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Used to be great customer service and REAL protection, now after having to ask my customers to file a police report.....this is ridiculous! DO NOT RECOMMEND!
2nd UPDATE: Route was working fine on my website for a few months then randomly stopped. The toggle wouldn't turn on and my customers could not add it to their purchases. I tried contacting Route via 3 different methods. It has been over a week and no response.
UPDATE: After seeing my review, a Route rep contacted me. It seems they were not receiving my support requests. He was very helpful and got the app installed correctly on my website. It is working properly, no complaints.
PREVIOUS REVIEW: There's no support whatsoever. Wrote them several times and received no response. Couldn't get the app installed properly. I worry that if my customers actually need to file a claim, it'll end up getting ignored like my support requests.
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
Run away! This company takes your money and doesn’t refund it.
As a small business owner, I am telling you to avoid the headache of dealing with these individuals, we already have enough on our plate.
Hi there,
We’re disappointed to hear about your experience, and we want to make things right. A member of our team will reach out to you directly to find a solution.
Best,
Skylar, Customer Success
route only replaced 5 packages for us in the last 6 months, our out of pocket for replacements is still astronomical because route doesn't approve MOST claims. their app has been removed from the google play store and we have received constant customer complaints about their lack of service. this company is a scam and shouldn't be on the app store
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 help or clarify however possible.
After reviewing your customer order issues, we’re showing that those closed or denied were due to the following reasons:
1) Order tracking showing “unfulfilled”.
In such cases, Route will refer the customer to the merchant for a fulfillment update or updated tracking (should the order have been shipped but the tracking not updated). Once the order is fulfilled, Route coverage still applies.
2) The order issue was filed outside of Route’s coverage policy timeframes.
Issues delivered and not received, or delivered and broken, must be filed within 15 days of the delivery date. On lost issues, a customer must file within 30 days of the last tracking update. For a more detailed overview of our policies, please see: https://routeapphelp.zendesk.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies.
3) After Route reached out for more information, the customer never responded.
In these situations, Route sends two reminder emails every 48 hours. If the customer doesn’t respond within 48 hours of the second reminder email, the ticket is automatically closed. Should the customer eventually respond on these threads, the ticket is then reopened and addressed within 24-48 hours.
4) Tracking update or delivery after an order issue is filed.
When a tracking status is updated or marked as delivered after a customer issue is filed, the customer is notified that their package is on its way or has been delivered, and the ticket is closed.
Our sincerest apologies for any confusion caused regarding the filing process or coverage policies and timeframes.
If there are any you feel any customer issues were wrongfully denied and need to be revisited, please reach out to us at merchantsupport@route.com and we’d be happy to assist. Additionally, we’d be happy to clarify any of the above policies or procedures as needed. Our team has been notified of your feedback and will be on the lookout for any future emails.
Feel free to reach out with any other questions as well. We’d love to help however we can.
All the best,
Jordan, Customer Service
Very very disappointed with the service from Route. They increased our prices and broke our check out cart - on chat will raise the issue and the agent then just disconnected the chat without any information or follow up via email
Hi there,
Thank you for sending in your feedback! We are sorry to hear of any miscommunications or delays while working with our team.
We would be happy to discuss the details of the Premium Rate changes, and the issues surrounding your checkout cart as soon as possible so we can assist with a solution.
Feel free to contact us via chat on our Help Center here: https://merchants.help.route.com/hc/en-us and we will be there to help!
Thank you,
Leea, Customer Service
Terrible experience. The app is glitchy, it doesn't handle well order edits. Customer service doesn't reply or sends canned answers. And when a package is lost they DON'T pay! There's always an excuse. I have been dealing with them for 2 months to get paid for a claim. And they didn't approve another claim that should have been. I am pulling this app out of my store.
Hi there,
Thank you so much for your candid feedback! We are very sorry to hear that you’ve had a challenging time with claim approvals and app glitches. We would be happy to look into any claims that you feel should have been covered. I’ve notified our team to look out for an email from you at merchantsupport@route.com so we can review our policies and get everything squared away from you.
In the meantime, you can look at our package protection policies here (https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies) on our Help Center. Often times that helps to clear things up, as well!
Hoping your year is off to a great start!
Holly, Customer Support
They placed an order for our customer who lost her package WITHOUT paying. Customer service has no response when asked about the detail of the issue/payment. Feel frustrated about the service." More than a week passed, I have not got my reimbursement back yet even after everything they requested set up, no direct response to my question. Really bad service!
Hi there,
Thanks for your review. I’m so sorry your experience was less than perfect, but I’d love to help clarify. We have recently made an important automation update that slightly affects how Route-covered reorders and refunds are recorded.
This update - Resolve via Platform (RVP) - allows us to process replacement orders and refunds at the click of a button via Shopify for a much faster resolution time. These orders and refunds are still covered by Route, but credited weekly back to your Route bill. While the format of reimbursements has changed, Route still works as promised.
For more details on how RVP affects your billing, please read more here: https://help.route.com/hc/en-us/articles/360055934194-Route-Order-Issues-Resolution-Resolve-via-Platform-
If you need anything else, feel free to reach out to merchantsupport@route.com and we will get you taken care of as soon as possible! I have notified our team to be on the lookout for any future emails.
Best,
Jordan, Customer Service
Great idea but we do not understand why it has to be a physical product at checkout. It creates a multiple of issues. For example bundle discounts buy 3 items and save it counts route insurance. There is more always shows on what else would you like buy no way to exclude it. The headaches are too much to handle
Absolute rip off. My customer received her crystal which was damaged in transit at the tip. They claim it is only "cosmetic" because the item is still usable but that would mean any of my crystals technically would never be covered as all of the damage would be "cosmetic." Now my customer has paid for a service and they are being ripped off since Route won't cover it. Personally I feel like this is a big oversight on their part. Not all items damage the same way. Be cautious when downloading this and helping your customers be ripped off. NEW EDIT: as you can see in their answer below they did resolve my orignal issue but that is because I threatened to call the BBB on them, not out of the goodness of their heart. Damage is damage even if it is just a chip so their policies allow them to accept or deny claims at their discretion and I am assuming its usually denied. I cancelled them on my shop because they have changed a lot of their policies including that if a package is marked as stolen customers may have to file a report with the police. I have a lot of black customers and I would NEVER ask them to make contact with the police for something as little and stupid as a lost package when Shipsurance does not require this. I also just had an international customer have their claim denied which I am currently trying to dispute. He thought it was lost in customs so waited to file a claim in the hopes it would arrive and now they have denied him saying he waited too long. With COVID and extended wait times for international shipments it seems like AGAIN they just do not want to pay out for services they have been paid for. Absolutely don't deal with these people. They are a total rip off. Second edit: They will not cover my international shipment that was lost in transit. If I had insured it through Shipsurance for $0.70 I would have not had to pay out over $100 to my customer who spent THEIR OWN money on Route's product.
Hi there,
Thanks so much for your candid feedback. Route prides itself on offering top-notch customer service to our merchants, and we are so sorry your experience fell short.
I’m showing that the customer in question submitted a photo in which no damage is visible, and that the specialist made a cosmetic damage call based on the photos provided.
The customer and yourself responded mentioning that the damage was indeed not cosmetic and would fall under Route policy. With that additional information, it appears our specialist was able to get managerial approval to cover a refund for you customer.
Our sincerest apologies for any confusion or misunderstanding. Per Route policy we cover damage that renders an item unusable, and not minor cosmetic scratches or dings: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies
We understand many merchants sell specialty products such as artwork, crystals, etc… and our team is always happy to work with merchants to find the best solution for their products.
Again, we’re so sorry your experience fell short of expectations, but we’re happy we were able to take care of your customer.
We would love to continue our partnership, and are always available to discuss coverage options on your crystals. If you are interested in continuing but would like to explore how Route will best work for your store, please reach out to csm@route.com and we’d be happy to assist.
Hope you had a lovely weekend,
Jordan, Customer Service