レビュー (408)

総合評価
4
評価レベルごとの件数
  • 評価の71%は5つ星です
  • 評価の5%は4つ星です
  • 評価の2%は3つ星です
  • 評価の3%は2つ星です
  • 評価の18%は1つ星です
2019年9月6日

As a shop owner, the last thing I want to do is disappoint a shopper. As long as they purchase the insurance, they are all set should something go wrong. The claim process was fast, with no fuss!

American Kettle
アメリカ合衆国
アプリの使用期間:7ヶ月
2021年5月25日

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

Restrained Grace
アメリカ合衆国
アプリの使用期間:7ヶ月
RouteApp LLCが返信しました 2021年6月7日

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

2020年6月23日

This app really gives my customers peace of mind when they make a purchase with my company. We love it and recommend it! I feel that without it people are more hesitant to purchase my products because they can be damaged in the mail so easily.

3 Plus Me
アメリカ合衆国
アプリの使用期間:7ヶ月
2021年8月17日

Everything so far has been an awesome experience. We haven't had a claims or anything yet but our customers seem to really like the added protection offered through Route. Customer service has been great as well. Our account manager just reached out to us to show new features and to see how we were doing. He is very pleasant to work with. No complaints here. Thanks Ahseante!

Spyder Industries
アメリカ合衆国
アプリの使用期間:7ヶ月
RouteApp LLCが返信しました 2021年8月23日

Hello,

Thank you for writing this wonderful review! We're thrilled to hear you have had a good experience using Route! Route prides itself on offering great customer service and we are pleased your account manager has been helpful.

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

2021年5月24日

The representative contacted me back very quickly and was very eager to help. I wasn’t even a quarter into my website. Installation was a breeze. I love that my customers are protected. This is something I use often, myself. It’s easy to promote a product you trust and believe in.

Sandy Creek Apparel
アメリカ合衆国
アプリの使用期間:7ヶ月
RouteApp LLCが返信しました 2021年5月27日

Hi there,

Thank you for this glowing review! We're thrilled to hear that our representative was extremely supportive and that Route installation was a breeze.

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!

Hope you and yours are staying safe and healthy,

Jordan, Customer Service

2019年7月17日

Route has helped us save an immense amount of money as we don't have to pay out of pocket now every time an order is lost, stolen or damaged. Customers can order order with confidence knowing that their product has been insured 100%. The staff at Route is always ready to help us with any questions or issues that we face. This app has truly changed our fulfillment process and customer service in a great way!

Beautiful Disaster Clothing
アメリカ合衆国
アプリの使用期間:7ヶ月
2023年5月17日

Great app, really helps reduce the customer service cost and lost revenue due to carrier issues. I've been a customer for over a year and I've only had good experiences with it and their amazing team.

Brandon Kyle Goodman
アメリカ合衆国
アプリの使用期間:7ヶ月
RouteApp LLCが返信しました 2023年5月19日

Hi there!

Thank you so much for your amazing review! We're thrilled to hear that our app has been a valuable tool in reducing customer service costs and addressing carrier issues effectively. We greatly appreciate your continued support, and our team is ecstatic to know that we've consistently provided you with positive experiences. We'll keep working hard to deliver excellence in our services.

Best regards,
Leea, Customer Service

2019年4月8日

Australian Shopify user and like a lot of ecommerce business's we were having our fair share of problems with AusPosts losing parcel's and having to recover unhappy customers. But now with ROUTE, those problems have disappeared overnight. Our customers are LOVING having there parcels covered and we are loving how much ROUTE has made our lives easier.

The ROUTE teams customer service is second to none and from the start we have felt very valued as customers. Set up is a breeze thanks to the ROUTE team handling all of that for us.

Its a no brainer really, it costs you nothing, but adds tremendous value to your business!! My advice, add this App TODAY !!

The Material Girl Australia Pre-Order
オーストラリア
アプリの使用期間:6ヶ月
2019年10月23日

Love the app - and ive seen my conversions go up - the only thing i dont understand is, i cant seem to change the "product photo" - i try to put my own custom photo (Route logo just different), and it always reverts back to the original square photo - which in my cart (round preview thumbnails) doesnt look good.

Choppn'
ギリシャ
アプリの使用期間:6ヶ月
編集日:2021年1月18日

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.

GeffenBaby.com
アメリカ合衆国
アプリの使用期間:6ヶ月
RouteApp LLCが返信しました 2021年1月18日

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