Roots

I have been their regular customer for more than ten years, and I like this store . Even though I moved to a different city, but I also happy to spend one hour driving to their store to buy sth, because there's a lady whose name Rita. She gave me and my friend excellent service, and she can accurately find my size, gave me and my friend perfect advice. Recently, I bought a hand bag, after home I find there was a scratches, I called them. I told Rita where I live, so she understands that I live far away from metrotown, so she just let me came to exchange the bag when she found a new one was coming in store, and help me double check. I'm very surprised that she can find clothes that fit my size accurately, and she can almost help me find what I need. It was excellent service

Thank you, Pei, Excellent Customer Service at the Kingsway, Burnaby location. Very patient. Had a pickup, everything was ready. Lots of staff members, hospitable. Very organized store. Nothing out of place. Thank you!

The service was excellent. I was greeted but not harassed when I entered. I needed help, someone was there right away who found me my size in the colour I hoped for. I got exactly what I wanted. As always great feeling and well made clothes. I would shop at this location again.

Went to return items but instead employee pushed me to look at other items in store and didn’t want me to return. Her attitude became the worst after I said I want to return first then look around. The whole return process was unpleasant and they were intentionally making it difficult and making me uncomfortable and embarrassing me. I feel like she especially did that bc of my race but I won’t elaborate here anymore.

Clothing is of general good quality but pricey and the website doesn't use any Caucasian males, which is quite odd considering a lot of Caucasians live in Canada and this is the era of inclusion and diversity.

I made a return this morning at this location but I bought the item from Richmond pacific centre Before making return here at this location I did confirm with Richmond location that can I return it at metropolitan mall’s location because I live nearby the mall they said yes item can be returned there no problem at all. Well I bought it for my sister and the item was a sweatpant We had a reason for return because it gave rashes all over on my sister’s legs it was bad. tags were attached no doubt and I gave a receipt too , so there should be no issues for returning the item Right! But the experience I faced with the Asian lady(with short hair style cutt) was extremely horrible at first she wasn’t happy that I was returning the item she might be having a bad day or whatever God knows and then I told her can she please take the bag back because I didn’t need it in my mind I was like I might get 2 dollars back for the reusable bag but she said I can’t give you money back for your bag I get that totally fine but her tone the way she said I was almost in tears and then she crack a joke with her other store member in her mother tongue (who was standing there too ) and they laughed. She(short hair styled one)left in between and other girl came to help me now she made the return she did good job “politely” she asked the reason I told her and then short hair style cutt lady came again on the counter and asked what happened she said nothing all good and she went back And then I saw another Asian customer enters and the short hair lady hugged her and talked how she is doing she might know her But I didn’t get why she did dirty to me My request to the store manager please talk to her and ask her why it happened i immediately left for home even though I had a pickup at indigo store No doubt roots known for its unique quality but the experience I had it here with this person not acceptable at all

Clean and light shopping floor. Shopping space is a bit crowded. Price is high. On sales items are not cheap either, but better. All employees are Asian (based on my experience visited everytime). Employees' attitude is ok. Credit cards accepted. Fitting rooms available. Located inside the Metrotown shopping mall. Free mall parking available.