Roots Canada

I was on facebook Roots canada and seen a great sale which I should of known it was to good to be true, but this person is using different web sites like warehouse clearance ,and semi-ammual offer under your great brand Roots,
cause as soon as you order under roots canada it shows something different after you pay. I reported it to my credit
card company cause my statement didnt look right I spent 86.89 just wanted to let you know.

Sincerely,

Holly Atkinson

Similar to other complaints. Ordered online and got a notice a week later order was cancelled. Did another order recently and invoice and Online purchase Screen amounts didn't match. Also I emailed some questions to the online customer service and they only partially responded and were rude when I tried to follow up. I sent a complaint to roots head office and no response. Won't use the online store again - problematic online purchases and poor customer service after.

will never buy online again complete waste of time. The website is extremely slow. It takes forever to navigate, view and upload products. Then you finally buy your products only to get an email a week later to say that your order has been cancelled due to inventory no longer being available. Unacceptable! How do you sell multiple products that you do not have??? Then to boot they insult you by offering you a discount on your next purchase that is less than the discount you originally got with your online purchase. ***. Seriously its 2020 there is absolutely no reason that your ecom business should be operating like this. So disappointed

I have returned the merchandise back to the store on Nov 1, but unfortunately I never received the money back to my credit card account. I have sent a couple of email inquiries to Roots Canada Customer Service but the situation is still outstanding. Anyway I will go ahead to file a dispute to my credit card company as this is absolutely ridiculous.

Placed an order online as a gift and received an email a week later telling me that the order has been canceled due to there not being enough stock.

Never had a business especially one the size of roots allow me to order something online and patiently wait on it to arrive for over a week to then receive an email saying my order has been cancelled.

When I called customer service to see why my order was cancelled and I was only notified through email the representative was *** very unhelpful.
His only suggestion was to place the order again when the item was restocked in two weeks.
I asked why they had to cancel my order if they were getting more stock in two weeks. Why not just tell me there's a delay and they will ship out once the item is restocked.
He said it's already been cancelled and I would have to keep checking back online and reorder.

Advised the rep I had got them on sale and used a discount code that couldn't be used again. He tells me this is not roots problem and I'll have to reorder when they come back in stock but that the sale price and discount code wouldn't be honoured.

What's even more unfortunate is that I was speaking to my mom just after placing my order and she mentioned she had Recently placed an order for my nephews Christmas gift and had the exact same thing happen. Order cancelled after a week of waiting for it to be shipped.

Used to love shopping at roots but myself and my family is getting extremely sick of the terrible customer service and horrible online ordering system.
Done buying items from this company!

Dec/29

Received email from Roots stated that the order has been shipped

Jan/02
Tracking number stated that it on the way to post office then never updated.

Jan/19
Called *** and filed a service ticket, it said it require 15 business days to investigate.

Feb/15
No updates, hear nothing from *** or Roots and it passed 15 days to investigate.
Called Roots Canada customer service (*** or ***), she cannot resolve this issue and cannot process the refund because manager was unavailable.
Promised to call me on Feb/19.

Feb/19
They did not call me as promised so I called them back.
Called customer service and transferred to manager, manager said she cannot process refund to me as I need to sign the document from *** first and then *** will send the document back to Roots and Roots can do the refund.
I called *** at same day, and *** told me that the item never deliver to anywhere, Roots should refund me according to tracking number status.

Manager called me back and promised me she will get my money back, *** service ticket number was provided to her.

Feb/21
Still no updates from both side, *** and Roots Canada.

It passed 2 months and I did get anything back to my account.

I placed an order for two pairs of pants on Nov 23rd, on Nov 27th I received two sweaters with a packing slip that said it was the pants I ordered. I called Roots, they would not send a replacement, I had to repurchase the items and file an investigation claim, I disputed this and was told they would refund the original order and they would send me a return shipping label for the items received by mistake. Since the 27th of November I have spoken to 4 different representatives and a supervisor, all refusing to refund until I return the items they sent by mistake, no shipping label was sent to me, I just received one emailed today (January 3rd). I spoke with a supervisor on December 15th who advised me he would escalate further and someone would call me, nobody has called me or emailed me, I called today and all that was done was a return shipping label sent to me. I have since had hip surgery and am unable to walk for the next six weeks, I advised they are welcome to send a courier to pick up the items THEY sent in error, they said no, it was my responsibility to return the sweaters, and asked me to get a neighbor to return them for me. I don't know my neighbors, and o have no family here. If they had sent me the label prior to Dec 28th visitingdsmioy could've returned it, they however have since returned to Nova Scotia. They are withholding $115 of my money that I would like returned at this point. I have given them numerous chances to make it right, and have received no resolve. This is my last resort prior to disputing the charges with my credit card company.

Ordered online and received part of my order. I've followed up since 2 months, and still it can't be found or solved. They asked me to contact Canada Post, and when I do that Canada Post tells me that I have to contact ROOTS. order # XXXXXXXXXX

Terrible customer service. I never received the first package they sent to the wrong address. Roots reissued the order and charged me again, stating I would get a refund in 5-10 business days for the first order. Although I did receive the second package, I never got a refund for the first one despite numerous phone calls and promises from them that I would.