Canada Roots Reviews 221

Placed an order and paid a $9 shipping fee to have the items sent to my local store for pickup. Out of nowhere, I received an email saying my order had been refunded. A credit showed up on my card—but not for the shipping fee.

I contacted customer service expecting a simple fix. Instead, I was told the “service was fulfilled,” so no refund. What? I explained the situation again and was told it would take 1–2 days to investigate. Two days later, I received the exact same response.

It’s simple: either fulfill my order (I was perfectly willing to pay the shipping fee) or refund the shipping fee since I received absolutely no benefit. I never got a pickup notification, never had the chance to collect the items, and there is zero indication the store even received them.

This has been a masterclass in how to lose a customer over $9—especially when the error was entirely on the vendor.

Terrible costumer service. My order accidentally had the wrong shipping address and billing address. I notified the company immediately but their costumer service is only a Monday to Friday 9to5. Called first thing Monday morning and they were zero help. The item hadn’t shipped yet but they were unable to change the address or cancel the order. They couldn’t even tell me who was shipping it said they didn’t know!! All they could do was tell me to watch for an email from the shipping company and then try to track it down that way. Get with the times Roots you should know who ships your orders be able to change the address before it ships or even be able to cancel the order if it hasn’t shipped!! Never again

Ordered two pairs of sweatpants...sadly one of them was not desirable when received (fit was not as good as pictures, color was not as pictured online)
The system bugged for a while saying my order information was incorrect which made returning a hassle.

Sadly they do NOT do free returns/exchanges, I was given no option to exchange and lost 10$ as I did not want to be refunded with a gift card, which is pretty cheap for such a well-known and praised brand.
Will not be ordering again

If you value your time, please never buy from this company online. Situation: We wanted to order two keychains and a pair of pants online. After placing the order, we discovered the pants were out of stock, but we were CHARGED for an item they didn't have. They also don't have a "cancel order" button, so if you still want to buy something from them, you'll have to endure the brunt of this corporate BS. They later wrote that they refunded our money, but there's no bank refund in our account, so my husband had to call the bank and waste time trying to figure out where our money is, which still hasn't arrived. I wouldn't be surprised if they make us pay for shipping on the remaining items, since the total order amount is now less than necessary, and WE CANNOT CANCEL A PARTIAL ORDER. If you decide to buy from them, stock up on some sedatives - you'll definitely need them.

I purchased a digital gift card through roots.com. When the gift card recipient went to use it towards a purchase a few days later the balance had been used. She followed up with roots customer service. The customer service rep was rude and dismissive. Even though the gift card was bought through the roots website and the customer service rep was able to see what email was used to access the gift card funds (not hers or mine!) roots customer service is doing nothing about it. Really disappointing. Warning others so that they don't throw their money away purchasing a gift card through roots. I will add the gift card was purchased for a police officer relative with high integrity.

WENT TO RETURN UNWORN JACKET AT BRAMELEA CITY CENTER ROOTS OUTLET AND EMPLOYEE STARTED TO RUB RANDOM SPOT WITH SENITIZER WITHOUT MY CONCERN AND REFUSED TO RETURN...
WORST SERVICE I HAVE EVER EXPERIENCED SINCE 2012....

2 stars for now. Waiting to see what customer service says. After trying to place an order with a gift card and use a credit card for the remaining balance it kept saying there was an issue, even after trying to use 3 different credit cards. Decided to try a laptop over a cellphone and now it says my gift card has no money on it yet the order next went through and I never received any email confirmation. Very frustrated! I have also bought a gift card in the past that had no pin and root wouldn't do anything about it....even in store. Hoping the team will rectify these issues

I am disgusted with this company whose customer service has diminished to nothing over the last several years. They will be losing a customer. I purchased 4 items online, 2 of which were a matching sweatshirt and wide leg pant (these are a matching set). The pants I received were not the ones I ordered. I called customer service and spoke with Gladys who said to send photos of what I received, which I hastily did, and to reorder the correct pants. I placed the 2nd online order for the replacement pant, and was charged shipping as this 2nd order was below the free shipping threshold. I called back Gladys who said she'd fix this right away and get the shipping refunded, nothing was done. I was also later emailed a Canada Post return shipping label after repeatedly advising they were still on strike here out in the country, I don't drive so I have to spend $32 round trip to return these pants through Canada Post, which was their error to begin with - UNACCEPTABLE. I called back customer service to speak to someone to get a Fedex return label instead of Canada Post, Arlene had me hold, then disconnected the call, I called back and was told to Uber it to a store instead of the post office, then she said goodbye then hung up, why is Roots taking no accountability here????? Online reviews show this isn't the first time they've done this to a customer and not corrected the issue, just left the customer holding the bag for their own mistakes. No wonder I buy most items from LL Bean these days. I have foled a formal complaint through the Better Business Bureau, will be filing through the Ontario Ministry of Consumer Protection, and possible legals, we shall see. Now I must file a dispute through PayPal, what a disgusting company.

Placed an online order, days later I received tracking information. Roots used Canada Post, they are currently on strike. I reached out to Roots and was told the order can't be canceled but if I wanted to place a new order they would use a different courier. Why didn't they use the other courier in the first place. What a joke!

Bought 4 shirts from Roots. Less than a year later, 1 was falling apart with minimal wear. The worst customer service and warranty I have ever experienced from Roots. Never again. Embarrassed they claim to be a Canadian company. SAD...I wish I could give Roots a -5 star rating. Worse than 1 star.

I placed an online order and emailed them to cancel right away because I bought the wrong size. They told me it was canceled and didn’t go through yet I got a withdrawal from my bank. When I called, they told me I would get my money back within 1-5 business days. The next day, I received a confirmation email for the order so I emailed back making sure it was canceled. They then told me it had gone through and now I have to wait until it comes in and return it to get my refund. Never again will I buy from roots.

Roots stores and processes PII without consent in violation of PIPEDA and the GDPR

I recently took advantage of a sale and bought 3 new sweaters from Roots. I made sure to buy 80 plus percent cotton blend from Roots and one wash on the permanent press cycle in cold and then hang dry and they've all pilled. They look 10 years old and like I just throw them in the dryer and don't care when that couldn't be farther from the truth. The only thing I put in the dryer are my bed sheets because I don't care if they pill. It's really frustrating that I just spent a good amount of money and can't return it because I've washed it and it looks like garbage

Today I went to roots in new Sudbury centre with my baby and there he touched wallet and put in his mouth. And when we are leaving the store one of their employees took that wallet and all they start making faces. He is just a 8 month old baby he doesn’t know what to know I also try to stop him but he start crying that’s why I took wallet from him after 5 min. We have very bad experiences. I think they are racist because we are Indians.

I am absolutely appalled by my experience with Roots. I’ve been a long-time Roots customer, but this recent experience has deeply disappointed me and left me completely frustrated.

I placed an order for four items and received only one correct product—along with a completely wrong item I never ordered: a Heritage Cabin Shawl Cardigan (Size L).

I immediately contacted customer service and provided detailed information and photo evidence of the incorrect item. Instead of acknowledging the clear packing & fulfilment error, Roots ignored all the actual facts and continued insisting that the package was “delivered correctly.”

This is not just poor service—it’s wilful negligence. Rather than correcting their mistake, Roots has refused to resend the missing items or issue a refund.

Now I’m stuck with an item I didn’t order, haven’t received what I paid for, and am completely out of pocket. Roots is denying the issue, ignoring clear proof, and offering zero accountability.

This is theft, not a customer experience.

Buyers beware: if something goes wrong with your order, Roots will stonewall you, deny reality, and leave you footing the bill. It's no less than a scam. Didn't expect this awful customer service from a renowned Canadian Brand. Terrible.

They double charged me for my order apparently as part of an issue with their website. They said they sent an email it about the issue (2 weeks later) but I didn’t get that communication; they also said the refund would be in 7-10 business days which is a long time to hold money taken in error. Overall not a place I would be comfortable shopping online with.

I am not happy with the order at all. I have order a navy blue dress , which came with stains on it. Like someone wore it and return it. And they sent it to me. So disappointed, I couldn’t even try .

Terrible quality and customer service is rude and helpless. Don’t buy anything from Roots period

Today I was at the Devonshire mall Location and just popped in to see if there was any deals and of course there was an i was Assisted by Lauren S #109921 she is the Bomb, i love her honestly, and her general smile will always keep me coming back and congrats on being with Roots for 10 years you are the best always Lauren...❤️❤️❤️❤️

I hate that they take away the options for women and force "gender neutral" as the option when buying pants. I AM A WOMAN AND I WANT TO SHOP UNDER WOMEN'S CLOTHES. I have no issue with offering gender neutral lines! But keep those styles available for men and women's sizes separately as well please. Gender neutral sweatpants/hoodies usually means baggy and for a smaller person like me, ill-fitting. I just want the Cozy Sweatpants in black in women's sizing. This is ridiculous.
Also, you should manufacture your clothes in Canada. They were way better quality back then.