Roots

I paid almost 700 $ CDN (incl tax) for a Roots Tribe leather Global Traveller bag. After 14 months, the stitching started to come apart and the leather began to separate and fall apart.
When I contacted customer service I was told that the bags were only guaranteed for a year and that I would have to ship the bag back to them at my expense and pay for any repairs.
Unreal.
Sad that they don’t stand behind the only products (leather bags) that they still make in Canada.
The rest of the store is full of cheap Chinese stuff at outrageous markups. The clothes are total garbage now. Poorly made of cheap fabrics that don’t last.
Terrible that one of the last Canadian retailer/​manufacturers that used to a mark of quality has declined so far.
I must have spent $ 2000.00 over the last 3 years on Roots products. Ill never spend another dime there.

I received amazing online customer service from Roots Canada, care of Lisa B, from this location. I had visited a Roots store in Ottawa 6 months prior to my email to tell them that I loved one of their discontinued bags that I couldn’t purchase at the time I was there. Although it took a month to get a call back, they had my bag purchased from a local store and shipped it to me from this Toronto location to outside Canada. I have to admit that I was surprised by their call as I had given up on the bag that I’d pinned and dreamt about on my pinterest board – a bag for which I could find no equivalent in design and leather color.
Even as I paid by phone, I wondered if I was getting scammed, as it seemed more old school in terms of the transaction. She said she’d mail it to me but without an order number. It was basically hand over my money and hope for the best. But boy, when it arrived, it was beautiful! Customer Service was as good as their word! Not only was shipping excellent, but they sent it in a soft Roots logo purse bag, inside a Roots plastic reusable tote, with the receipt tucked inside a Roots logo letterpressed leather card holder and a nice note thanking me for my order.
Their cowhide leather is so nice and I really like the handbag, so THANK YOU, Roots, for great products and great customer service!

I love my Roots t-​shirts and stocked up on them when I was in Toronto. This is a really nice store with a lot of helpful people. They were having a sale and I am happy with all my new stuff.

When I come to Canada, I usually try to stop at Roots to buy a logo t-​shirt or some other article of clothing for my son. I like the Roots brand, styles, and quality, but find the prices to be a little dear. In Ontario with its 8% PST on top of the 5% GST, that just adds to the sticker shock (with or without the currency exchange advantage). And unlike my travels to Alberta, I haven’t yet found the Roots Outlet store here.
This Roots store is bright and handsome, and with a friendly and welcoming energy. It has 2 floors, which includes a cool upstairs lounge area with an interesting Canadian history theme. I enjoyed wandering around and considering my options.
I ended up with an interesting red t-​shirt with a First Nations theme for my son (and at 30% off). The guys upstairs were very helpful and understanding of my preferences, even though they were at least half my age.