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
November 11, 2021

PLEASSSSE whatever you do, DO NOTTT get this app!! I've had this app for a few months and everything was going great until I had my first claim. They refunded the customer FROM MY ACCOUNT, without MY KNOWLEDGE. You can't call them only email. Once I emailed them about the refund. I deleted the app. I received a email about getting reimbursed for the refund and I needed to make sure that my ...

Afro Glam Nails
United States
6 months using the app
RouteApp LLC replied November 29, 2021

Hello there,

Thank you for taking the time to write a review. We are sorry to hear you haven't had a good experience using Route. We would be happy to clarify any confusion. ...

May 5, 2020

When I started using this app I told their represantative that I do drop shipping and packages may take 20 days in average to be delivered to customers and they insured that this won't be a problem at all.
With corona virus shipments got delayed for 40 days they covered claims equal to the amount they collected from my customers when they sold insurance through my website.
When the claims amount ...

T A Y Online Store
United States
5 months using the app
November 20, 2020

TL;DR "Route has been marking orders on my store as "paid" when they have paid me nothing, causing me to ship items to customers for free. This happened twice and they've been emailed about it many times and they've totally ignored the issue. Emailed 3 seperate staff members and no reply. Absolutely pathetic." I've been using Route across various businesses for 6-9 months so far. I will stop ...

Knock Pods
United States
5 months using the app
RouteApp LLC replied November 20, 2020

Hi there,

Thanks so much for sharing your experience with us. I’m so sorry for any confusion caused, but I’d be happy to clarify. We have recently made an important ...

January 20, 2021

Beyond frustrated with this app. First, it has been causing checkout issues for my customers from day one. If they selected Route, their entire cart would empty! When I contacted support I got the run around for months with them claiming it must be something else on my website. Eventually Shopify Theme Support was able to pinpoint the problem code and prove it was Route's coding that had been ...

Wishes Craft Shop
United States
5 months using the app
RouteApp LLC replied February 1, 2021

Hi there,

Thanks so much for providing this invaluable feedback. We’re always looking to improve our merchant experience, and I'm so sorry yours was less than ideal.

We're ...

Edited March 4, 2022

My experience with Route was the worst I've had with any Shopify app. They have everything set up nicely to entice you to sign up and make sure they get paid from your customers opting in for protection. It took 40 days for me to get my claim reimbursed and countless excuses as to why week after week I couldn't get my payment. Also, be prepared to pay for the claims yourself then fight to get ...

A Taste Of Africa
United States
5 months using the app
RouteApp LLC replied March 10, 2022

Hello there,

Thanks for taking the time to reach out. We're sorry for any issues regarding your reimbursements. I do see there was a bug in the software we use that caused ...

November 1, 2021

We have been using this service for a couple of months now. Almost every customer selects it at check out. BUT route denies every claim. So disappointing. This was supposed to help customers feel more secure about packages being protected but this app is such a letdown. We will be going back to our old insurance app.

Vex Inc. | Latex Clothing
United States
4 months using the app
RouteApp LLC replied November 21, 2021

Hello,

Thanks for taking the time to write a review. We are sorry to hear you have a less than exceptional experience with Route. We would be happy to go over any issues you ...

April 12, 2023

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 ...

NUTROTONIC
United States
4 months using the app
RouteApp LLC replied April 26, 2023

Hi there! Thank you for taking the time to provide us with your feedback. We are sorry to hear about any issues or miscommunications while using our protection feature. That ...

November 12, 2023

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.

amplety
United States
4 months using the app
RouteApp LLC replied November 13, 2023

Hi there,

We sincerely apologize for any issues you may have experienced with Route. Our top priority is to assist directly with any shortcomings and ensure that any issues ...

Edited February 6, 2021

Everything about their business model is broken. First off, they pitch you that Route is free to merchants. That's not true. They tack on their "protection-product" at checkout, and you pay merchant fees + Shopify commission on their plans. Secondly, the customer experience is awful. Put yourself in your customer's shoes, they order from you, and their package never arrives, despite the carrier ...

ÉLÉVATIONE
United Kingdom
3 months using the app
RouteApp LLC replied February 9, 2021

Hi there,

Thanks so much for your candid feedback. We are always looking to improve our practices and greatly appreciate you sharing these details. Our sincerest apologies ...

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 ...

BrainLuxury
United States
3 months using the app
RouteApp LLC replied September 29, 2023

Hi there, we're so sorry to hear about any negative experience you had. Our utmost priority is to assist directly with any errors and make things right for you. We will be ...