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Route Reviews 2,039

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TrustScore 4.5 out of 5

4.7

Shipping Service
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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

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Replied to 79% of negative reviews

Typically replies within 24 hours

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Rated 5 out of 5 stars

This company is a reputable company

This company is a reputable company, I have grown 2 inches of hair in 4 months. I was very skeptical and of course we all think it should work overnight, no product will work in weeks like some people say, give it time, I am 52 and on diabetic shots weekly my hair has fallen out and was the shortest it has ever been. I cried because my hair was long and beautiful even though I fussed because I thought I had too much. On the 4th shipment it stated it was shipped on Feb. 6th, it got lost in the mail by usps and I started crying worrying that my hair would go back to the way it was. I emailed the company to see if they could find it, because I was getting no where with usps. I got an email quickly stating that they would replace the lost items for free. I love my results and the company for resending my nutrafol when all I asked for was for them to look on their end to see where ot was! Great company and great product!

February 20, 2026
Unprompted review
Rated 5 out of 5 stars

Route resolved my problem within a day

Route resolved my problem within a day. Mind you, after months of struggle with APG. I am so glad I bought this Route protection while ordering my stuff from the US. The package was abandoned and without Route money would have been simply lost.

February 18, 2026
Unprompted review
Rated 5 out of 5 stars

Route is AWESOME!

Route package protection is inexpensive but they offer high quality service. Fast response to problematic deliveries and satisfactory outcome. I wish more retailers offered their outstanding services. I’m more than thrilled with my interactions with them.

February 19, 2026
Unprompted review
Rated 1 out of 5 stars

This app is pretty dangerous

This app is pretty dangerous, It has gained access to my gmail

February 1, 2026
Unprompted review
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Reply from Route

Hi there, 

Thank you for your feedback. We sincerely apologize for any confusion and frustrations caused.

When you download our mobile app, you are prompted to give Route app "read-only" access. This allows for all orders to be tracked seamlessly within our mobile app. We understand that this might not have been made clear when you downloaded our mobile app, and if you'd like to address this directly with our support team, you can reach out to us here: (https://shoppers.help.route.com/hc/en-us). You can review Route Shipping Protection Policies here (https://shoppers.help.route.com/hc/en-us/articles/6017831679511-Route-Shipping-Protection-Policies).

We'll do our best to address any other questions or concerns you have.

Best,

Rated 5 out of 5 stars

Totally worth it!

I always opt to use Route when placing my orders, and for the first time, I actually had to file a claim for a missing package. It made the coverage completely worth it! The team was quick, efficient, and made the entire process smooth and stress-free.

February 13, 2026
Unprompted review
Rated 5 out of 5 stars

Fantastic customer service

Fantastic customer service!
My issue was resolved so quickly,
Finally a company that has a good understanding of what customer service should be!
My advisor was knowledgeable, helpful, friendly a great communicator and my issue was resolved in a matter of hours with email communication throughout updating me.

February 12, 2026
Unprompted review

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