Canada Roots Reviews 221

Have offer on have tried several times to access but unable to as no North American address. Wrote to customer care took long time to respond and leave country soon. So although may have good products shame about the leadership of company

Worst customer service ever. I'm tired of hearing... "We are experiencing longer than normal wait times" Working from home and not doing their jobs! On hold for over an hour and a half before I gave up.
I'm done with Roots all together because of this experience!

The worst sweat pants I've ordered.
I bought these sweat pants 2 months ago after 1 MONTH they became really linty, it almost seems like there going to rip from the back thigh part. It has also shrunk when I put it in the washing machine I CAN'T WEAR THEM ANYMORE THEY ARE TOO SHORT. 79$ gone to waste I do not recommend DO NOT BUY !!!!!!!!!

Order made before Christmas,
Delivery not done,
Roots failed to give me an explenation and refused to give me proof of delivery
I opened a case with PayPal and won the case,
I will never order on roots.com again,

Worst customer service ever.

Package has never arrived and it's been 1 month.
another package charged me the item I ordered but put wrong item inside. It took 1 week and several phone calls to get return label. never heard back after they received it and they have received it few days ago. It takes forever (maybe never) for them to fix the issue they caused.
American company with Sea-Gull logo and American company with Moose logo had same issues but they fixed the problems over phone call without wait.

Didn't received Package:
American company with Moose logo-- re-sent another package or refund money to your account right away
Roots -- holds your money and tell you they need 2 weeks to figure out How, When and Why

Received wrong items:
American company with Moose logo-- Ask you to keep the wrong items and re-sent the correct items or refund money to your account right away.
Roots-- they ask you to email pictures, details and receipt to proof that you received wrong items and also mail the wrong item back otherwise to bad, it's not their problem then.
took 1 week and several phone calls to get return label. they don't tell you when they receive it till you start getting concern that you might never get money back.

Roots should go to US to learn how to handle things.

If I could, I would give Roots "-100" Starts

P.S. If Roots want to fix problems sincerely, they should contact customers first instead ask customers to send a useless email.

Honestly this is such a painful process dealing with Roots. Horrible experience.

When my sweatshirt didn’t arrive and I have not received any emails nor notifications from roots I called. At that time, I was on the phone them for almost an hour and a half.

Even though they accepted online orders. When I spoke with them, they told me that my sweatshirt can’t be shipped because there was no stock of my size in the warehouse and that I would have to go into a store to get one.

I went out of my way to a store to get the item I wanted (which I shouldn’t have because I bought online).

Now the sweatshirt that was supposedly not available at the warehouse shows up at my house and I am again supposed to go out of my way to bring it to a Canada post office.

Now I have to go out of my way AGAIN regarding an order that I placed online.

Upon trying to speak to a supervisor multiple times, they did not do so and refused to do so.

Roots has failed at every point to make this a great customer experience.

To make up for this, the only thing they can do is that they "offered" me 25% off on my next purchase. So they are trying to get me to spend more money with a brand that I encountered a horrible experience.

They make a great product but go to the store to buy it, not online because you will only deal with many headaches.

My package never arrived. I received failed delivery notifications, when no attempt was even made. The courier, Swyft, is directing me to speak to Roots. Roots is directing me to speak to Swyft. I called for an update and was only read back the previous conversation. I'm now out $85.

Answer from Roots below is a generic response. Prior to writing this review, I had actually emailed them at the address below. I never received a response.

Update: It is now January 6, 2022. Item was ordered on November 24 and lost by the courier. Roots has still not issued a refund.

Update January 24, 2022 - now a full 2 months since my package was lost. Swyft has finally acknowledged the package has been lost. Roots is refusing to refund my $85.00. BUYER BEWARE: Roots accepts zero responsibility after they ship your order.

Very disappointed with the service as I just bought a new purse and strap broke , I went to store and they had my exact purse and refused to let me change it and now I had to leave my purse for several weeks to get repaired ! I will never buy from them again , here I sit without my purse that was not cheap btw , and the girl at store could not have cared less

Worst customer service ever!! Twice they have lost my items and they never arrived and the second time I was told it would take at least 30 days for me to get a refund! They make a very straightforward process very complicated and blame the customer for their mistake when it should be easily rectified with a refund immediately! If I could give minus stars I would.

Ordered on line as local store had none of the items I wanted. Did my order quickly as a message kept appearing that order information was only saved for 15 minutes. Placed my order and paid then order page timed out. I saw my email was wrong so I called customer service. They asked if I was delivering to Canada and even though I said yes I had a customer service agent who didn’t speak English. After 20 minutes on the phone I still have no idea if my order will be delivered or not as I have no order confirmation. It’s now been 3 hrs. If no order confirmation by morning, I plan to stop payment on my credit card. The absolute worst customer service ever. As a Canadian company, they should be ashamed that that can’t supply customer service representatives that can actually speak English. I will never shop at Roots again.

I placed an online order Oct.16, 2021. I got a shipping notification on November 5, when I did not receive my package I contacted customer service, I was told that Roots is trying to locate items in multiple stores. I contacted Roots Canada customer service a 2nd time on November 11th as I did not receive my package, I asked for a refund and the customer service rep told me to give it to November 17 for delivery. Did not receive my package on 17th, so I called customer service on the 19th to enquire about said package. Was told to wait until Tuesday to which I told the rep was in acceptable. I was placed on hold, got disconnected after an approx 5-10mins wait. I called Roots again and was told that a refund is issued and to wait 2-7 business day. This is poor customer service, I asked for a refund as I wanted to go in store to purchase said items, was denied a refund and now I’m back scrambling to go to a store to find said items. If I could I would have given a zero star review.

Bought two "genuine leather" roots wallets, one for me and one for my daughter, 2 and 3 years ago. For both, the so-called leather is disintegrating. Reminds me of polyurethane breaking down. The material comes off on credit cards and id cards, the change pockets have holes right through and are unusable. I have real leather wallets and handbags that are 15-20 years old that are in better condition than these.

I would give them a ZERO stars if possible. 2 months ago I ordered a baby gift to be delivered to a Canadian friend who lives in Germany. Not only was the gift NEVER delivered by the shipper, they gave me tracking info which indicated it was at a local postal outlet. My poor friend went to go get her gift with her WEEK OLD baby, to find out that the package had been sent back to Canada. Furthermore, I had to call internationally myself to try and track down the status of the gift. It's been OVER 2 months now and I've requested a refund for the gift which was NEVER received more than 3 times. I have STILL NOT RECEIVED A REFUND. Roots online customer service keeps promising me a refund will be issued and it is not. As a Canadian I love the brand promise of Roots, but WILL NEVER BE SUPPORTING THE COMPANY AGAIN DUE TO THEIR AWFUL CUSTOMER SERVICE. Bottom line: DO NOT ORDER ONLINE FROM ROOTS.

the deal did not take place. the seller refuses to purchase

In December 2020 I sent $539.13 for childrens apparel to be sent and received in the UK as a Christmas gift for my nieces and nephews. The package was never delivered and when I contact Roots to inquire their response was that the package was denied by aramax and that they would not assist any further. Neither company has an awareness as to where the package is and why it was not delivered. Meanwhile I remain to be out of pocket for $539, and family with no Christmas presents. There was no effort made to rectify, reship or refund for misplaced merchanise.

Terrible, terrible, terrible!!!!!!!! Called the customer service center and I have been waiting for almost 45 minutes and no one cared to pick up the phone. I have been hearing music in the last 45 minutes. This is not even busy hour i.e. at about 3:30 pm on a Wednesday!!!!!

I have to say: we really love the roots products. We buy them every year in the stores in Canada en never had poor quality. Due to covid we did not travel to Canada and ordered multiple times online but we will never do that again. When everything goed well it’s was nice and most of the time it was, but we also had 2 problems last year and the customer service is really a disaster! First problem was something with customs: we had to pay extra because roots did not made a detailed receipe that we already payed the taxes in Canada. Trying to contact them gives no answer or a solution so my bank finally payed for it but Roots should did that. The second problem was a lost package. Roots told me they paid us back but 3 months later we still did not get the money. Everything they asked us to do we did but they don’t mail back or do the things they promise. When I was really angry en chatted for the 5th time I finally got a statement from them they payed back so I could go to my bank with that because I would not leave it that way. It was really weird, 5 days later I received the money. We will never order online again with roots because the customer service is really a disaster!

Bought a $35 t-shirt and the logo started to disintegrate after 2 washings in cold water. The logo is now a glue-like substance and stains all of my other clothes it came into contact with. Left a negative review on their website to warn other customers and Roots deleted it. Left another review and it too was deleted!

After purchasing a wallet (expensive) it only lasted a little over a year before it began peeling and wearing out. We were told there would be warranty but that is not the case.

I will never buy from Roots Canada ever again. Last November 2020 I bought 1 hoodie for my niece for Christmas and few days after, I bought 1 hoodie and matching track pant for my daughter for Christmas. I did received my niece hoodie but never received my daughter even if I called 3 times and the post office 2 times. I had to stress out to go buy something else to my daughter. My niece didn't like the hoodie and because of Covid19, all the store in York region were closed. I call customer service , they told me to send it back for refund but I need to pay for return. I waited in case store open in January 2021 because I didn't want to pay for return but stores never did open until March 2021. I still have the hoodie with tag, never been used but I can returned because too late. Hudson Bay pay for return of merchandise and other store too. Roots, the only thing customer service said: "I am so sorry" I WILL NEVER BUY ANYTHING FROM ROOTS CANADA AGAIN...