Ross Dress for Less

Subject: Formal Complaint Regarding Repeated Unprofessional Conduct by Store Management Dear Ross Corporate Customer Care, I am writing to formally report two deeply concerning incidents involving the Store Manager, Dominique, and, most recently, the Assistant Manager, Katte, at your [Pearland/ Pack-way] store. The conduct I experienced on both occasions was unprofessional, disrespectful, and inconsistent with Ross’s customer-service standards. I am requesting immediate review and corrective action, as these behaviors pose a serious risk to the store’s reputation and customer trust. Incident 1 – Prior Visit During a previous visit, while shopping with my son, I made purchases totaling over $300. Because the bag provided was overfilled and beginning to tear, I politely asked the cashier to double-bag the items. Before the cashier could assist, Manager Dominique intervened, instructed the cashier not to accommodate my request, and stated that I did not have to complete the purchase. Feeling dismissed and embarrassed, I requested a refund and left the store. Incident 2 – Most Recent Visit On my most recent visit, I made purchases exceeding $500. Once again, all items were placed into a single bag that was visibly ripping. I asked if the items could be split into two bags so I could carry them safely. Dominique stepped in and, in a noticeably arrogant tone, instructed the cashier not to assist. When I noted that this was the second time she had treated me this way, she replied, “Maybe you shouldn’t come to this store again; if I was treated this way, I wouldn’t return.” I responded that I enjoy shopping at Ross and that her behavior cannot dictate where I choose to shop. I then reported the matter to the Assistant Manager, Katte, who also demonstrated dismissiveness and stated that she saw no issue with the store manager’s actions. Concerns I am deeply concerned that this pattern of conduct is not only tolerated but appears to be supported by store leadership. A store manager represents the standards of the brand, and the consistent hostility, refusal to provide basic customer assistance, and attempts to discourage a loyal customer from returning are entirely unacceptable. This behavior does not reflect Ross’s values and undermines customer confidence in the management team. Request for Action I respectfully request that this matter be formally investigated and addressed at the district or regional management level. I believe it is critical for Ross leadership to review the conduct exhibited by both individuals, as their actions directly harm the customer experience and create an environment that feels hostile and unwelcoming. Thank you for your time and prompt attention. I look forward to a response outlining the steps Ross will take to ensure that customers are treated with professionalism and respect moving forward.

Love the ice cream. They recently always have my favorite flavors 😋. My daughter loves the strawberry matcha. …

Bad customer service experience at this location. Employee Dominique has an atrocious attitude and should not be working in a customer facing role. Immediate demeanor was rushed, dismissive, and rude upon making it to the register. Consider putting her in the stock room if she cannot handle the holiday rush. Claims to be a manager but I cannot imagine anyone would put this unprofessional, ill spoken and rude person in a management role. Other employees were pleasant but one bad apple can spoil the bunch. Editing to add- I left over $300 worth of merchandise that I was going to purchase as Christmas gifts because or this atrocious "manager" who is very clearly on a power trip. ROSS, this person Dominique is costing you hundreds of thousands of dollars in sales! As a long time patron, I am requesting that all of the complaints be taken seriously and swift action be taken. Dominque should be demoted or fired!

I wish there was a zero star to give this store because of the manager. I had a terrible encounter with the store manager, her name is Dominique. After spending hours to make my selections, and went to checkout, the cashier put everything into one bag. I requested for the bag to be doubled to avoid breakage or the items be split into several bags for me to carry. As the associate was about to do so the so-called manager, Dominique jumped in and told her not to. I then asked why, she said they don't double bags. She offered reused the old torned bag I brought with my returns. I was shocked at the manager's behavior, I asked her why, she said I could take my business somewhere else. How rude can you be? This is not the first time she does this. I went back to the store to make complaint only to meet the assistant manager, Katte, who told me that Dominique is the only store manger with an attitude that there's nothing she can do but to listen to my complaint. I don't understand what is going on here. Is this how these 2 ladies want to rundown someone's business? She even suggested we supposed to buy bags that are durable because Ross buys the plastic bags. Are we serious? Which business establishment doesn't buy plastic bags? She made it seems like they just bought the bag for me or the cost of the bag is not already factored into the cost of the products. If all the customers take their businesses somewhere else as Dominique suggested, is Dominique aware she will have no job? How can a manager be so rude and unprofessional? Such behaviors I see amongst associates not from someone in leadership. I wonder how she got to become a manager with such nasty attitude. I hope the the company does something about this. I saw other customers complaining about the same manager. Maybe the Ross stores are hiding their true colors behind terrible unprofessional managers like Dominique that is why she's not yet fired or retrained.

If you're going to buy one or two items, you have to bring your own bag because they won't give you one even if you ask, because they only have large bags, they say.