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Business Profile

Discount Stores

Ross Stores Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Discount Stores.

Important information

  • Customer Complaint:
    BBB’s profile for Ross Stores was created in May 1996.  A review of complaints was completed in November 2024. For questions related to the general return policy, please visit Ross's Contact Us for information on their return policy. 

Complaints

This profile includes complaints for Ross Stores Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Ross Stores Inc has 315 locations, listed below.

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/02/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      An LP employee searched my bag and receipt after standing less than a foot away witnessing my purchase. They grabbed my receipt out of my hand without my permission. Looked into my purchase bag without permission.

      Business Response

      Date: 08/05/2024

      Thank you for contacting ****. 
      Im sorry for the inconvenience. We are conducting a process to check all Customer receipts to ensure they are charged correctly.  We appreciate your patience and understanding.

      ************** Mon-Friday 6:00 AM-6:00 PM PST

      Please reference: Ticket ID# *********

      We value your business and we hope you will continue to shop for great bargains at ****.

    • Initial Complaint

      Date:08/01/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On July 20th 2024 I come to **** in *********** office in ************************* at around 1:30. I'm here shopping currently as of right now and all I'm doing is just follow-on stuff and it's making me feel really uncomfortable and keep coming up. Asking me to help me with anything which obviously I'm not looking as if I may help with anything whatsoever. I have never been so uncomfortable shopping ever in my life this store judges the wrong people to follow and make the people who normally shop here uncomfortable to the point where this will be my last time visiting this **** ever in my life and will be lettings all my peers know about how uncomfortable this experience was for me!!!

      Business Response

      Date: 08/05/2024

      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 the address to this location 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)

    • Initial Complaint

      Date:07/22/2024

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a **** card. Dumb mistake. Do not get a **** Card. I had a $600 limit I spent it getting stuff for school. I didn't pay it off fast enough for them so they lowered it to $500 limit. Then I paid off the balance of $400 and some change. I go in to buy some more things and my card is declined. I show the cashier that it's paid in full. He states looks like they locked your card and you can't use it. Which i don't plan on shopping at **** after the c*** they pull. They aren't the only store around to buy things. Please close my card officially and don't look at my credit it's none of your business.

      Business Response

      Date: 07/22/2024

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

      Thank you for your interest in ****.
      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: **************
      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

      Customer Answer

      Date: 07/23/2024

       
      Complaint: 22023823

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:07/21/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The manager ******* and the other assistant managers on Saturday July 20th told me I could not exchange my item. And raised their voice for me to leave and said the machines were all broken. Its not true because the person infront of me did an exchange. How can I get my exchange or refund please. Im elderly and had to wait for my niece to take me so please let me know a day and time to come back and Ill be there. Thank you.

      Business Response

      Date: 07/23/2024

      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.  All returns have been down due to a **************** issue.
       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 : CS0384905

    • Initial Complaint

      Date:07/19/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      July 19th 2024 $9.84 JBL Headphones The business committed to allowing a return of the item purchased with original packaging and the original receipt.Upon attempting to return the item the business refused the return claiming that their system was not operational for returns. When requesting to speak to a manager all associates began stating that they were the managers. I tried calling in to speak with a manager directly and the associates left me on hold for close to 30 minutes.

      Business Response

      Date: 07/23/2024

      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.  All returns have been down due to a **************** issue.

       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!

       

      Kind Regards,

       

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

      Customer Service

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

      Customer Answer

      Date: 07/23/2024

       
      Complaint: 22017309

      I am rejecting this response because: upon calling more stores in the surrounding area I was told that their systems were up and running just fine no other location left me on hold for close to half an hour, many other locations tried and did help me what your coming up with are excuses for that stores behavior.

      Sincerely,

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

    • Initial Complaint

      Date:07/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      A month ago I Was in the Ross dress for Less on ************ in ****** *******. Their carts have long poles attached to them. As I am looking at curtains they have these HIGE comforter sets in the very top Shelf hanging over. My pole Hit one and it fell on the left side of my neck and head. I did not call an ambulance that day however I did file an incident report with a customer care rep for ****. She stated I would be called from their insurance company in the next day or 22 days later or a day and a half later I went to the emergency room and urgent care. Its really hurting a lot called spoke to the store manager. She knew me by name ******* she said that she sent their insurance company the video and that they would be calling me, its a month and something later nobody has called me. Ive called repeatedly. Nobody will give me answers. I have emailed the corporate office. They gave me a phone number for their store to call in a new complaint and every time I call that number they hang up on me or say someones gonna call me , this is very unprofessional and I feel like Im being dusted under the rug and I want something done. I want ****** insurance company to call me ASAP and I want an apology.

      Business Response

      Date: 07/17/2024

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

      Thank you for emailing Ross Stores. Im sorry to hear of your injury. All claim are processed though our insurance provider. Below is the company name, and phone number and the Reference/Claim number that you will need regarding the incident.

      Please contact our insurance provider for all correspondence regarding you claim.

      Sedgwick: **************



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

    • Initial Complaint

      Date:07/11/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Incident Description:On July 11th, 2024, I visited the **** store located at *************************************, between 7 and 8 pm. I was shopping for dress shoes in preparation for an upcoming job interview, an event I was eagerly anticipating due to a period of unemployment. Given ****** reputation for offering competitive prices, I was searching for an affordable option within my limited budget.After some time, I found a pair of dress shoes with a price tag indicating $19.99. This price fit within my budget, and I decided to purchase them. I waited in a long line for approximately ***** minutes before reaching the cashier. When the cashier examined the shoes, she did not scan them but instead stated that she would not sell me the shoes. When I inquired why, she responded that $19.99 was not the correct price.I was taken aback and explained that the price tag clearly showed $19.99. Had I known this was not the price, I would not have waited in line. The cashier, however, insisted and called over the security guard, communicating with him in Spanish, a language I do not understand. This communication made me feel excluded and uncomfortable, as it appeared they were discussing me.After a brief exchange, they informed me that they would call the manager. Upon the manager's arrival, I explained the situation, emphasizing that the shoes were marked as $19.99. The manager conversed with the cashier in Spanish and then told me in English that the shoes would not be sold to me at the marked price and suggested I contact corporate if I had an issue.I expressed my belief that my consumer rights were being violated. The manager dismissed my concerns, stating that the actual price of the shoes was $28.00. I questioned the removal of the original price tag, to which the manager responded that they had discarded it because customers often change price tags. I argued that it was their responsibility to manage their inventory and price adjustments properly.

      Business Response

      Date: 07/16/2024

      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.  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 : CS0383436

    • Initial Complaint

      Date:07/11/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently visited the ************** located in ********, ******** last month. I found the store to be disorganized, with items scattered throughout and significant safety hazards such as debris and old shelves in various areas. Unfortunately, one of these shelves fell, resulting in an injury to myself. I sought medical attention, including a visit to the emergency room, and have been unable to work as a result.After reaching out to corporate, I was referred to their insurance company, who indicated that the responsibility for the injury lay with me. This response is deeply concerning and fails to acknowledge the negligence that led to my injury. In the past, **** took pride in its stores and prioritized customer safety. As a loyal customer who has spent thousands of dollars over the years, I am disappointed by the dismissive and unsympathetic manner in which my situation has been handed.

      Business Response

      Date: 07/22/2024


      Thank you for emailing Ross Stores. Im sorry to hear of your injury. All claim are processed though our insurance provider. Below is the company name, phone number and the Reference/Claim number that you will need regarding the incident.

      Please contact our insurance provider for all correspondence regarding you claim.

      Sedgwick: **************

      Customer Answer

      Date: 07/23/2024

       
      Complaint: 21973703

      I am rejecting this response because: ******* is not being fair with their response 

      Sincerely,

      ***** All

      Business Response

      Date: 07/23/2024

      All claims are handled through Sedgwick.

       

       

      Kind regards,

       

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

    • Initial Complaint

      Date:07/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I come here frequently and I have never been asked for my receipt She never asked anyone else This was a race thing She didnt ask the white guy

      Business Response

      Date: 07/11/2024

      Dear ***********************
      Thank you for taking the time to write our office. 
      Im sorry for the inconvenience. We are conducting a process to check all Customer receipts to ensure they are charged correctly.  We appreciate your patience and understanding.
      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 : CS0382535

    • Initial Complaint

      Date:07/08/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Im visiting from ****** and Ive been to many different Ross stores in the past and Ive never been so mistreated over a refund. I went to this location around right after 230pm .*********************************** To return perfume that I bought at another location just one day before thinking it wouldnt be a problem to return at another location as the receipt says its allowed. As of course one day Im in ******* but staying in ****** thinking this would be an easy return. However the following manager at this location who works there was completely rude who doesnt obey by the return policy listed on the back of receipt. she refused to issue a refund and told me to back to the location I bought it from cause I wasnt getting it here. She tired to claim because it had no seal however I bought it like that its a $14.99 small perfume I dont see the big issue here as I have the right to return the one day item I didn't want, for whatever reason and have the right to receive the refund on my original payment method The product is in perfect condition. *** never had issues with returning anything until I came across this store. Whose manager has the worst customer service she needs proper training to go over their own return policies and how to speak to customers. *** never felt so disrespected as a cusotmer.

      Business Response

      Date: 07/09/2024

      Dear *****,

      Thank you for taking the time to write our offices.

      On behalf of ****, I want to apologize for your experience at the location in ******, ** with your return. 

      Additional information is needed to assist you further.  Please contact our customer service number below for further assistance. Please have receipt information available when calling.

      ************** Mon-Friday 6:00 AM-6:00 PM PST.

      If it would be easier, you can also respond to this email with your receipt number, and we can handle the return from there. 


      Please reference: Ticket ID# *********

      We value your business and we hope you will continue to shop for great bargains at ****.

      Sincerely,
      ***********************;
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0382308

    Ross Stores Inc is NOT a BBB Accredited Business.

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