Route Protection and Tracking
Shipping Insurance & Immersive Order Tracking | Route App
Rating
4.0
feedback
418
chart
#1,536
Reviews Over Time
App Ranking
Time spent using app
-
Less than an hour
1%
-
Less than a day
0%
-
Less than a month
6%
-
Less than a year
50%
-
More than a year
43%
Reviews Summary
Route is a Shopify App that has received a mix of positive and negative reviews from ecommerce merchants. Positive aspects highlighted in the reviews include the time and money saved by handling lost, stolen, or damaged packages efficiently. Customers appreciate the quick resolution of issues and the ease of initiating reimbursement requests. The customer service team, particularly representatives like Robert and Atakeli, has been praised for being helpful and responsive. Additionally, merchants have found Route to be a valuable tool for providing peace of mind to customers and streamlining the claims process. On the other hand, negative reviews mention concerns about the pricing structure, delays in customer support responses, and difficulties in communication with the support team. Some merchants expressed frustration with the lack of clarity on pricing and the challenges in getting refunds for claims.
Highlights
Rating Breakdown
Review RSS Feed
All reviews
Dec. 17, 2024
The customer service is one of the worst I have ever seen. I have been trying to get help for over 2 months on a simple problem. I heard from a customer they couldn't checkout in mobile becasue the checkout button was not display. I figured it out, reported it to Route and 2 1/2 months later they have done nothing to help and every time I ask what is going on they say something like: "our engineering team will be glad to work on this as soon as resources are freed to do so. We'll let you know as soon as we have an update on this issue" And they never provide an update. Do yourself a favor and find another solution.
Dec. 16, 2024
Waste of time. Talked to Ryan at Route he offered a very low rate (vs competitors). I didn't know at the time the rate could be higher. I signed up and never got any payment from them. They said because I didn't sign some paperwork yet they were able to take payments just not able to pay me. So I canceled them and went with Redo sure enough they came back and said they would fix the mistake (pay what they owe me, pay the higher rate) and NEVER did. But they continued to deduct from our customers. Emailed for follow ups gave them weeks to get this resolved and they ignored my emails.
Nov. 21, 2024
Route has saved our customer service department so much time by handling the majority of our lost, stolen, or damaged packages. We are always so excited when we see Route has been attached to an order with an issue because it will be taken care of quickly! Plus Route saves our company so much money by replacing packages with the money they collect, not our company funds. Our rep Robert and the customer service team have been so helpful when issues arise. We are so happy with Route's services.
Hi there, Thank you for the review! We appreciate you partnering with Route to navigate customers’ post-purchase experience. We look forward to continuing the adventure with you. Have a great day! Skylar, Customer Success
Nov. 20, 2024
We are always working towards better, and this is definitely a great solution for clients who may have experienced issues with the delivery of packages and new "safe drop" procedures by most major carriers. Custom support and whole ROUTE team is A ++
Hi there, This made our day! Thank you so much for your support—we’re thrilled to hear that you’re loving Route. If you have any suggestions or feedback in the future, we'd love to hear it. Thanks! Skylar, Customer Success
Oct. 23, 2024
They earned over $12,000 from our customers while paying out $648, what a scam. They take well over 24 hours to answer an email and then it is with a question. They know its only a matter of time before store owners will dump this scam of an app. My manager installed I never would have.
Hi there, We’re disappointed to hear about your experience, and we want to make things right. A member of our team will reach out to you directly to find a solution. Best, Skylar, Customer Success
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