Canada Roots Reviews 221

Took advantage of PayPal promotion for buying stuff at Roots for Christmas. Oder Placed on Dec 7th, well in time for Christmas. On the 13 of Dec order was still in processing status. Called Customer Service, told it will take 10 business days which puts it at Dec 27th! Told them to cancel the order, and they refused! Total scam company! Bait and switch... Will never buy from them again, ever!

I ordered a hoodie on the 3rd of july I already payed in july too. Today is the 12. of December and I still received nothing. I contacted customer service 5 times...they are unable to help me.
I cannot recommend this company at all !
I still have a tracking number and I contacted aramex...they said it’s wrong and they don’t have something for me, cause roots gave me wrong informations. It’s so annoying after 6 Month !!!

So not surprised about all the one stars on here! So I had an issue with my order and after 3 attempts to contact nothing was done about it and the items have been shipped incorrectly.

One email completely got my name wrong so I doubt they have actually humans responded to the emails just some type of bot with a auto reply.

Might be worth contacting your credit card companies so see if they can assist. Only way a big organisation like this might take note.

I ordered from roots during their Black Friday sales. Unlike a lot of people, I actually received my order. However, one of the items I got was the wrong size so of course I want to exchange it. Well, my items came with a piece of paper telling me to go to a URL to return if necessary. First of all, that website doesn't work. It doesn't load. Also, there is literally no way to request a return or exchange on their website at all.
So, I called the help phone number. The lady was talking to me and kept telling me to hold on and bear with her. The third time she put me on hold, I waited a few minutes, and she just hung up on me. Great.
Then, I call back and get a different woman. She basically tells me that the only way to really "exchange" something is to go to a store, which I explain to her is literally in another state hours away. She said basically that I'd have to pay to send the item back, they'd credit my roots account for just the price of the item, I'd have to reorder the item, and pay for the item to be shipped to me. So, basically I'd never really get my money back at all. This is absolutely horrible for a company that charges so much for their clothes.
I will never purchase from this company ever again. Roots, for the love of God, fix your customer service. Don't you see the plethora of horrible reviews?

First, I want to to say that I understand this time of year is very busy, especially during Black Friday / Cyber Monday. I try to account for that when making orders online. I live in a major city, so most retailers will ship to me within a 1-3 business days (when it isn't busy). I made many orders from Canadian retailers during Black Friday this year, and all of them have arrived...except Roots. The item I need the most hasn't even shipped after 8 days. I didn't expect my Roots order to come quickly, but I at least expected to receive a shipment notification.

I wouldn't care so much, but I have one item that is a gift - I need to have it in my possession before I leave town. I emailed them - to no avail - and then called their customer service line. I waited on hold for 30 min before speaking to a customer service rep. She informed me that there was no way to know when the item would ship. I asked if I could cancel the order, as I wouldn't even be here to receive it. I cannot have it held at the post office either because I will be away for almost a month (it would get returned to sender). She told me they cannot cancel it either. When I clarified the situation, she very flatly repeated that they can't cancel it. She didn't offer me any alternatives either. If the order has been unfulfilled for a week, why can't you cancel it now? It hasn't even been prepped for shipping yet!

I really love Roots products, and have bought lots from them in the store, but I warn others to stay away from their online store. Waste of time and money!!

K at 16:09, Dec 10:
Hello...
K at 16:10, Dec 10:
I understand there were a lot of orders during the recent Black Friday week... where there are some order processing delays...
K at 16:11, Dec 10:
I placed multiple orders over the promotional week... some orders have been shipped, others partially shipped, others still on hold...
K at 16:12, Dec 10:
There were a few important items in one of my larger orders that are being held up...
K at 16:12, Dec 10:
All of these items are in-stock with plenty of inventory on-line & in-store (my city does not have a Roots store)...
Faith at 16:12, Dec 10:
I'll be right with you.
K at 16:14, Dec 10:
I would like to place another order to (just 4 pairs of socks) in the hopes that it will arrive in time to gift for the holidays. These socks were part of a larger order I placed in November that is being held up...
K at 16:14, Dec 10:
For the trouble of reordering just the socks - is there a free shipping code or other discount that may be extended to me?
Faith at 16:15, Dec 10:
Thank you for waiting. I'll be with you in just a moment.
K at 16:17, Dec 10:
ok
Faith at 16:18, Dec 10:
I'm sorry for the delay. I'll be right with you.
K at 16:19, Dec 10:
thank you.
K at 16:27, Dec 10:
I'm still here.
Faith at 16:29, Dec 10:
Thank you for waiting. I'll be with you in just a moment.
K at 16:29, Dec 10:
Ok - I've been waiting over 10 minutes here since this chat started.
Faith at 16:32, Dec 10:
I apologize for the inconvienience. K, please bare with us during the holiday time. We currently are experiencing a delay, also, we aren't able to provide a shipping code for your order.
Faith at 16:32, Dec 10:
I apologize, I though I sent the message!
Faith at 16:32, Dec 10:
I apologize, K.
Faith at 16:32, Dec 10:
Is there anything else I can assist you with today?
K at 16:35, Dec 10:
I have been a loyal Roots customer for over 10 years - this is, unfortunately, the worst experience with these order backlog/cancellation issues. Many customers will not receive their orders in time for Christmas - and the orders are being canceled without explanation and held up without much recourse. It is truly bad.
K at 16:35, Dec 10:
And to not offer a free shipping code is very insulting.
K at 16:36, Dec 10:
given the whole experience.
K at 16:37, Dec 10:
I will have to find gifts with another retailer now - very inconvenient.
Faith at 16:38, Dec 10:
I'll be right with you.

Roots shipped a part of my order (a hoodie) after 5 days of waiting. Then the pants that matched were suppose to come soon. They cancelled them after I waited 10 days! After already shipping the matching sweater. I dont want the sweater now! I don't have the pants to match ! Now I have to return the sweater. Total waste of time! Unbelievable! I ordered the roots suit for my niece for Christmas. Now she won't get it. It's so close to Christmas I'll never get it in time. I will NEVER order from roots online AGAIN. I STRONGLY RECOMMEND YOU DO NOT ORDER FROM THEM. Be prepared to have a similar experience. Like Roots, IF YOU DO NOT HAVE THE STOCK TO PROVIDE DO NOT TAKE MY MONEY!!!!!! COMMON SENSE, dumb!

Roots cancelled my order nine (9!) full days after acknowledging it. First time customer buying a shirt (didn’t notice item hadn’t shipped in the middle of my holiday shopping). I understand things sell out but I would expect to get that notice within a day or maybe even two, or otherwise a shipping notification.

ROOTS company is a joke and so is their customer service. Place an order online and it has taken 4 days and haven't been processed. I email customer service to cancel the order but they said they can't because hard to 'intercept' an order once it's placed. Haven't been processed in 4 days and will take up to 10 days to ship. Why can't they cancel an order that haven't been process. Doesnt make any sense. Worse company ever. Will definitely return the item if it ever gets processed and shipped. Won't be buying anything from Roots ever again. I dont recoomend Roots to anyone base on this bad experience.

Well we received our return label and as requested sent the sweater we ordered. We ordered a Cashmere Rose children’s sweater and the one we received was black. Although they insisted they shipped us a rose sweater, they finally accepted our return request. Anyhow, we finally did get credited but they charged us the shipping! What an overrated organization. Even after arguing that it was their error. The CSR insisted that they shipped us what we ordered! Maybe we are color blind and didn’t know it.

As every other reviewer has noted, the customer service for online order is ABYSMAL. I was rudely interrupted by the agent multiple times as soon as I called. She blamed me for ordering and not being away of the Black Friday delays-I had no idea there was a shipment delay. I was simply inquiring. I would be treated better by a NY cab driver than calling this company. Never shopping here again, and will be return items once they arrive (whenever that’ll be!). Don’t support this sad company.

Should have read these reviews first.....Yup the worst customer service you can imagine. Made an order online and it went through, money was taken, order was confirmed then cancelled saying they couldn't verify card details.
Turns out they don't have stock. And btw it will take 3-5 days to get your money back. They may have it in store but you have to look yourself. I live more than 150kms from a store which is why I ordered online.
It seems in this day and age when service is paramount. How can you have an online platform with no real world control on inventory? Then backed up by the worst service in the planet.
The last company I dealt with like this was Sears and they are no longer with us. Sadly it looks like Roots is going along this path too.

I have not received an order made Oct 19 Roots system says I received but I have not !!!!Order #5982658460 I received a BROWN pair of boots signed for on Oct 31 Roots system shows a black pair was signed for on Oct 31 but this is not correct it was the brown pair The other part of the order supposedly delivered Oct 24 has NEVER been received !!! I have spent a lot of money with Roots and the fact that I now have to wait for an investigation ( and I totally understand the need for this but the customer should not be left inconvenienced) is unacceptable Christmas is coming and if I wait 2 weeks for resolution I may not be able to reorder the size and product originally purchased . I am being told I can order another pair . I am NOT paying twice while you investigate the shipper of YOUR choice I did not choose Canada Post so this again is NOT my problem !!A company your size should be treating the customer first and with priority by sending me another pair of boots while YOU deal with Canada Post. Customer service should be important to you and apparently making the customer happy is not important to you. Over the last 2 months I have spent close to $1000 on mostly Christmas gifts In store and online and I would expect much better treatment than this !

Buy in the Store not online.
I placed an order during the customer appreciation event on the first day of the sale. It was for two shirts, one being a Christmas present. My order said processing for two weeks, then I got an email telling me that it will ship soon but remained processing for another two weeks. A month after placing the order, roots cancelled my order with no reason. They sent me a 40% off coupon, useless to me however because it could only be used online and when I tried to place the order again, it was "on hold" for three days and when I called to see what the problem was, they cancelled it without asking me first. Now I have a coupon code that keeps saying it was redeemed, when it wasn't and I have given up on purchasing from roots online again.

I placed an order more than a month ago, to Florida, USA. Roots made a mistake and on their shipping label my address was incomplete. I want to emphasize that the mistake was theirs, and I wrote the address complete and correct when I created an account on their web page. After a while the tracking showed "returned to sender because of incomplete address". And now more than a month has passed and they are refusing to refund me because the package is still in transit back to them, and they say they can only refund once they receive the items back. How is this fair, if I never even received the items and if there is tracking proving I didn't keep the items? I´m livid! I am without items and without my money.

I ordered 2 pairs of sweatpants, 3 beaver tank tops and 1 essential tank top on October 6, 2019. I received1pair of sweatpants and 3 beaver tank tops 2 weeks later and the other items are just stay on processing for more than a month. On November9 ,2019 I was checking my credit card statement and saw Roots charged me $64.26 and I calculated the total price for sweatpants and the essential tank top is $63.26. I was confused so I called next day and here comes the most ridiculous thing. I asked why they charged me for $64.26 i checked the status it's still on processing and the price is not right. the lady told me"because they have to hold on the items for so long so they have to charge me a extra dollar for that and that's for the items I purchased a month ago!"
i asked her how does it make sense you hold my purchase for more than a month and charge me a extra dollar for that? she said she is sorry for the inconvenience. I told her the dollar is for my lesson never purchase anything from Roots again. and guess what, they sent me an email told me they cancel my order without any reason stated on the email that night November10. i called again next day on November11 and asked for the reason and she told me they were out of stock but they just got more stock today and ask me if I want to order from her on the phone again. I called yesterday!!! i called yesterday! I called yesterday!! Can anyone help me to understand the logic behind the whole thing?

I ordered 10 items on Oct 16. Today is Nov 4. I've received 2 items, 2 items are being "processed", 1 item was lost in transit, and I was informed today that the other 5 items have been cancelled due to lack of inventory. Terrible experience!! Save yourself the frustration and don't order from Roots.com.

Took 10 DAYS to process my order. Not 10 days to receive, 10 days just to receive the shipping notice. Completely unreasonable in this day and age. If you're unable to fulfill orders, hire more workers. Will think twice before buying from them again. Unfortunate, because I had good experiences with them years ago.

Crapy customer service. Condescending tone and language. Huge delays and excuses for not sending order

Poor customer service. The online shopping experience isn't that bad until I received a defective jacket. I found they have no customer service to support. Free returns in store but they don't have that many stores in the US. Shame on you selling clothes at this price but no customer service.