Business Profile

Ecommerce

Route App, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Route App, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

109 total complaints in the last 3 years.
44 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:08/14/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing a complaint against Route Package Protection regarding a missing item from my order.

I followed their claim process and provided all requested details and proof. After doing so, I was told I must complete an additional verification step through a third-party platform called OneNotary. This process requires appearing on video, showing my face, and sharing biometric data. I do not feel comfortable with this and consider it an unnecessary and invasive step, especially since I have already provided sufficient evidence for my claim.

I have cooperated fully and given enough proof that my order was not received as expected. Forcing customers to give sensitive personal information to an outside service in order to get a refund or replacement is unreasonable.

I am requesting that Route process my claim without requiring the OneNotary process.
Business Response
Date: 08/15/2025
Dear *******,
Thank you for contacting us and for your feedback regarding the secure online OneNotary process. We understand that you are uncomfortable providing your identity online and would like to offer you an alternative!
Please see the email connected to your claim for the details of completing an in-person notarized statement with the notary of your choice, for your comfort and privacy. Note that many banks provide a notary service to their customers for free.
We hope that this offering is an acceptable compromise, and we look forward to proceeding with the assessment of your claim. The fastest way to reach our team is to reply to the email thread connected to your claim, but we'll watch for an update here as well.
Wishing you a wonderful Friday,
Route Customer Experience Team
Customer Answer
Date: 08/15/2025

Complaint: 23748819

I am rejecting this response because:
the email I've gotten today by ****** still requires me to provide sensitive personal information, including a photograph of my face whilst holding my ID, which I have already stated I do not consent to share. This was the exact reason for my original complaint.

I am requesting Route process the claim without requiring to submit any confidential information and I am also aware Route has made exceptions in similar cases and I expect the similar exception here.

Sincerely,

******* ******
Business Response
Date: 08/18/2025
Dear Mr. ******
We, Route App Inc., (“Route”), acknowledge receipt of the above referenced claim on August 7th, 2025. We appreciate the promptness of your claim notification, and we are actively investigating coverage for this loss.
In order to complete our investigation we need a few items from you; a copy of your government issued identification and a notarized copy of the attached incident statement form.
We apologize if you find this request burdensome, but we are within our rights to make such a request. It is stated in Route’s terms and conditions:
By accessing or using the Site and/or Services, clicking on a button or
taking any other action to signify Your acceptance of these Terms of Use,
or completing our account registration process, You: (1) agree to be bound
by these Terms and any future amendments and additions to these Terms
as published from time to time through the Site; and (2) represent You are
of legal age in Your jurisdiction of residence to form a binding contract
with Route. These Terms include the provisions in this document, as well as
those in the Route Privacy Policy and the Route SMS Policy. These terms
also include the provisions (including any exclusions and limitations) of
Route’s marine cargo policy, a summary of which can be found at
***********************************/
The terms further state in paragraph 5. L.
The Claimant agrees to cooperate with and to assist the Underwriters and
Route, and to provide all documentation or other information which may be
needed by Underwriters and/or Route; and to execute in the customer’s
name any documents which may be necessary to evaluate and process any
Claim.
The request for a copy of your government issued identification and notarized incident statement is in keeping with section 5. L. above. Please note that our request for additional information does not indicate a denial of coverage at this stage. We hope to work together in order to amicably resolve your claim.
Please note, providing false or misleading information on an insurance application or claim to defraud an insurance company or other persons is a crime in New Jersey and subject to criminal and civil penalties. Examples include making false statements or concealing relevant facts on a claim or application.
Let us know if you have further questions.
Best,
Route Customer Experience Team
Customer Answer
Date: 08/19/2025

Complaint: 23748819

I am rejecting this response because:
your team made an exception for another customer to bypass the notary, I find it unacceptable for me to even take a photo of myself holding my ID, this is not a good business practice and is not safe to show an unknown company my ID, I am requesting for an exception and a direct refund.

Sincerely,

******* ******
Business Response
Date: 08/20/2025
Dear Mr ******,
Thank you for your reply. Please note that each case is unique in the way it is handled and considered, and while we may be able to make exceptions in some cases, we cannot make exceptions in all cases.
Once you have completed the notary process, we are happy to continue with assessment of your claim. As a reminder, you have the following options:
- Utilize the secure, private, free, at-home, online process with OneNotary
-Take the provided physical form to a bank or other in-person licensed notary, and send that finished document and a picture of you with your ID to our team via the email connected to your ticket.
We appreciate you understanding that our team is bound by Route Policies & Procedures, and the Terms of Use agreed to when utilizing the Route Package Protection service.
Best,
Route Customer Experience Team
Customer Answer
Date: 08/27/2025

Complaint: 23748819

I am rejecting this response because:

I still ask for an exception for this case, as previously mentioned sharing confidential information is not what I find comfortable in doing so, thanks

Sincerely,

******* ******
Business Response
Date: 08/28/2025
Dear Mr ******,
We understand your reticence to provide the required documentation and regret that we are unable to make an exception in this case.
In these situations we offer to refund the cost of the Route Protection Fee via PayPal. If this compromise is amenable to you simply reply in the email thread connected to your claim (or this review) and we will promptly refund that protection fee.
We appreciate your understanding that we are bound by Route policies, terms, and conditions, and must have a completed notarized statement in order to provide a full refund.
We'll watch for your reply, and wish you a pleasant week in the meantime.
Best,
Route Risk Prevention Team
Initial Complaint
Date:07/18/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've checked my email spam and junk mail and still do not see any emails from ROUTE or THE PERFUMEBOX about this issue....

Route customer service is a rip off and joke!!!So I made an online order from The **************. on June 17th, 2025 order number ****** and also purchased the ROUTE PROTECTION PLAN AS WELL and I was scheduled to receive my order on June 23rd,2025. Upon waiting and tracking my package,I noticed my package was marked as delivered on the June 23rd,upon checking for my package,I didn't see it. I checked with neighbors to see if anyone received it for me,and the answer was no. So I waited a couple of days to see if the package would show due to packages marked as delivered prematurely. Still no package arrived. So I waited and filed a claim for lost/stolen package with ROUTE order/claim number **********************. I received an automated email saying I would hear back within 2-3 business days,didn't hear anything. So I waited and waited still not hearing anything from them,I checked for updates and nothing had changed. So on July 11th 2025 upon checking,I see the claim had been closed and I wasn't issued a refund as I requested. It's no way to get in contact with a HUMAN *** on their side,I've had past bad experiences with this ***************** protection services.

Route is claiming I have breached the guidelines. Yet this is a new claim. It's no way to talk to anyone,nor do I have any emails from them about the issue
Business Response
Date: 07/30/2025
Dear *******,

We have identified behavior in previous claims that are a breach of Route’s conditions for terms of service. We will be refunding the money spent on package protection and will be denying this claim as well as any subsequent claims.

In order to get started on this we ask that you please provide the email address associated with your PayPal account by replying to the email thread connected to your claim. Thank you for understanding that our team is bound by policy in this matter.
Best regards,
Route Customer Experience Team
Customer Answer
Date: 07/31/2025

Complaint: 23622796

I am rejecting this response because:
I don't know what precious history or breach you're talking about,and if I did file a claim in previous years,what does that have to do with this situation???? Yet if I purchase something or order something online and it doesn't arrive or I don't receive it regardless of it being marked as delivered, I'm supposed to file a claim with ROUTE, that's why paid for the Route insurance protection services.

Sincerely,

******* *****
Business Response
Date: 07/31/2025
Dear *******,
We understand this is not the outcome you hoped for, and we're sorry we're unable to help further. Like other insurance carriers, Route reserves the right to refuse coverage based on prior claim history. Behavior has been identified in your claim history that is a breach of our policies.
Since we cannot cover the claim for order #**********************, we are offering to refund the fee you paid for protection, $12.53 USD. To claim that refund, simply reply to the email associated with your claim and provide your preferred PayPal email address.
Thank you for understanding that our team is bound by policy in this instance. We will watch for an email from you providing the information requested.
Best,
Route Customer Experience Team
Initial Complaint
Date:07/15/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to file a formal complaint about Route Package Protection and to request an immediate refund.

My order was marked as “Delivered”, but I never received the package. I followed your claim process exactly as instructed and provided all requested documents, including my government-issued ID, which contains highly sensitive personal information.

Despite doing everything required, I was then asked to complete an additional verification through an external third-party link, which would force me to share even more personal data and do a two-step virtual video meeting. I find this unnecessarily complicated, intrusive, and unsafe, especially for such a small claim amount.

I am not comfortable sharing facial or biometric data with a third party that might link this information to my identity or financial accounts. I made my concerns clear to your customer support team, but they continue to insist on this invasive step.

I have cooperated fully and provided enough proof to show I never received my package. It is unacceptable to put customers in this situation just to get compensation for an insured delivery.

I am now formally requesting that you refund me immediately, wit***t any further unreasonable demands for my private data.
Business Response
Date: 07/30/2025
Dear ***,
We appreciate your feedback on the notarization process required for higher value claims. Rest assured that our third-party partners at OneNotary are secure and the service is free when following the provided link.
Our team also provided you the option to notarize an incident form in person with a licensed notary that you trust, which is a service often provided for free at banks for their members.
Thank you for understanding that our team is bound by policy to collect a notarized statement for your open claim before we can move forward with a refund. If you need the link to be sent again, or if you need the PDF for the in-person notary, simply reply to the email connected to your claim.
Best,
Route Customer Experience Team
Customer Answer
Date: 07/31/2025

Complaint: 23600965

I am rejecting this response because:I find it unacceptable to provide personal information to an unknown third-party platform and to be required to take a photo holding my ID. I am requesting a direct refund.

Sincerely,

*** ***
Business Response
Date: 07/31/2025
Dear ***,
We understand your desire not to use a third party service, and in most instances would not be able to bypass this requirement. However, in this one-time case we will allow you to bypass the notary. Please note that this does not exempt you from this requirement in the future.
Great news - we have processed a refund back to your original form of payment. Please look for more details in the email thread associated with your claim.
Best,
Route Customer Experience Team
Initial Complaint
Date:06/04/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with A Maker's studio and purchased a Route insurance with it, then I got notification that it was delivered at my door I came outside and the package is not there, so I went and filed a claim through Route as advised by the merchant. I've waited so long for Route's response and did all the notarization and provided ID's that they requested, but in the end they declined my claims for no reason I kept asking and they are no longer responding! I just need my money back for the items I never got.
Business Response
Date: 06/24/2025
Dear ***,
We are sorry to hear that your order from Maker's Studio did not arrive safely! We hope to provide more insight below.
After reviewing your issue we identified behavior in your claim that is a breach of Route’s conditions for terms of service. As a result, we are unable to approve this claim.
Regards,
Route Customer Experience Team
Initial Complaint
Date:05/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Bought a route insurance for my package and fedex gave the package to someone else ive been working with route for the past week and it seems they are just brushing me off i did everything that was asked for me to do and the rep i was given to tanner seems like he is trying to stretch the claim prosses out because i have to send a daily email out to him to get updates and ****** barely replies every 2 days i understand its a high order ammount but even tracking from fedex shows it was not signed by me his excuse for stretching out the claim is they are working with lethal performance for the refund but it makes sense since route is a 3rd party insurance why should they ask for help from lethal performance
overall horrible experience
Business Response
Date: 05/05/2025
Good morning, ******,
Great news! Your refund was approved by Route and processed by the Lethal Performance team on Thursday, May 5th.
Thank you for your understanding and patience as we worked to process your claim - for your privacy and security our team does not have access to payment details and we need help from the store to process refunds from time to time.
If you have further questions about your refund don't hesitate to let us know by replying to your email with Tanner!
Wishing you a wonderful week ahead,
Route Customer Experience Team
Initial Complaint
Date:04/30/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered from a business and never received the item , it’s marked delivered. I reached out to the post office and company, I paid for shipping protection through route. Made me wait 5 days to start the claim, it’s now 3 days later and I have not heard anything back from them. This is ridiculous.
Business Response
Date: 05/01/2025
Dear ********,
We're glad you reached out! We've been trying to reach you but our emails appear to have been blocked by the .edu mail server for your main address.
Great news! Your claim is approved and your refund has been processed. Hopefully the update email will be able to reach one of your other addresses on file, but just to be sure you know, the refund to your original form of payment should process in the next 3-5 days.
We'll be on the lookout for any further questions or updates from you.
Best,
Route Customer Experience Team
Initial Complaint
Date:04/01/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered something with this insurance (by mistake, to be frank) and the company refuses to cover the damaged item that was received that way. The first agent already promised a replacement so I am quite furious they now want to go back on their word regarding this issue. Hopefully, someone higher up can rectify this issue before I reach out to the CFPB.
Business Response
Date: 04/02/2025
Dear *****,
I am so sorry to hear of the confusion with the claim for your Elev8 Glass Gallery order! Upon investigating this issue, I see that a new claim has been filed for the correct item, and the claim is with a specialist agent now who will process your refund.
Your feedback is appreciated and your experience will be used as a coaching opportunity for the team. This claim will be closely monitored through it's resolution to avoid further issues.
Thank you for your patience and understanding as we work to get you taken care of!
Best,
Jessie
Customer Experience Manager
Customer Answer
Date: 04/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me since the company has refunded the disputed amount.

Sincerely,

***** ******
Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The package I received only had packing material in it, not anything I ordered. When looking at the box, it's obvious it was damaged in transit, some stuff fell out, then the ***** worker attempted to tape it again. There's lots of damage and the corners on the box are held together by tape. I'm guessing it scraped against some machinery while at a ***** warehouse, got torn open, then my items fell out. The ***** worker taped it back up and forgot to put my items back inside. I submitted all of this to Route and they told me to send a selfie picture holding my ID and a notarized incident form, as I was unable to do the OneNotary call. I submitted everything and they told me my notary form was invalid or something along the lines of that. There was no other reasoning or solution offered. I'd like a full refund as I did everything they told me to
Business Response
Date: 04/03/2025
Dear *** ********,
We are sorry to hear you did not have the experience we strive to provide when assessing and investigating claims, and appreciate this opportunity to explain the situation further.
Upon reviewing the situation, we can confirm that we identified behaviors in your claim that are in violation of our terms and conditions. If youd like to complete the requested OneNotary session online, which is free of charge and takes only 15 minutes, you can do that on any device with a camera, like the phone you used to send images of your ID and selfie. Once we have the online form completed we will happily continue investigation of the issue with your order from Cotopaxi.
Once you complete the online session, cost free and from the comfort and convenience of your home, we will be notified automatically and will resume assessment of your claim.
Best regards,
Route Trust and Safety Team
Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered some stuff from ******** and the box came empty with only packing materials inside. It was CLEARLY damaged in transit. I'm guessing the box got ripped open and the items fell out, then it was taped up and sent back out. I filed a Route claim, including pictures, for this issue and they told me to join a live call with OneNotary. I was unable to do this as my webcam was broken and I had no other means of joining the session. I replied to the claim email with that information and the agent who replied told me I could bypass OneNotary by submitting a photo of myself holding up my ID and a notarized form. I took the picture, filled out the form and got it notarized, then submitted it to Route. I waited two business days and got a reply saying the form was outdated and they couldn't process it. I did exactly as I was told to do by the agent and used the form given to me by the agent, but again, they told me it was invalid. I want a full refund issued back to my card. I did everything that was required of me and even had to PAY for the notarization, but I'm being told it's invalid.
Business Response
Date: 04/03/2025
Dear *** *********,
We are sorry to hear you did not have the experience we strive to provide when assessing and investigating claims, and appreciate this opportunity to explain the situation further.
Upon reviewing the situation, we can confirm that we identified behaviors in your claim that are in violation of our terms and conditions. If youd like to complete the requested OneNotary session online, which is free of charge and takes only 15 minutes, you can do that on any device with a camera, like the phone you used to send images of your ID and selfie. Once we have the online form completed we will happily continue investigation of the issue with your order from Cotopaxi.
Once you complete the online session, cost free and from the comfort and convenience of your home, we will be notified automatically and will resume assessment of your claim.
Best regards,
Route Trust and Safety Team
Customer Answer
Date: 04/03/2025

Complaint: 23146317

I am rejecting this response because of the email that was sent to me. I was told it would be perfectly fine if I submit a picture of my ID and the notarized document. My phone doesn't have a camera, I had to use my ex wife's phone when she dropped the kids off. I have no means of joining the call.
Sincerely,

******* *********
Business Response
Date: 04/04/2025
Dear *******,
As mentioned in our previous message, we have identified behaviors in claim #******* that indicate violations of our terms and conditions, including the use of a retired form, and consider this matter closed.
Regards,
Route Customer Experience Team
Initial Complaint
Date:03/12/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company is being run by just the most incompetent careless people I have ever encountered. Let me rattle off the issues: They only have an email service, their SLA is 24 hours for a response but they are always late, they take forever in-between responses because it is through email, they ask you trivial useless questions that you are already answered in the initial claim which wastes even more time, and on top of this, they don't even read the claims and review all of the information before responding.

Now on to my issue: I put in a request on Monday, March 10th, 2025 around 12pm and I did not receive a response until way after the 24 timeframe the following day on March 11th. The person was responsive and then randomly disappeared after asking me a useless question that I already covered in my initial claim. Now there has been no response since then and my claim is not resolved. At this point I am going to open up a dispute and I will be expecting a full refund for this horrendous insurance that does not even work as intended. And if I am denied that refund, I am not opposed to taking legal action because companies like this should not exist.
Business Response
Date: 03/24/2025
Dear *******,
We appreciate this feedback and apologize that we could not help you as quickly as you hoped! We are eager to investigate this issue.
Upon looking into your complaint we did find the several messages you submitted between March 11th at 10:11 am and March 12th at 9:40 am. The most recent reply from our team was March 12th at 10:22am when we confirmed a replacement order for you.
We do strive to provide resolutions as quickly as possible, and will use your interactions with our team as a training opportunity to ensure we are gathering details from customer communications effectively and resolving issues promptly.
Thank you again for this feedback, we are glad we could resolve your issue and look forward to any further questions regarding your new Dua Fragrances order!
Best,
Route Customer Experience Team

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Route App, Inc. is NOT a BBB Accredited Business.