HORRIBLE CUSTOMER SERVICE I had purchased a gift for a friend that lived out of the country. Each time they planned to come visit, their plans feel through. With that said, the items I bought would no longer fit the baby. I understood that it was 4 months later, but asked for an exception, as it was never my intention to have to return the item. When I knew this item no longer would work for the gift I brought it in. The store manager Nicole (horrible customer service) was not understanding, sympathetic or kind, just kept saying ' no', 'not our policy' 'there's no exceptions'. Considering these items are classic items and still in store, I do not understand why this is such an issue that they cannot accommodate. You want to support Canadian Brands, but then get hit with things like this which make me want to AVOID roots at all costs. I will definitely be questioning if I ever want to purchase from the roots brand again or in particular this store, with such horrible management.

Incredibly rude and unhelpful. My wife just left there in tears. Started with us calling to see if we could exchange a Christmas gift, a dress, for a different size. The person who took the call would only reluctantly check the sizes available, after being convinced to do so. They were very confused or opposed to the idea of her trying on a different size in a different colour, and then ordering the right colour online. In the end, after asking repeatedly for a gift card return, so she could reorder it, the individual returned the money to the credit card of the person who purchased the dress. Then they asked my wife to buy the dress herself. After an ordeal that took over an hour, no dress, and she had to leave the one that was gifted to her now that the money was returned. Furthermore, a very upset, and incredibly, loyal Roots customer. Roots, we expect better.

I visited this roots store last month while visiting my son and partener in Oakville. I had previously purchased an expensive jacket in Vancouver at the Robson street location and unfortunately the zip became stuck so thought I would pop into the Oakville branch well I wish I hadn't the manageress there in my view has to go on a customer training course for the use of a better word she was PATHETIC! and sooooo paternizing saying perhaps but a ribbon on to the zip for pulling. My wife and I were horrified we have had four children and know how to work a zip really!!! I am a Vice president of a multi million dollar company and can assure you I know how to fasten my jacket. This has really soured me of Roots, a company I previously would have held in high regard. GET HER TRAINED!!

First time customer of roots here. I heard people say the quality was there with this brand. Their motto is integrity, longevity, quality. Their store rep upsold me on the kanga sweater in the “designer” section. I noticed after i bought it it had a little pilling on the back of the sweater and i decided to ignore it. after 3 washes(following instructions) there’s a lot of pilling all around the sweater and threads hanging out. I contacted roots and they don’t really care that they’re not holding up to their motto, but offered a store credit which to me is useless as their motto has lost all meaning to me. The clothing is made overseas and you can get similar quality at walmart.

I had such a great customer service today. I went in to get some hoodies for my nieces who are very picky! I walked in as soon as they opened the door and he was very welcoming. I needed 3 hoodies with the same color and different sizes. I finally got what they wanted at the end with his help. (It took 30mins+!) He was very helpful and patient entire time! I'm glad I visited this location :)

I enjoy shopping at this ROOTS location tremendously. An exceptional staff, brilliant customer service every visit. The selection never disappoints and the staff are very accommodating phoning the Burlington location to hold items if necessary, as I live in Burlington. Thank you for the professional and friendly service.

Great selection given the size of the store. Also has a very large children's section. Sizeable leather collection, including leather shoes. Unfortunately no casual shoes or sneakers though. Found the staff very helpful and attentive both in finding merchandise and different sizes while in the changerooms.

Love this place, the clothing is so soft and some of the designs reflect where you are...love that they personalise some of the stores...bought a long sleeved shirt in Toronto but a short sleeved shirt in Mont Treblant with the location on the front which was awesome!

Katie at Oakville Place Mall was wonderful today! I called the store looking for a particular item, even though she was very busy she took the call. She had to go into the back to check for the item I was looking for and found it. Awesome customer service!

was told they had items in stock, did not actually have the items, especially dont appreciate my wife driving there during covid after being told they had said items in inventory, would have preferred to be directed online

Very nice store. The sales associate helped us look for a product and when it was discovered they were sold out, was able to check stock at other locations; even calling them to confirm.

Have lived in Oakville for quite some time now and I've always gone to this Roots location in the mall. Always great customer service, nice staff and very knowledgeable of the product.

Went in today and was pretty disappointing. The two girls working there didn't even seemed bothered to greet the customers, they just talked to themselves the entire time.

Very unpleasant experience. The customer service it’s really bad, very arrogant and rude, very unhelpful as well. I won’t be back to this location for sure

It was a quiet weekday evening Inquired to staff about sizing but they seem reluctantly to help. Said this is all we have and walked away

Spoke to an employee over the phone who was very unprofessional... who answers the phone at their workplace by saying, "what's up?"

Julia made my day. The customer service was amazing and she was super nice and friendly throughout.

Staff was very helpful. I was shopping for my sister and they helped me fin the perfect bday gift!

I recently visited this location to pick up some gifts, very knowlegable staff and very polite.

Service is great, store is nice. But the selection is a bit underwhelming

The staff is friendly and helped out a lot! highly recommended

felt really overpriced and customer service wan't good at all

Friendly staff. Helped find the size we needed.

Nice store, good selection, a bit expensive

Nice options and friendly staff!

Sometimes kind sometimes not