Route
Package Protection, Order Tracking, Returns & Exchanges
Rating
3.3
feedback
338
chart
#4,390
Reviews Over Time
App Ranking
Time spent using app
-
Less than an hour
1%
-
Less than a day
0%
-
Less than a month
12%
-
Less than a year
62%
-
More than a year
25%
Reviews Summary
The reviews for the Route app on Shopify are predominantly negative, highlighting issues such as technical problems, unauthorized promotions, poor customer service, billing discrepancies, and abrupt termination of services. Merchants have expressed frustration with broken widgets affecting checkout, unexpected charges, lack of support, and difficulties in resolving claims. Some reviewers also mentioned concerns about Route's handling of reimbursements and chargebacks, as well as the app's impact on customer experience. Despite a few positive comments on quick responses and initial onboarding experiences, the overall sentiment is one of disappointment and dissatisfaction with the app's performance and service.
Highlights
Review RSS Feed
All reviews
March 24, 2026
I granted Route collaborator access to install their app on my Shopify website. During this process, the widget broke my checkout button. When a customer went to checkout, it opened a file instead of leading to the checkout page. This went unnoticed for quite some time and negatively impacted my sales. Additionally, a Route cashback promotion was added to my widget without my approval, which could have caused further losses. These issues are unacceptable, especially given the trust I placed in the Route team. Based on these experiences, I do not feel confident recommending this app. I hope Route provides clearer guidance to their installation team to prevent similar problems in the future.
Hello--my name is Adam. I lead our implementation teams here at Route. I am very sorry to hear about this experience with our widget and the impact to your checkout flow. I've reached out to you through email to learn more and make sure our teams are following our strict implementation and quality testing guidelines.
March 11, 2026
They raised rates on us and don't cover the order AFTER the order was placed and BEFORE it was processed. Customer called to have protection added on after they completed order, we added it BEFORE the order was processed. Route then would NOT honor the protection after order was damaged. Con artists.
March 5, 2026
Horrible company as soon as they have to cover more than 2 orders they decided they " have to terminate services'. 100 order and 2 needed to be paid out and they end the service with us. I say go with another company for your website
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