Reviews for Route Protection and Tracking

It was great when they started, but it quickly became a scam. Route provides an inferior service than we provide our customers. Our SLAs for customer service responses are much faster, whereas Route will take over a week to answer a legitimate customer claim. Ultimately, they've been making money off our website and offering a poor insurance solution to our customers. In the process, we lost money and our reputation got harmed. Their customer service (that was amazing before) could only shrug and apologize. The app works technically well... but the service they provide is really subpar.

I have been trying to add this app for hours and now I finally said forget it. It shouldn't be this difficult to add something to your site. Even watching up to 6 videos I still did not get it so I uninstalled.

Route has allowed us to provide our customers unparalleled package protection as part of our Mythical Customer Care. We all sleep well at night knowing that Route is vigilantly on duty, ensuring our handcrafted leather goods are protected between the time they leave our hands to their arrival on our customer's doorstep.

Great CSM follow-up, questions are answered quickly, merchant portal is clear and easy to use. The help center has all the essential resources to assist with customers' questions.

I have been using Route since I have opened my online boutique... I love Route and my customers love it too!! Super Easy to install, simple set up for the customers to use, and easy process if items gets lost, stolen or damaged!!! It’s a no brainer! I would definitely recommend Route to any of my fellow business owners who ship products out!

Service is great! Form is easy to fill out when filing a claim. If more immediate help is needed than just the form a customer service rep is also very easy to get a hold of for assistance. Route is always extremely helpful in assisting our customers. The customer service is always quick, efficient, and professional. It’s easy to use the website to file claims and check on the status.

route only replaced 5 packages for us in the last 6 months, our out of pocket for replacements is still astronomical because route doesn't approve MOST claims. their app has been removed from the google play store and we have received constant customer complaints about their lack of service. this company is a scam and shouldn't be on the app store

The service and products Route offers are great and add value for our customers and gives us, as the brand, great peace of mind. I've recommended Route to a bunch of others!

The representative contacted me back very quickly and was very eager to help. I wasn’t even a quarter into my website. Installation was a breeze. I love that my customers are protected. This is something I use often, myself. It’s easy to promote a product you trust and believe in.

Route has alleviated headaches and hurdles that come with customer interaction. They've taken away the time spent tracking down every order for follow up, which has increased productivity in other areas needed. Route has been a great resource.

The Route Team provided excellent integration support and ongoing customer service for our team. On top of that, this is simply a technology that needed to be invented - well done on providing this essential service for modern D2C.

They installed it so easily and were nice to deal with when I couldn’t understand certain things. Now I can offer my customers shipping protection.

We have not seemed to have any issues with the service and the customers who use it never complain. Being able to insure delivery this day and age is very important to many individuals and Families.

Route lets me not worry if my shipments will arrive at my customers' homes safely without the threat of being mislaid or stolen. It's just one less thing to worry about.

Absolute rip off. My customer received her crystal which was damaged in transit at the tip. They claim it is only "cosmetic" because the item is still usable but that would mean any of my crystals technically would never be covered as all of the damage would be "cosmetic." Now my customer has paid for a service and they are being ripped off since Route won't cover it. Personally I feel like this is a big oversight on their part. Not all items damage the same way. Be cautious when downloading this and helping your customers be ripped off. NEW EDIT: as you can see in their answer below they did resolve my orignal issue but that is because I threatened to call the BBB on them, not out of the goodness of their heart. Damage is damage even if it is just a chip so their policies allow them to accept or deny claims at their discretion and I am assuming its usually denied. I cancelled them on my shop because they have changed a lot of their policies including that if a package is marked as stolen customers may have to file a report with the police. I have a lot of black customers and I would NEVER ask them to make contact with the police for something as little and stupid as a lost package when Shipsurance does not require this. I also just had an international customer have their claim denied which I am currently trying to dispute. He thought it was lost in customs so waited to file a claim in the hopes it would arrive and now they have denied him saying he waited too long. With COVID and extended wait times for international shipments it seems like AGAIN they just do not want to pay out for services they have been paid for. Absolutely don't deal with these people. They are a total rip off. Second edit: They will not cover my international shipment that was lost in transit. If I had insured it through Shipsurance for $0.70 I would have not had to pay out over $100 to my customer who spent THEIR OWN money on Route's product.

DopeBoo

2021-05-11

United States

We finally got a lovely person (Katie) to provide us some support and help regarding the appin the end. But by that point there had just been too many issues to make it worthwhile. First, setup is not easy or smooth. Secondly, they modified some things in our checkout process that we didn't want and we had to have them resolve it. Next, we see clients adding it (or having it default and them not deselecting it) so ok....But we never saw or got notice of when a new order was needed to be shipped to a client. It was not a painless, smooth or easy process that they lead you to believe when making their sales pitch AT ALL. It also required you to log on over to their site and see and track things there. Sorry, I don't see that making life any easier. Then I guess we had 1 maybe 2 orders with issues and they reached out to us and said that we were having too many issues and had to raise rates/change the setup as it wasn't working for them. What?!?! In the end, it didn't save us any time, energy or ease of frustration with order issues. Spent awhile looking around at other apps and we'll move on to one of them. If we are going to have the headaches anyways, then why are we giving them the money? Would give it a 1 star were it not for the help Katie was kind enough to provide in the end.

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

Route's package insurance alleviates significant pressure that our CS team inevitably faces in facilitating customer complaints regarding package theft and carrier mishandlings. I see some other comments regarding poor service and perhaps there are some bad apples in the bunch. However, I am here leaving a comment specifically because of their EXCELLENT SERVICE. Sometimes a little patience, understanding, and information is all that is needed.

This review is for both the Route app and one of their sales team members. I received a series of offensive emails from one of the reps. Their lack of professionalism reflects poorly not only on them but more importantly the company and platform. I hope other business owners do not have the same experience.

Updating our review-unfortunately Route has had major bugs and customer service issues of late, and we are de-activating. The slow response times, denials for arbitrary reasons, and billing issues (double billing us multiple times) is worsening our customer service experience, not enhancing it. (ORIGINAL REVIEW: We had some initial bugs implementing Route, but customer support and partnerships teams have been very amenable to my suggestions for improvement, and finding creative solutions that fit our brand ethos and website user experience. We pay for full coverage so it's a little pricey. I will say that the customer paying for Route at checkout was problematic from the start, which is why we went with full service. )

DUEROS

2021-04-27

Spain

terrible service when it comes to covering the insurance cost which are lost. They stop replying or never do and doesnt make any sense to continue anymore with them as they cost a high percentage which is more then they state. --------------------------------------------------------------------------------------------Reply to your message: Thats not true. if in could send you a screenshot of what you guys charged my customers for each order those percentages are a lie. See screenshot in dropbox link below. https://www.dropbox.com/s/uyrqimr52irjnx0/Screenshot%202021-04-27%20at%2010.59.55.png?dl=0

So far, this is great. Most of our customers are using Route. Working with the Route team has been easy and seamless. The platform is very easy to navigate as well.

Zoram, is the best customer service support at Route. Very responsive and follow up on your issue until it solves. Highly Recommend the app!

I can not say that I recommend this service. I used it for more than six months and during all this time I had THREE cases related to delivery problems. And only ONCE did Route cover the cost of the lost item. The last time I received an alarm notification from the post office about a parcel. Track number did not work. I wrote Rout's support and was told they couldn't help with it. Hundreds of dollars for six months to pay for the "service" is nowhere. Just weird.

Great service. Adoption rate among customers has been very low. But we love the service so much we are considering changing our model so that we pay for route coverage on all orders rather than leaving that decision up to our customers. The integration with Shopify is great. Looks professional and i believe is easy for customers to use. The Route triggered post sale communication with customers is perfect and on point re: letting them know how to use the Route coverage/file a claim.