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
Customer Review Ratings
1.85/5 stars
Average of 54 Customer Reviews
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Review fromMarques S
Date: 07/13/2025
1 starMarques S
Date: 07/13/2025
Route customer service is a rip off and joke!!!So I made an online order from The **************. on June 17th, 2025 order number ****** and also purchased the ROUTE PROTECTION PLAN AS WELL and I was scheduled to receive my order on June 23rd,2025. Upon waiting and tracking my package,I noticed my package was marked as delivered on the June 23rd,upon checking for my package,I didn't see it. I checked with neighbors to see if anyone received it for me,and the answer was no. So I waited a couple of days to see if the package would show due to packages marked as delivered prematurely. Still no package arrived. So I waited and filed a claim for lost/stolen package with ROUTE order/claim number RT3T0IB53I2F7DBUO2DLJG. I received an automated email saying I would hear back within 2-3 business days,didn't hear anything. So I waited and waited still not hearing anything from them,I checked for updates and nothing had changed. So on July 11th 2025 upon checking,I see the claim had been closed and I wasn't issued a refund as I requested. It's no way to get in contact with a HUMAN *** on their side,I've had past bad experiences with this ***************** protection services.Route App, Inc.
Date: 07/15/2025
Dear *******, We are sorry to hear that your order did not arrive safely. Upon review of the claim for your order we see that you filed on June 1st and a member of our staff replied on June 2nd; if you have not seen our replies to your claim and the email you sent on July 7th (our staff replied the same day) we kindly request that you check your spam and/or junk folders for our ********** this time we have identified behavior in previous claims that are a breach of Routes conditions for terms of service. We will be refunding the money spent on package protection and will be denying this claim as well as any subsequent claims. In order to get started on this we ask that you please provide the email address associated with your ****** account, which you can provide by replying to the emails sent from our team.Thank you for your cooperation. Best, Route Customer Experience TeamReview fromCandy R
Date: 04/11/2025
1 starCandy R
Date: 04/11/2025
If I could leave 0 stars I would. I purchased a pair of dancer shoes for a photoshoot. *** delivered the package to the wrong apartment. I searched for the package per route instructions. The customer service representative said I could file a claim after 9 days. So I waited the 9 days and then proceeded with the refund. Long story short they lied about sending my refund through zelle instead they used venmo. I reached back out to them and they said they can not reverse the refund once it's been sent. So now I'm out of $120.Route App, Inc.
Date: 05/07/2025
Dear *******, We are sorry to hear that you didn't have the smooth and satisfactory experience we strive to provide! We are happy to investigate the issue and do all we can to resolve your issue. Upon reviewing your claim I do see that you selected a Venmo refund during filing and provided your phone number for the account, which is why you received a Venmo refund. Our system does not offer Zelle refunds as an option in any way, and we apologize for any confusion here! What we can do to help from here is this: we can provide the Transaction ID for the Venmo refund that was triggered, and if you contact Venmo you should be able to reverse the transaction using your phone number and the transaction ID. Once the refund provided is reversed, we can work on an alternate refund method, such as a ****** refund or Pleaser Shoes gift card. We'd love to work with you to get this taken care of, you can respond to this review or to the email thread connected to your claim. Just mention your BBB review ID ******** and say the manager told you to get in touch.We look forward to helping however we can! Wishing you a great week in the meantime, Route Customer Experience TeamReview fromMonica R
Date: 04/10/2025
1 starMonica R
Date: 04/10/2025
my replacement order with the route coverage that I PAID FOR has yet to ship. It now has been going on to 11 days since I requested my replacement. It was approved, but the order is just sitting there. It is not fair because I paid for the extra coverage in case my order was damaged. It processed fast but like I mentioned, my replacement order has yet to even ship nor be prepared. There is no option to get a hold of the company for help in getting my replacement shipped.Route App, Inc.
Date: 05/07/2025
Dear ******, We are so sorry to hear that your new order had not shipped as of this message, but I do see that as of April 28th your replacement had arrived. Sadly I do see that it also arrived damaged but our team was able to work with Impressions Vanity to get you a refund for the damaged item.We appreciate you understanding that Route is a third party package protection partner that does not affect warehouse operations, fulfillment, or shipment of packages. We're on standby to help when things go wrong. Thank you for your patience and understanding as our team worked with the retailer to process your refund! If you have further questions or concerns regarding your claim or refund please reply to the email thread for your claims. Wishing you a wonderful week, Route Customer Experience TeamReview fromSamuel G
Date: 02/19/2025
5 starsSamuel G
Date: 02/19/2025
Route has helped me with all my issues. I live in a neighborhood where people lurk and steal and ive had 0 issues making a claim. They have helped me out 100%. Not sure why all the negative feedback here but theyve been great.Route App, Inc.
Date: 03/04/2025
Hi there, ******!We really appreciate your kind words and we're glad we could refund you for your stolen order! We'll be here to help in the future if you need us.Review fromLeah T
Date: 12/30/2024
1 starLeah T
Date: 12/30/2024
This is the worst company ever. First, they are dishonest. Second, they are not accredited by the BBB. Lastly, they have absolutely no customer service. Avoid them at all costs! Do not agree to use their service to track a package, and do not provide them with any additional information.I encountered them through a package purchased from Juicy Couture. Neither Route nor Juicy Couture is helping me resolve the issue of a lost package, including issuing a refund.This company is a complete fraudspread the word and warn others!Route App, Inc.
Date: 03/04/2025
Dear ****, We are so sorry to hear you had a negative experience! It's certainly not in line with the service we strive to provide, even during the busy holidays.I'm glad you were able to get your refund from Juicy Couture! On our end, I was unable to find a claim connected to this email address, but I did see a claim for "****" that was filed too early, and our agent explained that the order for that claim would come into coverage February 11th. If that's not your claim, please reach out so I can investigate this issue more accurately and improve future interactions for you and other valuable users of Route Shipping Protection.We'd love to know what could have improved this experience, and encourage you to reach us at ********************************** for any additional support ***********, Jessie **Review fromAbbey B
Date: 12/12/2024
1 starAbbey B
Date: 12/12/2024
Route app is ridiculous and any company who uses it is also ridiculous! Every day the package is late (for weeks now), it says its too early to file a claim. It updates it daily to the package should be arriving tomorrow & then when tomorrow comes, it updates it AGAIN so you can NEVER file a claim!Route App, Inc.
Date: 03/04/2025
Dear ****** We're so sorry you had issues filing your claim or reaching our team! We're happy to let you know we have made improvements to the claim filing flow that allow users to provide additional information and move forward with submitting their issue in cases like yours where the tracking updates continually with no ************ can also always reach our team through the chat bubble on articles at *******************************, or by emailing *************************************** love to investigate this issue further and ensure you are taken care of; if you still need help with that order please email ********************************** and mention this BBB review. We're on standby to help! We look forward to the opportunity to provide any needed support for this issue. Best, Route CX TeamReview fromTracy F
Date: 12/05/2024
1 starTracy F
Date: 12/05/2024
Absolutely useless. I don't remember adding to my order. My order is weeks late and this blocks any real communication as to where it is, expected delivery date or tracking number. My order is caught in an endless loop of nothingnessRoute App, Inc.
Date: 03/04/2025
Dear *****, We're so sorry to hear that you had this experience when trying to file an issue, and that your order was running so much later than expected, that can be so frustrating right before the holidays!Regarding your tracking details, it's important to note that Route is not a shipping carrier or fulfillment center, and our app provides a convenient place to view orders from multiple carriers in one place by relaying the updates provided by individual carrier tracking numbers. While Route doesn't affect shipment or tracking updates directly, we do help with lost orders covered by Route Shipping Protection! We're so sorry this reply is coming after the busy holiday season, but encourage you to reach out to ********************************** and mention this BBB review. We'd love the opportunity to investigate your order issue and care for you however we can. Best regards,Route CX TeamReview fromKira S
Date: 11/27/2024
1 starKira S
Date: 11/27/2024
0 stars if I could. ordered an expensive piece of equipment and the package arrived busted up with a HOLE in the side and a major piece missing. we weren't able to install it right away and didn't open it until now, and bc it's been more than 30 days, route says they can't do anything. I spent like $500 on a piece of junk essentially, because the missing piece is a stabilizer that keeps the whole thing up. all in all, every single package I've received from them has been badly damaged. absolute trash experience, unhelpful customer service, and a ******** business plan in the first place. will not be purchasing anything from them or any retailer who uses them. I basically paid for them to ruin my product.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 package - we are here to ensure that you receive a resolution for any issues that may occur with your order in-transit.Were disappointed to hear about your experience, and we want to make things right. A member of our team will reach out to you directly to find a *************,Skylar, Route SupportReview fromSusan S
Date: 11/11/2024
1 starSusan S
Date: 11/11/2024
A part of my purchase was lost in transit. Of course they made up some story to not cover my purchase. Clearly you could see the package i got was taped to another that wasnt there anymore. Even showing in the *** delivery picture. It said 17lb and what i got was 5lb only part of my order. I wont use them again.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. A member of our team will reach out shortly to find the best resolution for your **********,Skylar, Route SupportReview fromNancy N
Date: 11/04/2024
1 starNancy 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
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