Roots

Love the product, but visiting the Robson and Burrard location is painful. I have purchased many Roots purses and clothing items over the years. This location is handy, however, the customer service is ridiculously poor for the area. When you enter the store, try on items and make purchases you are made to feel unwelcome. They consistently have a "no can do" attitude. i have shopped here many times over the years, and am sad to say that the experience is always the same. The attitude in this location seems completely contrary to the whole "Roots" brand. The customer experience is always absurd. From the moment you enter the store you are treated like a potential thief. It makes you feel horrible. The sales people aren't interested in helping you, they are watching you. As I waited to try on items, I heard the supervisor come back to the waiting room attendant twice to tell them not to leave the area. Some training for your staff (including supervisors) on customer experience needed. As I paid for my items (which were very expensive considering the "sale" they were having), I asked to have my two items put into two small bags rather than one big bag. I was told that the bags cost $1 to make and I could only have one. The clerk then shoved my hoodie and tshirt into one small bag. I thought to myself, $1 could have been an amazing customer experience story and I would have used the two $1 bags to carry my lunch and advertise the roots brand and their great service many times over in a really positive way. Now that $1 bag comment will live forever as a negative experience in my head, and has put yet another negative Robson Store experience on the roots brand for me. This is not the first time I have walked out of this store wondering why I spend money here. Other locations are not like this. I used to purchase roots purses and leather products religiously. It's been a few years since I wanted any roots products, in fact, this was the first time in a couple years that I actually walked back into the store. I am kicking myself for shopping here again. I won't be returning. The customer service in this store is terrible. Please remember Roots sales people, the customer remembers how you make them feel! That feeling drives purchase decisions! That feeling gets advertised.

Exceptional customer service! The sales team is ready and hungry to be assisting you for all your shopping needs. Came in looking for a sweater and got our sizes quickly and accurately. They took the time to ensure it’s exactly what we wanted and greeted us with a warm smile; practically felt like home. Amazing place to go to if you are new to Vancouver!

The usual root store experience, and good gift ideas for people who want to have the iconic animal on their clothes and Canada written all over :D

Items available are now trendy, very warm sales assistant, helpful and friendly.

I had a great experience picking up the original sweatpants. Honestly they’re the most comfortable ones I have owned. I enjoy the selection of colour. I didn’t get the name of the employee that day but the service was definitely 5 stars. Thank you so much.

Roots used to have really good quality stuff, but it has become apparent recently that quality is going downhill. Bought a $200 jacket in November and now barely 5 months later some of the stitching is coming out. I wear the jacket regularly, but am quite gentle with it, so I'm very disappointed to see this. Worse, there is no warranty for jackets apparently, and customer service directed me to a 3rd party repair shop. I guess my Roots clothing collection ends here. Sad.

I just this evening had a really bad stomach pain episode that comes on once in a blue moon. The pain is so bad it causes my vision to disappear, my consciousness to fade in and out and I can faint and hit my head on objects. I desperately asked the girl at the storefront if I could use the washroom due to emergency. She said no. Even when I said I was on the verge of passing out. She just watched me as I sat outside the store on the ground in severe pain waiting for my vision to return so I could walk somewhere else. Luckily I eventually made it to Joeys across the street. I could barely see the pedestrian crossing light. I was surprised how heartless and uncaring Roots was. If I was a woman working as greeter and another woman approached me with a medical emergency about to faint I'd at least offer to help them walk across the street, find a safe space or ask how else I can help, if washrooms are truly off limits.

Wanted to shout out the employee Matthew who was working the change rooms! You were so kind and helpful and assured I found the leggings I wanted! You are one of the sweetest retail workers I have ever met :) Cheers from Calgary!