리뷰 (419)

전체 평점
3.8
평점 수준당 개수
  • 평점의 70%가 별 5개입니다
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2020년 5월 22일

During the Pandemic Route has decided to not protect the shipments over 30 days of order. I understand this is their business practice but during this Pandemic where shipping times have gone up to and over 45 days they have decided to not protect these against loss or damage. I was a long time user but this practice is down right not consistence with any values of a insurance company and a false protection for customers of having their shipments protected when they are not being protected. Route should be ashamed of themselves.

yielddeals
미국
앱 사용 기간 대략 2년
2023년 4월 4일

Route is a ripoff. Route controls how much your customers pay to protect their packages. They raise the rates as your claims increase (like it's your fault). Merchants have no control over the claims process so if a customer files a legitimate claim and is denied by Route, the merchant is out of pocket for the replacement. All of this is done while Route sits back collecting all the money your customers pay for shipping protection.

I recently switched to Navidium Shipping Protection, which gives me 100% control over the claims approval process, acts as an upsell in your store so, as the merchant, you get to keep the money charged for shipping protection, AND I get to set the price of the shipping protection for my customers. All for a nominal monthly fee. Its a WIN for me!

Don't download this app. Get Navidium instead.

Good Vibes All Purpose Cleaner
미국
앱 사용 기간 대략 2년
답글 RouteApp LLC개 2023년 4월 7일

We appreciate your feedback regarding your experience with our platform. We apologize if our service did not meet your expectations. We would like to clarify that Route's claims process is designed to protect both our customers and merchants, by ensuring that all claims are thoroughly evaluated and investigated before being approved or denied.

We understand that it can be frustrating to have claims denied, and we strive to make our claims process as fair and transparent as possible. That being said, we are always looking for ways to improve our service, and we thank you for sharing your experience with us.

If you have any further questions or concerns, please do not hesitate to contact our support team through our Help Center here: https://merchants.help.route.com/hc/en-us.

Best regards,
Leea, Customer Service

2020년 6월 23일

This app came in very handy when dealing with missing packages! Prior, we were constantly back and forth with the post office and the Route claims process made it very simple to come to a resolution. Super seamless platform.

Mixology
미국
앱 사용 기간 거의 5년
2023년 4월 25일에 편집됨

Edit - Since writing this review we continue to have issues. Route again asked us to replace an order at our expense and promised us reimbursement within the week, it is now going on 2 weeks with daily follow ups where we are repeatedly lied to and told that the money has been paid when it in fact hasn't. They are falsifying information in the dashboard and not making payments even when they say they are - extremely fraudulent and dishonest company. STEER CLEAR UNLESS YOU WANT YOUR MONEY STOLEN. We have since found an honest and efficient company who offers far better and honest service and actually reimburses your money in a timely manner or reimburses direct to the customer.

Honestly have found the whole experience disappointing. When we signed up we didn’t realise we pay for the replacements and reimbursements up front, they refund direct from your Shopify store and create unpaid replacement orders without notifying you, meanwhile Route continues to debit their fee, so we are essentially paying them to provide the service for them and they don’t even tell you that they process claims in this sneaky manner. They debit their money every 2 - 3 days, but then we wait sometimes months for reimbursements so we are out of pocket for long periods. We don’t have an account manager and contact is complicated and confusing. We have also recently learned that we are charged nearly a $50 fee per reimbursement. We were never told this at time of sign up and were not given options. We will be looking for a more honest and reliable provider. Also, expect the customers premiums to go up if your customers actually make claims. Apparently you are penalised for using the claim service.

Willow and Beech
오스트레일리아
앱 사용 기간 대략 2년
답글 RouteApp LLC개 2023년 2월 23일

Hi there,

Thank you for reaching out to us regarding your experiences. We are so sorry for any miscommunications or confusion that occurred during the billing/reimbursement process at Route.

In order to provide a great customer experience, the small Route Protection fee is initially collected by the merchant after a customer orders their items and chooses to add Route Protection to their order. We then have the merchant transfer that small Route fee for the insurance back to Route - typically on a weekly basis.

When Route reorders or refunds a claim filed by one of your customers, we use our claims automation system to complete this process within seconds in the merchant’s platform and will reimburse you back for those claims resolved. The process is ideal for both the customer and the merchant as it’s incredibly efficient and effective to solve customers’ claims as quickly and correctly as possible.

If you have remaining questions or concerns regarding your reimbursements and billing with Route, we encourage you to contact us using our Live Chat feature in our Merchant Portal here: https://merchants.help.route.com/hc/en-us. We would be happy to help. Our apologies again for any miscommunications, and we’d love to continue to partner with you.

Have a wonderful day,
Leea, Customer Service

2021년 9월 23일

its impossible to get someone on the phone even if you are a merchant. Customers are not able to file claims! What is the point of this service?

Artist Couture
미국
앱 사용 기간 대략 2년
답글 RouteApp LLC개 2021년 9월 29일

Hi there,

Thank you for bringing this to our attention. I am sorry for any trouble your customers are having filing issues. We do see the last time an issue was filed was 9/27/21. We would be happy to guide any of your customers who are having trouble submitting an issue, and currently, we only offer email support from our support team.

We have reached out to your CSM and they should be reaching out to you about any concerns you may have. In the meantime, if you come across 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!

Have a great day!
Bianca, Customer Service

2023년 11월 16일

I like this product / service BUT we've had an issue with ROUTE line items not auto fulfilling anymore, and it's been 2 months and multiple emails to continue to ask them to fix it. And still nothing. We're having to manually fulfil orders with ROUTE everyday. It's ridiculous. We'll be switching!

ST SOLEIL
미국
앱 사용 기간 거의 2년
답글 RouteApp LLC개 2023년 11월 28일

Hi there,

We sincerely apologize for any issues you may have experienced with Route. Our top priority is to assist directly with any shortcomings and ensure that any issues are rectified. A member of our team will be contacting you shortly to discuss how we can address and resolve this issue.

All the best,

Skylar, Customer Service

2019년 3월 1일

We've been using Route for a few weeks now and so far it's been great! Set up was very easy and the route support team has been excellent! We haven't had any customers need to use the service yet so I can't comment there, but most customers have purchased and I love being able to give them the option. The plugin looks great on our site and isn't too intrusive. That helps me know it's not affecting the conversion rate in a negative way... I'm willing to bet it'll increase it as customers will feel more secure about their purchase, especially since our product is a high enough price point that customers would be worried about losing it in the mail, etc. Super happy with Route, great app/service!

Shower Diffuser
미국
앱 사용 기간 2개월
2019년 1월 17일

Amazing app! We (along with every other Shopify store) have been waiting for a shipping insurance option for years and were just referred to Route. Great feedback from our customers with them adding Route to their orders, I would say a must have FREE app!

Nylah Beauty
미국
앱 사용 기간 2개월
2020년 8월 18일

This app has been great to provide both merchant and consumer peace of mind when ordering. Our Route rep, Brad, is responsive, helpful, and great to work directly with. My only complaint is that our store dashboard where I can look orders up is so slow. I also wish there was something on our dashboard where we could see our bill by month, instead of just receiving weekly billing notifications.

Copper Pearl
미국
앱 사용 기간 4년 초과
2024년 2월 8일에 편집됨

Very poor response time to emails. Its been 24hrs and no response at all

Update
After many chats with Route - finally they resolved our issue. This should not be the case - there should be a timely response from Route support no matter what. Now I have the Customer success managers asking if support via Chat is better or email and to update review accordingly. My review still hands - increased it 2 stars but the response for my ticket took over a week which is ridiculous and not acceptable.

Pure Life Science
캐나다
앱 사용 기간 4년 초과
답글 RouteApp LLC개 2024년 2월 7일

Hi there,

We appreciate your feedback and apologize for any inconvenience. Your experience is important to us, and we want to make things right. A member of our team will reach out to you directly to work on a solution.

Best,

Skylar, Customer Support