My go to Roots location in the GTA. The store is always super clean, organized, and not too busy! The employees are also wonderful. They are always helpful and make sure their customers find what they are looking for. The management clearly does a great job overseeing store operations to ensure customer satisfaction is top priority. Other locations should definitely take notes!!!
Quality is not what it used to be.The sizing and fit keeps being changed too. Disapointing to hear that Roots is no longer a Canadian-owned clothing retail store anymore. The majority of it is owned by an American Company now.
If there were an option for zero stars, this experience would warrant it. Roots Canada, what happened to your standards? It’s disappointing to see the head office provide generic, cookie-cutter responses to poor reviews, as if merely sweeping the feedback under the rug and waiting for positive reviews to boost the overall rating. My experience was equally unacceptable. Sadly, I recognize some of the same names from other negative reviews, which only reinforces the consistent lack of customer service at this location. The staff member I dealt with was Jessica. I arrived holding a large box from an online order, waiting in line to process a return. When it was my turn, Jessica didn’t even look up, greet me, or acknowledge my presence. After waiting awkwardly, I placed the box on the counter in hopes of prompting her attention. Her first words were a cold and disengaged, “Online order return?” The interaction lacked any semblance of professionalism or courtesy. She took minutes to ask for the order number, which I provided on my phone, and continued processing the return in complete silence. After another long wait, she finally said, “The refund will return to your payment card.” When I asked for clarification on the timeline, she curtly replied, “5-8 business days,” with no further effort to reassure or explain. I requested to speak with the manager, Julia, only to realize she had been standing next to Jessica the entire time, observing the interaction. Shockingly, Julia didn’t intervene or even acknowledge me during the entire process. It’s clear that this poor behavior is being modeled or tolerated by management. I will not return to the Upper Canada location and strongly discourage others from subjecting themselves to this kind of unprofessional and disrespectful treatment. With the unemployment rate being high, surely there are candidates out there who would bring far more courtesy, professionalism, and customer-focused service to the Roots team. This experience has left a lasting negative impression of Roots Canada, and I hope the company takes these concerns seriously to improve the customer experience.
I bought two t-shirts from this store. The man who was there said he would email the receipt. I took the clothes to return yesterday. The clothes were with the same tags and had not been taken out of the envelope at all. There was a girl named Julia who frowned and said she needed a receipt. I showed the email that came from them, but nothing was attached to it. I said that you can see everything on the computer and it has my information. she checked that everything was there, but with a very bad attitude, she told his colleague to give her a gift card. I said that I paid cash, why should I receive a card, but she did not pay attention. Their behavior makes me never return to this store. The service at this store is awful.
I just purchased the Elderberry Crossbody cloud $ 138.00. I was so disappointed this is not their traditional quality. It is a product of Greener Pastures. It does not have the quality the texture the feel of their usual qualities I look for. The inside of their product is greener pastures not ROOTS. When I called to speak to their customer service she said and I quote “ I don’t know how to explain it to you it’s leather but it’s not leather “ I am all for vegan leather I support other companies that sell vegan leather and I own several products. However, when I want to purchase leather I want real leather. Overall I would NOT recommend this product if you want ROOTS that you were used to. I like the way this wallet offers multiple pockets and openings I am just so disappointed in quality
Wow! wow! Wow! Is all I can say about this Roots Location! The workers are so nice, very professional and very helpful when you need help! You tell they care about what they are doing and love the product that they are selling! I come all the way from Yorkville, Toronto to shop here! I won't go anywhere else!!!! Thank you ROOTS Upper Canada Mall! you guys are rocking it!!!
For an authentic canadian products the roots is incomparable in terms of quality, price and look. I really appreciate the service of Colinne that she was providing both adequate time and suggestions. It was my first hoodie from roots and I really liked it.
Roots is a Canadian Clothing Store based in Newmarket, Ontario. Roots is located at 17600 Yonge St EE6, Newmarket, ON L3Y 4Z1, Canada.
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