Roots Canada Customer Service Issues

I purchased a dress with a gift receipt for my grand-daughter's birthday on Oct. 28th from the St. Laurent Mall in Ottawa and had a positive experience with the service. Unfortunately, the sales associate did not mention the 30-day return policy, leading to issues when my daughter-in-law tried to return the dress to the Chinook Mall Roots store in Calgary as we were nearing the 30-day limit from the purchase date of Oct. 20th. The sales associate was strict about the policy, causing unnecessary difficulty before agreeing to an exchange. As a grandmother, I am disappointed in the inflexible approach since grandmothers are a significant customer base for Roots children's clothing. The incident has left me questioning future purchases from Roots when faced with poor service and rigid return policies. The unworn dress with original tags should have been eligible for a return without such hassle. I am willing to provide the purchase and return dates for reference.

I purchased a pair of roots sweatpants to match a hoodie received as a gift a year ago, both in black salt and pepper color. After wearing them for 4-5 months, I noticed pilling around the collar and seat. I visited the store in Barrie, Ontario at Georgian Mall to express my dissatisfaction. However, they stated they couldn't assist me without a receipt. I provided my contact information and was told someone would reach out, but it's been over 3 weeks and I haven't heard back.

Hi everyone, I wanted to share a recent experience with the clothing I purchased for my baby boy from Roots in Canada. My little boy, who is 13 months old, has only worn the 12-18 month long sleeve top a couple of times. Unfortunately, I noticed that the white transfer of the beaver logo is already wearing off and looking patchy, which was disappointing to see. I wash his clothes with non-bio detergent at 30 degrees, so this type of wear shouldn't be happening so soon. I live abroad, so I can't easily exchange it in a store in Canada. My partner will be back in Canada in July and I'm hoping he can exchange it with a response from Roots via email or possibly send us a new top. I have photos of the issue and can provide my address if needed. Thank you for your understanding.

I purchased a Roots winter coat through my place of employment 1 1/2 years ago for $[redacted]. When I tried to wear it in November [redacted], I discovered the zipper was jammed. I sent the coat for repair on November 4, [redacted], and only received it back today after 42 days. The repair center claimed it was dirty, which is not true since I take good care of my belongings. Roots now expects me to find someone to repair it at my own cost; this is unacceptable. The service I received is disappointing, and I believe the coat should have been fixed promptly or replaced considering its price. I hope we can find a satisfactory solution to this issue. Thank you.

I recently bought $[redacted] worth of gift cards at the store. The sign outside mentioned a stuffed animal offer with a $[redacted] gift card purchase. At the cashier, I found out the offer was only valid for one $[redacted] gift card purchase. I bought 3 x $50 gift cards to give to my daughter separately, so I missed out on the stuffed animal. I feel customers should receive the advertised product whether they buy one $[redacted] gift card or multiple totaling the same amount. I was looking forward to giving my daughter the stuffed animal as she loves Roots gear. Thank you.

On May 28, [redacted], I made a purchase on Facebook for shoes and a purse totaling $90. However, my Mastercard was charged twice for the same amount on the same date. Despite this, I have not received the order, including the second unintentional order that I planned to return. I was eagerly waiting to receive these items. I have two tracking numbers: LX[redacted]29CN and LX[redacted]30CN, both indicating that the order has been delivered. This is my second email of complaint with no response. I kindly request the $90 to be refunded to my account and the order to be shipped. - L. R.

I placed Order #[redacted] on March 24, [redacted], using a combination of my credit card and gift cards for payment. I returned all the items to Windsor Store over the weekend of April 1st. I received a $98.00 gift card from Roots via email as a refund and expected it to be $[redacted].38. Additionally, I am still waiting for a refund of $27.44 to my Visa card. Despite contacting customer service twice and being on hold for approximately 30 minutes each time, I have not received a resolution. I want the full amount I am owed, including the $3.38 difference on the gift card. As a dissatisfied customer, I believe it's important to resolve this matter promptly. Thank you, F. Valente

Hello, A few days ago, I visited your Oshawa Centre location and found a wallet I wished to purchase. The wallet is the "Card Case With Id Prince" in black. Unfortunately, the only one in stock was damaged with creased leather. Opting not to buy it, I ordered online, willing to pay the extra $10 for shipping to receive an undamaged wallet. Upon receiving my order today, it turned out to be the same damaged wallet from the store. I had assumed it would be a different one from a distribution center. I kindly request a replacement wallet in good condition and if possible, a refund for the shipping cost. My order number is #[redacted]. Thank you for your attention to this matter.

Hello, I trust you are well. I am Emilia Tecic from Croatian Fraternal Union Lodge [redacted] in Etobicoke. Our lodge is dedicated to promoting Croatian culture and each year we host a scholarship luncheon in memory of our late member Magdalena Mary Smintich. We are inviting you to support our annual Scholarship Luncheon on Sunday, November 20th, [redacted], where we honor Magdalena by awarding scholarships to active Lodge [redacted] members pursuing full-time studies at post-secondary institutions. Your contribution to our scholarship luncheon raffle would be much appreciated as it helps us raise funds to support our members' educational pursuits. For any inquiries or to participate, please reach out to me at [redacted] or ([redacted])-[redacted]. Thank you for your consideration. We are eager to hear from you. Warm regards, Emilia Tecic

Subject: Unpleasant Experience at Bramalea Shopping Mall Roots Store Dear Roots Customer Service Management, I had a distressing encounter at your Bramalea Shopping Mall Roots store on December 3rd. I had gone in with my daughter to exchange a gift, but instead of assistance, we were met with disrespect. The associate manager's behavior was rude and shocking, leaving us humiliated. To provide more context, my daughter received a Roots shirt as a gift during the pandemic, and we went to the store on November 13th only to be told that we could only get store credit for a final sale purchase due to the timing of the original purchase. When we returned on December 3rd to select another item and proceed with the exchange, the situation quickly escalated. Despite initially being told we could proceed with the exchange, a male associate manager intervened aggressively, refusing to help and finally calling mall security. I left the store feeling upset by the treatment we received, especially in front of my daughter. It is disappointing, and I hope this is not indicative of your usual customer service standards. I would appreciate guidance on how to address these issues promptly. Sincerely, Ron B.

I am seeking clarification on a particular product. I am interested in the Pooch Original Kanga Size 10-14 Park Green dog hoodie in size 12. In the images displayed, I noticed a discrepancy with the sleeve length. The first three images depict a short sleeve with elastic ribbing, while the last image shows a longer sleeve with additional fabric. Can you confirm which sleeve style is included with this product, as the description doesn't specify this detail?