Canada Roots Reviews 221

I spoke to Roots Canada on many occasions I've waiting for my package for about 2 weeks everytime I speak to a roots customer service agent they are clueless to what is going on with my package my package was lost in transit, it's on it's way, we will look into it, we will start an investigation on and on I've asked to speak to a supervisor nothing I asked to get my money put back to my Visa they can not do it, you just lost a loyal customer way to go.

My wife bought me 2 hats for the winter season. They were extremely comfortable. After wearing them, they started to pill immediately. Within a week, they both look worn out. They were costly, and they now look horrible. I have to get the pills off the hat every time I wear it.
I will think twice about shopping at roots again.

Roots Canada Online has the worst customer service I've ever experienced in a Canadian Company with such a high profile. Half of my order was cancelled last minute after days had passed since I did the online purchase and was led to believe I would be getting the complete order. They offered me a promo code for a discount but the kicker is - it was only valid for regular priced items even though my cancelled item was on sale. They were not upfront with this when they offered the code and I we3nt joyfully shopping for a replacement item spending lots of valuable time combing through their website only to get to checkout and and the promo code wouldn't work. I emailed customer service and they responded to say okay it's good to go now try it again. So I went shopping on their site again spending valuable ime to find a reasonable priced item and I couldn't believe it, the code wouldn't work again! I emailed customer Service and I was suspicious that something was wrong and once again - they never succinctly came out and said it's only good on regular priced items or otherwise - just a canned email response that the promo code may be overridden by a sale item - da! After a strongly worded complaint to customer service, they then had the gall to just offer me free shipping which they should have offered me along with a discount for the misleading sale that was eventually cancelled. After all - I already paid for shipping on the original order. My friends like Roots so every year I buy an item or two for each of them on different special occasions. I so p'd at this company that I will think twice before shopping with them again. I will pick another high profile brand that my friends will appreciate! Goodbye Roots Canada. Embarrassing Canadian Company

Acceptable shipping despite Canada post strike.

I ordered my son a jacket for his birthday. I never received the jacket. They said the shipping company said it was delivered. End of customer service. In other words, can’t help you because they said they delivered it. Did they take it back too? I get many deliveries without any issues. Order something more pricey and it disappears? Worst customer service.

I don't know if they read these, or actually care, but living in the UK, I constantly get ripped off with their exchange policy whereby they will only sell to me in £ and not CDN $. This means that on average, for each item, they are charging me almost double the price. I have tried to speak to someone senior, but I only get the same response from someone in customer service which is a waste of time. I have been buying from them for years, but this is now over - if they want to be in the foreign exchange business, then they should open a bank, not sell clothing. Disgusting.

I've heard their accessories have top-notch leather, but the $70 bag was made with eco-leather that isn't durable enough for not-very-cheap bag. It's hard to find real leather for under $100 these days, yet this brand remains stereotyped as "all leather, all Canadian made" despite the "made in China" tag. The bag's stitching is solid, but production has been changed because of globalization and different lines have been created. The cheaper ones are typical of the mass market, which you can order directly from China. This brand isn't anything special unless you are buying an expensive item.

I purchased a new Roots Hoodie in September of 2024. One of the zipper teeth came off making the hoodie useless by December. I own 5 different roots hoodies that are worn for everyday activities. They are well worn, a couple over 10 years old.

When I contacted Roots, they told me the zipper failure was normal wear and tear and nothing they could do about it. So, $80 in the garbage.

-The sweater is made in China and frankly doesn't deserve to carry the beaver on it.

Spend your money elsewhere, this is not the same "Roots" anymore.

I went to the Roots store in Halifax Shopping Centre. I found a lovely cable knit sweater. Unfortunately, the only one left in my size had a flaw on the outside and on the inside the cotton was tied off. The store staff were pleasant and couldn't see how this sweater even got put out for sale. She checked for another sweater and said I could have one shipped to me. I got my receipt and a receipt sent to my email. My address etc. was taken and put in their system. I paid and was good to go. 5 days later, no sweater, no update in my inbox. I called the support service to see what the update on my order # was. No update, no tracking number and no live person on the support line... just open air. Called the store and they checked on the order number and Danielle (very pleasant) said a wrong button was hit and nothing got sent out. I now have to go back into the store and do a "return and purchase" to fix this. I am debating to cancel entire order. I am not impressed! If something was amiss regarding the order then the store should have received a flag and called me or at least an email sent to clarify the situation.

Despite a sales associate telling me that a roots leather bag I bought had a lifetime guarantee on workmanship, when I took it in to have the broken zipper replaced, I was sent a letter in the mail saying they were not going to fix the zipper! I was told I had stretched the bag and it was impossible to repair. Took it to a shoe repair, and after a $60.00 bill, it was easily replaced and looks good as new.

Terrible customer service. The Roots of yesterday is long gone. My package is stuck in the warehouse (label created, but package not shipped). I found out why. My envelope was used to ship someone else's item...to me. I am busy sending it back. They REFUSE to investigate my items until they have the other customer's items back. It is their mistake! They know I have the items, they know they can charge me if they don't get them back. They wouldn't have known this if it weren't for the fact that I told them (with the hope of helping another customer). This is egregiously bad customer service. Now I am told it will be up to 30 days more - so xmas items ordered in November will get here in January despite payment in November. Do not order online from Roots - in store purchase only (if at all)

I ordered 4 items for Christmas on November 24th/24 online. Please note there is a postal strike then and now. Two of the items were shipped out FedEx right away and I was thrilled thinking the other 2 would be following shortly after via FedEx and was grateful that they were using alternative carriers. Boy was I wrong. The confirmation came in from their distribution centre that the last 2 items were shipped via Canada Post. So my order is going nowhere. I phoned customer service and she told me that I would hear from someone the following week to see if the order could be cancelled and reshipped since there seems to be no ending to the strike. Never heard from anyone. Called again today and was told that I would have to wait until the strike is over. Requested a cancellation and refund. Nope they wouldn’t do that. So no to a reship, no cancellation and no refund! And I have no product that I paid for. They actually suggested that I repurchase, pay for it again at a higher price and wait for the other order to show up after the strike is over and then go a Roots store or mail it back for my refund! UNBELIEVABLE!
Horrible experience and I’m trying to support our Canadian companies but if this is the way they treat their customers, I will shop elsewhere. Ironically,I received an email from Roots saying that if I want to receive my gifts by Dec.24th/24 I should order by Dec14th…..LOL! No timely delivery time and no customer satisfaction .

Ordered two items online over 3 months ago, one of them, dress, got delivered, but hoodie was not. Reached out to customer service, to be honest they don’t even deserve to be called customer service but a bunch of impolite and ignorant people, and each time I spoke to them they were beyond rude and not helpful at all, and kept on saying that they did their part by shipping the item, but didn’t even want to acknowledge that I did not receive it. I eventually managed to talk to some kind of a supervisor that was at the same level as the rest of his crew, rude. At some point he said that official investigation will have to be done and that it should take about a month, but it has been 3 months and no one followed up with me. What a joke! How do they expect to have loyal customers when they treat customers like garbage.

2 promo codes offered- 10 % for your email sign up. additional 10% if you allow SMS text which they say gives you 20 % off on your first purchase over $50. They send both codes alright...but impossible to use both codes at the checkout...so yup..its a scam. Read other reviews here..this company could care less about customer service or honesty. They use the name CANADA in their company name and a iconic Canadian animal..the beaver..in their logo..great marketing ploy...but this is all sweat shop clothing from third world countries if one reads the labels. Immediately unsubscribed. Shop elsewhere

false advertising with promo codes not being true. poor customer service from lea. she is not listening and not being customer centric. very very very poor.

We were told to call customer service because our gift received for baby was way beyond due date. It was a gift!!! We did not purchase. A beautiful baby track suit that is too small. All labels, stickers, everything still attached to items. The store just blew us off with a quick piece of paper; saying call this number. The item is brand new. Spoke with a Kim at the said customer service number; who said before I could finish "she would stop me right there, no chance of return, past due days etc etc. Basically she shut me down. Am awaiting a return call from a manager now beyond 24 hours as promised! Unprofessional to say the least.

This is a horrible return policy particularly when item is still brand new. How are gift getters supposed to deal with this? Very expensive item to be thrown away as it cannot be worn by the baby it was intended for. And don't say give it to charity. That wasn't the intention of the gift!

Aside from receiving gifts, we have been customers of Roots brand for our children (who are now in their 40's) for a very long time. Additionally, we have bought our grandchildren track suits for the last 12 years.

We are going to walk away from the brand altogether now, and ensure all our friends know about this ,as a result of return policy and customer service ignorance. Roots you know better so you should do better!

I believe that a reasonable expectation as a customer would have been a) a polite response to concern b) a reasonable compromise; a simple exchange for a bigger size and finally c) a timely response.

Customer service and return policy is knocking you out of the market. Your competition is now our go to. Roots you had a good run and we always prided ourselves supporting a Canadian company, but you have just lost a very large family of customers. Oh well it seems you don't care.

Just a note of appreciation for Serena’s help at the store in Limeridge Mall Hamilton, Ontario, for assistance with my concern. I will definitely bring more business to this store.

Leather quality seems to have diminished, but their "gender free" styling are some of the ugliest items I've seen made from leather. I have a leather briefcase that I bought years ago which still holds up as a hardy and stylish piece, along with a moto jacket they don't seem to make anymore. Construction on new products looks to be lacking in fine quality now, and their gender free products heavily pushed look like expensive undefined bags strapped over ones shoulders. I used to love Roots because of its tough-to-break quality and complimentary style, but the stuff these days is cheap build quality and very poor styling.

Roots USED to be quality now I'm so disappointed with the quality of clothing. Bought girl's long sleeve T-shirt top and sweat bottom the roots emblem is no longer embroidered on instead its hot pressed motif..that's a real shame considering the prices charged. I understand Roots was sold to a Chinese Company if so it'll be a matter of time before people realize that they are being taken for an ugly ride. Hope Drake is not affiliated wth Roots anymore now that product is sub-quality.

This used to be a great company. I had even worked for it during uni days. Everything has gone down hill; quality, service, reliability. Yet somehow they keep hiking prices and feel it’s justified. After some abysmal “customer service” in which I was caused undue stress with no attempt to remedy the situation, I’m finally walking away from the brand altogether.