Lack of customer service

I spent quite awhile picking out a housewarming gift the other evening at the Ross store in Alameda, California. There was a huge line and one cashier. At the same time there were two security guards outside the store's doors and one inside the door. So they are apparently putting their money into security, not cashiers.  I grew frustrated by the line, left my merchandise at the customer service desk, and left the store empty handed. A couple nights later I went with a friend to the Castro Valley, CA Ross store.  Same thing. Long lines at the checkout, yet three security guards stationed in the front of the store. I noticed during both visits the merchandise was picked over more than normal, appeared more shop worn than usual and seemed like off-brands for the most part.  I truly do not know how they can be making the corporate profits they are claiming. Everyone I know talks about how much they think Ross has gone downhill and how much they prefer TJ Maxx instead.  To me, the Ross stores in our area have come to resemble messy Marshall's stores. In fact, honestly, the Marshall's store in San Leandro, CA was in better shape this week than either of the Ross stores I visited.  Oh... and I found the housewarming gift at Kohl's on sale. Name brand. Just was I was looking for and there was zero wait at the check stand.