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Edit: A representative of the company has reached out almost 500 days later and resolved this billing issue and offered an additional incentive for my brand. I was told they have undergone new management which i'm impressed about so far. The decision to edit this review was on my behalf not Routes.
Horrible company!! User BEWARE. I have had a canceled credit card for over 400 days and this company CONTINUES to try to charge the account and bill me when I have told this company MULTIPLE times to remove me from their services and stop billing me, yet they continue to bill a card thats been closed for over a year!! Customer service says they can't remove the app until the bill is paid!!! Shopify customer service please take note of these practices and please launch an investigaton! This is ridiculous this company is trying to make your customers responsible for paying a bill after repeated requests to cancel. They send me billing invoices everyday in my email and is becoming harassing at this point! Shopify please please please investigate this company, something is very unethical here! :(
Hi there,
Thank you for taking the time to send in your feedback. We are sorry for any miscommunications with your billing experience.
In order to provide the customer with the best experience possible, the small Route fee is collected within the order total that you as the merchant initially collect. We then have you as the merchant transfer that fee for the Route Protection back to Route on your billing schedule with us. These emails and invoices mean that you left us in the middle of the last invoice cycle, and there wasn’t a transfer to Route for those customers that paid for the Route Protection on their orders.
Please let us know if you have any further questions, and you can always contact us using our Live Chat feature in our merchant portal or through our Help Center here: https://merchants.help.route.com/hc/en-us.
Take care,
Leea, Customer Service
terrible service when it comes to covering the insurance cost which are lost. They stop replying or never do and doesnt make any sense to continue anymore with them as they cost a high percentage which is more then they state. --------------------------------------------------------------------------------------------Reply to your message: Thats not true. if in could send you a screenshot of what you guys charged my customers for each order those percentages are a lie.
See screenshot in dropbox link below. https://www.dropbox.com/s/uyrqimr52irjnx0/Screenshot%202021-04-27%20at%2010.59.55.png?dl=0
Hi there,
Thank you so much for your candid review. We're so sorry to hear your experience with Route has been less than ideal, and we'd love to do everything we can to clarify and make things right.
We’re looking at your customer claims, and we’re seeing that they’ve all been handled and resolved in accordance with our coverage policies. Your history also shows that our Customer Success Manager has been an active communicator, responding throughout the relationship.
We're also sorry to hear that you felt our costs were more expensive than anticipated. Route Package Protection is free for merchants and is available for purchase to customers in the cart page. For cart totals under $100 USD, Route is only $0.98 USD. For carts over $100 USD, Route is calculated from 1.5%-5% of the cart total based on several factors (for example, if an order was $150 USD, then Route could be $2.25 USD).
I hope this information helps clarify any confusion caused. However, we'd love to know more about the communications you feel were missed, and if you have any further questions, by reaching out to us at https://help.route.com/hc/en-us or directly to your CSM, Ahseanté. We'd be more than happy to assist however possible.
All the best,
Jordan, Customer Service
They do not pay legitimate claims. Process is hard for YOUR customers to follow and if YOU (the Shopify Store) resolve the customers problem, Route will not. Route expects your customer to go to Route, not to your store for resolution. No one does that, nor does that make for good customer service from your stores' perspective. If Route mistakenly refunds when they were supposed to place another order the will not correct. Their customer service is very "bro cultured:" unresponsive, repeats their "terms and conditions" rather than listening. HORRIBLE experience. Out of 7 claims over 2020 Holiday season they did not resolve one.
Hi there,
Thank you so much for taking the time to give us your honest feedback. We are so sorry that it was not a satisfactory experience for you, and we would be more than happy to assist in any way we can to ensure that proper clarification is given for you and your customers.
Route will review, and refund/replace issues that fall within our current policies and procedures. This ensures that issues that are affected by in-transit delays and approved will be taken care of by us, so you are able to aid your customers in other matters.
If you feel that any issues have been mistakenly denied or refunded/reordered, please reach out to us, so we can investigate further.
Route strives to assist both you and your customers with ease. We are so sorry to hear that this process was difficult, and we would love to find a solution that would create a better experience for everyone involved.
If you have any remaining questions please feel free to reach out to merchantsupport@route.com and we will be there to help! I have notified our team to be on the lookout for any future emails.
Thank you,
Leea, Customer Service
"We have not received any negative feedback from our customers concerning claims filed with Route. The coverage is very affordable, making it more accessible for the customer. The added coverage on the packages is added piece of mind for us!"
Hi there!
We really appreciate this feedback, thank you! We are glad our Protect feature has worked well for you and your customers and that it can offer that peace of mind we strive for.
Should you like to give further feedback, or have any other questions, please feel free to reach out to our team at: https://help.route.com/hc/en-us and we’ll be happy to help!
Have a wonderful day,
Leea, Customer Service
When we first got this app right before the holiday rush, it was PERFECT! Every claim was handled super quick and easily. The pandemic and direct shipping problems with that definitely slowed them down, though I suspect also fast growth because of increased online sales was part of the problem.
We sell mostly lower dollar items, so haven't had a problem getting them replaced or refunded.
I think that there is room for this to be 5 stars again in the future as they catch up and hire more people so that the communication can be better. Overall we have had a great experience, but the slow down in response time has been tricky to navigate.
We had this app in our store for a while before noticing that it was messing with the way our cart functioned. We had a lot customers email in letting us know that when they tried to remove the shipping protection from the cart, it would remove another item. We showed Route this issue and they told us that they would get it resolved. After multiple emails back and forth over months with our account manager Kolby, they just stopped responding and gave up I guess. It is just disappointing to be lead on whilst you could have moved on to another solution. It just sucks to edit all of our FAQs and things now and then start looking for a different solution.
Hi there,
Thanks for reaching out! I am sorry there have been issues with your removing Route from your customer's cart as well as haven't heard back from your account manager. I understand how frustrating that can be since you have been working out this issue for months! I
Again, I am sorry for all the trouble you have had with Route working on your site. Please feel free to reach out to our team if you have further questions at: https://routeapphelp.zendesk.com/hc/en-us
Best,
Bianca, customer service
This has seriously been a game changer when it comes to providing the best experience for our businesses. It's free for us to have it on our site and the tracking app is incredible for our customers (also free). We manage several sites and we have had dozens of customers specifically mention how great it was working with Route, so I'm not sure where these other reviews are coming from.
I was reading some of the reviews - Route has been delayed slightly the past few weeks due to COVID-19 (so have we) but they messaged me proactively letting me know at the start of the month. Just got a notification from them that they're back to usual resolve times this week. If you're on the fence, try it. You won't be disappointed.
It has helped customers feel more secure when ordering knowing their order is covered if lost/stolen
This app is a no brainer for brands that care about their customers. Install was easy. We have seen the majority of our customers add Route Insurance to their carts. Route solves a real problem for us. USPS has inconsistent deliveries at times, packages get stolen, and a host of other issues which are out of our control, yet, impact our ability to delight customers.
We love Route for solving this issue. You should too.
They offered me a gift card to write a good review. :-/
That worries me about the quality of other people's reviews.