Arvostelut (416)
Tarkenna
-
Luokituksen mukaan
We lost thousands of dollars of revenue because the Route app script somehow converted our subscription products into one-time purchases. Therefore, the subscriptions never renewed, and those sales were lost. This didn't come to our attention until we noticed that recurring sales were significantly down after a couple of months. Beyond that, we were told that they would investigate the issue, but we didn't hear back for two weeks, and only then because I reached out again to see if they had un update for us. I would certainly avoid this app!
Hi there, we're so sorry to hear about any negative experience you had. Our utmost priority is to assist directly with any errors and make things right for you. We will be contacting you within the next 24-48 hours to discuss how we can rectify and resolve the issue. If you have any further questions or concerns at this time, 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
The set-up took no time at all! We had our first customer using it later that day.
I like that our customers have this added protection, and it means we aren't out of pocket should anything go awry, in fact we might even make more through resent orders.
Their customer service is horrible. They approved a claim, but are dragging their feet when it comes to payment. Ongoing for 3 weeks now. Update: It took a while, but they finally assigned an account rep who helped with the refund as promised. Hopefully I won't have another issue but it I do, she has said I can contact her directly.
Hi there,
Thanks so much for your honest and valuable feedback! During peak holiday season it can take a bit longer than normal to process reimbursements, but with some of our new automation technology those processing times are steadily decreasing. I looked into your most recent claim, and it appears you were refunded in full - including the PayPal transfer fee - for the order on Jan. 7th.
In the future, if you have any questions regarding issues or reimbursements, please feel free to contact merchantsupport@route.com, or your CSM directly, and we’ll get you taken care of ASAP.
Thanks again for your feedback and for choosing Route. We’re so lucky to have you on board!
Hope you had a safe holiday season,
Jordan, Customer Support
We appreciate the service that Route offers. There are some features that we feel need to be improved for the future however this app allows us to offer our customers top notch customer service.
Hello there,
Thanks for taking the time to write this review. Route prides itself on offering world-class customer service! We are sorry to hear some features aren't to your standard. If you have any concerns or suggestions, we would be happy to take them at: https://routeapphelp.zendesk.com/hc/en-us
Thanks for the feedback and reach out if you need anything else!
Enjoy your day,
Bianca, 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
Updating our review-unfortunately Route has had major bugs and customer service issues of late, and we are de-activating. The slow response times, denials for arbitrary reasons, and billing issues (double billing us multiple times) is worsening our customer service experience, not enhancing it. (ORIGINAL REVIEW: We had some initial bugs implementing Route, but customer support and partnerships teams have been very amenable to my suggestions for improvement, and finding creative solutions that fit our brand ethos and website user experience. We pay for full coverage so it's a little pricey. I will say that the customer paying for Route at checkout was problematic from the start, which is why we went with full service. )
Hi there,
Thank you for your positive review! We're so pleased that our implementation, support, and partnership teams were able to work with you on solutions and features that best fit your brand and user experience.
We likewise feel very lucky to be partnering with you, and we are glad that the full coverage option is bringing peace of mind to both you and your customers.
Should you run into any future snags with your current Route setup, feel free to reach out to us at merchantsupport@route.com. We would be more than happy to support and accommodate however possible!
Hope you are staying safe and healthy,
Jordan, 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
Route app works great even though it has some problem in loading sometimes. This needs to be corrected because a lot of time customers could buy the product and wouldn't even know such a thing existed on the store.
I’ve been using this app for my customers both United States and Jamaica and it was not until 3 days ago they blocked my check out button from my Jamaican customers. Why would you put a coding into my theme that made it difficult for some of my customers to check out? And the proof is there so this is not made up!
Hi there, we sincerely apologize for any issues you may have experienced with Route. Our number one priority is to assist directly with any shortcomings and ensure that any issues are rectified. A member of our team will be contacting you within the next 1-2 business days to discuss how we can address and resolve this issue.
If you have any further questions or concerns, we encourage you to reach out at any time through our Help Center or live chat via your merchant dashboard: https://route.com/help-center.
All the best,
Skylar, Customer Support