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    Roots

    4.0 (1 review)
    Closed 10:00 am - 9:00 pm
    Updated 3 months ago

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    1 year ago

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    Suzy Shier

    Suzy Shier

    1.0(1 review)
    0.0 km

    I'm not usually a fan of online shopping, especially for clothes and shoes, but because of…read moreCOVID-19, I decided to take a chance and purchase this really cute sweater that was on sale in November 2020 and asked for in-store pickup to avoid unnecessary shipping costs. I waited the standard 10 business days to be notified when my order was ready for pickup. It never came and I had several really long conversations with customer service trying to find out what my order status was. Every time I got excuses about the shipping delays and how COVID-19 was the cause. While I understand slight delays (i.e. a few extra days), entire weeks and months are not acceptable. Finally, customer service responded and said they had lost my order and processed the refund of my payment. I was so dumbfounded that a well-known retail store can't even coordinate delivery of small packages. I never expected this company's logistics process to be so incompetent. While the refund is appreciated, it is the responsibility of the retailer to keep their customers informed about lost orders and not wait for the customer to initiate contact then slam them with this incompetence. If I'd never reached out, I'm sure they wouldn't have bothered to contact me. They didn't even offer any other perks, discounts, or offer to reorder the item in question free of charge and ship it directly to my home address, also free of charge (it's the least they could have done). I will not buy from Suzy Shier again nor will I recommend this store to any of my friends and family.

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    Roots - leather - Updated May 2026

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