CharlieCurls review for Route Protection and Tracking
Jan. 15, 2021
They do not pay legitimate claims. Process is hard for YOUR customers to follow and if YOU (the Shopify Store) resolve the customers problem, Route will not. Route expects your customer to go to Route, not to your store for resolution. No one does that, nor does that make for good customer service from your stores' perspective. If Route mistakenly refunds when they were supposed to place another order the will not correct. Their customer service is very "bro cultured:" unresponsive, repeats their "terms and conditions" rather than listening. HORRIBLE experience. Out of 7 claims over 2020 Holiday season they did not resolve one.
Hi there, Thank you so much for taking the time to give us your honest feedback. We are so sorry that it was not a satisfactory experience for you, and we would be more than happy to assist in any way we can to ensure that proper clarification is given for you and your customers. Route will review, and refund/replace issues that fall within our current policies and procedures. This ensures that issues that are affected by in-transit delays and approved will be taken care of by us, so you are able to aid your customers in other matters. If you feel that any issues have been mistakenly denied or refunded/reordered, please reach out to us, so we can investigate further. Route strives to assist both you and your customers with ease. We are so sorry to hear that this process was difficult, and we would love to find a solution that would create a better experience for everyone involved. If you have any remaining questions please feel free to reach out to [email protected] and we will be there to help! I have notified our team to be on the lookout for any future emails. Thank you, Leea, Customer Service
Shipping Insurance & Immersive Order Tracking | Route App