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Business Profile

Discount Stores

Ross Stores Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Discount Stores.

Important information

  • Customer Complaint:
    BBB’s profile for Ross Stores was created in May 1996.  A review of complaints was completed in November 2024. For questions related to the general return policy, please visit Ross's Contact Us for information on their return policy. 

Complaints

This profile includes complaints for Ross Stores Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Ross Stores Inc has 315 locations, listed below.

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    Customer Complaints Summary

    • 218 total complaints in the last 3 years.
    • 84 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:06/28/2025

      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.
      Absolutely, *******. Heres your finalized message with todays date and the specific store location included:---Subject: ************************ Concern ********************, ********, ** Date: June 28, 2025 Dear Store Manager,Im writing to express my deep disappointment with the treatment I received at your Ross Dress for Less location on ********************* and **** in ********, ***********On a recent visit, I returned to exchange a belt that broke after only one day of normal use. Though I had misplaced the receipt, I approached the situation politely and expected a fair resolution. One associate initially agreed to process the exchange, and I took the time to locate the exact same item to facilitate the process. However, another associatewho appeared to be supervisingoverrode that decision without explanation.This left me receiving two different stories and no resolution, all while wasting my time. To make matters worse, the associate who treated me most dismissively refused to give me her name, despite my respectful demeanor ************* a 56-year-old man with a strong track record of integrity and excellent credit, Ive never experienced such treatment in a retail setting. I wasnt asking for anything unreasonablejust to be treated fairly and allowed to continue giving your store my business.I respectfully request that this matter be reviewed and appropriately addressed. At the very least, I deserve to be acknowledged with courtesy and respect.Sincerely,******* ******** *********************** ---If youd like, I can help you email it or format it for printing. Just say the word.

      Business Response

      Date: 06/30/2025

      Dear ******* ********,

      Thank you for taking the time to bring this matter to our attention. 
      On behalf of Ross Stores, I apologize for your recent shopping experience at our store.  Your comments have been sent to our District Manager, who will address this situation with the store management team. 

      You can return the item to your nearest **** location with the receipt and tag for the article. If the product is defective, ask to speak to the manager on duty as they will need to assist with a defective return to see if it is acceptable per our return/exchange policy. 

      For more information regarding our return/exchange policy, please visit our website at ******************************.

      We appreciate your business and hope youll find all your treasures at Ross Stores.

      Sincerely,
      *** ********
      Customer Service
      **************
      CS Hours: Monday thru Friday 

    • Initial Complaint

      Date:06/25/2025

      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 requested the Tuesday 55+ discount, and the employee asked for my ID. I felt that this was a form of age-based discrimination.

      Business Response

      Date: 06/25/2025

      Dear Anna Franco,

      If you’re 55 or older, it makes you eligible for a 10% discount on any purchase made on a Tuesday.

      Show an ID with your age or date of birth and the store will issue you a Tuesday Club Discount on your purchase.

      Thank you for your interest in Ross Stores and happy shopping!


      Sincerely,

      Ira Birdwell
      Customer Service
      1-800-335-1115
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0445685

    • Initial Complaint

      Date:06/03/2025

      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.
      Today 6/3/2025, I visited the ************** located in downtown ****** *****. When I informed the cashier, associate #*******, about the 55+ discount advertised for Tuesdays, she refused to apply it after ringing up my items. As a result, I returned all the items I had purchased. I am a regular customer at this store, and this is the first time I have been denied the discount by an employee. If the company has discontinued this discount, it needs to update its policy and advertising accordingly and retrain its staff.

      Business Response

      Date: 06/04/2025

      Dear ***** ******,

      If youre 55 or older it makes you eligible for ****************** program discount, which is  10% off on any purchase made on a Tuesday.

      Show an ID with your age or date of birth and the store will issue you a ************ Discount.

      Thank you for your interest in Ross Stores and happy shopping!


      Sincerely,
      *** ********
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0441894

    • Initial Complaint

      Date:06/03/2025

      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.
      On May 29, 2025, at around 8:00 PM, I visited Ross Dress for Less in *************************, ** (ZIP *****) and accidentally left my blue pashmina scarf (valued at over $450) in the fitting room. I left the store around 9:20 PM. The scarf was a gift from my mother and holds deep sentimental value in addition to its financial worth. After returning home around 9:50 PM, I immediately called the store. A staff member responded vaguely but acknowledged it may still be in the trial room.I returned at 10:15 PM and saw staff still inside. I called again from outside. A female employee confirmed seeing a blue scarf but refused to return it, citing that the store was closed. I requested she simply hand it to me or bring it at 11 PM when they leave. She hung up mid-conversation. A manager later opened the door to let someone out; I politely asked for the scarf, and she shut the door in my face. Follow-up calls were ignored.The next day (May 30), I visited again at 4 PM. A different manager said the scarf was not found and refused to confirm who was working the night before. **** Corporate later stated security footage confirmed I wore the scarf into the store and left the store without it, but offered no further update.That evening (May 30) I visited the store again at around 9 PM, I spoke to the manager from the prior night. She was initially rude, then admitted telling corporate that the footage showed me entering with the scarf and no longer having it after using the fitting room but still claimed we dont know where it is. When I said Id file a complaint, she replied, Do whatever you want.I was issued a **** corporate case number on May 30: CS0441121, but no action has been taken so far.This has caused mental distress, public embarrassment and may involve theft of confirmed-located personal property. I respectfully request a full investigation and return of my property.

      Business Response

      Date: 06/03/2025

      Dear Dr. ******** ****,

      Thank you for taking the time to bring this matter to our attention. **** is note responsible for personal items.

      Im sorry to hear about your loss.  We have contacted the store. Your email has been forwarded to the store management team in the event that someone would return your property so we can contact you.

       

      Kind Regards,

       

      *** ********

      **** Customer Service 

       

      **************

      Customer Answer

      Date: 06/04/2025

       
      Complaint: 23408496

      I am rejecting this response because:

      Dear *** ********,

      Thank you for your response. However, I must respectfully express that ****** general policy of "not being responsible for personal items" cannot be used to justify the confiscation or mishandling of a customer's clearly identified and acknowledged property.
      Let me be clear:

      1. Your own store employee confirmed over the phone around 10:17 PM on May 29, 2025, that she can see my blue pashmina scarf still in the fitting room. I was standing right outside the store at the time and requested that it be returnedyet she refused. This scarf, over 60 inches long, could not have simply disappeared in a secure, monitored environment.

      2. I visited the police station on May 30 2025 in ************ (PA *****) and was told that this is a clear case of theft, and I was advised to escalate the matter to the *******************************************. The officer also noted that this may not be the first such incident, which raises serious concerns about ethical conduct at this store location.

      3. I have screenshots (as attached) and records of all phone calls made to the store on May 30. I am fully prepared to share these and pursue legal avenues if necessary. I will not allow my mothers giftan item of both significant monetary and deep sentimental valueto be ignored or wrongfully retained.

      I urge you to review the store's surveillance footage between 8:00 PM and 10:45 PM on May 30. The footage will clearly corroborate my account.

      I expect this matter to be taken seriously. Please ensure a thorough investigation is conducted, and the item is returned to me immediately. I trust **** values its integrity and customer trust more than to allow this incident to be dismissed without resolution.

      Sincerely,
      Dr. ******** ****

    • Initial Complaint

      Date:06/02/2025

      Type:Product Issues
      Status:
      Resolved
      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 PHYSICALLY ASSAULTED BY ******, *****. ***I VISITED ROSS DRESS FOR LESS STORE #**** IN ************** ON MAY 22, 2025. I WAS IN LINE FOR A RETURN & REGISTER #7 WAS AVAILABLE. SHE TOLD ME TO GO TO REGISTER #3. THE LADY AT REGISTER #3 GAVE ME A VERY NASTY LOOK AND CLIMBED OUT OF THE REGISTER AREA AND WALKED OFF. I WENT BACK TO REGISTER # 7. SHE HAD AN ATTITUDE. I COMPLTED MY *********** WAS STILL AT THE REGISTER WITH MY HEAD DOWN AND PUTTING MY CARD BACK MY ********** WAS HIT WITH A BUNDLE OF CLOTHES BY THE CASHIER, SO I PUSHED TO CLOTHES BACK AND SAID HEY IM STILL STANDING HERE THEN SHE THREW MORE CLOTHES ON TO THE REGISTER. I ANGRILY I WENT OTHER REISGTERS & ASKED THEM CALL THE MANAGER AND I WAS TOLD THAT SHE WAS THE MANAGER, *****. I I WAS VERY ANGRY & i WANTED TO PUT MY HANDS ON, BUT I DIDNT HAVE TIME TO GO TO JAIL BECAUSE BECAUSE WE WERE LEAVING THAT NIGHT TO GO TO ***********, ** FOR MY DAUGHTERS WEDDING.I CALLED YOUR CORPORATE OFFICE ON TUESDAY, MAY 27, 2025 AT **************** AT ABOUT 2:27 P.M. & SPOKE TO ******* AND TOOK MY COMPLAINT (# *******) BECAUSE I WAS PHYSICALLY ASSAULTED BY MANAGER, *****. I REQUESTED A CALL BACK FROM THE DISTRICT MANAGER. THE *** INFORMED ME THAT **** ****** WOULD CALL ME BACK.I RECEIVED A CALL FROM ***** AT THE STORE AT 3:24 P.M. AND I INFORMED HER THAT I WANTED THE DISTRICT MANAGER TO CALL. SHE INFORMED ME THAT SHE WOULD SPEAK WITH BOTH EMPLOYEES AND OFFRED ME A 25% DISCOUNT ON MY NEXT ********* TOLD HER I DIDNT WANT A DISCOUNT THEN SHE STATED THAT SHE COULD LEAVE A $25.00 GIFT. AFTER HER CALL, I IMMEDIATELY CALLED THE CORPORATE OFFICE BACK & INFRORMED THE *** THAT I REQUESTED THAT THE DISTRICT MANAGER CALL ME BACK, BUT I RECEIVED A CALL FROM ONE OF THE STORE MANAGERS. INFORMED THE AGAIN *** THAT I REQUESTES A CALL FROM THE DISTRICT MANAGER, **** ******. AS OF TODAY, THE DISTRICT MANAGER, **** ****** HAS NOT CALLED ME AS REQUESTED ON BOTH CALLS TO THE CORPORATE OFFICE CUSTOMER SERVICE.

      Business Response

      Date: 06/03/2025

      Thank you for brining this to our attention. Your case has gone for investigation with HR and DM, as they are looking into this and taking action as needed.  Our District will contact you directly.

      Customer Answer

      Date: 06/04/2025

       
      Complaint: 23406827

      I am rejecting this response because:  I was finally contacted by **** ****** on yesterday and informed that ***** is not a Manager, but a new AREA SUPERVISOR!!!  I'm requesting that she be severly disciplined altough she truly needs to be fired or demoted because of her unwarranted actions (very nasty attitude and demeanor) and assault (throwing clothes on me while I was at the register) against me.  She is extremely unprofessional to say the very least!!!  SHE IS A VERY POOR REPRESENTATION FOR ROSS DRESS FOR LESS!!!

      Sincerely,

      ****** **********

    • Initial Complaint

      Date:05/30/2025

      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.
      Long story short- On May 20, I purchased over $400 dollars worth of items from the ***** location (heading out of town last minute) only for the employee (black hair and glasses) and one of the managers(pictured below) to ball my items up as if they were pieces of trash and stuff them into one big bag. I removed all of the hangers trying to be helpful only for the manager to tell me its not their job to fold the clothing or even put it in the bag neatly. Not to mention when I gave her all of the hangers so threw them on the floor and said another employee can pick them up later. Fast forward to May 30. I had to return a few items that didnt fit. I saw the manger that had previously been extremely rude to me, however luckily I didnt have to go to her register. As I was leaving the same manager pictured below decided she would call over another employee and talk about how I was in the store before and asked if she could fold my items. She proceeded to laugh about how she doesnt have to fold or put anything in the bag nicely. I felt bullied and humiliated. I didnt say anything to the manager, so why did she feel this was ok being a manager at that. She was so rude and nasty to several customers. She talked about how the management is lazy and she has to do everything(being the assistant manager I guess). Keep in mind the line was backed up all the way to the back of the store and items were on the floor in most of the isles. Needless to say, I wont be back.

      Business Response

      Date: 06/03/2025


      Dear ***** ******

      Thank you for taking the time to bring this matter to our attention. 
      On behalf of Ross Stores, I apologize for your recent shopping experience at our store.
      Your comments have been sent to our District Manager, who will address this situation with the store management team.  Making sure our customers have a good shopping experience is important to us, so we appreciate your feedback.
      Thanks for sharing your experience with us so we can make it better!

      Sincerely, 
      *** ********
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0441684

    • Initial Complaint

      Date:05/24/2025

      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 am writing to request your assistance with a recent issue. I purchased an item from your Ross Dress for Less Store #**** on approximately 4/18/2025 but unfortunately, the security tag was not removed at checkout. I did not realize this until I went to wear it a couple weeks later. I understand that I no longer have the receipt; however, I can confirm that the item was purchased at your store recently. It is new with Tags. Im happy to provide any additional information you may need, such as the item details, payment method used, or even return to the store with the item and my ***** appreciate your guidance on how to resolve this so I can have the tag removed. Thank you for your time and understanding.

      Business Response

      Date: 05/27/2025

      Please call us here with payment details, such as date purchased total amount and we will assist.

      .

       

      **************

    • Initial Complaint

      Date:05/10/2025

      Type:Billing 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 signed up for automatic payments on my credit card by a representative of the **** credit card. They took my payment on the due date, but still charged me a late fee. They refuse to remove it and are not willing to budge even though the issue was on their end and I made my payment on time. I only had about 2-3 dollars left to pay off my balance and now they have added almost $40 over the bogus late fee. I have tried contacting them multiple times and they refuse to acknowledge my concerns or find a resolution.

      Business Response

      Date: 05/12/2025

      Who do I contact about issues with my card?
      If you are having trouble with your **** credit card, you should contact ********************* by logging into the Account Center page.
      You can also contact the phone number on the back of your card:
      **** Credit Card: **************
      **** Mastercard: **************
      You can sign into Account Center to chat with an associate or send a message through **********************

      Customer Answer

      Date: 05/12/2025

       
      Complaint: 23314190

      I am rejecting this response because:

      Sincerely,

      ***** ********

      Business Response

      Date: 05/13/2025

      If you are having trouble with your **** credit card, you should contact ********************* by logging into the Account Center page.
      You can also contact the phone number on the back of your card:
      **** Credit Card: **************
      **** Mastercard: **************
      You can sign into Account Center to chat with an associate or send a message through ***************************

    • Initial Complaint

      Date:05/08/2025

      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 in the store this evening 5/7/2025 for about 45 minutes (9:30 to 10:15pm) with my wife and during that time an employee was speaking very loudly about sexual content while working at one of the registers. She was a large, young woman. She was darker in color, possibly Hispanic. She had a nose piercing in her right nostril. While I was shopping in the men's section, she spoke very, very loudly using profanity constantly. She repeated the f-word more than a dozen times all within earshot of myself and other patrons. While in the line to check out, she was still talking loudly about *** and brought up foreplay and made several very private and lewd comments about ***. She used the term c** in reference to o***** and was not shy about sharing her opinions with other employees. I was very uncomfortable and deeply offended. I wanted to leave as soon as possible. She was talking with a few other employees, not one of which I could hear speaking. She was even asked to speak quieter by one of her colleagues but to no avail. I want this behavior to be addressed and corrected, preferably by education of the employee; however, I got the impression from the other employees that this is a multiple offender and makes the patrons as well as other employees uncomfortable. Education may not suffice.

      Business Response

      Date: 05/08/2025

      Dear ******* *******

      Thank you for taking the time to bring this matter to our attention. 
      On behalf of Ross Stores, I apologize for your recent shopping experience at our store.
      Your comments have been sent to our District Manager, who will address this situation with the store management team.  Making sure our customers have a good shopping experience is important to us, so we appreciate your feedback.
      Thanks for sharing your experience with us so we can make it better!

      Sincerely, 

      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0437009

    • Initial Complaint

      Date:04/28/2025

      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.
      On Thursday 4/24/25 i purchased $94 in make up and upon taking it home putting it on it was for my wedding so i didnt have a chance to put it on until the day of my wedding and it was old and cracked! You couldnt tell it was old and cracked just by looking at it though the Danville **** refused to give me a refund because i opened it i shop at **** 24/7 so initially would wouldve thought the make up would be old. I would like a refund $94 isnt much but in this economy its too much to be wasting on old make up when i couldve spent it on something else.

      Business Response

      Date: 04/28/2025

      **** Case: CS0435270

      Customer-****** ****** has been reached regarding defective item purchased which with tax is $10.91. Customer accepted the credit back to her Debit card used in original purchase for return and resolution. In future returns, customer will seek assistance with manager on duty as an attempt to resolve or reach out to customer service as she's a long time **** customer. 

      It was a pleasure working in partnership with ****** to resolve this issue. 

      If any further concerns, please contact **** ***************** reference Case: *********

      Thank you,

      **** ***** (CSR) 

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