Verified User in Retail
AR
Verified User in Retail
Small-Business (50 or fewer emp.)
"e-commerce brand"
5/5
What do you like best about Route?

Route has saved us so many times from needing to replace lost packages out of pocket. Customers can easily add route to their order and check the status of their Route claims. If an order gets lost, Route seamlessly pays for the replacement. It's a win all around! Review collected by and hosted on G2.com.

What do you dislike about Route?

I wish all customers used it! Some of them opt out and end up needing their order replaced. Review collected by and hosted on G2.com.

Response from Customer Success of Route Protection & Tracking
Edit edit

Hi there,

Thanks for taking the time to write a review! We're happy Route is meeting your standards. If you run into any future 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

AL
Alan L.
Head of Growth
Small-Business (50 or fewer emp.)
"Net positive and saved us money and headache"
4.5/5
What do you like best about Route?

We had to deal with a lot of returned products or "product not found" by customers which would cost us time and a headache to refund and reship so route has made that a lot easier. Review collected by and hosted on G2.com.

What do you dislike about Route?

Belive route only offers protection after the shipping label is tracked but sometimes our warehouse also loses items or the shipper doesn't scan things correctly. would be great if we could get full protection right after the shopify purchase. Review collected by and hosted on G2.com.

Response from Customer Success of Route Protection & Tracking
Edit edit

Hello,

Thanks for the review! We're happy you have had a good experience with Route. We are proud to offer world-class customer service. Thank you for the feedback to have full protection. We can definitely pass this information along.

Should you run into any future 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

JF
Justin f.
D
Small-Business (50 or fewer emp.)
"Route Protection is Great!"
5/5
What do you like best about Route?

How easy it is to file a claim and how quickly they took care of my issues Review collected by and hosted on G2.com.

What do you dislike about Route?

Nothing, it has a super easy process and a quick turnaround time. Review collected by and hosted on G2.com.

Response from Customer Success of Route Protection & Tracking
Edit edit

Hi Justin,

Thank you for the review! Route prides itself on offering world-class customer service! Should you run into any future 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!

Enjoy your day,

Bianca, Customer Service

Verified User in Retail
AR
Verified User in Retail
Small-Business (50 or fewer emp.)
"Complete waste of time and a terrible experience for your customers."
0/5
What do you like best about Route?

No direct cost to the company. Claims (if they are actually covered) are filed directly by the customer. Review collected by and hosted on G2.com.

What do you dislike about Route?

I set this up on our site, thinking it would be an easy solution for the occasional issue our customers experienced. A customer had an order that was about $280, which was either stolen or delivered to the wrong address (something we're all familiar with). Route claims informed the customer they would have to file a police report for them to cover the claim. However, the customer never received that message. So, not only does the customer have to waste their time dealing with the police in a meaningless gesture, but it also wastes the police department's time. The police are not out searching for lost packages. This is just a hurdle Route uses to avoid paying claims. It results in a terrible experience for your customers, and they don't end up paying anything. Better to stick with carrier insurance and handle it yourself. Review collected by and hosted on G2.com.

Response from Customer Success of Route Protection & Tracking
Edit edit

Hello there,

Thanks for taking the time to write a review. We are sorry for any problems you have had with using Route. We understand any hesitation on filing a police report. However, when a package is marked as delivered and not received, Route does consider the package to be stolen. As a result, Route policy usually requires a police report before we can move forward. You can find our policies here: https://help.route.com/hc/en-us/articles/360041131194-Route-Package-Protection-Policies.

Should you run into any future 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!

Enjoy your day,

Bianca, customer service

Verified User in Food & Beverages
UF
Verified User in Food & Beverages
Mid-Market (51-1000 emp.)
Business partner of the seller or seller's competitor, not included in G2 scores.
"Route is amazing and proactive!"
5/5
What do you like best about Route?

The Route + team is very responsive and quick to resolve any issues. Customer support is clearly a priority for them! Review collected by and hosted on G2.com.

What do you dislike about Route?

I haven't had any trouble with Route yet. Review collected by and hosted on G2.com.

Response from Customer Success of Route Protection & Tracking
Edit edit

Hello Aicel,

Thanks for writing this review! We are happy to hear we are hitting your standard of support. If you come across any 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

Verified User in Sporting Goods
AS
Verified User in Sporting Goods
Small-Business (50 or fewer emp.)
"Easy installation and great support"
5/5
What do you like best about Route?

Installation was a breeze with my big commerce site. Sales and support have been very upfront and helpful. Review collected by and hosted on G2.com.

What do you dislike about Route?

The description of the service in the cart could be a little more clear. Review collected by and hosted on G2.com.

Response from Customer Success of Route Protection & Tracking
Edit edit

Hello there,

Thank you for taking the time to write this kind review! We are happy to hear your installation was an easy process. We appreciate your feedback bout the description and I have passed the suggestion along.

Should you run into any future 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

Lawrence K.
LK
Lawrence K.
Consultant
Mid-Market (51-1000 emp.)
"Great Customer Service !"
5/5
What do you like best about Route?

John and Jordan have been very responsive. Despite some issues to launch, both of them handle our questions and problems with a massive sense of urgency. If it wasn't for how quick they were to respond to me, even after hours, I would not have moved forward with Route; they were available anytime any day to handle problems and I crazy emails!

Lawrence K Review collected by and hosted on G2.com.

What do you dislike about Route?

The back end needs to show stats a bit better, allowing for users to select timeframes and see total billed amounts, etc Review collected by and hosted on G2.com.

Response from Customer Success of Route Protection & Tracking
Edit edit

Hello,

Thank you for taking the time to write this kind review. We're happy to hear you have a good experience with your CSMs! Route prides itself on offering peace of mind for merchants and their customers through our package protection and world-class customer service!

Should you run into any future 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!

Have a good day,

Bianca, Customer Service

Verified User in Apparel & Fashion
AA
Verified User in Apparel & Fashion
Small-Business (50 or fewer emp.)
"peace of mind."
4.5/5
What do you like best about Route?

As a full coverage client, and during such an unprecedented time, I get to have the peace of mind knowing my customers are covered. Our customer service team does not have to drown in lost or delayed order emails. Sarah and her team are beyond excellent in communicating and making us feel valued. Review collected by and hosted on G2.com.

What do you dislike about Route?

the non customizable aspects of email cadence, but that was recently fixed! Review collected by and hosted on G2.com.

Response from Customer Success of Route Protection & Tracking
Edit edit

Hello,

Thank you for taking the time to write this kind review. We're happy to hear you have a good experience with your CSM! Route prides itself on offering peace of mind for merchants and their customers through our package protection and world-class customer service!

Should you run into any future 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!

Have a nice day,

Bianca, Customer Service

RD
Raymond D.
COO
Small-Business (50 or fewer emp.)
"Saves us time and money."
5/5
What do you like best about Route?

We have found the Route app to be very helpful. Most of our customers purchase Route Protection, as the cost is minimal. This has protected us several times from losses due to lost and damaged shipments. Review collected by and hosted on G2.com.

What do you dislike about Route?

Route appears as a product on the website. Review collected by and hosted on G2.com.

Response from Customer Success of Route Protection & Tracking
Edit edit

Hello Raymond,

Thanks for taking the time to write this review. We are happy to hear your experience has met your expectations. We take pride in providing great customer service. 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

Gina O.
GO
Gina O.
Ceo
Small-Business (50 or fewer emp.)
"Great service! Always willing to help."
5/5
What do you like best about Route?

My account rep Ahseanté Hicks is always positive and provides efficient service! Review collected by and hosted on G2.com.

What do you dislike about Route?

Sometimes the tech integration to my site doesn't work as planned. Review collected by and hosted on G2.com.

Response from Customer Success of Route Protection & Tracking
Edit edit

Hello Gina,

Thanks for taking the time to leave a review! We're thrilled to hear your success manager has been helpful. If you have any other questions, don't hesitate to reach our team at: https://routeapphelp.zendesk.com/hc/en-us.

Thanks,

Bianca, customer service