Route: Post‑Purchase Platform , Počet recenzí: 403

I’ve been on a chat waiting for a agent from Route for an hour and 15 minutes so far! Definitely the worst “customer service/help”. I could get someone on the IRS or is Social Security office faster...

Route is a hassle, since we switched to another company after Route increased their prices none of our customers are able to file claims. All claims have to be done trough their customer service. They Policy is poorly written to the point that makes me believe it is on purpose so they can cover the orders that they want.

Awful experience

I tried providing this on every package. You can lose a whole lot of packages and replace them at your cost before you get anything out of this app. You have to wait 7 days to make a claim by which time you have to replace a product on your own or make your customer wait a week, which is unacceptable. Unless you are asking your customer to opt in, don't bother.

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

DO NOT INSTALL THIS SHAM!! I have been using these people for over 16 months, 90% of my customer choose to use them at checkout. This past week, I got my 1st claim, I thought they are suppose to support us, if something happens, meaning- payout the customer from their insurance, instead they refunded the customer from MY account? Wait, what? I am so confused as to why that happened, they didnt even email me to notify whats going on or ask any questions, but also low & behold, the customer found her package & says she canceled the claim, Im fuming I was just scammed. Im getting rid of Route immediately. & customer service? None!

During the Pandemic Route has decided to not protect the shipments over 30 days of order. I understand this is their business practice but during this Pandemic where shipping times have gone up to and over 45 days they have decided to not protect these against loss or damage. I was a long time user but this practice is down right not consistence with any values of a insurance company and a false protection for customers of having their shipments protected when they are not being protected. Route should be ashamed of themselves.

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.

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.

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?

App was great at the beginning as it solves the issue of items being stolen or lost and doesn't cost you anything. However it has become more and more difficult for customers to file claims or even get a response so I reached out for a customer... and waited... and waited... 8 days later they closed the request.... without responding to it!!!! Will be deleting the app and offering my customers shipping insurance a different way from now on.

Route made over $5,000 through my customers over the last 6 months (on top of anything they had to reimburse) but today I deleted the app. Guess 10k a year isn't important enough for them to answer their emails.