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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

How this company uses Trustpilot

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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 4 out of 5 stars

Route did indeed get me a refund, but...

Route did indeed get me a refund for an insured package that never arrived, but I was required to take pictures of my driver's license in my face to prove my identity...even though I had already used two-factor authentication to log into make the claim. Do I recommend Route for the outcome of their services, yes. Do I recommend them for privacy concerns, no. I do not.

March 23, 2026
Unprompted review
Rated 5 out of 5 stars

Quality Insurer

Very prompt and professional at handling mail mishaps. Thorough in understanding the reason for a claim and fair and quick to resolve the situation. I would recommend all shippers of consumer goods use the company.

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

Damaged package at delivery!

I had an issue with the shipment and they were quick with my Route protection that I purchased on the side to help! They were quick and responding and will definitely be using Route every time I purchase something!

March 19, 2026
Unprompted review
Rated 5 out of 5 stars

DVP issue


As I said on Route, my order was completed before I even knew that it was received. I am very impressed result.. issue resolved.

March 17, 2026
Unprompted review
Rated 5 out of 5 stars

I ordered an amplifier fromfrom these…

I ordered an amplifier fromfrom these guys but unfortunately it never made it to me (ups) but these guys went above and beyond to make it right and actually sent me another one.i thought I was gonna have to take a loss I mean really. Today's world you don't think people will make things right but you guys made it right and I'm very thankful.i highly recommend them thank you

March 16, 2026
Unprompted review
Rated 5 out of 5 stars

My Body by Tracy didn’t arrive

My Body by Tracy didn’t arrive , I waited 3 months. They helped me get a refund on my clothing quickly, only took one day for them to refund me. I’m always going to buy extra protection from now on. Thank you , the service was fast and convenient.

March 14, 2026
Unprompted review
Rated 5 out of 5 stars

Order resolution!

My order said it had gotten delivered, but it had never shown up, but they got to me in less than 30 minutes and got it taken care of with no hesitation! I have ordered from this place so many times, and this is my first real issue with them. I will continue to shop here for my needs!

March 14, 2026
Unprompted review

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