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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

    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/02/2024

      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.
      On January 19th of this year, I went to buy a kitchen rug at **** located in ************, ** *****, but I decided to return it because it was too small. I returned to the same store on January 20th. As 2 dogs needed clothes because of the cold, I used the receipt for the money from the purchase of the kitchen rug and paid the difference. But when I got home, my husband caught my attention because on the receipt there was 1 more item that we had not purchased, worth US$ **** description thickness 20microm and on the return, which should have been the rug, it said 2x3 Jeweled Medall $ ****. We didn't understand, however, when we checked the receipt from January 19th, in addition to the carpet that had been purchased. The same merchandise was mentioned on the receipt for 2x3 Jeweled Medall $****.I paid for products that I didn't buy and was not in my bag, and this was done twice, on different days, I would like to receive my money back, plus taxes. We pay something with our money, but not for ourselves. Very disturbing.

      Business Response

      Date: 02/05/2024

      Thank you for contacting us.  We have sent your receipt information for further review and will follow up with you directly.  We value your business and hope you continue to shop Ross Stores.

       

      Kind Regards,

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

      Customer Service

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

       

       

       

       

       

      Customer Answer

      Date: 02/05/2024

       
      Complaint: 21238814

       

      Many consumers will face the same problem without realizing it. Well, most of them, including me.

      This practice of placing the receipt after payment inside the shopping bag is a constant practice and is done by the establishment's employees without asking the customer whether or not they prefer it inside the shopping bag, causing this problem that ended up happening to me.

      My frustration is recorded here, I understand that the **** store must carry out an investigation. But the absurdity is that in the meantime, this type of practice will be used with another client. 

      Regards

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

    • Initial Complaint

      Date:01/29/2024

      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 purchase a pair a pants for my daughter as a Christmas gift. I went into the store and ask to return the item. The item I purchase was $12.99 plus tax. The store offered me 49 cents. This is crazy and unacceptable. I spoke to the store manager *****. She would not give me the full amount. I called corporate office for **** and **** said the something. This is a big disappointment for me. I would like store credit for the amount that I paid for the pants. I do not have a receipt but I am willing to provide my I.D.

      Business Response

      Date: 01/30/2024

      Dear *********************,

      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




      Sincerely,
      ***********************
      Customer Service
      **************

    • Initial Complaint

      Date:01/26/2024

      Type:Delivery 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.
      Date of the transaction was December 28th 2023 4:36pm I went too the store made purchases they charge my card and I got home they charged me again for the same amount if I went and use my psychical card and they charge me I shouldn't have gotten charge twice all the money that was owe too me they took it out my account I dont know why would they charge me twice when came back home it said I had minus amount of ******

      Business Response

      Date: 01/29/2024

      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 (6 am PT - 6 pm PT)
      Case number : CS0350170

    • Initial Complaint

      Date:01/24/2024

      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.
      The business it ****. Discrimination and bad services. No employee work at check out and keep talking and chatting with 5 people employees stay away check out and looking customer but dont want to work. I hope I find the owner to tell the truth business.now I let BBB send the letter to Coproration to let them know. Thanks

      Business Response

      Date: 01/24/2024

      Dear ***********************,

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

      On behalf of Ross Stores, I apologize for the long lines you experienced in our store. 
      Please let me know which location this occurred in so we may   District Manager over this location, 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

    • Initial Complaint

      Date:01/23/2024

      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.
      Dear BBB I hope this message finds you well. I am writing to bring to your attention a concerning incident that occurred during my recent shopping experience at your store on 1/21/2024 9:41 pm While purchasing items, I discovered a nail inside one of the boxes, which unfortunately resulted in a deep cut on my finger. I immediately approached one of your staff members to address the issue, and I must express my disappointment in the unprofessional manner in which the situation was handled.Despite bringing attention to the safety hazard, the focus seemed to shift towards inspecting the purchased items rather than addressing the potential danger of nails within the products. Additionally, the communication barriers involving multiple languages, particularly Spanish, further complicated the matter.I believe it is crucial to ensure the safety of customers by thoroughly inspecting and securing items on display. I sincerely hope that steps will be taken to prevent such incidents in the future and to improve communication within the store.Thank you for your attention to this matter, and I trust that you will take appropriate action to address and rectify the situation promptly.Best regards,*******************

      Business Response

      Date: 01/23/2024

      Dear ****,

      Thank you for emailing Ross Stores. Im sorry to hear of your injury. All claim are processed though our insurance provider. Below is the company name, phone number and the Reference/Claim number that you will need regarding the incident.

      Please contact our insurance provider for all correspondence regarding you claim.

      ********: **************

       

      Kind Regards, 

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

      Customer Service

    • Initial Complaint

      Date:01/22/2024

      Type:Service or Repair 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 purchased a vest in the store located in ******** ******* on November 14, 2023 not far from where I live. I have always purchased clothes from them up until now. I was attempting to wear the vest that I purchased from them and what I found in them were 2 sensor pins. I felt something that was sticking to me and and even had to cut a hole in one of them to get one of them out and then the other one. It was down deep in the pockets underneath the lining I contacted the store today, Saturday, January 20, **** and told them that I was going to bring it back to them and have them either give me my money back or exchange it. I did not have the receipt since I purchased it in November of last year.. The Assistant Manager of the store kept on asking me for the receipt and I told him just what I told you that I purchased it in November of last year and do not keep receipt that long. He gave me a hard time and of course he did not speak English. I told him that I was going to file a complaint with the BBB and get some help with this. The amount was $10.85 tax included. So if you can help me get my money back it would be greatly appreciated. I told them that I would never ever shop in that store again. I am now going to contact ************************* Corporation and tell them what happened.

      Business Response

      Date: 01/22/2024

      Customer called in we have issued a refund for customer back to ***** *********** National Association

       

       

       

      Kind Regards,

       

      Ira ********

      Customer Service

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

    • Initial Complaint

      Date:01/19/2024

      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.
      December 12, 2023 I bought merchandises from **** in ******** and the next day I bring some items for return. it's their system said one of my items was already returned. I told them "No, I am not" I told her must be your computer. I asked for a manager and went over the problem again. she told me I have to bring back to the ******** store. I said OK but I still want to return the rest and this is what the manager said "No, we're not going to help you, you have to leave because you are rude to my employee. I tried to tell her that I have my rights especially I do nothing wrong. I felt that I was humiliate infront of other customers because they made me seem to be a trouble maker." After I left the store, I imediatelly call ****' customer service and told them what was happen. I read the receipt number and item number to her and she told me there's nothing wrong with this receipt. my complain is that ****' manager did not handle professionally and she did not even try to see anything she could do instead chased me out of the store so they can help the next customer. I felt my rights was took away from me because I look minority or what. Are they think just because they worked in the store so they have the right to kick you out even though it's not even my false. I was so emotionally hurt that I can not stop crying why I tried to make a complaint. I felt so humiliated first time in my life. I am a good citizen, comply with law, well disciplined from my family, home owner, business owner, do you think I like to go out in the public to make trouble. **** customer service wanted to give me $20 gift card, I told her I don't need money but I need an apology from that manager. I can not get over how humiliate she gave me. It's so unprofessional of how they handle an issue. Thank you for your precious time. Have a wonderful holiday.

      Business Response

      Date: 01/22/2024

      Customer called in we have ********************** this issue.  

       

      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.

       

       

       

      Kind Regards,

       

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

      Customer Service

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

    • Initial Complaint

      Date:01/19/2024

      Type:Sales and Advertising 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 12/12/2023 I came shopping and like always trying to save money I purchased different Items and trying to get a perfume that was mark down on clearance and when I try to get it the cashier call the manager saying that the price has n the box it was not the correct price, so the manager came and right away saying that she can give that price, which was literally like five dollars and say that was a mistake from the store and refused to honor the price, I told her that she have to honored the price, and another another employee approach without nobody asking her to bring anything she brought another item kind of the same that that was not the right price, so she was against me I felt so much anger because they didnt honor it and it was only one item like I said I purchased all my old items or regular price and this is not the first time that I purchased **** so when they have the markdown tag, I know for sure is a markdown, I will attach pictures of the proof from the price

      Business Response

      Date: 01/22/2024

      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 regarding pricing .
      Your comments have been sent to our District Manager, who will review 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.


      Sincerely, 
      ***********************
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0348510

    • Initial Complaint

      Date:01/03/2024

      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.
      Did not receive all the Pay I was entitled to when I worked on December 14th 2023 from 7:00 PM to 12:00 AM. The manager was supposed to adjust the time for those hours. He did not my check does not depict that time on it. I am short five hours in which I still need to be paid for I was doing computer training, so there is documentation in the computer system that I was there doing training that day

      Business Response

      Date: 01/30/2024

      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:12/18/2023

      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 purchased two pair of puma sneakers on 2 Oct 23 for $84.83. On 7 Oct, I realized I didnt need both pair. So I decided to return the unworn pair of sneakers. I had lost the receipt. Instead of making a drive for no reason, I called to confirm if I could make a return without the receipt. I drove there in person and returned the pair of sneakers. After 2 days I called to check the turnaround for my return and was told that a manager was not available and they would have to check the cameras. I called almost everyday to check on my return and each time got a different excuse. They promised a voucher and I never received it. They keep saying there is no manger. Attached is a copy of the receipt. I would appreciate your assistance in this matter.

      Business Response

      Date: 12/19/2023

      Dear *************************,

      Thank you for taking the time to bring this matter to our attention. The balance remaining on the voucher issued to you is ****.  The last transaction it was used on was on:  

      10-21-2023 12:52:05 PM -$ ***** $ **** 0 - Online System ****** 5491


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


    Ross Stores Inc is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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