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
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Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
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
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
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
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
1441 W Innovation Way Unit 150, 84043, Lehi, United States
- merchantsupport@route.com
- route.com
4.7
Excellent
2K reviews
Replied to 79% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Melliza was fast and responsive I was…
Melliza was fast and responsive I was able to get a replacement shipped in 3 days and when that arrived again damaged by fedex I promptly got a refund.
March 6, 2026
Unprompted review
I have very bad anxiety and I need my package
I have very bad anxiety and I need my orders when I order and I don’t know what happened but my package was damaged during transit causing me to receive a empty package and threatening note but luckily route protection did exactly what they said they do and they addressed and rectified the situation and that’s what you call handling business
March 8, 2026
Unprompted review
Great Customer Service
Great service protection and information about shipping.
March 5, 2026
Unprompted review
Great experience
I had a lost package and both Leah & Tanner were extremely courteous, expedient and helpful! Great experience overall!
March 4, 2026
Unprompted review
They handled my refund immediately
They handled my refund immediately. Great service.
March 5, 2026
Unprompted review
Great fast reliable service…
March 4, 2026
Unprompted review
I was helped by Madeline and she was so…
I was helped by Madeline and she was so helpful and kind! I am in the UK and couldn’t get my mobile number to work to verify me, and I submitted a ticket and this lady helped me all through email with getting all the information from me this way, she was so so so helpful I am so grateful!
Thanks :)
March 4, 2026
Unprompted review
This company is a fraud and a scam
This company is a fraud and a scam. I filed a claim for order number 3848644, but I never received my order. When I reached out to them, they told me to get lost, so I contacted my card issuer.
I never wanted to make a claim for order number 3895390, but my card issuer advised me to do so. They told me I needed to provide proof that the merchandise was not received by the business. I requested proof from the company, they provided me with a document confirming that both order numbers wias never received forward it to them.Then, they disappeared without a trace and went into the wilderness with my money.Again
February 27, 2026
Unprompted review
Reply from Route
Hi Paul,
Thank you for your feedback! We’re sorry to hear about your experience and understand that this situation has been frustrating.
Route reviews all claims in accordance with our published coverage policies. Our role is limited to evaluating claims based on those guidelines and the information available to us. When a chargeback is initiated with a card issuer, it may also impact our ability to continue reviewing a claim until that process is completed.
You can review our full Package Protection Policies here:
https://shoppers.help.route.com/hc/en-us/articles/6017831679511-Route-Shipping-Protection-Policies
Again, we apologize for any frustration! We would be happy to help you further, and provide any additional needed information. You can reach our team here (https://shoppers.help.route.com/hc/en-us).
Best,
I very much like the lady that I dealt…
I very much like the lady that I dealt with face-to-face. But the process to get to that point was difficult as I am not a young one and used to all the Rigma role I had to go through. Despite it all and what the help of my son-in-law I got through it.
March 2, 2026
Unprompted review
Reply from Route
Hi Judy,
Thank you for your feedback. We sincerely apologize for any inconvenience you may have had in filing a claim with our support team.
If you believe that there has been an error in the handling of your claim, we'd be glad to assist with any additional questions or concerns. You can reach out to our support team here (https://shoppers.help.route.com/hc/en-us). You can review Route Package 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,
I’m happy I used this company
I’m happy I used this company, because they handled my claim professionally and it was a smooth process. Thank you!!
March 2, 2026
Unprompted review
It was a breeze to submit
It was a breeze to submit. I thought I was going to have wait to hear a resolution, but I got an email in about 10 minutes saying my refund was approved.
March 1, 2026
Unprompted review
Worry free
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. I've also worked for UPS, so I know. During this time Ive only had to use Route's protection 2 times. Both times the representatives have been more than helpful, caring, but resolved the issue that day. Best customer service I've come across. It makes shopping online alot easier and worry free...and I like to be worry free. Route is worth every single penny. Thanks for being such a respectable and dependable company.
March 1, 2026
Unprompted review
Amazing customer service
Amazing customer service! They helped me the whole way through my order return and they were so kind and understanding to my situation!
I am Very satisfied with their service!!
March 1, 2026
Unprompted review
The process was smoothe up until it was…
The process was smoothe up until it was time to get my 1300 refund for a package ups lost and still hasn't made right. After I did the notary, route said they would send the refund after I sent them the email associated with my PayPal, and I did and nothing, then the next day nothing, even though I sent multiple emails starting at 6 am. They completely ghosted me . Seems like a scam to me, they probably took my money.
February 27, 2026
Unprompted review
Reply from Route
Hi there,
Thank you for your feedback. We sincerely apologize for any inconvenience you may have had reaching our support team!
We reviewed your claim, and it looks like the refund was issued earlier today. We apologize for any delay in communication during the process, and we appreciate your patience while everything was being finalized!
If you believe that there has been an error in the handling of your claim, we'd be glad to assist with any additional questions or concerns. You can reach out to our support team here (https://shoppers.help.route.com/hc/en-us). You can review Route Package Protection Policies here (https://shoppers.help.route.com/hc/en-us/articles/6017831679511-Route-Shipping-Protection-Policies).
We appreciate you giving us the opportunity to assist! We'll do our best to address any other questions or concerns you have.
Best,
Fast, friendly and quick customer service.
February 25, 2026
Unprompted review
this is a garbage service
the text links open in a browser not the app.. of course it begs me to fricking login :ANGRY" "get help fast with shipping problems" and "you need to wait 5 more days to open a claim" are not the same thing. there is NOTHING fast, THIS IS A TERRIBLE SERVICE. its a waste of time, not useful. the app cant find the orders. displays incorrect info... i dont think anything went right
February 26, 2026
Unprompted review
Reply from Route
Hi there,
Thank you for your feedback! We sincerely apologize for any inconvenience you may have experienced using the app and filing a claim.
If you believe that there has been an error in the handling of your claim, we'd be glad to assist with any additional questions or concerns. You can reach out to our support team here (https://shoppers.help.route.com/hc/en-us). You can review Route Package 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,
Quick and easy
Quick and easy. My package was stuck in a loop for days, came smashed and some items inside were broken. I was refunded in less than an hour.
February 25, 2026
Unprompted review
Very fast response and a favorable…
Very fast response and a favorable outcome. Thank you!
February 24, 2026
Unprompted review
Jessica from Route was great!
Jessica from Route was great and very prompt. With the help of Madeline and Jessica I felt confident that I would get my refund for my damaged product. And I did! Very quickly and streamlined. Thanks so much!
February 21, 2026
Unprompted review
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