Route Protection and Tracking
Fuel Growth with Order Protection, Package Tracking & More
Rating
3.6
feedback
333
chart
#4,899
All reviews
Review RSS Feed
Feb. 20, 2024
Run away! This company takes your money and doesn’t refund it. As a small business owner, I am telling you to avoid the headache of dealing with these individuals, we already have enough on our plate.
Hi there, We’re disappointed to hear about your experience, and we want to make things right. A member of our team will reach out to you directly to find a solution. Best, Skylar, Customer Success
Feb. 20, 2024
Route is awesome! We've been using it for years and both their product and support team have always been reliably great.
Hi there, Thank you so much for your positive review! We're thrilled to hear about your great experience. If you ever need anything, feel free to reach out. We appreciate your support! Skylar, Customer Success
Feb. 15, 2024
This is a great resource for any business to protect orders, give customers a sense of peace and assurance plus the support from the app is top notch. Definitely recommend.
Hi there, This made our day! Thank you so much for your support—we’re thrilled to hear that you’re loving Route. If you have any suggestions or feedback in the future, we'd love to hear it. Have a wonderful week! Skylar, Customer Support
Feb. 9, 2024
Worst customer service, I don’t recommend i am moving to other company. They don’t help and neither provide support. Just waste your time and money when you needed customer support
Hi there, We’re disappointed to hear about your experience, and we want to make things right. A member of our team will reach out to you directly to find a solution. Best, Skylar, Customer Success
Feb. 6, 2024
Correspondence is very pleasant and replies are sent in a very timely manner! Thank you!
Hi there, Thank you so much for your positive review! We're thrilled to hear about your great experience. If you ever need anything, feel free to reach out. We appreciate your support! Have a wonderful week! Skylar, Customer Success
Feb. 8, 2024
Very poor response time to emails. Its been 24hrs and no response at all Update After many chats with Route - finally they resolved our issue. This should not be the case - there should be a timely response from Route support no matter what. Now I have the Customer success managers asking if support via Chat is better or email and to update review accordingly. My review still hands - increased it 2 stars but the response for my ticket took over a week which is ridiculous and not acceptable.
Hi there, We appreciate your feedback and apologize for any inconvenience. Your experience is important to us, and we want to make things right. A member of our team will reach out to you directly to work on a solution. Best, Skylar, Customer Support
Jan. 30, 2024
Great service
Hi there, Thank you for this positive review! We're so glad that Route’s been able to help support your business. If there's anything else we can do, please let us know. Have a great day! Skylar, Customer Success
Jan. 30, 2024
We have been using Route for over 4 years now. Hands down it has been one of the biggest game changers for our company and has saved us tens of thousands of dollars in shipping and product, as well as countless hours of TIME. I recommend Route to anyone who runs an ecommerce site for ease on your CS team and saving on shipping/product costs.
Hi there, Thank you so much for your positive review! We appreciate you partnering with Route to navigate customers’ post-purchase experience. We look forward to continuing the adventure with you. Have a wonderful week! Skylar, Customer Success
Jan. 24, 2024
I accidentally messed up and deleted Route and was having a time trying to get it back on my store front.. Skylar saved the day Thank you for great customer support
Using app
Over 2 years
Total reviews
3
Average rating
4.3
Hi there, Wow, thank you for the review! We love that Route’s been able to help support your business! If there's anything else we can do, please let us know. Skylar, Customer Success
Jan. 17, 2024
This insurance helps our customer claim their packages quickly and efficiently. We also appreciate the customer service.
Hi there, Thank you so much for your positive review! We're thrilled to hear about your great experience. If you ever need anything, feel free to reach out. We appreciate your support! Have a wonderful day! Skylar, Customer Success
Jan. 12, 2024
Route offers a very simple and efficient way to create and process the claim. Their customer service is very prompt and efficient. One can get ahold of an actual person to resolve an issue within reasonable time. Their website is clear and easy to nativegate. And the claim process time is very reasonable.
Hi there, Thank you for your review! We love that Route’s been able to help support your business! If there's anything else we can do, please let us know. Have a great rest of your day! Skylar, Customer Success
Jan. 11, 2024
Hi there, Thank you so much for your positive review! If you ever need anything, feel free to reach out. We appreciate your support! Have a great day! Skylar, Customer Success
Jan. 9, 2024
We have had Route for a few months now, but I wish we had it sooner for our shop! We had a VERY rude customer claiming she didn't receive a FedEx package. We looked at the tracking together and she even confirmed that the photo of the package was on her front porch. She took NO accountability for needing to file a claim on her own, but I was finally able to walk her through the Route process. Route approved her claim as "theft" and she was refunded. I then had some questions regarding our company reimbursement that were answered very clearly through the Route Merchant Support. As rude as the customer was and as much as I didn't want her to receive a refund, I do feel like both the customer and my company were able to have a good resolution, ALL BECAUSE OF ROUTE!
Hi there, Wow, thank you for the review! We appreciate you partnering with Route to navigate customers’ post-purchase experience. We look forward to continuing the adventure with you. Thanks, and have a great rest of your day! Skylar, Customer Success
Jan. 3, 2024
Extremely happy with route!! Our customers have experienced an easy, fast and efficient process of filing a claim and being reimbursed. We are so grateful the hassle of lost/stolen mail is handled so well for us and our customers with route. A special shout out to Maddi for always handling issues effectively and right away for us!
Hi there, Thank you so much for your positive review! We're thrilled to hear about your great experience, and that you've found Route and our team to be quick and efficient. If you ever need anything, feel free to reach out. We appreciate your support! Have a great day! Skylar, Customer Support
Dec. 19, 2023
I was skeptical as to whether my customer would opt in to Route. I have been pleasantly surprised as to how popular this protection option is. Our conversion rate improved and while we have made only a few claims, each claim has been approved in minutes. I am very pleased with Route and highly recommend.
Hi there, This made our day! Thank you so much for your support—we’re thrilled to hear that you’re loving Route. If you have any suggestions or feedback in the future, we'd love to hear it. Have a great day! Skylar, Customer Support
May 24, 2025
They promise fast replies and resolutions, but every time we need a reimbursed claim, I have to chase them down. Their customer service is bad, and they can take up to 4 days to reply, if they ever even reply at all The people who got me onboarded and convinced with this are nowhere to be found, and their emails just bounce. Not happy with how difficult they make this app Seems like they make it really hard for anyone to get their money back from claims STILL having so many issues with this app years later. Now wont even add to any orders... Cant even get in contact with anyone.
Hi there, We’re disappointed to hear about your experience and offer our sincere apologies. Your feedback is greatly appreciated and will be used to continue to improve how we serve our customers. A member of our team will reach out shortly to find the best resolution for your issue. Best, Skylar, Customer Support
Dec. 12, 2023
Much needed app! The team at route are friendly and helpful! I get someone within 24 hours to respond and resolve any issues I have. They look after your business but most importantly, your customers. Always happy when customers purchase route with their order! If you’re considering, do it!
Hi there, Wow, thank you for the review! We appreciate you partnering with Route to navigate customers’ post-purchase experience. We look forward to continuing the adventure with you. Have a great day! Skylar, Customer Support
Dec. 11, 2023
The team at Route is crazzzzy good at what they do!! I've received the best customer service from any app/service I've ever used. It seems rare to get face to face customer service with online services – and that's exactly what Route offers! Everyone I've spoken to at Route have just been genuinely nice people. Hayes, Robert, and Carson have gone above and beyond to tailor Route to best fit the needs of my online business. Route has saved me time and money, and given my customer peace of mind when their packages go missing. It's a win win! I 100% recommend Route to other merchants! Thank you Route team!!!
Hi there, Thank you for your review - we're so happy to hear this! We always strive to provide great customer service, and we're so glad that we have met this expectation. We value your partnership, and we're thrilled that you would recommend Route to other merchants! Thank you for choosing Route, and have a great rest of your day! Skylar, Customer Support
Dec. 7, 2023
Route's been a game changer for not just our shipping protection but a tremendous value add on the customer service side and creating confidence for customers. The team's always diligent and helpful as well and addresses exceptions as needed. Really appreciate the team especially Justin!
Hi there, Thank you for your review! Your satisfaction is our priority, and we're so glad that we have been able to provide valuable customer service to your customers. We appreciate your feedback! Have a great day! Skylar, Customer Support
Dec. 5, 2023
Route has been a great addition to our tech stack and has alleviated many customer service headaches when it comes to lost and damaged packages. The install of the app is easy and the team is always responsive when we have requests or questions. Very happy with the relationship we have developed with the Route team and will continue to exclusively offer this to our customers.
Hi there, Thank you so much for this great feedback! We're happy to hear that partnering with Route has been a positive experience. We strive to provide great customer experience, and we're so glad that we met this expectation. Thanks, and have a great rest of your day! Skylar, Customer Success