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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:02/29/2024

    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 purchased multiple items from ********** recently and returned two items. When I tried to return a third item, I was denied by The Retain Equation. When I received the report, it showed that I only had two returns in the past two years! Transaction ******************

    Business Response

    Date: 03/07/2024

    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:02/26/2024

    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.
    Went to return new shoes to DSW Designer Shoe Warehouse and the return transaction was declined by Retail Equation. What gives them the right to determine who and what can be returned? I can't even do an exchange for a different size. I see nothing about this anywhere in DSW's return policy. Currently seeking legal advice.

    Business Response

    Date: 02/29/2024

    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

  • Initial Complaint

    Date:02/26/2024

    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 made two orders online via Dicks Sporting Goods.com I decided I did not want the items any more, and went to ************** to return them. Each item was brand new with tags. I was denied my return, and given a slip of paper to call The Retail Exchange. This is unlawful, I was given no warning prior to this. If this matter is not resolved, I will have no choice to consider legal action.

    Business Response

    Date: 02/29/2024

    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

    Business Response

    Date: 02/29/2024

    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: 02/29/2024

    147098190980DKS Is my ID and I want my name taken off your system. 

    Business Response

    Date: 04/25/2024

    Thank you for submitting your inquiry to The Retail Equation. Your inquiry will be forwarded to the retailer for review.

    Regards,

    The Retail Equation

  • Initial Complaint

    Date:02/23/2024

    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 purchased merchandise at *********** it was a sink pump and it was defective, I tried to create a return online when I received a message from *** (471259535-750-THD), that I could not return the merchandise, the goods were within the time limit for return and I have a receipt, I am frustrated with this automated system that is targeting people who return merchandise, especially when the merchandise is broken, I called *** and spoke with someone reading from a script, she said she would be sending me a report of my "return" activity, but I never received it. How is this legal? We're Unable to Accept This Return We cannot process your merchandise return at this time. The ********** uses The Retail Equation's (***) merchandise refund verification system, which has denied your return.For more information, call The Retail Equation (***) at ************** (Monday-Friday 8am-12am EST, Saturday 9am-6pm EST, and Sunday 12pm-6pm EST) or visit their website at www.theretailequation.com. When contacting ***, have the *** transaction ID *******************, full name, address and phone number available.

    Business Response

    Date: 02/23/2024

     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: 02/27/2024

    I do not accept this response because the matter has not been resolved,  taking 30 days to resolve seems a bit too long considering I am unable to return the defective merchandise. 

  • Initial Complaint

    Date:02/22/2024

    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.
    ****, incompetent, employees who are given a script to read and do not allow others to speak nor elaborate on additional information. Unfortunately, knowing i am not the only one who came across this type of treatment confirms the lack of comprehension, communication, and customer service skills the ***** and **** have whom work at TRE. I called in regards to receiving a refund because ********** delivered the wrong item. It was a ping pong game with both TRE and HD, with lack of clarity or solutions provided by both parties. I have emailed and still no response. I need TRE to lift the block so ********** can pick up the wrong item they delivered and in turn the return can be processed. All returns are in policy so for ********** to hire TRE which appears to be a company to just prevent and go against HD policy without elaborating is all a scheme. Transaction ID: ***************

    Business Response

    Date: 02/23/2024

     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:02/16/2024

    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.
    First time dealing with the retail equation: I was flagged by the retail equation in error per their initial report in 12/2023 which locked my account with Dicks without any warning. Once my account is locked, the second report they sent me 1/2024, they removed the error charges (about $300 on 12/23/23 which was why my account was flagged) but they still count it against me despite pointing this out to them and they declined to remove it from my record. I tried contacting them via email regarding their decision which only granted me a one time return within the month of Feb-Mar ************************************* a couple of transactions as well as an online order that I never received from Dicks and Dicks online representative was unable to refund it to me since my account is locked so a one time return is not enough for me to take care of these issues (both online and in store returns). Also Dicks normally refund each transaction separately so I would need a day approval not a one time approval and that was what I was trying to clarify with the Rar equation. However, they redirected me to call them instead and when I did, I was told by their staff that they can only provide me with my RAR report which I already have and am trying to dispute. I feel they are being evasive and I would like report them since the way they flagged me and handled my case is fraudulent and I do not want them to victimize any other consumer.

    Business Response

    Date: 02/23/2024

    Dear consumer,

    Thank you for contacting The Retail Equation. We have sent your dispute to Dicks Sporting Goods and once we receive a response we will update you.

     

    Regards,

    The Retail Equation

    Customer Answer

    Date: 02/27/2024

    I received a email from Retail equation on 2/22/24 approving for in store return and was able to return the items needed as well as reimbursement for the missing package.

    I still feel the Retail equation is not admitting their responsibility of flagging me/my acct with Dicks in error as noted by the 2 RAR reports I originally reported and their failure to respond to my request for removal of my info from their database due to being wrongfully flagged.  When I was at Dicks returning my orders, the manager was shocked that I was flagged for asking for a price adjustment (total of $10) within the window for price adjustment (14 days) per the Dicks website, not even a return. 
    I am concern this error will negatively affect my consumer report.

    Thanks!

    Yen

    Business Response

    Date: 02/29/2024

    Dear consumer,

    Thank you for contacting The Retail Equation. We have sent your concerns to Dicks Sporting Goods and will update you as soon as possible.

    Regards,

    The Retail Equation

  • Initial Complaint

    Date:02/15/2024

    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.
    The Retail Equation has collected, compiled, and distributed my personal data without my permission. I demand that it all information related to me be immediately and completely erased from The Retail Equation's databases and files. I am a victim of domestic violence and having my personal information stored in any form places be at significant risk of direct harm.

    Business Response

    Date: 02/16/2024

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

    Regards,
    The Retail Equation
     

    Customer Answer

    Date: 02/16/2024

    The response does not address the nature of my request. I am not disputing an individual transaction. I am requesting the full and permanent deletion of my information from the database.

    Business Response

    Date: 02/23/2024

    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 process for you.

    Regards,
    The Retail Equation

    Customer Answer

    Date: 02/26/2024

    Business continues to ignore my request. The responses are copy and paste without any details regarding my specific issue. Clearly no one is actually monitoring or responding to my request which is disrespectful and unprofessional.

  • Initial Complaint

    Date:02/09/2024

    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 did not consent to the company collecting and filing my data. I want my profile deleted and removed from their site. They randomly deny refunds and returns for seemingly no reason. Their customer service staff is rude and unhelpful.

    Business Response

    Date: 02/12/2024

    Dear Consumer,

    Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between **** 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: 02/13/2024

    This does not address my issue. I want my personal information removed from you database. I dont want to dispute anything. The hoarding of my personal data is not up for dispute. I want it deleted. 

    Business Response

    Date: 02/13/2024

    Dear Consumer,

    Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between **** 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

  • Initial Complaint

    Date:02/01/2024

    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.
    Flagged for returning items at HD and made to feel like a criminal. I purchase so many items from ********** sometimes I use gift cards or cash mainly I use my company credit card. I never worried about a receipt because I would just give my license and they would issue store credit. This algorithm that they use is not taking in consideration of ALL of my purchases. Just the purchases I returned without a receipt.

    Business Response

    Date: 02/01/2024

    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: 02/01/2024

    Transaction ID# *****************

    TOTAL -$101.55

    Business Response

    Date: 03/21/2024

    The Retail Equation resolved this as Closed.

  • Initial Complaint

    Date:01/29/2024

    Type:Customer Service 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 a ********** return when I am within the return timeframe window. They issue a number to call an 800 phone center and have rude employees that only tell you youre denied. Filed appeal via email and received reply as closed but no details. Emailed asking for details one week ago with no response. Called again. Same rude customer service and was hung up on. ********** claims they cant remove the block that the retail equation has to remove it.

    Business Response

    Date: 01/31/2024

    The Retail Equation resolved this as Closed.

    Customer Answer

    Date: 02/02/2024

    This business should be shut down for unfair practices. Rude employees that just hang up on you. 

    Business Response

    Date: 02/05/2024

    Dear Consumer,

    Thank you for contacting The Retail Equation. Please provide us your transaction ID number. This number will be between **** 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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