Reviews for Route Protection and Tracking

I've been partnered with Route for 2+ years and have appreciated not only their primarily services within their tool, but their admirable support + partnership. It's great having the opportunity to not just enjoy working alongside a partner, but growing with a partner, while understanding each other's aches, growing pains and growth plans. I'd recommend Route at the leading partner in the Shipping Insurance D2C space to any merchant.

As others have mentioned, having Route as an extra layer of protection for our orders has been helpful. The CSMs we have worked with are quick to handle issues within the app or specific order situations. Keep up the great job and here's to a successful Q4!

We have been using Route for almost two years now and have experienced nothing but top of the line support from their team members! We recently merged to a new system and although there were a few hiccups, Justin Boyce and Adam Casper did everything they could to resolve any issues in a timely manner and they always make us feel like a top priority. They repeatedly come to us with solutions should any problems arise and always have a positive attitude! All in all, 10/10 experience.

It makes me really sad to write this because I do actually love the product, but we had to deinstall. It was spamming customers with notifications - sending them 3 emails for a single order: a confirmation, shipping of the "product" which isn't really a product, and an email about their insurance. Within a span of 2 minutes a single customer was just getting way too much. Note that this is with the notifications turned off. Hope you guys can fix this, but for now it's a definite deinstall!

We are a small family business in the business of shipping perishables across the country. We have been doing this going on 3.5 years now and I can’t tell you how many orders we’ve lost and how many customers with unacceptable shipments. We had the fortunate luck of an incredible route representative that stayed persistent. Her persistence led us to take a meeting and presenting the incredible value that route brings to our business and more importantly our customers. This is the only time I can tell you that it’s too good and it’s all true ! Our patrons see the value and more importantly their order is covered. In the first month alone we saved so many patrons money and more importantly our patrons know they are covered. Route is a an absolute must for any business. Do not ship anything unless you have route as an option!

Highly recomend, great add on for your customers. Akshara from Route is a pleasure to work with :)

Warrior Within Designs

2023-09-20

United States

They were once great. But their customer service changed drastically and not for the better. A change in their code messed up our checkout and our customers could not check out. We dont know how much money in sales we lost due to this. Our guess is between $3000-$5000 in lost sales. I tried to get my account manager to meet with me to talk about my account and strategy but he refused and kept sending me to the automated system. In the past my account manager was amazing and made me feel so supported. In the end he stopped responding to my email and the thread was left unfinished. I was sad to leave an App I once loved so much. But if it isn't servicing your business, as a business owner, you have to move on. I have found a much better solution in another app.

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.

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 we didn't hear back for two weeks, and only then because I reached out again to see if they had un update for us. I would certainly avoid this app!

Route has been a big support to our business, helping us provide better service for our customers when dealing with the dreaded shipping struggles of lost, missing, stolen, or damaged packages. The CSMs we've worked with have been responsive to our needs and questions, and the general care team has been responsive as well with any case-by-case concerns or questions we've had.

I had to uninstall this app. It feels scammy. They would not credit me for purchases that were cancelled. There is no way to reconcile the charges. The customer service is non-existent. Stay away.

Edit: A representative of the company has reached out almost 500 days later and resolved this billing issue and offered an additional incentive for my brand. I was told they have undergone new management which i'm impressed about so far. The decision to edit this review was on my behalf not Routes. Horrible company!! User BEWARE. I have had a canceled credit card for over 400 days and this company CONTINUES to try to charge the account and bill me when I have told this company MULTIPLE times to remove me from their services and stop billing me, yet they continue to bill a card thats been closed for over a year!! Customer service says they can't remove the app until the bill is paid!!! Shopify customer service please take note of these practices and please launch an investigaton! This is ridiculous this company is trying to make your customers responsible for paying a bill after repeated requests to cancel. They send me billing invoices everyday in my email and is becoming harassing at this point! Shopify please please please investigate this company, something is very unethical here! :(

The Frilly Frog

2023-07-14

United States

Our business loves the services that Route offers. It is so nice to have an extra layer of protection on an order that doesn't leave us responsible for something that happens in shipping. Annabelle Jackson, our customer success manager, has been so great to work with! She keeps us in the loop about new services and always helps us find ways to best use our funds!

We have been using Route since February, and it has made things SO much better for both our CX team and customers! Filing claims is so easy, and issues are resolved far more often than not. Our CSM, Annabelle, is always quick to respond and extremely helpful! Route's support team is very communicative and easy to work with. We highly recommend using Route!

Route has been an amazing addition to our company. When items are shipped we have no worries because they are always there to help our customers solve their problems should there be any in case of shipping companies losing or damaging packages. Thank you Route for taking the load off and being a great team and addition to us !

Route has been great. Our success manager Robert has been there at every step to help, and our customers have been taken care of quickly when shipping services fall short.

Route is a hassle, since we switched to another company after Route increased their prices none of our customers are able to file claims. All claims have to be done trough their customer service. They Policy is poorly written to the point that makes me believe it is on purpose so they can cover the orders that they want. Awful experience

This app is annoying calling and emailing with unsolicited requests, refusing to respond by email, they only want to talk over the phone, forgetting it is online business, ecommerce - digital economy. They do not adhere to Shopify framework, they want you out of your Shop to create a login on their side while most of the app out there would use Shopify's framework starting with seamless and pleasant login form within the Shopify. So this is not a native Shopify app but some interface to their system, you have to go elsewhere, maintain yet another account (and accounting!). Sales tactics are annoying and marketing collateral is unhelpful defeating the purpose of the online business, which is... online! Phone books are obsolete! We never asked for anything of them, somehow they bought our address and been sending unsolicited offers and calling us pretty annoyingly. We refuse to create accounts outside of Shopify and uninstall apps not supporting Shopify's SSO, demanding creating accounts on their end. We also refuse to take unsolicited calls and in general despise all spam. Any "paracite" app leaching off Shopify sellers' hard work should not be placing unreasonable demands or burdens on Shopify sellers, should be thinking how to adhere to Shopify frameworks and be more usable and user friendly. Apps that demand a separate login and a credit card outside of Shopify should be banned from the Shopify App Store.

I loved working with them and was so pleased with our experience! They elevated our customer experience and the process was seamless and easy.

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.

DanceWear Corner

2023-06-02

United States

Smooth and easy setup process. Our Customer Service team absolutely loves this! It has really made things easier for everyone including our customers. We have had nothing but positive results to this point. We view it and use it as a customer perk and have had no negative incidents to this point.

quick and very efficient, every case was solved!! all my clients should get this protection! it solves all of our problems!

Great app, really helps reduce the customer service cost and lost revenue due to carrier issues. I've been a customer for over a year and I've only had good experiences with it and their amazing team.

Edit - Since writing this review we continue to have issues. Route again asked us to replace an order at our expense and promised us reimbursement within the week, it is now going on 2 weeks with daily follow ups where we are repeatedly lied to and told that the money has been paid when it in fact hasn't. They are falsifying information in the dashboard and not making payments even when they say they are - extremely fraudulent and dishonest company. STEER CLEAR UNLESS YOU WANT YOUR MONEY STOLEN. We have since found an honest and efficient company who offers far better and honest service and actually reimburses your money in a timely manner or reimburses direct to the customer. Honestly have found the whole experience disappointing. When we signed up we didn’t realise we pay for the replacements and reimbursements up front, they refund direct from your Shopify store and create unpaid replacement orders without notifying you, meanwhile Route continues to debit their fee, so we are essentially paying them to provide the service for them and they don’t even tell you that they process claims in this sneaky manner. They debit their money every 2 - 3 days, but then we wait sometimes months for reimbursements so we are out of pocket for long periods. We don’t have an account manager and contact is complicated and confusing. We have also recently learned that we are charged nearly a $50 fee per reimbursement. We were never told this at time of sign up and were not given options. We will be looking for a more honest and reliable provider. Also, expect the customers premiums to go up if your customers actually make claims. Apparently you are penalised for using the claim service.

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.