Canada Roots Reviews 

Once a loyal customer, deeply disappointed

Roots is a store I grew up with in Canada and have loved for years. Even after moving to the UK I kept shopping there because I believed in the brand. But my recent experience has been truly disappointing.

It seems their international returns and shipping processes need serious improvement. This is actually the second time I have had an issue with a return being sent to the wrong warehouse and getting lost in their system. I returned my latest item on September 21 and it has been 38 days with no refund. Emails get a response saying someone will look into it but then days go by with no update. Their automated chat tool is not helpful either it gives generic replies and cannot actually resolve anything. I ended up spending my own money calling them internationally just to get answers. When I finally spoke to someone she was not polite and did not even apologize. I actually had to point out that she hadn't said sorry before she finally did.

All I expected was basic respect a genuine apology and my money back. Instead I got delays and indifference. It is very sad when a brand you have supported for so long makes you feel like your time and money do not matter. I really hope they sort out their international communication and returns process for other customers. Unfortunately I will not be shopping there again.

Wow Selling out to the USA! Looks like another Hudson Bay move! 🤮

Ordered Sept 14th some sale items online. When the items did not arrive two weeks later checked my account order history - said they were all cancelled. However no refund issued.

Placed new order so not to lose out on those items... Then called customer service on Sept 29th for a refund on the cancelled order. I was told the refund would come through in 3-7days.

The next day I find an email from Roots CS in my inbox stating the order could not be cancelled, the items were on the way. I called CS again (Sept 30th) and was told that there is NO WAY TO CANCEL THE ORDER, they shipped today. All this after the order showed as "cancelled" on my end. I was told they needed to ship it and then I'll have to return it. And to note - return labels take 3-4 days to email. This is alot of time, effort and money spent tied up.

I went back to my account to check for tracking to see if it was indeed shipped - says order is "PROCESSING". So between the conflicted stories given and then the odd change in order status that same day... seems as though they pushed the order onto me. (?)

It’s all a scam. Would not show your total until After Checkout. It was more than Triple the expected amount and a second completely different charge I still have no idea what for. The order was less than an hour old before I emailed them to cancel order. They replied very quickly to offer me a 20% discount off my order, but would not cancel order. Then proceeded to tell me I had to wait for delivery and then return at MY COST!
APPALLING!

I am a long term loyal customer. Spent tons of money on many orders online and in store. Recently, I made an online order for clothes for my son who took a growth spurt. When the order arrived all were too small. My only option was to go to the store and exchange. At store I was told that I had to refund all and repurchase. While upstairs trying on sizes the associate came over and said that I was not getting an exchange or refund on a pair of $40 jogging pant and $40 shorts. The pants were apparently final sale and the shorts didn't have a tag on them. All the stickers were on everything, nothing had been wore and I just received them a day or two prior to returning. The pants didn't say final sale until after I paid and received a shipping notice. What is that? Very sketchy. I am stuck paying almost $100 for nothing only to donate or gift the clothing. This is what I get for loyalty and as a long term customer that purchases for my whole family. Wow. Never ever again. Going to go with the North Face, Columbia, Nike, Adidas and Puma. So long Roots. Can't afford to throw money away.

The service to return my item wasn't great. It took 5 days to get a response.

Terrible customer service, was of not help whatsoever, I had to repeat myself multiple times, the agent did not understand what I was saying half the time and no resolution was achieved. Everything to them was a no! Highly disappointed and will never order from them again, I have also let my friends and family know to do the same. Don’t shop at roots!

I have been a customer of Roots since the late eighties. For the past ten+ years, I've switched to being an online customer, as I now have mobility issues which make going into a physical store, difficult for me. Ordering online has always been easy, until just recently.

After attempting to place an order in the way that I always do, I found that Roots had put a block on my account. Orders would either fail to process at all, or they would process and get immediately cancelled.

When I called Roots' head office in Toronto, I was curtly told that the problem was on my end, not theirs. I checked with my bank to verify that my credit card had not been compromised - everything was fine.

I called Roots' head office again, this time elevating the issue to a manager. The woman with whom I spoke seemed kind enough. After I explained that I had tried using multiple credit cards, multiple internet browsers, etc., the manager said that she would discuss the issue with their IT department.

They first blamed the fact that my "ship to" and "bill to" addresses were different. But they have ALWAYS been different. This was never an issue in the past.
The manager could not explain why suddenly this was a problem.
As recently as November 2025, it was NOT a problem.

I was told by the manager yesterday, that there is nothing more she could do for me. She went back to blaming me, saying that the issue had to be something on my end.
"It's your credit card", I was told again.

*Two days prior, I had used that very same credit card in a physical Roots location, to place an order through the store manager. And the card worked just fine! How could this manager continue to blame me, when clearly the fault lies within their IT department?
Roots.com has created a problem for a customer, and either refuses to, or has no idea how to, correct it.
So they blame their customer.

It has become evident to me that Roots, once a trusted and terrific company and brand, no longer cares about their customer base. I can't shop online with them anymore? Oh well. That's not their problem.
I was a regular customer of nearly 40 years.

This company is nothing like what it once was. Do yourself a favour and spend your money elsewhere.

Domenica was terrific in assisting me in both finding items in store , as well as ordering a sweatshirt online to be delivered to my address.
She was so pleasant and made my shopping experience a 10/10!

So ROOTS ignored a PO Box for a Registered Post Office and shipped using FedEx. FedEx claims they delivered the parcel but Canada Post does not have it no notice card was left and ROOTS customer service is NOT refunding me for their screw up. $50 missing product for their complete incompetence. February 26, 2026 I will be reporting this to the BBB as well as FedEx to the Police. ROOTS also ignored the reference number I gave opened with FedEx. Completely incompetent customer service. And Refusal to transfer me to a supervisor and would NOT provide a case number for my report of missing parcel FedEx took a photo of a ROAD not to my front door of my condo building.

Return an article in store as it's possible in the policy and never seen my money. I returned the item on the 23rd of December, contacted their service at a dedicated mail but still never seen a euros of refund. I've never seen a scam like this.

The tab on the zipper of my hoodie broke off, which is definitely a defect, but roots says it's normal wear and tear. Now I'm stuck with an over priced hoodie that I can't wear. I'll never buy roots again.

The quality of their coats are not what you pay for. With a price tag of over $200 you would expect a coat to have gone through proper quality control ? No chance. They continue to use BELOW GRADE materials on their products and THAT is not acceptable. Roots claims they use materials that are rugged for the outdoors- but DONT BE FOOLED. My son’s zipper pull on his winter coat broke off in less than a year. HOW IS THIS ACCEPTABLE?… they told me that it was excessive wear and tear? Are you kidding me. A winter coat is meant to be used especially with the winter we have had. I didn’t ask for a new coat, just wanted them to agree that the zipper pull is not of the same quality(not durable) and to pay for me to have the zipper replaced ( which would probably cost approximately $25…. Instead they want me to purchase a brand new coat and they will offer a 20% discount. I don’t want a new coat. DONT EVER buy from Roots, their quality is UNDER PAR, and their Customer Service team needs help- I contacted them at end of Nov. and I hear back from them 2 1/2 months later. They DO NOT CARE - so DONT WASTE YOUR MONEY, go buy elsewhere. Please, you will be disappointed.

Ordered a flannel shirt 11/20/25. Fell apart after first wash. contacted roots.com for a return for like item. They told me they do not warranty non leather items. Sorry about your luck! Never again!

Took my money then cancelled my order like they were hoping I’d buy at least one item that was in stock! So frustrating don’t show items in stock if you can’t keep up on sales orders and updated quantities! It’s 2026 come on, ur website runs like it was built in 1999

This was my first order from Switzerland with Roots. Shipping was fast and smooth, and the Kanga Sweater fits well in size XXL. The material feels good and of nice quality.

Unfortunately, the rib hem at the bottom looks stretched out and does not sit snugly. On me, the sweater flares out and almost looks like a little skirt. I expected a much tighter hem. It seems to be an issue with the knit of the material, and I also find it odd that the product photos show a rolled hem.

I won’t return it, as shipping from Switzerland is too complicated, but I’m willing to try another Roots item in the future. Overall, good fit and material, but the hem is disappointing — so only an average rating.

These losers. If you pay with visa debit they charge you right away. I paid 184 for 3 items, one was cancelled and I was promised a refund and a credit for $15. Then I got ANOTHER charge for the other items. Visa debits are a placeholder apparently. So I am now out over $300.
I was told I would get 184 back next week but this is so janky and I would never do this again. I order clothes online all the time and this has never been a problem

My wife had purchased a Roots large purse from Winners a couple of years ago. Although she has been using it for a few months now and everything looks new, the handles are worn out. I tried contacting them and they put me through Holiday Group. After several back and forth they can not do much because she cannot find her receipt. I wont be purchasing poor quality made in China crap from this company again.

After being a good customer for years this has been a HORRIBLE experience! They charged me for my full order and after 22 days of it not shipping, I followed up 3 times with no response. They claimed the order failed on their end and couldn’t fill the order. It took another 10 days to get a refund finally, and all of the items are sold out. As compensation they offered a discount on a future order (less than the sale when I placed the order). I wasted 2 hours on the phone fighting to get my money back on an order they had no intention of filling.

Stay far away from this company. Scammed and fraudulent with their service and customer service. I had to return three items and had questions regarding return policy and instruction. Need to speak to a LIVE agent but all call to their 1-800 customer service number automatically disconnects your calls. Extremely unprofessional and leaves the customers very vulnerable and uneasy when answers need to be met. I was forced to deal with "chat" AI -and waited 30 minutes for an agent to answer my concerns via "chat" and was met with a very rude tone- i had questions as to clarity of their return policies and how to access print label, etc. - and if my items are returnable . had to pay $10 to return which is such BS but anyway - It very uncomfortable shopping on their website and not worth the hassle of not being able to connect with a sales representative or live agent customer service when needed. When spending hundreds of dollars on items via their website - I would have liked to have peace of mind that If I have any concerns or questions regarding my delivery items received someone will be on the other end to assist.