Vaughan Mills Location visit on December 15 - I am writing to bring to your attention a concerning customer service experience I witnessed while shopping at your Vaughan Mills location on the evening of Monday, December 15.A customer approached the cash desk to return two jackets he had purchased. The cashier then called over a tall, husky, dark-skinned male staff member to the cash area to assist with the return. Based on the authority he exercised and the manner in which the situation was handled, I assumed this individual was the store manager.The manager refused to process the return for both jackets. Despite the customer repeatedly asking him to issue him a refund, the manager stated that he would not issue the refund. The manager then began speaking loudly, drawing the attention of several other customers in the store, myself included. During the exchange, he made comments such as, “It’s not my problem,” “I don’t care,” and stated that he was not going to refund the jacket.The interaction continued far longer than necessary and created a very uncomfortable environment. The manager’s attitude, tone, and lack of professionalism were unacceptable. As a customer in the store, I felt extremely uncomfortable witnessing the manner in which this individual was spoken to. The behavior came across as unkind, dismissive, and disrespectful, and I genuinely felt sorry for the customer attempting to complete a return.Eventually, the manager agreed to refund only one of the jackets and stated to the customer, “You’re lucky I’m taking it back.” I was shocked by this comment and by the overall handling of the situation.As a Roots customer, I was very disappointed by this experience. This type of conduct, especially from someone in a leadership position, does not align with the level of professionalism and customer service I associate with the Roots brand.I hope this matter will be reviewed and addressed appropriately to ensure customers are treated with respect and professionalism in the future.Thank you for your time and attention to this concern.
Very bad experience, we bought a two sets of sweatshirts along with sweatpants, one of them was ripped when I went for the exchange they said we can’t do anything, you supposed to email the customer service and will get back the solution. We emailed no one reply from the customer service, so what’s our fault , just running back and forth. It’s frustrating and wastage of money with lots of disappointment.
Extremely poor customer service, with rude and dishonest staff. They simply don’t care once the purchase is made. I strongly advise avoiding this place, there are far better brands in the region.
Great customer service received by Kashish, Shreya and Alessia. They were really nice with me and took ownership to find the exact article I wanted to buy.
Came in today looking for a birthday gift for my mom and had an awesome experience. One of the staff helped me pick something out and was super kind and patient. She gave great recommendations and honestly made the whole thing way easier than I expected. Really appreciate the help — thank you again!
I am writing this review to express my disappointment following a recent visit to the Vaughan Mills location. During my time in the store, I witnessed an older female employee (she was tall, late 20’s, with long straight brown hair) displaying behavior that was extremely unprofessional. It was hard to ignore her behaviour, as she displayed an unnecessary amount of attitude while speaking to a customer, that made my overall shopping experience very uncomfortable. It was shocking to witness such immature behavior, particularly from someone who appears to be older and should ideally demonstrate a higher level of professionalism. That kind of behavior is not acceptable nor suitable for someone working in the customer service field. I’m hopeful for improvements the next time I visit this location. As no customer should feel uncomfortable while shopping.
Visited on Black Friday and was met with a frustrating experience. The staff followed me around, citing a policy that didn't allow customers to hold their leather bags on their own. This issue became particularly clear when I was looking for a mirror to check how the bags looked on me. The staff, following me, seemed quite anxious and questioned my intentions. I was taken aback by this overreaction, especially since I was simply trying to see the bag in the mirror. Her behavior was unnecessary and left me feeling uncomfortable. I urge the store to reconsider its policies for a more pleasant customer experience.
Roots is a Canadian Clothing Store based in Vaughan, Ontario. Roots is located at 1 Bass Pro Mills Dr Unit 380, Vaughan, ON L4K 5W4, Canada.
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