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Business Profile

Ecommerce

Route App, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints 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 Complaints Summary

    • 109 total complaints in the last 3 years.
    • 42 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/05/2023

      Type:Delivery Issues
      Status:
      Answered
      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 an electric unicycle online as a Christmas gift and paid an extra $53 for Route shipping insurance which has been USELESS. At first everything was great, the package would be arriving here just a few days after Christmas and I was very excited. That excitement turned to disappointment when the package never showed up despite being marked as delivered. I went to retrieve it within 10 minutes of the tracking being marked as delivered, but the package was nowhere to be found. I then immediately filed a claim with Route to let them know of this and while I expected a delay because of the holidays, I haven't heard a single this from Route. Not one peep. There's also no number to call or email to contact, all I can do is file yet another claim to ask what the status is on my original claim. This has been the worst customer service experience I've ever had.All I want is my money back so that I can re-purchase this from Amazon where I can have it shipped to a secure locker. Please just refund me so I can move on with my life, this has become such a headache!

      Business Response

      Date: 01/06/2023

      Hi *******! 

      Thank you so much for reaching out to us. I am so glad to help you with this, and offer my apologies for any delays or issues you have experienced while filing a claim with Route. 

      After review, I see that your original claim was filed with the email address: ***********************************. Our team did send you an email to this address after it entered Route's timeframe policies (which can be found here: ***********************************************************************************************************************************) asking you to confirm whether or not your order had arrived. Since it was sent to this Apple ID email, that could be why you have not seen an email from us! Sometimes our emails can also travel to the spam folders, so it is always good to check there too.

      However, I have added the email address provided with this BBB review into your filed claim, and escalated that to our team to send another email your way. I hope this email reaches you better this time around! Otherwise, you are more than welcome to reach out to us via our Help Center: *********************************************************, at any time and our team will be glad to help. 

      We look forward to assisting you soon, 

      Leea, Customer Service

       

      Customer Answer

      Date: 01/10/2023

       
      Complaint: 18689091

      I am rejecting this response because: I still have not received any emails from Route whether it be at my email address used here or the Apple private email address that I used for my order. It honestly seems like this is being ignored as no emails have been received despite the fact I have no issues receiving emails from other online stores... only Route.

      To confirm, no I have not received my order. Please just give me money back, this has gone on long enough and I have been more than patient throughout this whole ordeal.

      Sincerely,

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

      Business Response

      Date: 01/11/2023

      Hi *******, 

      Thank you for your response. Our apologies for the emails not reaching you - as we had both emails inputted in your claim when our agents tried to reach you a second time. Additionally, under Route's policies there is a required 5-day wait for orders marked as delivered and not received, which is what caused the initial delay in response to your claim. However, due to confirming that your order had still not arrived via this BBB response, I processed your refund for you!

      I did send over a confirmation email for that refund via your filed claim, but if you are not seeing that email: you should expect your refund to your original form of payment within 3-5 business days. We refund you the exact price you paid minus the cost of Route Shipping Protection. 

      Please feel free to reach out to us at any point in time with additional questions or concerns via our Help Center: ********************************************** or via your claim. We will be glad to assist! 

      Have a wonderful day, 

      Leea, Customer Service

    • Initial Complaint

      Date:12/13/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Placed an order with arete and tracking said delivered when it in fact was not. I've been in contact with route for weeks trying to get my refund via PayPal. They asked me to provide a notarized statement which I paid for with my own money and havent heard from them since. They've been ignoring me and I'm begging to get really impatient. This is ridiculous that I pay for route protection and they refuse to help me when I need to utilize said insurance.

      Business Response

      Date: 12/14/2022

      Hi there, 

      We appreciate you sending in your review. We apologize for any inconvenience or delays caused, and I would be glad to clarify further.

      It appears your claim with Arete Hemp is still being reviewed by our team. Our team requested a notarized statement from you, and I see that you have provided that statement for us. We appreciate you sending that in! 

      As a note, Route is experiencing an increase in volume of claims during this holiday season and our Support Team is doing all they can to ensure a swift response time. A member of our team will be reaching out to you as soon as possible regarding your refund and notarized form.  

      Thank you for your continued patience, and please know you can reach out through your filed claim or our ******************* https://route.com/help-center at any time with remaining questions or concerns. 

      Best, 
      Leea, ****************

    • Initial Complaint

      Date:12/06/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      made a purchase on 11-20-22 using route shipping insurance, showed delivered on *****-22. i live in a rural area and there is a central drop area for packages and it isn't uncommon for them to go missing and that was the reason for using route. I made a claim on ***** when I couldn't find the package it is now 12-06-22 and I have not received any communication on my refund or replacement of my items. I have purchased several high value packages using route insurance and would've thought for the money I have spent this process would've been complete by now.

      Business Response

      Date: 12/07/2022

      Hi ******,

      Thank you for reaching out to Route and sending in your feedback! I am so sorry to hear about any package troubles, as well as any issues with getting in touch with our team.

      After review, it appears that the email address *********************************** is connected to your filed claim. Our agent **************;did send over an email regarding the next steps to this email address.

      I additionally see that ********************* is the email that you may prefer us to contact you at. I have notified our team to send you another message to this email address instead to assist with the next steps in your claim.

      You should be hearing from a member of our team soon, and we look forward to assisting you in the resolution of your filed claim. Please know if you have any remaining questions or concerns you can always reach us via our online Help Center: https://route.com/help-center, and we are here to help!

      Take care, 

      Leea, Customer Service

      Customer Answer

      Date: 12/08/2022

       
      Complaint: 18531614

      I am rejecting this response because:
      That email is forwarded to another email I have and no one has made any attempt to contact me at all.
      Sincerely,

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

      Business Response

      Date: 12/13/2022

      Hi there, 

      We appreciate you escalating this! We are so sorry for the delays in any correspondence with our team. 

      Due to the holiday season, we are seeing a significant increase in order issues. I have pushed your order issue to our team once more to ensure we get your claim taken care of as soon as possible! Thank you for your continued patience, and we will get you taken care of. 

      Best, 

      Leea, Customer Service

      Customer Answer

      Date: 12/13/2022

       
      Complaint: 18531614

      I am rejecting this response because:

      I have been waiting since November 25 I will gladly change my review once my issues have been resolved. I think 3 weeks is long enough to reply to a message.

      Sincerely,

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

      Business Response

      Date: 12/14/2022

      Hi ******, 

      Thanks for your additional response. Once more, we sincerely apologize for the delayed response within your claim, and appreciate your continued patience during this holiday season. 

      It appears our agents sent over your PayPal refund as of this morning, which is great news! They have sent over the PayPal refund to the email address: ********************* in the amount of $265.90 USD. You should see that refund within your PayPal account almost immediately, but if not, it usually will arrive within the next business day. 

      If you run into any issues regarding that refund, you are more than welcome to reach out to our team through your filed claim or through our *********** link: https://route.com/help-center and we are happy to assist. 

      Thank you again, and have a wonderful holiday season, 

      Leea, Customer Service 

      Customer Answer

      Date: 12/14/2022

       
      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:11/28/2022

      Type:Product Issues
      Status:
      Answered
      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 for a **** 2022 truck in October, paying an additional amount for "protection" from "Route". I received an email that my package had been delivered and went immediately to my door. There was no package and no video of any delivery on my Ring app. I went ahead and ordered another **** Truck paying an additional approximately $20.00 for better shipping. I did receive that truck.When I requested a refund as I already had a truck, I was told by Route that they could only send another truck. I explained that I already had a truck and wanted a refund. After several back and forth messages, I finally agreed to have Route send me another truck. Once again, I received a message that the truck was delivered but it never was. There was no record of delivery on my Ring app and there were people home at the exact time of the supposed delivery and there were no packages.Route is useless. All I want is a refund, and, if not, another truck. This has been going on for almost 2 months with no resolution.

      Business Response

      Date: 11/28/2022

      Hi ****,

      Thank you for sending in your feedback on your experience! I am so sorry to hear about the delivery issues with your **** Toy Truck order. 

      As a first note, Route is a package protection and visual tracking company that can step in when an order is lost, stolen, or damaged in transit. Route is neither the merchant or the carrier, and we do not have control over packaging, shipping, or delivering orders. Additionally, it appears that our agents are only able to offer replacement orders for **** Toy Trucks, which is why that refund was not able to be offered at that time. If a refund is desired, it is recommended that you reach out to the merchant directly! 

      We were more than happy to assist with that replacement order, and I do hope this order reaches you in a timely and safe manner. Otherwise, we are here to help with next steps at any point! You can reach out on your email thread of your claim, or through our *********** link here: https://route.com/help-center and a member of our team will be there! 

      Thank you, and take care, 
      Leea, ****************

    • Initial Complaint

      Date:11/10/2022

      Type:Product Issues
      Status:
      Answered
      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.
      Woman promoted hair giveaway rules included buying something off her website. There was supposed to be a set schedule for everything but its not getting followed. Many customers are complaining about not receiving what they pay for and nothing is being done about it.

      Business Response

      Date: 11/11/2022

      Hi *****, 

      We are so sorry to hear about your recent experience with this purchase. 

      Route is a package protection and visual tracking company that assists with in-transit lost, stolen, or damaged orders that have Route Protection purchased on them. This review looks to be a concern with a business or individual and their product.

      If Route Protection had been purchased with the purchase of this product, and it has not been shipped from the merchant themselves, it would be up to the merchant/individual to assist further as the product has not been in-transit to fall under Route policies. 

      Please see Route's Help Center here: https://route.com/help-center for any further questions. You can also use this link to reach out to our Support team, who can help with any questions and point you in the correct direction if needed. 

      Take care, 
      Leea, Customer Service

    • Initial Complaint

      Date:08/23/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      Placed an order with elementvape.com on 8/1/2022.Route insured the package and is responsible for delivery.After several weeks i reached out to route and they asked me to wait 7 days. It has been 11 days since the last update, and they just keep asking me to wait longer, even though tracking information is not, and has not changed in 11 days.Order #: *********** $102.23 is the amount i paid, i would just like my money back.

      Business Response

      Date: 08/26/2022

      Hi ****, 

      Thank you for taking the time to send in your feedback. I am so sorry to hear about your order, on top of any misunderstandings or delays from our end.

      After review, I see that our team has sent over your refund as of Wednesday, 8/24! I am thrilled that our representatives were able to proceed with your desired resolution, and get your funds back to you for this order.

      Should you like to give further feedback, or have any other questions, feel free to reach out to our team at: https://help.route.com/hc/en-us, or on your original Order Issue email thread, and well be happy to help! 

      Best, Leea, Customer Service

      Customer Answer

      Date: 08/29/2022

       
      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:07/27/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 had a parcel out for delivery July 13th 2022, It was scanned "refused" yet never came to the addressed address. Then went back into "Out for Delivery" status on July 14th 2022. I wanted a few weeks and filed a inquiry as to where is my package. No Response from Route, I waited a few more days Filed a 2nd inquiry on where is my package, The 3rd inquiry I asked for a refund. Which they denied stating it was "OUTSIDE THE CLAIM WINDOW". Either they refund me the almost $300 or the deliver the dang package. They insured the delivery and I expect one or the other happening within a day or two.

      Business Response

      Date: 07/29/2022

      Hi *****, 

      Thank you for taking the time to provide your feedback! I am so sorry to hear about any delays and your affected order, and I would love to help provide some clarification in this instance. 

      After review, it looks like your order had been stuck in transit, but had not yet hit our 7 day wait timeframe for domestic lost in transit issues. We apologize for any inconvenience this may have caused. Additionally, Route is neither the merchant or the carrier in this instance, and we are not responsible for packing, shipping, or delivering your order. 

      Once your order entered our lost in transit policy, our representative reached out to you via email on Monday, July 25th with details on how we can get that refund to you as soon as possible. It looks like that email was sent to ***********************************. However, I do see this BBB review is connected to a different email address, so I will be sure to communicate that the email needs to be sent over to that address as well in the case the one I added in above is not correct. It may also be worth checking your spam or junk folders as our emails can sometimes filter there depending on personal email settings. 

      Feel free to respond to that email or thread at any point, or you can reach out to our team here: https://help.route.com/hc/en-us and we will be there to help you get this refund to you as soon as possible. 

      Thanks, 
      Leea, Customer Service 

      Customer Answer

      Date: 08/01/2022



      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. As I received my refund on 7/31/22



      Sincerely,



      ***** ******

    • Initial Complaint

      Date:07/25/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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 have filed a claim and was not given a resolution to my claim. There were 2 claims filed and was only given a resolution on one claim. When I had asked the agent for assistance and tried to explain my expectations, while curteous did not help me with my claim and stopped responding to my email. I would like my refund for my claim that was promised but not paid

      Business Response

      Date: 07/29/2022

      Hi *****,

      Thank you for taking the time to share this experience with us. I am so sorry to hear about these order issues but we appreciate your feedback, and take your concerns seriously.

      After review, it looks like our team has identified behavior in previous claims that are a breach of Route’s conditions for terms of service. There is one order issue that our team is still able to assist with, and you should be hearing back from a member of our team shortly. However, we will be refunding you the money spent on package protection and will be denying subsequent order issues filed moving forward.

      If you have any remaining questions or concerns, you are welcome to reach our team via email using this link: https://route.com/help-center.

      Take care,

      Leea, Customer Service

      Customer Answer

      Date: 08/01/2022



      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,

      **** *

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

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