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February 2024 by Hemant Sharma
Absolutely thrilled with the exceptional service I received from Graham at Roots! His kindness and assistance during my in-store shopping made the experience truly enjoyable. Graham is undoubtedly one of the best in the business—thank you for the outstanding customer service!
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September 2023 by Google user
I am writing to you to make a formal complaint about a recent shopping experience I had with one of your stores. I made a purchase online for an in-store pickup. It said you had stock and money was taken from my account. The next day I received an email saying the pants were not in stock. I’ve worked in retail for many years so this is completely understandable. What I cannot wrap my head around is that it takes 10 business days to get my money back. Most stores take 3-5 business days. 10 days makes absolutely no sense. I was told by a customer support rep that they would have a supervisor call me and help me out with the order and give me more than a discount code for the inconvenience but never received a call. I’ve made three in-store pick ups over multiple days and this portal is an absolute disaster. The service is very disconnected. This is not a team business that’s for sure. Every time I call I get different answers and am getting nothing but misinformation. I am sure the staff at the store are fantastic but the service I had received is unacceptable. I have three cancelled order numbers all of them not fulfilled. Two refunds were instant the other is apparently 10 days even tho I used the same debit/credit on all three. Also save the copy paste response: (Owner) Thank you for submitting your review! We appreciate your feedback and have shared it with our team to ensure we are able to investigate further. We get it you don’t care.
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September 2023 by Scott Thomas
I am writing to you to make a formal complaint about a recent shopping experience I had with one of your stores. I made a purchase online for an in-store pickup. It said you had stock and money was taken from my account. The next day I received an email saying the pants were not in stock. I’ve worked in retail for many years so this is completely understandable. What I cannot wrap my head around is that it takes 10 business days to get my money back. Most stores take 3-5 business days. 10 days makes absolutely no sense. I was told by a customer support rep that they would have a supervisor call me and help me out with the order and give me more than a discount code for the inconvenience but never received a call. I’ve made three in-store pick ups over multiple days and this portal is an absolute disaster. The service is very disconnected. This is not a team business that’s for sure. Every time I call I get different answers and am getting nothing but misinformation. I am sure the staff at the store are fantastic but the service I had received is unacceptable.I have three cancelled order numbers all of them not fulfilled. Two refunds were instant the other is apparently 10 days even tho I used the same debit/credit on all three.Also save the copy paste response:(Owner)Thank you for submitting your review! We appreciate your feedback and have shared it with our team to ensure we are able to investigate further.We get it you don’t care.
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September 2023 by Aswathi K
Unwelcoming environment and very bad customer service. Literally not gonna buy anything from this store anymore!
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May 2023 by Mason Walton
Good spot for some comfy clothes, but some of the new designs are a bit silly
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April 2023 by KARLA ANN
So unwelcoming, been there 10 times this year ,spent at least thousands, the middle age guy is pleasant, but I've only seen him twice.the black girl and the middle age heavy set lady are just miserable. After today I will order online.when you go to a store and clearly they dislike people and are miserable you lose my business. I realize its hard to get staff to work in this day and age .but if that's what you have to employ then management needs to do something. When you have horrible staff and people clearly are uncomfortable thats BAD MANAGEMENT..ROots you need to do better..The staff are lazy and mean.dont worry I won't shop there ever again .The middle age guy was in green track suit was helping people but he couldn't do it all..lazy and lazier that were on cash need a customer service course.Bye roots .lost another customer. By the reviews im not the only one.
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January 2023 by Jennifer Lopez
I always have very poor experience at this store. They never ask if there’s anything you need and are always just chatting among themselves. When you ask for assistance they seem bothered by you. General poor customer service at this store. They need to do a better job at hiring and training their employees.
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January 2023 by Mandeep Kaur
Unprofessional staff, specially the lady at cashier..
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November 2022 by Kristen Egener-Black
Very unwelcoming, uncomfortable shopping experience. One staff member approached me to ask if I needed assistance. I asked if they had boots in a certain size and she never came back. I waited because she told me someone else was looking it up and nothing happened. I will not return. All staff seemed interested in other things than customer service.
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September 2022 by Ryan C
Lots of great clothes and selection.
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August 2022 by Vicktor R Lopez
Cute little store. Employees friendly.
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December 2021 by Thomas Tyrrell
My wife had to exchange a Christmas gift that she had received. We were unsure with the time passed if this would be possible. We were pleased to hear that we could do an exchange with an item of the same purchase price.We were helped by a wonderful woman named Tiffany, she was absolutely amazing and very helpful with the exchange and helping my wife pick out a new sweater that better suited her.Tiffany is an asset to your store, she is knowledgeable, friendly and very helpful. Amazing employee!We had a great experience and will continue to shop with Roots.
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December 2020 by Chris McKyes
Staff aren’t overly friendly. Lots of beautiful items. Love their sweats. But not for this weekend.
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December 2020 by Luke Durda
This is a very busy store especially around the holidays. The staff is always friendly, knowledgeable and willing to help. They have very cool unique clothing options but I would say this store is a little pricey. This Roots store is located at the bottom floor of Masonville Place Mall and is very easy to find. There is lots of free parking available outside the mall.
