Customer Experience - Ross Waukegan, 1301 N. Lewis Ave To Whom It May Concern, I am writing to provide feedback regarding my recent visit to your Ross location at 1301 N. Lewis Ave, Waukegan, IL, on Sunday, January 26, 2026, approximately one hour prior to closing. Upon entering the store, I immediately noticed that the entrance area was slippery and unclean, creating a potential safety hazard. I nearly slipped in the doorway, which I found concerning, as most Ross locations I have visited typically have either a security officer or a store associate positioned at the entrance to welcome customers and maintain a safe environment. Once inside, I observed several issues impacting both safety and customer service. The store appeared disorganized, with numerous items out of place or lacking price tags. While I understand that this was during the last hour of sales, I was surprised by the lack of floor support or proactive assistance for customers. As I approached the checkout area, I noticed a significant line forming around the jewelry counter. I requested assistance from two store associates who were present but engaged in a personal conversation. When I asked them to assist a gentleman who was handling a line of more than eight customers, one associate informed me that staff members were on break. As someone with over 28 years of professional experience in customer service, leadership, and retail across multiple industries, I am aware that employee breaks are typically scheduled so as not to impact customer support or store operations. When I asked for her name and position, the associate refused to provide her name, stating only that she was a manager. Her demeanor was dismissive and unprofessional, which negatively impacted my experience and, I would argue, the overall morale and performance of the store. Eventually, another associate, who was on break and wearing her name badge, came to assist at the front, and I appreciated her effort. However, the initial interactions left a strong impression regarding the importance of staff accountability and professionalism. We are currently in a challenging economic environment, and every dollar spent by customers is meaningful. When a store does not value the hard-earned money of its clients or fails to provide the level of service customers expect, it risks losing them. Poor service can create a domino effect, ultimately impacting sales, customer loyalty, and team morale. I respectfully encourage your leadership team to reinforce policies regarding staff engagement, customer service, and floor coverage, particularly during peak or closing hours. Customers notice how staff are treated and how they conduct themselves, and these interactions directly influence repeat business. Providing the level of service one would expect as a customer is not just courteous -- it is essential to maintaining a strong, loyal client base. Thank you for taking the time to review my feedback. I hope it will be received constructively to support positive changes in staff conduct and overall customer experience at this location. Sincerely, Qiana langston read more

I am a huge Ross fan but good location needs some help especially with holiday season approaching it's only going to get worse. The store was a mess. Items in the wrong area and sizes. Piles of clothing and shoes all over. I feel bad for the workers because cleaning after people who don't hang things back up is yes unfortunate. I ended up finding an item but almost didn't get it because the line was backed up with only one cashier. There was another employee that could have jumped on the register to help but I guess they had other duties. Ross prices are going up so there's not even a real reason to shop there. read more

Nina @ Ross is very unprofessional. She stood at the counter looking around with a hanger in her hand. As me and my daughter walk up she decides to turn her back to the counter! Then proceeds to face the back of the store for the next 2 minutes. Acting blind to me and the customer that walked up behind me. Even though she's the only cashier. We wait! My one year old daughter has enough sense to get her attention and says Hey LOOK! Proceeding this adult woman finally acts like she has a job to do & turns around at the command of a 1 year old. Never greeted us, just started ringing up my items. No customer service skills at all. Training is needed. Was able to find a jewelry organizer & home decor items at a great price. Probably won't be back for another 6 months because of the customer service. Better go going to the other discount stores in the same plaza read more

The store usually carries good products, but the employees and management could use some training in customer service. They don't seem to care. They are always overwhelmed, seem annoyed when you ask a question or God forbid ask for help, and are ALWAYS short on cashiers. You'd better really really need those items or you'll be in line on a typical Saturday anywhere between 35-50 min. It's absolutely ridiculous. Today, I was told that managers were not allowed on registers to help out, and that they can't ask the floor people to help. Are you kidding? With a line that wraps around the store, no backup allowed!??? Corporate should do something about this. read more

The place was packed and the line was so long and the young ladies the three of them move that line like you wouldn't believe they have an a plus in my book such professional young ladies and got everybody out in a great time.merry x-mas read more

Friday payday and only customer service, but no cashiers are open. I stood in line for 20 minutes then left without the chair I wanted! There were, however, 3 loss prevention employees being very loud and noticeable. I've heard they can't do much anymore so maybe the money is better spent hiring cashiers! The selection was pretty good but irrelevant if you can't check out within half hour. read more

First time ever being in a Ross, it wasn't a great experience at all. The one in waukegan is actually quite big. The problem though, their shelves are basically empty. The purses are over prized. As well as, their furniture and the quality is not that great. The entire time I was there, I only saw 4 workers there in the entire store. One cashier, a security guard, a girl at fitting rooms, and another woman who seemed to be in the manager (whom was actually hidding in the back). She actually came out once, because the cashier girl was talking to the girl at fitting rooms, and the two were holding up the line. After she had "helped out" she went back into hidding. After browsing around the store, I decided to meet up again with my family at fitting rooms. After a long 9 hour shift at work I was quite tired, my injured knee was killing me! So, I decided to sit next to my dad. Which brigs me to my next point, there should be more seating areas by the fitting rooms, Ross only has two chairs! I found it quite rude at the fact that, the girl at fitting rooms told me to give up my seat for someone who couldn't stand for more then 5 min (in this case they also need to have wheel chairs). I dont undertand why I should give up my seat when, I as well, cant stand for too long! Due to the fact that I tore my acl! But guess what? you wouldnt be able to tell at all that I'm partially disabled, especially because I was wearing a long dress! I found it quite descriminating, just because people are young, doesn't mean they can't be disabled! After being scrutnized by the lady who wanted to sit down and the girl at fitting rooms, I told my dad to get up so the "older ladies" could sit down. Though, the woman who hurt to stand, was on the heavy side, she told us she wanted both chairs to sit on! I didnt feel like standing around, so I decided to go into the fitting room with my sister to see what dresses looked good (plus I could finally dit down in peace), the girl at fitting rooms handed me a tag with the 0 written on it (since i had no items with me). Two minutes later I hear, the manager looking for me, I can cleay hear her talking to the other girl asking her where I went. She comes looking for me, by peeking through the curting! I dont care who you are, wheather your the manager, a female, a gay male, or even straight at the males fitting room, you should never do this! Also, if I were manager, I wouldnt allow my employees to wear leagings at all, unless of course their behinds are covered! The girl at fitting rooms was wearing black leggings. Everytime she turned around you could be see what kind and what color underwear she was wearing! The dress code should be enforced properly. On my way out the manager was nowhere to be found to talk to. I understand that waukegan is somewhat considered ghetto and poor, thats is still no excuse to be treated this way. Have some respect at the fitting rooms, have proper dress code, have more seattings, and don't descriminate. read more

I came here at 3 pm today and while waiting in line, two female employees were talking across the registers about their smoke break, not even talking or looking at the customers. When it was my turn to pay, the 2 ladies were now next to each other and apparently too busy chit chatting to do their job. My cashier told me to GRAB MY OWN RECEIPT... because she was busy talking. I dislike this Ross but it's very close to my house. They need to actually train their employees. read more

We went to Ross in Gurnee today and it was a total mess. Items were all over the place. Clothes on the floor. It was just filthy. Extremely disappointed and will not return. read more

love the Ross in Waukegan!! well stocked the Ross in Kenosha and Racine Wisconsin are always empty. The employees in Waukegan are also very friendly!!!!!!!!!!!!!!!!!!!!!!!!! read more

After seeing Ross commercials on TV, I finally decided to visit this store and give it a try. Boy was I completely wrong. Everything that was advertised on Ross was the exact opposite. The commercials make Ross seem like it is Macy's but when you walk in their it looks like a tornado went through the store. I noticed most of the merchandise is defective, the customer service is terrible, not to mention the fact that you have to wait in line an hour just to buy something. The store looks completely understaffed. I don't see how anybody can shop in these stores, the commercials are false advertising. I have been into a few Goodwill stores that are more cleaner, organized, and the wait time is far less than Ross. Stay away from any Ross, period. Do not waste your money on defective garbage. read more