Roots - Reviews and experiences

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 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? No wonder I buy most items from LL Bean these days. I will be filing a formal complaint through the Better Business Bureau as well as the Ontario Ministry of Consumer Protection, and possible legals, we shall see.

I ordered a Cashmere Rose children's sweater from the company, but they sent me a black one instead. I tried to explain the mistake, but they said they are sure they sent the right item. I returned the sweater, got a refund, but they still charged for shipping. It was a frustrating experience and not what I expected at all.

I recently had a really disappointing experience with a gift I bought at a store. I paid full price for it, but the person I gave it to didn't like it. When I went back to try and return or exchange it, I was told that it was past the 30-day limit. This was so frustrating because I have a busy schedule and couldn't deal with it sooner. The customer service people didn't seem to care at all about my situation, and just told me I could only exchange at certain stores. It felt like I was being forced to buy something else there, even though I had already found a new gift somewhere else. It's really disappointing to see a company not being more understanding or flexible. I was really let down by their service and return policy.

I wanted to get my family some cute matching sweaters for Christmas from Roots. I ordered them ahead of time to make sure they'd arrive on time, but then one of the sweaters got canceled without any notice! So, I reached out to customer service and all they told me was to keep checking for it to come back in stock. I checked so many times and Christmas passed with no sight of the sweater. Finally, three months later, the sweater disappeared from their website! I asked about it and found out they discontinued that color. I thought, no big deal, let's just exchange it for a different color, right? Wrong! They said I was outside the return window so no exchange. After going back and forth quite a bit, they offered me a coupon but still no exchange. The customer service here is the worst I've ever experienced and I won't be shopping here again!