three orders for expensive supplies (order Nos WM60453714, WM60995869, WG55265224). Three large shelving units from order WM60453714 (purchased on Feb. 21/24) were to be delivered by appointment via a 3rd party, but I was not contacted with a delivery date. The driver called Feb. 28/24 informing me he was nearly at my house. I told the driver I was not home & unaware of the delivery date & he made a sarcastic comment. I refused delivery & contacted THD by chat to apprise them & request a refund. They erroneously recorded one shelving unit from the refused order as delivered & told me to contact my credit card company & dispute the charge, so I did. THD customer service is off putting & I decided to return the slat wall from companion order WG55265224. I reordered everything from *****. Happy to provide written records for all the above. To THD: ALL items I returned are in accordance with THD return policy & with receipts. Each item in ONE order is recorded by TRE as a SEPARATE TRANSACTION and this is a flawed algorithm. You are tracking & accusing your customers of fraud. This feels a lot like unfair business practice, which is civil fraud. TRE: report is missing info

    Business Response

    Date: 05/20/2024

     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: 05/20/2024

    TRE may have time to review the complaint, but this matter is NOT resolved because they have provided no information.

    Be forewarned that I consider this matter civil fraud and will refer the same to the San Diego county DAs office for investigation. 

    Consumers have the right to know the parameters of a companys return policy IN FULL. I refer you to the ********** return policy on their website, which states in relevant part: In-Store Return Exceptions
    We require a valid drivers license or government-issued photo identification for non-receipted returns and returns generated from purchases made with The ********** store credits. The ********** uses a third-party refund verification system. All returns are subject to verification system approval.
    Returns made without a valid proof or purchase may be refunded as a Store Credit at the lowest advertised price.
    Special Order returns or cancellations may be subject to a 15% restocking fee and must be returned to the same store where the purchase was made.

    The ********** operates in ********** and as such must abide by California state laws. This also applies to The Retail Equation. Thank you. 

  • Initial Complaint

    Date:05/15/2024

    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 rejected on a return at ********** when i mad a proper purhase, and ********** made an error, and puts all their returns through the system, provided by tghis company. They either have have misinformation about me that should be removed, or provide a reason for the denial (ive tried directly emailing)

    Business Response

    Date: 05/17/2024

    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. Once we confirm this information we can start the dispute process.

    Regards,
    The Retail Equation

  • Initial Complaint

    Date:05/15/2024

    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 purchased several pairs of jeans and clothing for my children at jcp (total of 5 items). The fitting rooms are always closed so I purchase the clothing and try on at home. If something doesnt fit, I will return it with the receipt . A few days later I returned 4 items with no issues, About 2 weeks later, I tried to return the last pair of girls jeans ($15.99 plus tax), the tags are attached and it was never worn, plus I had the receipt. I was denied the return by the retail equation. I tried to ask a manager and he said that it is up to the retail equation and I must speak with them.

    Business Response

    Date: 05/15/2024

    Dear consumer,

     

    Thank you for contacting The Retail Equation. We are unable to view the images you have provided. 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: 05/16/2024

    transaction id *****************

    I have the unworn item with a valid receipt,   you said this return was fraud, it is not fraud, i have a valid receipt,   i want a credit back to my credit card  $15.99 plus tax, so its around $17.50

    Business Response

    Date: 05/17/2024

    Dear Consumer,

    After thorough review of your RAR,JCPenney found that return 355236410-423-JCP 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 email your consumer statement to ********************************************



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

  • Initial Complaint

    Date:05/13/2024

    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 reached out to The Retail Equation to exercise my data privacy rights as outlined on their privacy policy (*********************************************************, section 12). I want to exercise my privacy rights and: 1. Access My Personal Information to confirm, review and receive an electronic copy.2. Delete My Personal Information.3. Opt-Out of My Personal Information Being Used for all purposes, including those listed in the Opt-Out section of the policy.4. Withdraw my Consent to our processing of my personal information.After contacting the business, they were unwilling or unable to facilitate this request, retaining my personal information without consent.

    Business Response

    Date: 05/15/2024

    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. Once we confirm this information we can send you a free copy of your Return Activity Report. On the **** you will find on page 1, there will be a dispute process described on how to dispute any errors in your report.

    Regards,
    The Retail Equation
     

    Customer Answer

    Date: 05/15/2024

    My complaint is around general personal information and attempting to remove my personal information and withdraw consent to processing my personal information, consent I never directly gave.

    Business Response

    Date: 05/17/2024

    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. Once we confirm this information we can start the dispute process for you.

    Regards,
    The Retail Equation

    Customer Answer

    Date: 05/20/2024

    I am trying to clear all of my information. The business is using this transaction number to stonewall and delay this process.

  • Initial Complaint

    Date:05/13/2024

    Type:Delivery 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 placed an order on March 16th, 2024 for two jumpsuits that totally the amount $17.99 with ********.com. Since the initial email confirmation saying theyve received my order, I have not received my items in my mail, Ive tried reaching out to the provided Support email address and no reply. *** attempted to contact them for weeks and no response. I believe this company is scamming people of their money and never actually sending the product out to the paying customers. My goal here is to have this website shutdown so no one else can be scammed and furthermore, I would really appreciate getting a refund. Thank you.

    Business Response

    Date: 05/14/2024


    Thank you for contacting The Retail Equation.  Unfortunately we cannot help with your situation as we do not work with or for ********.  We would recommend that you contact ******** directly.

     

    Regards,

    The Retail Equation

    Customer Answer

    Date: 05/14/2024

    How does pushing the responsibility off their plate resolves my financial concern. I have been scammed of my money and the company is not taking responsibility. I required a full refund and an explanation as to why this issued occurred. If it happened to me, it can or has happened to many other consumers. 

    Business Response

    Date: 05/28/2024


    Thank you for contacting The Retail Equation.  Unfortunately we cannot help with your situation as we do not work with or for ********.  We would recommend that you contact ******** directly.

     

    Regards,

    The Retail Equation

  • Initial Complaint

    Date:05/11/2024

    Type:Product Issues
    Status:
    Unresolved
    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 want all of my TRE information deleted: I want all of my personal information deleted and I want all my information that TRE is collecting on behalf of retailers deleted. I do not give TRE permission to collect information about me. Nor do I give TRE permission to store previously collected information about me. Im currently questioning the legitimacy of being able to accuse someone of fraud for trying to return items damaged by a carrier like ***** or defective at the fault of a vendor or supplier. I have been wrongly denied returns at ********** for absolutely no fault of my own. The latest TRE denial was on Saturday, May 11th, 2024: 497990651-550-THD. After following Home Depots own live plant and tree policy, the *************************** representative, after receiving photos of the damage, incorrectly tried to refund the damaged (and wrong) tree instead of replacing it - causing a TRE return denial and preventing a replacement of the tree. (Damage is even visible in the ***** delivery photo.) Is TRE racially profiling me? There is zero explanation for why TRE is consistently flagging me with *********** It now has me wondering if others like me are experiencing the same thing because whatever algorithms being used are only targeting certain people.

    Business Response

    Date: 05/13/2024

    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: 05/13/2024

    This response does not address anything in my complaint. It doesnt confirm that TRE is deleting all of my information as requested. Nor does it confirm that theyre working to resolve denying a refund. It also doesnt address what seems to be a pattern of profiling customers, including racially profiling.

    When The Retail Equation collects every single piece of personal and financial information they can, and then uses that information in conjunction with their algorithms and software, it strongly suggests customers are being discriminated against.

    I expect answers. This generic statement does nothing to confirm that all of my information is being deleted, that the return is resolved, and that Im not being racially profiled by TRE. I will not accept a response or consider any matter closed until there is verifiable action and proof.

  • Initial Complaint

    Date:05/11/2024

    Type:Delivery 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.
    Placed an order from *********************** and accidentally ordered a quantity of 2 on each item. I went to the website to go through the return process. I was given a free return label. I mailed the return and then was notified that the business received the return on 4/26/2024. The business return policy states that the refund will be processed within 10 days. I have emailed and called the business several times trying to get an update on my refund with no avail. Its past the 10 day **** and I still have not been issued a refund. ******************* customer service is non responsive. I would love to know when my return will be processed and when I will receive my refund.

    Business Response

    Date: 05/13/2024

    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
     

The Retail Equation is NOT a BBB Accredited Business.

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