Complaints

This profile includes complaints 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

• 

  Route App, Inc.

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

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:01/23/2025

  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'm a merchant. Route stopped working on my website after not being visible for some time. I've sent numerous requests for them to contact me but they go unanswered. I'm stuck in some sort of zendesk help system with no way to actually contact them.

  Business Response

  Date: 01/27/2025

  Hello team at Energy Artist Julia! Thanks for reaching out to Route! We're sorry to hear you have had trouble contacting us. We've checked, and we have not received any emails from your team. Please feel free to reach out to [email protected] in the future for any assistance you need. Please view this article here for the steps to get Route back on your site. *************************63-Big-Commerce-Implementation-Guide
  
  If you need any help with this at all, please reach us [email protected] and our team can assist if you give us temporary backend access to your store. Please let us know if you have any other questions!

• Initial Complaint

  Date:01/05/2025

  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.

  Over the past year, Route has been added to my purchases across different retail sites. Every time I've removed it from my correct or opted to not have it, it magically appears in my cart at the time of checkout. There is no real option to remove it and that's extremely unethical to charge customers a fee for a service they neither want or need. Route needs to address this.

  Business Response

  Date: 01/17/2025

  Hey there,

  We are so sorry to hear about the trouble you are having with Route. We can assure that Route should be able to be removed from any order when the toggle is present! If you continue to run into issues with this, do not hesitate to reach us or the store you purchased from and we will do our best to make it right.

   

  Thanks,

• Initial Complaint

  Date:12/28/2024

  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 4 items they shipped it separately and I received none of them. I spent $147.03 not including the shipping protection fee. They said they would refund me and I haven't received it at all. Now they are ignoring my emails and customer service tickets.

  Business Response

  Date: 12/31/2024

  Hi ********, 

  Thank you for your feedback. We sincerely apologize for any inconvenience you may have had filing a claim with our support team.

  After investigating your claim via the order number you shared here, we're happy to confirm that your claim was approved! Our team initiated a refund for you, and when you followed up to let us know you hadn't received it, we resent the payment. 

  If you're still having difficulties or believe that there has been an error in the handling of your claim, we'd be glad to assist with any additional questions or concerns. You can reach our support team by replying to your recent email thread with us, or at ********************************. 

  Best, 

  The Route Support Team

   

  Customer Answer

  Date: 01/03/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They now am only giving me part of the refund instead of the whole thing and they have started ignoring me again 

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

  Business Response

  Date: 01/06/2025

  Hey there,

  We are truly sorry for any frustration! Looking into this, it appears you have been able to work with our team to get this resolved and a full refund has been sent to your PayPal account. Again, we apologize for the inconvenience but assure you we have you taken care of in this matter!

  Pleas let us know if there is anything else we can do to assist. Thank you for your patience and understanding.

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  They are withholding my USPS tracking number and want to force me to use their app which I do not trust.

• Initial Complaint

  Date:11/08/2024

  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 paid almost $200.00 for shipping protection with Route and my package got loss in transit and they aren't responding to my emails, texts, chats and **********'s been five straight days that I filed the claim, and they requested me to send a notarized affidavit of Loss which I had to leave my job earlier to do it and then they asked me for my passport and a picture of me holding my passport, and after I provided all that they came back asking for more reasons to delay and asking me to go downtown and fill out a police report.Their policy says if something goes wrong they resolve it in hours and not days, yet to me they are treating me different and keep on delaying my refund.I wont lose another day filing anything else than I already did, I check with some people online and they didn't have to do any of what they are asking me and their issue was indeed resolve in hours and mine is now almost a week that i'm trying to get my money back and I was told before I continue with my city consumer attorney and the **** to start with BBB requesting my full refund for the lost order as paid insurance promised before I file suit, so please refund my money and let me go my way as your delay is causing me money loss as I cant finish my work because you're keeping my money and I don't have any items nor can rebuy it until you refund me. I can only wait another 48 hours before I continue further with the agencies mentioned above, so please refund my money back within 48 hours of this notice.

  Business Response

  Date: 11/19/2024

  Hi ******,

  Thank you for reaching out. After reviewing your claim, it looks like our team issued you a refund for your stolen order. Please note that the fee for Route is what allows us to provide you shipping protection. This fee is not refunded at any time - if the fee has not been paid, it means your order is not protected by Route. 

  If you have any additional questions or concerns regarding the Route fee, please feel free to reach back out within your Route claim. It looks like our team has been corresponding with you, and the last email we sent out was Friday, November 15th, 2024. You can get back in touch with our support agents by responding to this email.

  We look forward to answering any additional questions you may have.

  Best,

  Skylar, Route Customer Success

• Initial Complaint

  Date:11/02/2024

  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.

  I purchased some gun parts from a website and they arrived beaten up. Route took care of the problem by giving me a refund. But the problem came when I was issued the refund. They sent it to ****** instead of Venmo(which is what i requested) and now I cant get the payment. And since they have no telephone number, I can not reach anyone to help me. I feel totally neglected and I cannot get help with this from them. I have sent atleast 10 emails.

  Business Response

  Date: 11/07/2024

  Hi Chai,
  Thank you for reaching out. While looking into your Route claim, I did see that we had initially sent the refund to your Venmo, and there was an error where the refund was showing as canceled. I see on the claim that you had provided your ****** information as an alternative refund method, and that refund did go through.
  If you are still not seeing your ****** refund, or if you have any additional questions or concerns, you can respond back within your claim or using our chat option, and we will assist you further!
  Have a great rest of your day!
  Best,
  Skylar

• Initial Complaint

  Date:10/30/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Hello, I placed an order number--***** in Perfumology. My order was delayed twice and after updatng shipping address on my file item still did not come
  
  Perfumology said they would reach out to Route
  
  Please advise as I am requestinf a refund for this item that did not come;

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair 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.

  Date of transaction 08/28/2024
  $166.32
  Store True religion
  Shows it was delivered on 09/03/2024 @11:11am when I got home from work nothing was there so I waited and contacted route which I got the run around about a notary letter which I did complete 2 times which was ridiculous got a letter notarized today he denied my claim saying this isn’t route form I got the form from the email he sent

  Business Response

  Date: 09/19/2024

  Hi Willie,

  Thank you for reaching out and escalating this issue to us. Our team will be reaching out shortly to issue you a refund on your claim from True Religion. We apologize for any inconvenience, and we appreciate your patience!

  If you have any additional questions or concerns, please let our team know within your Route claim, and we would be happy to assist you further.

  Have a great rest of your week!

  Best,

  Skylar, Route Success

  Customer Answer

  Date: 09/19/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22305509, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Willie Staten

• Initial Complaint

  Date:09/10/2024

  Type:Order 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.

  We only used their service for a few weeks. Then found out the app is not working for us. So, we terminated the service, and uninstalled the app. The route app (*****************) wants us to pay them $401.95 of their service, then they will refund us $203 for us terminate their service early due to partially used. We have been waiting for the correct invoice. I asked them to send us an adjusted invoice so we can pay the difference. However, Route App keeps changing different customer service to email us to ask to pay full amount of $401.95. This has been going on for over a year. We are still waiting for adjusted invoice.

  Business Response

  Date: 09/12/2024

  Hi Sanni,

  Thank you for reaching out. I would love to look further into this issue for you, however I am unable to find your merchant account based on the information provided. Could you please let me know the name of your store? You can also reach out to our merchant chat in your Route dashboard, and ask our team to be escalated to Skylar, and I can assist you there.

  I look forward to hearing from you!

  Best,

  Skylar, Route Support

  Customer Answer

  Date: 09/12/2024

   
  
  Complaint: 22265960
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Sanni Mckelvey

   

  Per merchant requests, Here I am attaching my account information.  Please check all email reference below. The most recent conversation is with Lyndsay N. (Route for Merchants),request (*******). If I have to take more steps, I will need to begin charging you $95/hr of my time to respond you. ( We at least spending more than 10 hours with your agentS) ~ Sanni McKelvey

  Below are a few of your agents we have been contacted.

  ***********************/
  Lyndsay N. (Route for Merchants)
  Sep 10, 2024, 12:13?PM MDT /[email protected]/Ana T. (Route for Merchants)
  Oct 17, 2023, 1:31?PM MDT/ [email protected]/
  Bill H. (Route)
  Mon, Mar 11, 4:49?PM
  Your request (2306995)/Your request (2457523)

   

   

  Business Response

  Date: 04/04/2025

  Dear *****, 

  We are sorry to hear of the difficulty acquiring an accurate invoice, and hope for the opportunity to resolve this situation, if it has not already been resolved. 

  We were unable to find any tickets tied to the email address ***************************, and will need more information from you to investigate the issue thoroughly. Please let us know if this is your preferred contact email address so that we can get in touch to ensure this issue has been resolved in a satisfactory way. Rest assured that the investigation will be assigned to a dedicated handler for consistency and accountability. 

  Looking forward to assisting you further, 

  Route Merchant Experience Team

• Initial Complaint

  Date:07/24/2024

  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 was originally contacted on May 24 that the order was shipping. Order never appeared. The company requires an online submission for inquiries but it did not recognize the order info provided in the email so I was unable to get a resolution. Received another email on July 22 that the order was delivered by **** but there was no package. When I contacted **** with the tracking number provided by route I was told that the name and address did not match mine. Once again I tried to contact route through their online complaint form using the order number they provided. I was unable to complete the form as once again it did not recognize the information they provided.

  Business Response

  Date: 07/26/2024

  Hi *********,

  Thank you for escalating this issue to us. I took a look at your order with Rush Charge, order RT2M047JKIO5K3M3SAKGP0, and it looks like it was ****ed as delivered on Monday, July 22nd, 2024.

  We do require 5 days to pass before filing claims for orders that have been ****ed as delivered, but have not yet been received. As frustrating as it can be, most packages either show up late or are temporarily held up in local transit. Sometimes shipping carriers even **** an item as delivered a little early, and it may not arrive until several days later!

  As soon as 5 days have passed since the date of delivery, you will be able to file a claim using your Route order number (RT2M047JKIO5K3M3SAKGP0), and your email associated with the order, and our team will assist in resolving the issue ASAP.

  Thank you, and have a great rest of your day.

  Best,

  Skylar

  Customer Answer

  Date: 07/29/2024

   
  Complaint: 22037802
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************