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:06/11/2023

  Type:Service or Repair 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.

  First off I was not notified my items from order ****** connected to the email submitted in this complaint were out for delivery and delivered. I quit using your app because it doesn't work majority of the time, and I know occasionally emails from merchants don't always get sent out. However, went I did go to submit my claim on June 6th, 2023 your website told me that I needed to wait 5 days, and that it what I did, and then on June 11th, 2023 it allowed me to submit the claim, and then it was declined because now it is outside of the timeframe. I find this completely unacceptable. I buy tons of things online and Route is on 90% of those things and I always leave it on cause I think its better to be safe than sorry, and then the one time I've every had to use it, your company fails at helping me and was completely dismissed.

• Initial Complaint

  Date:06/06/2023

  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.

  I purchased shipping protection for Order #**********************
  My order was lost and route will not process this claim.

• Initial Complaint

  Date:05/20/2023

  Type:Delivery 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.

  I placed an order from Reefer bay on 4-28-22, along with route shipping insurance. My item was never received, as well as the shipping information was never updated. I reached out to the original vendor and they instructed me to reach out to Route as they are the shipping insurance I paid for. Upon reaching out to route they just give me a run around and claim the issue is on the original vendor not answering which is very unlikely when they have live customer representative that actually answer the phone as well as emails. Route is a total scam and will never be receiving a dollar of my hard earned money ever again.

  Business Response

  Date: 06/07/2023

  Hi ********, 
  
  Thank you for taking the time to reach out about your filed claim. I am so sorry to hear of any delays in in this process, as well as any delays in your replacement order. 
  
  After review, I do see that several of our team members has attempted outreach to the merchant for additional tracking information on this replacement order, and we have not heard back. This is rare, and we again, are so sorry for the delays. 
  
  I have reached out to our team about your claim to follow up on next steps at this point in time. Keep an eye out for an email from them. You are also more than welcome to reach out via your filed claim for an update, or through our help center here: *********************************************************. We want to ensure to prioritize a positive outcome to this order issue. 
  
  Thank you, 
  Leea, ****************

  Customer Answer

  Date: 06/08/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/17/2023

  Type:Billing 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.

  This company fraudulently billed my credit card as part of an unrelated transaction with a different company. I never agreed to purchase any good or service from them. I contacted ******************** to try to resolve the transaction and they said they are unable to do so. The item from the transaction never arrived and this company now says they are entitled to my money and refuse to refund me My order with the merchant I wanted to do business with is PGL30520 on March 25th. That merchant was contacted when I received my credit card statement and noticed the fraudulent overcharge on April 3rd. The item was supposed to be delivered on may 5th and this company only stated ***** refusal to refund the stolen funds on may 16th after I reached our directly to them via email.

  Business Response

  Date: 05/31/2023

  Hi there, 
  
  Thank you for taking the time to send in your feedback. We apologize for any confusion or miscommunications during the claims filing process. 
  
  After review, it appears our team was working on resolving your filed claim with a PayPal refund, however we have not heard back from you regarding a PayPal email our team can use to send those funds. As a note, Route does not have access to your personal banking information, and our team utilizes PayPal to ensure a safe and secure transaction. Route Package Protection is added to an order with a partnered merchant during the checkout process, and can be checked off before payment and order finalization. However, we are here to help with your order issue once PayPal information is shared with our team. 
  
  You are able to contact ** through your existing claim at any point, or through our *********** here: *********************************************************. We are happy to help clear up any confusion, and assist with positive resolutions and next steps! 
  
  All the best, 
  Leea, ****************

• Initial Complaint

  Date:05/13/2023

  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.

  Ordered a Booster box case and a single booster box from Hobbiesville 2023-04-17 ORDER #****** with Route protection thinking it was a sizable purchase and I should get some insurance in case anything does go wrong. Forward over a week, my package was delayed because it had the wrong address so I called *** myself to correct it and even asked for it to be dropped off at a *** access point so I can pick it up myself in case I wasn't home. It said it was delivered to the access point on a Friday so I went the next Monday to be safe because I know the tracking information can be tricky at times. The clerk told me that it wasn't there and maybe it was still on the way so I should check back the next day. I went back again and it still wasn't there. So I filled a claim with Route because that's exactly what I paid them for. The first claim was denied outright because "You can pick it up at the access point" So I had explain to them that THEY DIDN'T HAVE IT and started a new claim. The second one was resolved pretty quickly and the replacement was sent. Problem is, their app recognizes the orders as separate orders so only like 15% of the order was replaced? So I had to start ANOTHER claim for the SAME order. I told them to just forward everything from the original claim over because it's the same order but by that time, the second item I ordered was out of stock so they were waiting on a response from the store. Eventually, they closed my claim and bombarded me with excuses like "It was a different order", "It's available for pick up", "Time guidelines to start the claim was not met", etc. Everything that you can think of. So I had to create a support ticket asking them to restart my claim but unsurprisingly, they told me the exact same thing not only once, but TWICE. "You can pick it up at the access point". This company is such a scam and they don't bother to read any notes that you give them. My one question is, why did the first claim even go through any of these exc

  Business Response

  Date: 06/13/2023

  Hi there, 

  Thank you for taking the time to reach out about your order issue. Our sincerest apologies for the delay in response. Additionally, I am so sorry to hear of any delays, or miscommunications during the claims filing process. That is certainly not the experience we aim to give when reaching out to our team. 

  After review, I do see that our team has provided you with a replacement order with the order number of #****** - to finish out ordering the items that were ordered originally. Looks like our agent noticed that only part of your order had been replaced by our team, and made sure to get the rest of it on its way to you. Once again, we are so sorry about this! 

  I do hope those orders have reached you - but if not, please know that the agents helping you with this order issue would be more than happy to take a look and assist you further to ensure you have a positive and complete resolution. 

  If you have any further questions or feedback for us, you are welcome to reach out through our *********** here: ********************************************************* and we will be there to help. 
  
  All the best, 
  Leea, Customer Service

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20054351
  
  I am rejecting this response because: I am currently on a business trip right now and was prompted by BBB to respond. Since I haven't been home for a couple weeks, I've been letting my family handle the packages that I've ordered online and have asked them to find this package last week. I'm an avid online shopper so there are a bunch of packages for them to go through but since I haven't gotten an answer from them yet and I need to reply to this within a week, I'm rejecting this business response. I will update this claim before this week is ended.

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

• Initial Complaint

  Date:04/20/2023

  Type:Billing 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.

  This business and app seems to be tied to ****** ***** which forces yoy to purchase this insurance. It was in my chart for 98 cents and when I checked out it bounced up to 5.15. False advertising and price gauging. I want a full refund of the 5.15. I call this company and every number they have does not work or no one answers and messages are never replied to. I wrote ****** as they owe me money for selling used shoes and new, and they and route play tennis with my complaint. I go to file complaint or submit issue and each page throws the complaint to the other. I want my 5.15 refund back now.

  Business Response

  Date: 05/16/2023

  Hi there,
  
  Thank you for taking the time to reach out to us about this! We apologize for the issues you encountered with our app and the associated insurance while ordering from MyCozy Boots. We understand your frustration and would like to assist you in resolving this matter promptly. Please contact our support team through our Help Center here: **************************************** to discuss this further. We apologize again for any inconvenience caused and appreciate your patience.
  
  Best regards,
  Leea, Customer Service

• Initial Complaint

  Date:04/20/2023

  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 used Route for shipping insurance. I have sent this in a email to them 2 times now and get the same canned response below.******************** (Route for Merchants)Apr 19, 2023, 3:57 PM MDT ********************* <**********************>5:28?PM (6 hours ago)to Route The damage is to the internal circuitry. the item must of been mis-handled during shipping. These are really easy to break and susceptible to shock. If one of these falls of your desk onto the carpet, it might just be enough to kill it. I have had this happen to me before with one falling off the desk onto carpet. The item will not turn on or charge at all. I spent a good 2hrs trying anything and everything to get it to work, to no avail.Thank you for your time and patience with me.Have a good one.******************* Hi ****, Thank you for reaching out to Route! We are so sorry to hear that your item from EightVape arrived damaged and isn't working properly. We know that must have been so disappointing but, we would love to help!To continue resolving this for you, we will need some additional photos. If you could send a few photos of the packaging it arrived in clearly showing the damage you are seeing, that would be very helpful! We'll keep an eye out for those photos so we can continue to process your issue and hope you have a great rest of your week! *************************Route Support Team www.route.com I can not send pictures of damage, IF the damage is done to the internal circuitry before it arrives. I really hope that the BBB can get through for me, I do not think anyone who understands english is actuallly reading my messages.

  Business Response

  Date: 05/16/2023

  Hi *****,
  
  We apologize for any inconvenience caused by the damage to your item and the communication you had with our support team. Upon reviewing the details you provided, it appears that the damage to the internal circuitry of your item is indicative of a manufacturing defect rather than damage that occurred during the shipping process. As a shipping insurance provider, our primary focus is to cover issues arising during the shipping itself. We do recommend contacting the merchant directly to discuss the matter and seek a resolution. If you require any further assistance, please let ** know.
  
  Thank you for your patience and understanding. We value your feedback and will work on improving our communication to provide better clarity in the future. If there is anything else we can assist you with, please don't hesitate to reach out.
  
  Best,
  Leea, ****************

• Initial Complaint

  Date:02/26/2023

  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.

  On February 19th, I ordered a $110 pair of shoes through ******** with Route protection and its been UTTERLY USELESS! At first after submitting a claim, I was told 48 hours to receive a response, only to receive an email the next evening stating that absolutely nothing could be done until at least 10 days as my order was stuck in transit. First and foremost, Route has been nothing but unpleasant and unprofessional, and customer service is a joke to them. While some may have $110 to throw around? I do not. Its bad enough these shoes didnt arrive in time to be the gift I had purchased them for, but dealing with all the rude reps and them being unwilling to even try to help, has literally left me in tears. I just want my money back and to never hear from this excuse of a company again.

  Business Response

  Date: 03/08/2023

  Hi ******, 
  
  We appreciate you taking the time to send in your experiences. Our sincerest apologies for any delays, inconveniences, or miscommunications during the claims filing process with us. We strive to give our customers the best possible experience when using our services and reaching out to our team, and we apologize if we missed that mark. 
  
  After review, I see our team was able to complete your refund via PayPal on March 1st. I am so glad to see that we were able to get this resolved and refunded to you! 
  
  If you run into any other questions or concerns regarding your experiences or your refund - our team will be here to help. You can reach out to us on any of your filed claims or through our *********** here: ***************************************************************;
  
  Thank you again, and have a wonderful day, 
  Leea, ****************

• Initial Complaint

  Date:02/17/2023

  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.

  We have worked with Route regarding our order number NTC37914. Our Route order number RTCFCKAQG5LQGC1U3KC7L0.We've sent numerous photos, as requested, to Route.We included the 8 digit LOT number from the bottom of the bottles: 22100532.All requested information was forwarded to Route via email. Their physical address was listed as ******************************************************************************. Route promises "Package protection against loss, theft or damage in transit with instant resolution" all throughout the purchase process which is clearly untrue. We were to be credited $131.74 via "instant resolution". But it clear this isn't going to happen.

  Business Response

  Date: 03/02/2023

  Hi there, 
  
  Thank you for reaching out to us about your order! I am so sorry to hear about the damage that was caused. We would be glad to help out.
  
  After review, it appears that a claim is not within our system with this Route Order ID and information. It is possible it did not process through! I would recommend trying to file another claim with us through claims.route.com, and ensuring it reaches a point of letting you know what status your claim is in (Approved, In Review, etc). That way our team can review and reach out to you as soon as possible with the next steps. 
  
  Once you enter the claims.route.com webpage, you can enter your Route Order ID listed here, and your email address connected to the order - also adding in any helpful photos of the damage to your product, then submit. 
  
  If you need any assistance with this process, or are seeing issues with filing your claim - please reach out to us through our *********** here: ********************************************************* and we can help get that filed for you. 
  
  Thank you, 
  Leea, ****************

• Initial Complaint

  Date:01/27/2023

  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.

  Having a order from Skytech gaming
  route order number ************************ Wait for like 2 weeks, the tracking still shows been pick up On Chicago IL
  ********************************************************************************************************** And route agent ask me wait for 7 days
  Then wait for 7 day, they ask me file Police report????
  I file with the officer from PLANO on the phone.
  Then i give the police report to the agent
  And I never got any update since then
  It is the most frustrating experience.

  Business Response

  Date: 02/14/2023

  Hi *****, 

  Thank you for sending in your feedback! I am so sorry to hear of any delays or misunderstandings during the claims filing process. We certainly want to assist in the best possible ways to leave you with a great experience. 

  After review, I see our team was able to complete the Police Report Request and send over your refund for this order. I am so glad to see this, and happy our team was able to assist with a resolution for you. 

  If you run into any other questions or concerns surrounding your experiences or your refund, please feel free to reach out to our team here: ****************************************, or through your filed claim. We would be glad to help! 

  All the best, 

  Leea, Customer Service