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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
It's a good idea and I guess it gives customers confidence. Although I'm not sure how the claim process works since my customers didn't have to make a claim. My problem with Route is that they claim that the service is free, while it's not. The way it works is the customer adds to cart "Route package protection" as an insurance and basically adds that cost to the order. Then, Route charges me for that same cost, the merchant is just the middle man, in theory. But in reality, they don't take into account fees associated with the sale (shopify fee, paypal fee etc...). Which is a few cents per order. It might not seem a lot for 1 order but on thousands of orders it starts to add up. Moreover, it's not free as they advertise it, and they know it. When confronting support about it they tried to circumvent the problem saying it's "paypal's fault, contact paypal, it's your store's fault etc..." But it's not, it's the way the app works. At one point after all the evidence I brought and when they couldn't deny anymore, they just stopped responding, I deleted the app. The concept is good, but shady practices and poor customer service doesn't make me want to continue with them. Moreover after reading the last reviews, I'm happy I don't have to deal with them anymore. You shouldn't either.
Hi there,
Thank you for your invaluable feedback. My sincerest apologies for any frustration caused - I would feel very similarly.
In regards to the claims process, customers can report issues on any lost, stolen, or damaged Route-protected packages by following the link in their Route confirmation email or through the Route app. Step-by-step reporting instructions for your customers can be found here: https://help.route.com/hc/en-us/articles/360020319513-How-to-report-an-issue. If you ever need to file on behalf of your customers, please see this article: https://help.route.com/hc/en-us/articles/360020506834-Report-Issues-for-Customers.
In accordance with our policies, Route Package Protection is free for merchants and is available for purchase to customers on the cart page. However, please note that if you use any 3rd party platforms such as Shopify or PayPal, they may incur their own separate fees.
I hope this helps clarify your concerns. If you have received any questionable charges from us, or have any additional questions, please contact our merchantsupport@route.com as we’d love to assist and look into that further. I have flagged your feedback to our team who will be on the lookout for any future questions.
Regards,
Jordan, Customer Support
Had to delete. It automatically adds to the order and you have to go back to the cart to remove it. In order to not have it auto add to cart they said it would take 3 days. It should be a click of a button either to have it auto add or not. Also it being considered a "product" in my shop got my facebook catalog denied. Great times.
Hi there,
Thanks so much for your candid feedback. We're always looking to improve our merchant experience, and I'm so sorry to hear you felt unable to use Route as originally planned. We would be happy to clarify the process and help however we can.
In an effort to ensure that the type of Route coverage plan chosen by a merchant is working best for their unique business practice, Route evaluates and approves coverage plan requests after submission. Approvals are processed by our amazing Customer Success Team within a maximum of 5 business days.
Lastly, I was able to connect with our Implementation team, and it does sound like there's a way to create a collection that excludes Route and has Facebook pull from that collection. We'd be happy to work with you to sort that out, if you're interested.
If you would like to continue using Route, please feel free to contact us at merchantsupport@route.com and we'll do everything we can to speed up that approval and Route asset implementation.
Again, thanks so much for your candid review, we greatly appreciate it.
All the best,
Jordan, Customer Service
I have been trying to install and get this app working on my store for last 1 week. Extremely difficult to get hold of customer support. Only have an email option. Email responses are slow.
Hi there,
Thank you for bringing this to our attention. We are sorry you have had any issues with getting Route set up. We would be happy to help out with any issues you have had. We do apologize we only offer email responses at this time and I sincerely apologize for the delay in responses.
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!
Best,
Bianca, Customer Service
Great idea, but the execution is not smooth enough. Having a separate email to the client is clunky, needs to be integrated into the Shipping Confirmation Email within Shopify. We still field all the emails/questions from clients regarding their shipment. No benefit gained with this product installed.
I've also reached out to support and not heard anything back for over 48 hours. That response time is ridiculous for a company in this space as I can only assume our customers will also experience delays when they engage Route.
The process getting setup was not great.
The pricing was off from what we were charged. The first clams were denied. The claim process was not easy at all for us. Customers complained a lot about there setup.
Overall experience was horrible and I would love my money back!!
If you care about your customers' experience like we do, you would stay away from this service. They are great in sales but they don't offer any technical support or customer service. Many customers have been adding the insurance to their purchase which was ok, however claims which have been made by our customers have been left unanswered (almost a week now) with no sign of them getting answered. Only following up with the sales rep made them ask us for which claims are open. Thanks but not thanks.
Do not download this app. It is diffcult to install and when you email for help nobody responses or they transfer you to a different department that takes even longer to respond. I have a business to run I get a lot of orders, I can't wait all day for you guys to have some professionalism and help me with your app.
Hello there,
Thanks for taking the time to reach out. We are so sorry you have had a rough time installing Route. We can understand how frustrating that can be. If you are still not fully installed, please reach out to CSM@route.com. Our team would be happy to help you finish getting that set up.
If you have 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!
Thanks,
Bianca, customer service
Does not uninstall and still on my store. STAW AWAY. can some one help take this app off my store?!
Hi Reine,
Thank you for bringing this to our attention. We are sorry for any confusion on uninstalling Route. I would be frustrated if I was in the same situation. We would be happy to guide you on this matter. If you reach out to our Onboarding team, they would be happy to help you! https://help.route.com/hc/en-us/requests/new?ticket_form_id=360001446393
I also see we tried reaching out on 1/5/22 and you can reply to that email if that is easier. We want to make sure we are able to help you remove Route from your store.
Thank you for your patience and we look forward to hearing from you!
Best,
Bianca, customer service
Are you guys still functioning? I have not gotten any response in 2 weeks. I am also looking at my dashboard and we have issues from December that have not been taking care of. Assist me that would be really appreciated
Hi there,
Thank you for relaying your experience to us. We are so sorry to hear you’ve had trouble contacting our team and using your Dashboard. We’d love to do everything we can to support you.
It appears we’re not showing any correspondences from the email we have for you on file. Our sincerest apologies if there was any confusion caused regarding the best points of contact for support. We have reached out directly to the email address on file, so feel free to respond back on that thread or reach out to us directly at: merchantsupport@route.com.
Additionally, while we experienced some delays in responses a few weeks ago due to a backlog of issues filed, our response times have since returned to our usual 24-48 business hours.
Again, if you are still running into any Dashboard questions, or have any other questions or concerns, please respond to our email or contact us at merchantsupport@route.com. We’ve notified our team to be on the lookout for future messages from your team so we can get you taken care of as soon as possible.
All the best,
Jordan, Customer Service