Route Protection and Tracking

I have never written a review but I felt like I had to in order to WARN YOU of route's FRAUDULENT business model.
They do not honor anything they claim to protect. They just say, this claim did not fit our protection policy. they make money off of you and PISS your customers OFF!

We are currently self insuring our packaging, we are very happy and immediately send a replacement in case of a loss or damage and we are in control of our customers happiness and the money WE KEEP kind of evens out WITH THE MONEY OF LOSS. SO, if route is legitimate, how can they make profit and satisfy your customers?

THE ANSWER IS THEY DON'T, THEY ONLY MAKE MONEY AND LEAVE YOU AND YOUR CUSTOMER PISSED.

UTTER DISRESPECT.

Love Route shipping insurance. It's really a win win for businesses, you get a free service to offer your customers which you don't even pay for, your customers do. I love how Route also covers packages stolen by porch pirates which is a big thing around the Holiday season. The team over at Route has been easy to work with and happy to help out with any customizations I've requested. Highly recommend.

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.

At first the app worked great (early 2020) and there was Merchant support and even a phone number at that time but now no phone number and emails take days even a week for a response. Over the last 6 months the claim dashboard has issues and trying to file the claim is broken. Even the customer gets an error message trying to file the claim. If you have multiple items in the shipment, you have to add photos of every single item so for a box of 100 tiles that arrive broken, you have to add the photos 100 times! One claim was denied for a damaged table top saying it was cosmetic. I only give it 2 stars as it has potential but lacks people that can respond to emails (no phone number is available for any help). They rate a F with the BBB which tells it all. Read the reviews there.

Relieves alll of my customer stress with packages not arriving and a peace of mind knowing they can be helped if purchased. Highly recommended!

This app has been so great! The integration and installation were so smooth and the app is doing exactly what it should. Great app, definitely recommend.

We love using Route! Very simple integration and our customers love having extra protection on their packages. App is super intuitive and easy to navigate.

Route has helped us A LOT! We had so many issues with delivery it was ridiculous. Being that we do not handle the packages or shipping ourselves it became overwhelming on our end having to deal with customers, reshipping, losing money, etc. With Route I have seen the biggest change for us in a positive way. We no longer have to insure packages on our end and make customers file claims with the carrier that always get denied. Chargebacks have slowed down as well and we no longer lose out on product and money.

Very easy to install, great customer service and implementation team, and glad to be able to offer it to our customers for peace of mind when ordering from us.

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.