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 Stores

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

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:01/15/2023

  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.

  These incidents happened on 2 separate years in ****************.First incident happened in 2013. I don't remember the month but the store was located in ******** **.I was accused of stealing a pair of pants inside of the **** fitting room. I was interogated by both the attendant & the Loss prevention both were intimidating. It was I who then noticed the pants misplaced on a huge pile of clothing that wasn't hung up on the clothing rack.2nd incident happened on April 25th 2018 a cashier stole a pair of Adiddas shower slide sandals as she was scanning them at check out. She scanned the item then being sneaky she rapidly threw the sandals under her cashier station. The cashier also didn't remove a anti therft device off of some sneakers. When my ********** attempted to leave the store the store alarm went off & my ********** were detained by a loss prevention officer who then had to make dump out all of the contents of our bag to FIND where the tag was located. So, cashier ************************** didn't notice the missing sandals until I got back to my barracks later that evening. My mother being elderly didn't know were the receipt was & we were unable to return to the store b/c I was too far away & would have had to catch a ferry. But the cashier got free sandals at my Mothers expense.This store was located in ******* ** on **************.I never want to shop at any **** again.I now live out of state I sure hope the employees are not as sketchy as in ****************.

  Business Response

  Date: 01/16/2023

  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. 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 FridayTell us why here...

• Initial Complaint

  Date:01/09/2023

  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.

  I was working at **** for 3 weeks on and off but in thay time they kepted making it difficult for me I told them my availability had changed and it became an issues every time, I still haven't received any paycheck of some sort the last time I spoke with a store manager she said it would be handled and receive a call never got one now when I call it's a straight to voicemail I've called the store difficult and I am always told she will call me back and never does. Is there anything you guys can do ?

  Business Response

  Date: 01/09/2023

  Dear *****************************,
  
  Thank you for taking the time to write our offices. Please contact ****************************** for further assistance.  
  
  
  
  Sincerely,
  ***********************
  Customer Service
  **************
  CS Hours: Monday thru Friday
  

• Initial Complaint

  Date:01/07/2023

  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.

  I was at the **** store in ***********, ** located on 23rd street on 01/07/2023 when I was harassed by a store worker. I had just given birth a week ago and am in extreme pain still, swelling and back pain. I was in the store looking for underwear for my older son when I was looking for some located in a big bin overfilled. When I walked up to the bin a box of shirts slid off of the top of the pile and landed on the floor. Immediately a "manager" loudly says oh you aren't going to pick it up in front of everyone. Then I'll pick it up attempting to embarrass me in the store. She got into a heated argument with me then decided she was going to stand in front of me and stare at me while I continued to shop. I decided to leave the store after paying for my items before the situation escalated any further.

  Business Response

  Date: 01/09/2023

  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

  Customer Answer

  Date: 01/09/2023

   
  Complaint: 18703750
  
  I am rejecting this response because:
  
  It's a very watered down apology. You cannot treat people and loyal customers in this way. Hiring managers that will harass customers without knowing what they are dealing with. You can't just walk up to people with smart a** comments and not expect anything in return. You don't know what people are dealing with or their mental state at that time. This is why so much violence goes on in this world. What if I had a gun and what she said was the last thing to set me off. You must treat all humans with dignity, respect and compassion if you expect to get that in return. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/07/2023

  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.

  Purchased one item on 1/07/2023. It was an undergarment. Brought home, put on, got stabbed by the 1/2 of the security tag that was not removed from the undergarment at the time of purchase. Attempted to contact website to file a complaint directly with **** without success due to error messages.

  Business Response

  Date: 01/09/2023

  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.
  Thanks for sharing your experience with us so we can make it better!
  
  Sincerely, 
  ***********************
  Customer Service
  **************
  CS Hours: Monday thru Friday
  

• Initial Complaint

  Date:01/06/2023

  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.

  Today I tried calling **** customer service line about a previous issue because I thought I was going to get contact By Contacted by the regional. I then got a woman on the customer service line and she sounded kind of agitated. But I told her my issue And as soon as when I was finished telling her she started to reply and yo kinda loud or pretty loud to me. So I asked if she can please not yell and then she lowered her tone and she said that she wasn't yelling and I said no you were that's why I asked if you could please stop yelling and then she started to get very rude and ****** with me and started to yell out a personal attack on me saying I don't know why you have to call here this early in the morning and I don't know why you're here contacting BBB. I've been said I do not know why you guys at **** are acting like a bunch of a--holes. Then she said that I was cursing at her and verbally abusing her and so on because I said how **** has been treating me for the past month. Then I said if you feel like that I think it's best for you to transfer me to somebody else. She then said no if you want to get transferred you would have to call back. So I then said OK then you have to transfer me to someone and then she said well I can transfer you to the automated system view torate the phone call I said ok yeah sure. She then disconnected the phone and I wasn't transferred to that system whatsoever to rate the phone call.Also during the call she said that the phone call was being recorded so I do believe that would be best to pull up because I called 1/6/23 at around 8:05am. To add this issue had nothing to do with the reason why I was calling **** to begin with.

  Business Response

  Date: 01/06/2023

  Tell us why here...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 will follow up with you. 

  
  Sincerely,

  ***********************
  Customer Service
  **************
  CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
  Case number : CS0276547

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18695818
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

   

  I need more information on how this problem with your rude disrespectful staff will be handled. Do to this isn't the first time this has happened. 

  Business Response

  Date: 01/09/2023

  This has been sent to a District Manager for a call back. 

  Customer Answer

  Date: 01/10/2023

  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,
  
  *******************************

   

  Yes I got in contact with someone at **** about this hole problem and it is taken care of

• Initial Complaint

  Date:01/05/2023

  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.

  The employees at Ross stores exhibit racism towards me .The behavior in which the employees showed me on January 3 2023 at 10:47 am doing an transaction which involved an cashier manager and myself was racially exhibit.It was embarrassment and showed lack of respect imprudent. This store in which the situation happened is located on ***** and forest in ****** ***** The item that I purchased cost more than what the item was worth .the item materials is coming apart and the threads is unraveling at the seams.

  Business Response

  Date: 01/06/2023

  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. 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.  On you receipt it indicated you purchased a item SOLD AS IS with damage known.  Please see our policy and your receipt.  I also see we have received 2 calls from you and did forward to the District Manager for review.  
  
  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

  Customer Answer

  Date: 01/08/2023

   
  Complaint: 18688480
  
  I am rejecting this response because:the store did not mention  any means or are not attempting to resolve the issue with an refund 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 01/09/2023

  
  
  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

• Initial Complaint

  Date:01/02/2023

  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.

  THE MANAGER WHO IS HISPANIC gives out discounts to the Hispanic customers. And also allows her boyfriend and other employees to steal merchandise. Take things for free she's been doing this since September 2022..allowing her friends who are Hispanic to run in the store stealing and run out with large quantities of clothing. For 2 years..

  Business Response

  Date: 01/05/2023

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

• Initial Complaint

  Date:12/31/2022

  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.

  As we stand in line this morning theres only one cashier. Customers complaining about calling other cashiers the employees laugh and have no customer service skills. When the customer asked if there is any other cashiers, the employee responds with no. Customer ask why cant you get on and ***** the employee says I cant and I dont owe you an explanation but if I cant. It took 15 minutes before someone else got on. **************** here is horrible.

  Business Response

  Date: 01/02/2023

  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 us know which location this occurred in so I may forward 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 : CS0275486

• Initial Complaint

  Date:12/28/2022

  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.

  A few days before Christmas I purchased a perfume ($39.99) from **** located in Laurel ***** as a gift. Given it was a gift in removing the price the plastic covering was removed. The person had a reaction to the product so I attempted to return it today. Because i didnt have a receipt I indicated to the store manager I had the card I used and all I needed was store credit to get something else for the person - no need for a cash refund. The response I got was once the product was out of the plastic wrapping it was non-returnable. I asked how can you smell the perfume to know and where was the notice to customers- she said in their return policy. I told her the return policy is printed at the back of the receipt after purchase and she said call corporate. I called corporate and their response was it my responsibility as a customer to know their return policy and I told them for products deemed non- returnable they should have a sign at the products eg food and perfumes stating that. They said the signage is at the store - when I looked around the sign is a small sign that doesnt state open products no refund but only states full refund on merchandise not used , worn or altered. Neither corporate or the manager has attempted to even issue a store credit. **** must institute changes in their stores with clear notifications to customer on this and at a minimum their cashiers should state this to customer at point if sale. Issue is still unresolved

  Business Response

  Date: 12/28/2022

  Dear Customer,
  
  Thank you for taking the time to write our office.
  
  Below is a copy of our return/exchange policy. Unfortunately, once the fragrance has been used or the packaging opened, we would not be able to return the item. 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.
  
  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 ********************** 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.
  Please click on the following link to view return / exchange policy: *************************************************
  
  
  Sincerely,
  ***********************
  Customer Service
  **************
  CS Hours: Monday thru Friday

• Initial Complaint

  Date:12/26/2022

  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.

  My girlfriend bought me a pair of polo boots from Ross dress for less, Upon trying the boots on we realized that the boots had been placed in the wrong sizing section, the boots were supposed to be size 10 and a half and they were size 9 and a half instead.. so the boots DID NOT fit me at all so i never actually wore them. I tried to return the boots 2 days later since the store was closed for Christmas.. upon trying to return or exchange the boots for ones that actually fit me.. the cashier told me that they looked worn and that he couldn't take them back.. i literally opened the boots up and told him to smell him because they're literally still brand new and still in the same condition that they were purchased in.. He persisted that he was unable to help me in any way so i asked him if there was anything futher that i could do and he laughed and told me to call the number on the back of the receipt.. so i left and went home to call the number on the receipt.. when i got home i pulled the boots out of the **** bag he had put them in and there was no receipt with them at all now.. so it seemd like a personal issue or something.. so i went back to the store and waited in line to get another cashier.. i saw that i was next in line and that i would be at his register again so i told the woman ahead of me to go head with her purchase.. when she got to the cashier he was laughing and said that he didn't know why i was back here again and that i wasn't going to get any help.. so i waited to speak to another cashier.. i explained the situation and told her.. i asked this guy over here and he wouldn't take them even though they're in brand new condition and i had the receipt and i informed her that he had kept my receipt.. she said "We're waiting back for a response from corporate" and bold face lied to my face.. before i had left no contact attempt to corporate had ever been made.. so i told her that i knew she was lying and that i at least needed my receipt back from the guy that had laughed and kept it.. he denied having it and said "I threw it away i think" So i asked for a new one and they told me they wouldn't give me a new one either.. i just need some help with this bad business

  Business Response

  Date: 12/27/2022

  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 ****.