Roots Reviews

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.

The Absolute worst, made me think now before ill ever buy another Roots products

The bag is fabulous: well-made and exactly as described. So, why am I rating it this low? Because of the absolute worst customer service I have encountered from any retailer in my life. It took a literal 50 emails to someone called Vrund who could neither tell me whether my item had indeed been shipped, whether it was in transit, what the tracking number was or an approximate date for delivery (numerous phone calls later, I still got nowhere in terms of finding out what was happening with my order). It was particularly frustrating to realize that once they had collected your money, Roots could not be bother to provide any help (unless you count the automated "Thank you for writing to Roots.com. We appreciate hearing from you and we will be happy to assist you" --if only they meant it!). Luckily, the bag did arrive sometime this year and I have been wearing it ever since. Funny enough, after the fact they were happy to remind me that the bag had been delivered and continue to spam me now.

Average clothes but costly...Size was also different then other brands.

Good luck trying to get a refund for your returned items. Run-around from otherwise nice employees on the phone tells you that there is absolutely no organization on the back end to do anything. I'll never be ordering anything ever again.

8 days after my order was confirmed it was cancelled. Roots, you lost me as a customer.There are plenty of other places to shop, besides you’ve lost your shine with bad reviews and boring product. What a disappointment.

WORST CUSTOMER SERVICE ANYONE CAN IMAGINE. DO NOT, I REPEAT DO NOT BUY FROM THESE PEOPLE. On hold for 45 minute because they sent the wrong size and wanted them to send me a return label since I'm outside of Canada. Did not reply to my email that was sent over one week ago. Call them from the other line (while on hold on the first call) requested to speak to a supervisor, placed on hold for another 10min, I hung up. Received a call back a minute later telling me they received a call and could not hear me from my number. I was frustrated, notified the agent I would be calling American Express to stop payment to Roots and the reason why, he did not have any response. This company will not last unless they fix their issues with customer service.

Ordered several items online for Christmas. Received an email cancelling one of the items several days later. Called customer service to ask when and if the other items would be shipped as I needed them for Christmas and was told I couldn't cancel the order even though it hasn't shipped. Asked why they could cancel but I couldn't cancel an order that hasn't even shipped but received no explanation. To add insult to injury they charged for the item they cancelled on me. Never shopping Roots again.

Roots needs to catch up to online shopping or they will lose valuable customers. I have been a Roots girl from head to toe for many years. My grown boys get Roots and now my grandson is clothed head to toe in Roots. On Cyber Monday we did all our Christmas shopping...at many different stores. Following that we were updated consistently with the other stores we shopped with, we have already received 4 orders from other stores and the remaining items will all be in by this Friday. I'm still waiting for any type of communication from Roots on one of my purchases. On their website under GET YOUR GIFTS BY DEC 24TH it states Please allow 3-4 days for your order to process before shipping...its been 8 days now so I reach out in a chat and am told that you have to wait 10 DAYS...why lie about it on your website!!! Then I'm told "due to COVID..."...reality is this, if all the other companies out there do their VERY best to keep up with the demand then I'm sorry Roots but you cant use that as an excuse.
Bottom line, great products in fact amazing products however given the times and your inability to ramp up your customer service and keep up with an online platform or have the people that are the voice of your company when a customer reach out actually care and go above and beyond to keep you as a loyal customer makes me want to find a "new" favorite purse, boot, clothing, outerwear company that actually cares about making it right and cares about the people that make them a success!

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.

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 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.