Route
Package Protection, Order Tracking, Returns & Exchanges
Rating
3.3
feedback
337
chart
#4,168
All reviews
Review RSS Feed
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 5, 2023
Route has been amazing for our store, they have great customer service, their team is always willing to help, and our customers only have positive feedback to share when they purchase their coverage. I definitely recommend it to save on customer service while improving its quality.
Thank you for taking the time to share your positive experience with Route! We're thrilled to hear that our platform has been beneficial for your store and that you have found our customer service to be helpful. At Route, we strive to provide top-notch service to both our customers and merchants, and we are glad to hear that we have met your expectations. We appreciate your recommendation and hope to continue to exceed your expectations in the future. If you have any further feedback or suggestions on how we can improve our service, please do not hesitate to let us know through our Help Center here: https://route.com/help-center. Thank you again for choosing Route! 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 31, 2023
Route has been helpful in recovering lost and stolen package costs for us at scale as well as a huge time saver for our Customer Experience teams. We are able to offer our customers worry-free insurance and at no cost to the brand.
Thank you for sharing your positive experience with Route! It's great to hear that our service has been helpful in recovering costs for your business, and we're committed to providing a simple and efficient solution to package problems that arise. We believe that it's important for businesses to have access to affordable and reliable shipping insurance, and we're happy to offer a solution that can help businesses of all sizes. We're committed to providing top-notch service to both you and your customers and will continue to work hard to support your business. Thank you again! Leea, Customer Service
July 27, 2023
Edit: A representative of the company has reached out almost 500 days later and resolved this billing issue and offered an additional incentive for my brand. I was told they have undergone new management which i'm impressed about so far. The decision to edit this review was on my behalf not Routes. Horrible company!! User BEWARE. I have had a canceled credit card for over 400 days and this company CONTINUES to try to charge the account and bill me when I have told this company MULTIPLE times to remove me from their services and stop billing me, yet they continue to bill a card thats been closed for over a year!! Customer service says they can't remove the app until the bill is paid!!! Shopify customer service please take note of these practices and please launch an investigaton! This is ridiculous this company is trying to make your customers responsible for paying a bill after repeated requests to cancel. They send me billing invoices everyday in my email and is becoming harassing at this point! Shopify please please please investigate this company, something is very unethical here! :(
Hi there, Thank you for taking the time to send in your feedback. We are sorry for any miscommunications with your billing experience. In order to provide the customer with the best experience possible, the small Route fee is collected within the order total that you as the merchant initially collect. We then have you as the merchant transfer that fee for the Route Protection back to Route on your billing schedule with us. These emails and invoices mean that you left us in the middle of the last invoice cycle, and there wasn’t a transfer to Route for those customers that paid for the Route Protection on their orders. Please let us know if you have any further questions, and you can always contact us using our Live Chat feature in our merchant portal or through our Help Center here: https://merchants.help.route.com/hc/en-us. Take care, Leea, Customer Service
March 10, 2023
Route has been a great decision for our business and the best choice for our customers! We love knowing that our customers are covered for things that are out of their control and taken well care of with Route support. We're so thankful for the Route team! They've been excellent to work with and so responsive to our needs. Definitely recommend!
Hi there! Thank you for taking the time to share your positive experiences. We're thrilled to hear our team and service have been supportive and beneficial to your business and customers. Your recommendation means a lot to us, and we are grateful to work with you! Should you run into any questions, or like to give further feedback, please visit our Help Center here: https://merchants.help.route.com/hc/en-us and we will be there to assist. Take care, 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
Feb. 21, 2023
Route Protection is the best service there is. They not only provide awesome service ensuring our customers receive their orders safely but they also stand behind their promise to be there when there's a claim. We added Route to our shipping services more than a year ago. They have not failed us with expert service. Justin Boyce, our rep, never ignores emails, provides excellent service and never hesitates to explain when more info may be required in a given situation. Our customers are happy knowing they can rely on our services as we stand by our policies. Thank you, Route! Thank you, Justin Boyce!
Hi there, Thank you so much for taking the time to share your positive experiences with us! We are so glad to hear that Justin and our Support Team have both been vital and consistent resources for you and your customers. If you would like to submit any other feedback or have other questions please feel free to contact your CSM, or utilize our Help Center here: https://help.route.com/hc/en-us. Have a great day, Leea, Customer Service
Dec. 27, 2022
We love route. No longer do we have to worry about shipping issues because route has us covered. The customer support is fantastic and the claims process is really easy for customers to understand. Route has probably saved us thousands upon thousands of dollars in lost revenue! Route is a standard app across all of our e-commerce websites. It's definitely one of those essential apps. 10/10
Hi there! Thank you for the amazing review! I am so glad to hear that our team and app have been able to help both you and your customers. Should you run into any questions, please know you can reach out via our Help Center: https://route.com/help-center at any time. Best, Leea, Customer Service
Oct. 25, 2022
So far so good! The team was flexible addressing some of our specific concerns as well. That was nice to see!
Hi there, Thank you for your review! We are so glad to help and we look forward to continuing that support for you and your team! Should you like to give further feedback, or have any other questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we’ll be happy to help. 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
Aug. 25, 2022
We love using Route! Very simple integration and our customers love having extra protection on their packages. App is super intuitive and easy to navigate.
Hey there! Thanks so much for the great review! Should you like to give further feedback, or have any other questions, please feel free to reach out to our team at: https://help.route.com/hc/en-us and we’ll be happy to help. Take care, Leea, Customer Service
Aug. 24, 2022
We switched to route to reduce the time and energy spent In resolving lost package claims. I have been VERY impressed with Tyler and everything he has done to make the integration seamless and our experience positive. I appreciate the positive customer relationship you’ve built with us while providing an amazing service to us and our customers. They are also very good at working to implement the route protection widget into your theme in whatever vision you want for your store. Whether prominent or discreet. Route is awesome!
Hi there, We appreciate this review and are thrilled to hear Tyler and our team have been able to assist in all your questions, implementations, and visions. This is what we strive for! Feel free to contact us at https://help.route.com/hc/en-us with any other feedback or questions! Have a great day, Leea, Customer Service
Aug. 16, 2022
Best app and team! The Route team is thorough in helping you maximize the benefits and helps you every step along the way.
Hi there, Thank you so much! We are so happy to assist. Should you like to give further feedback, or have any other questions, please feel free to reach out to our team at: https://help.route.com/hc/en-us and we’ll be happy to help! Best, Leea, Customer Service
Aug. 12, 2022
So far I have had a great experience with Route and believe that it will be very useful during the holiday season when customer orders are more prone to delays and being lost in transit. Our Customer Success Manager, Alicia Elliot, was very helpful throughout the setup process and answered all of our questions.
Hi there, Thank you so much for your great comment. Both Alicia and Elliot are outstanding members of our team, and we are happy they have been able to support you this way; especially with those busy seasons! If you would like to submit any other feedback or have other questions please contact us here: https://help.route.com/hc/en-us and we will be there to assist! All the best, Leea, Customer Service
Aug. 12, 2022
"We have not received any negative feedback from our customers concerning claims filed with Route. The coverage is very affordable, making it more accessible for the customer. The added coverage on the packages is added piece of mind for us!"
Hi there! We really appreciate this feedback, thank you! We are glad our Protect feature has worked well for you and your customers and that it can offer that peace of mind we strive for. Should you like to give further feedback, or have any other questions, please feel free to reach out to our team at: https://help.route.com/hc/en-us and we’ll be happy to help! Have a wonderful day, Leea, Customer Service
Aug. 11, 2022
Route made the integration to our Shopify store as seamless as can be. We noticed an immediate insight into our customer behavior where they are quick to maintain the Route insurance in the cart and throughout checkout. We greatly appreciate all of Route's help in providing additional options to help our customers feel secure with their purchase.
Hi there, Thank you for taking the time to send in your feedback, this is great news! I am so glad our team was able to make this integration seamless for you and your customers. We are here to help every step of the way! If you would like to submit any other feedback or have other questions please contact us here: https://help.route.com/hc/en-us and we will be there to assist! All the best, Leea, Customer Service