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We've been using Route for a couple months now and it has been a great experience! Set-up is extremely easy and their team is friendly and easy to work with. This app is free for merchants but allows you to provide third-party shipping insurance to your customers where they pay a minimal fee. Many many of our customers started choosing it at checkout immediately. They've already helped a few of our customers who had lost/stolen packages either get a replacement or a refund for their order. They completely take care of it and will just repurchase from your website for the customer if they desire a replacement.
I would recommend using this, you won't regret it!
I've had almost 50% of my store's orders use this service since I installed it. I received an order with Route Shipping Insurance only hours after it went live on my site!
Zoram, is the best customer service support at Route. Very responsive and follow up on your issue until it solves. Highly Recommend the app!
Hi there,
Thanks so much for this glowing review of Zoram's stellar customer service and response times, as well as our app!
We feel very lucky to work alongside him, and with merchants such as yourself.
Should you run into any future questions, please feel free to reach out to us at https://help.route.com/hc/en-us, and we'd be happy to help however we can.
Hope you're having a wonderful week!
Jordan, Customer Service
Simple setup and immediate results! Fantastic way to increase conversion rates and elevate our customer service offerings. A win - win.
Route is a good service to use as it takes care of a lot of the issues we simply do not have time to deal with. They work very quick and easy so far we have had nothing but good things to say about the app. They are the solution we have been looking for .
Hello,
Thank you for taking the kind words. We're happy we can provide the solution for package protection. Route prides itself on offering great peace of mind for merchants and their customers through our package protection and world-class customer service!
Should you run into any future 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!
Have a nice day,
Bianca, Customer Service
Our account rep is incredibly helpful and responsive when we have questions about a claim, which lifts a lot of my stress. I don't know what I would do without Route.
Hi there,
We are so happy to hear that you are enjoying working with Route and your Customer Success Manager, Shaylee. We think she’s pretty incredible, as well.
We are always here to help however we can so should you have any questions please feel free to reach out to merchantsupport@route.com.
Thank you, again,
Holly, Customer Support
As the logistics manager for the shop, I've contacted Route support multiple times now regarding an issue where the system doesn't allow us to pass step 9 of onboarding. The app allows us to go through the entire process and clicking the "continue" button of step 9 would be the final action to take. However, no matter the device or browser used it simply does nothing. When it's closed out and relaunched It is stuck on a limited access portal screen. We have had to delete and reinstall the app multiple times with no luck. I am sure this is internal because a few days ago I set up this app on another store. So it seems like there is an issue completeing onboarding on this shopify account. I am only giving it 1 star because at the very least we should have received a response from support. They have never replied or contacted us back. I hope we never need support with the other shop.
Hello there,
Thanks for taking the time to reach out! I am sorry you have had any problems with your onboarding experience. I do see we responded on April 1, 2022, with a possible solution. If that doesn't work, please respond back to that email and we would be happy to help you further.
We appreciate your patience regarding your onboarding and look forward to hearing from you.
Thanks,
Bianca, customer service
My company implemented Route onto our website a year ago and it has been an integral aid in our customer experience. The integration was very quick and the support team has always been expedient.
Working well and customers enjoy the ability to protect their orders. The route platform is not as user friendly and how it works from a merchant standpoint is not explained thoroughly.
Hi there,
Thank you for taking the time to send in your feedback. Our sincerest apologies for any miscommunications during this process, and I am more than happy to help!
After review, it looks like our team was able to assist you with your reimbursement questions and requests! However, our team is ready and here to assist further if you are still seeing issues or concerns with those funds.
You can contact us through this link: https://help.route.com/hc/en-us and we would be glad to clear up any of those questions or concerns with you!
All the best, and take care,
Leea, Customer Service
During the Pandemic Route has decided to not protect the shipments over 30 days of order. I understand this is their business practice but during this Pandemic where shipping times have gone up to and over 45 days they have decided to not protect these against loss or damage. I was a long time user but this practice is down right not consistence with any values of a insurance company and a false protection for customers of having their shipments protected when they are not being protected. Route should be ashamed of themselves.