Business Profile

Discount Stores

Ross Stores Inc

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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

219 total complaints in the last 3 years.
85 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:12/20/2024
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.
I purchased a record player about three weeks ago and the speakers did not work. I brought it back and they said they couldnscan the item and use my card. They couldn't scan the barcode because it faded after a few weeks? Now I'm stuck with a broken record player. I need someone to look up my receipt and authorized a return for the $59.00. I'll accept store credit
Business Response
Date: 12/20/2024
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.

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

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 : CS0413004
Initial Complaint
Date:12/20/2024
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.
ON 12/15/2024 I made a purchase for *****, the system went down after i swiped my debit card. I was advised that my card was not charged twice. After looking at my account the money was taken twice. I went to **** to show them the charge was done twice at that time the supervisor told me to call their corporate office since the computer did not make two receipts. Called cooperate the *** stated she could see where my card was charged twice but it was reversed. So, I called my bank the bank advised me yes, they card was doubled charged but the payment was not reversed in ****** end. This has caused a huge delay in me completing things I need to get done as this account is used for emgerencies.
Business Response
Date: 12/20/2024
From: **** ***** (Customer Service)
Sent: Thursday, December 19, 2024 10:39 AM
To: ******************** <****************************>
Subject: Ross Stores: *********

Hi ******,

Here's the reversal that processed for the additional charge to your account.
Your bank will be able to assist with locating with this information. Processed the same day as the transactions.

5943259***0 **** STORE #*** 12/15/2024 12/16/2024 MASTERCARD ******XXXXXX0001
42.16 Purchase ****** *********************** ******************** 3 Mastercard 6339 ******************************************* ****** (*****) Debit Hybrid (PIN and Signature) 2 Debit 1 COASTAL COMMUNITY BANK 12115

5943259***0 **** STORE #*** 12/15/2024 12/16/2024 DEBIT CARD ******XXXXXX0001
42.16 Purchase ****** ****** 9 Maestro 6339 8258 AGORA ******************* ****** (*****) Debit Hybrid (PIN and Signature) 2 Debit 1 COASTAL COMMUNITY BANK 12115

5943259***0 **** STORE #*** 12/15/2024 12/16/2024 DEBIT CARD ******XXXXXX0001
-42.16 Reversal ****** ****** 9 Maestro 6339 ******************************************* ****** (*****) Debit Hybrid (PIN and Signature) 2 Debit 1 COASTAL COMMUNITY BANK 12115

Kind regards,

**** *****

Customer Answer
Date: 12/23/2024

Complaint: 22714622

I am rejecting this response because:
My account shows where I was doubled charged. It was a busy day and the card reader went down. The lady at check out had me wait until the reader came back up and asked me to reenter my card at that time she stated I will not be charged twice so I tapped my card.
the
Sincerely,

****** *****
Business Response
Date: 01/02/2025
Tell us why Here's the reversal that processed for the additional charge to your account.
Your bank will be able to assist with locating with this information. Processed the same day as the transactions.

5943259***0 **** STORE #*** 12/15/2024 12/16/2024 MASTERCARD ******XXXXXX0001
***** Purchase ****** *********************** ******************** 3 Mastercard 6339 8258 AGORA ************* ***** ****** (*****) Debit Hybrid (PIN and Signature) 2 Debit 1 COASTAL COMMUNITY BANK 12115

5943259***0 **** STORE #*** 12/15/2024 12/16/2024 DEBIT CARD ******XXXXXX0001
***** Purchase ****** ****** 9 Maestro 6339 8258 AGORA ************* ***** ****** (*****) Debit Hybrid (PIN and Signature) 2 Debit 1 COASTAL COMMUNITY BANK 12115

5943259***0 **** STORE #*** 12/15/2024 12/16/2024 DEBIT CARD ******XXXXXX0001
-***** Reversal ****** ****** 9 Maestro 6339 ******************************************* ****** (*****) Debit Hybrid (PIN and Signature) 2 Debit 1 COASTAL COMMUNITY BANK 12115here...
Customer Answer
Date: 01/05/2025

Complaint: 22714622

I am rejecting this response because: After speaking with my bank institution, they did advise me my card was charged twice so its looking like I was charged 4216 twice like I made two separate purchases back to back. I uploaded a copy of my bank statement showing where both charges were taken out of my account and never returned. When the purchase was made I swiped my card the first time. The system went down when the system came back up after the cashier reset her computer on register 1 I believe it was the first one when you walk in the door I tapped my card the second time. I was reassured at that time my card was not charged both times so when I check my statement it showed that my card was charged both times. If the ***** was returned the second transaction would be green.

Sincerely,

****** *****
Initial Complaint
Date:12/16/2024
Type:Sales and Advertising 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.
Dec 15 2024 I visited **** at ******************************************************************. I had some items to return for my mother who misplaced her receipt (she has dementia). Soon as I walked up to the counter and advised the lady I had a return she begin getting Loud stating oh no thats ***** ******** we dont do returns. She stayed I could only return $50 worth of items and your only allowed 3 returns without a receipt. I stated thats not the **** return policy. The customer service *** then begin yelling and called the manager over to the register. I stated I dont have my receipt the manager then stated I can only return $50 worth of my items and I would have to do 3 return transaction which will be all my allowed returns without a receipt. She did that because they were basically accusing me of stealing items and trying to return them. I am an African America women and was definitely racially profiled. I was treated horribly during the whole process.
Business Response
Date: 12/17/2024
For merchandise (not used, worn, or altered) accompanied by the original receipt within 30 days of purchase, a full refund will be issued in the form of payment in which it was purchased. For purchases made with a credit or debit card, the refund will be issued to the same card used for purchase. The credit or debit card used for purchase must be present to complete the refund. Previous exchanges made without a receipt will be treated as non-receipted transactions.
Refunds, store credit or exchanges will not be given on any merchandise that is used, worn or altered.
Merchandise returns without a receipt will require a valid picture ID and will be refunded in the form of a Store credit or exchanged at the items current selling price. If the refund is over $50, the Store credit voucher will be sent by mail within 21 days of the return transaction. Vouchers will be mailed to the address listed on the valid picture ID.
********************** 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.
Returns or exchanges of Swimwear and Lingerie must have original ticket attached.
A (5) day waiting period is required for a cash refund on all merchandise purchased with a check. When you provide a check as payment, you authorize us to use information from your check to make a one-time electronic fund transfer from your account. For inquiries, please call **************.
Merchandise returns with a receipt older than 30 days will be exchanged or credited with store credit.
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.
Initial Complaint
Date:12/16/2024
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.
On Sunday, Dec 15th at approximately 9:30 am, i shopped at the ********************************************************* location for a belt. I observed the security guards / loss prevention blocking the door and physically preventing customers from exiting the store without first showing thier receipt and allowing then to rummage through the bags of the property they had purchased. I observed the security guards / loss prevention vigilantly staring at the custumers as they were presenting the merchandise to the cashiers and paying for the items. Upon presenting the single item i purchased, a belt, to the cashier I paid for the item and began walking twords the exit, the security guard physically blocked my path and demanded in a very aggressive and rude manner that I show him my receipt and "prove i hadn't stolen" the item in the bag while forcedly grabbing the bag from my hand. The security guard unlawfully detained me by physical force and intimidation and falsely imprisoned me while simultaneously and unlawfully depriving me of my property by forcedly removing it from my possession. Courts have ruled in several cases that this behavior is highly illegal and constitutes a crime by both the individual and the company for whom he is representing. Your organization needs to better train your employees who are either committing criminal acts against your customers on behalf of individuals tasked with supervising them or acting as rogue agents exposing you to tremendous liability both civaly and criminally. This experience was humiliating and traumatizing and I plan on taking further action pending your response and proposed resolution.
Business Response
Date: 12/17/2024
Im sorry for the inconvenience.We are conducting a pilot to check all Customer receipts to ensure they are charged correctly. We are happy to share any feedback you may have about this process. We appreciate your feedback and apologize for the experience.
Customer Answer
Date: 12/17/2024

Complaint: 22691726

I am rejecting this response because: The loss prevention team at this location physically blocked my path and stated they needed to ensure I hadn't stolen anything, the security guards do not have a legal right to physically block the path of exiting custumers by force and intimidation. This is illegal and has been ruled illegal by several courts. Thank you for publicly admitting this is being done at the direction of your corporation, I will be contacting my attorney.

Sincerely,

**** *******
Business Response
Date: 12/17/2024
Customer has mentioned; legal for a pilot phase. I do Apologize and have sent your concerns to the appropriate department.
Customer Answer
Date: 12/17/2024

Complaint: 22691726

I am rejecting this response because: they have publicly admitted that they have instructed thier loss prevention team to physically blocked the exit and prevent custumers from leaving the store under the premises that they are ensuring they were charged correctly, this established intent to harass and violate the rights of custumers who have purchased merchandise. Unless you have reason to believe the cistumer has stolen merchandise, you are violating the law by falsely detaining all custumers as you call it a pilot phase. This has been ruled in several courts that this behavior is illegal. Your basically saying that anyone who enters and shops at **** is a suspected thief. The mere action of being a customer of **** makes you a suspected thief. Thank you for admitting this is your intention.

Sincerely,

**** *******
Initial Complaint
Date:11/26/2024
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.
I was a recent customer at Store #****. I want to submit this complaint based on fraudulent store practices. I purchased several items on last week. I went to the store to return two of them for a smaller size but could not find them. I wanted to re-purchase the items but was told that I could not and that they had to be returned to inventory. When I asked for clarification on what return to inventory means--it simply meant placing it on a hanger and putting it on the shelf. I asked why I could not just re-purchase the item and was told it was company policy. I asked to speak to a manager and I called **** customer service. There is no policy visible that states this foolishness. Something needs to be done about these retail stores.
Business Response
Date: 11/27/2024
Customer has called in to corporate office and explained in detail that we do not resale merchandise for repurchase or discount purposes. ALL returns go back for inspection and inventory and can't be repurchased same day.

Work notes
11-26-2024 14:23:27
I explained to the customer that merchandise purchased on any other day besides Tuesday is not allowed to be returned and repurchased for the discount.
Initial Complaint
Date:11/22/2024
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 harassed by the security guard name *****. And damaged my purchased product. ***** reach over and grabbed my receipt before I know what was going on. When to told him what he was doing. His response was, if you don't like it, sue us then". I told him unless I am part of a membership like ****** that requires it members to show their receipt when existing. But you don't reach over and g grabbed my receipt and damaged my personal stuffs. I asked him to call the manager. Told me that it **** policy, and if I have a problem with it to Contact **** ***************** ***** again, stated that to "sue" ****. I'm going to take on the security guard advise and I'll be reaching out to a Civil Right Attorney. Also their security guard reach out and grabbed my receipt with my consent and in progress reached me without my consent. Will be also contacting the **** too. I reach out to **** **************** Case # *******. Receipt # ****-03-2275-4327-2
Business Response
Date: 11/22/2024
Customer contacted Corporate as states he is also seeking legal which will prevent us from working directly with Customer. Our District Manager is willing to call and hear complaint and do his best to resolve if needed.

Will contact customer and ******************** her concerns.

Thank you,

***** *****
District Manager D55 |
Customer Answer
Date: 11/27/2024

Complaint: 22592898

I am rejecting this response because:

Sincerely,

****** ****
Business Response
Date: 11/27/2024
Im sorry for the inconvenience.We are conducting a pilot to check all customer receipts to ensure they are charged correctly. We are happy to share any feedback you may have about this process. We have offer for a DM to reach out to you regarding your experience.

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

Customer Answer
Date: 12/03/2024

Complaint: 22592898

I am rejecting this response because: your DM has NOT bothered to reach out to extended his apologies.

Sincerely,

****** ****
Initial Complaint
Date:11/20/2024
Type:Billing 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 applied for a department store credit card and was sent a letter stating they could not identify me. The letter came from the new application department. I called with a reference number and was still told I could not be identified because they were showing another telephone number on file to call. I advised the *** that I only have one phone number. She said I would have to call the 3;credit agencies for which I did and all 3 said that they have my correct phone number. I got another letter in the mail regarding the **** department store credit stating they still could not verify my identification. So I called the commenity bank and **** credit card and absolutely no one knew where or whom I needed to speak to again regarding my verification. I then went back on the **** website to apply for the credit card again and got a response that I could not apply because I already have a application being processed. This is totally backwards and unprofessional on behalf of **** and *************** No one knows who does what.
Business Response
Date: 11/20/2024
Dear ******** ******,

Thank you for contacting us.

How will I know if my application has been approved?
You will be notified immediately on your mobile phone or online if you are approved. If you are not approved immediately, you will be notified by mail regarding your application within ***** days of submission.
What bank issues the **** credit card?
Comenity ************ issues the **** Credit Card and **** Mastercard.
When will I receive my **** credit card?
If approved, you will receive a credit card welcome kit in the mail within 7-14 business days.
If you are having trouble with your **** credit card, you should contact Comenity ************ by logging into the Account Center page.
You can also contact the phone number on the back of your card:
**** Credit Card: **************
**** Mastercard: **************
You can sign into Account Center to chat with an associate or send a message through Secure Message Center.

We hope you continue to find your treasures at *********

Sincerely,
*** ********
Customer Service
**************
CS Hours: Monday thru Friday
Customer Answer
Date: 11/20/2024

Complaint: 22581881

I am rejecting this response because: this does not answer my concerns. I received a letter stating my identity can't be verified and I was not told why when I called in to verify who I was from the letter sent out to me. When I went back to reapply for the **** card there is still a hold stating **** is still processing a credit card application.

Sincerely,

******** ******
Business Response
Date: 11/21/2024
This needs to be resolved with ************** as they are the correct customer service to get a hold of.

If you are having trouble with your **** credit card, you should contact ********************* by logging into the Account Center page.
You can also contact the phone number on the back of your card:
**** Credit Card: **************
**** Mastercard: **************

Customer Answer
Date: 11/21/2024

Complaint: 22581881

I am rejecting this response because: commenity Banks says your responsible when I call them and when I called your customer service for **** credit card they are saying Commenity. Once again no one knows what task they are responsible for. I want my credit re-ran since y'all have a hold on it. Somebody needs to figure it out and get it right. Enough of the blame game your company's are to big for the mess.

Sincerely,

******** ******
Initial Complaint
Date:11/19/2024
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.
I purchased an item on November18 in the store Ross Dress for Less. I purchased two perfumes and a chocolate .When I came home I opened the perfume and realized that it does make me feeling have a headache and its full of alcohol and it doesnt even smell as a perfume . I went the next day to the store when I file the complaint on the November 19 , ***************************************************** that since I opened it I cant get the return on the item.I dont understand this , there is no sign in the store that there is no return Otherwise I wouldnt buy it at all.Its not right. When you buy the perfume you cant know what its inside and I want my money back . Thank you for your reading my compliant and your resolution in this matter
Business Response
Date: 11/20/2024
Dear ******* ********,

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 ******************************.

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.
Please click on the following link to view return / exchange policy: *************************************************

If I can assist further, please call our customer service number below.

Sincerely,
*** ********
Customer Service
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Case number : CS0406692
Initial Complaint
Date:11/14/2024
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.
***** ******* ****************************************** Date: November 14, 2024 Ross Dress for Less *************************** Subject: Formal Complaint Regarding Defective Luggage and Refusal of ****************************** Manager,On November 10, 2024, I purchased an $84 luggage item at ****. After a single flight from ****** to **********, it became evident that the item is of poor quality, certainly not worth $84. Upon requesting an exchange, I was told used items could not be returned. This response is unreasonable, given that luggage is intended for travel.I demand a refund or exchange. If not resolved by November 28, 2024, I will pursue further action in small claims court and file a consumer complaint.Sincerely,***** *******
Business Response
Date: 11/15/2024
Dear *****,

Thank you for contacting Ross Stores regarding our return/exchange policy. As we advised when you called in, we 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: ****************************** as we do not accept used, worn or altered items. Warranty is through the manufacture.
Customer Answer
Date: 11/15/2024

Complaint: 22558625

I am rejecting this response because:

Sincerely,

***** *******
i guess we gotta go to court
Business Response
Date: 11/15/2024
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 ******************************

If we can assist further, please call our customer service number below.

Return/Exchange Policy:
Ross Stores uses a refund verification system. All returns are subject to system verification. Please keep and use your receipt on all return and exchange transactions as there is a limit to the number of no-receipted refunds allowed by the system. A valid picture ID (Drivers License, State Photo ID, Passport or Military ID) may be required and will be entered into the system for refunds. Please note that your refund may be declined by the system.
Refunds, store credit or exchanges will not be given on any merchandise that is used, worn or altered.
A five (5) day waiting period is required for a cash refund on all merchandise purchased with a check.
Full refund on merchandise (not used, worn or altered) accompanied by the original receipt within 30 days of purchase will be refunded in the same form of payment in which it was purchased.
Merchandise returns with a receipt older than 30 days will be exchanged or credited with store credit.
Merchandise returns without a receipt will require a valid picture ID and if approved by the refund system, will be refunded in the form of a store credit or exchanged at the items current selling price.
Refunds will not be given on software that has been opened. Exchange for like merchandise only if software is defective.
Retain the original register receipt for Gift Cards. Lost or stolen Gift Cards can only be replaced for the value of any remaining balance by presenting the original receipt.
Refunds, store credit or exchanges will not be given on select categories of merchandise without a receipt. Tickets may also be required in select categories. For a list of select categories, see the front of your receipt or ask your cashier.

We value your business and we hope you will continue to shop for great bargains at ****.
Customer Answer
Date: 11/18/2024

Complaint: 22558625

I am rejecting this response because:
The fact you are not even willing to exchange it for a different quality One is ridiculous this thing was $80 and is not worth it it is literal garbage product. I will see you guys in small claims I will be filing this week.

Sincerely,

***** *******
Initial Complaint
Date:11/10/2024
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.
Tonight is the second major shoplifting incident I have witnessed at **** while shopping in the evenings after the security guard has left. Both incidences involved 30s-40s, thin, disheveled-looking, white, able-bodied males, presumably drug addicts. The first incident occurred on a Tuesday night just before closing (11/28/23). A man walked right out the door, alarms blaring, with a mountain of items in both arms. The employees are not allowed to respond, so they didnt follow him. I followed the man and his lookout accomplice waiting outside, who fled on foot together, with my car. I managed to get the guy to drop the items in his arms. There were multiple winter coats, sets of leather gloves, an entire drone set, etc. I returned the items to the store, and filed a police report. No doubt they were never caught. Tonight, I watched another man spend a half hour stuffing items into a blue, reusable ******* bag as well as the pockets of a heavy winter coat he was wearing. When I saw him about to leave, I yelled at him to stop. He dodged through the 2-foot space between the security system arms and door, never setting any alarms off. This setup is unacceptable! I filed another police report, which will likely never result in anything. I am a regular customer at this ****. However, this store enabling drug addict bums in our suburban community is UNACCEPTABLE. I want an upgraded security system. The alarm system needs to be flush against the storefront glass and cover the exit and entrance doors. There need to be cameras taking shots of these peoples faces. There needs to be security followup! And ideally they need a security guard during ALL store hours. I am sick of drug addicts on every corner at the shopping centers near ******** and ********. Stores need to do their part to REDUCE crime in our neighborhood, not enable it! AND shopping in a safe environment would be nice too.
Business Response
Date: 11/11/2024
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 which location in *******, ** so I I ,ay send this
Your comments have been sent to our District Manager, who will address this situation with the store management team. Making sure our customers have a good shopping experience is important to us, so we appreciate your feedback.
Thanks for sharing your experience with us so we can make it better!

Sincerely,

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

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Ross Stores Inc is NOT a BBB Accredited Business.