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

219 total complaints in the last 3 years.
83 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:09/09/2024
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.
I purchased something with my *** card through my phone. I went to the **** on rainstorm in ************************ and it will not accept me doing a return using my phone. They stayed. I need the *** card and put the pin. Did all that at the time of purchase so I should be able to do all that at the time of return. I am disabled and finally got out of the house to return back to **** and they would not accept it. They gave me a number to call to complain, which was the store number to which all the employees hung up the phone and didnt resolve the issue. If you purchase something through your phone with your pin, you should be able to return it through your phone with a pin this store does not do that, and that needs to be fixed.
Business Response
Date: 09/10/2024
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 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 (6 am PT - 6 pm PT)
Case number : CS0394295
Customer Answer
Date: 09/11/2024

Complaint: 22245326

I am rejecting this response because: I had my receipt and asked for it to be refunded to card used. It states no where in their policies that u need card physically with you. Im disabled and shouldnt have to go back and forth to get $$ I spent on a item that is returnable with all tags attached

Sincerely,

*************************
Business Response
Date: 09/12/2024
Our system requires your card for payment back to your account.

Customer Answer
Date: 09/16/2024

Complaint: 22245326

I am rejecting this response because: I paid with atm which is cash I should be able to get cash back no problems and if I pay by Apple Pay system should accept the card through Apple Pay u are in ************** literally there is no excuses to not have updated system in mtn view/**************;

Sincerely,

*************************
Initial Complaint
Date:09/08/2024
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.
Good morning, my name is *************************** and I am an active customer of several of your branches in *******. I wanted to tell you about the bad time I had today at your store #**** due to the poor service and disposition of your manager. I made a purchase at the store for which I attached the purchase receipt and before I could take my card, the cashier made a new purchase from another person who was in line behind me, charging the amount to my credit card. I asked to speak to the manager to find out how I could get my money back and she told me that she had no way of doing it, that she suggested I deny the charge to my card which is not valid since my bank tells me that it is the store that must refund the charge because the card was processed twice by them by mistake. This person did not want to tell me their name but said they were the manager and in a very bad way left us standing without anyone solving the problem that they had caused me. For my part, I have probably already lost the $34.05 that I was not supposed to be charged, but as a customer of your **********************, I consider it good that you know about the incompetence and bad disposition of the manager of your STORE #****.
Business Response
Date: 09/09/2024

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 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.
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)
Case number : CS0393959
Initial Complaint
Date:08/22/2024
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.
On August 21, 2024 while purchasing a shirt and pants for for my sons interview I witnessed the store acting manager named ****** close his register and leave the cashier named **** to ring up customers by herself. There was also a lady who was present in the front of the store by another cash register who was just counting hangers and putting rubber bands on them while the line was extra long and she didnt offer any assistance while the line was extremely long which is not good service for the customers so this made the wait times long then they didnt have any bags and the man at the door was checking receipts when he looked at each customer get rang up. In stead of having a person mark the receipts or put rubber bands on hangers cross train them on the cash register so you dont inconvenience your customers who are taking time out of their day to come and shop with your company
Business Response
Date: 08/22/2024
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 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 (6 am PT - 6 pm PT)
Case number : CS0390999
Customer Answer
Date: 08/22/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************************
Initial Complaint
Date:08/20/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Visited the **** store on 7/23/24. I was looking for hiking shoes for a trip to ******** in **********. I saw the shoes and loved them. I wear a size 8. The shoe was a size 10 and had a 10 in a blue circle. It was weird because i have some dumbbells in my living that are blue with a 10 on them. I tried them on and they fit. They were the only ones in the store. No other sizes. I was a bit skeptical. Purchased the shoes at 8:33:58PM in ****, **. Store 2382. There was a burgundy vehicle directly outside the door when I left. This was weird. I packed them for my trip on 7/29. I was sick the first two days of the trip. I believe the third day is when I wore them. My feet felt horrible at the end of the day. It was like I had on heels all day. My feet were swollen. I opted for my comfy ***** ***** sneakers I purchased a long time ago and some old sketcher type sneakers. Coming back on 8/3 I needed a thicker shoe that didnt have all the dirt and debris from being out in the forest. I had to wear them. It seems like the parts that have the indentation is where the constriction could be felt more. Oddly, when I was laid over in ******* a woman said are your shoes comfortable? I said no, she said theyre cute though. It was weird. Seemed like that was stagged. When I got back I found out that there is a 1 year warranty. I just want a refund and for **** to investigate how the shoes got to the store and why were they so uncomfortable. Thank you!
Business Response
Date: 08/21/2024
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 www.rossstores.com.

We appreciate your business and hope youll find all your treasures at Ross Stores.

Sincerely,
***********************
Customer Service
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Customer Answer
Date: 08/27/2024

Complaint: 22170871

I am rejecting this response because:
I am currently in the store. I paid $20.02 on a gift card and $55.04 on a credit card.
The store wants to refund the item to a gift card only. This isnt acceptable. Especially because its on a credit card.
Please have someone rectify this issue.
The cashiers is ******* and the manager that came to the front who oddly has a forest tree tattoo and she said his name is ******. ****** has a bad unprofessional habit of cutting me off while Im speaking. He also took way too long to come to the front. While I was at the front the first ***** they checked out had a burgundy shirt, a bunch of pet/animal food, pink tweezers, etc.
Seems stagged as well.

Sincerely,

*************************
Business Response
Date: 08/27/2024

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 ****.
Initial Complaint
Date:08/17/2024
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.
I made a purchase at the Ross Dress for Less located at ********************************************. I completed my purchase. Upon exiting, they have a perosn at the door who check the receipt and ask you to open your bag. How degrading and insulting to me as a paying customer. This store is in a predominant ************************** and this is ridiculous. The mam watched the clerk check me out then asked for my receipt and requested to look in the bag. He didn't count the items in the bag.. just looked. I will not return to this location..and I pray others stop patronizing.
Business Response
Date: 08/19/2024
Dear *******************************,

Thank you for taking the time to bring this matter to our attention.
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.
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:08/13/2024
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.
They sold me defective goggles a day ago, and my son paid cash. Instead of looking for his receipt in the system they wanted to give me a 2 dollar credit even though they were worth 6 dollars telling me they depreciated in value in one day
Business Response
Date: 08/13/2024
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 www.rossstores.com.

We appreciate your business and hope youll find all your treasures at Ross Stores.

Sincerely,
********************;
Customer Service
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Case number : CS0389061
Initial Complaint
Date:08/09/2024
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 am filing a complaint regarding an incident that occurred at ************** on August 9th, 2024, around 1:30 PM. As a loyal shopper at **** for decades, I have always appreciated their stores; however, my experience on this particular day was deeply troubling. During my visit, I was searching for underwear. I encountered several packages of underwear were either opened or lacked proper sizing information. While examining one of these items, a security guard approached me and insisted I should not open it, despite the fact that it was already partially opened. I explained I was not opening anything; I was merely trying to ascertain the size, which was not clearly labeled due to the packaging issues. The security guard then proceeded to monitor me for about 20 minutes, then following me from the underwear section across the other side of the store to the suitcase section without justification. This behavior felt accusatory, as if I were being treated like a common criminal. When I requested her name, she refused to provide it. I took the matter to the store manager, who dismissed my concerns as Im making a big deal she suggested I contact HR and I did. Being followed at the store is a big deal. I found the managers response humiliating and unacceptable, especially given the distress I experienced due to the security guard's actions. It is alarming that a loyal customer, who spends thousands at this store, would be subjected to such treatment. Furthermore, I felt that my experience may have been influenced by my identity as a Hispanic woman, which raises serious concerns about potential profiling. The combination of being followed and not receiving support from management is unacceptable and humiliating. I am requesting a formal investigation into this incident and response detailing the actions regarding the security guard's conduct and the management's lack of assistance. I hope a resolution ensures no other customer has to endure a similar experience in the future.
Business Response
Date: 08/12/2024
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 this occurred in so I may 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,
***********************
Customer Service
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Case number : CS0388806
Initial Complaint
Date:08/08/2024
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 spent close to $400 in that one visit before I left for a work trip and when came back with one item that only cost $17.99, the manager implied that I was a drug addict. That I had changed the liquid in a perfume bottle so I can take the money, even though I had the receipt.That is horrible that a company allows this kind of treatment to happen to their customers and only worried about the 30 day timeframe when you try to reach out to their complaint department. I under the 30 day return, but a credit would have been sufficient, to keep my business. No one should be treated this way, military or not.
Business Response
Date: 08/08/2024
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 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 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: *************************************************
Customer Answer
Date: 08/09/2024

Complaint: 22110774

I am rejecting this response because you are still not addressing the the bigger issues if discrimination and treating your customers as if they are drug addicts because theyvwere returning an un-used item. The amount to be credit is only $17.99 and something stating that your company apologies for the action of your employees. Your response is the same thing you sent via email, it is a automatic response. I have the receipt with the un-used item but **** doesn't care about the customers experiences. Maybe if your employees treated me like a person and with respect, then this wouldn't be an issue.

Sincerely,

***************************** *****
Business Response
Date: 08/09/2024
Dear Valued Customer,

I will have a District Manager contact you directly regarding your experience. Please visit our website regarding any return policies.

Kind Regards,

***********************
Customer Service
**************
Customer Answer
Date: 08/10/2024

Complaint: 22110774

I am rejecting this response because:
You are not addressing the bigger issue. You are allowing an employee to treat a customer poorly and being disrespectful.
Are you not reading the whole complaint? This just shows that **** allows discrimination to happen to your customers. Your so focused on a policy of returns you haven't forgotten your policy on discrimination. Your employees could have treated me like a human being and explained to me as a value customer and explained after reviewing the receipt but they jumped into being disrespectful and making accusations.
Another thing about the store that I've noticed from visiting the day of my purchase is you have an female employee making customers do her job and then yelling at customers when they do not put the hangers in the right place.
This is how **** employees treat their customers and corporate does not care.
Sincerely,

***************************** *****
Initial Complaint
Date:08/06/2024
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.
I bought a doodle gabana cologne at a **** location on ****************, among $140 worth of other item. I then get home to see a weirdly sealed but still intact plastic and think nothing of it. I open them box to find a wet and wild make up containter. I go to exchange the item that Ive been frauded out of, for them to say know. The security starts to profile me stating hes been doing this for 4 years and hes seen young boys like you do this all the time. Not only did I get scammed for $40, but by a corporate business!!! I didnt go in trying to get money, I just wanted the item I paid for. This is sickening and sad a store I grew up shopping in will no be a horrible memory. Out of $40 and a safe place to shop
Business Response
Date: 08/07/2024
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.
Your comments have been sent to our District Manager, who will address this situation with the store management team and follow up with you.

Kind Regards,

***********************
Customer Service
**************
Initial Complaint
Date:08/05/2024
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.
Ive had two bad experience at local *********** Ross stores. One being a serious potentially life threatening situation. After the security issue incident, I called corporate customer service and reported it. I never received a follow up call. The second incident involved a store employee that acted inappropriately to myself and the store associate manager. Today, I reported the second issue and the woman at corporate customer service was rude, condescending, and combative. Even after telling her that I suffer from serious medical issues (cancer patient). What is wrong with this company? Its clearly coming from the top when I get disrespected more from corporate than my reported store incident. This corporate customer service representative is supposed to make the situation better not worse! She clearly needs training on handling people that suffer from medical disabilities. She made a statement during the call that they cant compensate customers and I didn't ask for that . I want accountability! Clearly **** doesnt care about customer safety or satisfaction. .
Business Response
Date: 08/06/2024
Customer has called in and advised us of her concerns. Customer also yells and screams at Rep. We have addressed issue and sent to District Manager. All follow *** are within 3-5 business days as customer just called in on 8/5/2024.

Customer Answer
Date: 08/06/2024

Complaint: 22096821

I am rejecting this response because I requested contact from leadership not the same person who disrespected me yesterday. Your response speaks volumes of the person that you are and how you treat customers. How on earth does **** employ people in their corporate office customer service who attack cancer patients with serious life threatening illnesses. This behavior doesnt align with the companys ethical standards. Im requesting contact with leadership.

Sincerely,

*************************
Business Response
Date: 08/07/2024
Customer has called in, we are aware of concerns and have heard customer's feedback.

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Ross Stores Inc is NOT a BBB Accredited Business.