Route Protection and Tracking
Shipping Insurance & Immersive Order Tracking | Route App
Rating
3.8
feedback
430
chart
#2,387
All reviews
Rating Breakdown
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June 20, 2023
This app is annoying calling and emailing with unsolicited requests, refusing to respond by email, they only want to talk over the phone, forgetting it is online business, ecommerce - digital economy. They do not adhere to Shopify framework, they want you out of your Shop to create a login on their side while most of the app out there would use Shopify's framework starting with seamless and pleasant login form within the Shopify. So this is not a native Shopify app but some interface to their system, you have to go elsewhere, maintain yet another account (and accounting!). Sales tactics are annoying and marketing collateral is unhelpful defeating the purpose of the online business, which is... online! Phone books are obsolete! We never asked for anything of them, somehow they bought our address and been sending unsolicited offers and calling us pretty annoyingly. We refuse to create accounts outside of Shopify and uninstall apps not supporting Shopify's SSO, demanding creating accounts on their end. We also refuse to take unsolicited calls and in general despise all spam. Any "paracite" app leaching off Shopify sellers' hard work should not be placing unreasonable demands or burdens on Shopify sellers, should be thinking how to adhere to Shopify frameworks and be more usable and user friendly. Apps that demand a separate login and a credit card outside of Shopify should be banned from the Shopify App Store.
Hi there, we deeply apologize for the unfortunate experience you had. Our utmost priority is to assist directly with any shortcomings and make things right for you. We will be contacting you within the next 24-48 hours to discuss how we can address and resolve the issue. If you have any further requirements, please feel free to reach out at any time through our Help Center or live chat: https://route.com/help-center. All the best, Leea, Customer Service
April 18, 2023
I have NEVER have people with an app phone me, and better yet so rudely demanding that I respond to the collaborator request. A request that was merely a week old and which they had sent ONE email about NO followup. They quoted my email, etc. as if I am supposed to leap at Route's request. People have lives, people have jobs & people may also have other businesses to run. The sense of self importance from the ROUTE staff was just absolutely unprofessional & appalling.
Hi there! We are sorry to hear about this experience. We strive to provide our collaborators with professional and respectful service and we apologize if we fell short of those expectations as well as for any inconvenience caused by our follow-up. We appreciate your feedback and will take this as an opportunity to review our communication and collaboration processes to ensure that we are providing a better experience for our collaborators in the future. If you run into any other questions or concerns you can reach out to us via our Help Center here: https://merchants.help.route.com/hc/en-us. Our team will always be happy to assist! Take care, Leea, Customer Service
April 12, 2023
I have never written a review but I felt like I had to in order to WARN YOU of route's FRAUDULENT business model. They do not honor anything they claim to protect. They just say, this claim did not fit our protection policy. they make money off of you and PISS your customers OFF! We are currently self insuring our packaging, we are very happy and immediately send a replacement in case of a loss or damage and we are in control of our customers happiness and the money WE KEEP kind of evens out WITH THE MONEY OF LOSS. SO, if route is legitimate, how can they make profit and satisfy your customers? THE ANSWER IS THEY DON'T, THEY ONLY MAKE MONEY AND LEAVE YOU AND YOUR CUSTOMER PISSED. UTTER DISRESPECT.
Hi there! Thank you for taking the time to provide us with your feedback. We are sorry to hear about any issues or miscommunications while using our protection feature. That is certainly not the experience we aim to give! Please note that Route provides protection assistance in the event that a customer's order is lost, stolen, or damaged during transit. Our team follows our set claims policies, which can be found here: https://shoppers.help.route.com/hc/en-us/articles/6017831679511-Route-Package-Protection-Policies. Furthermore, customers paying for Route Protection will have the option to click the Route Protection fee on or off when checking out. If you or your customers have any questions about our policies or a filed claim, please don't hesitate to contact our team at any time through our Help Center, which can be accessed here: https://merchants.help.route.com/hc/en-us. We are happy to help in any way we can. Best regards, Leea, Customer Service
April 4, 2023
Route is a ripoff. Route controls how much your customers pay to protect their packages. They raise the rates as your claims increase (like it's your fault). Merchants have no control over the claims process so if a customer files a legitimate claim and is denied by Route, the merchant is out of pocket for the replacement. All of this is done while Route sits back collecting all the money your customers pay for shipping protection. I recently switched to Navidium Shipping Protection, which gives me 100% control over the claims approval process, acts as an upsell in your store so, as the merchant, you get to keep the money charged for shipping protection, AND I get to set the price of the shipping protection for my customers. All for a nominal monthly fee. Its a WIN for me! Don't download this app. Get Navidium instead.
We appreciate your feedback regarding your experience with our platform. We apologize if our service did not meet your expectations. We would like to clarify that Route's claims process is designed to protect both our customers and merchants, by ensuring that all claims are thoroughly evaluated and investigated before being approved or denied. We understand that it can be frustrating to have claims denied, and we strive to make our claims process as fair and transparent as possible. That being said, we are always looking for ways to improve our service, and we thank you for sharing your experience with us. If you have any further questions or concerns, please do not hesitate to contact our support team through our Help Center here: https://merchants.help.route.com/hc/en-us. Best regards, Leea, Customer Service
March 1, 2023
Very very disappointed with the service from Route. They increased our prices and broke our check out cart - on chat will raise the issue and the agent then just disconnected the chat without any information or follow up via email
Hi there, Thank you for sending in your feedback! We are sorry to hear of any miscommunications or delays while working with our team. We would be happy to discuss the details of the Premium Rate changes, and the issues surrounding your checkout cart as soon as possible so we can assist with a solution. Feel free to contact us via chat on our Help Center here: https://merchants.help.route.com/hc/en-us and we will be there to help! Thank you, Leea, Customer Service
April 25, 2023
Edit - Since writing this review we continue to have issues. Route again asked us to replace an order at our expense and promised us reimbursement within the week, it is now going on 2 weeks with daily follow ups where we are repeatedly lied to and told that the money has been paid when it in fact hasn't. They are falsifying information in the dashboard and not making payments even when they say they are - extremely fraudulent and dishonest company. STEER CLEAR UNLESS YOU WANT YOUR MONEY STOLEN. We have since found an honest and efficient company who offers far better and honest service and actually reimburses your money in a timely manner or reimburses direct to the customer. Honestly have found the whole experience disappointing. When we signed up we didn’t realise we pay for the replacements and reimbursements up front, they refund direct from your Shopify store and create unpaid replacement orders without notifying you, meanwhile Route continues to debit their fee, so we are essentially paying them to provide the service for them and they don’t even tell you that they process claims in this sneaky manner. They debit their money every 2 - 3 days, but then we wait sometimes months for reimbursements so we are out of pocket for long periods. We don’t have an account manager and contact is complicated and confusing. We have also recently learned that we are charged nearly a $50 fee per reimbursement. We were never told this at time of sign up and were not given options. We will be looking for a more honest and reliable provider. Also, expect the customers premiums to go up if your customers actually make claims. Apparently you are penalised for using the claim service.
Hi there, Thank you for reaching out to us regarding your experiences. We are so sorry for any miscommunications or confusion that occurred during the billing/reimbursement process at Route. In order to provide a great customer experience, the small Route Protection fee is initially collected by the merchant after a customer orders their items and chooses to add Route Protection to their order. We then have the merchant transfer that small Route fee for the insurance back to Route - typically on a weekly basis. When Route reorders or refunds a claim filed by one of your customers, we use our claims automation system to complete this process within seconds in the merchant’s platform and will reimburse you back for those claims resolved. The process is ideal for both the customer and the merchant as it’s incredibly efficient and effective to solve customers’ claims as quickly and correctly as possible. If you have remaining questions or concerns regarding your reimbursements and billing with Route, we encourage you to contact us using our Live Chat feature in our Merchant Portal here: https://merchants.help.route.com/hc/en-us. We would be happy to help. Our apologies again for any miscommunications, and we’d love to continue to partner with you. Have a wonderful day, Leea, Customer Service
Oct. 6, 2022
We used the app for several years but support stopped responding to me when I asked with help uninstalling The app has been glitchy in our cart for several months and support always told me it was working as expected I wouldn't recommend this app to anyone
Hi there, We appreciate you taking the time to send in your feedback, and I am so sorry to hear of these concerns. Our team would be happy to connect with you to help resolve any issues you are experiencing. Please feel free to contact your designated Customer Success Manager, or reach out through our help center here: https://route.com/help-center, at any time. Best, Leea, Customer Service
Sept. 20, 2023
They were once great. But their customer service changed drastically and not for the better. A change in their code messed up our checkout and our customers could not check out. We dont know how much money in sales we lost due to this. Our guess is between $3000-$5000 in lost sales. I tried to get my account manager to meet with me to talk about my account and strategy but he refused and kept sending me to the automated system. In the past my account manager was amazing and made me feel so supported. In the end he stopped responding to my email and the thread was left unfinished. I was sad to leave an App I once loved so much. But if it isn't servicing your business, as a business owner, you have to move on. I have found a much better solution in another app.
Hi there, Thank you so much for your review! We are so glad to hear this. If you had any additional feedback or questions, you are more than welcome to contact us at https://help.route.com/hc/en-us, and we will be there to help! All the best, Leea, Customer Service
Sept. 14, 2022
This is the worst app to work with. Very shady business!!! Creating orders on my store without consent or notifying, refunding orders without my consent and without notifying me. Has not been approving claims due to "Cosmetic damage". DO NOT WORK WITH ROUTE, WORST MISTAKE I HAVE DONE!!!
Hi there, Thank you for sending in your feedback. I am sorry to hear that your experiences with our product and team have not been the experience we aim to give. If you have questions or concerns regarding replacement orders and refunds or our policies followed when approving and denying Order Issues you are more than welcome to reach out to your designated CSM directly or to our team through this link: https://route.com/help-center. We are here to help! Take care, Leea, Customer Service
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 CSM@route.com. 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 csm@route.com, 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