Canada Roots Reviews 221

Extremely unhappy with the customer service from an online order. I placed an order, they sent me and email stating they received it, the next day sent an email confirming the order and took 85.00 from my account. 3 days later I get another email stating my order has been canceled with no explanation. I called customer service to be told that they don’t have the item, I asked her why she sent me a confirmation of the order if she didn’t have the item she said she had no idea. I asked when the money is being put back in my account and she said 2-4 business days. I told her this was unacceptable and that I wanted to speak to a supervisor. She was extremely rude to me and told me she would have someone call me within 24 hours, it had now been 3 days and no phone call and the money still isn’t back in my account.
For a Canadian company I’m extremely disappointed in their lack of customer service, they obviously don’t care about their customers.

So disappointed with Roots Canada, they refuse to take responsibility for a lost shipment that I ordered on October 29, 2020. They blame Purolator. I have paid for my order and they refuse to do anything. Have tried to reach the Meghan Roach the President but no one will put me through to her.

Dear Catherine,

Thank you for writing to Roots.com. We appreciate hearing from you and we will be happy to assist you.

We are sorry to hear about your order.

In regards to your order -5983455048, the claim has been denied by Purolator as they have confirmation of delivery.

Since the claim was denied by the courier, we will not be able to assist with a refund/replacement at this time.

Again, we apologize for the inconvenience.

Please let us know if you have any further questions or concerns.

Thank you for choosing Roots.com.

Sincerely,

Trish

Roots.com Customer Care

I've never been so very dissappointed with a companies Customer Service as I've experienced recently!
I placed an order to be delivered to the store near me. Only to receive the delivery notification to somewhere in Oakville! Not near me! I was told to call my store to ask for my order because it's been delivered, there's nothing they can do.
See my reply below from Rhys in Customer Service. I have deleted my personal information ...

Thank you for writing to Roots.com. We appreciate hearing from you, and we will be happy to assist you.
In regards to your inquiry, unfortunately we will not be able to adjust or cancel the order once the order is placed and shipped.

Please follow the return instructions

Please note: due to the covid-19 lockdowns store availability may be impacted.

According to your tracking information your package was delivered on November 17

We sincerely apologize for the inconvenience

Please let us know if you have any further questions or concerns.

We appreciate your business!

Thank you for choosing Roots.com.

Sincerely,

Rhys

I love roots clothing, but the shipping takes so long especially when I noticed that the fulfillment facility is only 8 hours away. I live in Michigan, and although they have stores here, their online store usually have my sizes and items that they dont have at the local stores. Mainly gripe is the shipping time, its quite puzzling.

I was returning a sweatshirt with original receipt and credit card at roots store at bloor and branch Roots and an employee forced me to provide my personal information when l was returning my purchase. I told them that they were violating my rights but they still insisted that l had do what they told me or else they would not accept my return. Basically, my return was held hostage in exchange with my personal information. I inquired why they to get my information when l was making a purchase,their response was it is an instruction from management to create customer profile for returns , I further reminded them when l was making a purchase you did not demand for my personal information. They seem not to care.
I felt humiliated for having my rights violated.

I ordered 3 items from roots that came to $222.39 with 20 percent off
Purolator says it was delivered on oct 22 @ 11:23 am on my door step. But I never got my items, I called roots on oct 29 once I tracked the package and realized it was delivered and they opened an investigation, the lady told me it was delivered to the wrong address and I would get my money back as there having several problems due to covid and the increased online orders so I’m not the only one this has happened to
So I received an email from them 2 weeks later saying purolator denied the claim and there sorry for the inconvenience but they don’t be issuing a refund!!! I couldn’t believe it
There investigation was basically a phone call and there just taking the drivers word for it.
I opened a dispute with visa and purolator so I’m waiting to hear back. But I will never shop from roots again even if they give me money back, there treating me like I’m some scammer which it’s very frustrating. This has never happened to me before so I’m not sure what else to do! I asked roots to do a proper investigation. I requested GPS tracking from the driver I want to see where exactly the driver was on oct 22 @ 11:23 am when it “supposedly” delivered. Cause I can guarantee it wasn’t delivered to my address, I also want to see a picture of the roots package on my porch which almost delivery couriers do. They haven’t given me any proof it was delivered to me. Don’t ever buy from roots there a horrible company, my whole family shops from there so I hope there happy with loosing 6 customer over this. I hope no one ever goes through this! I do not have $222 to just throw away specially during these times. Now my poor mom is out of her Christmas present, I do not have another $222 to get her something else as I’m not working during covid.
Even if purolator denied the claim they should still refund my money as I never got what I paid for and that’s not fair!
There not taking any responsibility for there error and I’m beyond mad!
Don’t buy from roots people they have ZERO compassion for there customers.
Horrible customer service!!!!
Never buying from them again.

I bought 2 pairs of boots, both stiff and very uncomfortable. They didn't fit properly. I had to pay over $30 to send them back. The post office took over a month to deliver it to returns- covid and US election. The customer service said it would take up to 3 weeks to refund me after a month delay in shipping. Arduous process.

Always loved roots. I definitely have invested lots of money into there products and always been very happy but recently I got black lightweight trackpants and they are pilling everywhere! Extremely disappointed In the quality. I guess they will be expensive lounging pants for in the house now.

We are definitely a ROOTS family! My family and I have been incredibly happy with all of our products (sweatshrits, sweat pants, onesies, cabin sweaters, footwear and leather backpacks.) Roots is our go to store for these essentials. My boys wear Roots 4/5 days at school. Love the comfort and the style (slim trackpants). The customer service has always been professional and helpful when I needed to exchange items or had a question about an pending order. I am looking forward and patiently waiting for ALL the new arrivals especially women's sweaters.
This company is truly what Canada represents. Thank you ROOTS for keeping my kids stylish, warm and comfortable! One happy mom!

Placed an order for a few items for my kids going back to school. There was a bit of a delay in receiving it but I think that's because Canada Post is behind. There was a disclaimer on the Roots site that it could be delayed. I finally received it and everything was there and looked good. Gave 4 stars because they usually have faster delivery.

Similar to other posts, I ordered a gift card online and unfortunately mistyped my email address. I have a copy of my order and verification that my credit card was charge. I am up to email # 10 with absolutely no resolution. It is impossible to get a hold of them by the phone number provided by their "customer service" and they kept directing to their "gift card department" at an email that was undeliverable. Worse customer service ever. They are crooks! After seeing this post - Root.com came through and emailed me the gift card. Grateful to have resolution and wish it could have been accomplished much sooner

My wallet I purchased , no more than a month ago , the sticking has come apart. It was expensive, how do I get ahold of to text and redeem my purchase. Very sad. I loved it til I seen it falling apart.

Don't buy their leather. My belt began to smell f**king terrible after about a week and I treated it with every type of cleaner under the sun but nothing. Had to throw it away.

UPDATE: Roots provided a credit after I made lots of noise.
I placed an on-line order from Roots on July 10, 2020. The products were never delivered, and Roots refused to provide a refund or credit. It took customer service three months to take a position on the matter. They claim the product was delivered based upon a Fed Ex note that the goods were “left with doorman”. We live in a rural single family home. There is no “doorman”. This was explained to Roots. Their approach to on-line business is abysmal. I placed over 200 orders with Amazon over the past year. They ALL arrived. I placed 1 order with Roots. It’s a no show with no credit. I will never purchase another product from Roots.

I would love to leave a review about a product from Roots. And I am certain that it would be a positive one - their goods are excellent. The quality, speed of shipment, staff at their store locations - I have never had a negative about any Roots experience. With three active teens I shop both online and instore from Roots often, I would say at least 6 times a year, over the past 10 years. Always positive! Today I tried to shop online and after two separate tries and two separate devices I finally gave up. I couldn't go back at all, if I looked at an item or added it to my cart it would bounce around so much I had to close the screen. Super frustrating! Maybe it's back to school or the additional 40% off sale causing extra traffic but I abandoned my cart and ordered from Boathouse and Sportchek instead.
Hopefully this is just today because I would like to shop from them again, but with so many of us shopping online now - and so many businesses providing quick delivery - a working website is paramount to good business!

I placed an order online for some summer work from home clothes and masks. Everything arrived quickly and in great condition. I also love the quality of the masks. Thanks Roots for taking care of us during a pandemic!

For years I have had a great shopping experience on roots.com. System is easy to use, great product selection and easy check out. My last order arrived faster than I expected with my sweatpants order for a trip to the cottage.

I typically shop for everything online, especially during the pandemic. But recently I had to make a trip to the store, really worried about going into malls and of course, physically being close to people in the store itself. I have to say, I’m not usually one for reviews but the service I received was exceptional to say the least. The associates made me feel quite comfortable, they were wearing masks, they were distancing, all while helping me find what I was looking for. I was greeted well, taken care of and left the store feeling better than when I came in. Great experience overall, I’ll definitely be back.

Received an online order where one of the items were damaged but not beyond a point where I wouldn’t be like meh I could use it, it’s not noticeable. But with a little push from my mom I stepped out my comfort zone and called their customer service. I won’t lie and tell you there wasn’t a hold but when I got through I started to blank out on how to describe my problem. After what felt like a 10 minute blabble, the CSR advises that I can bring it in to a store and that they could assist. As we are now in Phase III I took some precautions but made it to the store. In the end their in store associate along with manager made the decision to replace the good but also issue a partial store credit for the trouble and partial mental distress of calling and then having to go to the mall at this time. Happily using my new wallet.