ComplaintsforRoss Stores Inc
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Complaint Details
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Initial Complaint
07/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 26 I bought two swimsuits then right after made a purchase for lollipops for $5.99. My debit card was charged for $129.56. I wasnt given a receipt. I didnt have time to go back to the store to request a receipt and refund. I did go to another **** she said I had to go to ********** bought it at. I finally made it to **** where I bought the candy said they only keep camera Footage for 30 days. I went on day 31. I was told to call the corporate office but they would not give me a refund. I did not buy those items that were on the receipt only the lollipops. I filed a dispute with my bank as well it was denied. I would like a refund for the things I did not buyBusiness response
07/19/2024
Dear *****,
Thank you for contacting our corporate office. Im sorry to hear your credit card may have unauthorized or fraudulent activity.
Please dispute the fraudulent charges with your credit card company. If the proper processing procedures were not followed, the credit card company will refuse the charges for you.
MasterCard, ***** Discover, and Amex all have different processing criteria.
Please contact your credit card company to find out their policies and procedures.
Sincerely,
***********************
Customer Service
**************Initial Complaint
07/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
In year 2014-2015 they were rude to my daughter and laughed at her during an interview they are sick and wanted justice for a mentally girl in ******************************************************* named ****** ******************* do not give this store or their partner store any of our information they are now forgotten by us they are not nice nor did they treat my daughter like a human they will lie when asked about this. Its pointless to ask them they are delusional and make up stories just like nut jobs from St *********************** who forced us to apply their so they can remain anonymous under crime stoppers and use other identities and not allow my daughter and I to go to DD's their partner company store.Business response
07/08/2024
Dear ****,
Thank you for taking the time to write our offices.
Your message has been forwarded to the appropriate department. If your services are needed, we will reach out to you.
Sincerely,
***********************;
Customer Service
**************
CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
Case number : CS0382006Initial Complaint
06/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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 : CS0379757Initial Complaint
06/19/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
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 : CS0378561Initial Complaint
06/11/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought a DKNY women's fuschia sleeveless shirt for $17.99 plus taxes upc #************ during first week of June 2024. The receipt was lost/ misplaced. I returned it on June 10, 2024 and I received a refund of $10.99 which is the current selling price. I lost the remaining $7.00 portion. $17.99-10.99=$7.00. I originally paid for the shirt with cash. I did not know that the price would lower in a week's time (one week). Is there a way **** headquarters can provide a gift card in the amount of $7.00Business response
06/13/2024
Thank you for your email and contacting Ross Stores regarding our return policy. Your item can be returned with the **** tag for Merchandise Voucher Credit at the current value in the register without a receipt. Returns are subject to the full 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.Kind Regards,
***********************
Customer Service
**************
Customer response
06/13/2024
Complaint: 21834531
I am rejecting this response because:I did not receive the full amount refund of $17.99 that I originally paid with cash for the item (DKNY shirt). I bought it and decided to return it because it did not fit well. I returned it within one week from purchasing it and the current price is $10.99 and that is what I was refunded. The receipt was misplaced somehow. I looked for it in different places but couldn't find the receipt. I lost $7.00 because did not have the receipt. $17.99-10.00=$7.99. Please let me know if can assist further with this concern. Thank you!
Business response
06/20/2024
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.comCustomer response
06/22/2024
Complaint: 21834531
I am rejecting this response because:I still would like to request a **** gift card issued to me in the amount of $7.00 for the amount loss due to return of item. Thank you
Business response
06/26/2024
Regarding BBB case #21834531
I found these receipts recently. I have attached photos of the receipts I found. Is there a way a **** supervisor can please look into pulling up the record of the returns I did without receipts. I used my driver's license to show cashier.
It is for the $17.99 and $22.99 purchases bought on the same day, same transaction/receipt. I originally paid with cash and it shows on the same receipt and I was refunded with a store voucher on 2 different days without receipt $10.99 and $15.99. I lost $14 total. ($7 on each item). I want to know if another voucher or gift card/store credit in the amount of $14.00 can please be issued to me? Please e-mail me back.
Customer response
06/26/2024
Complaint: ********
I am rejecting this response because:I still would like to request a **** gift card issued to me in the amount of $7.00 for the amount loss due to return of item. Thank you
Hello, Regarding BBB case #******** I found these receipts recently. I have attached photos of the receipts I found. Is there a way a **** supervisor can please look into pulling up the record of the returns I did without receipts. I used my driver's license to show cashier. It is for the $17.99 and $22.99 purchases bought on the same day, same transaction/receipt. I originally paid with cash and it shows on the same receipt and I was refunded with a store voucher on 2 different days without receipt $10.99 and $15.99. I lost $14 total. ($7 on each item). I want to know if another voucher or gift card/store credit in the amount of $14.00 can please be issued to me? Thank you, ***********************
Business response
06/26/2024
Thank you for your email and contacting Ross Stores regarding our return policy. Your item can be returned with the **** tag for Merchandise Voucher Credit at the current value in the register without a receipt. Returns are subject to the full 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.Customer response
06/26/2024
Complaint: 21834531
I am rejecting this response because: I found the original receipt yesterday (June 25, 2024) that has the 2 items on the same receipt, the original prices for the 2 items I paid cash $17.99 and $22.99 on May 31, 2024. I could not find the original receipt at the time so I returned the 2 items without a receipt. Store cashier and **** customer service on phone advised me to return items without the receipt becaue the prices could go down lowerl. I was given 2 store vouchers one for $10.99 and the other for $15.99. I lost out $7 for the first item and another $7 on the 2nd item returned on a different day. Since I found the original receipt yesterday I would like **** store to provide $14 worth of store voucher or **** gift card or add $14 amount to my existing vouchers. I hope BBB can please assist with this concern. I have made lots of purchases throughout the years at **** store, I hope they can please assist with my request for a refund of $14 back to me. Thank you
Sincerely,
***********************Customer response
06/28/2024
Complaint: 21834531
I am rejecting this response because:Hello,
I found these receipts recently. I have attached photos of the receipts I found. Is there a way a **** supervisor can please look into pulling up the record of the returns I did without receipts. I used my driver's license to show cashier.
It is for the $17.99 and $22.99 purchases bought on the same day, same transaction/receipt. I originally paid with cash and it shows on the same receipt and I was refunded with a store voucher on 2 different days without receipt $10.99 and $15.99. I lost $14 total. ($7 on each item). I want to know if another voucher or gift card/store credit in the amount of $14.00 can please be issued to me?
Sincerely,
***********************Business response
06/28/2024
Receipts for original purchase.
Hello,
Regarding BBB case #21834531
I found these receipts recently. I have attached photos of the receipts I found. Is there a way a **** supervisor can please look into pulling up the record of the returns I did without receipts. I used my driver's license to show cashier.
It is for the $17.99 and $22.99 purchases bought on the same day, same transaction/receipt. I originally paid with cash and it shows on the same receipt and I was refunded with a store voucher on 2 different days without receipt $10.99 and $15.99. I lost $14 total. ($7 on each item). I want to know if another voucher or gift card/store credit in the amount of $14.00 can please be issued to me?
Initial Complaint
06/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
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
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
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 FridayInitial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 FridayInitial Complaint
05/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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 FridayCustomer 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,
*********************************
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Customer Complaints Summary
204 total complaints in the last 3 years.
77 complaints closed in the last 12 months.