Reviews (408)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
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Merchants appreciate this app for its efficient customer support and user-friendly interface. It's praised for reducing the hassle of handling lost, stolen, or damaged packages, saving businesses time and money. Merchants report increased customer satisfaction and conversions since integrating the app. The claim process is efficient, resolving issues promptly. Described as a strategic partner, it provides an extra layer of order protection and meets customer expectations for quick replacements. The service is seen as mutually beneficial, enhancing customer peace of mind while benefiting businesses.
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Waste of time. The insurance option never appeared on the checkout and continuous efforts to get support never yielded any results. The app is a great idea and Shopify desperately needs a working app for shipping insurance but unfortunately this app is note ready for prime time :(
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.
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 those expectations as well as for any inconvenience caused by our follow-up.
We appreciate your feedback and will take this as an opportunity to review our communication and collaboration processes to ensure that we are providing a better experience for our collaborators in the future. If you run into any other questions or concerns you can reach out to us via our Help Center here: https://merchants.help.route.com/hc/en-us. Our team will always be happy to assist!
Take care,
Leea, Customer Service
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 any more since there is no way to communicate with them. If I could give zero stars I would.
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.
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 originally planned. We would be happy to clarify the process and help however we can.
In an effort to ensure that the type of Route coverage plan chosen by a merchant is working best for their unique business practice, Route evaluates and approves coverage plan requests after submission. Approvals are processed by our amazing Customer Success Team within a maximum of 5 business days.
Lastly, I was able to connect with our Implementation team, and it does sound like there's a way to create a collection that excludes Route and has Facebook pull from that collection. We'd be happy to work with you to sort that out, if you're interested.
If you would like to continue using Route, please feel free to contact us at merchantsupport@route.com and we'll do everything we can to speed up that approval and Route asset implementation.
Again, thanks so much for your candid review, we greatly appreciate it.
All the best,
Jordan, Customer Service
I have been trying to install and get this app working on my store for last 1 week. Extremely difficult to get hold of customer support. Only have an email option. Email responses are slow.
Hi there,
Thank you for bringing this to our attention. We are sorry you have had any issues with getting Route set up. We would be happy to help out with any issues you have had. We do apologize we only offer email responses at this time and I sincerely apologize for the delay in responses.
If you come across any other 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!
Best,
Bianca, Customer Service
Do not download this app. It is diffcult to install and when you email for help nobody responses or they transfer you to a different department that takes even longer to respond. I have a business to run I get a lot of orders, I can't wait all day for you guys to have some professionalism and help me with your app.
Hello there,
Thanks for taking the time to reach out. We are so sorry you have had a rough time installing Route. We can understand how frustrating that can be. If you are still not fully installed, please reach out to CSM@route.com. Our team would be happy to help you finish getting that set up.
If you have any other 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!
Thanks,
Bianca, customer service
Does not uninstall and still on my store. STAW AWAY. can some one help take this app off my store?!
Hi Reine,
Thank you for bringing this to our attention. We are sorry for any confusion on uninstalling Route. I would be frustrated if I was in the same situation. We would be happy to guide you on this matter. If you reach out to our Onboarding team, they would be happy to help you! https://help.route.com/hc/en-us/requests/new?ticket_form_id=360001446393
I also see we tried reaching out on 1/5/22 and you can reply to that email if that is easier. We want to make sure we are able to help you remove Route from your store.
Thank you for your patience and we look forward to hearing from you!
Best,
Bianca, customer service
I tried to get this installed on my site. They requested access as a collaborator which I gave them. I had problems with figuring out where the app was supposed to show up on my site. I emailed them multiple times with absolutely ZERO response and so I had to remove this from my site.
If I could, I would rate 0 stars, as the only thing this app did is to charge my customers extra and not provide any help or refund, as claimed.
I have yet to receive any reply from them on any of the emails I have sent. My customers have only received generic replies that only frustrated them further.
Was very hyped about it, but was proven to be a horrible experience.
Are you guys still functioning? I have not gotten any response in 2 weeks. I am also looking at my dashboard and we have issues from December that have not been taking care of. Assist me that would be really appreciated
Hi there,
Thank you for relaying your experience to us. We are so sorry to hear you’ve had trouble contacting our team and using your Dashboard. We’d love to do everything we can to support you.
It appears we’re not showing any correspondences from the email we have for you on file. Our sincerest apologies if there was any confusion caused regarding the best points of contact for support. We have reached out directly to the email address on file, so feel free to respond back on that thread or reach out to us directly at: merchantsupport@route.com.
Additionally, while we experienced some delays in responses a few weeks ago due to a backlog of issues filed, our response times have since returned to our usual 24-48 business hours.
Again, if you are still running into any Dashboard questions, or have any other questions or concerns, please respond to our email or contact us at merchantsupport@route.com. We’ve notified our team to be on the lookout for future messages from your team so we can get you taken care of as soon as possible.
All the best,
Jordan, Customer Service