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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

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Ross Stores Inc has 315 locations, listed below.

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    Customer Complaints Summary

    • 224 total complaints in the last 3 years.
    • 81 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/23/2025

      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 had went to **** off of ************** at the ***********************. Its in ********** or *********** and the night supervisor wouldnot let me make a return with my receipt. I had spent $245 original on the original purchase, but I had one belt that didnt fit. She not return it for me. She started talking about my kids. She started cursing at me. She was extremely rude and she did not handle herselfcorrectly. I have it all on video and Im gonna file the lawsuit civil lawsuit I want her to get Suspended or something from the Company extremely rude and she had no reason to she couldve used the receipt and looked it up or she couldve the original card and brought up the purchase.

      Business Response

      Date: 07/23/2025

      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. Due to Legal being mentioned, I will not be able to respond further.
      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
      Case number : *********

    • Initial Complaint

      Date:07/17/2025

      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.
      Charged me $22.99 for item that was marked $3.99

      Business Response

      Date: 07/17/2025

      Dear ****** *****,

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

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

      Sincerely,
      *** ********
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0449636

    • Initial Complaint

      Date:07/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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, Tuesday, July 15th, 2025, I went to,**** on ******************* in, ************, **************, and purchased some *********** Number:1781. Receipt Number: 1781-04-7931-5196-4. There are TWO ISSUES that, **** needs to be aware of. FIRST. Only one person working at the register. The cashier ***** was very professional, although the line was long with no help in sight. I asked if there was a manager on duty, and ***** replied YES as customers were leaving the store. Also is, **** aware that TWO Customers had FAINTED DUE TO THE HEAT IN THE STORE. Is the AIR CONDITIONER WORKING OR NOT? Did the store manager do any INCIDENT REPORTS? If this continues **** could be held LIABLE. I wanted to contact **** CORPORATE, however, ****************** does not have an email or portal for customer concerns. Thank you for your attention to these very egregious issues. The **** on *************** in, ************, ************** is a HORROR STORY!!!

      Business Response

      Date: 07/16/2025

      Dear ********** ******-*******,

      Thank you for taking the time to bring this matter to our attention at ****.

      I would like to apologize for the condition in which you found our store. 

      Your comments have been sent to our District Manager who will review this situation and resolve this issue.  

      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 : CS0449571

      Customer Answer

      Date: 07/18/2025

      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.
      Please also have the, MANAGER referenced in your statement provide you with the, INCIDENT REPORTS, and how the Store employees at, **** handled the issue. I also want to know if a change in scheduling for more, CASHIERS AT **** AT BOTH STORES IN, ************, ************** has been made. 
      Thank You! Friday, July 19th, 2025.

      Sincerely,

      ********** ******-*******

    • Initial Complaint

      Date:07/14/2025

      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.
      on 7/13/2025 I attendant the **** store located at ********************* STORE 0181 AROUND 2:10PM. I walked in grab a shopping cart I placed my youngest on the kid seat as we were browsing around my oldest son, 4-year-old son wanted to use the restroom I walked over to the fitting room/Bathroom politely ask if my son can use the bathroom, the women who assisted me can clearly hear my son saying that he really need it to go, all she said was" no public restrooms" allow. once Again, I ask... I said my son really has to go the answer was still a "NO". My son Is fully potty train, and this has never happened to him. I went and explained to the ************** in front he said that for security reason they don't have public restroom however I do not know what was unsafe about them not letting a mom with a toddler use the restroom. then I ask the security if He can get the store manager. at this point I end up leaving to my card to figure something out my 4 Yer old went number 2 on himself. it was humiliating and embarzing for him and I had to change him in my truck while people were looking while I was changing my son the worker that I first interacted with in the bathroom/ fitting room happen to be parked next to me. she was in the phone, and I told her I understand it's not your fault but look what happed my son p*** on himself all because you guys wouldn't let him use the bathroom, she said something like it's not my fault and started saying disrespectful things about me. once my son was changed, I went back to finish my shopping ad speak to the manager, who was not help couldn't even provide me a customer care **** number. as I continue to do the shopping they would be around the areas that I was shopping I don't know if they thought I was going to steal but that was unconfutable I felt attack and discriminated at this point. This was a super uncomfortable situation for me as a moth that I don't wish this upon no child or mother my son literally p*** on himself.

      Business Response

      Date: 07/17/2025

      Ms. *******,

      I received message back from **** District Mananger-***** that he reached you and resolved the concern around the restroom that is currently inaccessible to our customers when emergency arises as the restroom is pending work. I was also advised this location is one of our stores that is noted outside as you enter this location there is not public restroom available. 

      We always want to provide our customers with the best experiences when in our location and were definitely hopeful that you'll be returning to our **** Store in the future. 

      If we can assist further, please contact **** ***************** ************. Refer to case: CS0449064

      Sincerely, 

      **** Hibbs 

      Customer Service Representative 

    • Initial Complaint

      Date:07/10/2025

      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.
      Ross Dress for Less consistently locks its restrooms with a keypad system, preventing customers from using them without going through a lengthy and cumbersome process. Some controlling managers also restrict restroom usage for employees and lie to both customers and employees, claiming the restrooms are broken. Today, I was with someone who has an health issue who needed to use the restroom. If this was an *** situation how would it make that customer feel. An employee named ******* made it unnecessarily difficult by being uncooperative about providing the access code and displaying a poor attitude. He also made an insensitive comment, saying he "aint cleaning up /" (fill in the blank). I found this highly inappropriate and am reaching out to see if someone from the California corporate office can address the inhumane restroom lockdown policies at the stores in ******* it is obviously a district or regional manager issue because it is happened at stores all over the state of *******. The ************* location just happened to be the meanest and rudest of the stores. This store has employees with consistently bad attitudes I utilize this store a lot and the biggest issue of contention besides the restrooms is the constants complaining of the employees about store hours forcing them to work past 9pm. Which is ridiculous because the store closing hours normally or anywhere between 930 and 11 PM depending on the location. Please give the stores an attitude adjustment so that they can be better. Thank you.

      Business Response

      Date: 07/16/2025

      Hello Mr. *******

      Several attempts have been made to contact you with no response. 

      I'd like to provide information regarding access to our restrooms for clarification. 

      The restrooms in our store locations are accessible with assistance by attendant and may require utilizing a lock pad on the doors by which the code is not provided openly to customers for security reasons. If any customer needs access to our restrooms, an attendant is needed for assistance. 

      We thank our customers for understanding our policies and for shopping with Ross Stores.

      If we can assist further, customer is welcomed to contact **** **************** for assistance. ************, please reference CS0448539. 

    • Initial Complaint

      Date:07/06/2025

      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.
      Heres the revised version with your two requested changes:?Incident Report **** Store, ********* (07/06/2025)On July 6, 2025, I visited the **** store at ****************************************************************** with my 15-year-old daughter to buy a swimsuit. When she went to try it on, I attempted to accompany her into the fitting roomas I always do for safety and support.The back fitting rooms were closed, so we went to the front. The ******** there told me I couldnt join my daughter. When I explained she was a minor, the ******** ignored that and called for someone to take care of the arguing woman. I felt humiliated and criminalized simply for trying to accompany my child.The manager arrived and calmly told me I could wait about 15 minutes for the back fitting room to reopen, where we could go in together. Had the first ******** explained this, the situation would not have escalated.What was especially disturbing was the ********s hostile tone and dismissive treatment. My daughter was wearing a Star of ***** necklace, and the ********, who appeared to be Muslim, made repeated comments and actions that made me feel targeted. I cant say with certainty, but the interaction felt unmistakably antisemitic.After nearly two decades of shopping at ****, this experience was degrading and painful. I no longer feel safe or welcome in your stores.

      Business Response

      Date: 07/07/2025

      Dear *** **********, 

      Per our conversation, I once again want to apologize for the issue is regarding the fitting room area. 
      We always want our customers to have a pleasant experience in our stores, and I apologize for the experience you had in the *************** location. 

      This issue will be forward to the District Manager responsible for this location to review with the store team. 

      We appreciate your business, and we hope you'll give us another chance to serve your family needs. 

      Sincerely,

      **** ********************************** Representative 

    • Initial Complaint

      Date:06/28/2025

      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.
      Absolutely, *******. Heres your finalized message with todays date and the specific store location included:---Subject: ************************ Concern ********************, ********, ** Date: June 28, 2025 Dear Store Manager,Im writing to express my deep disappointment with the treatment I received at your Ross Dress for Less location on ********************* and **** in ********, ***********On a recent visit, I returned to exchange a belt that broke after only one day of normal use. Though I had misplaced the receipt, I approached the situation politely and expected a fair resolution. One associate initially agreed to process the exchange, and I took the time to locate the exact same item to facilitate the process. However, another associatewho appeared to be supervisingoverrode that decision without explanation.This left me receiving two different stories and no resolution, all while wasting my time. To make matters worse, the associate who treated me most dismissively refused to give me her name, despite my respectful demeanor ************* a 56-year-old man with a strong track record of integrity and excellent credit, Ive never experienced such treatment in a retail setting. I wasnt asking for anything unreasonablejust to be treated fairly and allowed to continue giving your store my business.I respectfully request that this matter be reviewed and appropriately addressed. At the very least, I deserve to be acknowledged with courtesy and respect.Sincerely,******* ******** *********************** ---If youd like, I can help you email it or format it for printing. Just say the word.

      Business Response

      Date: 06/30/2025

      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. 

      You can return the item to your nearest **** location with the receipt and tag for the article. If the product is defective, ask to speak to the manager on duty as they will need to assist with a defective return to see if it is acceptable per our return/exchange policy. 

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

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

      Sincerely,
      *** ********
      Customer Service
      **************
      CS Hours: Monday thru Friday 

    • Initial Complaint

      Date:06/25/2025

      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.
      I requested the Tuesday 55+ discount, and the employee asked for my ID. I felt that this was a form of age-based discrimination.

      Business Response

      Date: 06/25/2025

      Dear **** ******,

      If youre 55 or older, it makes you eligible for a 10% discount on any purchase made on a Tuesday.

      Show an ID with your age or date of birth and the store will issue you a ************ Discount on your purchase.

      Thank you for your interest in Ross Stores and happy shopping!


      Sincerely,

      *** ********
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0445685

    • Initial Complaint

      Date:06/03/2025

      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.
      Today 6/3/2025, I visited the ************** located in downtown ****** *****. When I informed the cashier, associate #*******, about the 55+ discount advertised for Tuesdays, she refused to apply it after ringing up my items. As a result, I returned all the items I had purchased. I am a regular customer at this store, and this is the first time I have been denied the discount by an employee. If the company has discontinued this discount, it needs to update its policy and advertising accordingly and retrain its staff.

      Business Response

      Date: 06/04/2025

      Dear ***** ******,

      If youre 55 or older it makes you eligible for ****************** program discount, which is  10% off on any purchase made on a Tuesday.

      Show an ID with your age or date of birth and the store will issue you a ************ Discount.

      Thank you for your interest in Ross Stores and happy shopping!


      Sincerely,
      *** ********
      Customer Service
      **************
      CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
      Case number : CS0441894

    • Initial Complaint

      Date:06/03/2025

      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 May 29, 2025, at around 8:00 PM, I visited Ross Dress for Less in *************************, ** (ZIP *****) and accidentally left my blue pashmina scarf (valued at over $450) in the fitting room. I left the store around 9:20 PM. The scarf was a gift from my mother and holds deep sentimental value in addition to its financial worth. After returning home around 9:50 PM, I immediately called the store. A staff member responded vaguely but acknowledged it may still be in the trial room.I returned at 10:15 PM and saw staff still inside. I called again from outside. A female employee confirmed seeing a blue scarf but refused to return it, citing that the store was closed. I requested she simply hand it to me or bring it at 11 PM when they leave. She hung up mid-conversation. A manager later opened the door to let someone out; I politely asked for the scarf, and she shut the door in my face. Follow-up calls were ignored.The next day (May 30), I visited again at 4 PM. A different manager said the scarf was not found and refused to confirm who was working the night before. **** Corporate later stated security footage confirmed I wore the scarf into the store and left the store without it, but offered no further update.That evening (May 30) I visited the store again at around 9 PM, I spoke to the manager from the prior night. She was initially rude, then admitted telling corporate that the footage showed me entering with the scarf and no longer having it after using the fitting room but still claimed we dont know where it is. When I said Id file a complaint, she replied, Do whatever you want.I was issued a **** corporate case number on May 30: CS0441121, but no action has been taken so far.This has caused mental distress, public embarrassment and may involve theft of confirmed-located personal property. I respectfully request a full investigation and return of my property.

      Business Response

      Date: 06/03/2025

      Dear Dr. ******** ****,

      Thank you for taking the time to bring this matter to our attention. **** is note responsible for personal items.

      Im sorry to hear about your loss.  We have contacted the store. Your email has been forwarded to the store management team in the event that someone would return your property so we can contact you.

       

      Kind Regards,

       

      *** ********

      **** Customer Service 

       

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

      Customer Answer

      Date: 06/04/2025

       
      Complaint: 23408496

      I am rejecting this response because:

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

      Thank you for your response. However, I must respectfully express that ****** general policy of "not being responsible for personal items" cannot be used to justify the confiscation or mishandling of a customer's clearly identified and acknowledged property.
      Let me be clear:

      1. Your own store employee confirmed over the phone around 10:17 PM on May 29, 2025, that she can see my blue pashmina scarf still in the fitting room. I was standing right outside the store at the time and requested that it be returnedyet she refused. This scarf, over 60 inches long, could not have simply disappeared in a secure, monitored environment.

      2. I visited the police station on May 30 2025 in ************ (PA *****) and was told that this is a clear case of theft, and I was advised to escalate the matter to the *******************************************. The officer also noted that this may not be the first such incident, which raises serious concerns about ethical conduct at this store location.

      3. I have screenshots (as attached) and records of all phone calls made to the store on May 30. I am fully prepared to share these and pursue legal avenues if necessary. I will not allow my mothers giftan item of both significant monetary and deep sentimental valueto be ignored or wrongfully retained.

      I urge you to review the store's surveillance footage between 8:00 PM and 10:45 PM on May 30. The footage will clearly corroborate my account.

      I expect this matter to be taken seriously. Please ensure a thorough investigation is conducted, and the item is returned to me immediately. I trust **** values its integrity and customer trust more than to allow this incident to be dismissed without resolution.

      Sincerely,
      Dr. ******** ****

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