Restrained Grace review for Route Protection and Tracking

Hi there, Thank you for sharing this feedback. At Route, we pride ourselves on offering world-class customer service, and we’re so sorry to hear your experience fell short of expectations. We’d be happy to look into your situation and help or clarify however possible. After reviewing your customer order issues, we’re showing that those closed or denied were due to the following reasons: 1) Order tracking showing “unfulfilled”. In such cases, Route will refer the customer to the merchant for a fulfillment update or updated tracking (should the order have been shipped but the tracking not updated). Once the order is fulfilled, Route coverage still applies. 2) The order issue was filed outside of Route’s coverage policy timeframes. Issues delivered and not received, or delivered and broken, must be filed within 15 days of the delivery date. On lost issues, a customer must file within 30 days of the last tracking update. For a more detailed overview of our policies, please see: https://routeapphelp.zendesk.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies. 3) After Route reached out for more information, the customer never responded. In these situations, Route sends two reminder emails every 48 hours. If the customer doesn’t respond within 48 hours of the second reminder email, the ticket is automatically closed. Should the customer eventually respond on these threads, the ticket is then reopened and addressed within 24-48 hours. 4) Tracking update or delivery after an order issue is filed. When a tracking status is updated or marked as delivered after a customer issue is filed, the customer is notified that their package is on its way or has been delivered, and the ticket is closed. Our sincerest apologies for any confusion caused regarding the filing process or coverage policies and timeframes. If there are any you feel any customer issues were wrongfully denied and need to be revisited, please reach out to us at [email protected] and we’d be happy to assist. Additionally, we’d be happy to clarify any of the above policies or procedures as needed. Our team has been notified of your feedback and will be on the lookout for any future emails. Feel free to reach out with any other questions as well. We’d love to help however we can. All the best, Jordan, Customer Service