Roots Customer Reviews

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

Disappointed Dave

Jun 30, 2026

Terrible experience with terrible communication.

LJ

Jun 30, 2026

Haven't purchased roots in 40+ years but I'm so happy I did. The fit is perfect, excellent quality, just loving it!!

Lore

Jun 30, 2026

Great shopping experience

Mooney

Jun 30, 2026

Had one 1991 Have been looking for same one for years

Peet

Jun 30, 2026

Good

EyeBoss

Jun 30, 2026

My first email is attached to Shop and it wouldn't work, so I had to process under a different email which was annoying. The rest of the process to find the products in my size was great.

Online Shopper

Jun 30, 2026

It was fine prices could always be cheaper but this economy it doesn’t surprise me

Paisley

Jun 30, 2026

Good quality

Online Shopper

Jun 30, 2026

Good

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!