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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.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    Customer Complaints Summary

    • 218 total complaints in the last 3 years.
    • 84 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:11/02/2022

      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.
      My 1st and LAST time visiting the new store in ***************. I've never felt more unsafe. I just went in to check out the new store. The management clearly requires no credentials as they were swearing at the employees. The employees clearly have better things to do than work at ****- totally distracted holding conversations between them while servicing me?? Again, the swearing....Who does this in a corporate business that actually wants to sell products, obtain and retain customers? Unacceptable. I should have taken pictures of the laziness but I was also nervous..The environment was hostile and NO customer should EVER have to feel the way I did.

      Business Response

      Date: 11/03/2022

      Customer has reached out to us here at Corporate this has already been sent to our District Manager who will review and address this issue.  

       

      Kind Regards,

       

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

      Customer Service

       

       

    • Initial Complaint

      Date:10/28/2022

      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.
      Went into **** to shop where I was immediately harrasrd by loss prevention staff and followed around the store and i became a very uncomfortable for me at this point. i seen the loss prevention man staring at me go through my underwear on the other side of the store. I asked him to stop giving me unwanted attention, he gets hostile and puts his hands on my purse which was in the **** car and tries to put his foot onto the car and aggressively jolted me and my belongings forward. I immediately felt my anxiety rise and became so defensive and Started to argue with him and was still being aggressive and overbearing. I head to the register so there was no actual problem that occurred that would have the staff treating me bad. I just don't appreciate being aggressively asserted and the reach onto my purse was very unprofessional.

      Business Response

      Date: 11/01/2022

      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.  Please let me know the location so I can send this 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, 
      Ira ********
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0263893

    • Initial Complaint

      Date:10/24/2022

      Type:Product 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.
      I purchased $51 of merchandise from this location on 10-20-2022. I am a frequent shopper here, the next as I was browsing my bank statement, I realized that I was charged $306.39. I immediately contacted the business because I told the cashier to put my receipt in the bag but she didn't. I spoke with a supervisor named ********* explained to her what happened and asked her to please review the cameras. ******* told me that the cahier didn't put my receipts in my bag. She also told me that she saw what I purchased on camera. I asked her if I could come and get my refund because I was clearly scammed by the cashier. The supervisor did contact her boss and explain the situation and told me I had to come on Monday with my bank statement to prove this. This is unacceptable even after viewing the camera's and finding my receipt in the system. I should have been made whole as soon as they realized their mistake!

    • Initial Complaint

      Date:10/19/2022

      Type:Product 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 10/18/22 I went int ****** store located at *********** location I had to do a return as I walked in I asked the staff was someone taking care of returns because there is a display for a 2nd line for returns only. she said yes and called for support to help me as I went to be helped the customers in the opposite line were upset saying they been waiting I advised there is a separate line for returns and the employee ****** told me I have a choice to take who I want and advised me to step aside. I was in awe at this remark one being All Ross stores display a different line for returns for the simple fact it's not a purchase and she reacted off her own judgement and feelings and disregarded store policy and recommended procedures.

      Business Response

      Date: 10/20/2022

      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.  **** does use a rotation system between both lines. 
      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:10/18/2022

      Type:Delivery 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 October 17, 2022 9:45 p.m.Ross dress for less *****, ** They are racist undercover person following me staring continues. Called me white privilege I hate shopping in ************* never again. I will take my shopping business to another city. Too much discrimination

      Business Response

      Date: 10/18/2022

      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 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:10/04/2022

      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 9/29/22 I went into a **** store just to look around and I ended up spending $78.00. I went to purchase and there wasn't a line and a woman offered to help me. She started ringing me up but was clearly distracted talking to another one of her coworkers. I have NEVER EVER had to check my bags to see if all of the items I purchased were in them. So I paid and left not worried that anything would be missing from them. So I get home excited to show my daughter the 2 new books I bought for her only to discover they weren't there. I only had 2 bags and one of them only had Playdough inside. I completely emptied out the other bag and they were not in there. I called the store within 3 hours of my purchase. I was told to bring the receipt in and they would review the footage. The woman who reviewed the video claimed that the books were inside the bag with all of the clothing that I had purchased. I asked her if she was sure because I had already checked at home and they weren't there. She said yes. I thoroughly checked my front seat where I had placed the 2 bags and the books weren't there and I checked through the clothing one more time and sure enough the books weren't there. I called corporate and they said they would message the store to have someone else review the video at the time of purchase and I would hear back from them the next day. I did not hear from anyone the next day. I called corporate back 2 days later and they told me the manager called me back the day before and left a message that he reviewed the footage and that I did receive all of the items that I purchased. I did not have a missed phone call or a message from the store manager. I asked the woman from corporate if they could review the footage and she said they do not have access to the video from the stores. This is so frustrating! It isn't even about the money I just was excited to read my daughter 2 new special books that night. I will not return to **** after this horrible experience!

      Business Response

      Date: 10/17/2022

      Dear Valued Customer,

       

      We have received your complaint and viewed footage more than once.  All items were taken. 

       


      10-03-2022 11:56:14
      Good evening,

      After reviewing camera the customer took all of her belongings with her. I gave the customer a call and she did not answer but I left a voicemail.

      Thank you,
      ***********************

       

       

       

       

      Kind Regards,

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

      Customer Answer

      Date: 10/17/2022

       
      Complaint: 18166748

      I am rejecting this response because: I did not receive the 2 books I was charged for on my receipt. Like I said before, the cashier was distracted talking to a coworker while she was ringing up my items. She must have put the books in another bag and forgot to give them to me. I did not check my bags before I left the store because I have never had an issue with items missing from my bags in all of the years I have shopped at ****. I do not know if the store is protecting the cashier who didn't give me the two books I bought and never received but suffice to say, I am greatly disappointed with the poor handling of this situation and will not return to this **** location. I hope that this doesn't happen again to any other **** customers.

      Sincerely,

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

      Business Response

      Date: 10/18/2022

      Dear Valued Customer,

      We have received your complaint and viewed footage more than once.  All items were taken. 


      10-03-2022 11:56:14
      Good evening,

      After reviewing camera the customer took all of her belongings with her. I gave the customer a call and she did not answer but I left a voicemail.

      Thank you,
      ***********************




      Kind Regards,
      ****************** Customer Service 

    • Initial Complaint

      Date:10/02/2022

      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.
      I have been a resident of ********* for many years now ,i like to shop at Ross Dress for Less because of the value however i also shop to donate to families in need and who have lost everything in ********** Fires . I spend alot of my own money to help other people out and also for my family, There is a Africa American Manager in the store everytime ,yes everytime i shop there she follows me looks in my basket and sometimes if my purse is open she will stand right next to me and look threw my stuff Everytime ,im caucasian but married a African American Man , my cousins have shopped with me even tried to video her but the thing is when im with my black family she doesnt bother me or come near me , only if im alone i have seen women with strollers full of stuff she doesnt watch them or other people with large bag or anything like that in there shopping cart . She is Racially Profiling me because im white and its unexceptional, i spend $200 or more a week to gift the unfortunate and i do not deserve this treatment ever , i shop in **************** store also Navato store there always kind never had anyone look into my basket or my purse . I'm tired of having to drive to further away stores to avoid her desrepect and racism. I live in the marin city ********* community and should be able to shop near my home in comfort and respect but seems i cannot because she wont stay away from me the whole time im in the store. I want a resolution, apology and from the company ,i live in a mainly a ************************** so yes im being racially profile, i may want to take more action with the company because this is definitely a Racial profiling case. I have called the head office reported this issue already no one calls me back or let me know what has been done to change this issue in the store with this matter. I want justice and corporate to contact me back this time.

      Business Response

      Date: 10/04/2022

      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 : CS0259543

      Customer Answer

      Date: 10/04/2022

      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,

      ********************* i think your human resourse needs to contact me ,this is race destination 

    • Initial Complaint

      Date:10/01/2022

      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.
      Ross stores return policy ***** I will never shop here again. If you use receipt they try to give you a mark down price for a few cents and then when you dont have the recent the system says that you cant if you did a few returns before without receipt. They need to get their system like Burlington stores when you give your number it looks up your purchase everyone dont keep all of their receipts piled up as much as I shop in this store I will never go back again. Especially when I change my mine on something and just end up losing my money. Not to mention your lines are always long and the employees here are rude and always act like they dont want to work or help customers

      Business Response

      Date: 10/04/2022

      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

    • Initial Complaint

      Date:09/23/2022

      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 was placed on paid leave pending a claim being made with HR regarding an allegation of harassment. It has been over 2 weeks and I have not been contacted by HR and I am still on paid leave however the store has taken me off the schedule giving me 0 hours before any investigation has taken place. As a result I should at minimum get part time hours of ***** hours reflecting my normal scheduled hours while I continue to wait for HR to reach out to my manager and myself. As of the moment I am not being paid while be on paid leave pending the investigation.

      Business Response

      Date: 09/23/2022

      Dear ***************************,

       

      Thank you for taking the time to write our offices. Please contact ******************  for the **************************

       

       

       

      Sincerely,

      Ira ********

      Customer Service

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

      CS Hours: Monday thru Friday

    • Initial Complaint

      Date:09/20/2022

      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.
      Three incidents of racial discrimination. Two of these incidents were reported to the corporate office. I have in my possession the audio from the last two incidents. The last incident to place 9/3/22 . I have a house in ********** also I have lived there for almost 35 years. I participate in all our community meetings when I'm in town. The second incident I came into the store to purchase merchandise for our non profit and extended family and I noticed a homeless looking man putting clothing down his pants. As always I notified a security officer...a young women.. She said ok.. I continued shopping .A voice came over the loudspeaker saying the **** was on its way many times ..I thought it was for the homeless gentleman. I later found out it was directed at me. No one else was shopping and i was being watched. By this time I was at the backwall picking out LOL surprise dolls and Na Na Surprise dolls. With the announcements becoming louder and more frequent I started recording on my phone....To cut this story short I called the corporate Office in ****** explained it all to them...never received a call from the regional or distract manager, I went back to the store talked to a manager...they apologized and the knew who the young lady was on the loud speaker. And I spoke to the security guard that I know and he apologized..... and 9/3/22 it happened again i have the audio on my phone again. And called the corporate offices once more. Now waiting for a call from the distract manager ***********************..I realize the BBB does not deal with racial discrimination. But I wanted to have this on record with the BBB. And I have contacted the ************************ in *************. Thank you for your time, *******************

      Business Response

      Date: 09/20/2022

       

      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.  We will reach out to you within 3-5 business days.

       

      Regards.

       

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

      Corporate Customer Service

      Tell us why here...

    Ross Stores Inc is NOT a BBB Accredited Business.

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