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November 2023 by Dot Avenue
I started my Christmas shopping and purchased a salt and pepper sweater. There were only Jody and Anna working and Jody showed me some of the available sweaters. I felt guilty unraveling them because they’re folded so delicately and perfect. Ahaha. But I was able to settle on one and she kept warning me about it not being part of the sale. I totally understood what she was saying, but I had it in my head I had to get this sweater because it’s going to my friend who lives in the states. I love seeing Canadian products being worn out in a place that’s not Canada. ?ANYWAY! They were so kind and we were just chatting. I really appreciate genuine connections.
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January 2023 by Sarah Leone
I went in store and asked to Purchase a Reusable bag meaning I would pay for it. In the past I have always purchased their reusable bags ONLY with NO issues.Today was first time someone in the store (lady) telling me I have to buy something in the store in order to get a reusable bag. I literally told her I would Purchase it as in “BUY” the bag. It’s really the same thing. Very unfair.
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June 2022 by Altay89
Bland and inexplicably indirect.
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February 2022 by Dennis & Sandy O'Brien
People in the store were fantastic Roots customer service major letdown. Thank goodness for the front line ROOTS!!!
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December 2021 by Danielle DuBois
Quick and easy pickup! Ordered online and had my stuff ready super fast. Staff were also friendly and professional.
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December 2020 by Bobby Love
I love roots clothing, but the staff at this specific store were unaccommodating, unproffesional, and uninterested in my money it seemed. Most definitely will not be going to this location ever again ✌️
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December 2020 by J S
Like others have said, the staff is quite rude and unfriendly at this location. Will shop elsewhere from now on.
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December 2020 by Monica Ferraccioli
My son had bought a sweatshirt with the leather Roots branding across the front and after one month it began to peel off. I called the store and spoke to the manager Karen who was very helpful. I explained how upset my son was and that he just called from his university in Waterloo saying the sweater had been expensive and was now unwearable . I explained he no longer had the receipt but it was only one month after the purchase . The sweatshirt had literally just been on a mannequin in the store window that week. She agreed to exchange it and had set the same sweatshirt aside in the black colour as the store did not have his size in navy. She told me to have him bring in the sweater and they would exchange it as defective and even though she would not be working she would leave a note that she approved the exchange and to tell the staff that I had spoken to Karen. My son went to the store today and the manager on staff refused to exchange it and said he needed the receipt. The managers name was Joy and was not helpful at all and quite rude. My son was disappointed and called me at work. I called and spoke to Joy who was rude and unprofessional. I explained that I had already spoken to the other manager Karen who assured me this would be taken care of. I told her that clearly it was the stores merchandise as it has ROOTS across the front of it and it really didn’t matter what he paid as it was just an exchange for defective merchandise . I cannot tell you how unacceptable her attitude was . I called my son and told him to return to the store and when he walked in, the staff was about to greet him but then looked at him and said oh it’s you and started to whisper about him and his girlfriend while the exchange eventually occurred. Roots is a Canadian brand and I am disappointed at the experience we have had. I spend lots of money over the course of a year in the store and it’s a staple of my children’s wardrobe ..... I may have to rethink that after today! Joy needs to learn about customer service from Karen and how to treat a repeat customer ! Today Joy receives a FAIL!!!!!
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December 2020 by Sarah McNaught
My family and I have shopped here for years and it’s been okay. I went in yesterday to purchase pants and had a horrible experience with customer service in the store. I was trying to use a gift card but the amount wouldn’t work when I had never used the card (had for two days). When I suggested another card she said she was going to get who I believe was the manager .. Katie .. who walked up didn’t ask anything About the situation just put the money back on the card and told me that I couldn’t purchase it and to just leave and go to customer service in the mall.As a retail supervisor myself I am so shocked at how horribly she handled the situation.Lets just say won’t be back for sure
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December 2020 by Erika MacLeod
Roots advertises itself as a Canadian made company. The majority of the clothing is made cheaply in countries outside of Canada. Received a Christmas present that was a defective product. It was a sweater that had a giant hole in the armpit from the seam coming undone. The store refused to allow me to return the defective product that had the tag still on it. I spoke to Joy and Azari from the Guelph store and Naz from corporate who were extremely unhelpful. I will never shop at this store again and I encourage everyone to stop shopping at this store. The products are not made in Canada. The products are over priced and often defective. The store then refuses to apologize or allow you to return the defective goods. It is truly unCanadian.
