Recenze (407)

Celkové hodnocení
4
Počty podle úrovně hodnocení
  • 71 % hodnocení s 5 hvězdami
  • 5 % hodnocení s 4 hvězdami
  • 2 % hodnocení s 3 hvězdami
  • 3 % hodnocení s 2 hvězdami
  • 18 % hodnocení s 1 hvězdami
Datum úprav: 16. únor 2022

Historically, we have been a fan of Route shipping. Now, downgrading the review a neutral rating. They have helped replace many lost and stolen packages for our customers. However, recently they rubbed us the wrong way. During the pandemic, we were asked by our local PO to use the self-service kiosk to speed up the mainline as we only needed a scan since we handle packaging and postage at our facility. Knowing the SSK scan was recorded differently we reached out to Route for clarification as their website did not list the SSK type scan and they responded below. "We accept any tracking update regardless of where/how it was scanned. If there is an update to the tracking, we are happy to accept it as truth." https://help.route.com/hc/en-us/articles/360020320273-Why-is-my-order-stuck-in-transit-or-pre-shipment- After experiencing a lost package with a scan from the SSK they denied the claim and after further discussion with their support, they doubled down and would not cover the lost packages scanned using the SSK. They treat the SSK scan differently than a scan from the front desk. For the SSK to be covered they require an extra tracking update after the SSK scan for it to be covered if lost which is not the case if you scan a package at the front desk. They say they will update the website to clarify how the SSK scans are handled so future customers are aware of this. Time will tell if they do as they say they will. We do not recommend scanning packages at the SSK if you use Route as the SSK scans are held to a higher standard.

Killzone Flashlights
Spojené státy
Doba používání aplikace: Více než 3 roky
Datum úprav: 20. září 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.

Warrior Within Designs
Spojené státy
Doba používání aplikace: Více než rokem
Vývojář RouteApp LLC odpověděl 26. září 2022

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

9. červen 2021

It was great when they started, but it quickly became a scam. Route provides an inferior service than we provide our customers. Our SLAs for customer service responses are much faster, whereas Route will take over a week to answer a legitimate customer claim. Ultimately, they've been making money off our website and offering a poor insurance solution to our customers. In the process, we lost money and our reputation got harmed. Their customer service (that was amazing before) could only shrug and apologize. The app works technically well... but the service they provide is really subpar.

No B.S. Skin Care
Spojené státy
Doba používání aplikace: Více než rokem
Vývojář RouteApp LLC odpověděl 15. červen 2021

Hi there,

Thank you for sharing this feedback. At Route, we pride ourselves on offering world-class customer service, and we’re so sorry to hear your experience fell short of expectations. We’d be happy to look into your situation and answer questions about the process.

First, we want to apologize for any delay in response to your customers. The Route team works hard to respond to every claim in a timely manner, and we understand the impact a delayed response has on the customer experience. We apologize for any delays that may have happened. We know this doesn’t always make for a great experience for customers.

Second, we understand the importance of the post-purchase experience and the impact it has on your reputation and revenue. Package protection should be a good, easy experience for you and your customers, which is why we're happy to assist further if you feel any claims have been wrongfully denied. Please reach out to merchantsupport@route.com with claims you'd like us to revisit, and we'd be more than happy to double check issues. Our team has been notified and we'll be on the lookout! Our goal is to always do right by merchants and their customers, so if mistakes were made, we'll catch them.

Feel free to reach out with any other questions as well. We’d love to help however we can.

All the best,

Bianca, Customer Service

25. říjen 2022

So far so good! The team was flexible addressing some of our specific concerns as well. That was nice to see!

VGoodiEZ
Spojené státy
Doba používání aplikace: Asi 2 měsíci
Vývojář RouteApp LLC odpověděl 26. říjen 2022

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

10. březen 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!

Divi Official LLC
Spojené státy
Doba používání aplikace: Asi 2 měsíci
Vývojář RouteApp LLC odpověděl 16. březen 2023

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

23. červen 2020

App is pretty good idea offering shipping insurance for customers. Team is ok to sub par at responding in timely manner. Wish it had more settings like add insurance to suspect customers in post or require insurance for international customers. Hopefully they will improve.

www.ultrapoi.com
Spojené státy
Doba používání aplikace: Více než 3 roky
2. září 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."

PK Beans
Kanada
Doba používání aplikace: Více než 2 roky
Vývojář RouteApp LLC odpověděl 10. září 2021

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

23. červen 2020

Route is a very well built app that integrates well with our Shopify store. Route's team was very helpful in working through any bugs during implementation. We have a lot of customers checking out with it so it seems to be providing quite a bit of value for our customers.

NOMATIC
Spojené státy
Doba používání aplikace: Více než 2 roky
Datum úprav: 27. červenec 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! :(

Tetramode® | Psy Styles
Spojené státy
Doba používání aplikace: Asi 3 roky
Vývojář RouteApp LLC odpověděl 22. březen 2023

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

Datum úprav: 27. duben 2021

terrible service when it comes to covering the insurance cost which are lost. They stop replying or never do and doesnt make any sense to continue anymore with them as they cost a high percentage which is more then they state. --------------------------------------------------------------------------------------------Reply to your message: Thats not true. if in could send you a screenshot of what you guys charged my customers for each order those percentages are a lie.
See screenshot in dropbox link below. https://www.dropbox.com/s/uyrqimr52irjnx0/Screenshot%202021-04-27%20at%2010.59.55.png?dl=0

DUEROS
Španělsko
Doba používání aplikace: Asi rokem
Vývojář RouteApp LLC odpověděl 26. duben 2021

Hi there,

Thank you so much for your candid review. We're so sorry to hear your experience with Route has been less than ideal, and we'd love to do everything we can to clarify and make things right.

We’re looking at your customer claims, and we’re seeing that they’ve all been handled and resolved in accordance with our coverage policies. Your history also shows that our Customer Success Manager has been an active communicator, responding throughout the relationship.

We're also sorry to hear that you felt our costs were more expensive than anticipated. Route Package Protection is free for merchants and is available for purchase to customers in the cart page. For cart totals under $100 USD, Route is only $0.98 USD. For carts over $100 USD, Route is calculated from 1.5%-5% of the cart total based on several factors (for example, if an order was $150 USD, then Route could be $2.25 USD).

I hope this information helps clarify any confusion caused. However, we'd love to know more about the communications you feel were missed, and if you have any further questions, by reaching out to us at https://help.route.com/hc/en-us or directly to your CSM, Ahseanté. We'd be more than happy to assist however possible.

All the best,

Jordan, Customer Service