Reviews

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

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  Route App, Inc.

  1441 W Innovation Way Ste. 200 Lehi, UT 84043

• 

  Route App, Inc.

  1881 W Traverse Pkwy Ste E511 Lehi, UT 84043-5986

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  Route App, Inc.

  1557 W Innovation Way Ste 200 Lehi, UT 84043-4417

Review Details

• Review fromCaterina B

  Date: 03/30/2023

  5 stars
  I was hired by a small business that uses Route almost 6 months ago, which was my first time hearing about the service. Honestly, I find them to be indispensable on both the side of the customer and the business. Although at I did have some trouble with my first few compensation claims, the representatives were always helpful in letting us know how claims should properly be executed.Trying to convince the postal services that yes, you do need reimbursement for lost packages, is always a losing battle in my past experience. With Route, we have never had a problem. They are incredibly helpful with providing reimbursement for lost packages for both sides. In the case of items that were out of stock, instead of simply telling the customers that a refund/replacement wasn't possible, Route took the time to reach out to our business to see what would be best for us. I am very thankful that we are able to not only be covered for things out of our control, but that our customers can feel safe knowing that their packages are protected.I strongly believe the low price of adding their protection to your order is 100% worth it, and that adding this service to your business is an incredible gain in both recovering losses and boosting customer trust.

  Route App, Inc.

  Date: 04/03/2023

  Hi ********,Thank you so much for taking the time to send in your feedback. I'm glad to hear that our service has been helpful to your business. We understand how frustrating it can be to deal with any form of order issue, and we're committed to making the process of obtaining a resolution as simple and straightforward as possible for both you and your customers.While it's true that some claims may take more time to review, we're glad to hear that our team was able to help you navigate the process efficiently and effectively.At Route, we believe that it's important for both businesses and customers to feel confident that their packages are protected during transit. That's why we prioritize providing resolution or finding the next ************* collaboratively with businesses to find the best possible solution for all parties involved.We appreciate your endorsement of our service, and look forward to continuing that support with you. If you have any questions, concerns, or want to give additional feedback, you can always reach our team here: ************************************************************** the best,Leea, ****************

• Review fromEdmundo P

  Date: 03/29/2023

  5 stars
  Route has been an indispensable asset for our business, providing a solution to the nightmare of getting reimbursements from our shipping provider, which was previously a significant challenge for both us and our customers. With Route, the process of obtaining a new product or reimbursement has become incredibly simple and easy.One of the biggest issues we faced was product damage during transit, resulting in lost profit. Thankfully, Route has provided us with an effective solution to recover these losses, whether it be for damaged, lost, or stolen products. This has significantly improved our customer satisfaction and resulted in repeat customers.It's worth mentioning that some negative reviews we've seen about Route are due to poor business management from the company they were purchased from. As someone who handles all the emails about incidents that occur, I can confirm that this is often the case. It's essential to understand that partnering with Route is a two-way street. Both parties need to take responsibility and do their part to ensure customer satisfaction.Overall, we are incredibly grateful for the convenience and efficiency that Route has brought to our business, and we highly recommend it to any business owner struggling with shipping-related challenges.

  Route App, Inc.

  Date: 04/03/2023

  Hi *******,It's fantastic to hear that our shipping insurance solution has been such an asset to your business. We are committed to providing a seamless experience for our customers and their clients, so it's great to hear that our service has been so effective in resolving issues with lost or damaged products during transit.We understand how frustrating it can be for businesses to deal with reimbursements from anyone, and we're glad that we've been able to simplify and streamline that process for you. We're also thrilled to hear that our service has improved your customer satisfaction and resulted in repeat business.As you've noted, some negative reviews of Route are a result of issues with shipping companies, rather than our own service. We always strive to work collaboratively with our customers to ensure that we are meeting their needs and providing the best possible service.Thank you for taking the time to share your positive experience with Route. If you have any remaining feedback, or run into questions, you can always reach us through our *********** here: **********************************************************. We truly appreciate your recommendation and look forward to continuing to support your business.Take care,****, ****************

• Review fromPeter K

  Date: 03/27/2023

  5 stars
  My package never reached home, I found out I was covered by Route. Within a week they had my order reshipped.

  Route App, Inc.

  Date: 04/03/2023

  Hi *****!Thank you so much for sending in your great review! We are so happy to hear that your experience with our product and team was efficient and enjoyable.Should you have any other feedback or questions you can reach out to our team through our *********** here: ********************************************************* and we will be glad to assist.Take care,****, ****************

  Route App, Inc.

  Date: 04/03/2023

  Hi *****!Thank you so much for sending in your great review! We are so happy to hear that your experience with our product and team was efficient and enjoyable.Should you have any other feedback or questions you can reach out to our team through our *********** here: ********************************************************* and we will be glad to assist.Take care,****, ****************

• Review fromDAVID S.

  Date: 02/12/2023

  1 star
  The worst company ever, I received my merchandise shattered into pieces back in August of 2022, at that point I contacted customer support and they told me that a replacement order was made and provided me an order number. After a few months I contacted the company that was supposed to send me the product only to find out that Route never submitted a replacement order and the order number they gave me was not a real one. As of today I have not received my replacement order and now Route customer service is not even responding my emails. AVOID paying for their service.

  Route App, Inc.

  Date: 02/23/2023

  Hi *****, Thank you so much for reaching out about your order issue. I am so sorry to hear about this. This is certainly not the experience we aim for you to have - and I am glad to help. After review, the replacement order we processed during the summer had not been fulfilled or shipped by the merchant, and is still currently listed as unfulfilled. I am working with our team now to get a resolution sorted out for you, and will be contacting you as soon as possible with next steps. If you have any remaining questions, concerns, your comments regarding your experience we would be glad to help at any time - you can reach out to our email team once more or reach out through our *********** here: *********************************************************. Thank you, and we look forward to resolving this soon! Best,Leea, ****************

  DAVID S.

  Date: 04/03/2023

  One Month later and I still have not heard from Leea nor any one from the company. All I'm asking is for the base which was broken when I received the merchandise. If the same product is not available, I will gladly accept another one similar to the one I purchased. It doesn't have to be the same price, it doesn't matter if the price is less. I always thought that your company was a gimmick and still when ahead and gave you a chance and you guys did not proved me wrong...

• Review fromMichelle L

  Date: 01/23/2023

  1 star
  Trying to contact them is ridiculous. The page to file a claim didn't work after repeated attempts. The chat bot responded to my issue with THE SAME LINK that still didn't work. There is no phone number or email to contact them that I could find on their page. The item I bought did not reach the recipient. I am hoping they are legit and will help me get the item replaced or refunded. So far...NO luck.

  Route App, Inc.

  Date: 01/26/2023

  Hi ********! Thank you for reaching out - I am sorry to hear about this! That is certainly not the experience we want you to have while trying to file a claim with us. Sounds like claims.route.com was the link given to you via our chatbot. Through this link, you can input your email address connected to the order affected and the Order Number. This can be your actual order number or it can also be the Route Order ID (RT followed by a series of numbers and letters) that you should have received after purchasing Route Protection with the order. The Route Order ID sometimes works better in locating your information to get a claim filed to our team, so if you have not tried that I would recommend it.If you still are having difficulty filing a claim after this point in time, please use this link ************************************************************************************************** to submit a request to our email team to get in touch with you! This link can be found by going to our ************ *********************************************************, clicking the Contact Support icon and following through the steps there. If at any point it asks if you need additional help, click that, and it will link you to this request form. I hope this helps, and our team is looking forward to assisting you! Best, **********************

• Review fromCameron R

  Date: 01/04/2023

  1 star
  This company asks for access to your email contacts AND email content. There isn't a solitary reason why this is done other than their personal gain. I would not let these disingenuous, problem-riddled fools try to spin it to you any other way. They take HIGHLY personal data to do, what exactly? Mishandle your claims as is illustrated by the number of "great" reviews they're receiving.Lol, please company shill, reply to me with your routine formulated response and explain to me how this is all really to my benefit! Can't wait ??

  Route App, Inc.

  Date: 01/13/2023

  Hi *******, We appreciate you taking the time to share your feedback. We want to ensure you leave with a great experience after working with our product, and I am so sorry we fell short of those expectations. I would be glad to help out as much as possible!Route is a third-party company that provides package protection on partnered merchants, as well as visual tracking through tracking numbers found within the chosen connected email to your Route account. Routes read-only permission means that the access is only searching for tracking numbers to implement within the app and utilize the visual tracking feature. Everything else in your email is safely off-limits as it should be! I am so sorry for any misunderstandings or concerns. You can reach out to our team here: ********************************************************* should you have further questions about our product, and we will be glad to help. Have a wonderful day! Leea, ****************

• Review fromSara F.

  Date: 12/30/2022

  1 star
  Filed a claim on 12/23 for a package that states it was signed for and delivered. Seller said I had to file a claim with Route because they do not take responsibility for lost packages. Still waiting for a response from Route, no way to get ahold of customer support, no updates.

  Route App, Inc.

  Date: 01/03/2023

  Hi ****, Thanks so much for sending this in. I am so sorry to hear of any issues that occurred while trying to get in touch with our team. I am happy to help!After review, I do see that our team assisted you with a replacement order, but you had reached back out and mentioned that you still have not heard anything regarding your replacement order. I am so sorry about this! I escalated your claim to our team to review, and send you the best next steps and information regarding your replacement order. If you have any other questions or concerns to discuss, please feel free to respond via your claim directly or through our *********** here: https://route.com/help-center, and our team should be reaching out shortly!Thank you, ****, ****************

• Review fromMichael B

  Date: 12/14/2022

  1 star
  Route charges extra money for something you are already getting with most delivery services ***** etc). They also insist you download their app to be able to track, which leave me with serious questions about my privacy. I recently had a package lost with **** Route tracking showed no problems or warnings until after I called *** to learn why it hadnt shown and was told it was permanantly lost and to file a claim. At this point I notified route, who then evaluated my claim and offered a refund for the item ( but not their fees or taxes) in the form of a pay pal credit rather than back to the card I paid for the order with in the first place. I had to make a stink with the business Id bought the item from before getting the same partial refund on my card. Routes poor tracking led me to take a useless day off waiting for a package that never came ( Im self employed no such thing as pto so this is expensive). When I complained their service had been terrible and asked for a refund the route employee messaged me back with an implication the route service was the only way I was able to get a refund. ( not true as *** has a policy to refund for packages that never arrive). I can hardly wait to delete their app.Wish I could give less than a 1. AVOID!!!!!!!!

  Route App, Inc.

  Date: 12/16/2022

  Hi *******, We appreciate you sending in your feedback. We sincerely apologize for any miscommunications or inconveniences during the claims process with your affected order, and we are so sorry for any delayed tracking information that you were seeing! After review, I do see that our agent was able to approve a refund to your original form of payment and have the merchant help us get that processed! As a note, for a number of Route-partnered merchants, Route offers PayPal refunds to ensure the safety and security of personal card information. Not all partnered merchants allow Route the ability to send refunds back to the original form of payment, so that is why a PayPal refund had been offered to you! However, we completely understand that some will still prefer a refund to the original form of payment, which is why our team took the extra steps to get in touch with the merchant directly and get that processed for you. The Route Package Protection fee that is paid during checkout to add Route Protection to your order will not be refunded in any case, especially when a customer utilizes ********************** services with a refund or replacement. We apologize if that was miscommunicated to you at any point. We do understand that Route is not the only path for refunding orders, but we are still so glad to have assisted you in that resolution. If you have any other questions or concerns for us please know you can reach out here: https://route.com/help-center, at any time. We are happy to help!Happy holidays, **********************

• Review fromAmy R

  Date: 12/12/2022

  1 star
  Placed an from Dieux Skin on November 28. Package was shipped *** SurePost which means *** transfers package to a local post office for delivery to residents of that zip code. On December 5, *** transferred the package to ********************* in *******, **. On December 7, **** returned the package to sender. The address on the package was correct so reason for return is unknown. I thought Route would be helpful in this situation but Route's site shows the package as delivered. Both the *** and **** websites show the package as returned to sender. When I click "Resolve An Issue" on Route, I am taken to a page where I can send an email to Dieux Skin. I don't understand the purpose of paying for Route. I could have emailed Dieux regarding the problem without paying for Route.

  Route App, Inc.

  Date: 12/13/2022

  Hi ***, Thank you for taking the time to send in this feedback. This is incredibly helpful for our team and our processes to ensure that we are assisting in the best possible ways. Route is a third-party company that will step in and assist with in-transit issues such as a lost package (no shipping updates after a certain amount of time), a stolen package (marked as delivered at your residence and not received), or a package that arrives damaged. Return-to-sender packages are not covered under our Package Protection Policies, excluding a few instances, all of which can be found on our ****************** here: https://shoppers.help.route.com/hc/en-us/articles/6017831679511-Route-Package-Protection-Policies. If the package was promptly returned and delivered back to the sender, Route will hand the situation over to the merchant as they can typically resend or re-ship the product that has been sent back to them. Our app may have noted a delivery back to the merchant, and the carriers may have noted the delivery was also back with the merchant labeling it as returned to sender. We apologize for any confusion there! If you have further questions or concerns regarding these policies or this particular issue, please feel free to reach out to our team, and we will be happy to help: https://route.com/help-center. Happy holidays, **********************

• Review fromAlaina V

  Date: 11/29/2022

  1 star
  Awful! It is a useless service. My package has been stuck for a month and half and when I contacted Route by suggestion of the company I purchased the product from I received the response below. What is the point for paying extra to have your package protected if they refuse to find it, or admit that it was lost, or help you at all? Upon receipt of this message I couldn't even reply to the email to get more information. The site to make a claim is deceiving and not user friendly as if they don't want you to successfully make a claim in the first place. "We'd like to inform you that after reviewing your reported issue, we have determined that it falls outside of the package protection policy guidelines and we are unable to resolve it with a refund or a replacement order. You can review details about why the issue was not approved by clicking the link below." When i clicked the link it said "This issue has been reported outside of the Route Package Protection policy time frame. As a result, your case has been closed."So basically I paid for a service that had stalled updates on where my package was, couldn't tell me if I would ever receive it, and after being patient and finally contacting them they claim I waited too long. What a waste. DO NOT pay for this service.

  Route App, Inc.

  Date: 11/30/2022

  Hi ******, Thank you for sending in your feedback. I am so sorry to hear about the delays in your order, and any issues you ran into while trying to file a claim with us. As a first note, Route is a third-party ************************** that will assist if your order is lost, stolen, or damaged in transit, and follows our set policies that can be found in our online *********** (https://route.com/help-center). We are not able to assist in an investigation into a lost order, but able to step in if an order issue is filed within the timeframes we have set in our policies as well as if it falls under the lost, stolen, or damaged category. After review, it looks like the claim was officially submitted into our system yesterday. The last tracking update from EightVape directly is detailed on 10/19, which does fall outside of our lost policies. Our timeframe to file a lost claim is between **** calendar days of the last tracking update. I am so sorry if our mobile app was not giving proper updates to your order which may have caused some confusion about when to file. If you happened to contact the merchant within that **** day timeframe, prior to filing your claim with us, please let us know by contacting us here: https://shoppers.help.route.com/hc/en-us/requests/new?ticket_form_id=************. Overall, our team would be more than happy to help with any remaining questions or concerns you have about your order and our policies. You can use any of the links I provided to reach out at any time! Thank you, ****, ****************