Route ‑ Protection & Tracking
Post-purchase platform for protection, tracking, and returns
Rating
3.4
feedback
337
chart
#4,013
All reviews
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Dec. 20, 2020
Terrible experience. The app is glitchy, it doesn't handle well order edits. Customer service doesn't reply or sends canned answers. And when a package is lost they DON'T pay! There's always an excuse. I have been dealing with them for 2 months to get paid for a claim. And they didn't approve another claim that should have been. I am pulling this app out of my store.
Hi there, Thank you so much for your candid feedback! We are very sorry to hear that you’ve had a challenging time with claim approvals and app glitches. We would be happy to look into any claims that you feel should have been covered. I’ve notified our team to look out for an email from you at [email protected] so we can review our policies and get everything squared away from you. In the meantime, you can look at our package protection policies here (https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies) on our Help Center. Often times that helps to clear things up, as well! Hoping your year is off to a great start! Holly, Customer Support
Dec. 3, 2020
They placed an order for our customer who lost her package WITHOUT paying. Customer service has no response when asked about the detail of the issue/payment. Feel frustrated about the service." More than a week passed, I have not got my reimbursement back yet even after everything they requested set up, no direct response to my question. Really bad service!
Hi there, Thanks for your review. I’m so sorry your experience was less than perfect, but I’d love to help clarify. We have recently made an important automation update that slightly affects how Route-covered reorders and refunds are recorded. This update - Resolve via Platform (RVP) - allows us to process replacement orders and refunds at the click of a button via Shopify for a much faster resolution time. These orders and refunds are still covered by Route, but credited weekly back to your Route bill. While the format of reimbursements has changed, Route still works as promised. For more details on how RVP affects your billing, please read more here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform- If you need anything else, feel free to reach out to [email protected] and we will get you taken care of as soon as possible! I have notified our team to be on the lookout for any future emails. Best, Jordan, Customer Service
Oct. 30, 2020
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.
Aug. 12, 2020
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.
Aug. 12, 2020
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!!
July 31, 2020
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.
July 29, 2020
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.
July 22, 2020
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.
June 23, 2020
They offered me a gift card to write a good review. :-/ That worries me about the quality of other people's reviews.
May 6, 2020
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.
May 5, 2020
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.
Dec. 19, 2023
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...