The worst customer experience. Rude cashier! Bought 3 hoodies for 3 different gifts and was charged for 2 bags! Roots penalized for shopping more! Looking to reduce market share I guessed! I have now returned all items based on this. My business is more welcoming somewhere else!
Roots Employees (particularly the Indian one who thinks she’s white? Lmao) — don’t be approaching people throwing underlying racist and out of pocket comments like “this is not for sale” — when they didn’t ask. Ridiculous, y’all are not getting paid enough to be so extra
I found the store display with a pleasant way for shopping Christmas gifts (thanks to the designers) but the female staff on duty is quite offensive to customers with a face and body language to stop people shopping around the store in their business hours, it’s just 7:45pm if you want to close earlier you can put a sign on the entrance for gods sake not interested to go anymore.
Today, I had a very disappointing shopping experience at ROOTS. I purchased two pieces of clothing, and when I asked the cashier, Kenneth, whether there were any other sizes available, he responded impatiently and said that everything was already on the sales floor. When I proceeded to pay, he gave me a medium-sized red shopping bag. I asked if I could have a different design, but he only handed me a small bag, which was clearly too small for the two items. Instead of offering the correct size, he placed each clothing item into separate small bags. One of the items could not fit entirely into the bag, and his attitude became noticeably impatient. He then told me that he would not charge me extra for using two bags “this time,” but that there would be no exception in the future. I felt offended by this comment. First of all, I purchased two items, and if I truly wanted two bags, I could have simply chosen to pay separately with my husband. What made the situation even more upsetting was seeing how differently he treated the next customer. When the next person requested the same bag design, Kenneth politely explained that the design did not come in a larger size and then calmly offered a small bag without any issue. Overall, I felt extremely offended and had a very negative shopping experience. I take this matter seriously, and I will be forwarding the details of this incident to the Head Office for further review.
Rude cashier with an extremely unpleasant attitude. I brought 3 items as Christmas gifts and asked for 2 bags; I was told I needed to pay $1 for the extra bag. I will not be purchasing from this store again.
Shoutout to Elana at Roots in Markville Mall for the amazing service! She was super helpful with my Banff bag and made the whole experience smooth and easy. Appreciate the professionalism and great attitude—thanks again, Elana!
Had the worst shopping experience at Markville Roots. The sales called Lianna(or similar pronunciation) was extremely rude. I should have expressed this in store with her directly, but we were on a tight schedule with no time to waste with her, so I will leave it here. She knows I bought one jacket for my dad and one vest for my brother, both are gifts.So after we tapped the card I asked for an extra shopping bag. She rejected me and said I have to pay extra for this shopping bag, because it’s the RULE that one bag PER CUSTOMER TODAY. Im not sure whether Roots set this rule(which doesn’t really align with your brand positioning as it sounds cheap and not customer- friendly) is due to someone previously abused the system and asked for too many bags, but in my case I simply want both of the gifts to be better presented in its original bag. I said to Lianna it doesn’t make sense because my friend and I are both here, we can actually go through the whole process of returning one item and my friend buys the other one again, it still follows the “rule” and will achieve the same result of one item in one bag, only wasting time of both of us. (So why not just make things easier and leave a happy customer at the same time?) Lianna raised her voice and talked over me loudly saying “ NO THE RULE IS ONE PER CUSTOMER TODAY! YOU CANT GET ANOTHER BAG!” First of all this is wrong according to the rule she just described, we could get another bag at the same time following the one per customer rule; Secondly what really triggered me is her extremely rude attitude by talking over me and not listening to my solution. She even raised her voice (showing no interest in further listening to and assisting us) saying “GOODBYE AND HAVE A NICE DAY”in a super fake friendly tone. I will be super disappointed if this is the average service standard of Roots. Another thing made me question her professionalism is before we pay, she asked for my email and name, I asked the reason she said it’s for digital receipt for record but will also give me a printed one. I never received the digital one. I highly doubt she asked it just to meet some quota but didn’t care if the email address she entered is accurate or not. Overall I’m very disappointed with my in store shopping experience with Roots today and will be hesitating to ever shop in Roots again. By reading your previous reviews it seems I’m not the only one raising this “ rude customer service” issue, highly suggesting you could do some further training.
Roots is a Canadian Clothing Store based in Markham, Ontario. Roots is located at 5000 Hwy 7 Unit 1240, Markham, ON L3P 3M2, Canada.
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