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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
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
Route has been great. Our success manager Robert has been there at every step to help, and our customers have been taken care of quickly when shipping services fall short.
Hi there, thank you for the great review! We're so glad that you've enjoyed working with one of our amazing CSM's, and we're excited to assist your customers. Your satisfaction means a lot to us!
Thanks,
Skylar, Customer Service
Highly recomend, great add on for your customers. Akshara from Route is a pleasure to work with :)
Hi there,
Thank you so much for taking the time to share your positive experience! We are so glad to hear that using Route has been beneficial for your customers, and that you've enjoyed working with one of our fantastic Account Executives, Akshara.
If you would like to submit any other feedback or have other questions please feel free to utilize our Help Center here: https://help.route.com/hc/en-us.
Have a great day,
Skylar, Customer Service
Customer service is unresponsive and promises a 2-5 day wait for fee installations, but delays extend beyond 2 weeks. The chat option is manned by a bot, not a person, leading to prolonged response times via email. Ultimately unhelpful, I uninstalled the app and suggest exploring alternatives. As a business owner, this level of customer service is unacceptable.
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 within the next 1-2 business days to discuss how we can address and resolve this issue.
All the best,
Skylar, Customer Service
Aggressive sales rep. Poor customer service. Wouldn't refund $20 over an inadequately explained feature when I already had my own insurance plan. Do not recommend this company.
Hi there, we apologize for the unfortunate experience you had. Our top priority is to assist directly with any shortcomings and ensure that any issues are rectified. We 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 requirements, 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
I had to uninstall this app. It feels scammy. They would not credit me for purchases that were cancelled. There is no way to reconcile the charges. The customer service is non-existent.
Stay away.
Hi there, we deeply apologize for any negative experience you had. Our number one priority is to assist directly with any issues and make things right for you. We will be contacting you within the next 24-48 hours to discuss how we can address and resolve any charges that need to be reconciled. If you have any further requirements, 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
This app is great! It took a quick 5 minute chat with them, 2 minutes to get the app installed, and within 30 minutes they'd done the on-boarding and we had people using it. We've seen a jump in cart conversions and I can tell our customers will like the extra security.
We have over half of our customers use it. I'd highly recommend this!
This app surprised me. It has indeed increased customer confidence. Items on my shop have a high ticket and this app helps my customers feel at ease. Initially had some issues with getting this app functional on my site. Route support got it squared away for us! Ahseante is the best CSM around! Whenever we reach out for assistance we typically our questions answered either same day or the very next day. Defintley reccommend getting Route Shipping Insurence, save yourself and your customers the hassle!
Very easy to set up and operate, they handle customer service for claims (unless you'd prefer to do it in-house), and they handle replacement ordering. The insurance is flowthrough, so cost-neutral to merchants and covers full value of order for loss, damage, or theft. Would definitely recommend for porch pirate-y US market.