Route.com

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My shipment encountered issues during

My shipment encountered issues during its journey from the US to Switzerland, and upon promptly reporting the problem with the tracking number and necessary details, I swiftly received a response addressing my concerns. Despite the unfortunate realization that my package might not reach its destination, I was pleasantly surprised to receive a refund just thirty minutes after submitting my request. This review is essential for me to highlight, as obtaining relevant information on handling a stalled package was a nearly impossible task on the USPS website. My attempts to use the USPS form only resulted in frustration. Going forward, I plan to utilize Route as my preferred package insurance provider for all my future orders. Thanks once again to @Route for their efficient assistance.

Exceptional customer service

Exceptional customer service! Route's prompt resolution of my claim and lightning-fast payment were astounding. They efficiently requested additional information, communicated with the vendor, swiftly approved my claim, and deposited the payment into my PayPal account - all within an hour! This level of customer service is unparalleled. The seamless process and quick response time have left me thoroughly impressed. I highly recommend them for their outstanding service and commitment to customer satisfaction.

The timely and pleasant response from the Route agent

The timely and pleasant response from the Route agent greatly alleviated concerns about a potential lost or stolen package. The replacement process, once feared to be tedious, turned out to be smooth and hassle-free. The positive experience has led to a commitment to include Route protection on future purchases, reflecting the effectiveness and reliability of the service. Gratitude was expressed for the efficient resolution and the overall satisfaction with the protection provided by Route.

I’ve had two different encounters with Route

I’ve had two different encounters with Route and both are among the best customer service experiences I’ve ever had. Quick, friendly replies, and I received exactly what I needed. Normally, I wouldn’t consider spending more for insurance or shipping protection, but because of my experiences, I will definitely choose them in the future. I’m not sure where Route finds these nice workers, but keep doing what your doing!

Lost parcel with $200 worth of items was stuck

Lost parcel with $200 worth of items was stuck in a FedEx facility 76 miles from the delivery spot for more than a week. It was never located. FedEx was not helpful. Our Route customer service agent, Zach, was professional, knowledgeable, patient, and kind. He answered all my questions and then swiftly resolved the issue. A new order is on its way and is also covered by ROUTE. A five-star service, without a doubt!

У мене була посилка, яка загубилася під час доставки

У мене була посилка, яка загубилася під час доставки, тому я подав заявку на компенсацію через Route. Вони відповіли того ж дня, а вже наступного ранку кошти на відшкодування були зараховані. Мій досвід співпраці з ними був чудовий. Прекрасне обслуговування клієнтів.

I had a package sent to

I had a package sent to the wrong address, which was really annoying. But the insurance I had with my order took care of it when I told them about the issue. It's smart to get insurance to keep your stuff safe. This was my first time needing to make a claim.

Route дуже швидко допомогла мені вирішити

Route дуже швидко допомогла мені вирішити мою проблему, а представник, який мене обслуговував, був дуже ввічливим і відкритим. Марк допоміг мені все залагодити дуже швидко і без проблем. Дякую!

Had doubts about splurging on

Had doubts about splurging on shipping insurance, but when just half my stuff arrived, I logged in, and they sorted it out in less than an hour. That shipping insurance really paid off!

I got an album but not on time.

I got an album but not on time. After I told them, they sent another within 48h. They were fast and asked good questions. Even though the album was late, I had a good experience.

Це справжній топ!

Це справжній топ! Команда обслуговування клієнтів не має рівних. Мрію, щоб інші компанії мали такі ж чудові сервісні команди.

After struggling with other customer service

After struggling with other customer service, I finally contacted Route when I had some damaged equipment. They were really nice and fixed the problem right away. I suggest them.

POOR CUSTOMER SERVICE - I recommend an in-house insurance app instead

I contacted Route customer support on December 20th regarding a missing reimbursement for an order they gave to a customer (from my funds) for an order back in September. They did not respond after several emails and contact through the Shopify app. Finally on December 26th they responded. Once I finally had someone respond I let them know that on that order the customer had also filed a chargeback for the Route insurance, in which I had previously contacted Shopify customer service about. The customer's bank sided with the customer. Shopify charged me the chargeback fee, even thought I didn't have the customer's Route insurance fee -- Route does. The chargeback should have been with Route. It is now January 5th. Route customer insurance keeps telling me to be patient that they are waiting on their billing department. I have followed up eleven times and asked for a supervisor four times. Route keeps telling me to be patient. They will NOT connect me with a supervisor. 1. Customer's Chargeback on order #***** Shopify charged me for both Route’s insurance fee (which was refunded to the customer) and the chargeback fee. The chargeback should have been handled by Route, not me. 2. Missing Reimbursement from Route: The main issue with Route is their failure to reimburse me for the amount refunded to the customer for the same order (#*****) due to an insurance claim through Route by the customer. This refund came out of my funds in September, yet Route has not returned the money to me. To summarize, there are two separate concerns for the same order #*****: The missing reimbursement from Route for the refund they issued to the customer. The Shopify chargeback for Route’s insurance fee and the associated chargeback fee for the same order. This insurance app is NOT recommended. Instead from an in-house insurance app to use on your store.