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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

    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/12/2023

      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 June 20, 2023, I bought a pair of shoes and the first time I wore them the shoes came off. I went to the store on July 6 with the shoes and the invoice to have them changed. because they came out of poor quality and the manager refused. They did not want to change my shoes or offer me any help. I paid 35.55$ and I want my money back.

      Business Response

      Date: 07/12/2023

      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 : CS0310511

    • Initial Complaint

      Date:07/03/2023

      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 Sunday, June 25, 2023 at 4:10PM at **** Store #**** in ******, ** (*******************************************************) I purchased a large grey Samsonite suitcase for $92.12 after tax and a small discount from the $94.99 price tag due to scuffing on the wheels and the plastic pieces near the wheels. This was for a week long trip which I had a flight for the next day.I discarded the tags and receipt after packing as the suitcase was functional. I carry it by its normal non-retractable handle to my ride to the airport. I arrive at the airport and the telescopic handle for pulling the suitcase is stuck and will not extend. The suitcase was not mishandled in any way in the preceding 18 hours since I had purchased it and I was now forced to check my bag and continue traveling.One week later it is now approximately 3:00PM on Monday, July 3, 2023 and after reading the Ross Stores General Return Policy drop-down section under the "Contact Us" portion of their website (**************************************************) which states, "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" I decide to make an exchange for a functional product. After waiting in a long line (only 2 cashiers and Manager **** barely helping between folding clothes) the Assistant Manager ****** laughs at me and tells me that he cannot exchange it due to no price tag being present after he speaks with Manager ****. I had the **** debit card I used, my photo ID, and the bank transaction on my phone with me. **** refuses to come over to speak to me until I walk over to him myself and ****** walks away after handing me the number to a customer service call center who rudely tell me that they are unable to do an exchange.I am now seeking a full refund of $92.12 as I do not have a functioning product nor want to support this company. Bank transaction screenshot attached.

      Business Response

      Date: 07/06/2023

      Dear Valued Customer,

      Thank you for contacting ********************** regarding our return/exchange policy. I apologize for the problem you are experiencing. Unfortunately, you will need to contact the manufacture of the item for repair or replacement.  Please view our full return/exchange policy at our website: www.rossstores.com  Customer also called corporate office who advised tag and receipt is required for any defective item.  


      Sincerely,


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

      Customer Answer

      Date: 07/06/2023

       
      Complaint: 20271462

      I am rejecting this response because:

      I have already emailed all 4 corporate executives as well and I already received an email and spoke with a CSR telling me the District Manager will call me. No wonder you guys have a D- rating on BBB.

      Sincerely,


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

      Business Response

      Date: 07/06/2023

      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 ****.

      Customer Answer

      Date: 07/07/2023

       
      Complaint: 20271462

      I am rejecting this response because:

      No thanks to the cookie cutter BBB response team for ****, I was able to message the four executives separately and just spoke on the phone with the problem stores District Manager and weve resolved it. Not surprised by the ** BBB rating though haha.


      Sincerely,

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

    • Initial Complaint

      Date:06/30/2023

      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.
      The incident occured on June 30, 2023 at a ************** located at ***************************************************************I got the worst customer service from one of the cashiers, which later appeared to be the manager of the store. I purchased multiple items that were packed in a few bags, and as I was exiting the store one of the bag's handles ripped, as there was too much weight put in it. I went back to the cashier and very nicely asked for an extra bag. First she told me to wait, as she was with a customer, then after few minutes she offered me the smallest bag they have. I said that it was small and asked for a larger one, with a very mean attitude and pointing to other bag that I had in my hand, she responded "Ma'm, I can only give you this small one as you already have a large bag". I was shocked by this response but still tried to be nice and said "No, I need it for a different item as one of my other bags ripped, and apparently because they put to many items in it", and I added "Why are you making a big deal for one simple bag?". She raised her voice and got mad and started yelling, saying that I needed to wait and that I'm interrupting her in a middle of transaction with another customer, and started talking over me. I asked for manager and it appeared, she was the one. I feel really sorry for that store if they have such a disrespectful and unprofessional manager, that has zero customer service skills. While I was exiting the store she still kept talking over me and never even apologized for her inappropriate reaction to a simple request. I don't think the actual issue was with the bag, she was just the most discriminative, irritated, unprofessional employee that I have ever met anywhere. Those kind of people should be kept far from working with customers in a retail industry, let alone being in customer service managing position. All this happened in front of so many customers that were shopping at the store or waiting in line at that time.

      Business Response

      Date: 07/03/2023

      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 (6 am PT - 6 pm PT)

    • Initial Complaint

      Date:06/27/2023

      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 June 27 I was at the dadeland **** station I was in the area so I stopped at **** to return an item . The item was in my purse since its a hobo size bag there was no need for me to get a cart or hold my item in my hands meanwhile I walk around the store . I finally find what I was looking for so I get in the checkout line . My turn was next but the the family in front of me was still not finished gathering there to leave . The manager came out of no where and tells me to go to register 1 . But I notice the family still has not finished . Its okay I will wait for them to be done . The manager said no reg 1 . Meanwhile her telling me that I am still like no . She then comes and snatched my bag out of my hands . I am so embarrassed and feel totally discriminated at this point . I yelled what are you doing grabbing my property . This is total harassment . I left the store and came home crying to myself that I couldnt believe this is happening to me right now . I get home and discuss with others about what happened . Their advice was to call and speak to the supervisor so thats what I did . The supervisor tried to throw the blame on me and said that the manager was just trying g to help me out . That was a big lie all the other customers where In shocked this happened . The supervisor barely spoke English and told me that I was wrong and she was right . This Superviser lady has had issues in the past with other customers she does not care . I am going to my local news station to let them know that **** does not care about the consumer its all about quick check out lines and terrible customer service and harassment also violating personal space . No one cares this is my last resort before I file a class action with others that have had this experience as I had . I know the American way is that the customer is always right , but not in ***** in general customer rights and all thrown out the door . This has resulted me so much stress I ended up in the hospital with a asthma attack .

      Business Response

      Date: 06/28/2023

      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.  At **** we do provide shopping carts for our customers.
      Your comments have been sent to our District Manager for further review.
      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 : CS0307741

    • Initial Complaint

      Date:06/08/2023

      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.
      On Saturday may 12 at approximately 1 pm I went to **** **** store located at ***************************************************************** . I was with a disabled lady as I was escorting her to the store as I am her driver . We gave the cashier a 50 dollar bill and the total was ***** tge cashier left with the money and never refunded our change. I notified management and corporate and they refuse to assist

      Business Response

      Date: 06/08/2023

      Customer called ***************** this was viewed and customer was contacted.

       

      SG
      *******************
      Work notes
      05-24-2023 11:01:10
      Hi Suzy,

      I called the customer 5/24/23, ******* it went straight to voicemail. I left a VM for him to call me back.


      The *************** talked to the customer about the situation. The customer is claiming the cashier stole $50 from him, which is not true. They do have his change of $8.25 in the safe. I had them add his name a phone number so he can retrieve it once we talk.

      Kind Regards,

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

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

       

       

    • Initial Complaint

      Date:05/15/2023

      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.
      Date: 04/30/2023 I had to return a purse that I bought earlier and went to the **** Store in South Main Street, Orange, ** because it is closer to my home. I was standing in line to return, and purchase items. The young woman who helped me was one of those who never look at you when they transact. She did not even respond to my greetings and just grabbed the purse, examined it, and put it aside. But a few seconds later, said that this was purchased 30 days ago, and I need your **. So, I showed my ** thinking that she wants to check it against my credit card that I used to buy the item. Something distracted me at this point, and all of a sudden, I realized that she is entering my ** number in the system! I asked why, and she just rudely said because the system is asking for it! Since this particular person was never friendly, I did not want to make a scene. It was a Sunday, and I knew that nobody in the corporate office will be available. I filed a written complaint to the store and talked with a Supervisor (****** in the ************* office). ****** said that our system prompts the ** message for those who do not have the receipt (which is not my case, because I had the receipt, and the tag was still on the purse), but if in the future, such a thing happens, call ** and we can somehow get around it! I know that I have been targeted for my ethnicity, and it is really hard for me to be flagged as a possible thief in a store! I believe that it is a very unethical business conduct. That clerk entered my ** number without my consent, and I feel violated. It was my first time returning something this late, and I had the receipt, and as I mentioned the tag was still on the item. The item was intact/undamaged since I did not use it at all. I just forgot to take it back sooner. In a such critical time of heightened ** theft, it is very risky to take customers' information and expose them to criminals.

      Business Response

      Date: 05/16/2023

      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)
      Case number : CS0298759

    • Initial Complaint

      Date:05/10/2023

      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.
      On May 9, 2023 at 6:00pm, I questioned the item I returned to the associate. The associate contacts security, who said she was the manager and begun using vulgar language and pulled items from my hand and shoved it into the bag I had causing it to rip. She bluntly told me there was no mistake. The security/manager(?), gave me a disturbing rude look, which frightened me. I left the store without having my item(s) priced correctly.

      Business Response

      Date: 05/10/2023

      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. Are you able to email ** back with the store that you visited when you had this experience?


      Once we have that information, your comments will be 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 **, so we appreciate your feedback.


      Thanks for sharing your experience with ** so we can make it better.

      Sincerely, 
      ***********************
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0297581

    • Initial Complaint

      Date:05/04/2023

      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.
      The Ross Dress for Less at **************, refused to allow me to use the restroom saying they didnt have a public restroom. But when I was in there last week they allowed and lady and her kid use the restroom. This is discriminatory.

      Business Response

      Date: 05/04/2023

      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 ********, **. 
      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 **, so we appreciate your feedback.
      Thanks for sharing your experience with ** so we can make it better.

      Sincerely, 
      ***********************
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0296705

    • Initial Complaint

      Date:04/18/2023

      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.
      Good morning, Definitely your store number **** at ***** *****, in which ******************************* is the manager on duty, is the ********** I have ever been. I had the most embarrassed experience in my life. I am a very good customer of your branch (I buy my clothes all over *******), and last Saturday 04/15/2023 at 9:00 o'clock I went to buy in the mentioned store. I had the necessity to use the ** and the lady of the dressing room and the manager offended myself using four letter words and awful language. They said in front of my daddy and I, using a disrespectful laughing and such a rudeness phrase and please apologize me to reproduce it by I just want you to understand how bad I felt " AQUI LA GENTE VIENE A CAGAR *************** PEOPLE COME TO S*** AND NOTHING ELSE). Believe me from this experience on I feel scared when I say your branch marketing. Sincerely, ***********************************

      Business Response

      Date: 04/19/2023

      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 (6 am PT - 6 pm PT)
      Case number : CS0293559

      Customer Answer

      Date: 04/19/2023

      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.

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

    • Initial Complaint

      Date:04/13/2023

      Type:Order 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 a pocket chair from **** and gave it as a gift. I sat on it and the fabric ripped causing the chair to cause extreme injury to my genitalia. I have seen a doctor and have been put on bed rest for one week. Im still in alot of pain. Im using my sick time to pay for my time off. I weigh below the weight restriction on the box. After contacting **** they sent an email telling me to visit the store with my receipt for a refund. Please let me know how I can resolve this. I feel i should be compensated.

      Business Response

      Date: 04/17/2023

      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 : CS0293316

    Ross Stores Inc is NOT a BBB Accredited Business.

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