Route: Post‑Purchase Platform
Shipping Insurance & Immersive Order Tracking | Route App
Rating
4.0
feedback
408
chart
#697
All reviews
Rating Breakdown
Review RSS Feed
July 29, 2022
Just downloaded Route for our store. I asked route to download their app on a duplicate theme to make sure things go smoothly. Horrible, many of their widgets are active on our LIVE THEME without me even knowing and made many bugs in our cart system. Lost more than half of our revenues in three days. Trying to get my manager to call me ASAP, she says "we have a meeting coming up". This is a horrible experience so far! Can't believe this!
Hi there, Thank you for taking the time to give us your feedback! We do strive to give the best possible support for every situation, and we apologize that we missed the mark here. After review, it looks like our Implementation team was able to send you some detailed information on Friday, July 29th surrounding the concern you were running into, and I am so glad they were able to offer you that assistance! If you haven't already, you can reach out to your CSM Cameron, directly and he will be able to schedule a call with you to go through some of your preferences moving forward. You can also reach out to our team here: https://help.route.com/hc/en-us at any time and we will be happy to step in and assist. Take care, Leea, Customer Service
May 9, 2022
We had this app in our store for a while before noticing that it was messing with the way our cart functioned. We had a lot customers email in letting us know that when they tried to remove the shipping protection from the cart, it would remove another item. We showed Route this issue and they told us that they would get it resolved. After multiple emails back and forth over months with our account manager Kolby, they just stopped responding and gave up I guess. It is just disappointing to be lead on whilst you could have moved on to another solution. It just sucks to edit all of our FAQs and things now and then start looking for a different solution.
Hi there, Thanks for reaching out! I am sorry there have been issues with your removing Route from your customer's cart as well as haven't heard back from your account manager. I understand how frustrating that can be since you have been working out this issue for months! I Again, I am sorry for all the trouble you have had with Route working on your site. Please feel free to reach out to our team if you have further questions at: https://routeapphelp.zendesk.com/hc/en-us Best, Bianca, customer service
April 15, 2022
Banner is not showing properly on mobile and desktop. Option does not appear at checkout. Contacted customer service atleast 5x for days and NO RESPONSE. Terrible service!
Hi there, Thanks for taking the time to reach out. I am sorry you had a delayed response regarding your banner! I do see one of our agents was able to get you taken care of. We appreciate your patience on the matter and please reach out if you have any further problems regarding your banner. Thanks and enjoy your day! Best, Bianca, customer service
March 31, 2022
As the logistics manager for the shop, I've contacted Route support multiple times now regarding an issue where the system doesn't allow us to pass step 9 of onboarding. The app allows us to go through the entire process and clicking the "continue" button of step 9 would be the final action to take. However, no matter the device or browser used it simply does nothing. When it's closed out and relaunched It is stuck on a limited access portal screen. We have had to delete and reinstall the app multiple times with no luck. I am sure this is internal because a few days ago I set up this app on another store. So it seems like there is an issue completeing onboarding on this shopify account. I am only giving it 1 star because at the very least we should have received a response from support. They have never replied or contacted us back. I hope we never need support with the other shop.
Hello there, Thanks for taking the time to reach out! I am sorry you have had any problems with your onboarding experience. I do see we responded on April 1, 2022, with a possible solution. If that doesn't work, please respond back to that email and we would be happy to help you further. We appreciate your patience regarding your onboarding and look forward to hearing from you. Thanks, Bianca, customer service
March 4, 2022
My experience with Route was the worst I've had with any Shopify app. They have everything set up nicely to entice you to sign up and make sure they get paid from your customers opting in for protection. It took 40 days for me to get my claim reimbursed and countless excuses as to why week after week I couldn't get my payment. Also, be prepared to pay for the claims yourself then fight to get your money back from route. They don't send notification before the charges are reversed or when a claim is filed just be prepared to be surprised by a negative balance in your shopify store. It took me contacting Shopify merchant support to get my claim reimbursed. I definitely do not recommend this app.
Hello there, Thanks for taking the time to reach out. We're sorry for any issues regarding your reimbursements. I do see there was a bug in the software we use that caused delays in receiving your reimbursement. I understand how incredibly frustrating that can be. However, it was fixed and you should be receiving your payout. For any claims paid outside of those filed with Route, we require the merchant to let us know so we can reimburse them. I do apologize if this causes any inconvenience. Please reach out if you have any further questions at: https://routeapphelp.zendesk.com/hc/en-us Thanks, Bianca, customer service
Feb. 25, 2022
nope, very difficult to get a hold of someone and when you do they tell you to email someone else. It has been 2 months and still have yet to get someone to answer my question.
Hello there, Thank you for reaching out. We are sorry you have had trouble reaching out to someone to answer your questions. I do see we had to have our billing department look over those charges for you and a customer success manager will be reaching out to go over any discrepancies. You can also access your billing information here: https://dashboard.route.com/admin/reimbursements We truly appreciate your patience and will be talking with you soon! Best, Bianca, customer service
Jan. 10, 2022
Do not download this app. It is diffcult to install and when you email for help nobody responses or they transfer you to a different department that takes even longer to respond. I have a business to run I get a lot of orders, I can't wait all day for you guys to have some professionalism and help me with your app.
Hello there, Thanks for taking the time to reach out. We are so sorry you have had a rough time installing Route. We can understand how frustrating that can be. If you are still not fully installed, please reach out to [email protected]. Our team would be happy to help you finish getting that set up. If you have any other 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
Jan. 5, 2022
Does not uninstall and still on my store. STAW AWAY. can some one help take this app off my store?!
Hi Reine, Thank you for bringing this to our attention. We are sorry for any confusion on uninstalling Route. I would be frustrated if I was in the same situation. We would be happy to guide you on this matter. If you reach out to our Onboarding team, they would be happy to help you! https://help.route.com/hc/en-us/requests/new?ticket_form_id=360001446393 I also see we tried reaching out on 1/5/22 and you can reply to that email if that is easier. We want to make sure we are able to help you remove Route from your store. Thank you for your patience and we look forward to hearing from you! Best, Bianca, customer service
Jan. 1, 2022
Does not uninstall, code is still on website. No instructions. Should not be allowed in app store. Stay away.
Hi there, Thank you for bringing this to our attention. We are sorry for any confusion on installing Route. We can definitely see how frustrating that could be. We would be happy to guide you on this matter. If you reach out to our Onboarding team, they would be happy to help you! https://help.route.com/hc/en-us/requests/new?ticket_form_id=360001446393 I also see we tried reaching out on 1/4/22 and you can reply to that email as well. Thank you so much for your patience and we look forward to hearing from you! Thanks, Bianca, customer service
Nov. 11, 2021
PLEASSSSE whatever you do, DO NOTTT get this app!! I've had this app for a few months and everything was going great until I had my first claim. They refunded the customer FROM MY ACCOUNT, without MY KNOWLEDGE. You can't call them only email. Once I emailed them about the refund. I deleted the app. I received a email about getting reimbursed for the refund and I needed to make sure that my account information was up to date. An hour after I updated my information, my card was charged 14 times. I've turned my card off and I've gotten 5 more notifications that my card has been declined as my card is off. ALL CHARGES ARE FROM RPT! I've called Shopify and sent them pictures and I will be going to my back in the morning. PLEASE TAKE THIS AS YOUR WARNING. It's not worth it.
Hello there, Thank you for taking the time to write a review. We are sorry to hear you haven't had a good experience using Route. We would be happy to clarify any confusion. Route will refund the order subtotal and taxes to the customer's original payment method, and issue a reimbursement to the merchant for the same amount. If you have more questions on how this works you can use the article here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform- However, you definitely should not have 15 charges on your card. If you could email us at [email protected], we would be happy to look into this matter for you. We appreciate your patience on this and we look forward to hearing from you. Thanks, and enjoy the rest of your week! Best, Bianca, customer service
June 21, 2023
Route is a hassle, since we switched to another company after Route increased their prices none of our customers are able to file claims. All claims have to be done trough their customer service. They Policy is poorly written to the point that makes me believe it is on purpose so they can cover the orders that they want. Awful experience
Hello there, Thanks for writing this kind review! We are happy to hear we have been able to provide a good experience for your customer. 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, and enjoy your day! Best, Bianca, customer serivce
Nov. 8, 2021
DO NOT INSTALL THIS SHAM!! I have been using these people for over 16 months, 90% of my customer choose to use them at checkout. This past week, I got my 1st claim, I thought they are suppose to support us, if something happens, meaning- payout the customer from their insurance, instead they refunded the customer from MY account? Wait, what? I am so confused as to why that happened, they didnt even email me to notify whats going on or ask any questions, but also low & behold, the customer found her package & says she canceled the claim, Im fuming I was just scammed. Im getting rid of Route immediately. & customer service? None!
Hello there, Thank you for taking the time to write a review. We are very sorry about the experience you have had using Route. We would be happy to clarify any confusion. Route will refund the order subtotal and taxes to the customer's original payment method, and issue a reimbursement to the merchant for the same amount. If you have more questions on how this works you can use the article here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform- We appreciate your patience on this matter. If you would like further clarifications or a reassessment of any claim, please reach out to us at: https://help.route.com/hc/en-us and we’d be happy to assist. Thanks and have a great day! Best Bianca, customer service
Nov. 1, 2021
We have been using this service for a couple of months now. Almost every customer selects it at check out. BUT route denies every claim. So disappointing. This was supposed to help customers feel more secure about packages being protected but this app is such a letdown. We will be going back to our old insurance app.
Hello, Thanks for taking the time to write a review. We are sorry to hear you have a less than exceptional experience with Route. We would be happy to go over any issues you feel have wrongly been denied. You can contact our team at: https://routeapphelp.zendesk.com/hc/en-us We want to make sure we make things right for you and your customer. You can also reach out if you have any other questions. Thank and enjoy the rest of your day. Best, Bianca, customer service
Oct. 6, 2021
I have been trying to install and get this app working on my store for last 1 week. Extremely difficult to get hold of customer support. Only have an email option. Email responses are slow.
Hi there, Thank you for bringing this to our attention. We are sorry you have had any issues with getting Route set up. We would be happy to help out with any issues you have had. We do apologize we only offer email responses at this time and I sincerely apologize for the delay in responses. If you come across any other 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! Best, Bianca, Customer Service
Sept. 29, 2021
The dashboard on this app has been almost useless for us. It will only show you 7 day views and nothing is able to be exported. We were expecting a much better UX and feature set based on having several calls with the Route team that unfortunately was not there. Now we're already removing the app (which all our customers have now seen) from our store just a month after launching. Was not worth the hassle it's created.
Hi there, Thank you for bringing this to our attention. We are sorry Route's dashboard wasn't able to hit your standards. We can definitely understand how frustrating that can be. I do see you have been in contact with your CSM about your concerns and she has been able to pass along this feedback. If you come across any other questions or concerns, please don't hesitate to reach out at https://routeapphelp.zendesk.com/hc/en-us. Thanks and have a great rest of your day! Best, Bianca, customer service
Sept. 23, 2021
its impossible to get someone on the phone even if you are a merchant. Customers are not able to file claims! What is the point of this service?
Hi there, Thank you for bringing this to our attention. I am sorry for any trouble your customers are having filing issues. We do see the last time an issue was filed was 9/27/21. We would be happy to guide any of your customers who are having trouble submitting an issue, and currently, we only offer email support from our support team. We have reached out to your CSM and they should be reaching out to you about any concerns you may have. In the meantime, if you come across any other 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. 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.
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
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 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