Route Protection and Tracking

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.

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.

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.

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.

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.

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

Just downloaded Route for our store. I asked route to download their app on a duplicate theme to make sure things go smoothly. Horrible, many of their widgets are active on our LIVE THEME without me even knowing and made many bugs in our cart system. Lost more than half of our revenues in three days. Trying to get my manager to call me ASAP, she says "we have a meeting coming up". This is a horrible experience so far! Can't believe this!

I have NEVER have people with an app phone me, and better yet so rudely demanding that I respond to the collaborator request. A request that was merely a week old and which they had sent ONE email about NO followup. They quoted my email, etc. as if I am supposed to leap at Route's request. People have lives, people have jobs & people may also have other businesses to run. The sense of self importance from the ROUTE staff was just absolutely unprofessional & appalling.