I do not know what should be the expectation for a Ross store, certainly not super excellent customer care.
I have been visiting this store for a few years now and I have always had good service, not always super friendly, but it meets my expectations.
Specially for returns, as I have returned items quite a few times. If you have a receipt, and it is within 30 days of your purchase, you can get your money back. Otherwise you can get store credit (no receipt, past 30 days, etc.)
Just be informed if you do not have a receipt you will only get whatever was the lowest price in their records for that item.
Just today went to return some items and Meriam took really good care of me. She was very friendly and professional.