Route Protection and Tracking
Shipping Insurance & Immersive Order Tracking | Route App
Rating
4.0
feedback
417
chart
#1,555
All reviews
Rating Breakdown
Review RSS Feed
Aug. 23, 2021
We appreciate the service that Route offers. There are some features that we feel need to be improved for the future however this app allows us to offer our customers top notch customer service.
Hello there, Thanks for taking the time to write this review. Route prides itself on offering world-class customer service! We are sorry to hear some features aren't to your standard. If you have any concerns or suggestions, we would be happy to take them at: https://routeapphelp.zendesk.com/hc/en-us Thanks for the feedback and reach out if you need anything else! Enjoy your day, Bianca, Customer Service
Aug. 23, 2021
The customer support is top, and the product team is constantly taking in feedback and making those updates to make the platform the best for both the brand and its customers!
Hello, Thank you for writing this wonderful review! Route prides itself on offering world-class customer service! We are fortunate to have partners who help us be better. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Enjoy your day, Bianca, Customer Service
Dec. 2, 2021
Very solid, always looks for solutions and response time and resolution has gotten much quicker since we started! We have a really fabulous rep, Katie, who has been extremely helpful with solving issues. We have a unique product that requires extra attention with shipping/damage issues and she's gone above and beyond to make Route work for us. We really love Route!
Hi there, Thanks for the kind words! Route prides itself on offering world-class customer service and we are happy to hear we have been hitting your standard of support. If you come across any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a wonderful day, Bianca, Customer Service
Aug. 20, 2021
While we've not been with you long, your customer service is amazing! They are always there to answer our questions quickly and fully. Training was helpful and the system is very easy to use and understand
Hi there, Thanks for the wonderful review! Route prides itself on offering world-class customer service. We are thrilled to hear you have had an amazing experience with us thus far. If you come across any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a wonderful day, Bianca, Customer Service
Aug. 19, 2021
Been with Route for over a year now and it still amazes me! I am thankful to have this relationship, for all the help it provides to our customers, which ultimately helps our company. From day 1 Route began resolving customer issues. They continue to adapt to our business and the technological needs of our market/customers/regulation etc. We also have the Best Customer Success Manager (Makaylen) who keeps on top of our company's needs and options and communicates this to us. To the future! Thank you Route!
Hello, Thank you for writing this wonderful review! We're thrilled to hear you have had a good experience using Route! Here at Route, we pride ourselves on offering world-class customer service and peace of mind for merchants! We feel very fortunate to partner with you. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Thanks again, Bianca, Customer Service
Aug. 18, 2021
The integration process was easy, and our Reps, Easton and Karlee are super knowledgeable and very quick to respond. We are early in the adoption process however Route has already deflected several issues from our Consumer Affairs team. I expect this number will only grow from here!
Hello, Thanks for taking the time to write this kind review! We're thrilled to hear you have had a good experience using Route! Route prides itself on offering great customer service and we are pleased your account managers have been helpful. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a wonderful day, Bianca, Customer Service
Aug. 17, 2021
Route is a good service to use as it takes care of a lot of the issues we simply do not have time to deal with. They work very quick and easy so far we have had nothing but good things to say about the app. They are the solution we have been looking for .
Hello, Thank you for taking the kind words. We're happy we can provide the solution for package protection. Route prides itself on offering great peace of mind for merchants and their customers through our package protection and world-class customer service! Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a nice day, Bianca, Customer Service
Aug. 17, 2021
Customer shipping and lost package claim processes have always been a pain in the butt. With Route, customer issues have been handled very promptly and to the satisfaction of both our customers and our internal team.
Hello, Thank you for taking the time to write this kind review. We're happy to hear you have a good experience using Route! Route prides itself on offering peace of mind for merchants and their customers through our package protection and world-class customer service! Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a nice day, Bianca, Customer Service
Aug. 17, 2021
Everything so far has been an awesome experience. We haven't had a claims or anything yet but our customers seem to really like the added protection offered through Route. Customer service has been great as well. Our account manager just reached out to us to show new features and to see how we were doing. He is very pleasant to work with. No complaints here. Thanks Ahseante!
Hello, Thank you for writing this wonderful review! We're thrilled to hear you have had a good experience using Route! Route prides itself on offering great customer service and we are pleased your account manager has been helpful. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Thanks, Bianca, Customer Service
Aug. 11, 2021
Started off great, app was working well. Then our checkout started crashing on mobile, this continued to happen and our abandoned cart rate skyrocketed. Even after we deleted the code and the app, the route text stayed on our checkout, we have lost thousands of $ in sales due to this app. They have said they will fix the issue but never do, then they asked us to reinstall the app, and it started affecting the checkout again, such a joke, no compensation just excuses.
Aug. 11, 2021
It's a simple idea, yet effective. We really like that the app is free and it gives our customers an option to protect their order. We like the added tracking information and automated emails.
Hello, Thank you for writing this wonderful review! We're happy to hear you have a good experience using Route! Route prides itself on offering great peace of mind for merchants and their customers. If you have any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a great day, Bianca, Customer Service
Aug. 10, 2021
We heard about Route through ShineOn during a FB live session or zoom or something like that. We were made to understand that there was no cost to merchants and 1% of the cart value to be paid by the customer which seemed like a bargain based on what the big-boy carriers charge for "insurance" and how cumbersome their claim processes are. We couldn't see a downside. So we pulled the trigger. We got very good onboarding assistance but then had to do a ton of manual work when we had some shopify updates to our store. It took a lot of time and frustration to finally get Route operational on the store. Once it was there, we had about 50% take rate on customers leaving the switch on upon checkout. After several months, we have had a single customer claim and it was handled beautifully. Based on that, we decided to go the extra step and add route at no cost to the customer for every item in our store. It was a customer service and loyalty based strategic decision -- it took only 2 emails to Route and it was all done on their side. I had no additional work to do to our store. Simple, stupid, easy, breezy. When we received the first invoice after the switch, I was disappointed to find that our charge wasn't 1% of the cart as had been represented on the ShineOn session we'd attended but "up to 2%" of the cart and we're definitely being charged "up to 2%". Yes, when I looked today to read all the fine print, there is a statement regarding "cart value up to 2" but that wasn't what had been represented at the initial presentation. Logic would seem to say that when Route is assured of a steady stream of revenue from an e-commerce store having chosen to provide their product/service on every sale that the rate would be at the low end, not even at the middle and certainly not on the high end. Sort of similar to how credit card processing fees, tiered volume/quantity discount pricing or wholesale vs. resale pricing works. Instead it feels kind of like being an established cable or cell phone customer and not getting the best deals like a new customer gets. Long story short for Route: it's a customer satisfier, it takes a layer of customer service work away from my day to day and it's relatively simple to get functional on a Shopify store. I just wish their "best" pricing applied to shops who gave them the vote of confidence by putting their protection on every order. So room for that elusive 5th star if they get their pricing in order...
Hi there, Thank you for the review! We’re thrilled to hear setting up Route was a simple experience for you. We are, however, sorry to hear the fees were not clear. We understand how frustrating that can be. I am glad you were able to connect with one of our team members. Thank you for providing us with feedback on what we can add to our merchant help center and information that would be helpful for new merchants in the future. You can contact us at [email protected] if you have any other questions about your pricing. Thanks for your patience and we hope to hear from you soon. Thank you, Bianca, Customer Service
Aug. 9, 2021
So far so good. I had some technical issues with the app and received immediate help which was quite the relief and greatly appreciated.
Hello, Thank you for writing this wonderful review! We're thrilled to hear our team was able to get you taken care of. Route prides itself on offering great peace of mind for merchants and their customers through our package protection and world-class customer service! Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a great day, Bianca, Customer Service
July 30, 2021
The app was installed okay and works. Customers are just not using the service. https://www.kinkytoy.store/
Hi there, We're sorry to hear your customers have not been using Route as much as you had hoped. Thank you for bringing it to our attention. At Route, we pride ourselves on offering world-class customer service, and we’d like to take a closer look and find the best way to make Route work for you and your customers. Please contact us at [email protected] and we'll help any way we can! Have a great day! Bianca, Customer Service
July 27, 2021
Doesn't work! Can't change or delete the variants they always come back on a refresh. So frustrating, Deleteing the app and looking for an alternative. Not good.
Hi there, Thanks for taking the time to share this feedback. I am sincerely sorry for any frustration the variants may have caused. While it is possible to change the SKUs, the variants cannot be changed. I apologize for any inconveniences this may have caused. We’d be happy to help you with any questions you have regarding Route related to this or any other issue. You can contact us at [email protected] and we'll help any way we can! All the best, Bianca, Customer Service
July 22, 2021
The best part of it is peace of mind, no longer worrying about having to cover the cost of lost and damaged packages. Admittedly, we have not had any claims in quite a while but, when we did, the experience was good and the account executive streamlined the claims and overrode a rejection.
Hello, Thank you for writing this wonderful review! We're happy thrilled to hear you have a good experience using Route! Route prides itself on offering great peace of mind for merchants and their customers through our package protection and world-class customer service! We feel very fortunate to partner! Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a great day, Bianca, Customer Service
July 2, 2021
Amazingly useful app, no more are the days of sitting on hold with USPS, hunting down packages, sending customers through the wringer with some of these pesky shipping companies, and dare I say the end of friendly fraud! They're very easy to get into contact with, ask questions, get things done, and they make it so easy to send our customers directly to them! Our rep, Aaron is very prompt and incredibly helpful. I would recommend this company to anyone using a Shopify store, especially if you have issues with shipping, packages being lost, etc. Thanks Route!!
Hello, Thank you for taking the time to write this lovely review! We're happy to hear your questions are being in a prompt manner and I’m thrilled to hear how helpful your account executive was. We feel very lucky to partner with you and want to ensure we continue to help your mission for inclusive and meaningful products. If you run into any future questions, please feel free to reach out to your CSM directly, or our team at: https://routeapphelp.zendesk.com/hc/en-us. We'd love to assist however possible. Have a great day, Bianca, Customer Service
June 17, 2021
I was having trouble with my Checkout button disappearing. I have reached out to support and was advised that this is not a Route issue. When I don't have Route installed everything works fine. This issue is caused by the Route code being placed in the wrong spot. I had to do the coding myself due to no response to an email that was sent to Chris. Route is refusing to help and advised to me to locate a web designer. I am forced to delete the app due to no assistance with the incorrect coding
Hi there, This is an uncommon issue, so thank you for bringing this to our attention! At Route, we pride ourselves on offering world-class customer service, and we'd like to dig into why the installation was a subpar experience. We’d like to take a closer look and help with any questions that come up while adding Route to your site. You can contact us at [email protected] and we'd love to help any way we can! Have a great day, Bianca, Customer Service
June 17, 2021
"Working with Cyntia has been so great and you guys have always been helpful and accommodating to all our needs. Your response times are fast and the customers that utilize route haven't had a whole lot of issues. It is much easier to work with you all than with USPS when it comes to issues with missing or damaged packages."
Hi there, Thank you for the kind words! We're happy to hear your Customer Success Manager and the support team have been helpful. We are glad we could be your solution for your package protection. If you run into any future questions, please feel free to reach out to your CSM directly, or our team at: https://routeapphelp.zendesk.com/hc/en-us. We'd love to assist however possible. Have a great day! Bianca, Customer Service
June 9, 2021
It was great when they started, but it quickly became a scam. Route provides an inferior service than we provide our customers. Our SLAs for customer service responses are much faster, whereas Route will take over a week to answer a legitimate customer claim. Ultimately, they've been making money off our website and offering a poor insurance solution to our customers. In the process, we lost money and our reputation got harmed. Their customer service (that was amazing before) could only shrug and apologize. The app works technically well... but the service they provide is really subpar.
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 answer questions about the process. First, we want to apologize for any delay in response to your customers. The Route team works hard to respond to every claim in a timely manner, and we understand the impact a delayed response has on the customer experience. We apologize for any delays that may have happened. We know this doesn’t always make for a great experience for customers. Second, we understand the importance of the post-purchase experience and the impact it has on your reputation and revenue. Package protection should be a good, easy experience for you and your customers, which is why we're happy to assist further if you feel any claims have been wrongfully denied. Please reach out to [email protected] with claims you'd like us to revisit, and we'd be more than happy to double check issues. Our team has been notified and we'll be on the lookout! Our goal is to always do right by merchants and their customers, so if mistakes were made, we'll catch them. Feel free to reach out with any other questions as well. We’d love to help however we can. All the best, Bianca, Customer Service