Overall rating
Counts per rating level
  • 70% of ratings are 5 stars
  • 6% of ratings are 4 stars
  • 2% of ratings are 3 stars
  • 3% of ratings are 2 stars
  • 18% of ratings are 1 stars
Edited July 27, 2023

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! :(

Tetramode® | Psy Styles
United States
About 3 years using the app
RouteApp LLC replied March 22, 2023

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

Edited June 13, 2023

UPDATE- Aubri from Route reached out and fixed the issue. Works now.

Does not work. Worked for the first month and now the route check box doesn't even appear. Tried various settings and nothing seems to work.

United States
About 2 months using the app
RouteApp LLC replied June 20, 2023

Hi there, thank you for updating your review and bringing the issue to our attention. We apologize for the inconvenience you experienced initially and we're so glad to hear that Aubri from our team reached out and was able to fix the issue for you.

Our team is committed to resolving any technical issues promptly to ensure a positive and seamless user experience. If you encounter any further difficulties or have any additional feedback, please don't hesitate to reach out to us: https://route.com/help-center. We appreciate your patience and the opportunity to make things right.

All the best,
Leea, Customer Service

Edited April 25, 2023

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
About 2 years using the app
RouteApp LLC replied February 23, 2023

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

March 29, 2023

Route has been an indispensable asset for our business, providing a solution to the nightmare of getting reimbursements from our shipping provider, which was previously a significant challenge for both us and our customers. With Route, the process of obtaining a new product or reimbursement has become incredibly simple and easy.

One of the biggest issues we faced was product damage during transit, resulting in lost profit. Thankfully, Route has provided us with an effective solution to recover these losses, whether it be for damaged, lost, or stolen products. This has significantly improved our customer satisfaction and resulted in repeat customers.

It's worth mentioning that some negative reviews we've seen about Route are due to poor business management from the company they were purchased from. As someone who handles all the emails about incidents that occur, I can confirm that this is often the case. It's essential to understand that partnering with Route is a two-way street. Both parties need to take responsibility and do their part to ensure customer satisfaction.

Overall, we are incredibly grateful for the convenience and efficiency that Route has brought to our business, and we highly recommend it to any business owner struggling with shipping-related challenges.

United States
6 months using the app
RouteApp LLC replied April 3, 2023

It's fantastic to hear that our shipping insurance solution has been such an asset to your business. We are committed to providing a seamless experience for our customers and their clients, so it's great to hear that our service has been so effective in resolving issues with lost or damaged products during transit.

We understand how frustrating it can be for businesses to deal with reimbursements from anyone, and we're glad that we've been able to simplify and streamline that process for you. We're also thrilled to hear that our service has improved your customer satisfaction and resulted in repeat business.

As you've noted, some negative reviews of Route are a result of issues with shipping companies, rather than our own service. We always strive to work collaboratively with our customers to ensure that we are meeting their needs and providing the best possible service.

Thank you for taking the time to share your positive experience with Route. We truly appreciate your recommendation and look forward to continuing to support your business.

Take care,
Leea, Customer Service

Edited June 20, 2023

This app is annoying calling and emailing with unsolicited requests, refusing to respond by email, they only want to talk over the phone, forgetting it is online business, ecommerce - digital economy.

They do not adhere to Shopify framework, they want you out of your Shop to create a login on their side while most of the app out there would use Shopify's framework starting with seamless and pleasant login form within the Shopify. So this is not a native Shopify app but some interface to their system, you have to go elsewhere, maintain yet another account (and accounting!).

Sales tactics are annoying and marketing collateral is unhelpful defeating the purpose of the online business, which is... online! Phone books are obsolete!

We never asked for anything of them, somehow they bought our address and been sending unsolicited offers and calling us pretty annoyingly.

We refuse to create accounts outside of Shopify and uninstall apps not supporting Shopify's SSO, demanding creating accounts on their end. We also refuse to take unsolicited calls and in general despise all spam.

Any "paracite" app leaching off Shopify sellers' hard work should not be placing unreasonable demands or burdens on Shopify sellers, should be thinking how to adhere to Shopify frameworks and be more usable and user friendly. Apps that demand a separate login and a credit card outside of Shopify should be banned from the Shopify App Store.

United States
About 1 hour using the app
RouteApp LLC replied June 20, 2023

Hi there, we deeply apologize for the unfortunate experience you had. Our utmost priority is to assist directly with any shortcomings 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 the issue. 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,
Leea, Customer Service

February 21, 2023

Route Protection is the best service there is. They not only provide awesome service ensuring our customers receive their orders safely but they also stand behind their promise to be there when there's a claim. We added Route to our shipping services more than a year ago. They have not failed us with expert service. Justin Boyce, our rep, never ignores emails, provides excellent service and never hesitates to explain when more info may be required in a given situation. Our customers are happy knowing they can rely on our services as we stand by our policies. Thank you, Route! Thank you, Justin Boyce!

United States
Over 1 year using the app
RouteApp LLC replied February 23, 2023

Hi there,

Thank you so much for taking the time to share your positive experiences with us! We are so glad to hear that Justin and our Support Team have both been vital and consistent resources for you and your customers.

If you would like to submit any other feedback or have other questions please feel free to contact your CSM, or utilize our Help Center here: https://help.route.com/hc/en-us.

Have a great day,
Leea, Customer Service

July 14, 2023

Our business loves the services that Route offers. It is so nice to have an extra layer of protection on an order that doesn't leave us responsible for something that happens in shipping. Annabelle Jackson, our customer success manager, has been so great to work with! She keeps us in the loop about new services and always helps us find ways to best use our funds!

The Frilly Frog
United States
About 2 years using the app
June 2, 2023

Smooth and easy setup process. Our Customer Service team absolutely loves this! It has really made things easier for everyone including our customers. We have had nothing but positive results to this point. We view it and use it as a customer perk and have had no negative incidents to this point.

DanceWear Corner
United States
7 months using the app
RouteApp LLC replied June 7, 2023

Hi there, thank you for sharing your experience with us! We're delighted to hear that the setup process was smooth and that our service has been well-received by your Customer Service team, and we're also grateful to hear of the positive results. Rest assured, we'll continue to prioritize your satisfaction and strive to provide excellent service moving forward. Thank you again for your feedback.

Take care,
Leea, Customer Service

August 30, 2023

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!

United States
3 months using the app
April 5, 2023

Route has been amazing for our store, they have great customer service, their team is always willing to help, and our customers only have positive feedback to share when they purchase their coverage. I definitely recommend it to save on customer service while improving its quality.

You Matter
United States
10 months using the app
RouteApp LLC replied April 7, 2023

Thank you for taking the time to share your positive experience with Route! We're thrilled to hear that our platform has been beneficial for your store and that you have found our customer service to be helpful.

At Route, we strive to provide top-notch service to both our customers and merchants, and we are glad to hear that we have met your expectations. We appreciate your recommendation and hope to continue to exceed your expectations in the future.

If you have any further feedback or suggestions on how we can improve our service, please do not hesitate to let us know through our Help Center here: https://route.com/help-center.

Thank you again for choosing Route!
Leea, Customer Service