Roots Customer Reviews

Online Shopper

Jun 29, 2026

Roots at Markville mall Elana is very patient, very polite, very knowledgeable and professional. She totally exceeded my expectation. She has excellent customer service! Kenneth called and leaved messages to pick up. He is very polite and has excellent customer service too. Well done, both you.

Online Shopper

Jun 29, 2026

I entered the buzzer number into the address, but the payment keeps not working. I need to remove the buzzer number for payment to proceed.

EC

Jun 29, 2026

Excellent all around

Shockingly disappointed

Jun 29, 2026

One of my shirts that was delivered from BC was filthy. It was a black shirt and had what I think were deodorant stains all over it. It wasn’t folded nicely either-perhaps to hide the stains. It was a final sale product so can’t be returned. Disappointed Roots - you should do better at those prices

nadeera_w

Jun 29, 2026

Very easy to use and clear information. Roots is known for great quality products that can be bought online!

Per

Jun 29, 2026

NA

Return Policy Issue

Jun 29, 2026

The return policy is extremely disappointing regarding method of payment. I spent $190 and used a $50 giftcard for my purchase that I have had for years and made the purchase because I was using this giftcard up. When I returned 1/3 items which came to $77, $50 was immediately put back on a giftcard and $27 refunded to my credit card. This is criminal considering I paid $140 on my credit card. There is no need to return that small amount of my purchase first to the giftcard when the majority of my purchase was using my credit card. I will never shop with roots again because of this shady policy.

ek

Jun 29, 2026

My online order was cancelled 3-4 times due to your billing system applying my shipping name to the credit card purchase instead of using the credit card name i entered. Every cancellation email told me the order was due to stock shortages & yet, i would still see the sizes i selected listing availability on the website after each of my cancellations. Order only went through after i figured out the name issue. I tried calling the roots customer service number & only got automation, no live voice & no solution & just the false email about stock. Email to support line still gone un answered. Very frustrating experience. Some type of live response would have been preferred.

SG

Jun 29, 2026

I was disappointed. I ordered a similar size as I have ordered in the past but the fit is not the same. It was on sale, so of course it is final sale, no exchanges or returns so I am stuck with something I can wear and out the money - horrible experience.

ML

Jun 29, 2026

This was mentioned in the above section.

Cliff

Jun 29, 2026

Avoid Roots online! Horrible user experience, you'll likely find it as user-UNfriendly as I did. If not for the fact the item I purchased was a very specific item my wife wanted for her birthday, I would not have endured the multiple attempts to complete my online order.

Jay

Jun 28, 2026

Bad was the high prices, good was the free shipping and 10$ discount off the first purchase.

Robbie

Jun 28, 2026

The shop app took over and populated out of date information, which I then had to correct and update. After all of that, when I finally tried to check out the site crashed and my order details were lost so I had to start all over again. Super annoying and then the items I had initially selected were no longer available in my chosen sizes.

Online Shopper

Jun 28, 2026

Quality of product was very good. Disappointed that order couldn’t be filled due to no stock. But missing items were refunded promptly.

Ddd

Jun 28, 2026

Love the dress

Judyann

Jun 28, 2026

I love Roots, especially children’s clothing. So cute, well made & survives laundry after laundry. My only issue is tracking. Items arrived at my door & Roots online showed “Processing”. FedEx is great by ringing the doorbell. Otherwise, I had no idea items had been sent. Not good with so many stolen items from front door.

Pickle

Jun 28, 2026

Easy site to navigate. Items available. Fast and efficient delivery. Good first experience. Will purchase again.

Anna

Jun 28, 2026

it was great overall!

Gems4

Jun 28, 2026

Easy to select an easy to place the item in my shopping cart. But not easy to check out as The verification was not going well, even though I was sent numbers to verify and when I placed them into the appropriate boxes that said there was technical issues for times

Kim

Jun 28, 2026

I found what I wanted with these products, but I did look at purchasing other items but only some sizes were available. This seems to happen a lot! But I love the products and would try again.

Aby

Jun 27, 2026

Na

Drew

Jun 27, 2026

Nothing to complain about

Online Shopper

Jun 27, 2026

size shows available but not able to add to cart, had to try several times.

N

Jun 27, 2026

Overall it was an easy transaction. The only concern was when I had applied the gift card, on the summary page of the price it confirmed I was paying by credit card, and then it said "apply giftcard" or something close to that. It would have been helpful if the cost summary on the right hand side showed the GC applied, and the actual total amount that would be charged to my credit card. The only time I knew the total of what I was being charged was when I received a notification from my bank. Until that time I had doubted whether I had entered the GC information correctly.

DenTree

Jun 27, 2026

Excellent never a problem.

Trixie

Jun 27, 2026

Easy to use and functional

Online Shopper

Jun 27, 2026

The website is actually one of the better ones, you don't need to change anything about it. Maybe offer more products? Shoes would be wonderful (I live in my old roots boots), more leather bags?

LEAINUX

Jun 27, 2026

It was a fine experience.

Frustrated Customer

Jun 27, 2026

I purchased 3 tops online but one of the tops has an imperfections on the front of the top. The tag on shirt was created at store level, I’m assuming a return and the packing slip had final sale on it? When I called customer service to find out why that happened she wasn’t sure and checked the website, she confirmed it wasn’t a final sale item. I asked what I need to do to return the top, she put me on hold and whoever she spoke with said I had to send pictures of the top for Roots to see if they could issue a return credit. I asked her why and that is the condition it was sent to me. She put me in hold again and she said that’s all they can do. I told her if I hadn’t mentioned that there was an imperfection on the top Roots would have send me a return label no questions asked. I asked her to escalate this issue because this is horrible customer service from Roots when your website reads “free and easy returns”. There was nothing easy about this, other than causing me frustration and a total waste of time. The moral of this story is, honesty isn’t the best policy. I should have just lied and said I didn’t like the colour and I wouldn’t have gone through 15 minutes of getting put on hold with no resolution. Roots you need to do better and when you ask to speak to a supervisor you should be connected to one, instead of this back and forth on hold with the customer service.

Disappointed

Jun 27, 2026

The outfit itself is cute, sweater much smaller then described ( I have a large amount of root sweaters all the same size and this one was much smaller) to return I have to pay for à label (horrible) or get store credit to return free ( which I would t mind ) but k is I have to pay shipping again…just over all unsatisfied, the quality has gone down hill and prices are going up. May be my last roots purchase

Cozy Outerwear Guy

Jun 27, 2026

I often wear head-to-toe Roots. It's perfect for going from working at home to a bike ride in the forest. The clothing is great quality and I find myself loving the pieces for many years, and counting. I'd love it if Roots introduced a staples line with essentials like plain, daily-wear t-shirts that are the Roots quality but a little cheaper. Then I'd never have to wear anything but Roots.

Online Shopper

Jun 27, 2026

Roots products continue to deliver quality and meet expectations. Amazing company! Thank you.

Helen040

Jun 27, 2026

Always easy to order, fast delivery, and excellent quality!

Lost respect for Roots

Jun 27, 2026

Website for these items are fine, my daughter and I are so so so disappointed that she could not purchase the Blue Jays jacket with the beige leather sleeves . We waited in line at the World Series game 2 missing many innings only to find out there were not any ?????? Now the new gear is the same only available at the Jays shop My daughter lives and works in the U.S. and refuses to ever purchase from roots again. She has emailed you many times NOOOOOOOOO RESPONSE I am purchasing these shorts for her to wear wither Jays shirts Do better ROOTS people want these items make them available.

Online Shopper

Jun 27, 2026

I love the quality of the clothes!

Winnie

Jun 27, 2026

Love Roots products always fit well. I had tried to track the order a few times and unfortunately was never able to access the tracking icon. ?maybe due to it being post vs courier.

dutch

Jun 27, 2026

Navigating around the website, for online purchases was pretty straightforward. Tracking of the item can be a little different. Just with my experience, the tracking works, for the day of the delivery. Not prior, at least for myself.

Lam

Jun 26, 2026

The handbag jewelry is well made and very cute. The fitting of the two tops were very good quality. The fit of these shirts were good for me.

Online Shopper

Jun 26, 2026

Love the products but this was first time ordering online and website kept glitching when trying to put one specific product in cart then when I was trying to pay. A little frustrating but ended up working

Online Shopper

Jun 26, 2026

Your checkout process was unable to send this item as a gift, even though I gave you the recipients name.

So so

Jun 26, 2026

Ok

Annie

Jun 26, 2026

Fast. Easy to navigate site. Great quality products!

Online Shopper

Jun 26, 2026

I told you the shopify checkout wouldn't allow me to checkout 3 different times using different browsers. Awful experience.

Lex

Jun 26, 2026

Sometimes I find the sizing a bit confusing; I usually wear a L but at roots have to size up to an XL . I bought an XL t shirt in this order and it was really big .. I mean I would rather it be big and not too small but I love the color (lavender ) and I have loved roots since I was a teenager and will go back for more … need the lavender hoodie now ! That will be my next purchase but gotta space them out cause let’s face it .. roots is a bit pricey but I still love their stuff

PJM

Jun 26, 2026

I love Roots for my grandchildren or for gifts for grand nieces or nephews. I love the quality and that it's proudly Canadian

Renaybee

Jun 26, 2026

The Roots website has an easy layout to view items as well as easy to filter your specific wants when searching for an item. The check out process has clear instructions and information regarding your order.

Online Shopper

Jun 26, 2026

Average

db

Jun 26, 2026

I love the sweaters, you can always depend on roots for quality products.

blondie

Jun 25, 2026

easy, amazing

Online Shopper

Jun 25, 2026

Good one!