Business Profile

Discount Stores

Ross Stores Inc

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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

Customer Complaints Summary

220 total complaints in the last 3 years.
83 complaints closed in the last 12 months.

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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:05/20/2024
Type:Customer Service 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.
The date is May 16th 2024 9:14pm.Hello my name is *************************** I have been shopping at **** since i was a kid...I love ****.But the problem im having is the loss pervention people treating me like im going to steal something in the ross stores...Deafamation of character...How am i supposed to feel comfortable in **** if all they do is follow me, watch me from the end of the isles, peaking their head around the corner at the end of the isle..I have never complained ever..Im not that type of person..But i started crying in the store because of the way they have been making me feel in this store. I seriously cant belive it.!!!Harrasment Deafamation of character...
Business Response
Date: 05/21/2024
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. Please let us know the store location so I may send this 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
Initial Complaint
Date:05/17/2024
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 was given a gift from **** with tag still attached. It does not fit my child and when I went to return it, they said it would only be worth $.49 and I cant even exchange it for something thats the same price. There is no flexibility. **************** agents are equally as rude as the staff and nobody is helpful or accommodating. They said after 30 days everything is marked $.49 even though there has never been anything in the store that Ive seen marked that low. Im pretty sure something fraudulent is going on here. all of this is over an eight dollar item
Business Response
Date: 05/21/2024

Thank you for contact **** regarding our return/exchange policy.

As a discount retailer, our stores markdown merchandise on a weekly basis. Depending on how long the merchandise has been in the store, items will reduce to a value of .49 or be completely out of the system. This will affect the return of non-receipted items as we dont know when the item was purchased. The item can be returned to our locations with the tag only and are subject to our full return policy. Our return policy is printed on the reverse side of the register receipt, posted at each register and is detailed on our website www.rossstores.com
Customer Answer
Date: 05/21/2024

Complaint: 21727979

I am rejecting this response because:
They dont mark ******** to .49 in store. To give credit for less than $1 and not provide an option to make an exchange for the value of the item is unheard of. I will make sure nobody I know ever shops there again
Sincerely,

***************************
Business Response
Date: 05/22/2024
Thank you for contact **** regarding our return/exchange policy.

As a discount retailer, our stores markdown merchandise on a weekly basis. Depending on how long the merchandise has been in the store, items will reduce to a value of .49 or be completely out of the system. This will affect the return of non-receipted items as we dont know when the item was purchased. The item can be returned to our locations with the tag only and are subject to our full return policy. Our return policy is printed on the reverse side of the register receipt, posted at each register and is detailed on our website www.rossstores.com
Initial Complaint
Date:05/16/2024
Type:Product Issues
Status:
ResolvedMore 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.
On November 23rd 2023 I purchased a gift card for my daughter at the **** on ************* in ************ **. Several months later I gave it to her as a gift and when she tried to use it it had a 0 balance. I took it back to the store and the store advised me that the gift card that I had in hand and the gift card receipt had 2 different numbers on it. What could have happened is that the person did the gift card swap where they Swiped the card and kept it and gave me the one with the 0 balance. The customer service rep. ** the Philadelphia store said that she could not help me and that there was nothing they could do. I have a copy of the purchase receipt. I called the 1 800 customer service number as well. And no one would assist.
Business Response
Date: 05/16/2024
Dear ***********************,

Thank you for taking the time to write our offices.

Additional information is needed to assist you further. Please contact our customer service number below for further assistance. Please have receipt information available when calling.

************** Mon-Friday 6:00 AM-6:00 PM PST

Please reference: Ticket ID# *********

We value your business and we hope you will continue to shop for great bargains at *********

Sincerely,
***********************
Customer Service
**************
CS Hours: Monday thru Friday
Customer Answer
Date: 05/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************
Initial Complaint
Date:05/12/2024
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.
**** sold me a pair of Chaps jeans with the pocket sewn to itself. I called the store to do an unreceipted return and explained what had happened. During the call, they agreed to accept the return of the defective product they were selling. I went to the store and they denied the return, contrary to the verbal commitment they made.They're violating UTPA laws by profiting off of returns policies they don't adhere to.
Business Response
Date: 05/13/2024
Dear *****************,

First of all, my apologies for the problems you experienced with the item purchased. 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 www.rossstores.com.

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:05/08/2024
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 have purchased shoes for my daughter at Ross dress for less at *********************************************** location on 5/4/24. The security tag from one shoes got removed, however, the other one was not removed. I came back to the store on 5/6/24 and requested for the tag to be removed and was strongly advised by the manager to bring back the receipt, since they were not able to look up my receipt electronically through my credit card information. I came back (3rd time) on 4/7/24 with the receipt and ask the same manager to remove this for me since now I have the receipt. This time I was told by the manager ******** that she was not able to remove the tag even with the receipt. She also stated that I can cut it myself with the wire cutter. To which I responded that it would be dangerous since there are warnings written on the tag that it can cause injury. I left the shoes at the store since they were not able to assist me with the tag removal. This was a mistake of their own employee not removing that tag that caused me unnecessary trips to the store, time, and stress on being poorly treated. Once the tag is removed, I would like to pick up those shoes at a different location since at this location they treated me like a thief. Very disappointed in customer service at this store. They will never have my business again. The receipt is attached and, as I understand, it was charged as denim/gold 2PC clo.
Business Response
Date: 05/08/2024
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 and follow up with you. 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
Initial Complaint
Date:04/27/2024
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 returned some items last week to **** and they have not refunded me any money yet. I want my money back!
Business Response
Date: 04/29/2024
Dear ******,

Thank you for taking the time to write our office. Depending on the financial institution, credits will generally post to accounts within 3-5 business days. I have provided the information below to assist you with contacting your bank to identify the funds that have been returned to your account. Please use the reference number below and ask for the dispute department within your financial institution to locate these funds.

REFERENCE # CS0368476

We value your business and we hope you will continue to shop for great bargains at *********

Sincerely,
***********************
Customer Service
**************
CS Hours: Monday thru Friday
Customer Answer
Date: 04/30/2024

Complaint: 21634381

I am rejecting this response because:
It has been over 3-5 business days and my $ is not in my account!!
Sincerely,

********************************
Business Response
Date: 05/01/2024
Please check with your financial institution or give us a call here at **************. Please have your receipt number or card available when calling and we can check on our end.

Kind Regards,

***********************
Customer Service
**************

Customer Answer
Date: 05/04/2024

Complaint: 21634381

I am rejecting this response because:
I dont know where my money is!
Sincerely,

********************************
Initial Complaint
Date:04/22/2024
Type:Billing Issues
Status:
ResolvedMore 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 of $174.32 on 12.8.23 with my debit card. **** decides to wait a month later and debit my card on 2.6.24 for the same amount which caused my bank account to go in default. I had to make a duplicate payment for something I had no control over. My bank gave me the money back but reversed it again, so now Im responsible for another $174.32. How can you charge someone for something two months later from a debit card.
Business Response
Date: 04/23/2024
Customer called in and was advised this is a banking issue. Customer may dispute if needed. No double charge on our end.

Kind Regards,

***********************
Customer Service
**************
Customer Answer
Date: 04/23/2024

Complaint: 21610589

I am rejecting this response because:
my bank stated that it was not an issue on their end. My bank has nothing to do with the fact that **** waited two months to handle a transaction that should have been handled the day I purchased the merchandise. I used my debit card, not a credit card nor a check. The cashier seemed to be having issues with the register that day but she gave me a receipt as if everything was fine.
Sincerely,

Khanshannon *********
Business Response
Date: 04/23/2024
Please reach out to your ******** institute, as they have a ************* to assist you further.

Kind Regards,
Customer service

Customer Answer
Date: 04/23/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Khanshannon *********
Initial Complaint
Date:04/17/2024
Type:Order 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.
Unable to speak with anyone at the corporate office. Emailed the appropriate way to communicate with corporate office still no response, Just wanting my pay stubs. That's all. Can I get any help, I am not sure who else to contact. Thank you for your time. *************************
Business Response
Date: 04/17/2024
Dear *************************,

Thank you for taking the time to write our offices. Please contact ****************************** for further assistance.

Sincerely,
***********************
Customer Service
**************
CS Hours: Monday thru Friday
Initial Complaint
Date:04/12/2024
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.
Didn't receive my last check and HR is giving me the run around. Contact the store several times. HR twice. My check was issued March 15, 2024 in the amount of ******
Business Response
Date: 04/16/2024
Dear ***************************,

Thank you for taking the time to write our offices. Please contact ****************************** for further assistance.

Sincerely,
***********************
Customer Service
**************
CS Hours: Monday thru Friday
Initial Complaint
Date:04/11/2024
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.
On 4/7/2024 i went to Ross dress for less to do a return. I have my receipt, the tags attached to the merchandise . As the cashier was processing my return, to my surprise he asked to see my driving licence. I asked why since the receipt is available . It is their policy since it has been more than 30 days. I was expecting like some retailers do even **** did, they will issue a gift card instead of credit or cash which is no problem. I asked to speak to a supervisor , she said it is the policy and they will track my return 3 of them with my driving licence. I was not confortable being treated like a "thief". I understand 100% they want to track the refunds with no receipts, the frequent refunders. But I do not feel comfortable to have my ** avceccibje to a non secure system accessed by any of security employees whom are no sworn officers of the laws. I have no problem if I do not have a receipt. But I feel the receipt is the ** of the merchandise and to top it he asked to see the last 4 digit of the credit card I used. I am appalled by the treatment I received and people waiting to be checked out. He was the only cashier .it is only $10.64 . I did give my ** to get the gift card and left. . I sat in the car and cried. I am 71 years old , a professional retiree and get my dignity questioned by two young people.
Business Response
Date: 04/12/2024
Dear ***************************,

Thank you for taking the time to write our office. On behalf of Ross Stores, I apologize for your recent shopping experience at our store. Below is a copy of our return/exchange policy.
Our return policy is printed on the reverse side of the register receipt, posted at each register and is detailed on our website www.rossstores.com

If we can assist further, please call our customer service number below.

Return/Exchange Policy:
Ross Stores uses a refund verification system. All returns are subject to system verification. Please keep and use your receipt on all return and exchange transactions as there is a limit to the number of no-receipted refunds allowed by the system. A valid picture ID (Drivers License, State Photo ID, Passport or Military ID) may be required and will be entered into the system for refunds. Please note that your refund may be declined by the system.
Refunds, store credit or exchanges will not be given on any merchandise that is used, worn or altered.
A five (5) day waiting period is required for a cash refund on all merchandise purchased with a check.
Full refund on merchandise (not used, worn or altered) accompanied by the original receipt within 30 days of purchase will be refunded in the same form of payment in which it was purchased.
Merchandise returns with a receipt older than 30 days will be exchanged or credited with store credit.
Merchandise returns without a receipt will require a valid picture ID and if approved by the refund system, will be refunded in the form of a store credit or exchanged at the items current selling price.
Refunds will not be given on software that has been opened. Exchange for like merchandise only if software is defective.
Retain the original register receipt for Gift Cards. Lost or stolen Gift Cards can only be replaced for the value of any remaining balance by presenting the original receipt.
Refunds, store credit or exchanges will not be given on select categories of merchandise without a receipt. Tickets may also be required in select categories. For a list of select categories, see the front of your receipt or ask your cashier.

We value your business and we hope you will continue to shop for great bargains at ****.

Sincerely,
***********************
Customer Service
**************
CS Hours: Monday thru Friday
Customer Answer
Date: 04/13/2024

Complaint: 21545295

I am rejecting this response because:
The answer of **** did not match (or is conform) to their policy while I was at the store. They should not have requested my driving license because I had a receipt. The answer they provide the BBB is contrary to how they treated my return . The policy is clear . I respect that, but they did not abide by what they preach in their message today.
Sincerely,

***************************
Business Response
Date: 04/16/2024
All returns are subject for Id being asked for. Cashiers cannot change the system if required customer needs to provide ID for returns to process as stated in our policy.

Kind Regards,

***********************
Customer Service
Customer Answer
Date: 04/18/2024

Complaint: 21545295

I am rejecting this response because:
i am sorry to reject the second message. According to *********************** from The **** company on 4/12/2024: she wrote all their return policy for me to view. Since my prior message and my original complaint was not understood . I am reiterating again: why was I asked my DRIVING LICENCE when I have my receipt and my ID stored in their system as a return without a receipt?
**the policy she wrote and I will write it again : merchandise returns with a receipt older than 30 days will be exchanged or credited with store credit.
**Merchandise return without a receipt will require a valid picture ID and if approved by the refund system will be refunded in the form of a store credit or exchanged at the items Current selling price.
Really, I am not asking for a favor or to change their policy for me. I am protecting my ID from general fraud and an unfair 3 times you are out. I shop that store for 16 years. It is close to my house. I have never had a problem with returning something.
why **** treated me differently than their policy even stated on 4/12 by *********************** and the 4/16 message was even dry. Did the employee press the wrong button ( as return without receipt) I do not know, I cannot verify.
I am treated by **** like a second class citizen. I feel I am in my rights. I will see what their answer.
Sincerely,

***************************
Business Response
Date: 04/22/2024
Thank you for your feedback. Our policy states ALL returns are subject for your ID being asked for.

Customer Answer
Date: 04/25/2024

Complaint: 21545295

I am rejecting this response because:
**** seems to either ignore my claim or take it or leave it. Their answer is a standardized answer. It is contradictory to their policy how they treated my return. I do not know how to proceed to save my ID. Is it a way to let me drop this complaint? (This back and forth).
i am hoping that the BBB does intervene to protect the consumer. I am not asking for A FAVOR. Just why they ignore their own policy when it came to me.
please let me know what I can do to protect my ??, or which agency that has authority to protect the consumer.
I am very disappointed and offended.
Sincerely,

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

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Ross Stores Inc is NOT a BBB Accredited Business.