Canada Roots Reviews 221

I really loved Roots socks but within a few months of buying them there are huge holes in them. I have thrown 2 pair out and am about to throw out a third pair. I am disappointed the quality was so poor. I looked to reach out to Roots but it is so difficult to get through to anyone.

First off, we tried to see if there was a way of contacting Roots corporate customer service, but couldn't find a way to contact them so I decided to write a review on Google. I received a pair of Roots Sweat Pants for Christmas from my daughter on Christmas Eve. The Sweat pants did not fit but didn't want to embarrass her and just said to my wife, we'll return them and exchange for a correct size, but we had flights back out to our winter home in Florida on December 26 at 8A.M., so it was impossible to return them immediately. When we got back in April, we went back to the Roots store in Square One and spoke with Mary who immediately stated they were not able to help us with an exchange or credit because I was past any return/ exchange time period. I was shocked they wouldn't even consider exchanging them for the same product in another size. My wife has been buying Roots as Christmas presents for children and grandchildren for years and I never dreamt they would have such poor customer service. I have several businesses and our store policies are to always try to take care of a customer in order to have my customers take care of us with referral business but I would suggest you DON'T BUY ROOTS CLOTHING if you aren't sure it fits as they don't have good customer service.

Bought a hoodie and matching sweatpants in October 2022, after wearing 4-5 times I noticed the hoodie had a run in the front I didn’t notice due to dark colour of the material. I reached out to Roots thinking it is a quality issue …. NO they said it was damaged in the wash. I have only washed this hoodie 4 times. We have dozens of hoodies and other items, no problem. The older stuff certainly is quality over the new items we have purchased. Pilling I notice is also a problem. I’ll have to say no more shopping at Roots for our family.

Slow and bad service. They do not back up their words on Roots quality. Pieces got shipped to me are like used, and deliberately picked the worst pieces that were returned or not sold in the store.
One shirt was packed with the one sleeve roll up.
Roots.com needs to catch up to other online stores

The worst customer service I have ever experienced. As someone who often purchased roots products for my kids, family and friends. They have lost my support today.

I placed an order with roots and realized 5 minutes after the delivery address was wrong and contacted them to correct it. They did absolutely nothing to rectify the situation or help and I lost 100s of dollars. Disappointing to say the least

Bought an item for my wife for her birthday (late November) and the holidays. Items came late. On top of it, she was out of town so when she got back and tried on the clothes, they were too small. I went to return the items but apparently they were outside of the return date (two weeks after Christmas) and therefore could not exchange the over $250 worth of merchandise that I am now stuck with. I emailed customer service and they gave me a generic response. I replied to their email and they simply copied and pasted their prior response in their reply. I asked a third question and they literally copied and pasted the original respond A SECOND TIME. Clearly have no empathy and treat customers like garbage. Asked to speak to a rep, no response for two months. Based on reviews, I am clearly not the only one to be treated like dirt.

Like many other people here I ordered online and it was a nightmare.

I chose some things I wanted and found I was short of the $80 cutoff for free delivery. So I added one pair of $15 socks that I didn't really want, because it would save me money on delivery.

DAYS later I get notified by email that all the items I actually wanted were actually unavailable, but don't worry, they'll still send me the $15 socks.

I responded immediately telling them in no uncertain terms to CANCEL the order, or to let me amend it, but they ignored this. I explained I do not want a delivery of just socks. I looked through all their terms and conditions and even cited the relevant parts of contract law to support my right to cancel an order that Roots themselves admitted they cannot fulfill.
They again ignored this and told me the socks were on their way. I asked to be connected with someone from the legal team since this was a violation of my rights as a customer, this was completely disregarded.

In 2022 to not have a live inventory system for an online store of this scale is inexcusable. They should at least warn customers. And you can't just ignore complaints, requests and questions.

Complete waste of my time and money, and left me feeling angry and taken advantage of. After a lifetime of shopping at Roots and recommending them to all my international friends, I won't anymore.

Bought a pair of pajama pants (for $70 CAD, I must add) that came with the "R" in "Roots" hanging off, right out of the bag. Didn't notice until I actually put them on after removing the tags, so of course, I can't return them. I'm now going to have pants that say "Oots"...safe to say I'm not ordering from them ever again. Roots quality has gone tremendously downhill, yet the brand remains overpriced.

We purchased two new Roots suitcases. Within one week of our three month travel a wheel on each suitcase went. We had them repaired in Japan, and at our next destination the other wheels went. Roots claims a third party makes their suitcases and I had no success filing a warranty claim with the third party. Roots basically said sorry and have washed their hands if it. We are proud Canadians who have shopped at Roots for years, and we are appalled at their inability to stand behind their product. Shame on you Roots!

Terrible customer service, I bought a fiew items, a pair of socks they sent me has small holes in them and pulls, i asked for an exchange or refund. They sent me a return shipping label to ship back to them, I bought these online for a reason I DO NOT DRIVE , so now I need to pay a taxi to return a defective item they sent me!!!!!! The cost of the socks will cost me more taxi fair! They asked me to send them proof of the socks falling apart I did and they said I need to return this on my own time and they dont care that I domt drive and need to pay a taxi! I also bought a pair of pj and they are falling apart this is the second pair that this happens to me..the quality has declined over the years and the customer service is an absolute joke! Will never buy Roots again

AVOID!!!!!!!!ORDER NUMBER: 5984740220 was placed. ORDER DATE: 02/08/2022. Fedex tracking shows 2763886927XX was delivered Aug 11. This package was not delivered. No signature is available. I have made numerous calls to Roots "customer service". I can say that it is the most horrid customer service I have ever experienced. I was hung up on multiple times, reps would not provide their names or allow a transfer to a supervisor. I was honestly shocked that the level of disservice. It actually got to the point that I started recording the conversations to prove to the next person what was stated. This will be my last interaction with ROOTS. Disgusting disregard for their customers.

This is the worst experience I have ever had! Stay away

For UK citizens, the tax is 20% (VAT) and Roots deduct about 25% once the purchase is done online. I contacted them several times to alert them that this was illegal and touch on scamming. They said that they go by 'estimate" and that they'll refund the difference once they items are shipped. This was since 8 months ago and nothing as such has been done. They think they can get away with this? scamming and lying?
Furthermore, they have the worst customer service that I have come across. They don't answer emails, they don't respond to queries and they are erratic when they do. Awful absolutely useless, too.

DO NOT shop at the Fairview Mall location. The store manager is a narcissist, fake, does not know how to handle any customer situations, runs to the back room to avoid conflicts, does not treat her employees fairly, is very lazy and loves to watch the employees through the security cameras throughout her shifts. The district manager is also fake and loves to make indirect racist statements. Working in this environment was very toxic and Roots loves to let go of employees "without cause"...even the regional manager did not know how to "let go" an employee correctly since none of the employees did anything wrong. The store manager would sit there quietly and let all her bosses do the work. This company is a total joke. Save your time and energy everyone, do not work for this company - especially working at the Fairview Mall location when you have a conniving store manager.

Looks like they are no longer paired with sezzle for interest free payments. Too bad because I’m never paying 200$ for a sweat suit up front. I like supporting Canadian business and it’s so overpriced that unless it’s broken down over equal payments so I don’t notice it I can’t ever justify a purchase from them. Oh well. Was a good run. You just lost a customer

I got a purse from Roots about five years ago because I heard they were good quality and if anything did break on them they would fix it. Well, I got it and within a couple of months the shoulder strap came off. I brought it in and was told that policy was ending, and they would fix it this time, but they wouldn't ever fix it again. While they had it in for fixing they broke one of the zipper pulls. Since then the strap has fallen off two more times. Avoid this company if you're looking for quality.

They need to improve their customer service…They always go first than the customer!

I was charges 3 times for the same pair of pants with 2 different pricing. And they told me that was normal and that I would be refunded but I still have to pay the interest on my card as it was on their. They said that it was their payement policy and that it is on the website. I don't understand why charge and then refund. What!?

I gave Roots SO much time to make this right but they have still failed.

I ordered gifts for my husband during their Black Friday sale and the package never arrived. I promptly contacted them as soon as the package failed to show up, and was told it was dropped off at X location. Yes, I can read, that's what the tracking information said. They said they'd open an investigation and to give them 14-30 days to complete it. After the 30 days were up, I reached out again. I received NO reply to my email, but some mysterious email claim from an insurance company without any explanation from Roots Customer Service. Silence for another 10 days.

I finally reached out telling them I was going to file a dispute with my bank. I received a "concerned" reply saying they were stretched thin and will circle back to me. Look! More silence! I'm done. The next time they hear from me it will be from my bank.