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January 2024 by M M
Upon visiting the Ajax location, I noticed a discrepancy between the price on the merchandise and the amount charged at the checkout. It appears there was an error on the price ticket, leading to confusion and inconvenience for both customer and staff.Furthermore, my attempts to address this matter with the manager were met with a disappointing level of assistance. The staff appeared untrained and unprepared to handle such situations, causing frustration and delay. I understand that managing a retail environment can be challenging, but it is crucial for the management team to ensure a seamless and enjoyable shopping experience for customers.The issues I have encountered have negatively impacted my perception of the store and, by extension, the brand as a whole.Roots Canada is a reputable and historic brand and deserves to be represented correctly.Current practices within the management team should be reviewed, focusing on training and communication to address the mentioned shortcomings. I recommend surprise covert visits from head office personnel to assess this location and the competency level of the staff.Improving these aspects will not only enhance customer satisfaction but also contribute to the overall success of the store.
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January 2024 by Vani Venugopal
Terrible Customer ServiceThe young lady wearing a headscarf at the counter was impatient and walked away without answering questions satisfactorily about a certain item in stock and about the return policy. What’s the hurry? Take a minute and help your customers, this is a customer facing job after all. She needs better training. We left and are going to give our business to another Roots location.People, please don’t drop 100s of dollars when you are not treated well at a store, don’t let shoddy service become the norm.Date: 31st Dec 2023Time: 2.30 PM
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December 2023 by Nancy SC
Like lots of others reviews here, this location it’s not a place to go. The staff are rude, unfriendly and totally no sense of costumer service.I went yesterday and the cashier was so rude, impatient, didn’t seem to be happy at all to do his job and you could tell. He even couldn’t make smile. My kids wanted to buy a present for their father with their own money and I bought a gift for my husband so we paid separately, he wasn’t happy about it. The item my daughter took, didn’t have a price so he asked me to go look for another one, it’s what I did, he didn’t even come with me to help me to find it. When I came back to tell him I couldn’t find another same toque he got frustrated, this is when I told him it is his job to find out the price not mine. It wasn’t my fault if the price wasn’t there. He finally find another one somewhere else of where I found the one I had. My son put his items on the counter and the cashier very rudely said « you’re going to take that too » and I said yes and I said you have a problem with that? I told him I didn’t like his attitude and that he is very rude. But he didn’t care. When I got home I realized he didn’t give me my receipts and he didn’t asked for my email address either. Anyways I went back today and complained to the manager, when I started to tell her what did happen she cut me off telling me she was there the all interventions and she didn’t see anything wrong, so she didn’t believe me, she didn’t tell me I was a lier but it was close to that. I just stop talking to her as I see it as no point and that she was right and I was wrong. She even told me that is not in their policy to smile to people if they don’t want to. I guess is not in their policy kindness and good customer service either. I will never go back to this location again. Also I know when someone been rude to me and that guy was.
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November 2023 by shamila khan
Staff needs to work and put price tags on properly. Also, stop using phone while attending customers
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August 2023 by Paul Bahen
I don't think Roots understands what an " OUTLET" store means anymore. Most of the stuff in there was retail store prices....a bit of discounted stuff but the majority was all full price.
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August 2023 by Hailey M
Was there shopping and was waiting in line to pay and my 4 year old daughter needed to use the washroom. The guy that helped me I said "I am buying this , can she use the washroom " he told me no and to go next door to reitmans. I went to reitmans and explained what happened and they told me that's so wrong being a store front and not a mall they need to provide a washroom. I did go back and buy the item reluctantly but I already told my daughter she could have it. Highly do not recommend.
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June 2023 by kalli k
definitely should have checked the reviews before planning a job interview with these people. i confirmed with lady on the phone the time of the interview, twice before coming in for it. was told that i was late and to have a nice day.. when i was 10 minutes early to my confirmed interview time.. very rude and disrespectful tone. if only they knew about what i went through to make it to that interview in time, just to be shut out like that.
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February 2023 by Aaliyah Stephanie
I visited this store within the last couple days and the staff there are lovely. Someone said hi when I walked in and told me about their new items and the BIG sale area. Everyone walking around was so nice and the whole visit was pleasurable. This is the only location I'll be going to from now on!
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December 2022 by Fatima Thurairaja
this is the worst roots location i’ve been to the employees that work there are a bunch of high school kids that have no sense of customer service no one greets you when you enter or offers to help you. You can see them chatting amongst themselves in the corner they are unfriendly rude and make you feel like you’re a bother. They forgot to remove the security tag on my child’s pants and asked me for a receipt which makes no sense because i purchased it a month ago and who keeps receipts that long and they did not even offer to provide a contact number or even get customer service on the line to assist me they just want you out of the store asap. I hope something gets done about this asap and they can hire proper staff.
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December 2022 by Peter Mackay
I would put zero stars if possible. Read all the comments from other customers all are true. Very rude staff. It’s Christmas? No music playing , no one greeted you to enter, long line up and you can tell the staff didn’t want to be there. Closing was at 8pm so as soon as customers started coming in close to closing they would yell out from the cash register that we are closing in 13 minutes? What’s that? Then they did it with everyone who stepped foot through the door. This is roots? Do you not have a manager and rules? Won’t go in there again.
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December 2022 by JB Francis
This place is a waste of time. Very rude staff, absolutely no customer service. I will never go there again. I live in Ajax and I will go to the Oshawa or Scarborough location. I see this place closing soon based on the customer service and these reviews. It won't survive times like this, with people like those working there.
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August 2022 by John Mercer
Terrible customer service! Was there shopping when my 4 year old needed to go to the washroom & was told she wasn’t allowed! How bad is the service when staff won’t let a child go to the washroom.
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July 2022 by B B
It's an factory outlet , very good for smart dressing
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July 2022 by Tonyamy Carlton
Absolutely rude!!! Website and store recording say they store opens at 9:30 on Saturdays. After sitting in the parking lot waiting for over 20 minutes, the store manager arrived and answered our call, was not pleasant and offered no compassion or understanding as to their false advertising. Will never return. Don’t waste your time. Pay the price and go to the main store for better service.Based off of previous reviews, it seems like the blanket response of “sharing the feedback with our team” when they get a poor review is lip service. Customer experience and service is what makes or breaks people returning. When the management is rude, it becomes an acceptable behaviour of the staff which appears to be the case. We will be happy to spend our money elsewhere. Not a proud Canadian brand.
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April 2022 by Tammy Reynolds
Staff was super friendly and there was a great variety there. I got the cutest little outfit for my Daughter.
