Ross Dress for Less — Attraction in Maricopa

What happened to customer service? I purchased some items last night. I want to return them today. I paid for them with a $50 gift card and my personal debit card when I want to return the items the gentleman ignored my request for him to use my debit card to do my refund instead he did part of the refund on my personal debit card and part on the gift card that was thrown away by the cash register person the night before on my purchase When I try to explain it to the manager on duty she kept telling me that I threw away my gift card. I kept explaining no I didn’t. It was your teammate that threw away my gift card and she called the first manager. The first manager didn’t know how to do the exchange. She tried very hard. I’ll give her that to explain it to the people, but it didn’t work so then they called the gentleman named Sergio. I assume he is the higher up manager. Sergio was told the exact same story by the same manager in the store that I threw away the card and that the gentleman who was refunding my items push the wrong button instead of apologizing profusely I was told by the manager that I should’ve told him how I wanted my refund given back to me.when I mentioned that I asked him if you wanted my visa debit card, he ignored me and said not yet maybe not at all. Instead of a full refund on my personal debit card I got a $50 credit back to Ross after being treated so rude and accused of it being my fault But the gentleman pushed the wrong button. I asked for Sergio‘s phone number and then was told “nope” they won’t give me his number. I have to go through corporate. Maricopa is a very small town. A lot of of us moved here 15 years ago where people knew the meaning of customer service? I’m in a customer service industry and the first thing I do is apologize. So attention, Ross employees,management, corporate office please teach your team to use customer service. A preferred way of dealing with the situation is to apologize profusely stating we pushed the wrong button we cannot give you a full credit on your personal debit card. We have to give you a store credit and we’re gonna give you an extra 20% off for the inconvenience. We are so sorry would’ve gone so far. And now all they’ve lost is a customer...

Before this visit, you could already sense the burnout in the employees at checkout and that they don’t get the support they need. Today’s experience just reinforced that.

I was really disappointed with how this location speaks to and treats their employees. During my visit, I witnessed what I assumed at the time were three managers standing around chatting on the floor for about 10 minutes, while another manager (or assistant manager) belittled an employee in front of everyone. This happened more than once—first with one elderly employee, then again with another employee who nervously asked if they wanted a certain person to stay. Instead of support, one of the managers stopped chatting just to speak to him in a condescending way.

Once the managers noticed I was watching, they quickly scattered. I confirmed with one of them that they were in fact managers and shared my concerns directly. I told him that while employees sign on to do a job, they don’t sign on to be spoken to like they’re nothing. Respect and tone matter—you can be assertive without being demeaning. How you treat your employees reflects in your store culture, and if there’s a high turnover here, management should take a hard look at themselves.

Unfortunately, the manager I spoke with laughed while I was giving feedback, which only reinforced my concerns. I truly hope this store re-evaluates its leadership and prioritizes respect for...

I like this store. The employees are very nice and helpful. I had purchased a faux fur throw at another location an hour away, where the cashier failed to remove the anti-theft device, and I came to this store to shop, so I asked the cashier if she could remove it. I had my receipt, thinking it was the correct one in my haste, however it was for a different throw I had purchased at yet another location. She did the right thing and first checked with her superior, who allowed her to remove it. While most cashiers would probably have just told me "You must have your receipt" since it's easier, this kind cashier went above and beyond to ask, and I was very pleased that gesture saved me a lot of hassle. While this is on a different subject, I wish all stores, including Ross, would get with the times, technically, and keep a record of purchases on one's debit card... the way Walmart and Home Depot does, for example. Those stores know everything I buy with my debit card, saving the inconvenience of needing a hard copy of a receipt when I return items. And I don't recall Ross asking me if I prefer my receipt emailed... but next time, I'll definitely ask! Let's...