Route Protection and Tracking
Shipping Insurance & Immersive Order Tracking | Route App
Rating
3.7
feedback
336
chart
#3,424
All reviews
Review RSS Feed
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
Aug. 9, 2022
Love these guys! We were having some issues with product being damaged by careless shipping and these guys have been saving us! Great investment for our business.
Hi there! Thank you so much for leaving such a great comment! We are so glad to be a part of this with you. Feel free to contact us at https://help.route.com/hc/en-us with any other feedback or questions! Take care, Leea, Customer Service
Aug. 8, 2022
We have had a great experience with Route. Our customers have been using route for better protection on their orders. Route has been very helpful and answer any questions we have about the app and how it works in a timely manner.
Hi there, Thank you for sending in this great review! We are so glad to hear our team has been there to help create those experiences. Feel free to contact us at https://help.route.com/hc/en-us with any other feedback or questions! Best, Leea, Customer Service
Aug. 5, 2022
Route is a fantastic service that I am glad we implemented to our site. We ship tons of products both in the US and internationally and Route gives us peace of mind. From lost package claims to damaged items we lost a ton before Route. They also have a fantastic order tracking app for customers and not to mention their design team should be proud of themselves for the minimalist but very polished look.
Hi there, Thank you for taking the time to leave such a great review. We are so glad to hear that your experience with our product and team has been easy, swift, and positive, and we are delighted to provide that peace of mind at any time. Feel free to contact us at https://help.route.com/hc/en-us with any other feedback or questions! Take care, Leea, Customer Service
Aug. 4, 2022
We love Route! Our company ships thousands of packages and they're large, expensive furniture items. Route has saved us thousands of dollars over time. We used to waste hours of employee time filing claims, lost many funds due to inaccurate claims we made by ourselves, and dealt with angry customers who didn't know how to get their items once lost. With Route, we use their provided customer friendly wording and give that to our customers who are easily able to request help, and have the claim resolved quickly through Routes website or app. Adding Route to our business has been a lifesaver! we 10/10 one hundred percent recommend!
Hi there! We appreciate this stellar review! Thank you so much for taking the time to comment on our team and support. We value this partnership, and look forward to continuing that support for you and your customers! 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. 4, 2022
Our company uses the Route Package Protection as a default add on for our customers orders. It has been a great service that has resolved many shipping issues and provides peace of mind to not only the customers but to us as well. Our representative, Robert, is always very helpful to us in resolving matters. Absolutely no complaints on this part of Route Services. However, we have been experiencing issues with international customers tracking their order on the Route App. I am still giving 5 stars here since not everything can be perfect all the time and I hope they will get whatever bug that is occurring resolved soon. Thanks Route!
Hi there! Thanks for your review! Robert is amazing, and we are happy to hear our team has been prompt and swift. Those are the experiences we strive for! Our team will always be glad to discuss questions regarding our product and any issues your customers may be running into, so feel free to reach out to us at any time through this link: https://help.route.com/hc/en-us! Have a wonderful day, Leea, Customer Service
Aug. 4, 2022
We LOVE Route, and so do our customers. It helps us keep track of packages even better than we used to and its easy to explain to customers why they want it and why we want them to have it. Not only does it resolve our shipping troubles in a more efficient way, but much faster than what we can do by ourselves. It is quite a lifesaver for our business and we recommend EVERY business gets Route!
Hi there! Thank you so much for taking the time to comment on these amazing experiences. We are so glad to hear it has been going smoothly! 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
July 29, 2022
Just downloaded Route for our store. I asked route to download their app on a duplicate theme to make sure things go smoothly. Horrible, many of their widgets are active on our LIVE THEME without me even knowing and made many bugs in our cart system. Lost more than half of our revenues in three days. Trying to get my manager to call me ASAP, she says "we have a meeting coming up". This is a horrible experience so far! Can't believe this!
Hi there, Thank you for taking the time to give us your feedback! We do strive to give the best possible support for every situation, and we apologize that we missed the mark here. After review, it looks like our Implementation team was able to send you some detailed information on Friday, July 29th surrounding the concern you were running into, and I am so glad they were able to offer you that assistance! If you haven't already, you can reach out to your CSM Cameron, directly and he will be able to schedule a call with you to go through some of your preferences moving forward. You can also reach out to our team here: https://help.route.com/hc/en-us at any time and we will be happy to step in and assist. Take care, Leea, Customer Service
June 24, 2022
App is just okay. I'm not sure it's worth the money with the issues you get. They withdrawal their money automatically weekly and my biggest issue is when I ship a package, it doesn't not update the tracking number. We have to enter it in. My customer are asking me all the time what is unfulfilled on there order and it always Route. It's some what of a pain.
Hi there, Thank you so much for sending in your feedback here! We apologize for any confusion or miscommunications while working with our product. Route pulls the tracking number directly from the order on your backend. If you are utilizing a separate fulfillment system, then you will need to ensure the tracking is being added to the order on your Shopify backend. Additionally, Route should auto-fulfill itself after something else in the order has been fulfilled. If Route is showing up as unfulfilled and is creating confusion with your customers, you can remove the line, “there are other items in your cart” so the customer will not see this. You as the merchant can go in the back end of the packing slip template, look into the coding and delete this line: " There are other items from your order not included in this shipment." If you are still seeing issues with your tracking information and orders or would like assistance with the information above, please feel free to reach out to our team here: https://help.route.com/hc/en-us, and we will be more than happy to assist. Thank you, and take care, Leea, Customer Service
June 18, 2022
The app works well and the service is good and hastle free. The only gripe I have that prevents this being a 5 star review is that there doesn't seem to be any option to automatically insure every order (i.e. I don't want the customer to opt it and I want every order I ship to be protected by route, even if I as the store owner need to pay for that). If the feature to automatically insure every order (with no customer interaction needed) can be added then this would be a 5-star product for me.
Hi there! Thank you so much for taking the time to send in your feedback. We really appreciate this! We additionally apologize for any trouble with our Opt-In or Opt-Out features, and our team is always happy to assist should you have further questions regarding these coverage options. Feel free to reach out to our team at https://help.route.com/hc/en-us, and we will be there to assist! Take care, Leea, Customer Service
May 24, 2022
I love the coverage it provides for my customers and the merchant portal is great!! I do wish the coverage itself wasn't accounted for as a product SKU in the system because it messes with certain data points but ultimately, it is a really great platform.
Hi there, Thank you for taking the time to leave your great feedback! We value your partnership and appreciate supporting you and your customers. We apologize for any issues or frustrations surrounding those data points as well. If you would like to discuss this process further in-depth with a team member, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we’ll be happy to help! Take care, Leea, Customer Service
May 13, 2022
Route insurance has a strong team that provides great support. Partnering with them adds ease to our internal team operations and work flow.
Hi there, We appreciate this stellar review! Thank you so much for taking the time to comment on our team and support. We value this partnership, and 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! All the best, Leea, Customer Service