Roots — Local services in Park City

Worst customer service experience I think I’ve ever had. I bought a pullover hoodie for my husband five days ago. I told the girls at the counter that he probably wasn’t going to like it and I was right. I brought the pullover to return with the receipt and the bag. He had taken the tax off And I had left those at home. when I got to the store, the same girls were working that sold me the hoodie. I drove around with them and told them see. I told you I’d be back. He didn’t like the sweatshirt. Check the number on the back of my card and verified it with the receipt and the last four digits were different. I called the credit card company right in front of them to verify that the charge was made on that certain card. They weren’t budging. Then she started taunting me. I even called the corporate office. They immediately got on the phone with the store. I was then told that I had to have a valid ID and the tags. So I would need to drive another hour home to get those to come back to get a refund. when using a credit card through Apple Pay Apple Pay changes the last four digits. I asked them if they would be changing their policy . The response I got was we will look into it. I did not get any kind of apology for the way I was treated in the store. They accused me of being a thief and trying to use somebody else’s credit card. Flat out, accused me, and then when I wouldn’t let it go. They started to make excuses like the sweatshirt had been worn and there was hair on the sweatshirt. There was probably hair on the sweatshirt because my husband had tried it on. The sweatshirt had not been worn. This matter is...

I'm not often one to write reviews but I would be remiss if I didn't share how much I enjoyed shopping at Roots. I knew nothing of the brand but was drawn in by the "Official Outfitters of the 2002 Olympics" marquee on the door and really fell in love with the products. I purchased several items and was able to personalize them as well which was just the cherry on top. The quality of the products was clearly high and the selection was gorgeous. So many modern and classic colors and styles.

Cynthia was such a great ambassador for the brand as well as a hell of an assistant store manager. She really knew the ins and outs of the products as well as her store. She was informative & knowledgeable when I asked any questions and had a lot of patience while I was picking out items. She was an expert in their personalization process giving me good guidance and everything came out SO cute. She was also training new people both days I was in (yep, came in two days in a row) and as someone with a lot of retail experience I appreciated her management style- she took time to educate, give praise (and again patience) to her newer employees. She is an asset to the brand I hope she is recognized as such.

This was my first encounter with Roots and while I won't get out to Park City again soon unfortunately, I'm certainly going to be a lifelong online shopper. Between my love of the product lines and my wonderful experience with Cynthia I've...

The store itself was set up great. There were 3 employees today one female that seemed to be in charge and two males. I was not familiar with the brand and the men were great with explaining the brand and answering my questions. The woman however, came off as quite condescending. I happened to be holding a sweater when before I continued shopping, as I only traveled with carry-on luggage, I wanted to know if they would be able to ship items that I bought. After telling me items online could be shipped she proceeded to say that I would have to spend a certain amount prior to items being able to be shipped from the store. She stated for example, they would not pay to ship the sweater that I was holding if that was all I was buying. I asked how much I would need to purchase and she said around $200. I don’t think that this is actually a written policy for the store, but rather something that she arbitrarily came up with. As I’ve been traveling, I’ve never had this issue come up before. The situation seemed very condescending and she seemed very rude , and lost quite a large sale as I was buying items for both myself and my husband which I will do online rather...