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

Customer Complaints Summary

220 total complaints in the last 3 years.
83 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.

Initial Complaint
Date:03/26/2024
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 applied and received a **** Credit Card, approximately 3 months ago. They offer 5% rewards when you purchase at **** and they send out rewards with the statements. I have received and used 2- $15.00 rewards. Last week, I purchased an item for $18.30, paid with the rewards and $3.30 in cash. The item didn't fit, so I stopped by this morning to exchange it for another item, twice the price, however; they said they could not reimburse me the $15.00 only $3.30. This sounds like a total rip off. I wasn't asking for money back just for the amount to be applied to another purchase. They wanted to keep the item and not give me credit for the rewards money that I had earned.I contacted Corporate and after a long, wait, they said. Yes, you will lose the rewards, we will not exchange for anything else.
Business Response
Date: 03/27/2024
Resolved per conversation with **** at **** **************** on ******* - *********
Customer Answer
Date: 03/29/2024

Complaint: 21490666

I am rejecting this response because:
The representative basically said. I had lost my rewards and there was nothing they could do. They would keep merchandise and $15.00 rewards. This is unacceptable!

Sincerely,

*************************
Business Response
Date: 04/01/2024
Dear Valued Customer,

Please view the terms and conditions regarding the **** Credit Card. For further assistance please reach out to the Credit ********** the number is listed on the back of the card for customer service.

Kind Regards,

***********************
Customer Service
Customer Answer
Date: 04/01/2024

Complaint: 21490666

I am rejecting this response because:
I know, they will prevail, however; I still disagree. I applied on my phone, while I was at the store. Obviously, I had no time to read the terms and conditions, so I clicked on "I agree" and that's what they're counting on. Consumers don't read the pages and pages of **** when applying for credit. I feel after spending so much, you earn those rewards and for them to steel them from the consumer is unfair.
Sincerely,

*************************
Initial Complaint
Date:03/25/2024
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.
Hello, I began working for Ross Stores in February 8th 2024. The second week of work my vehicle and home was broken into. I informed **** of the situation and the next day I went in to work they had me sign a legal document stating I'm on probation for missing two days so I took the punishment and signed. Later that day, Area Supervisor informed me I should have just explained my situation in the comments and not sign. But I was not informed correctly of how to fill out the paperwork from general manager. So I began coming to work early and on time for the probationary period. However, I waited 3 weeks for a check that came out to 555 and I get paid ***** hr. I counted my hours and also did the subtraction and it didn't add up but I left it alone. They told me that I will receive 2 paper checks and then direct deposit. However, the next pay day I came in to work that day expecting a check. They informed me that it's been direct deposited in my wife's account. (Remind you, payday was friday). When we checked our email that same week on a Wednesday, we were notified that the money was sent back to Ross Stores due to security reasons involving my name didn't match her name. So that following Friday they didn't try to help me fix this matter and delayed my weeks pay. They advised me to come in on Saturday and I come came into work and worked my full shift and told me to come back on Monday or Tuesday to receive my check. I was still working without pay or assistance of the matter. I came on Monday and they began to become rude with with me demanding me to work harder, and then proceeded to tell me it was sent to my home address and it will take 2-5 business days. This caused me to have trouble with transportation because I didn't receive pay and couldn't afford gas to make it to work. That leads to next day on Tuesday when they called me to come in and didn't respond due to not being paid properly. This caused them to terminate me wrongfully.
Business Response
Date: 03/25/2024
Dear *********;

Thank you for contacting ****.

For further assistance with this please contact HR at ******************.

Sincerely,
***********************;
Customer Service
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Case number : CS0361758
Initial Complaint
Date:03/19/2024
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.
Purchased a pair of shoes from ****. When I went to wear them I noticed the stitching was coming out. I tried to return them with my credit card and they INCORRECTLY advised me that I did not use the credit card I presented. A week later, I checked my credit card-and YES, I DID USE the credit card. I filed a dispute with my credit card which was erroneously disputed as a disputed transaction-not a damaged item. I lost the dispute. I contacted **** via online about the issue. At 12"40PM today, I received a hang up call from ************. I recently got out of the hospital. I don't have the energy for prank phone calls. I called the number back and spoke to *****. She advised me that someone named ****** called and per her notes of fiction stated that I answered the phone and said hello and then disconnected the call. I REPEATEDLT said hello, and nobody responded. That is harassment. **** refused the return when I initially tried to do it. My credit card never asked for pictures of the damaged shoes. I threw them out. Since I couldn't wear them, there was no point keeping them. Now I am out $17.99 and hours dealing with the bullies of corporate *******. I will return EVERYTHING that I have purchased from **** in the past 30 days. I will never shop there again. Perhaps the employee that denied the return was just too lazy to do it properly. Have to say-the standard of employee requirements @ **** must be pretty low. NOBODY wants to work at their stores.
Business Response
Date: 03/20/2024
Dear **********************************,

Thank you for taking the time to write regarding our return/exchange policy. Returns with receipt presented after 30-days will process to merchandise voucher credit. 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
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.

Kind Regards,
***********************
Customer Service
**************
Initial Complaint
Date:03/14/2024
Type:Sales and Advertising 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.
Your store in *************, ** is charging 2 different prices for the same item. When I attempted to get them to price match their own price, the employees refused. This is an unfair and possibly illegal business practice. You can not charge 2 different prices for the exact same item.
Business Response
Date: 03/15/2024
Thank you for taking the time to contact Ross Stores.

Ross Stores is a discount retailer with everyday savings of 20% to 60% off department and specialty store regular prices.

As a discount retailer our stores markdown merchandise on a weekly basis. Depending on how long the merchandise has been in the store, two exact items may be priced differently due to this process. This is another way we continue to pass the saving on to our customer.

We appreciate your business and hope you continue to shop at Ross stores.

Sincerely,
Ita ********
Customer Service
**************
Customer Answer
Date: 03/17/2024

Complaint: 21432833

I am rejecting this response because:
I am well aware of what the pricing practices of your store are. My problem, and what is ultimately your business problem, is that it creates confusion and frustration for your customers. It's deceptive advertising and a poor business practice. You can not charge 2 different prices for the same item, because one of them arrived last week and the other came in today. If the item is the same, the price needs to be the same.
Now if you wanted to sell out of the ones you had first, and THEN put it out with a different price, then that seems fair. Prices can change all the time. But having 2 of the exact same items on the shelf at the exact same time, but with dramatically different prices, is purposeful deception on your companies part.
I've already filed a case with the *** and with the ********** of ******** Protection. While I don't know exactly what that process looks like on your end, I imagine it could be a hassle. The ********** of ******** protection has already said they believe it to be deceptive advertising. And I know that your company has already had a class action lawsuit for a similar deceptive and false advertising claim regarding your comparative pricing. I'm trying to help your company make a change for the better, for the consumer and for your business.
Simply telling me that is how your company operates is not an acceptable solution. I know that already, hence why we are even here. Your company needs to make a change to their business practices. That being put into action is the only acceptable solution for me.

Sincerely,

*******************
Initial Complaint
Date:03/13/2024
Type:Service or Repair 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 March 8th, I got 2 chairs on the same transaction from ross dress for less from store 1423. However, I have two completed transactions for the same amount on my bank statement. Store charged me twice. Store associate refused to help.I only have one receipt and I have attached it to this complaint
Business Response
Date: 03/14/2024

We discovered a double charge issue for purchases made on March 8th, 2024. Our team is working to reverse the charges and the corrected balance will be reflected in affected customers' accounts by March 14th, 2024

Thank you for your patience.
Customer Answer
Date: 03/14/2024
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:03/08/2024
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.
Tonight at 9:00 pm I went to ****. As I entered the store, there was a foul smell. I heard security walking around on their walkie talkies saying the smell is all over the store. I went to try on clothes, as I handed the hangers to the fitting room attendant, there were black grimey marks all over my finger where i was holding the hangers. I said, "These hangers got black grease or dirt all over my finger. These are dirty" and she responded with, "The hangers do that because they're metal." I said, "Oh is that just a thing here." She said , "Yes it's normal." I continued into the dressing room, which the smell was unbearable. At first I thought it was a skunk, and I told her it smells like a skunk in here. The dressing room was filthy, with this yellow sludge coming down the wall, the fitting rooms were falling apart, the wood was rotten. I tried on one shirt, and immediately felt ill. The smell was atrocious, I was gagging and had to put my shirt back on and purchase some clothes I didn't even try on and exit the store immediately. I said to the fitting room attendant on my way out, "That smell is so awful I can't breathe." She responded with, "Yeah its the whole store." I responded with, "No it's coming from the fitting room." It smelled like a dead body. I feel like someone or something had died in their ceiling vent or in their walls. I left the store 2 hours ago and now have a headache, and feel like I'm going to vomit as if I've been poisoned. I was in there for ******************************************************************************* there, and worse, people working in those conditions. That is inhumane.
Business Response
Date: 03/13/2024
Dear ***************************,

Thank you for taking the time to bring this matter to our attention at ****.

I would like to apologize for the condition in which you found our store. Please let me know which location so I may send this our District Manager who will address this situation with the store management team.

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)
Initial Complaint
Date:03/08/2024
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.
They have no restroom in all of their stores for costumers. My child had an accident he p*** in his pants as the result Than we were in store and find out they had no restroom and they had no sing visible to advice costumers that there is no restroom. Please a big store should have restroom for costumers.
Business Response
Date: 03/13/2024
Dear ***********************************,

Thank you for taking the time to write our office regarding our restroom policy at some of our stores. I apologize for any inconvenience this may have caused you.

As a discount retailer we look for every way possible to pass savings on to our customers. Our stores are designed with no frills so we dont offer the same services as a department store.

Because of the high cost to clean and maintain a public restroom we do not offer them in all stores.

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

Sincerely,
***********************
Customer Service
**************
CS Hours: Monday thru Friday
Initial Complaint
Date:02/23/2024
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.
According to my receipt from ****, I was at the location 5:52 pm (02/23/24) and I was being followed by the Security Guard in the store while shopping for important event. My overall shopping experience was uncomfortable and Im still affecting how being unfair treatment from **** because I spent my hard money on a clothes. I would like to know why Im being follow in the store.
Business Response
Date: 02/26/2024
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 me know which location so we 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
Customer Answer
Date: 02/26/2024
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:02/08/2024
Type:Sales and Advertising 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 October 14,2023 i went to **** to purchase 3 shirt that was a total of $20 i paid with Apple Pay with my discover credit card, as i left the store i didnt grab the receipt and i got notified in my car that i was charged $377.19. I went back to **** and confronted the cashier about the error and she has taken back my items and have told me to contact your bank so i left **** with nothing but a charge on my account that i didnt approve for. i contacted my bank that same day and they have told me they would look into it, i have found out on Sunday the 4th of February ****, that **** provided a receipt to discover showing what items that wasnt purchased from me that totaled up to $377.14. I have told discover that i didnt purchase any of these items and they are not investigating into this for me and has continued to charge me for this amount that i didnt approve for. I have made a police report yesterday and have the number case # ****-27648
Business Response
Date: 02/09/2024
Dear *******************,

Thank you for contacting our corporate office. Im sorry to hear your credit card may have fraudulent activity on it.

Please dispute the fraudulent charges with your credit card company. If the proper processing procedures were not followed, the credit card company will refuse the charges for you.
MasterCard, ***** Discover, and Amex all have different processing criteria.
Please contact your credit card company to find out their policies and procedures.

Sincerely,
***********************
Customer Service
**************
Customer Answer
Date: 02/09/2024

Complaint: 21265328

I am rejecting this response because: i have tried to dispute this from my discover card but **** have provided a receipt,
i didnt purchase anything on that receipt that was provided from **** to discover and because of that discover credit card had declined my dispute

this is not right as i have not purchased any items and still being charged this ****** amount
Sincerely,

*******************
Business Response
Date: 02/13/2024

Please contact your credit card company to find out their policies and procedures. Your financial institute conducts the dispute and investigation for any unauthorized charges.

Kind Regards,
***********************
Customer Service
**************
Customer Answer
Date: 02/14/2024

Complaint: 21265328

I am rejecting this response because: I have spoken to discover dispute and they are a document based and because **** has provided a receipt even thought it wasnt anything i have purchased they have decided to close the case and to talk to **** about getting a refund according to discover supervisor

Sincerely,

*******************
Initial Complaint
Date:02/03/2024
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 went to **** located in ***** ******* - address - *********************************************************************** on January 31st, **** between the hours of 10 am and 11:30 am. As soon I walked in I noticed a strong smell of chemicals, I asked the lady at the front (cashier) what was the smell and she proceeded to tell me that they just had waxed the floor that night before opening the store. (The smells was ridiculously strong). I proceed with buying what I needed it and and went to the line waiting to pay and to a return. While waiting in line another lady walked with a service dog and she asked the same question. Another employee which seems to be the manager at that time repondr by saying that the smells was due to the wax chemicals they used to do the floor and that the farther back she goes to the store the strong it is. As I walked to the cashier when she was ready I mentioned again about the smell.I walked out of the store and drove to my moms house feeling a little nausea and weird pain on my throat. By afternoon time I wasnt able to speak or swallow due to the immense pain and my glands under my throat were hurting horrible. I took over the counter Benadryl and other medications to help me with the possible allergy reaction as I was feeling perfect when I walked in to the store. Today! Saturday 2/3/24 I end up in the emergency room not being able to even speak. Now Im under. 4 medications including steroids to help me with my allergic reaction and all the inflammation in my tonsils and throat! Having a hard time sleeping, doing my normal day to day activities, affecting my job and more! Its ridiculously to see how careless a big department store can be by using chemicals that can harm their customers, knowing that there will be so many customers in and out. But most importantly their employees by being exposed to that smell their entire shift! I will be contacting **** directly for further details and concerns!
Business Response
Date: 02/05/2024
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
**************

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Ross Stores Inc is NOT a BBB Accredited Business.