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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. Ecommerce 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 1 out of 5 stars

This company is complete trash

This company is complete trash. I tried to file a claim and it forced me to scan my ID, which failed four f'ing times. There is literally no other way to proceed. The AI chatbot is useless and just loops the same bullshit responses. There’s no customer support email, no real help, nothing.

I paid $30 for insurance and it’s absolutely impossible to use. Total scam behavior. I finally went to my bank and did a chargeback because dealing with this shitty company was a waste of time. Don’t bother. Save your money and your sanity.

3 February 2026
Unprompted review
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Reply from Route

Hi Bruce,

We’re really sorry to hear about your experience, and we understand how frustrating this must have been, especially when you were trying to file a claim. That’s absolutely not the experience we want for our customers, and we apologize for the trouble and confusion.

If there was an issue with ID verification, our team would be happy to review this further and help however possible. You can reach our support team directly through our Help Center chat using the following link, where we can assist you with next steps or answer any remaining questions:

https://shoppers.help.route.com/hc/en-us/articles/24795541661079-How-to-check-the-status-of-a-claim

We truly appreciate you taking the time to share your feedback, and we'd love to assist you further!

Best,

Rated 5 out of 5 stars

20 gold stars

20 gold stars incredibly happy with your service would recommend to everyone flawless I will definitely be using package protection on everything in the future

31 January 2026
Unprompted review
Rated 5 out of 5 stars

5 Stars for great customer service

No one ever anticipates needing to use their insurance but as ever it's a blessing when you need it. This was my fourth order from this business and when it hadn't arrived after two weeks I was concerned. After finally deciding to contact Route, to be honest I was really dreading it, I was met with a simple request format and sent it away. It was amazing how fast they took care of the issue and had a replacement order on it's way within an hour. This was the most pain free uncomplicated claim I've ever made, definitely worth the price and definitely a Five Star rate.

29 January 2026
Unprompted review
Rated 1 out of 5 stars

ROUTE App is a Deceitful and useless JOKE !

The Route app was used by Crosman/Daisy on a purchase I recently made. When you are about to check out,you see the 'ROUTE' is already added to the delivery cost, it's up to YOU to notice it, or hand them $3.00+ for useless service- it says protection(which you already get thru Fed Ex) the tracking was a joke, as it only allows checking status within their app, slow updates, virtually ZERO Info, and no way to connect your tracking #(Fed-Ex) to the actual carrier App. I consider it a SCAM ! It's Awful and totally Un-necessary, just a way for Route to make $. It's Deceptive at the very least...

20 January 2026
Unprompted review
Route logo

Reply from Route

Hi there,

Thank you for taking the time to share your feedback! We’re sorry to hear that your experience with Route didn’t meet your expectations.

Route is a package protection service, separate from the carrier, designed to provide coverage in case a package is lost, stolen, or damaged during transit. Our goal is to give customers peace of mind that the cost of their purchase can be recovered if something goes wrong while the order is in transit.

We understand that the app’s tracking experience may feel different from FedEx’s, and we are continually working to improve the speed, clarity, and usability of our updates.

We truly value your feedback and will use it to improve our service. If you’d like, our support team is happy to review your experience and address any concerns directly. You can reach us through the chat button here: https://shoppers.help.route.com/hc/en-us/articles/6027109569943-How-to-file-a-claim

Again, we apologize for any frustration and appreciate your patience as we work to provide a better experience for all of our customers.

Best,

Rated 5 out of 5 stars

First experience

Got it in case something happened to an expensive item I bought, and had to use them for the first time. The process was easy with setting up the claim and the process for either a replacement or refund. The only thing that was odd was when choosing the only option was to choose a replacement, but they did offer a refund when it was out of stock.

22 January 2026
Unprompted review
Rated 1 out of 5 stars

This company is a scam

This company is a scam. They offer package protection to Woman Within a women's clothing company. I didn't receive one of my packages so I tried to file a claim. The form wouldn't accept my email or order number. There was no other way to file a claim, no customer service number, only an AI chat bot that kept sending me to the form. So they take your money for package protection and when you try to file a claim, you can't. Not worth the extra I paid to protect my package I didn't receive. A scam company.

21 January 2026
Unprompted review
Route logo

Reply from Route

Hi Pamela,

So sorry to hear of that difficulty! We'd love to help you. Please reach our team here https://route.ada.support/chat/, we'll be on standby to help you with that claim

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