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16 Aralık 2020

This app has potential, but is seriously lacking after the latest update to policy. We have been utilizing Route throughout 2020 and initially had a great experience (timely communication in helping to get it installed on our site and also with our customers when there was an issue). HOWEVER, beginning this autumn 2020, Route changed its policies where when a claim is filed by a customer and approved by Route they do not immediately reimburse your account. Instead, if the claim is approved, they will immediately create a replacement order within your store and mark it as PAID and the claim as RESOLVED. Unfortunately, this order is NOT actually paid for at that time, nor is it fully resolved, as new policy dictates that they, theoretically, will now only reimburse claims on a WEEKLY basis (I say theoretically as I have not received reimbursement as of yet from the billing period ending 12/13/20, and there is no reimbursement scheduled on our invoice history w Route). This new policy, even when working as it should, easily leads to complications with the customer as they obviously want their new product shipped out ASAP, however, as a shop I need to explain to them that I will not ship out a replacement until payment *actually* clears from Route. Other issues that have also cropped up recently is poor communication (they take several days to respond to emails [if at all], and are curt in their messages, not answering fully and ignoring assistance requests). There is no phone number or live chat to speak with anyone in real time, so email is your only available method of communication with CS. Also, take note that their insurance does not cover the cost to ship the new item covered in the claim, so although a claim may be filed and approved, Route does not pay for reshipment of the replacement item, nor does the customer -- it will have to come directly out of the shop's pocket...not ideal for international packages or items that are pricey to ship.

Sloppy Chops Co
Amerika Birleşik Devletleri
Uygulamayı kullanma süresi:Neredeyse 4 yıl
RouteApp LLC yanıt 4 Ocak 2021

Hi there,

Route strives to provide top notch customer service, so we greatly value feedback and appreciate you sharing your experience with us. We are so sorry it was less than ideal, but we'd be happy to clarify further and assist however we can.

Our new update - Resolve via Platform (RVP) - eliminates the time, effort, and cost required to resolve customer issues with a replacement order or refund when the customer encounters order issues with lost, damaged, or stolen packages.

In terms of billing under this new system, Route still pays for qualifying refunds and reorders - the subtotal of the protected items minus shipping, taxes, or discounts - and merchants will be credited/paid weekly by Route for all refunds and reorders. Although we've changed how we format reimbursements, Route still works as promised.

For more details on what RVP means for billing, read more here.
While we are busy at work this holiday season with an uptick of online orders and COVID and weather delays, our new RVP update allows for a 24-48 hour response time and much faster resolution time.

I see that a member of our merchant team has already been in touch with you regarding your billing questions and further assistance. However, should you run into further questions, or notice any billing discrepancies, feel free to reach out to us at merchantsupport@route.com. I’ve notified our team of your feedback, so they’ll be on the lookout for any communications!

Hope you had a lovely & safe holiday season,

Jordan, Customer Service

13 Kasım 2023

We were charged for route automatically when we wanted it as an option for customers to pay. Now we owe almost $180 because we could not get an associate to approve our request to change this? Complete BS and we are dropping route immediately.

Green Gone Detox
Amerika Birleşik Devletleri
Uygulamayı kullanma süresi:1 yıldan fazla
RouteApp LLC yanıt 16 Kasım 2023

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 resolved. A member of our team has contacted you to discuss how we can address and resolve this issue.

All the best,

Skylar, Customer Service

26 Mayıs 2020

LOVE ROUTE! During all that is happening in the world lots of packages are getting lost or stolen and they have been so great to help my customers! HIGHLY recommend they have helped my customers feel taken care of!

Reece & Co. By Kiana
Amerika Birleşik Devletleri
Uygulamayı kullanma süresi:Yaklaşık 2 ay
2 Eylül 2021 tarihinde düzenlendi

Awesome customer service! Filing shipping claims takes so much time for merchants. Route helps with this process by having the claims handled by your customer through an easy process and then they do the rest. It is a pleasure working with Cameron and his team! Thanks for the support.

SuperMagnetMan
Amerika Birleşik Devletleri
Uygulamayı kullanma süresi:Yaklaşık 2 ay
RouteApp LLC yanıt 10 Eylül 2021

Hello there,

Thanks for the raving review! We are thrilled to hear you have had a great experience using Route. We take pleasure in giving world-class customer service and we are happy to hear we have been hitting your standard of support. If you come across any 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

18 Aralık 2020

Our representative has been so nice to work with and answers all of our questions quickly(:
The policies on the other hand can be confusing at time.

Andar Wallets
Amerika Birleşik Devletleri
Uygulamayı kullanma süresi:Yaklaşık 3 yıl
RouteApp LLC yanıt 22 Aralık 2020

Hi there,

Thank you so much for the feedback! We’re thrilled to hear that you’re enjoying working with our team.

We know coverage policies can be tricky to navigate so we’ve outlined them here (https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies) to make it as easy as possible! Should any questions come up, never hesitate to to touch base with our team at merchantsupport@route.com.

Wishing you a very happy holiday season,

Holly, Customer Support

31 Temmuz 2020

App was great at the beginning as it solves the issue of items being stolen or lost and doesn't cost you anything. However it has become more and more difficult for customers to file claims or even get a response so I reached out for a customer... and waited... and waited... 8 days later they closed the request.... without responding to it!!!! Will be deleting the app and offering my customers shipping insurance a different way from now on.

Route made over $5,000 through my customers over the last 6 months (on top of anything they had to reimburse) but today I deleted the app. Guess 10k a year isn't important enough for them to answer their emails.

Blaze DVDs
Amerika Birleşik Devletleri
Uygulamayı kullanma süresi:1 yıldan fazla
11 Ağustos 2022

Route made the integration to our Shopify store as seamless as can be. We noticed an immediate insight into our customer behavior where they are quick to maintain the Route insurance in the cart and throughout checkout. We greatly appreciate all of Route's help in providing additional options to help our customers feel secure with their purchase.

CAMI NYC
Amerika Birleşik Devletleri
Uygulamayı kullanma süresi:Yaklaşık 2 ay
RouteApp LLC yanıt 11 Ağustos 2022

Hi there,

Thank you for taking the time to send in your feedback, this is great news! I am so glad our team was able to make this integration seamless for you and your customers. We are here to help every step of the way!

If you would like to submit any other feedback or have other questions please contact us here: https://help.route.com/hc/en-us and we will be there to assist!

All the best,
Leea, Customer Service

20 Eylül 2023 tarihinde düzenlendi

They were once great. But their customer service changed drastically and not for the better. A change in their code messed up our checkout and our customers could not check out. We dont know how much money in sales we lost due to this. Our guess is between $3000-$5000 in lost sales. I tried to get my account manager to meet with me to talk about my account and strategy but he refused and kept sending me to the automated system. In the past my account manager was amazing and made me feel so supported. In the end he stopped responding to my email and the thread was left unfinished. I was sad to leave an App I once loved so much. But if it isn't servicing your business, as a business owner, you have to move on. I have found a much better solution in another app.

Warrior Within Designs
Amerika Birleşik Devletleri
Uygulamayı kullanma süresi:1 yıldan fazla
RouteApp LLC yanıt 26 Eylül 2022

Hi there,

Thank you so much for your review! We are so glad to hear this.

If you had any additional feedback or questions, you are more than welcome to contact us at https://help.route.com/hc/en-us, and we will be there to help!

All the best,
Leea, Customer Service

1 Kasım 2023

Route has been wonderful! It's improved the customer experience and added much needed protection to their orders. As a furniture company, we deal with a lot of mishandling of shipping with UPS (who's insurance and claim process is pretty much a joke) Route has made the damage claim so much easier and faster to deal with. The platform is easy to use and their support staff is amazing and always so helpful. Highly recommend!!

Cura Home
Amerika Birleşik Devletleri
Uygulamayı kullanma süresi:Yaklaşık 2 ay
RouteApp LLC yanıt 13 Kasım 2023

Hi there,

We appreciate you taking the time to share your positive experience with Route! We strive to provide exceptional experiences to all our customers, and we're glad to know that we have met this expectation. We value your partnership, and look forward to continuing to work with you and your team.

Thank you, and have a great day!

Skylar, Customer Support

16 Şubat 2022 tarihinde düzenlendi

Historically, we have been a fan of Route shipping. Now, downgrading the review a neutral rating. They have helped replace many lost and stolen packages for our customers. However, recently they rubbed us the wrong way. During the pandemic, we were asked by our local PO to use the self-service kiosk to speed up the mainline as we only needed a scan since we handle packaging and postage at our facility. Knowing the SSK scan was recorded differently we reached out to Route for clarification as their website did not list the SSK type scan and they responded below. "We accept any tracking update regardless of where/how it was scanned. If there is an update to the tracking, we are happy to accept it as truth." https://help.route.com/hc/en-us/articles/360020320273-Why-is-my-order-stuck-in-transit-or-pre-shipment- After experiencing a lost package with a scan from the SSK they denied the claim and after further discussion with their support, they doubled down and would not cover the lost packages scanned using the SSK. They treat the SSK scan differently than a scan from the front desk. For the SSK to be covered they require an extra tracking update after the SSK scan for it to be covered if lost which is not the case if you scan a package at the front desk. They say they will update the website to clarify how the SSK scans are handled so future customers are aware of this. Time will tell if they do as they say they will. We do not recommend scanning packages at the SSK if you use Route as the SSK scans are held to a higher standard.

Killzone Flashlights
Amerika Birleşik Devletleri
Uygulamayı kullanma süresi:3 yıldan fazla