It's not often that I complete these kinds of feedback, but this situation and the level of professionalism, care, innovation, and customer service is one that I likely will never forget. I walked into the Roots store and asked, who I now know as Lucas, an associate if they could emboss 7 belts for my groomsmen for my wedding. While Lucas had initially paused as he had never done so or heard of folks doing before, he took ownership to try, to extremely great success. The belt was beautiful. He then, with great professionalism, contacted several stores across the GTA to secure the remaining belts that I needed, and gave me great comfort and security knowing that he was going to take care of the belts once I was able to bring them on such short notice. After dropping the belts off, within a day Lucas had contacted me to let me know the belts were ready. The results were incredible, and while Roots was originally a store to me like any other, I will never forget the care taken by Lucas and the Yorkdale team
Purchased this on July 11. In less than 2 months this is how it turned out. And I probably used it less than 8 times. Wasn’t washed and wasnt exposed to anything chemical or even water. Roots refused a refund or an exchange. Crap quality product. The other $5 hat is still going strong after 2 years. And this was $34 + tax.
Love this store, and shop this store every time we are in Toronto. A company that is about and promotes Canada, and has quality products is a definite 'go to.' The t-shirts are soft and the sweaters are warm and stylish. I must admit, I am loving the "Canada / Maple Leaf Collection and the "Made In Canada" Collections. The leather backpack with the maple leaf has made me very popular when traveling, as I find myself in random conversations about 'home' with fellow Canadians! If I could make a suggestion, I think bigger backpacks, with zipper closings, and with the maple leaf, would be a big seller too! :)
Had an amazing experience today with Donna and Lucas. Top-notch customer service. Friendly and personable conversation. They helped us buy several sets of garments for ourselves and our parents. Can’t wait to see them again next time I visit a store!
Yesterday I came to the Yorkdale Roots on a very tight time limit and needed to buy 4 specific things. Angie, Neil, and Princess provided great customer service and I wanted to highlight them as superbe employees. This store was quite busy yet they did not rush me and were very professional, patient, and friendly. Thank you!! I truly felt like a valued Roots customer.
Great iconic Canadian brand. Courteous helpful staff. Very pleased with service provided. Will shop here again. 4 stars as there isn't a wide assortment, but I got what I wanted.
Extremely terrible place to go to as there’s barely anyone to help you or acknowledge you. It’s totally understandable that it’s the holiday season and it’s crowded but if no one is trying or I’d say even bothering to help you, then it’s a different thing. Went there yesterday to check if I can find a trouser for my baby’s hoodie that I bought online as it’s out of stock everywhere. Also wanted to exchange another sweater size for myself that I got online too. Lady on the cash counter was busy answering a customer’s questions who was going back and forth to get different items and asking about the prices and if she finds an item is final sale, then she goes and gets another one without thinking or being reminded about line up. This is one thing, another interesting part is that there were approximately 5-6 other employees and a lady who seemed like a manager which initially I thought was giving instructions to staff to help her with some stuff. Later I realised she’s not even bothering about a line up or customers, instead she’s busy shopping herself. One of an employee came and checked her items out, she left the shop calling somebody to hand them the items she bought and the employee who checked her out, vanished without acknowledging the line up and started packing packing things that were already packed and arranged. Note that, the store wasn’t overly crowded neither the things were scattered everywhere. After waiting nearly 15 mins in line, I complained the lady who was busy entertaining the price tag and sale questions that there are 3 cash counters there and a line up behind me and there’s no one coming to help. To which she said she’s not responsible for other counters and why am I yelling at her. I wasn’t yelling at her but I was frustrated as my baby was crying as well. No one stepped in to help still, and 45 mins were left to close down. No apology or acknowledgment from the staff. I think Roots company needs to tell these employees when hiring them that it’s a high end brand and people come to shop the highly priced items. Role comes with duties and responsibilities. Customer comes first. Manager or whoever was it, only stepped out to handover the items to her family or friends. It wasn’t her break time as the store was closing soon. The management needs to take an action on these kind of behaviours and train the employees on when and what times can they shop for themselves. Obviously not when there’s a line up and customers are waiting to be checked out and the employees are busy in their own shopping. 3 cash counters, at least 2 should have been working. Not going to this place ever.
Roots is a Canadian Clothing Store based in Toronto, Ontario. Roots is located at 3401 Dufferin St Unit 506, North York, ON M6A 2T9, Canada.
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