Complaints

This profile includes complaints for Ross Stores Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Ross Stores Inc

  5130 Hacienda Dr. Dept. 9455 Dublin, CA 94568

• 

  Ross Stores Inc

  2300 16th St Suite 265 San Francisco, CA 94103

• 

  Ross Stores

  1631 Del Prado Blvd S Cape Coral, FL 33990-6739

• 

  Ross Stores

  Redbird 3200 W. CampWisdom Rd. Dallas, TX 75237

• 

  Ross Stores Inc

  3043 W. Shaw Fresno, CA 93711

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:08/27/2023

  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.

  Dear **** Management Team:As a customer I was abused, harassed , cursed at, violated, yelled at , called foul names and traumatized by your security guy named ***** and Princess who claimed to be the Manager who refused to give me her name from the **** Store in ****** , ******** on Saturday, August 26th at around 2:15 pm. I found her Associate Number #******* on the receipt . I have a video showing ****** violent interaction with me a mother, a wife, a vulnerable black female . He felt superior to me as he said. I need your information for **************** as well where I need to send this video to . His ******** which reflect his manager Princess ******** ARE UNACCEPTABLE and MUST NEVER BE TOLERATED by any business nor corporations. ******** said she RUNS her store as she wants and nobody can do nothing whatever that means I do not understand.I seek Clarification and remedy. This type of violent ******** towards your customers IS ABSOLUTELY VERY WRONG, UNPROFESSIONAL and UNACCEPTABLE by all counts I need to file a complaint. I have it all recorded. After all these years of shopping at **** I have never in my lifetime felt threatened , violated by your two employees ***** and Princess. I was fearful for my life when ***** turned aggressive and violent towards me and shouting at me ( you can clearly see and hear him on the video ). I asked more than five times to speak to the manager, when she , Princess, indicated that she was the manager and that she is the ***** I then asked for her name, she completely ignored me and left the register where she was assisting me and went into to sign on to another register and called other customers while she left me at the register she was working at .I request an escalation of this very important issue where I have been ultimately assaulted verbally and physically by your two employees ***** and Princess. I have a video to show ****** violence toward me. I am asking where to send to.Attached find the recording.

  Business Response

  Date: 08/29/2023

  Customer has called in to offices, a District Manager will reach out to customer regarding experience.  Thank you.

   

  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.  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 : CS0319144

• Initial Complaint

  Date:08/26/2023

  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.

  The date August 26 2023 at 9pm the cashier was pre occupied with flirting with another co worker not paying attention to what she was doing ringing up things twice looking away from me the whole time had her head turned talking to another employee about gossip the whole store is disorganized stuff on the floor no one to help you cloths on the wrong section talking under her breath when I was getting upset that it took 20 mins to ring me up I had to do her *********** taking the hangers off my own cloths so she could go faster but that didnt matter she would stop working to talk to her coworker and then flirt with another I am completely disappointed in my service I had gotten I had to take my own receipt or else I wouldnt of gotten it every single time I have to come this store in ********** ********* its been like this every single time and its not lack of workers its lack of them working

  Business Response

  Date: 08/29/2023

  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.
  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

• Initial Complaint

  Date:08/18/2023

  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 dropped my **** store credit in the store a while back and I noticed that I dropped it and informed the front right away that day someone used up all my store credit. I bought that same gift card on CardCash for $87.45 and had about $70 something on the card. That day I contacted the corporate number and they couldnt do anything. This was the branch in ******** ** ******. It been awhile but I would appreciate it if I can get a replacement gift card.

  Business Response

  Date: 08/21/2023

  Dear ***************,
  
  Thank you for taking the time to bring this matter to our attention. 
  
  If you can locate the original or return receipt, I may be able to use that information to assist.
  
  Please provide the receipt number located above the top bar code and the date on receipt. Once I receive the receipt information, I will respond back to you regarding the findings. Unfortunately, the card is treated like cash, if there is no balance remaining, we would not be able to replace on a lost/stolen card.
  
  Sincerely,
  ***********************
  Customer Service
  **************
  CS Hours: Monday thru Friday

  Customer Answer

  Date: 08/21/2023

   
  Complaint: 20492627
  
  I am rejecting this response because:
  They cant do anything 
  Sincerely,
  
  ***************

• Initial Complaint

  Date:08/09/2023

  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 in to buy a pair of shoes. I told the cashier I didn't know if I wanted them because they didn't have laces you can tie so I didn't know if they would feel comfortable. She told me I could try them and if they weren't comfortable to bring them back in for my money back within 30 days or after that anytime for store credit. When I went to return them the manager refused and didn't give me my money back since I wore them. Just looking for a refund at this point.

  Business Response

  Date: 08/09/2023

  Dear *******************************,
  
  Thank you for taking the time to write our office. Below is a copy of our return/exchange policy.
  Our return policy is printed on the reverse side of the register receipt, posted at each register and is detailed on our website www.rossstores.com
  
  If we can assist further, please call our customer service number below.
  
  Return/Exchange Policy:
  Ross Stores uses a refund verification system. All returns are subject to system verification. Please keep and use your receipt on all return and exchange transactions as there is a limit to the number of no-receipted refunds allowed by the system. A valid picture ID (Drivers License, State Photo ID, Passport or Military ID) may be required and will be entered into the system for refunds. Please note that your refund may be declined by the system.
  Refunds, store credit or exchanges will not be given on any merchandise that is used, worn or altered.
  A five (5) day waiting period is required for a cash refund on all merchandise purchased with a check.
  Full refund on merchandise (not used, worn or altered) accompanied by the original receipt within 30 days of purchase will be refunded in the same form of payment in which it was purchased.
  Merchandise returns with a receipt older than 30 days will be exchanged or credited with store credit.
  Merchandise returns without a receipt will require a valid picture ID and if approved by the refund system, will be refunded in the form of a store credit or exchanged at the items current selling price.
  Refunds will not be given on software that has been opened. Exchange for like merchandise only if software is defective.
  Retain the original register receipt for Gift Cards. Lost or stolen Gift Cards can only be replaced for the value of any remaining balance by presenting the original receipt.
  Refunds, store credit or exchanges will not be given on select categories of merchandise without a receipt. Tickets may also be required in select categories. For a list of select categories, see the front of your receipt or ask your cashier.
  
  We value your business and we hope you will continue to shop for great bargains at ****.
  
  Sincerely,
  ***********************
  Customer Service
  **************
  CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
  Case number : CS0315878

• Initial Complaint

  Date:08/09/2023

  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.

  On August 7th 2023 at aproximately 8pm I was shopping in store #**** in ******** ******* when I stepped on a security pin that punctured my foot. I am very concerned because I am diabetic but I am also worried about the possibility of contracting an infectious disease. My complaint is also due to the lack of professionalism and customer service I recieved from the store supervisor ***** who told me that it is not a big deal and it happens to her all the time. She then got upset and walked away without saying anything when I told her that I wanted to make a report. Then while I was checking out she didn't acknowledge me or even offer an apology. I was told by another employee that I would be contacted early the next day and I have yet to recieve a call. If this is something that occurs so often in your store like ***** mentioned then my suggestion is to not only keep a clean and safe store for your customers but to also hire a supervisor that is more equipped and professional to handle these types of situations.

  Business Response

  Date: 08/09/2023

  Dear *****************************,
  
  Thank you for emailing Ross Stores.  On behalf of Ross Stores, I apologize for your recent shopping experience at our store. 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)

• Initial Complaint

  Date:07/24/2023

  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.

  07/24/2023 5:50-6:15pm I initially I walked into the store I'm disabled from attack purported by masked unknown suspect on or about 03/05/2023 and I was fatally wounded by fatal gunshot wound. So I walk in with my Rollater walking assistance device and security was unethical and bias discrediting my handicapped as nothing I felt like I was not accommodated I requested to sit my mobility ****** at front to assist my swift departure and ease my efforts due to shortness of breath and difficulty exerting excess energy, she stated No rudely as in if federal laws do not apply to @ROSSSTORES *** so I stated it was HIPPA violation to deny my request for accommodation due to incapacitation limits. She then said I was aggressive fir reminding her about FEDERAL accomodations required by Consumer based retail and all stores, from there they brought management to register after I notified clerk as to the reductions in my return value with BRAND NEW items in stock untouched. They then stated I was hostile and *************** for no reasoning and wouldn't allow me to complete my transactions when I initially asked for reasonable accommodation. I then felt delayed, and mistreated and civil violations were done via CLERK, SECURITY, AND ON DUTY manager MENARIVA WHO Personally STATED they don't have to follow any rules I informed her if escalation and that such behaviors are unfit for management and Supervisory positions in corporate America and to apply unknown deductions to prices without informing is unfair trade deceptive practices and is illegal per UCC AND FTC regulations they then continued to defamate my character with no disregard without any justification then placed false accusations in place to insinuate I was un reproachable I never even raised my voice in this situation.

  Business Response

  Date: 07/25/2023

  Dear *******************,
  
  Thank you for taking the time to contact our offices.  I apologize for any inconvenience you experienced at our store. 
  
  **** does have an ADA ******** that is designated to serve our customers in need of accommodation.  However, the ADA ******** does not provide a faster check out.  Customers are taken in the order they join the line. 
  Youre a valued customer and we hope you will continue to shop at ****.
  
  Sincerely,
  ***********************
  Customer Service
  **************
  CS Hours: Monday thru Friday

• Initial Complaint

  Date:07/20/2023

  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.

  Greetings, Better Business Bureau,Hello, my name is ***************************; writing about the **** Store mentioned in my previous details. On Monday, June 19th (at around 6:15pm); I went to the ****, where in the store, they have a sign proclaiming that disability patrons can visit a corresponding desk where someone would assist them (during the entire duration of store operating hours) with their specific and specialty check out needs.I saw a clearly disabled person wait in line for close to 45 minutes whilst waiting for someone to help them; with security claiming to contact someone who would help them.After 45 minutes or so, someone at one of the main registers told the person that they could be expedited to the front of the line, and in the future, to notify someone that they are indeed disability, and for immediate help.But in my mind, wouldn't that defeat the purpose of having a specialized (and purportedly staffed) desk? Isn't the entire point of a staffed desk is to help those that need it (without any other inconvenient or possibly even uncomfortable public prompting)?Additionally, whilst management is listed on the sign at the door, it's not clear (in an undeniable way) in how to connect with them (via the typical methodology of Phone Number and E-Mail).Just wanted to make an advocacy group aware of this important issue and so that it can be advocated for and expeditiously forwarded to those that can do something about it.Thank You for Your Service, and Help in This Matter,Mr. ***************************

  Business Response

  Date: 07/21/2023

  Dear ***************************,
  
  Thank you for taking the time to contact our offices.  I apologize for any inconvenience you experienced at our store. 
  
  **** does have an ADA ******** that is designated to serve our customers in need of accommodation.  However, the ADA ******** does not provide a faster check out.  Customers are taken in the order they join the line. 
  Youre a valued customer and we hope you will continue to shop at ****.
  
  Sincerely,
  ***********************
  Customer Service

• Initial Complaint

  Date:07/17/2023

  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.

  Yesterday I had the worst customer experience in my life, that never happened to me before and I hope will never happen again. We were shopping at **** in *********************************, my brother was moving to the new apartments, so we were in rush to get a lot of stuff. On our way to registry he saw a snickers that he likes, so he start trying them on, it was one minute before closing time, it took couple minutes, we arrived to the registry exactly at 10:02(cameras can be checked) Woman at the registry(******)told us in the very rude manner, that store is closed and she will not check us out, I asked for manager and she said that she is the manager and we should live. We didnt know what to do, cause we had ********* of items and she was screaming, why are you staying there, we are closed. I told her, that we will not leave until she check us out, finally she did that, but kept being very rude and aggressive. I want to be contacted back and have follow up about this situation which is unacceptable

  Business Response

  Date: 07/18/2023

  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.
  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
  **************

  Customer Answer

  Date: 07/18/2023

   
  Complaint: 20332621
  
  I am rejecting this response because:

  I want follow up after conversation with ****** and hear about actions that was taken 
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 07/18/2023

  Dear Valued Customer,

  Our District Manager, who will address this situation with the store management team and follow up with you. Please allow the District Manager to reach out to you directly.

   

   

  Kind Regards,

   

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

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

• Initial Complaint

  Date:07/16/2023

  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 went t **** store on harbor ********* at 7pm on July 15 2023 The manager was coughing louding thru out the store without covering his mouth. I complained when checking out and he stared me down and told me he was not contagious and gave me a lame excuse that he had something in his hand Who hires these people I will never go in a **** store again nd

  Business Response

  Date: 07/17/2023

  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.
  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

• Initial Complaint

  Date:07/14/2023

  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.

  i thought this case was resolved but i went to the **** store and no one had a clue of who the district manager was . he promise to let me know when i was going to vist the store but i lost his number. Case # ********

  Business Response

  Date: 07/17/2023

  Dear Valued Customer,

   

  We do see that our District Manager has reached out to you regarding a prior complaint.  Please call us here for further assistance. 

   

   

  Kind Regards,

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

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

  Customer Answer

  Date: 07/20/2023

  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. *********************** told me on 07/20/23 that **** District manager and **** will be mailing out a $50 gift card to me. 
  
  Sincerely, *****************************
  
  *****************************