Business Profile

Discount Stores

Ross Stores Inc

This business is NOT BBB Accredited.

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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

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.

Initial Complaint
Date:01/28/2025
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 am filing a complaint because, today I went to **** to Exchange a suitcase that I purchased last week....due to the wheels bending and the poor quality. The Manager, *******, would not let me return or exchange the item because, I did not have the receipt. However, I do have the tags.
Business Response
Date: 01/28/2025
Dear ******* ******,

Thank you for contacting Ross Stores 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: ******************************

If we can assist further, please contact our customer service number below.
Sincerely,
*** ********
Customer Service
**************
CS Hours: Monday thru Friday
Initial Complaint
Date:01/21/2025
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 approached any an employee accusing me of following a customer. A cashier came up to me and asked me if I was following another customer and if I was **** security. I am not security. She then went on to accuse me of following another customer. Baseless and high unprofessional. I was singled out and harassed for no reason.
Business Response
Date: 01/21/2025
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
Customer Answer
Date: 01/23/2025

Complaint: 22839891

I am rejecting this response because:
Ive already been apologized to. This seems inadequate based on the severity of being accused of following someone and baseless discrimination and disrespect. This has caused undue stress. Ex
Sincerely,

****** *****
Business Response
Date: 01/24/2025
As stated prior:

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

Customer Answer
Date: 01/28/2025

Complaint: 22839891

I am rejecting this response because:
I was informed the store Manager was on vacation by the District Manager via text.
I was told to wait until he returns. The other option was to close out the case. I do not wish to do that.

Sincerely,

****** *****
Initial Complaint
Date:01/15/2025
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.
Me and my daughter received a merchandise card from ****** we got it activated on January 13th 2025 and then we called to check the balance January 15th 2025 and we and was told that our balance of $446.14 was now $3.61 because two charges states away was made for $388.55 and one made for $53.98 on January 14th 2025 one at 10:47 a.m. and one at 10:56 a.m. and I called and talked to customer service and the lady was very rude and said that well as far as I know you're in ******** where the transactions happen and I said no I'm in ******** and you know this that's where I shop you got me in your computer system because we've been shopping at ****** for years and I asked can I get a credit back to my card or get a new card issued or get a ecard because the card was used for fraudulently in another state that I don't even reside in and me and my daughter should not have to suffer for it
Business Response
Date: 01/16/2025
Customer has contacted us. This is under review, as his Voucher/ Gift Card has been used towards merchandise and is treated as cash. We are reviewing this further for customer to assist further if possible.

Kind Regards,
*** ********
Customer Service
**************
Customer Answer
Date: 01/17/2025

Complaint: 22813259

I am rejecting this response because:
I'm not satisfied with the response we're are talking $446.14 that was taken fraudulently in a card that I got from them states away from were I live so they need to stop scammers from some how using someone else's card they don't know and to find out how they get someone's card info and if it's treated a** cash we'll $446.14 well $440 something of the $446.14 was stolen some how and that's a felony and I'm in ******** so why don't they call the cops **** ,someone do a computer face scan and go arrest the person and then since there a customers always right store and they don't have someone show ID when handing them some bad card acquired fraudulently reimburse the money spent off the card it was my kids school clothes for this spring so yes I'm very upset and the news and everyone should be called on this for real it's awful !!

Sincerely,

******* **** ********
Business Response
Date: 01/17/2025
If needed for further investigation on your end we have sent you a copy of the receipt.

Date / Time 1/14/2025 9:39:52 AM
Store Number ****
Operator *******
Transaction 8673

OWASSO, OK 74055
************
Receipt # ****-05-8673-5014-3
BARCODE DATA=****05867350143
400276576290 5pk Carousel Thong $24.99R
400280203281 2pk Cotton Stretch $4.99R
400284311470 IVY DR ****** FB 2 $14.99R
400282771931 ** PINK BRUSHED RI $8.99R
400278500378 MW OLIVE CROSS EMB $14.99R
400194377702 PETITE TOPS/SWEATE $12.99R
400284426822 MED TINT #*** 2BTN $15.99R
400283638080 31 POTASSIUM 9 $14.99R
400283552102 30.5 x 17 Rinse s $19.99R
400274222335 Y blk ds wb 2 pkt $11.99R
400275815680 driftwood/blk flc $22.99R
400275815819 blk flc embr logo $19.99R
400280676764 x ginger snap flc $11.99R
400284525549 perfectly pale car $9.99R
400283152500 90 lt **** lux fle $7.99R
400276585506 X TH NVY/RED/WHT S $12.99R
400277064567 BLACK/*****-***** $32.99R
400285211816 ***** Bloom Intens $19.99R
400278217252 GUESS SEDUCTIVE HO $16.99R
400277146676 SUNFLOWER 1.7 SPRA $10.99R
400277148625 SUNFLOWER 1.7 SPRA $10.99R
400284135168 SMOKEHOUSE PORKY B $9.99R
400278664360 BELLA VISTA BACON $5.99R
400280061300 SINGLE SIDE COCO F $8.99R
400282030519 **** WOOF DOG BO $8.99R
Subtotal $356.75
Sales Tax *****% $31.80
Total $388.55
Sold: 25 Returned: 0
Gift Card Redeem $388.55
No. **************** <SC>
Auth. No. 801506
Balance: $57.59
Receipt #:****-05-8673-5014-3
Tender Detail #:1-01-7-21-038855

Again Items were used towards a purchase as we cannot refund a used Merchandise credit Voucher.

Customer Answer
Date: 01/18/2025

Complaint: 22813259

I am rejecting this response because:

Sincerely,

******* **** ********
Customer Answer
Date: 01/21/2025

Complaint: 22813259

I am rejecting this response because:
From: ******* ******** <******************************************************************************>
Sent: Saturday, January 18, 2025 3:00 AM
To: info <**********************************************************************************************>
Subject: 22813259

22813259 is the complaint number and I still believe that since it wasn't me and the person bought stuff at one of these stores in there cards fraudulenty that I should be credited the amount back to me or sent a gift card in the amount of $446.14 because it's only right then the store in ******** should do facial recognition on the person that used my bar codes some how illegally and prosecute the person because I believe that anything over $300 is a felony punishable by up to 1 to 3 years in prison if they don't have priors so it was your card you should have a way to keep scammers from doing this and if you don't have a way witch seems the truth is get on top that with a positive attitude and is would hand some INTEGRITY AND SEND THE COMPLAINTANT A GIFT CARD OR MERCHANDISE CARD FOR $446.14 BECAUSE LIKE YOU SAY ITS TREATED AS CASH WELL THEN ,STAND ON IT AND DO FACIAL RECOGNITION AND HAVE CHARGES PUT ON THEM AND OUT OF THE KINDNESS OF YOUR HEARTS DO THE RIGHT THING AND GET ME THE $446.14 OF STORE CREDIT SAME WAY OR THE ANOTHER INTEGRITY!! THANK YOU !!!!
******* **** ********.
Initial Complaint
Date:01/14/2025
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.
Dear *************************,I am writing to file a complaint regarding an unauthorized charge made by the **** store in ********, **********, on December 16, 2024. Despite my efforts to resolve the issue directly with the store and my bank, the matter remains unresolved due to the store's refusal to take responsibility.On December 16, I made a $101.74 purchase at ****. However, upon reviewing my bank statement, I discovered an additional $73.81 charge for items I did not purchase. I contacted my bank, but they informed me they could not reverse the transaction since the store had already processed the payment.A few days later, I visited the store and spoke with the manager. The investigation revealed that when I initially swiped my card, the card reader failed to process the transaction. The cashier asked me to swipe again, which successfully completed my purchase. However, this second swipe mistakenly paid for the next customers items, creating a chain reaction of incorrect charges.Despite this being an error caused by the stores equipment and procedures, the manager denied responsibility, blamed me for the issue, and redirected me back to my bank. This behavior is unprofessional, unreasonable, and has caused significant frustration and inconvenience.I am seeking your assistance in holding **** accountable for this unauthorized charge and ensuring they refund the $73.81. Their refusal to acknowledge and correct their mistake is unacceptable.
Business Response
Date: 01/14/2025
Dear ***** **,

Thank you for contacting our corporate office. Im sorry to hear your credit card has unauthorized charges on it.

Please dispute the fraudulent charges with your credit card company. If the proper processing procedures were not followed, the credit card company will refuse the charges for you.
**********, ***** Discover, and Amex all have different processing criteria.
Please contact your credit card company to find out their policies and procedures.

Sincerely,
*** ********
Customer Service
**************
Initial Complaint
Date:01/09/2025
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 came to **** to find some things for my grandson I got there and the store is a complete mess its extremely dirty I couldnt even use the bathroom cause it looked infested like a truck stop bathroom disgusting. They floors was compacted with clothes all over and everything was dusty and dirty the employees wasnt even doing anything no reason the store should be a mess I use to manage a store and there is no way this store is up to part its in merriville *******. The management team is non existent its like they dont care about this store and it shows . I really wish some one would do something about this store because its been a problem for a while but I couldnt keep just letting it go by without saying anything because I love to shop at **** and will like to continue but not if they stores look like this everyday
Business Response
Date: 01/20/2025
Dear ***** **********,

Thank you for taking the time to bring this matter to our attention at ****.

I would like to apologize for the condition in which you found our store.

Your comments have been sent to our District Manager 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 : CS0418746
Initial Complaint
Date:01/08/2025
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.
Ms. ******* *******, Ross Stores CEO *************************************************************** From ****** ***** Sarkar *********************************** ************ ******************* January 08, 2025 Attached herewith is the communication to Ms. ******* *******,, CEO, and **** ***** V.P. Ross Stores Inc. I received a call from Mr. **** of Ross Stores, in December 2024 who said he is enquiring about the complaint and will get back to us within a week. I have not heard from him as of today, January 08, 2025. I have made several calls to his phone, but his phone goes unanswered. I strongly feel that ****** representative Mr. **** did not enquire and deliberately did not take any action at his end.This is a case of social injustice and discrimination, and I am requesting you to investigate the matter urgently and reply to me with the action taken against the Person. Cordially Yours,****** ***** Sarkar
Business Response
Date: 01/09/2025
Customer is aware of outcome and we have head concern.

Subject: FW: Certified Letter Received

Hi *** and ***,

I have attached all email responses from DM ***** to the ** team so you can see his level of follow up.
I also included both video angles for your review.

I spoke with this customer today 12/6/2024 from ****** through 4:12pm.

Unfortunately, I do not believe there is much else I can do to help support here as she made it very clear that there would be no deviation to this demand.
Initial Complaint
Date:01/06/2025
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 was at **** at approximately 2:30 on 1/6/2025.I began shopping. In women's coats when employee started correcting garments right next to me. As I moved around the isle he stayed in close proximity. As I was finishing up in the isle he came right up to me and demanded that I stop shopping so that he could remove the exact section of garments that I was looking at at.Could you please explain why he needed those exact garments at the exact moment that I was looking at them? He was bullying me out of the way. I said no, that I was looking at those items and could he just wait. I told him to back off. I mentioned that he had already followed me around the isle. He said ok. Waited 30 to 45 seconds before telling me to enjoy my shopping experience. He said this to further antagonize the situation. We exchanged a few more words. I told him that I am a Minister and then asked for his manager. He arrogantly informed me that he WAS the manager. I asked him of that was a joke bc he wasn't handling his position with integrity. He said there was another manager and I said that was good bc he didn't belong in that position. He told me that it was my opinion and he was glad that I have one. We parted ways and I kept shopping. 20 minutes later another man approached me. Funny that it took 20 minutes with no issues whatsoever before he approached me.He said that he was told that I wanted to speak to him.I told him that 20 minutes had passed and that I didn't need anything from him. I wasn't polite bc I understand that he came over to me to establish dominance and that's exactly what he did.When I told him that I didn't need anything from him, he said that he didn't need my money. I looked right at him, knowing that I had been targeted and was being bullied for no reason...and told him to go p*** himself. He then told **************** that I wasn't allowed back into the store and that I had harassed his employees. I am a Minister. I didn't harass ************ the tape.
Business Response
Date: 01/07/2025
Dear Minister ****** *******,

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 which location this occurred in so I may send this 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:01/04/2025
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 complaint has to do with the sizes being in error, I check my weight all the time and I have not gotten fatter. I went to go shop at both **** and DDs and they both have the exact same issue with the sizes being in error. With me it happened with the underwear at both locations, for some reason the Medium size is fitting like an Extra Small size and does not cover in full plus the cardboard that comes in the inside of the package had an extremely bad scent, a scent similar to F**** I called the manager on 1/4/2025 and yes, the manager whos name is ******* did agree on an exchange, but, if I upper up one size then its going to be too floppy now instead of being too tight because the sizing goes by the Waist, so me exchanging for a different size is going to make no change. The manager did state that its a Manufacturer issue, but, they are the ones selling it, and I checked different brands as well and its occurring with *************** for some strange odd reason and being sold by **** and DDs. I purchased underwear at a totally different location as well and the fitting was Correct, meaning its happening only at **** and DDs. This really needs to be looked at and investigated because it might be Hate even because of the discounted prices that they of course do have, meaning, is it no more shopping for discounts?, is that where we are at?
Business Response
Date: 01/06/2025
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. Unfortunately, you will need to contact the manufacture for any additional issues.

For more information regarding our return/exchange policy, please visit our website at ******************************.

At **** expect to find designer and brand name fashions for women, men, kids and home at everyday savings of 20-60% compared to department and specialty stores.
At **** theres always something new. The number one way to discover the best deals is to come often. Shipments arrive at our stores 3 to 6 times a week.
Initial Complaint
Date:12/29/2024
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.
******** first day of work was on November 24, 2024. During her training, she was given only 30 minutes of instruction on how to handle a register with significant amounts of money. After this brief training session, she was left unsupervised to manage all cashier transactions. She mentioned that the manager informed her, You are not in training mode, after this initial session. This lack of adequate training left her unprepared to handle the responsibilities expected of her.On November 30, 2024, just one week into her employment, ****** was interrogated by management about a discrepancy involving missing money. She was made to sign a document she did not fully understand and was subjected to questioning that made her feel accused and uncomfortable. She was asked, How can you not remember the transaction of the error?a question framed in a way that appeared to assume wrongdoing.Shortly thereafter, we were contacted by a lawyers office demanding that ****** pay $703 for the missing money, as though she had stolen it. I firmly believe it is unjust to hold ****** solely accountable for mistakes when she was not given proper training or sufficient time to learn her responsibilities. I respectfully request that this matter be reviewed thoroughly and that appropriate actions be taken to resolve the issue fairly. I believe that responsibility for the $703 should lie with the management team that failed to provide adequate training and supervision, rather than with my daughter. I also urge your company to review its training procedures to ensure that all employees are set up for success and that similar situations do not occur in the future.Leslies health and well-being have been seriously affected by this incident, and I am deeply concerned about its long-term implications. If this issue is not addressed appropriately, I may have no choice but to hold ************* and the management involved accountable for the harm caused to her.
Business Response
Date: 01/02/2025
This is an HR issue- Please contact ****************** for further assistance..
/
Initial Complaint
Date:12/23/2024
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.
There are 4 charges on my Capitol ******** card and I have no receipt or recollection of purchase:12/17 $126.06 12/10 $81.72 12/03 $89.61 11/29 $52.53 I've tried phoning for receipts and a recording on EVERY PHONE NUMBER GIVEN FOR **** says to "Press 1 for..." etc, but when you press a number, nothing happens and you just get music. No one answers any of the phone numbers.
Business Response
Date: 12/23/2024
Dear ********* ********,

Thank you for contacting our corporate office. Im sorry to hear your credit card was stolen and that you have fraudulent activity on your card.

Please dispute the fraudulent charges with your credit card company. If the proper processing procedures were not followed, the credit card company will refuse the charges for you.
MasterCard, ***** Discover, and Amex all have different processing criteria.
Please contact your credit card company to find out their policies and procedures.

Sincerely,
*** ********
Customer Service
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Customer Answer
Date: 12/24/2024

Complaint: 22725451

I am rejecting this response because: my card was not stolen. I still have it. I just don't recognize the charges given and want to see the receipts as proof I purchased the items. Kindly send me the receipts for the dates given.

Sincerely,

********* ********
Business Response
Date: 01/03/2025
Thank you for your email and contacting Ross Stores. We are unable to reproduce or copy original receipt information.

Thank you for shopping at Ross stores.
Customer Answer
Date: 01/03/2025

Complaint: 22725451

I am rejecting this response because: I did not make this charge. And you have no proof that I made this purchase. Therefore, kindly refund the amount charged to my credit card.

Sincerely,

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

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Ross Stores Inc is NOT a BBB Accredited Business.