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

  5200 Geary Boulevard San Francisco, CA 94118

• 

  Ross Stores Inc

  799 E Market St Colma, CA 94014-2108

• 

  Ross Stores Inc

  405 Westlake Ctr Daly City, CA 94015-1432

• 

  Ross Dress for Less

  6857 Siegen Lane Baton Rouge, LA 70809

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:04/03/2023

  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 would give you the original date of transaction but she didnt give me my receipt back. But the transaction was a little over 30 days. An the return associate told me I would only receive in store credit, which would have been fine because I was over 30 days. But the purse had a whole in the lining. I dont feel I should be penalized for that. Im not returning because I dont like, Im returning because the purse was sold damaged. So they should have returned back on my card. I ask for a manager an his name was *****. He also said it had to be store credit. I explained my position but he wouldnt do anything but he informed me he could override it if he wanted too. But instead he lied an said he was still in training yet he was thw only manager there. How is that possible if your training An not capable to override. He was lying!!

  Business Response

  Date: 04/04/2023

  Dear ***********************,
  
  First of all, my apologies for the problems you experienced with the item purchased. You can return the item to your nearest **** location with the receipt and tag for the article within 30 days. If the product is defective, ask to speak to the manager on duty as they will need to assist with a defective return to see if it is acceptable per our return/exchange policy.
  
  For more information regarding our return/exchange policy, please visit our website at www.rossstores.com.
  
  We appreciate your business and hope youll find all your treasures at Ross Stores.
  
  Sincerely,
  ***********************
  Customer Service
  **************
  CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
  Case number : CS0291122

  Customer Answer

  Date: 04/06/2023

   
  Complaint: 19891675
  
  I am rejecting this response because:
  I went back to the store an ask for the manager, an it was ****** The same manager I had before. He refused to correct his mistake. An its almost like hes mocking me. He told me he cant override anything an I would need to speak to someone else but they wont be back till Monday. I let him read the email because he ask. An I guess it was funny to him because he laughed an walked away. I dont believe you have managers in your stores that dont do overrides. But I guess ***** is special because he doesnt have to do anything for the customer. 
  I have worked retail over 30 years an ***** is not a manager. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/10/2023

  As stated previously all defective items require a receipt within 30 days of purchase.    Please view return policy if needed @ www.rossstores.com .

   

   

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19891675
  
  I am rejecting this response because:
  Im not sure who is responding to my complaints but you are telling me their is nothing you can do. I do have my receipt which I have sent you a picture of it. I dont feel you are willing to resolve this issue. I know the policy, I have my receipt, an the purse was defective, an the manager told me they can override the transaction but he decided no. An I feel Im getting no where now! I wanna talk your boss! Thank you!!
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/18/2023

  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 want some time of gift card or i can just return my item mentor location store horrible workers rude, bothering me around the store only talking to me keep coming up to me saying just so you know the store closing in 30 mins then in 15 mins. As if i couldnt tell time i would never return that store they are nasty

  Business Response

  Date: 03/20/2023

  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:03/16/2023

  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 shopped at **** as a black woman and experienced anti-blackness, colorism and blatant racism from Latina staff. They ignored me and did not want to serve me. This is unacceptable and I am about to contact the ************************************

  Business Response

  Date: 03/16/2023

  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.
  Your comments have been sent to our District Manager, who will address this situation with the store management team, and follow up with you as well.  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 : CS0288210

• Initial Complaint

  Date:02/23/2023

  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.

  When I got suspended I was told that they will pay me my hours for the following time that I was on suspension I never got paid my manager said they were supposed to pay me . I never got a warning before I lost my job .And the situation was mess up when others situation that happened was worst then that and I felt I should of fought the situation because I really like my job but them not paying me let me know a lot on how the operate.

  Business Response

  Date: 02/27/2023

  This is an HR issue.  Please contact ****************************** or ****************** for further assistance.

   

  Tell us why here...

  Customer Answer

  Date: 02/27/2023

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/03/2023

  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.

  ********************************************************************************************** Asian lady got an attitude with me because I didn't want to sign up for rewards! Disgraceful!

  Business Response

  Date: 02/03/2023

  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

• Initial Complaint

  Date:01/28/2023

  Type:Product 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.

  Date of transaction 12/28/2022, store #**** Date of attempted return 1/28/2022, store #**** The **** return policy states you can receive original form of payment within 30 days of purchase. When making a return on day 30, the cashier states the 30-day window has passed and that I can either keep the merchandise or receive a store voucher. I did not want the item so I had to settle for a voucher when I was really due payment returned on my debit card. I want the voucher transaction cancelled and my refund back on my debit card.

  Business Response

  Date: 01/30/2023

  Tell us why here...Dear ***************************,
  
  Thank you for taking the time to write regarding our return/exchange policy. Returns with receipt presented after 30-days will process to merchandise voucher credit.   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 : CS0280497

  Customer Answer

  Date: 01/30/2023

   
  Complaint: 18945619
  
  I am rejecting this response because: the original purchase occurred on 12/28/22 and I tried to return on 1/28/23 which is day 30. Their policy states returns after 30 days require a voucher. I'd like to understand why a voucher was granted on a return on day 30? I had not run into this issue previously. Attached are the receipts of the purchase and voucher to display the dates.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/30/2023

  Dear Customer,

   

  Our system returns to voucher after 30 days.  You were on your 31st calendar day.  Our policy is not Month to Month, it is strictly 30 calendar days.  I have sent your case to a District Manager to see if we can allow a one-time courtesy.

   

   

   

   

  Kind Regards,

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

  Customer Service 

   

  Customer Answer

  Date: 02/01/2023

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/28/2023

  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 would like to make a complaint about the loss prevention employee at the ********** **** located in *******, **. I stopped in the store tonight around 9:30pm. I used to be a regular at ****, but hadn't been in a while and thought I'd stop in on my way home. I looked up their hours beforehand and was excited to see they were still open until 10:00pm. As I walked in and a few people after me walked in, we got a nasty welcome from the loss prevention employee saying nothing but they close soon in an annoyed manner. I walked around the store for 20 minutes before I made my way up to the registers. I was looking at some of the items in line when the loss prevention employee rudely asked if I was going to checkout already (this was still about 10 minutes before close). I set my stuff down and told him that I didn't need to buy anything and could just leave. The other employees were great and calmed me down telling me it was okay, I still had time. A few minutes later, the loss prevention employee told me it had been a long day and he works two jobs. Well, I work multiple jobs too and I know how it goes. I responded to him telling him just that. That does not excuse his behavior. I checked out and he couldn't wait to kick me out and lock the doors behind me (albeit I was not the last customer in the store and it was still just before 10:00). It was not a good experience. I felt completely unwelcome by him the entire time I was in the store. Luckily the two other employees I interacted with were great. If you want customers to feel welcome in the store, this guy needs to go. I probably won't be back anytime soon after tonight's experience.

  Business Response

  Date: 01/30/2023

  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
  **************
  CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
  Case number : CS0280652

  Customer Answer

  Date: 01/30/2023

  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.
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  Date:01/26/2023

  Type:Product 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.

  ********************************************************************************************** Thursday, January 26th, 2023 V.I.P. Corporate Executive ROSS STORES, ******************************************************************************* ******************************* Regarding: Very Serious Complaint Dear Ross Stores, **** Executive:Good morning or good afternoon to You!How is your day today in sunny ******, ********** and/or wherever else You are in the World?My day is going fine, thank You, except due to the Fact that I had received Two (2) Gift Cards From ********************* Within The Last 1-3 Years And When I Went Into One (1) Of Your Stores To Use One (1) Of Them, They Told Me That There Is No Money On It!How Can That Be If I Never Used The Card To Begin With?Back On Wednesday, January 18th, 2023: When I asked the Store Representative At This Particular **** Store Location to Show Me The Transactions Of The Purchases That Were Made On That Card, They Said That They Were Unable To Do So Which Is Ridiculously Unprofessional!The Store Location That Told Me This Was Located At:1839 ******************************************************************************************************** ************** Moving Right Along: I would appreciate it very much if You Can Kindly Do The Right Thing By Putting The Money That Was Originally On The Ross Stores, **** Gift Card Back On There in which once again, I Have Never Used!Enclosed, in the attachments, please find pictures of the front and back of the Ross Stores, **** Gift Card With The Missing Original Money On It for your reference and further review. Thank You.If You would like to contact ME back directly in order to discuss my letter of Very Serious Complaint in further detail, then please call me at: Voice/Messages/Text: **************.You may also email ME back at: ************************** or [email protected] am more than looking forward to hearing back from You with a Positive Response some time in the very near future.Thank you.Sincerely yours,****** ******************* Angry And Upset Ross Stores, **** Customer /HPS Enclosures: Please See The Attachments For Pictures Of The Front And Back Side Of Your Ross Stores, **** Gift Card With The Missing Money For Your Reference And Further Review. Thank You.

  Business Response

  Date: 01/27/2023

  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 : CS0280275
  

  Customer Answer

  Date: 01/27/2023

  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.
  
  Sincerely,
  
  ***********************

   

  we solved the problem!

   

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

• Initial Complaint

  Date:01/18/2023

  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 submitted application to be a cashier at **** . **** called me couple days later for a interview . I went for interview sometime in December . During the interview the manager , ***** and I talked about the days I can work , why would I like to work here . So I ended up getting the job and ***** said he will be sending me some information ( name , address , taxs form) he said soon as I submit it I will begin working . So that same day I finish up all the paper work he send to me on my yahoo account . They call me couple days later and ask me when I can start training and I started last week of December . Couple days later I met a new manager ***** because they said ***** will no longer be in *********** location . So I talk to ***** about my schedule and how it will be different when school starts . He handed me paper to fill out my availability and ***** also handed me a schedule for next week , next week comes i meet a new manager. January 9 I went to work at 9 am . The manger tells me they do not have me on the schedule so you cannot work today come back tomorrow! I told them ***** gave me the schedule and they said Im sorry you cant work ( which I have proof ) I came back January 10 I worked 7 hours . I ask the manager for my new schedule for next because I wanted to give them heads up that I will be starting school soon ( which I communicated to all of the managers ) they said they have not made the schedule yet ! I waited couple days and I call them and ask if I working any of this week and they said Oh I forgot tell you , youre terminated because I didnt have your I9 taxes . ( which I have proof as well ) . They waited weeks after to tell me I was terminated . I would have not known i was terminated if I didnt call them ! And I fill out my I9 taxes because you cannot work if you havent had it fill out ! This has mess up my student loans I am trying to pay and my schooling . This is so wrong

  Business Response

  Date: 01/19/2023

  Dear *****************,
  
  Thank you for taking the time to write our offices. Please contact ******************  for the ************************** or you may speak directly to your District Manager. 
  
  
  
  Sincerely,
  ***********************
  Customer Service
  **************
  CS Hours: Monday thru Friday
  

• Initial Complaint

  Date:01/16/2023

  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.

  WAITED 40 minutes in a checkout line with 2 casheirs. Called the store 5x when i was in line and got hung up on every time because lady didnt know how to transfer. Called the store while i was in line because it was an extremley long line and wanted to tell her that they needed more people up front. The lady who meeting didnt speak much english and put me onto someone else said she couldnt call for up front help, the manager needed to and she was in a meeting. I waited 45 minutes and then got my things the manager came out. I told her it does not make sense if you are in a meeting and 100 people in line (no joke) and no one to call other casheirs. There was 2 or 3 employees pulling things back on shelf who could have assited the cashiers but not of the employees could have called them to let them know to help. They had to wait for a manager to get out of a meeting to ask for help which is unacceptable. ********** when i spoke with manager ******, i suggested that they have self checkout and she blatanty said they will not. I told her the loop has it and she said it was a test store and that her store CLavias store was a high volume and they will probably not have it. Then she said her store makes more money than the **** store thats why they were a test store because i suggested she bring it up in the meetings she has or with corporate office. Come to think of it: if it is infact the *********************** store makes more money than the one at the **** which i highly doubt, they should infact have self checkout lanes available to casheirs if there are only 2 casheirs available and we have to wait like if we are in a line at ************. I shop at **** all the time especially that one in particular< in the mornings when they open there is hardly any lines and sometimes there is with only 1 cashier, I often wonder where the other people are to assist. If there is an emergency in the store are they going to wait till the manager is out of a meeting to call for backup or help

  Business Response

  Date: 01/17/2023

  Dear ****** ,
  
  Thank you for taking the time to bring this matter to our attention.
  On behalf of Ross Stores, I apologize for the long lines you experienced in our store. Please let me know which location this occurred in so I may send this to the District Manager over this location, who will address this situation with the store management team. 
  
  Thanks for sharing your experience with us so we can make it better!
  
  Sincerely,
  ***********************
  Customer Service
  **************
  CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
  Case number : CS0278175

  Customer Answer

  Date: 01/23/2023

   
  Complaint: 18821889
  
  I am rejecting this 

  Pictures from today crazy lines again 3 casheirs up front. 

  Called 1x to store while in line to speak to ******* who's phone number is at front waited 3 minutes waited in line put on hold gpt hung up called again 

  ...spoke with ******** and she was very rude she said am I going to do this everytime I'm here... I told her yes if I'm here and the line is **** yes I will...she goes do u know what's going on today. I told her no I didn't...she informed me there was a big sale going on on tik too and I told her well if there was a big sale you should be more prepared if u knew this because there is only 3 chasheirs and there was only 3 last week when i was here...she said I was being rude. I told her I was not I will complain to you and the District manager...she said I was being rude and she was going to complain on me as well because I was aparterantly bothering her day...She is the rudest manager and doesn't deserve a position like this due the simple fact she does not want to hear a complaint from a customer and asked me if I am going to complain everything there was a long line...again I told her YES because it is the same amount of cashiers ad last time and the store is ABSOLUTELY not prepared in advance if there knew there was a sale in regards to Tik tok....horrible management of time mangement
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/24/2023

  Dear ****** ,
  
  Thank you for taking the time to bring this matter to our attention.
  On behalf of Ross Stores, I apologize for the long lines you experienced in our store. Please let me know which location this occurred in so I may send this to the District Manager over this location, who will address this situation with the store management team. 
  
  Thanks for sharing your experience with us so we can make it better!
  
  Sincerely,
  ***********************
  Customer Service
  **************
  CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
  Case number : CS0278175

  Customer Answer

  Date: 01/24/2023

   
  Complaint: 18821889
  
  I am rejecting this response because:never heard from District Manger or got a response as far as issuing a card for this inconvenience 3 days in a row
  
  Sincerely,
  
  *******************************