Route ‑ Protection & Tracking

This company gives a good sales pitch, but doesn't follow through. The experience for both the customer and on the admin side is sub par. Don't let this company represent your brand's customer service. It's especially not sufficient for perishable companies even though they claim that "we insure all kinds of perishable companies." We wasted a bunch of time on this. Don't waste yours.

Our relationship with Route was over before it began - a relentless and extremely presumptuous (borderline rude, to be honest) sales and onboarding strategy reflect poorly on your brand. Aside from your incredibly irritating sales team, the app itself really doesn't seem automated or useful enough to be worth it.

The process getting setup was not great. The pricing was off from what we were charged. The first clams were denied. The claim process was not easy at all for us. Customers complained a lot about there setup. Overall experience was horrible and I would love my money back!!

App was great at the beginning as it solves the issue of items being stolen or lost and doesn't cost you anything. However it has become more and more difficult for customers to file claims or even get a response so I reached out for a customer... and waited... and waited... 8 days later they closed the request.... without responding to it!!!! Will be deleting the app and offering my customers shipping insurance a different way from now on. Route made over $5,000 through my customers over the last 6 months (on top of anything they had to reimburse) but today I deleted the app. Guess 10k a year isn't important enough for them to answer their emails.

Great idea, but the execution is not smooth enough. Having a separate email to the client is clunky, needs to be integrated into the Shipping Confirmation Email within Shopify. We still field all the emails/questions from clients regarding their shipment. No benefit gained with this product installed. I've also reached out to support and not heard anything back for over 48 hours. That response time is ridiculous for a company in this space as I can only assume our customers will also experience delays when they engage Route.

I tried providing this on every package. You can lose a whole lot of packages and replace them at your cost before you get anything out of this app. You have to wait 7 days to make a claim by which time you have to replace a product on your own or make your customer wait a week, which is unacceptable. Unless you are asking your customer to opt in, don't bother.

They offered me a gift card to write a good review. :-/ That worries me about the quality of other people's reviews.

If you care about your customers' experience like we do, you would stay away from this service. They are great in sales but they don't offer any technical support or customer service. Many customers have been adding the insurance to their purchase which was ok, however claims which have been made by our customers have been left unanswered (almost a week now) with no sign of them getting answered. Only following up with the sales rep made them ask us for which claims are open. Thanks but not thanks.

When I started using this app I told their represantative that I do drop shipping and packages may take 20 days in average to be delivered to customers and they insured that this won't be a problem at all. With corona virus shipments got delayed for 40 days they covered claims equal to the amount they collected from my customers when they sold insurance through my website. When the claims amount became bigger than what they have collected they stopped answering customer claims. In result customers who knew that they have insurance considered this fraudulent sale of insurance from me and resulted in multiple charge backs. It's absolutely horrible experience and not recommended to any one to use their service.

I’ve been on a chat waiting for a agent from Route for an hour and 15 minutes so far! Definitely the worst “customer service/help”. I could get someone on the IRS or is Social Security office faster...