Complaints

This profile includes complaints for Roots Canada's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Roots Canada

  1400 Castlefield Ave Toronto, ON M6B 4N4

• 

  Roots Canada

  120 - 9133 Leslie St Richmond Hill, ON L4B 4N1

• 

  Roots Canada Ltd

  #17-212 3055 Massey Dr Prince George, BC V2N 2S9

• 

  Roots Canada Ltd

  1001 Robson St Vancouver, BC V6E 1A9

• 

  Roots Canada Ltd

  #H3 925 Main St West Vancouver, BC V7T 2Z3

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to make a purchase thriglugh Roots website. I got a pop-up that indicated I could get $10 off by providing my email. I did that.
  The next screen then said "get an additional $10 off with a valid phone number", so I gave them my phone number as well.
  They now have my email and phone number.
  When I try to use these discount codes, I am told they have to be on separate purchases.
  Had the second pop-up said "get $10 off a second purchase by providing a number" or something along those lines, I WOULD NOT HAVE GIVEN MY NUMBER."
  **** ** ****** ********* *** ** **** * *** ** ******* ***** **** ** *****

  Business Response

  Date: 17/01/2025

  The coupon is one sign up. If the customer has already received a welcome coupon -- they will not receive another. 

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a gift purchased from a Roots Retail Store. I did not like the merchandise and took it back to a Roots retail store within the 30 days with original receipt. The items were in their original state. At the store I was told that they would not refund the items without the original credit card used. I was told that I needed to refer to the online policy on the Roots website which outlines that "All returned merchandise will be refunded in the original form of payment". The original form of payment was **** but they would not refund to a different **** card and only wanted the card used in the purchase. I offered to provide a copy of the card as the original purchaser is out of country and would be returning after the 30 day return window. The in-store personnel and head office team (*** *** *****) did not assist. The average customer would NOT review online policy when making an in-store purchase. The receipt does not outline the exact form of payment which returns need to be made. Roots' Return Policy is only available once the purchase has already been made and the details are on the receipt not mounted in-store and the sales personnel does not provide such information at the time of purchase; nor do they direct the customer to visit the website at the time of purchase for extensive information. The personnel at headquarters said that their return policy is too long to put on a receipt and is always being updated which is why they do not put it on the receipt. Again, all unreasonable for the average in-store consumer.
  The first sentence on the back of the Roots receipt DOES say "We want you to love your purchase. If you don't, Roots will gladly exchange or refund qualified items purchased up to 30 days after the purchase date with an original receipt. I did not love the items. I am within 30 days of purchase and have the original receipt. Roots has refused to provide an extension for return or refund the items and are violating Consumer Protection Laws.

  Business Response

  Date: 22/11/2024

  The Roots return policy is indicated on our website and is available to be provided to a customer in-store prior to the purchase (if asked and also posted at a number of our location. Post purchase, the policy is on the back of the receipt. Due to privacy and fraud issues, refunds must be issued to the original card used at the time of purchase or a gift card can be offered. We will not process refunds to another card unless compromised and proof is provided by the issuing bank. 
  

  Customer Answer

  Date: 25/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  ROOTS:“THE ROOTS RETURN POLICY IS INDICATED ON OUR WEBSITE…
  The items was purchased in-store, not from the website.
  ROOTS is admitting to discriminatory and deceitful practices to those
  disadvantaged and do not have ready access to internet services around the time
  of purchase.
  

  ROOTS:…AND IS AVAILABLE TO BE PROVIDED TO A CUSTOMER
  IN-STORE PRIOR TO THE PURCHASE (IF ASKED AND ALSO POSTED AT A NUMBER OF OUR
  LOCATION)”.

  Then provide visual proof of said policy posted at the *********
  store location (Hamilton) or *** ****** location (St. Catharine’s) where the
  item was purchased and returned, respectively.  
  I actually went to a ROOTS store over the weekend and asked
  a ROOTS sales member “what’s your return policy”, all they said was “all
  returns can be made until January 15 with your receipt”… there was no mention
  of online policy, or who has to return what, with which credit card. However, since
  ROOTS seems to be taking a such firm position in this case, and is in the
  customer service industry, it has a duty to its consumers to be more
  transparent and should invest more in training its employees to be more
  proactive and explain, in detail, and give up-to-date policy information, akin
  to the extended return periods during the holiday season and final/clearance
  sales. In the interim, I suggest ROOTS post a sign at ALL of its locations that
  says “Shoppers, do not buy here until you read our extensive updated online
  policy that can’t fit on the back of our our receipts!”.
  
  ROOTS:“POST PURCHASE, THE POLICY IS ON THE BACK OF THE
  RECEIPT”.
  Correct, the back of the receipt does not mention anything
  about returns can only be issued back to the original payer’s form of payment. Roots’
  online policy only states “all returned merchandise will be refunded in the
  original form of payment”. The original form of payment was credit card and a credit
  card was provided during the return process, however, ROOTS does not seem to follow
  its own dubious in-store or online policies and making it up as they go along
  to make it more difficult on shoppers…
  Which bring me to the the next point that the receipt policy
  states, “we may from time to time update these policies”. Again, very
  misleading as ROOTS clearly does change it’s policy (most recent online time
  stamp being October 3, 2024) and thus, can choose to change any policy online
  at any time. This is a very deceptive practice as the policy between an
  in-store purchase and return (can be anywhere for 30 days to 90 days depending
  on the season), and can technically be changed in that timeframe. Therefore, ROOTS
  wouldn’t have to honour the original commitment and terms found on the in-store
  receipt on the day of purchase and transaction was made. Again, a violation of
  consumer protection statutes and contract laws.
  Moreover, ROOTS has acknowledged the only policy that is available
  at all retail stores can only be found after the transaction has been
  completed. There is no signage. The sales personnel do not tell you and
  seemingly do not cater to individual circumstances.

  ROOTS:“DUE TO PRIVACY AND FRAUD ISSUES, REFUNDS MUST BE
  ISSUED TO THE ORIGINAL CARD USED AT THE TIME OF PURCHASE OR A GIFT CARD CAN BE
  OFFERED”.
  If ROOTS was suspecting some illegal or fraudulent activity
  or attempting to curb such acts, why would ROOTS willingly offer a ROOTS gift
  card as an appropriate form of deterrence? By doing so, it would seem that ROOTS
  is complicit with “fraud issues” as long as it’s shelling out its own store
  credit and retaining the dollar currency amount to maintain its profits. And I’m
  not sure how privacy issues plays a role in refunding to a different card as
  all the information is encrypted anyways.

  ROOTS:“WE WILL NOT PROCESS REFUNDS TO ANOTHER CARD UNLESS
  COMPROMISED AND PROOF IS PROVIDED BY THE ISSUING BANK”. 
  This must be a joke! Is this another arbitrary online policy?
  Or perhaps its inscribed in one of your leather bags at certain locations??
  ROOTS is clothing store, not a financial agency/institution
  and asking any customer to provide any form of official banking information for
  your sales staff, let alone the corporate “customer service” personnel, to
  scrutinize and vet is outrageous, far-reaching and beyond the purview of a
  low-level retailer.
  
  As a disgruntled customer, I would advise ROOTS to continue
  to focus on its own finances; ensuring the fate of the Canadian unit doesn’t
  follow down the same path as the USA division; and most importantly, “enhancing
  the in-store experience”. Please forward this case to your CEO-****** *****, I
  think she’ll have better insight as to why the corporation having retail problems.
  https:/********************************************************************************************************************************************

  To resolve this issue, ROOTS needs donate $10,000 to a
  charity of my choice and apologize to anyone that has ever dealt with your
  nonsense and incompetence.
  I’d like to further suggest that the proceeds for this charitable
  donation be docked, in full, from the customer service personnel involved in
  this dispute resolution procedure.
  .
  To BBB, is there something lower than a 1/5 rating for a
  business?

• Initial Complaint

  Date:05/02/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 30, 2024, I purchased online through the Roots Canada website a leather purse strap for $38.00 + GST but was charged $49.35 for the purchase on my ****. The Order Number is **********.
  
  On February 1, 2024, I decided to return the leather purse strap to Roots Canada and drove 25 kilometres to the Roots store in ******* ******, Calgary, Alberta. The Roots store in ******* ****** credited my **** for $39.90 only and not the full amount of $49.35 that was charged to my ****. I should be reimbursed the full amount of the cost of the leather purse strap. Root Canada owes me $10.25 and has ****** this amount from me ***** ** * ********* *** ************ ******** ********. Please contact Roots Canada to resolve this matter.

• Initial Complaint

  Date:02/01/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase date: 11/26/2023
  Roots location: ***** ****** ****
  NEVER WASHED
  
  I would like to express my feelings towards Roots product that I have been purchasing the 3rd time but each time, I have been disappointed with the quality of the Roots products recently!
  
  I purchased 3 years ago one black paper which color almost gone out of it (only washed few times) I then bought salt, paper a year back however, the fabric pilling even before I washed the items. I didn't know, I washed the salt, paper and when I reached out to Roots, they said, they can't do anything because it was washed! How disappointing this is!
  
  On October 26th, 2023, I noticed some offers and I went to Roots in ***** ****** **** and seen the stretch waffle zip huddie and the jogge *** **** *** ******** ** **** *****. I should have never purchased it! I made a mistake again!
  
  Since I get to know that Roots won't give a **** about the quality of their items whether washed or not, the last purchase I did on October, I didn't wash and didn't wear it many times, I only worn max 4 times only outside and NEVER washed them. I went to ***** ****** **** yesterday and spoken with one of the managers there and showed them how bad it started to pilled, you can see better in real time and she advised me to send an email to Roots. She is a manager and she said she has no power to this! This is sad, a manager and has no say on what the truth is?
  
  I am very very disappointed and upset because I am paying lots of money and I can't even enjoy wearing my clothes and I have to be very limited in wearing them. Please fix this quality. You don't have to be rich or make revenue over losing the quality of the products! To get rid of the product, you can make a FINAL SALE!!! You should consider that we are not earning our money the way you do! I have to work 12 hours shift every day!
  
  Roots quality has gone tremendously downhill, yet the brand remains overpriced.
  
  In conclusion, I am looking to a response from one of the CEO or the office of the president who will meet me and I show them how bad is this quality.
  
  I am also not looking for the same product exchange/replacement, I am looking for a refund or either a better quality product(if there is one) without paying any extra amount!

• Initial Complaint

  Date:02/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on December 10 for nine clothing items with a total value of $322. I only received eight of the nine items. I did not receive a boys tank top (value $16.98). I followed up with Roots and they said they shipped all nine items so there was nothing they could do. I followed up again, saying I did not receive the item. They responded by including the delivery photos from the courier (*****). There were only seven photos though, presumably because two of the packages were supposed to have two items in them. The person (Trish) who responded to us both times was curt and did not offer any remediation options. I tried calling the two phone numbers Roots provides online, but neither worked (they have repeatedly just been busy). While it seems silly to complain to BBB over a $16 boys tank top, the principle at play here compels me to do so. I paid for an item and the company did not provide me that item and did not offer me a refund. When I have run into similar problems with other companies re online orders, they have been handled much differently / much better. I do not understand how a company can just say too bad you didn't get the item, nothing we can do. That simply isn't right. Order number: ***********

  Business Response

  Date: 05/02/2024

  Refund has been provided.

  Customer Answer

  Date: 06/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we placed a $300+ order for nine different items and only received eight of the items (children’s clothes). Companies should not be allowed to not provide the goods that a customer has paid for. We have never had this problem with any other company. The item we didn’t receive cost only $13. We are a married couple with four kids and good jobs. Do you really think we are going through all this trouble to illegitimately get $13?! It’s the principle. We will not shop at Roots again and will be writing their head office to further complain about this terrible, insulting customer service.
  
  
  
  Sincerely,
  
  
  
  ********* *****

• Initial Complaint

  Date:14/12/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 27, I was at the Roots store at ***** ** *** ***** in Toronto. The sign on the front of the store stated up to 60% off sale. After going through the store looking for Christmas gifts, I decided on a number of items, including two hoodies that were on a display table marked 40% off. I chose to purchase them primarily due to the sale price. There were other display tables marked with different percentages off, mostly 30%.. I didn’t see any items at 60% off, nor did I see any signs indicating any items for sale at 60% off, other than the sign in the front store window. When I paid for the items I purchased, I noticed that the receipt showed only 30% off for the two hoodies. I advised the sales associate that these hoodies were on a table marked 40% off and her response was that only the items on the top level of the display table were 40% off, and that the hoodies sitting on the next level below were 30% off. Nowhere on the second level of the display table did it indicate that those items were 30% off. Elsewhere in store the percentage discount was clearly marked in each area and on each display table. I told the sales associate that this was misleading and her response was that I could return the items but they would not give me the 40% off. I had already spent a considerable amount of time in the store, selecting items for gifts, and did not want to waste anymore time returning these items, and then have to search for gifts elsewhere. I subsequently filed a complaint with their customer service department, but have heard nothing back from them. In my complaint, I requested a refund of the additional 10% on the two hoodie items. In this complaint, I am also asking that they stop the misleading advertising practice as I’ve described it above. I have included photos of my receipt as well as the display. At this point, it’s not even about the money. It’s about integrity and customer service. Their display was misleading and false and customers should be able to expect to get what is advertised.

• Initial Complaint

  Date:13/12/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered some items from roots.ca for my wife for christmas, ***** was the company that had fulfilled the order and I am in no way disputing that the items were not delivered as I was provided with confirmation along with a photo of the package sitting at the front door from *****. Unfortunately before I could get to the package it was stolen. I then filled a police report and contacted Roots customer care where I was told that they need to open a claim with *****. It was explained to me that ***** would deny the claim as all they were responsible for was the delivery of the package to the address. I was then told that Roots policy when it comes to these situations is not to refund the amount or to re-send the items and that I would have to re-order the items. I was left extremely unsatisfied with how such a large company would not be willing to help in any way ? Unfortunately I have now since re-ordered the items at my own cost to make sure I have them in time for Christmas but will not be making any future purchases with this company.