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Business Profile

Ecommerce

Route App, Inc.

This business is NOT BBB Accredited.

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Reviews

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

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Route App, Inc. has 3 locations, listed below.

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    Customer Review Ratings

    1.85

    Average of 16 Customer Reviews

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    Review Details

    • Nancy N

      Date: 11/04/2024

      Horrible experience! Useless app!I am having a terrible experience with Route. The Route app was added to an order I placed through the company eyebuydirect. My order was placed on 10/20. Route tracked it to a distribution center in my city on 10/29. For the next five days according to Route it has not moved and is "in transit". The Route app is useless and provides no helpful information as to where my order is or when or if it will even be delivered. It just keeps repeating that it is "in transit" while it shows that it is in my city and hasn't moved in five days. I am furious and frustrated as my order is for prescription glasses that I desperately need. The app is useless as there is no way to connect with an agent and the options lead nowhere and make it impossible to get information or resolution.

      Route App, Inc.

      Date: 12/03/2024

      Hi there,We appreciate your feedback and apologize for any inconvenience.Please note that Route does not directly ship or process your order - this information is relayed from the shipping carrier! After looking into your order, it looks like it was marked as delivered. If you still have not received your order, please file a claim at *********************************, and we would be happy to ensure that you receive a refund or replacement order.Have a great day!Best,Skylar, Route Support

    • Jason M

      Date: 10/29/2024

      Zero response from them what so ever on a delivery that arrived broken.

      Route App, Inc.

      Date: 12/03/2024

      Hi there,We appreciate your feedback and apologize for any inconvenience.After reviewing your Route claim, I do see that Route created a replacement order for your broken item(s). We encourage you to check your spam folder, as email notification was sent out regarding this replacement.If you have any additional questions or concerns, we encourage you to reach back out within your Route claim and we'd be happy to assist you further!Best,Skylar, Route Support

    • david j

      Date: 08/09/2024

      I bought something from an online company and they charged me extra to insure a package through the Route App and ***************** I was shipping something to *******. Unfortunately a month and a half later it hasn't arrived. I filed a claim with Route and they say "oh their insurance policy doesn't cover countries under sanctions." Then they send me a link where I can read the details. However, nowhere in the document does it say Ukraine is under sanctions. It talks about Russia being under sanctions because of the war in *******. It mentions ****** which has been under Russian control since 2014 being under sanctions. Not once in the document does it say UKraine is under sanctions. This is just a cheap ploy for them not to pay out. 0 stars if possible.

      Route App, Inc.

      Date: 12/03/2024

      Hi there,We appreciate your feedback and apologize for any inconvenience. Your experience is important to us, and we want to make things right. A member of our team will reach out to you directly to work on a solution. Best,Skylar, Customer Support

    • Christine M

      Date: 07/29/2024

      I ordered an item for delivery on July 13, 2024 and as of today july 29th, the item has never arrived. It was a present for my daughter's birthday from sendacake. I have talked with sendacake a few times. Today, 29th, sendacake sent me the information for Route so that I can file my claim for a refund. I keep trying to fill out the information as instructed but it won't let me proceed to file my claim. I have tried to call a human at this company but to no avail. I was able to find only two phone number for this company and neither works. I would like a refund on my order as promised from sendacake. The insurance through Route should cover if I was able to fill in forms. I would like to speak to a human at this company but you can't. It seems to be sent up so that you can't take to anyone.

      Route App, Inc.

      Date: 12/03/2024

      Hi there,Were disappointed to hear about your experience and offer our sincere apologies. Your feedback is greatly appreciated and will be used to continue to improve how we serve our customers.After looking into your claim, it looks like a refund was issued to you by Route for your order. If you have any additional questions or concerns, please reach back out to our support team within your Route claim, and we'd be happy to assist you further!Best,Skylar, Customer Success

    • Shari L

      Date: 09/11/2023

      They are not honest or upfront with their application. I agreed to 1 year and they included 2 years in the contract. They also denied my customers' claims and I had to spend a lot of time advocating for my customers. It is impossible to reach billing if there is any issue.

      Route App, Inc.

      Date: 09/13/2023

      Hi *****,Thank you for your feedback, and we sincerely apologize for any miscommunication. We would be happy to assist you and your customers further! You can reach out to our chat team directly using the instant merchant chat function in your Route dashboard, or you can reach out to our team using the following contact form:************************************************************************************************** You can also find Route's claim policies here:******************************************************************************** We encourage you to reach out with any questions or concerns. The form above, or your merchant chat, will connect you with an agent that can assist you with any issues regarding your account, including billing issues! We look forward to assisting you further.Best,Skylar, Customer Support

    • Vincent S

      Date: 08/23/2023

      I bought their shipping insurance. After my order arrived damaged, I filed a claim assuming it would be an easy process. My claim was rejected based on routes observation that although there is severe cosmetic damage the item is still usable. Therefore, not covered by "package protection against loss, theft, or damage in transit and instant resolution with route". I never could have imagined such a misleading product.

      Route App, Inc.

      Date: 08/31/2023

      Hi *******,Thank you for taking the time to reach out about your order issue. We apologize for any confusion or inconveniences during the claims filing process.I'd be happy to give some further information! Route policies can be found here, including those of cosmetic damage: ***********************************************************************************************************************************. We understand your frustrations regarding your item, and if you believe there to be a mistake in the filing process you are more than welcome to reach back out to our team for more information. We are here to help clear up any remaining questions you have!You can reach out to our team here: ********************************************************* All the best,Skylar, Customer Support

    • antonio r

      Date: 06/17/2023

      It's a waste of my time and I'm sure it's a waste of the vendors money !! dude this app is the worst ever ! trying to find your packages ?? Good luck. you're better off tracking your package via the email that the vendor sends you via the carrier that's actually tracking your package this app is a waste of time

      Route App, Inc.

      Date: 07/27/2023

      Hi there,Thank you for your review, we appreciate your feedback. I'm sorry to hear that you have been having issues with the Route App! To reach out to our team and let us know exactly what type of issue you're having, you can reach out using the following contact form:************************************************************************************************** If you reach out to our team we can help you further to resolve your issue, and answer any questions you may have regarding the Route App.Thanks!Skylar, Customer Support

    • Peter K

      Date: 03/27/2023

      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,****, ****************

    • Michael B

      Date: 12/14/2022

      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, **********************

    • Amy R

      Date: 12/12/2022

      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, **********************

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

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