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

219 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:10/19/2023
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.
Dear Ross Dress for Less,I recently made a purchase at your store, specifically a Halloween Lazy *****, about two weeks ago. Upon bringing the item home, I noticed some sawdust underneath it on the very first day. Initially, I assumed it might have been from the item spinning and generating dust. However, after cleaning it, the issue seemed to worsen.Upon closer inspection, I was alarmed to discover the presence of bugs, which I suspect could either be termites or powder post beetles. Concerned about this issue, I promptly contacted the store, and the staff kindly advised me to come in for a return.Regrettably, I no longer had the receipt in my possession. Nevertheless, the store representative assured me that, with my credit card information and the item's tag, I would be eligible for a refund. However, when I arrived at the store, the manager had already left, and I was issued a store credit rather than a refund.I would greatly appreciate it if I could receive a written acknowledgment of this return, along with a note specifying that the item had bugs in it. My primary concern is to ensure that this issue does not lead to any unwanted infestations in my home.Furthermore, I will need to replace the furniture that was situated underneath this Halloween Lazy *****, as I am deeply concerned that it may have been compromised as well.Thank you for your prompt attention to this matter, and I look forward to your response.Sincerely,***********************
Business Response
Date: 10/19/2023
Dear ***********************,

Thank you for taking the time to write our office. First of all, my apologies for the problems you experienced with the item purchased. Unfortunately we are unable to give you written notice that the merchandise you returned to the store had bugs as we were unable to inspect the merchandise.

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

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: 10/19/2023

Complaint: 20750639

I am rejecting this response because:
Dear Ross Dress for Less,

I am writing to express my extreme disappointment with your response regarding the infestation of the Halloween lazy ***** I purchased from your store. The fact that this product was infested with powder post beetles, as confirmed by a pest control company, is entirely unacceptable.

I have both video and photo evidence of the beetles, and I'm deeply concerned not only about the quality of the product but also the potential infestation at your store or warehouse. These pests can be as destructive as termites, and it's alarming to think they might be present in other items as well.

Furthermore, I now face the expense of replacing my wood and upholstered coffee table, which will cost a minimum of $250. The lazy ***** was on top of this table and is at risk of being compromised as well. This situation is causing me significant inconvenience and financial burden.

I urge you to take this matter seriously and provide a more satisfactory resolution to this issue. Your initial response was extremely unacceptable, and I expect a prompt and appropriate solution to rectify this situation.

Sincerely,
*********************;
Initial Complaint
Date:10/18/2023
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.
I visited the **** store on Highway *********************************************. Ive gone to multiple Ross stores and have never had issues when it comes to drinks. The security guard didnt even say hi, or anything and was flat out rude about the drinks. The sign posted about no food/drinks is not visible unless you know it is there, or actually look for it. *** also brought drinks into this **** before, with no issues. The manager wasnt any nicer, and a few things she said concerned me about working conditions for the employees considering the fact we live in *****. She said employees cant even have water on the floor, and that they would probably make a mess with drinks just like customers do, which is insulting to say about your employees. When asked about water breaks, she mentioned the 30 min break and the 2 15 min breaks. She implied drinking water is not important for the health of the employees since they arent running a marathon. ***** can be hot at any time of the year, and regular hydration with water and electrolytes are equally as important. This is not a way to treat employees, or guests for that matter when signage isnt visible when walking in unless you actually look for the sign, and no other store has had an issue before. They also dont know what type of medical issues guests can have. The security guard should have been more respectful about the situation and actually greeted us and let us know that their is a sign and acknowledge its not in a visible place because its off to the side. The manager should not speak like that about her employees because it shows that they dont care about them. The **** also has bad ****** reviews about rude staff, I suggest you read them.
Business Response
Date: 10/18/2023
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.
There is a sign posted on the front door near our store hours to let customers know we do not allow drinks in the store. We have this policy for safety consideration. Spilled beverages can create potential safety hazards for our customers and teams. We apologize for any inconvenience.

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
**************
Initial Complaint
Date:10/17/2023
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.
Customers have to wait extremely too long in line to be helped. There are 10 locations to check out and only two are being used. It's insane!!
Business Response
Date: 10/18/2023
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 I may forward this to our District Manager.

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)
Customer Answer
Date: 10/18/2023

Complaint: 20742292

I am rejecting this response because:

Sincerely,

*******************************
Initial Complaint
Date:10/13/2023
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 used a credit I had and cash to pay for my purchase, I returned the items and was told that I had to get credit for the entire purchase, I said no I want my money put back in my account and reissue me the amount of the credit I was told by **** that *** the manager said that she was only giving me my cash back as a courtesy and she will not give me my money back if I use credit and cash which is wrong and not on the receipt she is making her own rules . it states on the receipt that how you paid for your purchase is the same way you get it back in return for the items, I told them I want my return the same way I paid for it. *** the manager was acting like she was doing me a favor no she was not doing me a favor because I just wanted my entire purchase returned the same way I paid for it. any other **** I don't have this problem its only the **** located in *********** ** *****. I shop everyday and corporate needs to address this issue about making people take credit instead of giving them their hard earned money back. *** the manager made me feel like I was her child I'm the customer and I should not have to go through this every time I use credit, gift card or cash corporate needs to address *** and let her know she can't talk to customers like she told **** to tell me. the phone number at that location is ************.
Business Response
Date: 10/16/2023

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 regarding a return.
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)
Initial Complaint
Date:10/01/2023
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.
Hello , Im filling Thais complain because I received a charge from **** yesterday sep30 for ****** , I do not recognize this charge , I also received another charges in the same card for different stores but this one specifically is not giving me a resolution to have my money back , I contacted the bank as well and they dont want to help , I dont live in ******* and thats the reason why Im contacting you. Please help and thank you so much
Business Response
Date: 10/02/2023
Dear ***************************,

Thank you for contacting our corporate office. Im sorry to hear your credit card has unauthorized charges and that you have fraudulent activity on your card.

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
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Case number : CS0325280
Customer Answer
Date: 10/02/2023

Complaint: 20681478

I am rejecting this response because: I dont live in ******* , the process with the bank is not the same when you are in a different country , they do not want to provided me with the money back and sent me to you guys for making the charge , Im sorry but Im not satisfied with your response and will have to keep escalating the situation

Sincerely,

***************************
Business Response
Date: 10/03/2023
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
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Initial Complaint
Date:09/27/2023
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 visited **** in ******* street in *****. As Im checking out, about 3 steps away from us watching us scan every item is loss prevention employee . It was extremely uncomfortable,and disturbing, having the employee so close to us, self checkouts already have cameras why is it necessary to have an associate so close to the customer. We are not criminals and as customers we shouldnt feel uncomfortable when checking out. Employee asked to see my receipt I declined and put it away, she kept insisting that its store policy to ask for my receipt and further said that if I dont want to show my receipt then I need to check out with a sales associate at the register. The only reason we used the self Checkouts was because associates kept using the mic to tell customers in the line to use the self checkouts. If indeed all this is store policy to harass your customers and treat us as thieves then I advise to change your policy, associates in stores are not creating friendly, and safe shopping experiences. This type of tension can create an altercation with associate and customer. If self check outs have been added to stores do not harass customers as were checking out. Since my receipt was asked at checkout Ive attached my receipt here incase video needs to be seen how I did not steal anything.
Business Response
Date: 09/28/2023
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.
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)
Initial Complaint
Date:09/23/2023
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.
Went to the **** store purchased some stuff then started walking out of the store where one of the nails from the security thing went right through my shoe and into my foot in the store. I screamed in pain as the nail was embedded in my foot. The cashier ran over pulled the nail out of my foot and threw it away . The manager walks past me and says nothing to me. Then when I asked to speak to the manager the same lady that walked past me and paid no attention to me writhing in pain continued to say theres nothing that can be done. The security guard starts throwing insults at me . Now my entire foot is in pain as part of the metal from the nail is still in my foot.
Business Response
Date: 09/25/2023
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.

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

Sincerely,
***********************
Customer Service
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Case number : CS0324037
Initial Complaint
Date:09/11/2023
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.
I made a purchase to **** in **********, **. on 8/24/2023 for the amount of $142.73. The transaction was completed but however their computer froze so they were unable to print me a receipt for the items. I waited in the store for over an hour with colleagues until I ask could I just get my merchandise and leave because my debit card had been charged. The cashiers were very rude and unprofessional stating that they were not going to give me merchandise nor refund because there was no receipt. When I was speaking to my bank on the phone who stated that transaction was completed and paid to **** in the presence of the cashier she refuse to talk them and walked away. I was only in town for business and had to return home which was three hours away. I returned the next day to the store with local police officers to make report about incident. I have contacted their corporate office on three separate occasion and they stated that refund was been issued on 8/31/23. As of today, I still have not received a refund. Representatives have been VERY RUDE!
Business Response
Date: 09/12/2023
Dear Valued Customer,

As stated below we have provided refund confirmation from your financial institution. Customer has called in and we have refunded customer.

********************** #****
08/25/2023
08/31/2023
DEBIT CARD
4XXXXXX1987
-142.73

Kind Regards,

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

Customer Answer
Date: 09/12/2023

Complaint: 20586606

I am rejecting this response because: My financial institution has not received a refund from business. Communication has been poor with business and I was told by a corporate representative that a district manager would contact me regarding issue and I was never contacted. Timeframe from time issue took place to present and still unresolved is ridiculous!

Sincerely,

***********************
Business Response
Date: 09/14/2023
Please have financial institution contact us if needed. As stated, we have record of refund provided from bank.

Kind Regards,

***********************
Customer Service.
Initial Complaint
Date:09/10/2023
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 charged for a item that I did not get
Business Response
Date: 09/11/2023
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.
************** 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)
Initial Complaint
Date:08/27/2023
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.
**** has discriminated against me. I tried to exchange and item with No receipt. The item was a gift. I saw another young lady exchange someone else.
Business Response
Date: 08/29/2023
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
**************

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Ross Stores Inc

Ross Stores Inc

Ross Stores Inc

Ross Stores Inc

Ross Dress for Less

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Ross Stores Inc is NOT a BBB Accredited Business.