Reviews (419)

Overall rating
3.8
Counts per rating level
  • 70% of ratings are 5 stars
  • 5% of ratings are 4 stars
  • 2% of ratings are 3 stars
  • 3% of ratings are 2 stars
  • 19% of ratings are 1 stars
May 11, 2021

We finally got a lovely person (Katie) to provide us some support and help regarding the appin the end. But by that point there had just been too many issues to make it worthwhile. First, setup is not easy or smooth. Secondly, they modified some things in our checkout process that we didn't want and we had to have them resolve it. Next, we see clients adding it (or having it default and them not deselecting it) so ok....But we never saw or got notice of when a new order was needed to be shipped to a client. It was not a painless, smooth or easy process that they lead you to believe when making their sales pitch AT ALL. It also required you to log on over to their site and see and track things there. Sorry, I don't see that making life any easier. Then I guess we had 1 maybe 2 orders with issues and they reached out to us and said that we were having too many issues and had to raise rates/change the setup as it wasn't working for them. What?!?! In the end, it didn't save us any time, energy or ease of frustration with order issues. Spent awhile looking around at other apps and we'll move on to one of them. If we are going to have the headaches anyways, then why are we giving them the money? Would give it a 1 star were it not for the help Katie was kind enough to provide in the end.

DopeBoo
United States
3 months using the app
RouteApp LLC replied May 21, 2021

Hi there,

Thank you for relaying your experience. We’re so happy to hear that our wonderful CSM, Katie, was able to provide help and clarity in the end . We do apologize, however, for the rocky start. We’d be happy to look into your situation as well and do everything we can to further clarify and set things right.

At times when merchants have additional assets on their page, or customized checkout processes as in your case, adding Route can require a few extra steps for a smooth setup. We do have a team dedicated to implementing the Route widget in such situations, and they can be reached at merchantsupport@route.com should you run into any future implementation snags.

We are so sorry for the confusion caused regarding notice of when a new order is needed to be shipped. When an issue is approved for a reorder, our specialists notify the customer and an update is provided for merchants within the dashboard.

Regarding tracking, we do require an account login for our merchant portal so merchants can securely track their customers’ packages and have visibility into issue statuses and order stats.

Customers, on the other hand, are welcome to download and log into our Route app or follow the web tracking link in their Route confirmation email to track their packages.

Again, thank you for sharing your experience, and our apologies for any confusion caused. All of your feedback has been passed along to our team. If you experience any further implementation difficulties, tracking inquiries, or other questions, please feel free to reach out to merchantsupport@route.com and we’d be more than happy to assist.

All the best,

Jordan, Customer Service

November 2, 2020

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.

Shining-Gifts
United States
About 1 month using the app
RouteApp LLC replied November 20, 2020

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

November 5, 2019

A company that will pay for all your customers' lost, stolen and damaged packages at no cost to you? If it sounds too good to be true, it might be. Over six weeks, Route paid five claims for lost and stolen packages. But our first damage claim—and more importantly, the company's handling of it—caused us to deactivate the app.

We sell luxury baby gear, so the safety and integrity of our products is of the utmost importance. A customer contacted Route when her $1,400 product arrived with a 3-foot gash and numerous holes in the box, which resulted in scratches and dents. Route tersely informed her that she was not eligible for a replacement or refund because the damages were "only cosmetic," not functional. Route instead offered a $150 refund, which would not come close to covering the cost of replacement parts. The customer was outraged and is planning to file a chargeback against us, which would quickly erase the financial gains we made with Route.

Route's website makes no mention to customers or retailers that claims may be only partially covered. Prior to implementation, the sales rep assured us repeatedly that Route does not meddle in the details of claims—he said their goal is to make these claims easy for both us and the customer. In reality, they are asking customers to file police reports for any lost item over $100, and their team is arguing with customers about the value of damaged products. Plus, our account manager on multiple occasions threatened to raise our rate from 1% to 3% because we had five claims in six weeks. Route will work for you some of the time or hopefully, even most of the time. But for us, the benefits did not outweigh the risk to our customer satisfaction and company reputation.

Strolleria
United States
2 months using the app
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.

LEDs 2 RAVE 4
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

August 8, 2020

We have used this app for about one month and maybe 800 customers have purchased it. The process for the customer to request a replacement and reorder is not easy like their sales team have suggested. A customer will almost always get frustrated and require support from the brand.

Maybe 20 customers have requested a claim and as of now only one has been approved. We have had to mitigate for these which is fine but really defeats the purpose of this app.

Lastly, the support is not quality as you need to submit email tickets and responses take long which frustrates a customer further.

I would recommend that someone should just consider adding a product themselves as insurance and test for a month to see if you even need a service like this. But, if you do need this consider another service as they dont follow through on their marketing claims.

SUVA Beauty
Canada
2 months using the app
August 11, 2021

Started off great, app was working well. Then our checkout started crashing on mobile, this continued to happen and our abandoned cart rate skyrocketed. Even after we deleted the code and the app, the route text stayed on our checkout, we have lost thousands of $ in sales due to this app. They have said they will fix the issue but never do, then they asked us to reinstall the app, and it started affecting the checkout again, such a joke, no compensation just excuses.

thetoespacer
Canada
21 days using the app
July 29, 2020

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.

Coconu
United States
20 days using the app
Edited August 12, 2020

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!!

Your Oil Tools
United States
19 days using the app
May 6, 2020

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.

Shiny Leaf
United States
17 days using the app
June 17, 2021

I was having trouble with my Checkout button disappearing. I have reached out to support and was advised that this is not a Route issue. When I don't have Route installed everything works fine. This issue is caused by the Route code being placed in the wrong spot. I had to do the coding myself due to no response to an email that was sent to Chris. Route is refusing to help and advised to me to locate a web designer. I am forced to delete the app due to no assistance with the incorrect coding

BLACK LIGHT CANDLES
United States
15 days using the app
RouteApp LLC replied July 23, 2021

Hi there,


This is an uncommon issue, so thank you for bringing this to our attention! At Route, we pride ourselves on offering world-class customer service, and we'd like to dig into why the installation was a subpar experience. We’d like to take a closer look and help with any questions that come up while adding Route to your site. You can contact us at cms@route.com and we'd love to help any way we can! 

Have a great day,
Bianca, Customer Service