ComplaintsforThe Retail Equation

Point of Sale Systems

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Initial Complaint
05/13/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
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
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 response
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
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 response
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
05/13/2024
Complaint Type:
Delivery Issues
Status:
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.
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
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 response
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
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
05/11/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
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
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 response
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
05/11/2024
Complaint Type:
Delivery Issues
Status:
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.
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
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
Initial Complaint
05/07/2024
Complaint Type:
Service or Repair Issues
Status:
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.
496065726990THD is the transaction ID number I did the same transaction on 5-4-24 thru 5-6-24 at two different ********** with this water heater that rheem approved for the warranty mind you the customer still has no hot water and they denied the return and told me to talk to the retail equation people and bla bla bla and get a RaR I did all that now prior to me doing this return I want you to provide proof that I have done a return in the last 1year with out a receipt not possible I demand that you remove my file and allow me to run my business with out this company in my way,wish I could bill this company for how much time you have taking for me to try and resolve this.Please remove my file I need the credit for this water heater.
Business response
05/08/2024
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
04/16/2024
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
Re: # *********-256-THD I have had only 4 interactions with ********** to date. All 4 were received damaged beyond repair.10/23.23: $1050.91 Couch arrived broken in 2. Returned same day 11/2/23: $860.71 Ordered a different couch. Opened upon delivery.Holes in fabric. Refused delivery 3/20/24: $1229.97 received water filter significantly damaged. Returned 4/5/24: $1097.06 Reordered same water filter. Was probably the same unit. Significant damage to the stainless steel cylinder. Return denied. Had I known that my ********** purchases would be as catastrophic as this, I would have never even looked at this company. I cannot see how this can be portrayed as fraud. I do not profit from any of this. All 4 returns were for damaged goods. All returns were initiated the same day as the delivery. In fact, this whole exercise has robbed me of a significant portion of my life. This filter is imperative to my health. Without it I must wash with distilled water from jugs. I just want this useless piece of stainless steel that once was a very expensive water filter out of my house and I want the $1097.08 reimbursed to my account.
Business response
04/19/2024
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 30 days.

Regards,
The Retail Equation

Customer response
04/19/2024
Waiting 30 days to receive my refund for a visibly damaged, unusable piece of equipment is not acceptable to me. Also it takes physical space in my home- it is unreasonable to ask me to store it for a month.
Initial Complaint
04/09/2024
Complaint Type:
Product Issues
Status:
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.
The Retail Equation (TRE) has used my information to deny my returning without a receipt for a period of 180 days. I was issued a warning when returning stocking stuffers I found in my husbands home office that we never ended up using, still with ********* stickers intact. He told me the receipt was thrown out. I said I could return without a receipt for merchandise credit if I gave my drivers license, which I did. The ********************** was for a total of $15.98 (2 items) and I was given the warning receipt and told to call the number for TRE to request my report. I received my report and in the past two years, I made 5 non-receipted transactions totaling $55.92. The highest single transaction was $15.98. When I called, I was told by a nice agent there that I could easily dispute the warning, so I followed the protocol and emailed a letter and TRE report. I was denied with a form email that stated: After review of your dispute letter, *** Companies has elected not to provide further accommodations at this time. Please retain your receipts for future returns.I sent a second request and was sent the same email almost immediately, with no explanation. I sent a third letter with greater detail as to the exact steps I took that day, since it was in a shopping plaza that I have been going to for over 20 years. And again, I was sent the identical form email.I am a Platinum TJX card holder. I have been shopping at this particular Marshalls store for over 20 years. I have no balance on my credit card and have a credit score of 843. Do you believe that TRE is being fair in revoking non-receipted return privileges for an under $20 return? I followed all store protocol for a non-receipted return. I gave them a valid MA drivers license and I was warned, for a ***************************** for store credit. The Retail Equation is unfairly penalizing me on very minor transactions. I am requesting that my files with TRE be deleted and the warning revoked. ID: **************
Business response
04/12/2024
Dear Consumer,

After review of your dispute letter,TJX Companies has elected not to provide further accommodations at this time. Please retain your receipts for future returns.

To submit a consumer statement into your file for disclosure, please include the reference ID number for the ************************* you wish to dispute. Please email your consumer statement to *******************************************.

Regards,
The Retail Equation
Customer Service
************
Initial Complaint
04/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I went to return shoes purchased at DSW and was told I could not return them even with a receipt.
Business response
04/04/2024
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 response
04/04/2024
Ive sent you the transaction # twice, and I already received a six page printout of all my purchases and returns. The purchases in store were mostly made with a receipt. The purchases on line often came with no invoice, just a box or boxes of shoes which I returned to the store beacause a DSW is only 3 blocks from my house and I thought that would be easier. All those purchases on line could be looked up in your system because they were all made on thesamecreditcard. I have never tried to defraud this store, in my closet I have literally 25 pairs of shoes I bought from DSW. This last pair of shoes I bought were for my mom on a buy one get one half off. I bought her a pair of ****** and I got the sauconys that I want to return for $24.90. The ****** fit but the sauconys were too small. I went to return them with a receipt and was told you would not take them back. The night before, I ordered a size 9 pair of Sauconys for my mom, and the agent let me get the half price deal and I brought the 81/2 shoes back the next day. All this info will be in my history. So my mom is keeping the 2 pair that fit and all I want is to return the pair that dont fit. The transaction # ********-190-DBI. I got the ****** at the ************** store and the Sauconys at the ****************, that is why they are not on the same receipt. I have shopped DSW for over 20 years and Im very upset by this incident.i did not know that buyingand returning shoes within a few days was a reason to be denied service. I urge you to reconsider your decision and I will try to be a better shopper in the future .Thank you
Business response
04/30/2024
Dear Consumer,

After thorough review of your RAR,*************** has found that return 10943253-190-DBI was not in error. However, *************** has temporarily re-established your ability to conduct returns from 04/12/2024-05/12/2024 and once your approval window has completed future returns may not be accepted if your return activity has not improved.

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 Servic
Initial Complaint
04/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I work for a nonprofit and I purchase large amounts of sports equipment and gear for kids. For the items that don't fit, I return them unused, with a receipt, and within the 90-day return window.Last week, I bought two pairs of soccer cleats (same pair of shoes, but different sizes). When I attempted to return one pair (unused and with a receipt), my return was declined.All of the returns I make are products that are unused, with a receipt, and within the 90-day return window. The Retail Equation is penalizing customers that are abiding by store policies and this has created a huge hassle.Dick's is obligated to allow me to return items that meet its return policy.
Business response
04/04/2024
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 response
04/22/2024
Hi *********

The Retail Equation is asking for the corresponding Transaction ID. I provided this information as an attachment in my original complaint statement. It feels like a stall tactic to ask for it again.

Nonetheless, here is the Transaction ID: ***************** (also attached).

I would like The Retail Equation to reinstate my ability to return unused items to Dicks Sporting Goods that have a receipt and meet Dicks return policy.

Thanks

****

Business response
04/22/2024
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 response
04/25/2024
I will wait to see the results of their review.
****
Initial Complaint
03/27/2024
Complaint Type:
Product Issues
Status:
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.
They blocked me from creating a return for no reason
Business response
03/28/2024
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

Customer response
03/28/2024
I was trying to have the ********** refund me for an order which (they agreed) I never received. However since you put a restraint on my account, they are unable to issue a refund.
Business response
04/04/2024
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

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