Roots Customer Reviews

Rosey

Jul 2, 2026

Only a good experience. Website was easy to navigate.

Steffy

Jul 2, 2026

I live Roots leather handbags. Beautiful craftsmanship!

Q

Jul 2, 2026

Not many sizes are available

Chuchu

Jul 2, 2026

The website is very slow to reload after I want to return to the main menu after looking at a selection.

SueMagoo

Jul 2, 2026

See previous response

Online Shopper

Jul 2, 2026

After clicking a specific clothing item when returned to the main page with all the items listed, I like to always sort by price. But when I pressed “back” it we reload to the default page and I would need to resected sort by price every time. Also it should load up all products, not just 36 at a time.

ARog

Jul 2, 2026

See previous comment about search functionality

Online Shopper

Jul 2, 2026

Love Roots products. I have 2 hoodies from about 1995, super good quality.

Corgi

Jul 2, 2026

Was good overall but some items sold out during check out

Guido

Jul 2, 2026

Hope price be lower for kids clothings.

ShannaR

Jul 2, 2026

Website is kind of glitchy for smartphones. I don't want to click load more options and start again from the beginning when I check to see what's in my cart. Selections are good though, just takes awhile to get through them.

Gamma

Jul 2, 2026

Great

Ejay

Jul 2, 2026

The sale prices were great, but a lot of the sizes were not available!

EJ from Murrieta Ca

Jul 2, 2026

When you pick items and go back it takes you to a step further from the last display which makes you sort it out again. Not good.

Online Shopper

Jul 2, 2026

I love my shirt. Very soft, looks great.

MK

Jul 2, 2026

It was fine. It's annoying that every time you view a product, you have to reset how the products are sorted. For example, if you set it to list products with the price lowest to highest, you have to reset that and scroll back to where you were each time.

Lonny

Jul 2, 2026

Good experience, always love shopping sales!!

Online Shopper

Jul 2, 2026

Quite slow

Online Shopper

Jul 2, 2026

Good except I just bought stuff at the store and paid more

Cat

Jul 2, 2026

I had to re-submit my order to Shop as I had added an item to my bag.

Lynn R.

Jul 2, 2026

Quick, easy, no issues.

SARAH

Jul 2, 2026

Prices are high.

Online Shopper

Jul 2, 2026

Inaccurate socks

Online Shopper

Jul 2, 2026

It was a good experience until I tried to check out which took over 30 minutes to find a way that my credit card would be accepted. I used the chat which was some help.

Jannak

Jul 2, 2026

all great

Irka

Jul 2, 2026

Easy to find and order. Reviews very helpful

Best Auntie

Jul 2, 2026

online was easy, selection was good, and the tracking and delivery were perfect

Suhaib

Jul 1, 2026

I wanted to raise a complaint regarding the extremely disappointing experience I encountered while attempting to return items from my online Order #59813754483 at your Toronto Premium Outlets (Halton Region) store on June 24, 2026. After receiving my online order, I noticed that 3 t-shirts were not the correct size. Before visiting the store, I contacted Roots Customer Support by phone on June 24, 2026, to confirm the return policy. I provided my order number to the customer representative, who reviewed the order and confirmed that the 3 t-shirts I wished to return were eligible for return at any Roots location, provided they remained unworn, unwashed, and had their original tags attached. Based on this information, I visited the Toronto Premium Outlets store later that day. Upon arriving at the store, I approached a sales associate, explained that I wished to return three items from my online order, and provided both the invoice and the items for review. To my surprise, the associate immediately informed me that the items could not be returned because the "final sale was over." I explained that my order contained multiple items and that I was only returning 3 t-shirts that were not designated as final sale items. I further showed him my invoice and order details (in complete Roots invoice received over email) and Roots account order, where the actual final sale items were clearly identified separately! Despite reviewing the documentation, the associate refused to process the return and did not appear willing to verify the matter with a manager or contact customer support for clarification (which I was insisting). Instead, I was told that the store could not process the return because they had not received a return label email from Roots customer support!. This directly contradicted the information I had received from Roots Customer Support earlier that same day. As the situation became increasingly frustrating, I asked the associate for his name so that I could accurately report the issue to Customer Support. The associate refused to identify himself and explicitly stated that he would not provide his name. I found this highly concerning and unprofessional. Given the conflicting information and refusal to identify himself, I began recording the interaction for my own records. During this time, I reiterated the facts regarding my order and the return policy that had been confirmed by Customer Support and the store agent kept on interrupting me, asking me to stop the recording so he could do something, so I stopped the recording and put my phone away. The situation escalated further when another store employee shouted and asked the other store agent to call security!, despite the fact that I was simply attempting to return eligible merchandise and obtain assistance. At no point was I disruptive, threatening or unwilling to cooperate. My only requests were that the store verify the return policy, contact a manager or customer support agent, and provide the names of the employee(s) involved, so I can inform the customer support team and seek further assistance! The first associate then disappeared into the back of the store without providing any explanation as to where he was going, what steps were being taken to resolve the matter, or how long I would be expected to wait. As a result, my son and I were left standing at the service desk for approximately 20 minutes with no updates whatsoever and no indication of whether the associate would return or if anyone else would assist us (in fact when I asked the other associate for assistance, I was told that I would have to wait for the first associate to return!). After this lengthy and unexplained delay, the associate finally returned and informed me that he had spoken with his manager, who had authorized the return! This entire ordeal was very stressful and inconvenient and I am still trying to find a way to register my complaint! My email id is suhaibansari@hotmail.com

Sukh

Jul 1, 2026

Good

Rg

Jul 1, 2026

Few seconds after I made my order, I wanted to change my mind, and replace an item in the cart, this item was not final sale, I did an online chat, and I was advised order cannot be reversed, and will have to place a new order, could not use my $10 credit which I had because using that was bringing my order under 70 charging me $ 9 in shipping. Most companies allow you to add an item to cart, or atleast can change the order if you call within few seconds of placing an order. Products are great llove them, I will visit the store and purchase again but not online through roots again.

Bits

Jul 1, 2026

I adore Roots! The quality is excellent, they have a great size range, and the website is easy to navigate. The size charts are incredibly helpful and accurate. My order arrived on time with zero issues. Love the way their clothes fit and feel.

BG

Jul 1, 2026

I don’t shop at roots often but a do a list 3 or 4 times a years because I love the quality of the products.

BradO

Jul 1, 2026

The whole experience was easy.

Dee

Jul 1, 2026

Some areas of the website was slow, including the payment area. I would find it more helpful if the items on sale weren't side by side with the same items that aren't on sale.

Online Shopper

Jul 1, 2026

see earlier comments

Online Shopper

Jul 1, 2026

Easy to navigate

L

Jul 1, 2026

I bought the France hoodie. I was disappointed to have to return it because the white letters had blue stain in them.

Mrs.Ol' Lady

Jul 1, 2026

I am looking for cotton FULL ZIP NON HOODIE sweat shirt jacket Supposed to be a large and is very wide but it so short!!! Unsure if I can wear or most donate. Only one you were offering for sale that wasn't for a child.

G

Jul 1, 2026

You need to add a section for people who live in apartments for a buzzer code

Aisha.

Jul 1, 2026

The website is easy to use and It is fast search.

PJW

Jul 1, 2026

I always seem to have trouble getting to the Afterpay page

Online Shopper

Jul 1, 2026

Love the products. The website wasn’t great. It was slow and overheated my phone

Christine J

Jul 1, 2026

I like the quality of products that I buy at Roots. The items wash well, retain their quality and I enjoy wearing them.

ElizabethD

Jul 1, 2026

it's a lovely website. i just wish we could shop in person more frequently.

Aki

Jul 1, 2026

Very good

Niks

Jul 1, 2026

I love the baseball cap and bucket hat for my kids, but for the cropped shirt it's not for me. I chose the wrong color and the fit isn't right for me.

Jess

Jul 1, 2026

Roots at Kings Crossing is the best! All the staff is amazing :)

Online Shopper

Jul 1, 2026

User friendly website for ordering online.

teatimewithmydog

Jun 30, 2026

Quick and easy to access! I was in the store two days ago, and my friend told me that the hoodie that was sold out in store was on the site. It was easy to find, and I was also excited to see a few of my other Wishlist items were on sale! I felt everything was organized well together, easy to spot!

Soso

Jun 30, 2026

The security tag is still inside my purchased merchandise