Complaints

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

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• 

  Ross Stores Inc

  5130 Hacienda Dr. Dept. 9455 Dublin, CA 94568

• 

  Ross Stores Inc

  4112 Fremont Hub Fremont, CA 94538

• 

  Ross Dress for Less

  6857 Siegen Lane Baton Rouge, LA 70809

• 

  Ross Stores Inc.

  2420 E Desert Inn Rd Las Vegas, NV 89121-3617

• 

  Ross Stores Inc.

  8888 Waltham Woods Rd Baltimore, MD 21234

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23314190
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 05/12/2025

  Who do I contact about issues with my card?
  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 **********************

  Business Response

  Date: 05/13/2025

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

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in the store this evening 5/7/2025 for about 45 minutes (9:30 to 10:15pm) with my wife and during that time an employee was speaking very loudly about sexual content while working at one of the registers. She was a large, young woman. She was darker in color, possibly Hispanic. She had a nose piercing in her right nostril. While I was shopping in the men's section, she spoke very, very loudly using profanity constantly. She repeated the f-word more than a dozen times all within earshot of myself and other patrons. While in the line to check out, she was still talking loudly about *** and brought up foreplay and made several very private and lewd comments about ***. She used the term c** in reference to o***** and was not shy about sharing her opinions with other employees. I was very uncomfortable and deeply offended. I wanted to leave as soon as possible. She was talking with a few other employees, not one of which I could hear speaking. She was even asked to speak quieter by one of her colleagues but to no avail. I want this behavior to be addressed and corrected, preferably by education of the employee; however, I got the impression from the other employees that this is a multiple offender and makes the patrons as well as other employees uncomfortable. Education may not suffice.

  Business Response

  Date: 05/08/2025

  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.  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 : CS0437009

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday 4/24/25 i purchased $94 in make up and upon taking it home putting it on it was for my wedding so i didnt have a chance to put it on until the day of my wedding and it was old and cracked! You couldnt tell it was old and cracked just by looking at it though the Danville **** refused to give me a refund because i opened it i shop at **** 24/7 so initially would wouldve thought the make up would be old. I would like a refund $94 isnt much but in this economy its too much to be wasting on old make up when i couldve spent it on something else.

  Business Response

  Date: 04/28/2025

  **** Case: CS0435270

  Customer-****** ****** has been reached regarding defective item purchased which with tax is $10.91. Customer accepted the credit back to her Debit card used in original purchase for return and resolution. In future returns, customer will seek assistance with manager on duty as an attempt to resolve or reach out to customer service as she's a long time **** customer. 

  It was a pleasure working in partnership with ****** to resolve this issue. 

  If any further concerns, please contact **** ***************** reference Case: *********

  Thank you,

  **** ***** (CSR) 

• Initial Complaint

  Date:04/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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. Hoping for consistency 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/21/2025

  **** Case: CS0433974

  Customer-******* ****** and I spoke about her concern regarding the trash receptacle outside the store and the upkeep to maintain a clean presentation. I advised Me. ******, her concern will be forward to the District Manager over this location to address with the store team as well as landlord of property in keeping the area clean and free of debris. 

  We appreciate the customer's concern and the importance of keeping the environment and cleanliness of the frontage of the store and will do our part to maintain a clean area for all the community. 

  If customer has further concern, she is welcome to contact **** customer service directly. 

  ~**** *****

  ************ 

  CS0433974

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive attached photos from Saturday, April 19, 2025 taken at 5 pm at the ************** in *******, **. This is the worst Ive ever seen it and I go there several times a month. Trash overflowing, along the sidewalk going towards Target and someone dumped a large and small trash bag in the parking lot at **** as well.Who is responsible for maintaining cleanliness externally? This needs to be taken care of.

  Business Response

  Date: 04/21/2025

  Ross Stores Case: CS0433990

  Ms. ******,

  A voice message was left for you regarding the trash receptacle outside the store and the maintaining of clean presentation. The trash receptacles at this location and the grounds are maintained by the Landlord of this location. The District Manager-****,has been directly involved with the property team at **** to address this concern with the landlord of property in keeping the area clean and free of debris.

  
  We appreciate the customer's concern and the importance of keeping the environment and cleanliness of the frontage of the store and will do our part to maintain a clean area for all the community.
  
  If customer has further concern, she is welcome to contact **** customer service directly.
  
  ~**** *****
  
  ************

  
  

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My purchased item was refused for a return 7 days after purchase. Managerial staff awful. Their register said it was already returned I have the item in my possession. Computer was wrong and humans listened to their computer boss.

  Business Response

  Date: 04/17/2025

  **** Case: *********

  *Awaiting email from customer with receipt information to assist with concern. 

  Dear *******,
  
  Thank you for taking the time to write our office through the Better Business Bureau. 
  In an effort to assist with your concern, if you can provide me the original purchase receipt number, date and the item number on the receipt you are returning, I'd be happy to investigate and see if together we can resolve this issue.  
  
  We value your business and we hope you will continue to shop for great bargains at ****.
  
  Sincerely,
  **** HIBBS 
  Customer Service
  **************
  CS Hours: Monday thru Friday (6 am PT - 6 pm PT)
  Case number : *********

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23191614
  
  I am rejecting this response because: As I explained to the ** that if my son gave the correct change then why was 7 dollars gave back to him. Also if there is nothing to hide then why not allow the customer to see the video of what took place. Seem as though this is something that always take place with them cheating individuals that doesnt understand the full value of money. I would like for someone in a hire position to reach out rather then the gentleman I talked to. I asked if someone could give me a call of hire status and have not heard anything back from anyone. How can you close out a case when the customer ask to speak to a hire person in charge. The entire way they took advantage of my special need child is very heartbreaking and any mother will fight to have this situation heard. Im not in agreement and I would like to talk to someone over the gentleman because he seem to not have any professional background. 
  
  Sincerely,
  
  ********* *****at was puzzling to me because why give back this amount when you stated he gave you 21 dollars on the receipt and phone conversation. I called to speak to a supervisor and recorded the conversation.

  Business Response

  Date: 04/15/2025

  **** Case: CS0427883 Date: 03-14-25 Store: 0837

  District Manager ****** ***** reviewed this incident: (See below) 

  I reviewed video on 4/01 and customer gave 1-$20 bill and 1-$1 bill. Associate gave correct change and no overage on daily cash count.
  
  Spoke to the customer today and she was not satisfied with the response. Let her know I reviewed the video and tried to explain there was no cash discrepancies on our daily count (she would not let me finish this part).
  
  She request to speak to someone above me and I told her I would update **************** to get her in contact with appropriate contact. She said she would be reach out to CS as well.
  
  She then called me back requesting to meet at store to review video, which I stated we do not release video or allow customers in back offices. That she was recording me and would seek out an attorney
  
  Thank you,
  ****** *****
  DM 208

   

  The case was closed and there is no evidence of wrongful exchange of money.

  **** Hibbs 

   

• Initial Complaint

  Date:04/14/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23198796
  
  I am response to because:

  As of now, my daughter is okay, so I don't want to file an injury claim. However, if anything comes up later, do I still have the right to file one? Im not rejecting this response; I just want to ask a question. Thank you! 

  Sincerely,
  
  ** ******

  Business Response

  Date: 04/15/2025

  If a claim needs to be filed with ******** for her daughters injury, she can contact CS providing her case number: CS0432690

  The store will submit a injury claim for her daughter if needed. 

  **** *****

  Customer Service 

  Business Response

  Date: 04/14/2025

  **** Case: CS0432690

  I reached out to customer-An, her daughter is ok and she doesn't want to file any type of injury claim. Her main concern is that the associates be careful in what they are doing in the stores as not to create any harm to any customer. I apologized to the customer and advised the issue is being ******************** with associates in the store by SM & DM
  
  Customer agreed, it is good to close **** case and BBB case at this time. 

  ~Cori 

  Ross Stores Customer Service 

  Customer Answer

  Date: 04/16/2025

  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.
  
  Sincerely,
  
  ** ******

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23182675
  
  I am rejecting this response because: Here is a picture of it the way I bought it. And of course they going to say what they have too , which is a shame. They sell stuff that has been opened and used all the time, just go in their store and you Will see the stuff for yourself. I see they are not going to refund my money. No business should conduct their selves in the manner that they are doing to me. Very bad management. I am not pleased at all with what they are saying. 
  
  Sincerely,
  
  ***** Figueroa                         

  Business Response

  Date: 04/14/2025

  Customer made contact with **** customer service on 04-09-25, regarding a perfume product she was attempting to return. Customer was refused return of item in the store as the product package was opened and 1/4 of the product was missing per the Assistant Store Manager-Crystal. I advised the customer ***** that product has to be returned in the same condition as purchased. Per our return policy: no refund on products used/worn/altered.  

  Policy: Full refund on merchandise (not used, worn or altered) accompanied by the original receipt within 30 days of purchase will be refunded in the same form of payment in which it was purchased.

  The return was denied. 

   

   

   

  Business Response

  Date: 04/15/2025

  To address the customer's concern regarding new products. 

  Ross stores only sell brand new merchandise. We are a discount retail store and do not carry used/alter/worn merchandise. 

  We apologize if the customer is not satisfied with our return policy, we do have this policy in place to ensure everything we sell to our customer is returned in a new condition. For additional information regarding our return policy. Please go to ************************** 

  Thanks again,

  **** Hibbs 

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23182675
  
  I am rejecting this response because:
  I don't agree with what they are saying period. That all lies from them. 
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23183513
  

  I am in receipt of your response dated April 30, 2025, regarding Case No. CS0430721. I am disappointedbut not surprisedby Rosss continued failure to acknowledge the seriousness of this matter and your companys unwillingness to take accountability.

  
  To reiterate: I purchased the backpack in question from Ross Dress for Less at *****************************, on February 20, 2025. I have provided the date, store location, and product description multiple timesfacts which are consistent across all my written correspondence. Your statement that I have yet to provide a purchase receipt or specific proof or evidence requested is false. I have sent five emails to **** (on April 1, 4, 9, and 18, and via the website in March), none of which have received a meaningful response beyond the dismissive message from **** **** on April 1.

  
  No one has previously asked for a receipt until your BBB response. As you are well aware, most customers do not retain printed receipts for inexpensive retail items purchased months ago. That does not diminish the severity of this incident nor Rosss obligation to ensure the safety of its products.

  
  The burden of proof that drugs were not present in your merchandise before it reached consumers lies with ****, not me. Your continued focus on requiring me to prove that a **** employee placed the drugs in the backpack is a deflection and not the legal standard under California product liability law.

  
  The facts remain:

  
  -I purchased a backpack from ****.
  -My 7-year-old daughter discovered illegal drugs in itwhich the ************************************ has now confirmed is methamphetamine.
  -I carried the bag for nearly a month into public places and my workplace, unknowingly at risk of arrest, contamination, or worse.
  -**** has offered no meaningful support, guidance, apology, or investigation beyond dismissive emails.

  
  I sent a certified demand letter to your legal department and ************** on April 28th outlining the facts, applicable legal claims, and a deadline for resolution. If **** does not reopen this case and respond with a satisfactory outcome by May 12 2025, I will be pursuing legal action without further notice.

  
  Sincerely,
  ******* ****

  k of legal repercussions or contamination from the drugs.I immediately took steps to secure the sunglasses case and prevent any access to the drugs, but I was left with no guidance from **** on how to safely dispose of the drugs.The issues I wish to address are:Product Safety Failure: **** failed to ensure the safety and proper inspection of the backpack, allowing drugs to be hidden in the product sold to me.Risk to Public Safety: My child was put at risk of ingesting these drugs, and I was unknowingly carrying them into public spaces, including Disneyland and my workplace.Failure to Respond Appropriately: After reaching out to **** customer service, I received an inadequate response, and they did not offer any helpful guidance on how to safely dispose of the drugs or resolve the issue.

  Business Response

  Date: 04/30/2025

  Dear Ms. *************** youve been corresponding with Ross Stores directly regarding your allegations, we have requested proof of purchase of the backpack by form of receipt and specific proof/evidence that someone at **** put the drugs in the backpack.
  
  As you have yet to provided purchase receipt or specific proof or evidence requested, we have noted our internal case CS0430721 and are closing the case at this time.
  
  Additionally, we are unable to advise you how to handle disposing illegal drugs in your possession.
  
  Thanks kindly,
  
  **** Hibbs