Roots

Most Recent Comments

• October 2024 by Vik P
  Limited options
• September 2024 by Louie Francisco
  Came to this store today (08-27-2024, 6:40pm), we were a big group and made MULTIPLE purchases.
  One shirt we got from the ‘Clearance’ section was marked with an orange tag at $24.98. The lady at the cash said it wasn’t supposed to have the orange tag on it or be at the clearance section. We said we got it in the clearance section as is and that there was another shirt with the same exact tag on it. Employees implied that some people just move orange tags onto non sale items. This comment made it like they were accusing us of moving the tags ourselves. Mind you our group had already paid hundreds of dollars before this. The employee at the cashier (wearing a blue tank top) went to the clearance section with another employee (wearing a baby blue sweater) to look for the other shirt. When they found it, one of the employees swiped the tag off of that second shirt and went straight to the back. Clearly running away with further evidence they had it tagged orange. The other employee peeled off the tag on the one we were trying to purchase. Denying there was a second shirt marked down as we clearly see the tag in her hand. It's not the customers fault if employees can’t do their jobs in keeping order of their items. Employees were super rude about the situation as well, when they made the mistake. Appalling customer service! If there was a ZERO star, that would be the rating. Lady in the blue tank top Cashier:(126408) and the smaller lady with the baby blue sweater and shorts Cashier:(128135) have no place in the customer service industry. Find a job that doesn't involve having to interact with other people. You all suck at it.
• July 2024 by Sheena S
  This is a regular roots store with regular roots pricing, nothing outlet about it. Service was lacking, I was waiting for some help and eventually walked out.
• June 2024 by SS Huang
  I wish I could give them a negative star. The WORST experience. I wonder if she would have treated me differently if I dont have accent with my English.
  
  A little throw back first, the day that I came to shop was not the best, though I was ok. I remember that customers asked the staff to help them find sizes on sale racks and the staff kept telling the customers that all sizes that they have were all out, which indicated that the customers might find the sizes themselves. The fact that their sale rack was super high and all the ladies asking for help were tiny small, so they could not reach. Not a finger of help was offered from their staff, even refused to help. Overall, it is a sign of bad customer service. I remember I even had to help a middle-aged lady get a hoodie that was hung too high (tho I am not much taller than her, but sure because I am younger).
  
  I ended up purchasing a cardigan that is 20% off. But then I found something similar at another store. So I came back today (1 week later) to do a refund. The lady greeted me and my friend but the moment I told her I wanted to return, her expression changed into coldness. She opened my cardigan and refused to do the return since there was lint and ONE SINGLE HAIR on it. She asked me if I wore it and obviously that I did not. I told her that those you can use the lint roller, and she refused to do it. The cardigan is totally in resellable condition. Honestly, the item is black and you all know the problem of black sweater. I also wore a fuzzy sweater on that day, and have some fuzzy sweaters in my closet. Also, my room floor is carpet, and that could trap some lint too.
  
  The tag was perfectly on.
  
  Then she claimed that she smelled perfume, I was confused. I told her that I wore perfume everyday, it could be transferred from my t-shirt when I tried the cardigan on. She said perfume scent could not transfer, I’m like…what? Then I told her if I wore it, there should be BODY ODOUR, not perfume. She kept refusing. Her facial expression was so rude, not even sincerely tried to help me out, just kept refusing, eye roll. When I walked out from the store, I still wonder what perfume that was because I did not wear the cardigan at all. I smelled it, NO SCENT at all. Was she lying just to save the store from the return?
  
  When I was in the store, i even showed her that the tag was on, in original condition. If I took off and put on again, there should be multiple holds. She said that I could just put it back to the same spot. Okay…dont know how many times that I have to explain for myself.
  
  I told her that she could not insist that I wear it and she was rude. She said she was not rude and I was just unhappy because I did not agree with her. How could I agree with things that I never did?
  
  I asked for customer service contact. She gave me a challenging look and told me that it is on the receipt and this is the store number. I asked for her name but she refused to tell me. I wonder if because she already has multiple bad reviews on google so she did not want to give out her name? I asked for her name the second time and she said that she is the store manager.
  
  Now I kinda know why the staff was not helpful at all. It could be because their leadership is terrible. The store manager let the sale goal wins over their brand image, reputation and customer service. Good luck to maintain your store business by saving a $122 return ?
  
  I contacted customer service and am waiting for their response. Not too sure if they would help me since the lady looked so confident when I told her I would contact the customer service. But I will do everything I could to give the cardigan back, because every time I look at it, it reminds me of her.
  
  I really hope the head quarter would do something since seems like many people have bad experience in the last 6m.
• January 2024 by Arghya Sahoo
  Very fine linen
• January 2024 by Maham Fatima
  I was here for boxing day shopping I bought a top and i was told that this is final sale. After 15-20 minutes i went back in the store to get the same article size changed and the staff was like no you can’t do that. Im so so disappointed by their service they don’t even know how to keep costumers. I wanted to talk to manager to make an exception she didn’t even do that. Such a poor costumer service I didn’t even asked for a refund. Im never shopping here.
• December 2023 by Jesus R. Cerda R.
  Were expecting to see Canada / Toronto printed tshirts or hoodies
• December 2023 by BR Rasalin
  Casual clothing
• December 2023 by Gurjinder Kaur
  Everything was arranged and neat.
• November 2023 by Gurlal Singh
  I recommend people never to buy anything from this store its been two months i ordered shirt for my brother we did it online by store because of size unavailability later i got an email that my order has been cancelledI went to store and told one of the sales reps working there she told me to call customer service bcz she cant help me out I’ve been calling customer service for almost a month but never got my money back
• November 2023 by Renn CA
  Just came in with my girlfriend and sister and the staff had nothing better to do but whisper and laugh while pointing at us. We were the only people in the store and not even a single greet, no wonder that store is dead. Maybe next time instead of laughing and making jokes about customers to make them feel uncomfortable, find a different job. I know Mcdonald’s is always hiring. Learn to train your employees properly and actually investigate these issues because clearly there is multiple reviews like this and the issue is still there.
• September 2023 by Jenny Kang
  The staff didn't know about the discount QR code on their store mirror. I inquired through email. I got response but it was different from what the QR code said. I love roots because of their quality but staff training is poor
• August 2023 by Grace
  Terrible experience. Rude staff (manager). I visited the store around 8:40pm on July 11th, wanted to use the change room to try on a short and was advised that the change room was closed 30 minutes before 9pm closing time since it was already cleaned. I’ve asked the manager that I only needed a minute to make sure I’m buying the right size but she’s not helping at all to avoid customers messing up the already cleaned change room. If your store close at 9pm, the change room should be available till 9pm. The manager and staff put the convenience of themselves ahead of the convenience (reasonable needs) of the customers and not to mention the attitude that the managers giving to the customers. Hope the staff of the Roots Store located in the Premium Outlet sees this comment. You really need to improve the customer experience big time.
• April 2023 by Abhay Gautam
  If there was an option to rate it negative, I would do so without hesitation. By far my life’s most embarrassing, RACIST and disgraceful experience at this store - courtesy store manager Melissa. On April 14, 2023 we purchased t-shirts and were advised that we could return them. We had requested removal of price tags as they were gifts and the store staff removed the entire tag instead of price. However, the stickers were left on. One of the T-shirts was scanned thrice while we bought only two pieces. As a result one of the T-shirts was not scanned! We came in to return and the store manager Melissa refused it. When I insisted that she fix the problem, she called security on us to have us removed from the store. I was there with my kids and wife and we all had to go through this extremely embarrassing and racist incident - never again Roots.
• March 2023 by Pinder Saini
  Worst customer service ever....