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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

Find a Location

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:11/17/2023

      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.
      Employee ****** at the store # ****, on the day of 15of November 2013 has refused to refund for the merchandise that was broken. Her behavior towards the the Black Lady before I should have been a ****** to me. She treated that lady wrongly. and she did the same me as well. I want the item refunded because it was Brocken prior to my purchase. I only was gotten aware of that after taking the packaging off the item. she refused and pushed the product towards me and asked for another customer to go over to her. I was still standing and waiting for her to explain herself. The mistreating my persona is not an option. She is in violation of a Civil Code . Quote ----If the product doesnt work or is defective, check if it has a warranty. Often, an implied warranty exists by law even if the seller does not make any specific guarantees. (See Title 1.7 Consumer Warranties, California Civil Code section ****, et seq.). I want the item taken back, money refunded and the person to take administrative punishment. Her behavior lets me think of her as a racist. DO I need to get a Lawyer?

      Business Response

      Date: 11/17/2023

      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 : CS0334102

    • Initial Complaint

      Date:11/16/2023

      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 recieved my Bill from **** and saw a Fee of $30.00. I called the Credit card department and asked what the Fee was for. I was told it was fee charged for a Late Payment. I disputed the charge I asked why it takes **** so long to process the payments. I mail all my bills at the same time, and **** is the last to process. I requested (for the second time).and was given a later due date, but refused the $30.00 Late Fee retraction.

      Business Response

      Date: 11/16/2023

      Dear *******, 

      Thank you for contacting *********
      For further assistance with this please contact *************** at ************.

      Sincerely,
      ***********************;
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0333918 

      Customer Answer

      Date: 11/17/2023

       
      Complaint: 20878845

      I am rejecting this response because: I  was unable to resolve the issue with the **** *************************** and when I called again today I received the same answer. 

      Sincerely,

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

    • Initial Complaint

      Date:11/13/2023

      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.
      I paid $57.10 for 9 items on 11/10/23 and left with only 3 items. I left with the breakable items and forgot to pickup the second bag with the other 6 items. I call the store when I noticed the bag was missing a couple hours later. I spoke to a supervisor name Eureka. She look for my bag, but couldnt find it. ****** said maybe the items were restocked ****** said to bring my receipt and the store would honor and replace the merchandise. I went to the store on Sunday 11/12/23 I spoke to a man he their were no supervisor on duty until 2 pm and he took a picture of the receipt and my phone number he said he would have to review the receipt. I m 70 years old I do not plan to ever return to that again. I forgot one of my bags, but I am sure the cashier saw that I left the bag. Its my fault, I m reporting it, because ****** said the merchandise was probably restocked. Why would they restock something I already paid for.

      Business Response

      Date: 11/14/2023

      Called and left a detailed VM and sent the following email to the customer:

      Dear ****,

      Thank you for taking the time to write our offices. We received your email that was sent to the BBB. 

      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 : CS0333456

    • Initial Complaint

      Date:11/12/2023

      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, November 9th, 2023 I went into their ********* location in ******** ** and returned some items and a refund was supposed to placed back on my debit card. However, I checked my account on Saturday 11/11 and nothing was refunded. I called the store and spoke with a manager from the **************** location that I guess was working at ************* location on Saturday and she disconnected the line and didnt assist with the issue at all. I called back and was hung up on several more times and no one at the location assisted with me getting my money back. I was robbed of 54 dollars and some change and have no clue as to how to get my money back. I asked a supervisor for corporates number as was told that they didnt know and I would need to ****** it and then she hung up. I called back several times and no one answered, they just continued to pick the phone up and hang up.

      Business Response

      Date: 11/13/2023

      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 : CS0333209

    • Initial Complaint

      Date:11/12/2023

      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.
      Was there for training but haven't received my check from the days I worked back in September 2023 and I call every week, they tell me we will check that for you and you have to wait till next pay period. It's 10 hours and I have waited almost 3 months.

      Business Response

      Date: 11/13/2023

      Dear ***********;

      Thank you for contacting *********
      For further assistance with this please contact payroll at ******************************* Please allow 3-5 business days to hear back from Payroll. 

      Sincerely,
      ***********************;
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0333217 

      Customer Answer

      Date: 11/20/2023

       
      Complaint: 20855504

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:11/12/2023

      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.
      I have attempted to contact your staff and been unable to do so. My question is which of your stores, in Miami-Dade county, is the largest and which has the widest selection of mens clothing? Thank you.

      Business Response

      Date: 11/13/2023

      Dear ****,

      Thank you for contacting our office.


      We keep our tracking systems to a minimum to allow us to offer the best prices possible to our customers.  For this reason, we do not offer merchandise searches, and we do not know what stores have more merchandise. 

      I have always heard that our ************ location is one of our busiest and well stocked locations. 

      Please check in often with the stores near you as they receive new shipments daily.

      Sincerely,

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

    • Initial Complaint

      Date:11/08/2023

      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.
      The worst store I've ever been to, the security guards following you thinking you're going to steal, and even when I went to the checkout they asked me if the ******* that was my cell phone case I would also pay for. I had to show him that it was just my cell phone in my pocket. Super embarrassed about this. Bad service.And here is the invoice. Everything was paid for, I don't need to steal from them

      Business Response

      Date: 11/10/2023

      Dear Winderson *****,

      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 : CS0332851

      Customer Answer

      Date: 11/11/2023

       
      Complaint: 20845353

      I am rejecting this response because:I think this needs to be addressed in more stores. I know that theft is common in some stores, but embarrassing customers is not a good thing, I go to **** several times a year, as there are a lot of good things, you can check I think if I go once or twice a month and I've been going there for months, but this situation has already happened to me, not the first time, once I complained, and it was the same thing, they apologized and sent me a $20 gift, do you think a customer would want to be sold with This, because of an embarrassment that always occurs? There was one time that security followed me because I was at the dress session. I'm gay, if I want to buy women's clothes I can't? Am I trying to steal? Prejudice and lack of respect for the customer does deserve attention.

      We want to feel good and welcomed, our group already suffers so much from a prejudiced society, so they want to do this in the stores we frequent too.



      Sincerely,

      Winderson *****

    • Initial Complaint

      Date:11/04/2023

      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 worked at **** for a few weeks and during that time no one informed that my ID and social wasnt put into the system. so my register numbers didnt work and then my badge stopped working in total. when i was learned of this problem they didnt fix it. so i quit and i called and asked for a letter of termination and they said they couldnt give me that.

      Business Response

      Date: 11/06/2023

      I called the customer back and provided her with the correct email address for her issue. 

    • Initial Complaint

      Date:10/27/2023

      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.
      Today, my mother and I had a rather unpleasant experience at your store located at *********************************************************** (around 5 pm; security cameras can verify). As regular **** customers, we're surprised and disappointed by the treatment we received.We bought several items, including comforters, and requested large bags for our purchases. However, when it came time to pack, the cashier was extremely rude, stating they had no large bags and comforters shouldn't go in bags. I suggested checking another register for bags to avoid our comforters getting dirty.To our surprise, the **** cashier tossed bags at us instead of helping. I politely asked her to assist us, but she refused. I requested a supervisor, but none were available, which was disappointing.Another cashier gave us more bags and insisted we pack ourselves. I reminded her it was **** employees' responsibility, but I was ignored. When I tried to pay for another item, she closed the transaction and served another customer before us, disrespecting us as customers.The situation worsened when the cashier refused to provide a payment receipt. I requested it politely, but she insisted we take it ourselves. I recorded the last cashier's behavior due to the unacceptable treatment, and she threatened legal action.It's unfortunate that ****, a well-known store, has employees who disrespect customers, neglect their duties, and treat customers poorly. We hope you address this situation to improve the customer experience. Our intention is to help enhance ****** service quality for all customers in the future.

      Business Response

      Date: 11/07/2023

      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 in *********, ** with the cashier.
      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 : CS0332205

    • Initial Complaint

      Date:10/20/2023

      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.
      **** dose not like to give you cash back even if you use debt. and we all know debt is the same as cash. that's one complaint. I went to ****** to return a pair of pants that I had not worn and still had the tags in tac, no I could not find the receipt however I did have ID so that they can look into there system to verify purchase. the clerk said the pants were coming up for only $8.00 and the tag on the pants clearly showed that I paid $12.99 on the tag and she said even after asking the Manager that she could only give me $8.00 store credit because I did'nt have my receipt. I asked what happens to my other $4.99, she said I can't get that back. The reason I'm writing is to say what happen to all the money this store has take from other consumers. The small change adds up to big dollars. I would like **** Company to give me back all my money and stop ripping me and other people off.

      Business Response

      Date: 10/23/2023

      Dear *************************,

      Thank you for your email and contacting Ross Stores regarding our return policy. Your item can be returned with the **** tag for Merchandise Voucher Credit at the current value in the register without a receipt.  Returns are subject to the full 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 I can assist further, please email or call our customer service number below.

      Sincerely,
      ***********************
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0328917

    Ross Stores Inc is NOT a BBB Accredited Business.

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