A selection of letters from the world of Roots
While visiting Toronto, I had the good fortune to go shopping at the Roots store in the Eaton Centre. Our 12-year-old son had set out in great detail his clothing requirements as living in Ireland it is impossible to access your products and so he jumped at the opportunity to have me provide a shopping service for him.
In your store, I was met by a young man named Brett Tagoe. He helped me locate all the items we needed and he was exceptionally courteous and efficient in his work.
All of the store staff were helpful but I thought it important to single out Brett in particular as he certainly made my challenge a lot less onerous.
Wishing Roots continued success.
Michael Hogan
Dublin, Ireland
A NICE TOUCH
I would like to bring to your attention an exceptional example of Roots customer care. I called your ‘Roots 73’ store at Windsor Crossing in Windsor to inquire about the availability of stretch sweat pants for my niece for her 10th birthday. She was diagnosed with cancer in late May and has required frequent stays in hospital since then. Her parents requested yoga/sweat pants, loose or adjustable in the waist, for her to wear during radiation treatments, which are focused on her lower back.
I explained this on the phone to one of the your store employees, Manager, Bernie O’Beid. She was very helpful and agreed to put aside what she had in my niece’s size. I came in later that day and purchased two pairs of pants along with coordinating tops and socks.
To my surprise, after my original phone call to the store, Bernie and her colleagues (I don't know their names) went to a nearby shop and bought my niece a birthday card and WebKinz. My niece has a collection of these and of course loves the new lamb addition. My family was most impressed and touched by the generosity of your staff and I wanted that your senior management was aware of this very kind act.
Please thank them again for us.
Christine Melnyk
Windsor, Ontario
RISING TO THE OCCASION
I am writing in response to a phone conversation I had with your Customer Service Department this week. Bethany Peckham was absolutely great and understanding as was the sales rep I dealt with at your store at Yonge and St. Clair in Toronto.
Previously, I’d gone to another location for help with a small problem with the zipper on my purse. It was an unpleasant experience that I wanted to avoid repeating at another store. But I took a chance and went to the Yonge/St. Clair store.
I spoke with Dori Lewis, to whom I explained the problem with the purse and the negative treatment I’d received at the other location. It was a small thing but I felt with the cost of the purse, small problems shouldn't happen.
Dori was excellent. She quickly assured me that Roots would take care of the purse and although her store was busy, she was patient and attentive. It was really nice to have a sales rep who’s outgoing and friendly and who made me feel that my business was appreciated.
I have great respect for anyone working in retail as I too have worked in a store. It's a tough job. It’s refreshing to have a company as a whole that I can put my faith in.
Thank you Dori and Bethany.
Penny Housone
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