ComplaintsforRoute App, Inc.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased sneakers order number ****** from UP NYC and paid $243.73 including the cost of Route Insurance. My order number through route is **********************. I received a box with no shoes in it, just my receipt and an empty box. The box did not appear to be tampered with off the initial inspection but obviously it had to be if the shoe box is empty. I reached out to Route and they told me that they do not cover this type of a claim. I highly doubt that UPNYC would ship me an empty box of shoes, as I have done business with them before in the past and had no issues ever. I believe that it was tampered with at the UPS warehouse or something. I understand that they say they don't cover my issue but I think the shoes were stolen out of the box in transit. THIS IS WHY I PAID EXTRA FOR INSURANCE. I am highly upset with Route in this issue. They sent me back to UP NYC and they offered me "store credit" due to Route denying my claim. I want a full refund back to the credit card I ordered from! What's the point of purchasing insurance but there's all of these clauses of things they do not cover. Instead, they send you on a wild goose chase to get your money back and do everything they can to absolve themselves of liability. This is unacceptable! As you can see from previous BBB reviews, this seems to be a thing with them.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I had placed a order for coil packs and spark plugs and the day it was delivered it was having a really hard rain storm while I was at work my package was delivered and who ever did don’t try to keep my package safe from the rain, By the time I got home and found my package, the cardboard quite literally just fell apart in my hands because it was so drenched in water, when I looked at the coil packs and spark plugs they where all covered in water so I kept going back and forth with route and they didn’t want to cover me because there was no way for me to take apart this coil pack to show them the water damage inside the coil pack because there no other way to show it that it’s broken besides by putting it in my car and starting my car to show it miss fires, So I did I made a video and I sent it showing there was damage and that they where not working and they want to deny my claim because they say it’s a manufacturer defect when it’s not and it was damaged during shipment.

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I placed an online order with Bag All, and it seems to have gotten lost via USPS. I couldn’t get a response out of the store for some time. When they finally did respond, they instructed me to go to Route for my refund for the package that never arrived because I purchased ‘package protection’. After filing the claim, they denied the claim because it wasn’t filed in time. I made the purchase in January 2024 and filed the claim in February 2024 after confirmation the package was officially lost by USPS.

  Business response

  03/11/2024

  Hi *****,

  Thank you for reaching out to Route, and we apologize for any issues experienced while filing your claim. Per your message, you stated that you reached out to the merchant where you purchased your order within 31 days of your order being marked as delivered. If this is the case, you can let the Route rep assisting you know of this, and we will be able to consider your claim to be within timeframe. 

  Based on the customer email and phone number you provided, I was unable to find your order, so you will have to reach out to our Route team directly. You can reach out here:

  ****************************************

  Have a great rest of your week.

  Best,

  Skylar, Route Customer Success

  Customer response

  03/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I cannot reach a representative via chat. The email address for the order is ************************* and the order number is *****. Please check your records again and address the issue. 

  
  Sincerely,
  
  ***** *********

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order using Route as a third party item insurance and tracker. The company refuses to issue a refund for an order based on a lack of status updates for almost a year. The other company has been reported as a scam and I feel this company is also a scam.

  Business response

  02/29/2024

  Hi ******,

  Thank you for reaching out. I apologize for any inconvenience that you've experienced during the claim filing process, and I'd love to give some further context.

  After looking into this issue, it looks like the merchant you purchased your order from never shipped out your item(s). Because Route is a third-party company that provides shipping insurance, we are not able to resolve an issue where an order was not shipped out. Route covers any protected orders that have been lost, stolen, or damaged in-transit. Again, I apologize for any inconvenience this causes.

  We do recommend reaching out to the store where you purchased your item(s). Please feel free to reach back out to our team with any additional questions or concerns here:

  ****************************************

  Have a great rest of your week!
  
  Best,

  Skylar, Customer Success

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, my order from Gelato Pique has not arrived, and I have been waiting very patiently for it and it was already marked as delivered Please issue a refund

  Business response

  02/29/2024

  Hi *****,

  Thank you for reaching out. We apologize for any inconvenience you've experienced during the claim filing process.

  After looking into your issue, it looks the issue with your order from Gelato Pique has been resolved.

  If you have any further questions or concerns, we encourage you to reach back out to our team, and we'd be happy to assist you further.

  Best,

  Skylar, Customer Success

  Customer response

  02/29/2024

   
  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.
  

  thsnk you for resolving it so soon;
  
  Sincerely,
  
  *************

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid for route shipping protection for my tires since they were a fairly big purchase and wanted to make sure they were insured. The day the tires were delivered I came home to them not being on my front porch nor anywhere on my property. I immediately contacted route and they offered no help what so ever, I was told to get in contact with the original merchant lethal performance who also immediately said they cant offer help with my situation. I feel as if I was scammed since 1 the insurance did not cover anything, 2 route immediately rinsed their hands and sent me to original merchant. Very scummy business you expect protection and you get offered nothing

  Business response

  02/29/2024

  Hi ****,

  Thank you for reaching out. We apologize for any inconvenience you've experienced while filing a claim with Route, and we would love to rectify this.

  Once of our team members has reached out to you in order to resolve this.

  Thanks, and have a great rest of your week!
  
  Best,

  Skylar, Customer Success

• Initial Complaint

  01/31/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Transaction was TODAY 1/31/2024. I was charged $20.43 for Route and I never asked for this service nor do I need this service.

  Business response

  02/01/2024

  Hi ******,

  Thanks for reaching out to Route! Because Route is a third-party company, we cannot remove Route from your order. However, the store that offered Route shipping protection to you can remove/refund Route on your order from their end. We do not have access to the store where you purchased your order, so we cannot remove any items from your order!

  If you have any additional questions or concerns, you can reach out to our team here:

  *********************************************************

  Have a great rest of your day!
  
  -- Route Support

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The driver of the Route App ************ left my package at an unknown area on the ground of a parking lot. They marked it as delivered, and it was a complete lie.

  Business response

  01/19/2024

  Hi ********,

  Thanks for reaching out. Please note that Route is not a shipping carrier, and we do not package, ship, or deliver your items! Route is a shipping protection service, meant to assist you in the instance that your order is lost, stolen or damaged when you purchase Route shipping protection. Route is also an app where you can track all of your packages!

  We recommend reaching out to your shipping carrier directly, or reaching out to the store where you purchased your item(s). If you have any Route-protected orders that you are experiencing issues with, you can file a claim here: claims.route.com.

  Thanks, and have a great day!

• Initial Complaint

  12/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Order ******* was lost or stolen: I reported it to route and it was denied. This is the first time Ive used route so Im very confused as to why Im being Denied as this is my first time using and I paid for this service for protection for anything that happens to my packages. Absolutely horrific customer service

  Business response

  12/22/2023

  Hi ****,

  Thanks for reaching out! It seems as though we have identified behavior in previous claims filed with your account that are a breach of Routes conditions for terms of service. We will be refunding the money spent on package protection and will be denying the claim for order #*******  as well as any subsequent claims. 

  If you have further questions or concerns about our policy, you can reach out to our team here: *********************************************************

  Best,

  Skylar, Customer Support at **********************

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a **** Toy truck and this Route company was to provide the purchase protection. The toy truck was tracked as damaged, and then returned to sender. The company is now refusing to rectify the situation and send a new toy truck.

  Business response

  12/15/2023

  Hi *****,

  Thank you for reaching out to us, and we apologize for any inconvenience you experiences while filing your claim with Route. It looks like your issue fell outside of Route's 30 day protection timeframe. We'd be happy to make a one-time exception for your issue, and resolve your claim. A member of our team will be reaching out to your shortly to assist you!
  

  Have a great rest of your day!

  Skylar, Customer Support

*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. ↩