Route
Package Protection, Order Tracking, Returns & Exchanges
Rating
3.3
feedback
337
chart
#4,168
All reviews
Review RSS Feed
Nov. 1, 2023
Route has been wonderful! It's improved the customer experience and added much needed protection to their orders. As a furniture company, we deal with a lot of mishandling of shipping with UPS (who's insurance and claim process is pretty much a joke) Route has made the damage claim so much easier and faster to deal with. The platform is easy to use and their support staff is amazing and always so helpful. Highly recommend!!
Hi there, We appreciate you taking the time to share your positive experience with Route! We strive to provide exceptional experiences to all our customers, and we're glad to know that we have met this expectation. We value your partnership, and look forward to continuing to work with you and your team. Thank you, and have a great day! Skylar, Customer Support
Oct. 31, 2023
Route has been a great support to our business. Their help in providing assistance to our customers who deal with the frustrating experience of lost, stolen, or damaged packages has been invaluable. Route has also saved us a GREAT deal of time, stress and money with these incidents as well. I actually can no longer imagine running my business without Route, and I'm very grateful for all of the one-on-one assistance Route has provided us in the past 3-4 years.
Hi there, Thank you for your feedback, we're so happy to hear this! Your satisfaction is our priority, and we're glad that you've found Route to be invaluable for you and your customers. We value your partnership! Have a great day, Skylar, Customer Service
Oct. 31, 2023
Route has been such an asset to our business! It's a 10 out of 10 in my mind and a no-brainer for any e-commerce business! I've been working with Route for 3+ years and they have become a great strategic partner of ours. Justin and the entire team are dream 3PL partners who are quick to respond to any and all issues. Adding Route to your shopify store is common sense - in today's e-commerce marketplace customers expect expedited replacements from small and large companies regardless of the cause of the lost, damaged, or missing shipment. Route keeps customers happy and meets the expectations consumers are placing on businesses engaged in shipping goods of any kind around the country. Take my recommendation and add Route!
Hi there, Thank you so much for taking the time to share your positive experience! We are so glad to hear that partnering with Route has been beneficial for your team and your customers, and that you've enjoyed working with one of our fantastic CSMs, Justin. Have a great day, Skylar, Customer Service
Oct. 27, 2023
I've been partnered with Route for 2+ years and have appreciated not only their primarily services within their tool, but their admirable support + partnership. It's great having the opportunity to not just enjoy working alongside a partner, but growing with a partner, while understanding each other's aches, growing pains and growth plans. I'd recommend Route at the leading partner in the Shipping Insurance D2C space to any merchant.
Hi there, Thank you so much for taking the time to share your positive experience, and your journey of growth with Route. We are so glad to hear that using Route has been beneficial for your customers, and that you've enjoyed working with our team. We look forward to continuing our partnership! Have a great day, Skylar, Customer Service
Oct. 26, 2023
As others have mentioned, having Route as an extra layer of protection for our orders has been helpful. The CSMs we have worked with are quick to handle issues within the app or specific order situations. Keep up the great job and here's to a successful Q4!
Hi there, we're so happy to hear this! Your satisfaction is our priority, and we're glad that our CSMs have been able to assist you in a helpful and timely matter. We appreciate your feedback! Thank you, and have a great day! Skylar, Customer Support
Oct. 26, 2023
We have been using Route for almost two years now and have experienced nothing but top of the line support from their team members! We recently merged to a new system and although there were a few hiccups, Justin Boyce and Adam Casper did everything they could to resolve any issues in a timely manner and they always make us feel like a top priority. They repeatedly come to us with solutions should any problems arise and always have a positive attitude! All in all, 10/10 experience.
Hi there, we appreciate your positive feedback! It's great to hear that using Route has been a great experience for you, and that our team has been able to provide you with excellent support. Thank you, and have a wonderful day! Skylar, Customer Support
Oct. 25, 2023
It makes me really sad to write this because I do actually love the product, but we had to deinstall. It was spamming customers with notifications - sending them 3 emails for a single order: a confirmation, shipping of the "product" which isn't really a product, and an email about their insurance. Within a span of 2 minutes a single customer was just getting way too much. Note that this is with the notifications turned off. Hope you guys can fix this, but for now it's a definite deinstall!
Hi there, thank you for your feedback. We apologize for the unfortunate experience you had. Our top priority is to ensure that Route is working in a way that is best for you and your customers. We will be contacting you within the next 1-2 business days to discuss how we can address and resolve this issue. If you have any further questions or concerns, we encourage you to reach out at any time through our Help Center or live chat via your merchant dashboard: https://route.com/help-center. All the best, Skylar, Customer Support
Oct. 17, 2023
We are a small family business in the business of shipping perishables across the country. We have been doing this going on 3.5 years now and I can’t tell you how many orders we’ve lost and how many customers with unacceptable shipments. We had the fortunate luck of an incredible route representative that stayed persistent. Her persistence led us to take a meeting and presenting the incredible value that route brings to our business and more importantly our customers. This is the only time I can tell you that it’s too good and it’s all true ! Our patrons see the value and more importantly their order is covered. In the first month alone we saved so many patrons money and more importantly our patrons know they are covered. Route is a an absolute must for any business. Do not ship anything unless you have route as an option!
Hi there, we're so happy to hear this! Your satisfaction is our priority, and we're glad that our service has been able to provide security to you and your customers when shipping out orders. Your endorsement means a lot to us, and we're grateful for your support! If you would like to submit any other feedback or have any questions please feel free to utilize our Help Center here: https://help.route.com/hc/en-us. Have a great day, Skylar, Customer Service
Oct. 17, 2023
Highly recomend, great add on for your customers. Akshara from Route is a pleasure to work with :)
Hi there, Thank you so much for taking the time to share your positive experience! We are so glad to hear that using Route has been beneficial for your customers, and that you've enjoyed working with one of our fantastic Account Executives, Akshara. If you would like to submit any other feedback or have other questions please feel free to utilize our Help Center here: https://help.route.com/hc/en-us. Have a great day, Skylar, Customer Service
Sept. 16, 2023
Aggressive sales rep. Poor customer service. Wouldn't refund $20 over an inadequately explained feature when I already had my own insurance plan. Do not recommend this company.
Hi there, we apologize for the unfortunate experience you had. Our top priority is to assist directly with any shortcomings and ensure that any issues are rectified. We will be contacting you within the next 1-2 business days to discuss how we can address and resolve this issue. If you have any further requirements, we encourage you to reach out at any time through our Help Center or live chat via your merchant dashboard: https://route.com/help-center. All the best, Skylar, Customer Support
Aug. 29, 2023
Route has been a big support to our business, helping us provide better service for our customers when dealing with the dreaded shipping struggles of lost, missing, stolen, or damaged packages. The CSMs we've worked with have been responsive to our needs and questions, and the general care team has been responsive as well with any case-by-case concerns or questions we've had.
Hi there, we appreciate your great review! We're so glad to hear that using Route for package protection has alleviated the stress of dealing with shipping-related issues. Thank you for your feedback regarding our CSM team, your satisfaction is our priority! Have a great day! Skylar, Customer Support
July 28, 2023
I had to uninstall this app. It feels scammy. They would not credit me for purchases that were cancelled. There is no way to reconcile the charges. The customer service is non-existent. Stay away.
Hi there, we deeply apologize for any negative experience you had. Our number one priority is to assist directly with any issues 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 any charges that need to be reconciled. 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, Skylar, Customer Support
July 14, 2023
Our business loves the services that Route offers. It is so nice to have an extra layer of protection on an order that doesn't leave us responsible for something that happens in shipping. Annabelle Jackson, our customer success manager, has been so great to work with! She keeps us in the loop about new services and always helps us find ways to best use our funds!
Hi there, thank you for your review! We're so glad to hear that using Route has alleviated any worry regarding shipping issues. We appreciate your positive feedback, and we're excited to continue assisting you and your customers. Have a great day! Skylar, Customer Support
July 13, 2023
We have been using Route since February, and it has made things SO much better for both our CX team and customers! Filing claims is so easy, and issues are resolved far more often than not. Our CSM, Annabelle, is always quick to respond and extremely helpful! Route's support team is very communicative and easy to work with. We highly recommend using Route!
Hi there, thank you for your review! We're so glad that partnering with Route has been a great experience for you and your customers. Your satisfaction is our priority! We appreciate your positive feedback regarding our CSM, Annabelle, and our customer support team. We look forward to providing great experiences for you and your customers. Have a fantastic day! Skylar, Customer Support
July 7, 2023
Route has been an amazing addition to our company. When items are shipped we have no worries because they are always there to help our customers solve their problems should there be any in case of shipping companies losing or damaging packages. Thank you Route for taking the load off and being a great team and addition to us !
Hi there, we appreciate your positive feedback! It's great to hear that using Route for package protection has provided you with peace of mind when shipping your customer's orders. We're excited to continue assisting you and your customers! Have a great day! Skylar, Customer Support
July 5, 2023
Route has been great. Our success manager Robert has been there at every step to help, and our customers have been taken care of quickly when shipping services fall short.
Hi there, thank you for the great review! We're so glad that you've enjoyed working with one of our amazing CSM's, and we're excited to assist your customers. Your satisfaction means a lot to us! Thanks, Skylar, Customer Service
June 15, 2023
I loved working with them and was so pleased with our experience! They elevated our customer experience and the process was seamless and easy.
Hi there, thank you for the great review! We're glad you loved working with us and found the experience smooth and hassle-free. Your satisfaction means a lot to us! Best, Leea, Customer Service
June 13, 2023
UPDATE- Aubri from Route reached out and fixed the issue. Works now. Does not work. Worked for the first month and now the route check box doesn't even appear. Tried various settings and nothing seems to work.
Hi there, thank you for updating your review and bringing the issue to our attention. We apologize for the inconvenience you experienced initially and we're so glad to hear that Aubri from our team reached out and was able to fix the issue for you. Our team is committed to resolving any technical issues promptly to ensure a positive and seamless user experience. If you encounter any further difficulties or have any additional feedback, please don't hesitate to reach out to us: https://route.com/help-center. We appreciate your patience and the opportunity to make things right. All the best, Leea, Customer Service
June 2, 2023
Smooth and easy setup process. Our Customer Service team absolutely loves this! It has really made things easier for everyone including our customers. We have had nothing but positive results to this point. We view it and use it as a customer perk and have had no negative incidents to this point.
Hi there, thank you for sharing your experience with us! We're delighted to hear that the setup process was smooth and that our service has been well-received by your Customer Service team, and we're also grateful to hear of the positive results. Rest assured, we'll continue to prioritize your satisfaction and strive to provide excellent service moving forward. Thank you again for your feedback. Take care, Leea, Customer Service
June 1, 2023
quick and very efficient, every case was solved!! all my clients should get this protection! it solves all of our problems!
Hi there, thank you for your fantastic review! We're so happy to hear that our service was helpful to you and your customers. Your endorsement means a lot to us, and we're grateful for your support. If you have any further feedback, please don't hesitate to reach out! Best regards, Leea, Customer Service