Roots

I went in store and asked to Purchase a Reusable bag meaning I would pay for it. In the past I have always purchased their reusable bags ONLY with NO issues. Today was first time someone in the store (lady) telling me I have to buy something in the store in order to get a reusable bag. I literally told her I would Purchase it as in BUY the bag. Its really the same thing. Very unfair.
Jan 11th, 2023

Sep 5th, 2022

Bland and inexplicably indirect.
Jun 20th, 2022

People in the store were fantastic Roots customer service major letdown. Thank goodness for the front line ROOTS!!!
May 30th, 2021

My son had bought a sweatshirt with the leather Roots branding across the front and after one month it began to peel off. I called the store and spoke to the manager Karen who was very helpful. I explained how upset my son was and that he just called from his university in Waterloo saying the sweater had been expensive and was now unwearable . I explained he no longer had the receipt but it was only one month after the purchase . The sweatshirt had literally just been on a mannequin in the store window that week. She agreed to exchange it and had set the same sweatshirt aside in the black colour as the store did not have his size in navy. She told me to have him bring in the sweater and they would exchange it as defective and even though she would not be working she would leave a note that she approved the exchange and to tell the staff that I had spoken to Karen. My son went to the store today and the manager on staff refused to exchange it and said he needed the receipt. The managers name was Joy and was not helpful at all and quite rude. My son was disappointed and called me at work. I called and spoke to Joy who was rude and unprofessional. I explained that I had already spoken to the other manager Karen who assured me this would be taken care of. I told her that clearly it was the stores merchandise as it has ROOTS across the front of it and it really didnt matter what he paid as it was just an exchange for defective merchandise . I cannot tell you how unacceptable her attitude was . I called my son and told him to return to the store and when he walked in, the staff was about to greet him but then looked at him and said oh its you and started to whisper about him and his girlfriend while the exchange eventually occurred. Roots is a Canadian brand and I am disappointed at the experience we have had. I spend lots of money over the course of a year in the store and its a staple of my childrens wardrobe ..... I may have to rethink that after today! Joy needs to learn about customer service from Karen and how to treat a repeat customer ! Today Joy receives a FAIL!!!!!
Feb 16th, 2021