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October 2024 by Cody
The cashier named Kit Yee L. gave me the worst customer experience ever! It was a quiet weekday afternoon and I was the only customer paying for an item. Kit Yee L. is an older asian lady, she did not smile or say hi to me when I approached the cash register. After she scanned my item in, she left the till while I was paying with my credit card! I was left standing there for a few minutes waiting for my paid merchandise and my receipt while she was at another counter talking to other sales people with no intention of returning. How rude?!?! It wasn’t until another associate noticed that I was standing there unhappy did they came and apologize and handed my product and receipt. Kit Yee L. never came back to the cash register, neither did she apologized for leaving me standing at the cashier waiting. Obviously she never thanked me for my purchase. She will really need some customer service training. Needless to say, I will be returning the item that I have purchased.
Kit Yee L. you had one thing to do as a sales associate which is to look after your customers (especially a paying customer) and you failed miserably. I am hoping this store will take some action on customer service training. I have attached my receipt for reference. There are other sales associate there that have done way better.
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July 2024 by Zephyr
Roots is a well-known Canadian brand popular for its high-quality clothing and accessories. As a brand with a long history, Roots is known for its unique Canadian style and exquisite handicrafts, attracting the love of many consumers around the world.
Roots has a wide range of products, covering men's and women's clothing, children's clothing, leather goods, footwear and home furnishings. Its classic Beaver series and Salt & Pepper series are highly praised by consumers. These products are not only simple and stylish in design, but also comfortable and durable, fully reflecting the brand's high emphasis on quality. Their casual sportswear, in particular, is known for its soft fabrics and exquisite tailoring, providing an excellent wearing experience whether in daily life or outdoor activities.
In addition, Roots also pays great attention to environmental protection and social responsibility. They are committed to using sustainable materials and working hard to reduce environmental impact during production. This sense of responsibility for the environment and society undoubtedly increases the charm and value of the brand.
The shopping environment in the store is also very comfortable, with simple and bright furnishings and clear product categories, making it clear at a glance. The staff are friendly and professional, providing customers with meticulous service and advice. Generally speaking, Roots is not only synonymous with the pursuit of quality and fashion, but also a representative of advocating nature and responsibility. Roots is ideal for everyday wear or outdoor activities.
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June 2024 by Maria Ad
Yesterday I went there to shop some shorts and I grabbed different model to compare and decide which fits better for me, before entering the fitting room one of the sales ladies ask how many items I’m going to try . but during the time that I was trying them one of the sales guy told my husband to bring out whatever I don’t need and I told him I’m still deciding so I need couple of more minutes,but he stand out the fitting room and asked again , and he made me feel uncomfortable and rushed !!!! This behaviour was so rude and so unprofessional and I expect Roots to have more trained and respectful employees for this branch too!
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January 2024 by Laura Rodriguez
They only greet you look fancy or look white??♀️
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June 2023 by T Y
(Translated by Google) Lots of variety, not all sizes.(Original)種類豊富、サイズは揃ってはいない。
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June 2023 by Mark S
Had a pleasure of chatting with one of their Employee Bryan. He was polite, friendly and well mannered, he showed me new items and told me a story of how the beaver canoe started and why their bringing it back. For a clothing store employee that cares and knows the history of the company is always amazing to know that someone cares and love their job.
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January 2023 by Ujjwal Khatana
Staff is very patient and cooperative, I was this specific sweater I was looking for, they did not have it in store but they took their time in locating it for and double checked all the possible locations I could find it at.I appreciate the closing staff (on Sat, 10th Dec’22) for going extra miles for me :), definitely coming back!
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November 2022 by Niuniu Dafu
Would Gave 0 if possible. I had an extremely unsatisfying store experience with Roots store at McArthurGlen Designer Outlet Vancouver. Date and time: 2022-Oct-09. 3:30PM. We were offended by the male so called manager Garry who was so rude and unprofessional.My auntie was introduced to the fitting room by one of the female assistants and make sure that she took three pants for try on. In the middle of the try on, Garry approached to ask how many pants did we take and even after we told him that we took three and your associate already hangs the number plate on the fitting room door. He just went inside the changing room without our permission and stupidly claiming our own clothes belongs to roots. My auntie was so scared and forced to displaying all our own clothes for him to check. Perhaps Garry thinks he could just be so rude and disrespectful to an aged Asian female? Is he trying to discriminate women? My family felt so sad after he treated us like thief for no reason. After he offended us Garry recused to apologize, he also refused to provide the contact information for customer complaints. Garry was so disrespectful when he even refused to provide his last name for us to record for any potential legal purposes. He failed to provide the great serving standards that we usually experience from roots. Roots please train your employees to have basic manners and respect! I am looking forward to speaking with management from roots.
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November 2022 by Tony Chen
My wife and I visit the Roots store at the Richmond Outlet mall in Richmond BC on a regular basis, and never thought this would happen at this particular store, nevertheless, it was not a good experience, and it was borderline breaking code of ethics and trust. The male staff by the name of "Gerry" have no business working in retail, let alone lead a store; had no idea regarding local business guidelines, and displays no customer service, nor any professionalism.As aforementioned, my wife and I visit the Roots store at the Richmond Outlet mall on a regular basis. Today we noticed the 20% discount promotion that was going on, and decided to pick out some baby clothes as well as an umbrella that we had been eyeing for a while. We specifically asked a clerk in the store if the 20% off promotion applies to the entire store, and if there are any exceptions. The reply was that both the baby clothes and the umbrella are included in the promotion. We picked the procusts out and headed to the cashier, then asked again just to confirm.After we headed out of the store, we realized something was wrong upon checking the receipt. The umbrella is marked at $25 (the original price from our previous visits, and 20% off should have been at $20), but on the receipt it was shown at $30, then marked down by 20% to sell at $24. We headed back to the store as we were charged arong, and explained the situation to the man in charge (Gerry), and mentioned that there is a Scanning Code of Practice in place to govern local business conducts regarding pricing and business ethics, and there are specific procedures to be followed at each incident.Gerry then calmly rips off the price tag, then said "it was marked wrong", then went off to find the clerk responsible for remarking the price (from original to a hiked current price tricking consumers that is wa at a discount, only to sell at the original). We explained that there is a Scanning Code of Practice in place to govern local business conducts regarding pricing and business ethics to Gerry again, including the proceeding he should follow only to get denied and brushed off, then offered a refund for an item that was not final sale; shouldn't this be my right if I choose to do so anyways?Gerry clearly does not understand the severity of his action (poor customer service, getting caught jacking up price to trick customers that it's at a discount), nor the Scanning Code of Practice (does not honor marked price, even after being confronted about the Scanning Code of Practice, twice), and clearly display questionable business ethics. Gerry needs to be educated and trained on the basics of doing his job (business ethics, and Scanning Code of Practice). The issue was not so much getting caught hiking up the price tricking consumer that they are getting a deal (even if that is technically scamming people), but rather the lackluster customer service, knowledge to retail business guidelines, staff training, business ethics, and frankly unqualified team leader in Gerry.
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July 2022 by Jeff Lin
The male staff was helpful and polite, but I can't really say the same for the Asian lady. ( I'm Asian myself). Different attitude towards differnt customers is all I can say.
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February 2021 by Sxkhxn YT
Long lineup
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November 2019 by 于淑君
It's great that some of the store staff can speak Chinese, because many Canadians don't speak English.
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November 2019 by Joanna Rose
Small location carrying some of roots’ most iconic pieces. The staff is very friendly & helpful. The store was relatively clean and organized and easy to maneuver. It is mainly just basics though and there aren’t a lot of fashion/specialty pieces (bags included) also their selection for winter accessories is quite limited. Obviously not a flagship location, but I understand if you are buying a piece of roots clothing for travel to represent Canada or as a souvenir then you want it to be a traditional piece as opposed to something seasonal and not so branded.
