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:04/15/2025

  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 received defective merchandise and was given information to set up a return with ************* for April 18 pickup. Since that date is approaching, I reached out to ************* to see when they will be picking up. I was told the pickup was cancelled and to contact ********** to reschedule a pickup. ********** then told me my pickup was cancelled due to not being able to return the item anymore, and referred me to The Retail Equation's website, providing me with an ID number. I am not a frequent shopper at ********** and returned 2 other things in total with a receipt, and upon trying to return a damaged item costing over $600, I am put on a blacklist and denied a return?!

  Business Response

  Date: 04/17/2025

  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:04/04/2025

  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 have emailed and called "The Retail Equation" company and demanded them to permanently expunge/delete my RAR record and destroy all my personal information they hold on me as I have never consented to this or provided them permission to store, track, or collect my personal information on behalf of retailers. I don't appreciate being profiled or treated like a criminal and blacklisted and it is shameful and embarrassing when a denial occurs due to retails policies which violate consumers rights to a refund or store credit. It is wrong to profile or flag consumers since the purchase did occur. I don't know how a lawyer has not initiated a class action lawsuit against this company. Once placed on this *** reports the company never removes a consumer or deletes the file! If the store has an issue with the return it should be treated at the store level or they should contact me to know what is going on. I contacted both Lululemon and HomeDepot and they said they don't have the ability to delete the file and the Retail Equation has to deleted, but when you call them they are in ***** or elsewhere and there is no one you can talk to to address this issue, they refer you back to the store. I buy a lot from ********* and *********. I feel discriminated and like I said demand they delete my data from their company profiles. I don't do business with them nor have given consent in any way. Their only response is Please provide us your transaction ID number. They claim they don't have a corporate number and no one who can delete or address my concerns.

  Business Response

  Date: 04/07/2025

   

  Dear consumer,

   

  Thank you for contacting The Retail Equation. To best assist you, we kindly ask that you provide your Transaction ID number. This number is typically 9 to 11 digits long and ends in 3 letters. You can find it on the receipt from your warned or declined return. Once we receive and verify this information, we will send you a free copy of your Retail Activity Report (RAR). On page 1 of the **** youll find detailed instructions on how to dispute any errors in your report.
  
  

  Regards,

  The Retail Equation

• Initial Complaint

  Date:04/02/2025

  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.

  I was charged and refused refunds by TRE on 3 ************* orders that were either damaged or missing, details below. I reached out to TRE and HomeDepot countlessly for almost 3 weeks and nothing was resolved. ********* blamed TRE blocked them from refunding me, while TRE blamed they can't refund. $1,048.79. Transaction ID: ***************** DREAMLINEMirage-X 56 in. to 60 in. W x 72 in. H Frameless Sliding Shower Door in Brushed Nickel with Clear Glass HomeDepot Order #CN11651629. This arrived on Mon 3/31/2025, the truck driver said the door was broken & shattered in the box so he did not offload the package to us, it was returned back to the warehouse. $1,027.39. Transaction ID: ***************** DREAMLINEMirage-X 56 in. to 60 in. W x 72 in. H Frameless Sliding Shower Door in Brushed Nickel with Clear Glass HomeDepot Order, RECEIPT #H0647-329434. This arrived on Mon 3/24/2025, the box was opened, torn, damaged. I declined delivery and requested the truck driver to take it back. I got a call from ************ (still have the voicemail) on the same day, Mon 3/25/25 at 10:05AM PST to confirm that I wanted to cancel the order and she confirmed the package is being shipped back to the sender/ warehouse.$233. Transaction ID: ***************** Woodbridge 1-piece 1.0/1.6 GPF toilet HomeDepot Order #WM98291686 I ordered 2 toilets in this order, only 1 was dropped off. I requested ********* and TRE to provide pictures as proof of ************ never got one(s). This was not delivered!

  Business Response

  Date: 04/03/2025

  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: 04/03/2025

  The business, TRE, did not resolve my disputes, it only said my disputes are "under review". I would like to keep this complaint open till the dispute is resolved. Furthermore, the products were not delivered to me, not in my possession, they are at TRE or HomeDepot warehouse(s), so why is my $2K+ being held? 

• Initial Complaint

  Date:02/28/2025

  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.

  Marshalls warned me about potential refund denials when I got broken things in the mail despite adhering to their return policy. Their policy specifies that damaged merchandise with legitimate invoices should not negatively affect the client. ****************** store and online customer service also assured me that such returns would impact my status when having a valid receipt. However, the notice indicates that the Retail Equation, a third-party service for monitoring returns, misclassifies my transactions. I have not recently returned anything without a receipt. I don't know why I was highlighted. The lack of transparency on how returns are handled confuses and unfairly puts customers in danger of being rejected refunds. This raises questions about how returns are monitored and whether the system unfairly penalizes legitimate returns.The Retail Equation's possible misclassification of genuine, receipted returns calls into question its accuracy and openness. If recorded returns for faulty products continue to result in warnings, the system looks broken and incompatible with *********' stated policy. This lack of transparency impairs my ability to purchase comfortably and feels unfair because the grounds for giving warnings are unclear. Despite Marshalls' confirmation that my returns should not be counted against me, I received a warning, raising concerns about the fairness of the process. I am making an official complaint with the Better Business Bureau (BBB) to address these anomalies and Marshalls' and Retail Equation's lack of responsibility. Consumers deserve a fair and transparent return procedure that does not penalize them for following business regulations.

  Business Response

  Date: 03/05/2025

   

   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:02/14/2025

  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.

  Placed a order at ********** for some jackets in the value of 390.05$. The item was delayed and delayed by ontrack delivery (who i filed another complaint about). Then the delivery details showed delivered (while they were not) and 2 hours after it said delivered, it showed delayed again and not delivered. So now ********** system flags the order as delivered but the ontrack shows as delayed. Contacted **********, they wanted to refund me the money, but were blocked by this company from issuing me a refund. Whole lot of haggling requesting reports to get a refund for a order that was never deliever.

  Business Response

  Date: 02/18/2025

  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:02/13/2025

  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 made a purchase at the local ********* with cash for two items. I went to return both the items which I was within the store's return policy and again I had the receipt and I paid cash for the items. I was then told by the workers they never seen this before and denial slip popped up from the retail equation stating that I was being denied for the following through with my return because this company is collected data against me without my knowledge. Or am am I okay. I have not returned anything outside of any normal activity. I have not paid for anything other than cash. I live across the street from the ********* and I work on old folks home and often have to return things for them. I was an absolutely embarrassed and I want this company to take my information out of their databases. It's been used against me in a way that I had no knowledge of or warning from. They won't help me so that I can return the last two items I want to return and never use ********* again. I'm going to file a complaint against ********* as well. So I want the refund of the $45 from this company or I want to be able to return my items

  Business Response

  Date: 02/18/2025

  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: 02/23/2025

  I pOs cash for the items. They can see on camera they were not stolen. They need to change thier policy if they don't want to except refunds returns if a coupon used. Or they need to give it back. Or simply not take coupons.  As a consumer tat paid cash. I have the right to return a unneeded or unwanted item. Especially if within the return policy. I don't deserve to be treated like a criminal I did nothing wrong.  I will never shop at wallgreens again.  

  Business Response

  Date: 02/24/2025

  
  
  Dear Consumer, 
  
  
  
  After thorough review of your RAR,Walgreens has allowed you to return your item. Please visit the store to process it. However please be aware that the system may deny you in the future if you make additional returns to receive the cash value of coupons.
  
  If you have any further questions or 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:02/01/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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 date of the transaction: 1/28/25 The amount I paid: $48.46 The Business: DSW Designer shoes warehouse The shoes I brought was damaged, I wanted to exchange the shoe for the same shoe. I was declined. the reason was I returned TOOOO many shoes. what is TOOO many? I been shopping with this store for over 18 years. I spend to much money here. I buy shoes more then I buy clothes. they don't I have any problem taking my money. I can shop at other stores, but I shouldn't have to. So should I take my business elsewhere? This is like I Done something wrong, by exchanging so shoes. Like I committed a crime? Take me off this list....... give me a reason I was placed on this list in the first place?

  Business Response

  Date: 02/03/2025

  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: 02/18/2025

   

   I would like to know why it would take 30 days for them to get to this because it dont take them 30 days to take my money. OK I dont agree with the response.

   

  Business Response

  Date: 02/24/2025

  Dear consumer,
  
  
  
  After thorough review of your RAR, *************** has found that return 14647495-776-DBI 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
  ************

  Customer Answer

  Date: 02/26/2025

  dsw do not have a return policy so how could they say that there was no error ,what is DSW return policy? I dont want anything from them. I just wanna know what is the return policy? They can take my money, but they cant return it if the shoes dont fit? I dont just buy shoes for myself. I buy shoes for my grandkids.

• Initial Complaint

  Date:01/24/2025

  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 writing to formally lodge a complaint against ********** regarding a recent experience I had while attempting to return an item, which I believe raises serious concerns about customer privacy and their handling of ************************* visited ********** on 1/24/25 apprx 115 pm to return an item on behalf of my husband. I did not have the physical receipt but had a clear picture of it. The cashier informed me that a picture of the receipt would not be accepted, so I opted for store credit. During this process, the cashier scanned my ID, after which I was informed that my return was denied without any further explanation.I have several concerns about this experience:Privacy Violation: My ID was scanned, and apparently, my information was used by a third-party entity to track exchanges and refunds. I believe this is a violation of my privacy, and I am deeply uncomfortable with my personal information being stored and shared without my explicit consent.Discrimination and Unfair Treatment: The denial of my return without explanation left me feeling discriminated against. Additionally, as someone who primarily shops at ********** for items like flowers (which I dont typically return), being penalized for a return is perplexing and unjust.Risk of ID Fraud: I am a victim of ID fraud and theft, and I am particularly wary about my personal information being mishandled. The fact that someone with my stolen information has previously created a false ID underscores my concern.I am demanding that ********** immediately release and clear my information from their systems. I believe that customers should not be penalized or treated unfairly when they are operating within the store's return policies, which is a basic consumer right.I am seeking your assistance and intervention to ensure that ********** addresses these concerns seriously and implements appropriate measures to respect customer privacy and rights.

  Business Response

  Date: 01/27/2025

  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:12/18/2024

  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.

  So my complaint about the company that does verifications for customer ***********************. I am an employee of autozone, and i've been there for twenty three years.I went to ***** a defective swap under manufacturers warranty exchange without a receipt which had my district manager's approval?I was denied for the amount of returns over the last two years through autozone.When I requested the report, I had a total of 4 returns in the last 2 years, one of which was denied, which was the defective swap. No money to be exchanged, just a swap.l There was no reason for flagging me and declining me. Out of the other three returns, there was a total of eighty three dollars so I haven't returned a lot in the past couple years. When they return was declined, I had to notify my district manager being in a supervisory position. This actually makes me look really bad at work and possibly could affect my employment. Basically, how can you trust someone to have over a million dollars inventory? When they can't even do a defective swap without being flagged. I called the establishment multiple times and they were of no help.Whatsoever. i was told basically I can dispute it, and then they will decide from there. I feel my rights are violated as a consumer.And when you online search their company, there's nothing but complaints from other people being treated the same.Not everyone is innocent, but the innocent shouldn't be treated guilty.

  Business Response

  Date: 12/19/2024

   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:12/12/2024

  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.

  I purchased a deck box for $135 online at **************. It was delivered on 11/30/24. I attempted to start return process the very day I received ss I ended up not needing the size ordered, it was too large. It is a returnable item. It was unopened and ordered online so order info and receipt verifiable through my online acct. I was flat out denied a return without warning. I received a TRE ref code which I immediately filed and received report the next day via email. This report shows ALL returns in a 2-year period. I had 3 returns ALL with receipts. Two receipts was for a $30 and $26 doorknob purchased during a home remodel and a sink faucet $135. All were returned with receipts, unopened, inspected and approved by return desk. I was denied this return because of these returns and my return behavior indicating fraud abuse!!! This is NOT ACCEPTABLE. How dare THE RETAIL EQUATION AND **** DEPOT THD treat honest customers in this fashion and deny *********************** with no valid reason other than lies and algorithms that are falsely labeling people as frauds. Also yes when I made those returns I provided my license to clerk under assumption it was to confirm my identity, I did NOT provide to allow them to share my identity with other companies. Talk about fraud, what *** did to me is considered ****** When I was denied I was flabbergasted and thought it was an error so I attempted several returns online within minutes apart, all were declined & received new TRE ref # so now my acct shows 3 receipt approved returns & 7 declines within minutes apart totaling near $800 all for this one deck box, what a joke! I DEMAND THIS BE REMOVED FROM MY RECORD AND ALL MY PERSONAL INFORMATION OUT OF YOUR SYSTEM AS I NEVER GAVE YOU PERMISSION TO HAVE IT. *** NEEDS TO INFORM CUSTOMERS WHAT THEY INTEND TO DO WITH CUSTOMERS ID BECAUSE BY NOT INFORMING CUSTOMERS THEY ARE THE ONES COMMITTING THE ****** REMOVE MY NAME AND THIS FALSE INFO YOU ARE SHARING WITH STORES CAUSING UNFAIR DENIALS.

  Business Response

  Date: 12/16/2024

   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: 12/16/2024

  Below is the requested TRE # you requested. I received this TRE from ********** chat agent on 11/30/24. Please get this resolved ASAP.
  

  569799258-553-THD

  Business Response

  Date: 12/17/2024

   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: 12/19/2024

   I am awaiting The Retail Equation review of the claim which they stated could take up to 30 days. Please review ASAP.

  Business Response

  Date: 02/24/2025

  After thorough review of your RAR, ************** has found that return 575494999-866-THD was not in error. However, The ********** has allowed a one-time approval for the transaction mentioned above, youll have between 02/24/25-03/07/25 to complete this return. Please keep in mind that there are a few ways to prevent future denials for non-receipted returns with original tender of store credit.Please contact ******************************* by phone at ************** to process your refund.
  
  
  
  -         Avoid receiving store credit when possible. Be sure to have merchandise returns refunded to your original form of payment.
  
  -         Sign up for a PRO Xtra account to help track your purchases and returns.
  
  -         Return the merchandise within the allotted returns period.
  
  
  Regards,
  The Retail Equation
  Customer Service
  ************