Wishes Craft Shop review for Route Protection and Tracking
Jan. 20, 2021
Beyond frustrated with this app. First, it has been causing checkout issues for my customers from day one. If they selected Route, their entire cart would empty! When I contacted support I got the run around for months with them claiming it must be something else on my website. Eventually Shopify Theme Support was able to pinpoint the problem code and prove it was Route's coding that had been causing the issue. Even though I was able to provide the exact coding issue and tell Route support exactly how to replicate the issue, it still took weeks for them to resolve it. Then there's the whole reimbursement thing. Route issued a refund to one of my customers in November, and I have yet to receive the reimbursement for it! Once again, getting the run around from billing saying they paid it, without being able to provide one shred of proof that they have (transaction number, date, amount, etc.) All they can show is they were supposed to reimburse me, which I agree with. However my bank account shows they never did. Been trying to resolve this issue with billing for far too long! Their support is not helpful and I'm tired of getting the runaround. At the end of the day, your customers are still going to come to you if there's a shipping issue, so may as well handle it on your own and save yourself the extra headache.
Hi there, Thanks so much for providing this invaluable feedback. We’re always looking to improve our merchant experience, and I'm so sorry yours was less than ideal. We're happy to hear that our implementation team was ultimately able to resolve your Route asset snag, but we sincerely apologize for the delay. We understand that every store is unique and strive to provide custom solutions to every merchant's needs as fast as we possibly can. However, sometimes issues do arise in the installment process and we're so sorry you had that experience. We also apologize for the confusion our new automation & reimbursement systems may have caused. While our customer success and finance team was able to work closely with you and dig into this further, we do truly apologize for the abnormal reimbursement wait time. As we are committed to resolving every issue experienced, we followed up with billing and confirmed that the remainder of your credit was processed last Friday. Again, we greatly appreciate you sharing your experience. While we are working hard to make things right, we are so sorry for any frustration or misunderstandings caused. Hope you have a wonderful week, Jordan, Customer Support
Shipping Insurance & Immersive Order Tracking | Route App