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
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 ...

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 ...

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. ...

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 ...

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 ...

July 29, 2022

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 ...

Nordic Peace
Canada
15 days using the app
RouteApp LLC replied August 2, 2022

Hi there,

Thank you for taking the time to give us your feedback! We do strive to give the best possible support for every situation, and we apologize that we missed the ...

April 18, 2023

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 ...

MaximumImpactCells
Canada
11 days using the app
RouteApp LLC replied April 26, 2023

Hi there! We are sorry to hear about this experience. We strive to provide our collaborators with professional and respectful service and we apologize if we fell short of ...

September 16, 2023

Aggressive sales rep. Poor customer service. Wouldn't refund $20 over an inadequately explained feature when I already had my own insurance plan. Do not recommend this company.

Selo Olive Oil
United States
10 days using the app
RouteApp LLC replied September 29, 2023

Hi there, we apologize for the unfortunate experience you had. Our top priority is to assist directly with any shortcomings and ensure that any issues are rectified. We will ...

May 2, 2020

I added Route and received a message that it was live. No evidence of it being live on the site. I have messaged them three times over a few weeks with absolutely zero response. I now want to get rid of it due to their awful support and am likely to have to pay someone else to get rid of any code they installed. Not to mention they have a connection to my bank account that I don't trust at all ...

Galaxy Puzzles
United States
9 days using the app
January 27, 2021

Had to delete. It automatically adds to the order and you have to go back to the cart to remove it. In order to not have it auto add to cart they said it would take 3 days. It should be a click of a button either to have it auto add or not. Also it being considered a "product" in my shop got my facebook catalog denied. Great times.

B&B Gifts
United States
7 days using the app
RouteApp LLC replied February 1, 2021

Hi there,

Thanks so much for your candid feedback. We're always looking to improve our merchant experience, and I'm so sorry to hear you felt unable to use Route as ...