Roots - Reviews and experiences

As a loyal customer, I was really let down by the service I got when dealing with the customer service team recently. Even though I’ve been a customer for a while, they were unprofessional and incompetent. When I called for help, all they said was, "We are experiencing longer than normal wait times," which was so frustrating. I was left on hold for over an hour and a half before I just couldn’t wait any longer. It seemed like the employees working from home weren’t doing their jobs properly. This whole thing has made me feel really disappointed and like they don’t value me as a customer.

So a couple years back, I splurged on these fancy wallets for myself and my daughter just because they claimed to be real leather. And wouldn't you know it, they're falling apart faster than a cheap puppet show! The material is flaking off onto our cards and IDs, the change pockets are as holey as Swiss cheese, and we can't even use them anymore. My mom's old leather bags are older than me and still in better shape!

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!