Poor Customer Service at Ross Dress for Less (San Jose: sale, floor)

[rshroyer]

I lost a hand-made Navajo bracelet in the Ross Dress for Less store on Almaden Expressway in San Jose, California this afternoon. It is sterling silver with turquoise and coral stones, and has great sentimental value for me.

After looking on the floor all over the store and checking the fitting room myself, I ask the loss control person to announce on the store intercom that I had lost the bracelet and that I would pay any customer who returned it a $20 reward. The Loss Person paged the store manager for permission without success. After an extended period the loss person the loss control person went upstairs to speak with the store manager. Some time later, he returned to tell me that the store manager had refused to make an announcement on my behalf.

I then waited in a lengthy line at Customer Service to let them know that I had lost the bracelet and to leave my name and number in case it turned up. As I waited in line, the assistant manager appeared nearby. I spoke with the assistant manager myself and again he refused to make the announcement. So much time passed between my initial request and getting an answer that any customer who may have found the bracelet had probably left the store.

I do not feel that my request for an announcement was unreasonable. Nor do I feel that the extended period between the time that I asked for help and the time I got a response was reasonable.

In the end, all I could do was leave my name and number in case the bracelet turned up.

As a result of this lack of cooperation and the "who cares" attitude of the assistant manager, Ross lost a sale this afternoon that was worth far more than the value of the bracelet. It also lost a customer for life. I told the assistant manager this, gave my shopping cart full of clothing to the loss control person, and left the store.

This lack of courtesy and customer service is unacceptable.

[vette-dude]

Read your thread, pretty sad a store as well known as Ross would treat a customer such as you were treated. Why wouldn't they use their intercom system to announce the loss of a bracelet with specific description of the item? Actually makes me want to stop shopping at this franchise as well.

[mrzod]

That sounds really awful, but the store did have the right to refuse what they did and by doing so, not only did they lose your sale, but my (future) sale as well. Good luck finding your bracelet.

[ferretkona]

I doubt you would have a better experience at the larger stores. I have been working years at a major store and the only personal message I have heard regarded a lost child.

[Carolinemoveswhere?]

Ross does have a customer call center, to take complaints such as this. I don't have the number, but I'm sure you could find it online. (someone I know is a call taker)