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In base alla valutazione
Route has been amazing for our customers and for us! Janice is always quick to respond with any issues, concerns, or questions!
Hello there,
Thanks for taking the time to write this review! We are happy to hear you have had a great experience with your success manager. Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help!
Thanks,
Bianca, customer service
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!
Update: Changing our review from two stars to four. Route reached out with an apology and assured us that they have hired more customer service reps to help process the high number of claims they are receiving due to the pandemic. The errors from our previous claims have been corrected and new claims have been processed in a timely manner. It seems they have addressed their issues and are back to functioning normally.
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Before Covid this insurance was a dream come true for us, they took care of customer claims quickly and efficiently, saving us both time and lost revenue. However, since Covid customer claims are being processed incorrectly resulting in us having to cover the losses ourselves. We are disabling the app for now and hope Route is able to fix their issues and get back to running smoothly again!
The team at Route has been absolutely amazing from the very beginning and throughout each interaction!! Implementation was seamless and their support team has only improved over time thanks to their impressive SLA. The best part of all is that they actually listen to our feedback which we've seen used for current releases! They're always actively looking for areas to improve and continue down the path of being the best in the game!
Hello,
Thanks for taking the time to write this lovely review. We are thrilled to hear your experience has been nothing short of amazing! We take pride in providing excellent customer service and will continue to take any feedback you may have.
Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help!
Have a good weekend,
Bianca, customer serivce
App is just okay. I'm not sure it's worth the money with the issues you get. They withdrawal their money automatically weekly and my biggest issue is when I ship a package, it doesn't not update the tracking number. We have to enter it in. My customer are asking me all the time what is unfulfilled on there order and it always Route. It's some what of a pain.
Hi there,
Thank you so much for sending in your feedback here! We apologize for any confusion or miscommunications while working with our product.
Route pulls the tracking number directly from the order on your backend. If you are utilizing a separate fulfillment system, then you will need to ensure the tracking is being added to the order on your Shopify backend.
Additionally, Route should auto-fulfill itself after something else in the order has been fulfilled. If Route is showing up as unfulfilled and is creating confusion with your customers, you can remove the line, “there are other items in your cart” so the customer will not see this. You as the merchant can go in the back end of the packing slip template, look into the coding and delete this line: " There are other items from your order not included in this shipment."
If you are still seeing issues with your tracking information and orders or would like assistance with the information above, please feel free to reach out to our team here: https://help.route.com/hc/en-us, and we will be more than happy to assist.
Thank you, and take care,
Leea, Customer Service
Route has been great for our customers when they have any transit issues with their packages! Even when a package gets lost in transit route takes care of the issue effortlessly.
Hi there,
Thank you for writing this wonderful review! We're thrilled to hear you have a good experience using Route! Route prides itself on offering great peace of mind for merchants and their customers through our package protection and world-class customer service! We feel very fortunate to partner with you as well.
Should you run into any future questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help!
Thanks,
Bianca, customer service
It's a great program. No risk for buyer or seller, plus a good reputation. I haven't used it yet, just added it to my shop last night, but don't foresee any issues, only benefits.
Hello there,
Thanks for taking the time to write this kind review! We're excited about our new partnership. If you have any other questions, please feel free to reach out to our team at: https://routeapphelp.zendesk.com/hc/en-us and we'd be happy to help!
Sincerely,
Bianca, customer service
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.
Route has been amazing for our store, they have great customer service, their team is always willing to help, and our customers only have positive feedback to share when they purchase their coverage. I definitely recommend it to save on customer service while improving its quality.
Thank you for taking the time to share your positive experience with Route! We're thrilled to hear that our platform has been beneficial for your store and that you have found our customer service to be helpful.
At Route, we strive to provide top-notch service to both our customers and merchants, and we are glad to hear that we have met your expectations. We appreciate your recommendation and hope to continue to exceed your expectations in the future.
If you have any further feedback or suggestions on how we can improve our service, please do not hesitate to let us know through our Help Center here: https://route.com/help-center.
Thank you again for choosing Route!
Leea, Customer Service
Route is really great! Their team is responsive and they do not give trouble honoring their insurance commitments. Our customer love the piece of mind that comes with having Route as a Shipping Insurance option! Thank Team Route!