This has been the worst shopping experience ever. On November 23rd, I went to this store to buy a hoodie for my child and also wanted a sweat pant. The salesperson, Ricky S, told me he could place the sweat pant order online, and then suggested I place both the hoodie and sweat pant online so that my shipping fees could be waived. I agreed. I was told both items would arrive in 2–4 days. Two weeks later, I’ve only received the sweat pant. When I first called customer service, they said the hoodie had been delivered to the store and I could pick it up. But when I went to the store twice, they said they had no order under my name. I called customer service again today, and now they’re saying the hoodie was “picked up from the store” on the same day I placed the order, and there’s nothing they can do. I even requested camera footage, and they claim they don’t have the photos for that day. This is complete nonsense, unacceptable, and infuriating. I trusted the salesperson’s advice and am now left with no hoodie, no accountability, and zero solution. This level of incompetence and poor service is beyond frustrating. I will never shop here again and strongly warn others to stay away.
I want to thank Ryan. He is so so so so helpful. He helped me with a very complicated gift cards purchase. He was so patient, approachable and very happy to help. Thank u so much Ryan u made my day.
Very disorganized store. Apparently there’s one line for online orders and another for in-store purchases, but there is zero signage explaining this. They ended up wasting people’s time as we waited in the wrong line. I would not recommend this Roots location. Whoever is in charge of this store is not doing a good job.
Very bad customer service went after 30 days to exchange just a size lady Urooj was really rude didn’t help at all never got that kind of experience I will never shop in that particular location ever.
Was definitely going to purchase something from this store.. until an associate stood around closely watching and staring at us while we were browsing and chatting. It was so awkward I felt like her eyes were burning a hole on me. Yes you, miss blonde ponytail in the salt and pepper suit.
I had a great shopping experience here. A young associate named Jenusan went above and beyond in helping me find the right size and style of sweatpants. His guidance made the whole process smooth and enjoyable.
Came to this store today (08-27-2024, 6:40pm), we were a big group and made MULTIPLE purchases. One shirt we got from the ‘Clearance’ section was marked with an orange tag at $24.98. The lady at the cash said it wasn’t supposed to have the orange tag on it or be at the clearance section. We said we got it in the clearance section as is and that there was another shirt with the same exact tag on it. Employees implied that some people just move orange tags onto non sale items. This comment made it like they were accusing us of moving the tags ourselves. Mind you our group had already paid hundreds of dollars before this. The employee at the cashier (wearing a blue tank top) went to the clearance section with another employee (wearing a baby blue sweater) to look for the other shirt. When they found it, one of the employees swiped the tag off of that second shirt and went straight to the back. Clearly running away with further evidence they had it tagged orange. The other employee peeled off the tag on the one we were trying to purchase. Denying there was a second shirt marked down as we clearly see the tag in her hand. It's not the customers fault if employees can’t do their jobs in keeping order of their items. Employees were super rude about the situation as well, when they made the mistake. Appalling customer service! If there was a ZERO star, that would be the rating. Lady in the blue tank top Cashier:(126408) and the smaller lady with the baby blue sweater and shorts Cashier:(128135) have no place in the customer service industry. Find a job that doesn't involve having to interact with other people. You all suck at it.
Roots is a Canadian Clothing Store based in Halton Hills, Ontario. Roots is located at 13850 Steeles Ave Unit # 512, Halton Hills, ON L7G 0J1, Canada.
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