ComplaintsforRoss Stores Inc

Discount Stores

Additional Complaint Information

Customer Complaint:

BBB’s profile for Ross Stores was created May 1996. A review of complaints was completed in November 2022. For questions related to the general return policy and how to locate merchandise, consumers are encouraged to visit the following link.

https://www.rossstores.com/contact-us/

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Initial Complaint
06/26/2024
Complaint Type:
Product Issues
Status:
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.
On 06/25/2024 around 9:30 pm, I went to the **** store in my town to return two items that I had purchased. Both had tags on and unused! First of all I was being questioned as to why I brought the items for return on this date and why I didn't bring it earlier. I I don't owe any explanation to anyone about what's going on in my personal life and why I didn't bring them earlier as long as I return it within 30 days. The cap didn't have the ******************* tag on from the beginning. First they refused to accept it, even though I had a receipt, giving me clear suspicious looks as if I am trying to steal. Eventually after interogating me with unreasonable questions they entered the item code on my receipt, found it and said we're going to give you a store credit, because when I purchased the items, I had a few more item to return from the previous purchase and they were all on the same receipt. I had still purchased more than I returned (again all items I had returned were new with tag on) and paid extra. I had the right to return the item I didn't want, for whatever reason and have the right to receive the refund on my original payment method, not a store credit. No where it is mentioned if I return once, the next time is gonna be a store credit. I asked for my money to be refunded to my original payment method and gave back the store card. Eventually the cashier said I am going to do it this one time but from the next time know that you can't take advantage of anything!! I am extremely upset with your employees behavior and accusatory tone, just because I was returning items! Your employee doesn't have any right to talk to me the way she did, make biased judgements, and refuse to give me the service she has to give and cause me inconvenience and upsetness. I know your policies despite what your employee thinks, I know my rights. Shame on you if this is how you train your employees to treat your customers.
Business response
06/26/2024
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 provide 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)
Case number : CS0379757
Initial Complaint
06/19/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I bought a 3-pack of bamboo cutting boards. When I tried to use one, I realized they had splinters in them. Because this is a serious health hazard, I tried to return them for a refund. I was refused a refund because the product had been "used" although there was no way to know there was an issue without opening the product. I contacted customer service and got nowhere. The store manager refused to assist.
Business response
06/20/2024
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 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 : CS0378561
Initial Complaint
06/05/2024
Complaint Type:
Customer Service Issues
Status:
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.
Well; this company does not keep good workers and they continue to hire new people all the time and some are not fully trained to be cashiers. I visited the Baytown Ross store in Monroe Belview on state highway 146 to make a return. The young mad the return but she charge me for the same product. I caught the mistake before she finalized the transaction and told her about it , but she told me that she refunded both items ans she finalized the receipt and in fact she only refunded one item. She contacted her manager Sharon who tried to issue me My refund , but she was unsuccessful. She took my name and number and told me that corporate will issue a refund on Tuesday. It has been over a week and a half and I have not received any refund. I contacted the store twice and one of the managers is telling me that have to install cameras in the store then they will get back to me. I contacted the customer service number that she gave me, but during my conversation with the individual she was very rude and very abrasive. She should not be working in that capacity. They need to immediately issue my refund for my product that they recharged me for.
Business response
06/05/2024
Customer has contacted Customer Service with aggressive abusive language. Reps have tried to assist customer is cursing out employees.
Business response
06/07/2024
Please reach out to your financial in situation if needed.

Customer response
06/07/2024

Complaint: ********

I am rejecting this response because: you will issue that refund. Your company seem to engage in fraudulent practices. I will report your company to the California courts: with your seconds good that you sell. You support the theft of your unqualified cashier. I surely will make you and your company pay. It shows that you all steal from customers all the time . It is not surprising to me but you all steal from people all the time. I will buy many paired of shoes use then then return them . Buy items and destroy them then return them back to the store until I am satisfied with the amount of money that you owe . Ther are lots of ways to be compensate me if you don’t know

Sincerely,
****** *****
Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have been shopping at **** in **************** at Jun 4, around 18:00. We tried a lot of stuff wanted to buy many things, however the fitting rooms were being randomly closed and reopened, as I was tires going back and forth, I requested supervisor to open the fitting room so I could try the clothes. However she refused to do that and aggresively said that there are fitting rooms reopened in the back. I asked why wouldn't they open the front ones as people were waiting and we wanted to try clothes.She angrily kept saying "I opened the ones in the back and you will go to the back." And things like "because I said so" when we kept asking WHY they kept closing the fitting rooms randomly. She then proceeded to yell at me. I didnt confront her so we went to other fitting rooms. When we went to fitting rooms there was a another lady, to whom I asked if I could wait a bit closer to the cabins as my girlfriend didnt want to go outside to show the clothes. She said I had to wait in a place where she pointed. I waited. While waiting I again inquired as of why the rooms were closed and that did not make sense. She said if I wanted to complain, I could complain to the supervisor. Which I said I wanted to but I didnt bother doing so. So I waited where she told me to for 15 20 minutes.Apperantly in this time, she instead went ahead and complained about me to her supervisor, who came yelling to me and told me to wait somewhere else "because she said so" and threatened me "I will call the cops if you won't behave" and kept yelling at **** asked why she was yelling and said that I was "ASKING TOO MANY QUESTIONS" and that I was "BOTHERING THEM WITH QUESTIONS". I then asked if it's a wrong thing to do. If I'm not allowrd to ask questions? She said I was allowed to ask questions but I was not allowed to ask questions about why the fitting rooms are closed. She again started yelling and we went out without buying anything due that.
Business response
06/05/2024
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.
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!

Kind Regards,

***********************
**************
Customer response
06/05/2024

Complaint: 21804423

I am rejecting this response because:
I would like to keep this complaint and conversation open until I have received a follow up, it was a very sad event that never happened to me before, anywhere.
I also feel like this lady that yelled at us did so due my race and accent, I felt like she was SPECIFICALLY targeting us.
it's normal for us and for customers to ask questions, but she were very angry when we asked her questions and she even started yelling, even though I was standing still for 15 minutes, without talking to anyone.
I'd be happy to check the camera recordings with whoever is in charge, it will %100 show how I was not even speaking with anyone before she came and started yelling at me.
it will also show that the other lady told me where to stand and she was okay with me standing where I was.

Sincerely,

*********************
Business response
06/07/2024
Follow up was requested and DM is reaching out.

Thank You.
Initial Complaint
06/03/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
On May 30, I entered the ************** at *****************************************. I found a burgundy cotton/wool Le Tigre sweater in the clearance area. The price was tagged to the garment with a plastic tag fastener and then secured in place with a security tag. When I got to the register, the sales clerk stated that the tag was ringing up as a different color (grey) and she needed a manager to OK the transaction. The sale was OKed, but at a 30% price hike. I stated that I wanted the price on the tag honored. The sales clerk said they could not do that. At any other business, the price would have been honored. I ended up leaving the sweater. I think it is only fair that I am given a 30% discount the next time I go to ****.Store: 1087 Reg: 01 ****: 1619 Date: 05/30/24 10:36:31 PM Assoc: *******
Business response
06/03/2024
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
Initial Complaint
05/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My complaint is that the workers are being pushed to work in extensive conditions, the back stock room is an osha violation and from what i over heard from the *** on shift is the District manager is trying to bribe twi people whom have been there since 8am to work untill 10pm just because he doesnt want the store to close. They have little to nothing on the racks due to getting 6 days of inventory that they cant catch up on, and its been going on for 2 months. This *** has barely been in this store and they are being make to act like a store manager without the added payraise. I as a customer of **** would like something done to help these people.
Business response
05/28/2024
Dear *****************************,

Thank you for taking the time to bring this matter to our attention. You may contact ****************** for further assistance.

Thanks for sharing your experience with us so we can make it better!

Sincerely,
***********************
Customer Service
**************
CS Hours: Monday thru Friday
Initial Complaint
05/26/2024
Complaint Type:
Product Issues
Status:
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.
The associate that waited on me charged my card for an invalid amount. The associates said they are not able to refund me because they cant find the transaction in their computer.
Business response
05/28/2024
Dear ********,

Thank you for taking the time to write our offices.

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

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

Sincerely,
***********************
Customer Service
**************
CS Hours: Monday thru Friday
Customer response
05/28/2024

Complaint: 21762897

I am rejecting this response because:
I contacted customer service and explained the situation to representative *******. She said she did not see the transaction on her end. As I stated before, the register/computer system froze during my transaction and the ************************ shut the computer off, however my card was debited before she did this. I have proof that the transaction was done and the amount has posted to my account.

Sincerely,

*********************************
Business response
05/28/2024
Charges maybe disputed through your financial intuition. In order for us to reverse a charge, we need to see the charge on our end. Please contact your bank for further assistance if needed.

Customer response
05/29/2024

Complaint: 21762897

I am rejecting this response because I should not have to go through my financial institution to resolve this matter when it was an error that **** made. This has been the poorest example of customer service and shopping experience Ive ever had. I now see this is to be expected when shopping at a low budget store where employees are not capable of having basic common sense nor the wherewithal to work a computer/register. I wont be back.

Sincerely,

*********************************
Initial Complaint
05/20/2024
Complaint Type:
Customer Service Issues
Status:
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.
The date is May 16th 2024 9:14pm.Hello my name is *************************** I have been shopping at **** since i was a kid...I love ****.But the problem im having is the loss pervention people treating me like im going to steal something in the ross stores...Deafamation of character...How am i supposed to feel comfortable in **** if all they do is follow me, watch me from the end of the isles, peaking their head around the corner at the end of the isle..I have never complained ever..Im not that type of person..But i started crying in the store because of the way they have been making me feel in this store. I seriously cant belive it.!!!Harrasment Deafamation of character...
Business response
05/21/2024
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 us know the store 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
Initial Complaint
05/17/2024
Complaint Type:
Product Issues
Status:
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.
I was given a gift from **** with tag still attached. It does not fit my child and when I went to return it, they said it would only be worth $.49 and I cant even exchange it for something thats the same price. There is no flexibility. **************** agents are equally as rude as the staff and nobody is helpful or accommodating. They said after 30 days everything is marked $.49 even though there has never been anything in the store that Ive seen marked that low. Im pretty sure something fraudulent is going on here. all of this is over an eight dollar item
Business response
05/21/2024

Thank you for contact **** regarding our return/exchange policy.

As a discount retailer, our stores markdown merchandise on a weekly basis. Depending on how long the merchandise has been in the store, items will reduce to a value of .49 or be completely out of the system. This will affect the return of non-receipted items as we dont know when the item was purchased. The item can be returned to our locations with the tag only and are subject to our full return 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
Customer response
05/21/2024

Complaint: 21727979

I am rejecting this response because:
They dont mark ******** to .49 in store. To give credit for less than $1 and not provide an option to make an exchange for the value of the item is unheard of. I will make sure nobody I know ever shops there again
Sincerely,

***************************
Business response
05/22/2024
Thank you for contact **** regarding our return/exchange policy.

As a discount retailer, our stores markdown merchandise on a weekly basis. Depending on how long the merchandise has been in the store, items will reduce to a value of .49 or be completely out of the system. This will affect the return of non-receipted items as we dont know when the item was purchased. The item can be returned to our locations with the tag only and are subject to our full return 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
Initial Complaint
05/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On November 23rd 2023 I purchased a gift card for my daughter at the **** on ************* in ************ **. Several months later I gave it to her as a gift and when she tried to use it it had a 0 balance. I took it back to the store and the store advised me that the gift card that I had in hand and the gift card receipt had 2 different numbers on it. What could have happened is that the person did the gift card swap where they Swiped the card and kept it and gave me the one with the 0 balance. The customer service rep. ** the Philadelphia store said that she could not help me and that there was nothing they could do. I have a copy of the purchase receipt. I called the 1 800 customer service number as well. And no one would assist.
Business response
05/16/2024
Dear ***********************,

Thank you for taking the time to write our offices.

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

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
Customer response
05/23/2024
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,

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

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