Canada Roots Reviews 221

If I could give negative star I would! Roots is not doing repairs as they making more money off making masks and don’t give a hoot about customers waiting since February for repairs. Roots also doesn’t respond to emails sent, since they don’t answer the phone! The auto reply on emails is so out of date. I will never buy anything again at roots due to they crap customer service. They won’t even send my bag back , citing usual corona crap excuses

Terrible experience. Waiting for my parcel since 3 months. Asking them many times if I could have a refund. 3-4 emails to the costumer services without any reply; chatted with 3 ladies, they all said "we're gonna send you an email very soon" and still no news. This company is a joke. Never order with them again.

1st time ordering and 10 working days later I still haven't received anything. Cant reach them on phone and their live chat is terrible and not helpful at all. Never ordering again. I do not recommend this company.

I ordered an item over two weeks ago, I got an email saying my item was on it way and provided with a tracking number. The tracking number only states that a label was created but nothing about the item being picked up. Tried to call customer service to be told by Annie that there is a longer than normal waiting period for a customer service rep. I sat on hold for 1 hour and no one came on, I also tried to provide a call back number for her to only tell my my number is invalid. This was my first and last experience buying from Roots.

I have ordered two substantial coating ordered in the last week the last one was two days ago and paid the expedited shipping in hopes to get it all before I go away for 5 weeks due to family concerns. The ladder order is suppose to be 2-5 days and both orders still say processing and I can’t get a hold of anyone! I always order online and never had an issue. When I call I get Annie the automated responder who simply says sorry normally I’d be here mon-Friday 8-6pm then says it in French then boom hangs up... nothing further... no online assistance I waited 15 mins and no one came... nothing online about not shipping or being closed or anything... just nothing! Very poor customer value, service and experience.... very disappointed

So 16 hours later I call, on hold for an hour and 50 mins then disconnected on their end, finally got their email and emailed them got an automated reply... but someone may have seen this because I got an email this am apologizing saying all this stuff about safety and Covid 19. And the automated tracking says it will be shipped today... we will see! So upset with roots customer service... there is zero live customer service here

Your customer service is non existent. I have placed an order and it shows that it’s shipped and I should have received it on the 15 April . Well it’s 22April and no order in sight. When I try to track it post office says ENROUTE. And that their call center has no other information. I tried calling Roots and after 1 hour on the phone I gave up. I tried looking for an email address to sent an e mail but there is none. How am I going to get my money back if the product is not received if I cannot contact Roots.
I am very upset and l want my money back.

I have purchased Roots items for over 20 years online and at stores and had no problems I couldn’t resolve until now
After numerous canceled orders over the holidays due to running out of items I ordered I finally got a partial order shipped
unfortunately I never received the order
I placed on dec 24 2019
After months of numerous phone calls more emails than I can count and twitter messages the response I received just recently was that they did a search and it showed it was delivered
But not to me....
I never received the items it’s still unresolved
They said they wouldn’t do anything because it was delivered
All of the addresses in my subdivision are so similar that often packages and mail are delivered to the wrong address
It was 100 dollars and they could care less that for the price of a sweatshirt which I own many they will throw away a loyal long time customer
They were so rude and just refused to even attempt any type of resolution
So after three months I’m out the money and the items ordered and hours of my life trying to reach a resolution
Horrible customer service I just don’t get it ....
What happened to your business model appreciating your customers and fair business practices
I’ve never reported an order not arriving and I am being treated poorly

I WOULD GIVE THEM ZERO STARS IF I COULD

Root is a terrible company.
A friend of mine, who's currently sick with COVID-19, sent back part of the purchase he ordered online.
All items were UNUSED, all in original packaging, and still being sold on their website for the prices paid.
Roots only credited back, to the credit card used, ONLY about 67% of the amount paid for these items!!!! No phone call, no email, no explanation.
A second online order never arrived from Roots. My friend has spent about 1 & 1/2 hours on the phone, and writing emails, with this terrible customer service regarding the missing order, still with no result, nor full refund for the first order .
We agree with the other reviews here that site poor customer service, poor product, and the 'bait and switch' to make a fast buck mentality of this Canadian company.
I'm advising the Canadian Embassy of this as well.

Roots Tuff Boots received as a gift 3 years ago. Only worn when clearing snow from in front of our Town House. Live in the GTA. Put them on this Winter (2019), just before Christmas, to clear some snow from the front of the Unit. As I started to walk, I noticed the left Boot was coming apart. The Boots are still like new and have not been mistreated in any fashion. Unfortunately, as the Boots were a gift, I do not have the receipt, nor the information as to how and where they were paid for, etc. Family Member who gave them to me as a present, passed away in July 2019.
As the Boots are clearly marked with the Roots symbol, etc., it is clear proof of being a Roots product.
After contacting Roots, the basic answer was, Too bad, so sad. No receipt, No proof of Purchase, No Help.
The Roots product was definitely defective. I nor any member of my Family will ever shop at or purchase from Roots again!!!

I agree with so many of the poor reviews regarding customer service, you have to always follow up with them or else they do not call/ email back using useless excuses about it being busy(we’re not talking waiting a few days). They accept no responsibility for poor workmanship when stitching falls apart from infrequent use of a purse just because it’s past the one year warranty mark. What is the value in charging extra for so called quality products that don’t even stand up against cheaper similar products. It’s no wonder there aren’t as many stores as there used to be. They truly don’t understand the meaning behind their brand and they are losing customers rather than preserving them for things that could easily be addressed at very little cost. Never again!

Poor quality clothing and even more abysmal service from these grandiose people! The money they spend on so many over the top ads would be better spent on ensuring that people get what they pay for. I bought two sweatpants and 2 flannel shirts at the end of August. The shirts are still ok, however after wearing one of the sweatpants only once it pilled very badly. I contacted customer service and was told to take the item and receipt to the nearest store. Some manager examined the product and told me that she'd have to email the online customer service as the store is not connected to online shopping. and they would get back to me within a week. After 1 week no one said anything to me,so I called them again. This time I was told to take pictures etc and send to an email and they would get back to me shortly. It's been months now and no one has paid me any mind! The other sweatpants which is a totally different style has also pilled like crazy after only one wear. Lowdown people!

Fast delivery, friendly customer service, perfect clothing.
We have placed 3 orders within 1 week. One item from one order was cancelled but we were not charged for it - actually we received an email about that cancellation and apology along with a coupon 40% to use towards next purchase. Emails were sent to notify us about all the shipments.
We are very pleased with the service and definitely use Roots again

Worst customer/repair service ever! I bought a bag 400$ later the sims started to get undone also they glue the ends so they became undone as well. They send it for repair to Toronto only to get it back 2 month later not repaired completely. The manager didn't want to give me a new bag so they send it back again. Its been 3 month since I bought it, 2 1/5 month after still in repairs.
COMPLETELY UNACCEPTABLE!

will never buy online again complete waste of time. The website is extremely slow. It takes forever to navigate, view and upload products. Then you finally buy your products only to get an email a week later to say that your order has been cancelled due to inventory no longer being available. Unacceptable! How do you sell multiple products that you do not have??? Then to boot they insult you by offering you a discount on your next purchase that is less than the discount you originally got with your online purchase. Shame on you Roots. Seriously its 2020 there is absolutely no reason that your ecom business should be operating like this. So disappointed

Amanda Kingsway edmonton is awfully to deal with.

WORST ONLINE EXPERIENCE EVER
Random cancellation and discount not honoured. Spectacularly bad customer service.

Roots cancelled four of my orders. They kept saying it was due to a problem with the billing information not matching the credit card information. Each time I ordered I used a different credit card number! They refused to do anything or accept that the problem was at their end. Worst Customer service I have ever experienced.

I love roots products but their on line shopping is absolutely horrible !! They weren’t prepared for the Black Friday sales their customer service is a joke. I ordered 6 items November 27 .. one was cancelled a week in no explanation given. My ordered wasn’t processed until 3 weeks later but first three weeks later they cancel another item and when I call they tell me they “hope” I’ll have my order for Christmas. I’m still waiting for a manager to call me back! Absolutely horrible for a company this size. DO NOT ON LINE SHOP

Roots cancelled my order and in no way notified me as well as still charging my credit card. Complete scam!!

I placed a order on Nov 28 for a pair of mittens and 2 pairs of leg warmers. My confirmation showed only the mittens. I called and was told that the leg warmers were removed because they were sold out. I received the mittens and had to return them as they were twice the size of my hands. On Dec 9, I received an email that the leg warmers were shipped. I never gave anyone permission to go into my bank account. Now I'm told there's nothing they can do and I have to wait for them to arrive and return them. First of all, the return that I made is going to take 2 months to be put back in my account and now the post office has misplaced my leg warmers.
I was a very loyal customer for many years and had shopped there at least once every 2 months.
NEVER AGAIN!!!!. I AM DISGUSTED WITH THIS EXPERIENCE