Route: Post‑Purchase Platform , 406 Rezensionen
Anpassen
-
Nach Bewertung
We have been using this service for a couple of months now. Almost every customer selects it at check out. BUT route denies every claim. So disappointing. This was supposed to help customers feel more secure about packages being protected but this app is such a letdown. We will be going back to our old insurance app.
Hello,
Thanks for taking the time to write a review. We are sorry to hear you have a less than exceptional experience with Route. We would be happy to go over any issues you feel have wrongly been denied. You can contact our team at: https://routeapphelp.zendesk.com/hc/en-us
We want to make sure we make things right for you and your customer. You can also reach out if you have any other questions. Thank and enjoy the rest of your day.
Best,
Bianca, customer service
I have never written a review but I felt like I had to in order to WARN YOU of route's FRAUDULENT business model.
They do not honor anything they claim to protect. They just say, this claim did not fit our protection policy. they make money off of you and PISS your customers OFF!
We are currently self insuring our packaging, we are very happy and immediately send a replacement in case of a loss or damage and we are in control of our customers happiness and the money WE KEEP kind of evens out WITH THE MONEY OF LOSS. SO, if route is legitimate, how can they make profit and satisfy your customers?
THE ANSWER IS THEY DON'T, THEY ONLY MAKE MONEY AND LEAVE YOU AND YOUR CUSTOMER PISSED.
UTTER DISRESPECT.
Hi there! Thank you for taking the time to provide us with your feedback. We are sorry to hear about any issues or miscommunications while using our protection feature. That is certainly not the experience we aim to give!
Please note that Route provides protection assistance in the event that a customer's order is lost, stolen, or damaged during transit. Our team follows our set claims policies, which can be found here: https://shoppers.help.route.com/hc/en-us/articles/6017831679511-Route-Package-Protection-Policies. Furthermore, customers paying for Route Protection will have the option to click the Route Protection fee on or off when checking out.
If you or your customers have any questions about our policies or a filed claim, please don't hesitate to contact our team at any time through our Help Center, which can be accessed here: https://merchants.help.route.com/hc/en-us. We are happy to help in any way we can.
Best regards,
Leea, Customer Service
Everything about their business model is broken. First off, they pitch you that Route is free to merchants. That's not true. They tack on their "protection-product" at checkout, and you pay merchant fees + Shopify commission on their plans. Secondly, the customer experience is awful. Put yourself in your customer's shoes, they order from you, and their package never arrives, despite the carrier saying they delivered it. First thing they do is contact you "hey where's my package?" You send them to route to file a claim, who then says "ok, it's probably stolen, go file a police report and upload it." Ok, when is the last time you filed a police report? Yeah, I didn't think so. So the customer is left frustrated, and harassing you. In the 5 months I used route, they approved a grand total of one claim, while making anywhere between $5k-$9k from us. Instead, move towards self-insuring. Call it package protection, offer it to your customers, and keep the money for a couple times a month you'll need to reship. Route is well funded, with an aggressive sales team, but in the end, their business model makes zero sense. If you'll think about it, you'll know I'm right. Worst of all, I'm pretty sure these guys have been paying off app developers who make competing products. A really well-built app shut down overnight and is now "recommending" route. *caugh *caugh.
Hi there,
Thanks so much for your candid feedback. We are always looking to improve our practices and greatly appreciate you sharing these details. Our sincerest apologies that your experience fell short of expectations, both with platform fees and Route protection policies.
In accordance with our policies, Route Package Protection is free for merchants and available for purchase to customers on the cart page. However, please note that if you use any 3rd party platforms such as Shopify or PayPal, they may incur their own separate fees.
We were able to look into your customer claims, and it appears that - out of those unapproved - the majority were filed either out of coverage timeframe or the customer was unresponsive after the request was sent to post a police report. Per Route policy, we do require short waiting periods for delivered (but not received) or stuck-in-transit items to ensure they weren't prematurely marked as delivered or temporarily held up en route. Additionally, we require police reports for high-priced orders delivered but not received to help us and local authorities track trends and ensure reorders arrive safely.
I hope this helps clarify your customer claim resolutions, but we are so sorry for any confusion caused regarding our package protection coverage and police report requirements. For a more detailed outline of our policies, please see: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies. Our specialists are trained to give step-by-step instructions on how to file a report, and we are so sorry if any information remained unclear for you and your customers. We have flagged this feedback to our team and are reviewing police report filing instructions to ensure they're as clear as possible.
We do currently offer features for merchants to customize their coverage to better fit their business practices and build a more seamless customer service flow. Should you be interested in exploring those options in the future, feel free to reach out to us at merchantsupport@route.com.
Again, we greatly appreciate you sharing your experience, but we are truly sorry for any frustration or misunderstandings caused regarding platform fees or protection policies.
Please let us know if you have further feedback or questions, and we'd be happy to assist.
All the best,
Jordan, Customer Service
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
Banner is not showing properly on mobile and desktop. Option does not appear at checkout. Contacted customer service atleast 5x for days and NO RESPONSE. Terrible service!
Hi there,
Thanks for taking the time to reach out. I am sorry you had a delayed response regarding your banner! I do see one of our agents was able to get you taken care of. We appreciate your patience on the matter and please reach out if you have any further problems regarding your banner. Thanks and enjoy your day!
Best,
Bianca, customer service
Probably the worst app I've ever attempted to use. And their customer service is also not the best. I emailed them for a month as the app was bugging my checkout flow and I lost sells due to them, but I still wanted to use the app and their answer after making me wait this long was "I have just asked the implementation team about this issue and they let me know that it won't be fixed anytime soon considering the backlog of bugs currently in queue. They are also having a difficult time replicating the issue so it will take a while to fix. I don't have an ETA from them on when this could be fixed. I'm terribly sorry about that, but I will keep this ticket in my "on-hold" queue and let you know when I have any updates." A literal "we don't care!".
Hi there,
Thanks so much for relaying your experience to us. Our sincerest apologies for the implementation bug and delay as our team is working through a log of over 7k merchants on a variety of platforms. We were able to connect with them last week to prioritize your website snag and do everything we can to make things right.
We are so sorry you felt our initial response was inadequate. Our logs show we responded within our usual 24-48 business hour goal and helped solve that initial checkout error on the same day you reached out. We apologize that your implementation snag persisted and that the implementation delay caused frustrations.
We’re showing that our team was able to take a deeper dive into the issue and found that the checkout error was a result of the general network and Shopify network speed in Denmark. It appears there have been several other merchants experiencing similar snags that are also unrelated to the Route app:
1) https://community.shopify.com/c/Technical-Q-A/Cart-error-message/td-p/780481
2) https://community.shopify.com/c/Shopify-Discussion/Urgent-PLEASE-Cart-error/td-p/583948
Again, our sincerest apologies for the abnormal implementation wait and for any inconveniences you’ve experienced while working through your website troubles.
While one of our specialists was able to email you directly with this information, should you run into any future questions please feel free to reach out to us directly via your Route email thread or here: https://help.route.com/hc/en-us.
All the best,
Jordan, Customer Service
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.
I had to uninstall this app. It feels scammy. They would not credit me for purchases that were cancelled. There is no way to reconcile the charges. The customer service is non-existent.
Stay away.
Hi there, we deeply apologize for any negative experience you had. Our number one priority is to assist directly with any issues and make things right for you. We will be contacting you within the next 24-48 hours to discuss how we can address and resolve any charges that need to be reconciled. If you have any further requirements, please feel free to reach out at any time through our Help Center or live chat: https://route.com/help-center.
All the best,
Skylar, Customer Support
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.
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 :(