Route Protection and Tracking
Shipping Insurance & Immersive Order Tracking | Route App
Rating
4.0
feedback
417
chart
#1,555
All reviews
Rating Breakdown
Review RSS Feed
Oct. 6, 2021
I have been trying to install and get this app working on my store for last 1 week. Extremely difficult to get hold of customer support. Only have an email option. Email responses are slow.
Hi there, Thank you for bringing this to our attention. We are sorry you have had any issues with getting Route set up. We would be happy to help out with any issues you have had. We do apologize we only offer email responses at this time and I sincerely apologize for the delay in responses. If you come across any other questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Best, Bianca, Customer Service
Oct. 4, 2021
As the person who has to deal with pretty much every aspect of our brand's online business, Route is a godsend. Not only do we get to decrease costs associated with rogue shipments (replacement units, additional shipping, etc.), we also get to increase customer satisfaction at the same time. This, in turn, means that means I will have to deal with fewer upset customers. AND Route is free for merchants? It's a no-brainer. Literally every eCommerce store should be on board. And a special shout-out to Colton in eCommerce Partnerships as well. He has been communicative, helpful, and prompt in response every step of the way. 13/10, what's not to love? Very much looking forward to our continued partnership.
Thanks for taking the time to write the review! We're pleased to hear you are having a great experience using Route. We are proud we are able to hit your standard of support. If you come across any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a wonderful day, Bianca, Customer Service
Oct. 1, 2021
I have used route shipping for over a year now and feel it is very beneficial for anyone running an e-commerce business. They have been easy to work with recommended various things that have helped, And overall it is a better experience for both the customer and the business owner.
Thank you for your review! We're happy to hear you have a good experience using Route! We take pride in offering great customer service and peace of mind for merchants and their customers! Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a nice day, Bianca, Customer Service
Sept. 29, 2021
The dashboard on this app has been almost useless for us. It will only show you 7 day views and nothing is able to be exported. We were expecting a much better UX and feature set based on having several calls with the Route team that unfortunately was not there. Now we're already removing the app (which all our customers have now seen) from our store just a month after launching. Was not worth the hassle it's created.
Hi there, Thank you for bringing this to our attention. We are sorry Route's dashboard wasn't able to hit your standards. We can definitely understand how frustrating that can be. I do see you have been in contact with your CSM about your concerns and she has been able to pass along this feedback. If you come across any other questions or concerns, please don't hesitate to reach out at https://routeapphelp.zendesk.com/hc/en-us. Thanks and have a great rest of your day! Best, Bianca, customer service
Sept. 27, 2021
Relieves alll of my customer stress with packages not arriving and a peace of mind knowing they can be helped if purchased. Highly recommended!
Hello! Thank you for your kind words. Route prides itself on offering peace of mind for merchants and their customers through our package protection If you come across any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a wonderful day, Bianca
Sept. 23, 2021
its impossible to get someone on the phone even if you are a merchant. Customers are not able to file claims! What is the point of this service?
Hi there, Thank you for bringing this to our attention. I am sorry for any trouble your customers are having filing issues. We do see the last time an issue was filed was 9/27/21. We would be happy to guide any of your customers who are having trouble submitting an issue, and currently, we only offer email support from our support team. We have reached out to your CSM and they should be reaching out to you about any concerns you may have. In the meantime, if you come across any other questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we’d be happy to help! Have a great day! Bianca, Customer Service
Sept. 23, 2021
I love Route and the protection that it provides for not only myself but my customers as well. Thank you!
Hello there, Thanks for writing this review! We're happy we are able to provide peace of mind for merchants and their customers through our package protection and world-class customer service! Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Best, Bianca, customer service
Sept. 2, 2021
"We have been customers for over 18 months and when we have had claims, the process was extremely smooth. I do really enjoy the Route newsletter and take the time weekly to read the content - one of the few that I do."
Hello there, Thank you for taking the time to write this great review. We're happy to hear you have had a good experience using Route! We appreciate your engagement with our Newsletter and are thrilled you enjoy the content. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Best, Bianca, customer service
Sept. 2, 2021
Awesome customer service! Filing shipping claims takes so much time for merchants. Route helps with this process by having the claims handled by your customer through an easy process and then they do the rest. It is a pleasure working with Cameron and his team! Thanks for the support.
Hello there, Thanks for the raving review! We are thrilled to hear you have had a great experience using Route. We take pleasure in giving world-class customer service and we are happy to hear we have been hitting your standard of support. If you come across any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Thanks, Bianca, customer service
Aug. 30, 2021
Really helpful app that addresses one of our pain points. This is a great business. Cameron and Adam are great.
Hello, Thank you for taking the time to write this kind review. We're happy to hear you have a good experience using Route! Route prides itself on offering peace of mind for merchants and their customers through our package protection and world-class customer service! Please reach out if you run into any questions. You can reach us at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a nice day, Bianca, Customer Service
Aug. 27, 2021
The Route team and CSM Ahseante have been of great help to our company. Would recommend for any merchant that needs a solution to provide an insurance peace of mind to its customers.
Hello, Thanks for taking the time to write a review! We are happy to hear your CSM has been helpful. Route prides itself on offering peace of mind for merchants and their customers through our package protection and world-class customer service! If you ever run into any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a good day, Bianca, customer service
Aug. 27, 2021
Our experience with Route has been positive from the start. Helpful, knowledgable staff is always friendly and swift to respond to our needs. Submitting claims has never been easier for our team and prompt resolutions to issues provide value to our company and customers.
Hello, Thanks for the wonderful review. We are happy to hear to you have had a good experience using Route. We take pride in ensuring our team is helpful and offers peace of mind for merchants. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Thanks, Bianca, customer service
Aug. 26, 2021
The team at Route has been absolutely amazing from the very beginning and throughout each interaction!! Implementation was seamless and their support team has only improved over time thanks to their impressive SLA. The best part of all is that they actually listen to our feedback which we've seen used for current releases! They're always actively looking for areas to improve and continue down the path of being the best in the game!
Hello, Thanks for taking the time to write this lovely review. We are thrilled to hear your experience has been nothing short of amazing! We take pride in providing excellent customer service and will continue to take any feedback you may have. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a good weekend, Bianca, customer serivce
Aug. 26, 2021
Love this app! Our customers love it and have had great success with their reps. Looking forward to continuing to grow the business with Route.
Hi there, Thanks for the kind words! We take pleasure in knowing we are hitting your standard of support. We are thrilled in having you as a partner. If you come across any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Enjoy your day, Bianca, customer service
Aug. 25, 2021
We have a unique use case- however the Route team have been proactive and had open communication on how we can improve outcomes between both businesses as well as implementing those improvements. Installation was fast/easy and communication is quick even though we are in completely different time zones.
Hello, Thank you for writing this wonderful review! We are thrilled to hear you have had a great experience with Route and the installation was a simple process. Route takes pleasure in offering world-class customer service. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Enjoy your day, Bianca, Customer Service
Aug. 25, 2021
We removed it because it was difficult for our customers to get in contact with their customer service and then they only offer refunds up to 15 days after an order is delivered. In the end it caused us more issues in customer service than before. Their setup on the site was pretty good and they helped us customize it, so giving them 2 stars instead of 1.
Hi there, Thank you for bringing this to our attention. We're sorry your customers were having a difficult time reaching out to us. Order issues for packages marked "delivered" yet not received are considered by Route as stolen and must be filed 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises. For further information on Route's policies, you can look here: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies I apologize for any inconveniences this may have caused. We pride ourselves on offering world-class customer service. You can contact us at [email protected] and we'd love to help any way we can! Have a great day! Bianca, Customer Service
Aug. 25, 2021
I've had to file a claim, and the process was great for both my customer and me! I appreciate being able to go through Route vs dealing with the USPS. Also, when I had a question about my claim, a customer service rep answered me right away.
Hello, Thank you for taking the time to write this kind review. We're happy to hear you have a good experience using Route! Route takes a great deal of pride in offering great peace of mind for merchants and their customers through our package protection and world-class customer service! Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a nice day, Bianca, Customer Service
Aug. 25, 2021
I absolutely love this app, and I have been using for almost a year now. My only complaints is it takes such a long time for someone actually help you with installing it. I use other companies like AfterPay and they can install their service on a website same or next day. Unfortunately since the new online store 2.0 launched I had to update my Shopify theme and that meant to lose Route so I cannot launch all the new features the new theme offers until Route's team can implement the coding on my new theme. Other than that I love using their services!
Hello, Thanks for taking the time to write a review! We are sorry there was a delay in getting you installed. We can understand how frustrating that can be. If you are still not fully installed, please reach out to [email protected]. Our team would be happy to help you finish getting you setup. If you have any other questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Thanks, Bianca, customer service
Aug. 25, 2021
We have found Route app to be very helpful. Most of our customers purchase Route Protection, as the cost is minimal. This has protected us several times from losses due to lost and damaged shipments.
Hi there, Thanks for the kind review! We are happy to hear you are happy with the service Route has provided. Route takes a lot of pride in offering great peace of mind for merchants and their customers through our package protection! If you come across any questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Enjoy your day, Bianca, Customer Service
Aug. 24, 2021
Route has helped us A LOT! We had so many issues with delivery it was ridiculous. Being that we do not handle the packages or shipping ourselves it became overwhelming on our end having to deal with customers, reshipping, losing money, etc. With Route I have seen the biggest change for us in a positive way. We no longer have to insure packages on our end and make customers file claims with the carrier that always get denied. Chargebacks have slowed down as well and we no longer lose out on product and money.
Thank you for writing this wonderful review! We're happy to hear you have had a good experience using Route! Route takes pride in offering great peace of mind for merchants and their customers through our package protection and world-class customer service! If you come across any questions or concerns, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help! Have a nice day, Bianca, Customer Service