Canada Roots Reviews 221

Terrible customer service, was of not help whatsoever, I had to repeat myself multiple times, the agent did not understand what I was saying half the time and no resolution was achieved. Everything to them was a no! Highly disappointed and will never order from them again, I have also let my friends and family know to do the same. Don’t shop at roots!

I have been a customer of Roots since the late eighties. For the past ten+ years, I've switched to being an online customer, as I now have mobility issues which make going into a physical store, difficult for me. Ordering online has always been easy, until just recently.

After attempting to place an order in the way that I always do, I found that Roots had put a block on my account. Orders would either fail to process at all, or they would process and get immediately cancelled.

When I called Roots' head office in Toronto, I was curtly told that the problem was on my end, not theirs. I checked with my bank to verify that my credit card had not been compromised - everything was fine.

I called Roots' head office again, this time elevating the issue to a manager. The woman with whom I spoke seemed kind enough. After I explained that I had tried using multiple credit cards, multiple internet browsers, etc., the manager said that she would discuss the issue with their IT department.

They first blamed the fact that my "ship to" and "bill to" addresses were different. But they have ALWAYS been different. This was never an issue in the past.
The manager could not explain why suddenly this was a problem.
As recently as November 2025, it was NOT a problem.

I was told by the manager yesterday, that there is nothing more she could do for me. She went back to blaming me, saying that the issue had to be something on my end.
"It's your credit card", I was told again.

*Two days prior, I had used that very same credit card in a physical Roots location, to place an order through the store manager. And the card worked just fine! How could this manager continue to blame me, when clearly the fault lies within their IT department?
Roots.com has created a problem for a customer, and either refuses to, or has no idea how to, correct it.
So they blame their customer.

It has become evident to me that Roots, once a trusted and terrific company and brand, no longer cares about their customer base. I can't shop online with them anymore? Oh well. That's not their problem.
I was a regular customer of nearly 40 years.

This company is nothing like what it once was. Do yourself a favour and spend your money elsewhere.

Domenica was terrific in assisting me in both finding items in store , as well as ordering a sweatshirt online to be delivered to my address.
She was so pleasant and made my shopping experience a 10/10!

So ROOTS ignored a PO Box for a Registered Post Office and shipped using FedEx. FedEx claims they delivered the parcel but Canada Post does not have it no notice card was left and ROOTS customer service is NOT refunding me for their screw up. $50 missing product for their complete incompetence. February 26, 2026 I will be reporting this to the BBB as well as FedEx to the Police. ROOTS also ignored the reference number I gave opened with FedEx. Completely incompetent customer service. And Refusal to transfer me to a supervisor and would NOT provide a case number for my report of missing parcel FedEx took a photo of a ROAD not to my front door of my condo building.

Return an article in store as it's possible in the policy and never seen my money. I returned the item on the 23rd of December, contacted their service at a dedicated mail but still never seen a euros of refund. I've never seen a scam like this.

The tab on the zipper of my hoodie broke off, which is definitely a defect, but roots says it's normal wear and tear. Now I'm stuck with an over priced hoodie that I can't wear. I'll never buy roots again.

The quality of their coats are not what you pay for. With a price tag of over $200 you would expect a coat to have gone through proper quality control ? No chance. They continue to use BELOW GRADE materials on their products and THAT is not acceptable. Roots claims they use materials that are rugged for the outdoors- but DONT BE FOOLED. My son’s zipper pull on his winter coat broke off in less than a year. HOW IS THIS ACCEPTABLE?… they told me that it was excessive wear and tear? Are you kidding me. A winter coat is meant to be used especially with the winter we have had. I didn’t ask for a new coat, just wanted them to agree that the zipper pull is not of the same quality(not durable) and to pay for me to have the zipper replaced ( which would probably cost approximately $25…. Instead they want me to purchase a brand new coat and they will offer a 20% discount. I don’t want a new coat. DONT EVER buy from Roots, their quality is UNDER PAR, and their Customer Service team needs help- I contacted them at end of Nov. and I hear back from them 2 1/2 months later. They DO NOT CARE - so DONT WASTE YOUR MONEY, go buy elsewhere. Please, you will be disappointed.

Ordered a flannel shirt 11/20/25. Fell apart after first wash. contacted roots.com for a return for like item. They told me they do not warranty non leather items. Sorry about your luck! Never again!

Took my money then cancelled my order like they were hoping I’d buy at least one item that was in stock! So frustrating don’t show items in stock if you can’t keep up on sales orders and updated quantities! It’s 2026 come on, ur website runs like it was built in 1999

This was my first order from Switzerland with Roots. Shipping was fast and smooth, and the Kanga Sweater fits well in size XXL. The material feels good and of nice quality.

Unfortunately, the rib hem at the bottom looks stretched out and does not sit snugly. On me, the sweater flares out and almost looks like a little skirt. I expected a much tighter hem. It seems to be an issue with the knit of the material, and I also find it odd that the product photos show a rolled hem.

I won’t return it, as shipping from Switzerland is too complicated, but I’m willing to try another Roots item in the future. Overall, good fit and material, but the hem is disappointing — so only an average rating.

These losers. If you pay with visa debit they charge you right away. I paid 184 for 3 items, one was cancelled and I was promised a refund and a credit for $15. Then I got ANOTHER charge for the other items. Visa debits are a placeholder apparently. So I am now out over $300.
I was told I would get 184 back next week but this is so janky and I would never do this again. I order clothes online all the time and this has never been a problem

My wife had purchased a Roots large purse from Winners a couple of years ago. Although she has been using it for a few months now and everything looks new, the handles are worn out. I tried contacting them and they put me through Holiday Group. After several back and forth they can not do much because she cannot find her receipt. I wont be purchasing poor quality made in China crap from this company again.

After being a good customer for years this has been a HORRIBLE experience! They charged me for my full order and after 22 days of it not shipping, I followed up 3 times with no response. They claimed the order failed on their end and couldn’t fill the order. It took another 10 days to get a refund finally, and all of the items are sold out. As compensation they offered a discount on a future order (less than the sale when I placed the order). I wasted 2 hours on the phone fighting to get my money back on an order they had no intention of filling.

Stay far away from this company. Scammed and fraudulent with their service and customer service. I had to return three items and had questions regarding return policy and instruction. Need to speak to a LIVE agent but all call to their 1-800 customer service number automatically disconnects your calls. Extremely unprofessional and leaves the customers very vulnerable and uneasy when answers need to be met. I was forced to deal with "chat" AI -and waited 30 minutes for an agent to answer my concerns via "chat" and was met with a very rude tone- i had questions as to clarity of their return policies and how to access print label, etc. - and if my items are returnable . had to pay $10 to return which is such BS but anyway - It very uncomfortable shopping on their website and not worth the hassle of not being able to connect with a sales representative or live agent customer service when needed. When spending hundreds of dollars on items via their website - I would have liked to have peace of mind that If I have any concerns or questions regarding my delivery items received someone will be on the other end to assist.

Visited Canada and bought a sweatsuit at Roots. Got home to Georgia in the USA and discovered they left the security tags on. Not the end of the world. Mistakes happen. Sent emails and did the chat bot and live chat one the website over and over. Sent photos of receipt, clothes etc. they ignored every communication. How dismissive and disrespectful.

Package has been delivered to wrong location, trying to chat and took more than two hours but still no agent to chat with. Called them and the agent tone seemed she’s least bothered to talk, no apology nothing, than for some reason the call got dc from their side and no call back. After getting hold of another agent spending hours, have send them pictures of my place as a proof and so far no call or reply from them.
After few days received email from Roots stating if FedEx says it has been delivered, there’s nothing they can do.

After buying items in Banff, when I returned to the UK, I decided to order 3 items in their sale on 25th Oct 25. Checkout went through fine but I immediately received an email to say one of the items was not in stock although I was charged for all 3 items. They issued me a 15 dollar voucher off my next purchase. When my credit was not received for the item I contacted them on their web chat and by telephone call and was advised to wait 3-5 days then 7-10 working days and then I phoned them and was told to wait until December 4th. I still have no refund. Have contacted them on their web chat today and no agent will connect with me, I have tried twice. I have had to put this in the hands of my credit card now to pursue the refund. Extremely disappointed with this treatment and would urge others not to buy from this underhand company. I have never been treated in such a terrible manner by any customer service before. Very disappointed and will NEVER shop with them again. AVOID AT ALL COSTS - CROOKS!

Terrible service. Got my order cancelled twice. First time didn't even get an email with the cancelation. With Christmas around the corner you would think things would be easier and not as stressful. Had to call a store to get the customer service line because the phone number on the email doesn't work. Go figure. That's when I was informed my order had been cancelled. I will no longer order from Roots as I have never ran into so many problems with a simple purchase.

I placed an order with Roots on October 5th, paid using a gift card, and was also charged the full amount on my credit card. I reached out to support on October 6th and was told to wait until my order arrived (which was delayed because it was sent through Canada Post after the strike began).

When the order finally came, I did exactly what support instructed and went in-store—only to find out the store couldn’t help me because the gift card was used, and I had to go back to online support. (Second order I have had an issue that resulted in me going to the store to be told to go back online.) And that’s where everything has fallen apart.

For almost two months, no one in online support has been able to resolve this. Every time I contact them, I’m told my case has been “forwarded to management” and that I’ll hear back in 1–3 days. I never hear anything. After weeks of this, they then told me to call in, gave me a number… and the number isn’t even available.

This has been incredibly frustrating, unacceptable customer service, and I’m still out the money I was double-charged. The only positive experience was the general manager at the Saskatoon store, who was very kind—but unfortunately, everything else has been a nightmare.

Roots needs to seriously improve its support process. I’m giving one star because zero isn’t an option.

Order for Christmas - roots changed the delivery address postal code only and FedEx messed up the delivery when I spoke to an associate at roots she said it could take up to 30 days to resolve and because it had taken so long on their part over two weeks she said it was too late for me to cancel the order. I will never use roots again, although a lot of their products are OK their service and corporate to resolve problems is horrible and inefficient. A waste of time ordering online from them.