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Route Reviews 2,040

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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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1-star

Replied to 83% of negative reviews

Typically replies within 24 hours

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Rated 5 out of 5 stars

Great Service

I was taken care of almost immediately and it was very kind. I filed a claim and within maybe 10 minutes I already had a response. The person who helped me was very kind and informative. Very good experience.

8 January 2026
Unprompted review
Rated 5 out of 5 stars

Quick and Easy

Didn't even know they offered this service, contacted them regarding something I ordered that hadn't arrived and got a full refund that day - will definitely use again in the future - thank you

7 January 2026
Unprompted review
Rated 1 out of 5 stars

Package marked delivered

Package marked delivered. Package is nowhere to be found, no customer service number and website will only tell me “delivered”. Will not let me prompt a claim. So I’m out 305$ for a scooter that my son never received and route makes it impossible to get a human on the one to address the issue.

4 January 2026
Unprompted review
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Reply from Route

Hi there, 

Thank you for your feedback. We sincerely apologize for any inconvenience you may have had in filing a claim with our support team!

We’d be happy to help you get this sorted. You can reach our team directly using the blue chat feature at this link: How to file a claim https://shoppers.help.route.com/hc/en-us/articles/6027109569943-How-to-file-a-claim

Once you submit your claim with your order and tracking details, a member of our team will assist you right away!

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

Best,

Rated 5 out of 5 stars

Route is the best

Route is the best! After a long while frustrating my package stuck in the same place for over a month. The shipping and seller are shifting the burden and refusing to take responsibility for their actions. Give me nothing but say sorry and asked me to wait. I contact Route and got quick respond straight solution and timing. And yes, got my refund back exact time Route set the time. Well done!

28 December 2025
Unprompted review

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