Route logo
Visit website

Route Reviews 2,040

•
TrustScore 4.5 out of 5

4.7

Shipping Service
Write a reviewVisit website
Write a review

While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more

To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more

Review summary

Based on reviews, created with AI

Reviewers overwhelmingly had a great experience with this company. Customers frequently praise the staff for their helpfulness, professionalism, and quick responses, making the claims process easy and efficient. Many people appreciate the speed with which their claims are addressed and resolved, often within hours or a couple of days, leading to swift replacements or refunds. Consumers feel confident in the company's ability to handle issues like damaged or lost packages, highlighting the value of their delivery protection. However, some customers also noted issues with the delivery service itself, experiencing delays or packages being delivered to incorrect addresses. A few people also found the claims process challenging, mentioning difficulties with the online system, unresponsive chatbots, or an inability to reach a human representative, leading to frustration and unresolved issues.

What people talk about most

Response time

Users describe positive interactions with response times. Many customers praise the quick and efficient... See more

Service

People report positive experiences with service. Customers frequently praise the quick, efficient, and... See more

Staff

Consumers consistently find staff to be positive, highlighting their helpfulness and efficiency. Reviewers... See more

Claim

Customers consistently note positive experiences with claim processing, highlighting its ease and efficiency.... See more

Delivery service

Customers had ambiguous experiences with delivery services. While many reviewers praised the quick and... See more

Based on these reviews

Rated 5 out of 5 stars

The situation was pretty cut-and-dry. My package was delivered to the wrong address (totally different city). After reaching out to the seller FOUR TIMES over a two week period, I finally filled a c... See more

Rated 5 out of 5 stars

I ordered a product in mid-October that we never received. The company uses Route for tracking shipments. I periodically checked the status but never saw any movement so today I decided to file a clai... See more

Rated 5 out of 5 stars

Since doing online shopping alot more in the last 5+ years, Ive come across Route and enjoy and trust their app. I will always use Route when given the option because anything can happen to a package.... See more

Rated 5 out of 5 stars

Route is the best delivery protection service I have ever had the pleasure of dealing with. I had two consecutive issues of damaged delivery of the same product. Throughout both of these, the repres... See more

Company details

  1. Shipping Service
  2. e-Commerce Service
  3. e-Commerce Solution Provider

Written by the company

Route empowers online brands with a premium post-purchase customer experience. No need to worry about lost, stolen, or damaged packages, because Route has got you covered. Route also delivers proactive shipping and delivery updates for every order, while bringing the entire e-commerce transaction history, visualization map, and carrier resolution options into one convenient place.

Contact info

4.7

Excellent

TrustScore 4.5 out of 5

2K reviews

5-star
4-star
3-star
2-star
1-star

Replied to 83% of negative reviews

Typically replies within 24 hours

How this company uses Trustpilot

See how their reviews and ratings are sourced, scored, and moderated.

Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more
Rated 1 out of 5 stars

Ok look this insurance thing is a big…

Ok look this insurance thing is a big scam.

Why the heck are companies using this service? Oh because they’re lazy and don’t want to deal with the nonsense.

I really hope route and companies like route go out of business.

December 9, 2025
Unprompted review
Rated 1 out of 5 stars

Worst customer experience ever

My package never arrived. Going tough the claims process was hell. It took me 10 days, 9 emails, one facetime, and about a million swear words before my issue was resolved. They do not offer a phone number or email on their main site, their emails are automated so you can't get through to anyone that way, and you literally need to have a battle of wits with an AI in order to get to anyone. So so do frustrating.

December 18, 2025
Unprompted review
Rated 5 out of 5 stars

Fastest refund ever!

Fastest refund ever! Super friendly and understanding toward my situation, plus I got my money back!! Truly so appreciative.

December 18, 2025
Unprompted review
Rated 1 out of 5 stars

This is total waste of money

This is total waste of money. My parcel was sent back directly to where it was picked up according to the tracking map and yet route marked my parcel as delivered. I wish I could upload my route tracking screenshot. No reason stated and didn’t allow refund.

November 29, 2025
Unprompted review
Rated 5 out of 5 stars

Prompt attention…

I'm grateful for the prompt attention and resolution to reordering the lost or stolen order. It pays to insure one's products, especially during the Christmas season.

December 12, 2025
Unprompted review
Rated 5 out of 5 stars

Wish I would have known sooner...

Once I learned about having Route Protection (was not aware at time of order), they made it very easy to get a refund for my order that was never delivered to me. If I had known it would have saved me a month of phone calls that went nowhere. Now that I am aware of Route I will look for it if I purchase online in the future.

December 12, 2025
Unprompted review
Rated 5 out of 5 stars

Quick, Easy, Reliable

The situation was pretty cut-and-dry. My package was delivered to the wrong address (totally different city). After reaching out to the seller FOUR TIMES over a two week period, I finally filled a claim with Route directly. Within a business day my claim had been assigned, addressed, and remedied. They are sending a replacement - all expenses covered!

I couldn't be happier with how quick and easy the whole process was.

December 11, 2025
Unprompted review

The Trustpilot Experience

Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.

Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.

Learn more about other kinds of reviews.

We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.

Learn about Trustpilot’s review process.

Here are 8 tips for writing great reviews.

Verification can help ensure real people are writing the reviews you read on Trustpilot.

Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.

Take a closer look