Rezensionen (408)

Gesamtbewertung
4
Anzahl pro Bewertungsstufe
  • 71 % der Bewertungen sind 5 Sterne
  • 5 % der Bewertungen sind 4 Sterne
  • 2 % der Bewertungen sind 3 Sterne
  • 3 % der Bewertungen sind 2 Sterne
  • 18 % der Bewertungen sind 1 Sterne
8. August 2020

We have used this app for about one month and maybe 800 customers have purchased it. The process for the customer to request a replacement and reorder is not easy like their sales team have suggested. A customer will almost always get frustrated and require support from the brand.

Maybe 20 customers have requested a claim and as of now only one has been approved. We have had to mitigate for these which is fine but really defeats the purpose of this app.

Lastly, the support is not quality as you need to submit email tickets and responses take long which frustrates a customer further.

I would recommend that someone should just consider adding a product themselves as insurance and test for a month to see if you even need a service like this. But, if you do need this consider another service as they dont follow through on their marketing claims.

SUVA Beauty
Kanada
2 monate mit der App
12. August 2020

Our relationship with Route was over before it began - a relentless and extremely presumptuous (borderline rude, to be honest) sales and onboarding strategy reflect poorly on your brand. Aside from your incredibly irritating sales team, the app itself really doesn't seem automated or useful enough to be worth it.

Striker Brands
Vereinigte Staaten
2 monate mit der App
28. Mai 2019

Route has been a game-changer. There is nothing worse than receiving complaints about damaged products and Route has lifted that off or our shoulders. I was skeptical at first, but was reassured to find that they treat my customers with the same "white glove" service that I strive for. They were helpful and friendly in setting everything up and it has been an easy addition to our store. I only wish I had found out about their service earlier. Highly recommended even if you have have a small damage rate.

Replica Surfaces
Vereinigte Staaten
Etwa 2 monate mit der App
26. Mai 2020

LOVE ROUTE! During all that is happening in the world lots of packages are getting lost or stolen and they have been so great to help my customers! HIGHLY recommend they have helped my customers feel taken care of!

Reece & Co. By Kiana
Vereinigte Staaten
Etwa 2 monate mit der App
30. Oktober 2020

This company gives a good sales pitch, but doesn't follow through. The experience for both the customer and on the admin side is sub par. Don't let this company represent your brand's customer service. It's especially not sufficient for perishable companies even though they claim that "we insure all kinds of perishable companies." We wasted a bunch of time on this. Don't waste yours.

Frozen Garden
Vereinigte Staaten
Etwa 2 monate mit der App
17. Juni 2021

I was having trouble with my Checkout button disappearing. I have reached out to support and was advised that this is not a Route issue. When I don't have Route installed everything works fine. This issue is caused by the Route code being placed in the wrong spot. I had to do the coding myself due to no response to an email that was sent to Chris. Route is refusing to help and advised to me to locate a web designer. I am forced to delete the app due to no assistance with the incorrect coding

BLACK LIGHT CANDLES
Vereinigte Staaten
15 tage mit der App
RouteApp LLC hat geantwortet 23. Juli 2021

Hi there,


This is an uncommon issue, so thank you for bringing this to our attention! At Route, we pride ourselves on offering world-class customer service, and we'd like to dig into why the installation was a subpar experience. We’d like to take a closer look and help with any questions that come up while adding Route to your site. You can contact us at cms@route.com and we'd love to help any way we can! 

Have a great day,
Bianca, Customer Service

29. Juli 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!

Nordic Peace
Kanada
15 tage mit der App
RouteApp LLC hat geantwortet 2. August 2022

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

28. März 2019

Waste of time. The insurance option never appeared on the checkout and continuous efforts to get support never yielded any results. The app is a great idea and Shopify desperately needs a working app for shipping insurance but unfortunately this app is note ready for prime time :(

The Bubble Tea Company
Südafrika
Etwa ein monat mit der App
3. Februar 2021

Terrible app. I have barely had this app for a month and it is terrible. I received several emails to update my billing (which does not even make sense as there have been NO changes with my billing), I try to login in to see what the issue is and I get an error stating there is no account associated with my email. HUH? HOW? I went through my list of emails and nothing. I send in a support request (mind you, it took 5 days to get any sort of response from customer support) and they say the only email they have on file is THE ONE I HAD TYPED IN 5 TIMES. Absolutely ridiculous and frustrating and now I have tons of orders with no package coverage because of this terrible app.

Peachy Pup Co
Vereinigte Staaten
Etwa ein monat mit der App
RouteApp LLC hat geantwortet 5. Februar 2021

Hi there,

Thanks so much for your candid feedback. We're always looking to improve our merchant experience, so we greatly appreciate you relaying this info over to us.

We're so sorry for any confusion caused, but we're glad it appears we were able to sort out your login issues. To ensure your billing questions were resolved as well, we had a merchant support specialist follow-up via email this morning.

We took a look into your support requests, and we're showing your messages were addressed within 24-48 business hours. At Route, we strive to respond to requests within 24-48 business hours of receipt, and we're so sorry for any initial misunderstandings regarding response times. Lastly, it appears the login troubles were due to an incorrect email address being initially saved onto your account that our team has since fixed.

Again, our sincerest apologies for any frustrations experienced, but we're happy to hear our team was able to work through the snags with you.

If you continue to run into any billing, login, or Route-related questions, please feel free to reach out to us at: merchantsupport@route.com and we'll be more than happy to assist.

All the best,

Jordan, Customer Service

18. Mai 2020

This has seriously been a game changer when it comes to providing the best experience for our businesses. It's free for us to have it on our site and the tracking app is incredible for our customers (also free). We manage several sites and we have had dozens of customers specifically mention how great it was working with Route, so I'm not sure where these other reviews are coming from.

I was reading some of the reviews - Route has been delayed slightly the past few weeks due to COVID-19 (so have we) but they messaged me proactively letting me know at the start of the month. Just got a notification from them that they're back to usual resolve times this week. If you're on the fence, try it. You won't be disappointed.

Clocking in for the Community
Vereinigte Staaten
Etwa ein monat mit der App