Ross Stores Inc

*** ** *** *** *** * *** *** *** *** *** ** ***Dear ***Thank you for taking the time to bring this matter to our attentionAt Ross we are always looking for ways to improve checkout speed without passing on cost to our customersThis helps us to offer you
brand names at a bargainOur Operations team has found that if the next customer is called while the cashier is finishing up with the current customer and customer takes their own receipt on the way out of the store, it shortens transaction time which means wait time is shorterAs a company, we believe that we can shorten your wait time without compromising our friendly service.I hope you’ll give us another chance to deliver your next bargain with a fast checkoutI know we can get you through the register quickly and deliver friendly service.Thanks again for reaching out.Kind Regards,*** *** *** *** *** *** * ***

Our Store Manager at the ***, PA Store has reached out to the customer advising that they have the receipt to assist with the returnThey are still waiting for the customer to call the Store back to resolve the complaint

Customer had also sent email to customer service. Below is the response that was sent to the customer and the information was sent to the district manager over that location
Dear *** *** ***:
On behalf of Ross Stores I apologize for your recent shopping experience at our storeYour
e-mail has been forwarded to the District Manager who is responsible for this location so they can address your concern 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,*** *** *** *** *** *** ***Open Monday thru Friday 7:AM to 5:PM Pacific Time*** *** ***

Initial Business Response /* (1000, 5, 2015/09/02) */
Dear Ms*** :
On behalf of Ross Stores I apologize for your recent shopping experience at our *** store
Your e-mail has been forwarded to the District Manager, *** ***, who is responsible for this location to address
your concern with the store management teamMaking sure our customers have a good shopping experience is important to us so we appreciate your feedback
Once your comments have been reviewed you will be contacted
Thanks for sharing your experience with us so we can make it better!
Sincerely,
***
Customer Service
XXX-XXX-XXXX
Ticket ID# XXXXXX
Referred to DM and asked to contact customer
District Manager called customer and responded to customrer service below
From: *** *** (***)
Sent: Friday, August 21, XXXX XX:XX PM
To: *** (Store Ops)
Subject: RE: Store- *** Customer- *** ***, Phone- XXXXXXXXXX, Ticket # - XXXXXX
The pillow is a year old with no receipt, close the ***thanks *** *** is following Store policy
Initial Consumer Rebuttal /* (3000, 7, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There was a receipt and I was told if I found it I would be reimbursedThe pillow was defective and unusedThe store needed to reimburse the difference from the amount given to the amount paid for the itemI am not happy with this responsePlease do not close the case
Final Business Response /* (4000, 12, 2015/09/17) */
Paige update 9/17/2015- Received another complaint from Revdex.comCustomer is not happy with the outcomeShe said she found receiptCalled customer to get receipt numberShe cannot read the receipt numberShe will take a picture and email it to meReceipt #XXXX-XX-XXXX-XXXX Date 8/12/$for pillow8% tax$12.99-she already received x 8% tax rate =$voucher sent to customer:
Final Consumer Response /* (2000, 14, 2015/09/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They have given me an appeopriate resolutionThank you

Final Consumer Response /* (2000, 6, 2015/08/31) */
Please closed caseThey called and we settledThey gave me store credit on Saturday, Aug They took the shoes back

Complaint: ***I am rejecting this response because: They still have not resolved my issue.Sincerely,*** ***

Thank you for taking the time to bring this matter to our attention. On behalf of Ross Stores I apologize for your recent experience at our store with your return
Our stores have a day return policy for customer to get monies back in the same form of payment. This is an exact
days with day one being the date of purchase: for example if a purchase was made on January 1st a customer would have to process there return on or before January 30th in order to get their money back. The register system will advised the cashier how to refund the customer and if a return can be done after the 30th day it will only allow them to issue a store credit. In your case as the purchase was done on 3/so the return would have had to be done on or before 4/
If we can assist further, please contact the customer service at ***
Ticket * ***

Initial Business Response /* (1000, 5, 2016/03/04) */
Ross Store Customer Service ***Left voice mail for customer to call back in regard to her complaint, 3/4/@10:30am Pacific Time
Customer Ticket Number ***
Customer Service
Ross Store
Customer Service
Representative
***

Customer called Ross customer service on 4/and provide the same complaint which was sent to the District Manager over this location with a request to contact the customer directly
*** *** * ***

Initial Business Response /* (1000, 7, 2016/01/07) */
This issue was sent directly to our Insurance carrier who is handling the customer.
Closed
Sincerely,
[redacted]
Customer Service/ Store Operations
X-XXX-XXX-XXXX
Open Monday thru Friday 7:30AM to 5:00 PM Pacific Time
Ticket ID#

Sent email to customer requesting more information so that we can best assist him. Ross ticket # [redacted]

Initial Business Response /* (1000, 12, 2015/12/03) */
Dear Ms. [redacted] :
On behalf of Ross Stores I apologize for your recent shopping experience at our store.
If you can provide the address of this location, I will forward your email to the District Manager who is responsible for this...

location to address your concern with the store management team. Making sure our customers have a good shopping experience is important to us so we appreciate your feedback.
Once your comments have been reviewed you will be contacted.
Thanks for sharing your experience with us so we can make it better!
Sincerely,
[redacted]
Customer Service
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 14, 2015/12/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I submitted address for the location and the name of the manager on the Revdex.com complain form.
I was called a kleptomaniac in front of his cashier! How disrespectful! This isn't something that I can just push under the rug! I will be seeking legal advice for this matter.

Initial Business Response /* (1000, 7, 2015/12/11) */
[redacted],
Both the District Manager and I have reached out to the customer who made this complaint. The first number listed (XXX-XXX-XXXX) is apparently not this individual's phone number. I called the second phone number listed and left a...

voicemail on that one to reach back out to us at customer service. We have not heard from the customer as of yet.
[redacted]
Customer Service
X-XXX-XXX-XXXX
Ticket # XXXXXX
Initial Consumer Rebuttal /* (3000, 9, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
somebody [redacted] me and I told them that we just decided to use the gift card and we were done
That is the end of it.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. If I do not receive the credit I will resubmit my complaint.  Sincerely, [redacted]

Mrs. [redacted], Has been contacted several time and has not responded to any calls. please close case.message:[redacted], the District Manager, tried to call [redacted] 4/3/2016 twice more yesterday after 5 p.m. Both times he got her voice mail. Left messages but has not heard back from her as of yet. The Store...

Manager has tried several times, as well. Any other suggestions?[redacted]Sincerely,[redacted]Customer Service1-800-[redacted]ticket [redacted]

No one has called me. The company is lying. I have called the store...

twice since this and the manager still has not called me back.  This needs to be resolved now. I am owed money and need to return this for a full refund now.Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Our District Manager reached out to the customer on multiple occasions with no response from the customer, until today 11/10/16.  She stated that she was able to find her receipt and made the return at another location.  She was not upset at all. She explained her story, and he apologized...

for the inconvenience, and offered a discount on her next visit to Ross.

Initial Business Response /* (1000, 11, 2016/03/15) */
Dear [redacted],
I had previously e-mailed this customer the following response:
Dear [redacted],
Thank you for contacting our corporate office. I'm sorry to hear your credit card was stolen.
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, Visa, Discover, and Amex all have different processing criteria.
As per credit card company regulations, we don't require ID check on a signed card.
Please contact your credit card company to find out their policies and procedures.
Sincerely,
[redacted]
Customer Service
1-800-335-1115
I will also be sending this up to the District Manager above the store to inform him of the cashier's incorrect response to the customer and have him reach out to the customer at his earliest convenience.
Sincerely,
[redacted]
Customer Service
1-800-335-1115
Ticket #[redacted]
Initial Consumer Rebuttal /* (2000, 13, 2016/03/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)

sent letter to customer with a $3 gift card to cover the $2 difference plus tax.
ross ticket # [redacted]

Contact Name and Title: [redacted] Customer ServContact Phone: 800-[redacted]Contact Email: [redacted].[redacted].comEmail was send to Zone Director [redacted] and District Manger [redacted] to follow up with customer. ticket [redacted]. 3/11/2016 at 10:38am[redacted]