Contact Route Support

USELESS and worthless to the consumer as a tracking app, but very worthwhile for an app developer to collect all your data and sell it. Starting from user age 4 and up! I recently ordered something that required I use Route to insure a package ($1.15 added to order price-what a deal right?). I then got a few emails from Route about my order having shipped but was PROVIDED NO TRACKING NUMBER. The email said to click on the Route Link or the provided Carrier Link to see tracking number. Guess what? The carrier link wouldn’t work. You have to use the Route link and download the app which wasn’t something I wanted to do because it wanted to link up to my email etc etc. That’s when I got the ‘okay Route is a tracking app for all MY info’, not where my package is. But what really did me in was when I received a broken item and Route emailed and ASKED ME for the carrier and tracking number because “THEY COULDN'T FIND IT”. A TRACKING APP THAT NEEDS ME TO GIVE THEM THE CARRIER AND TRACKING NUMBER. So after hunting down the number I gave it to them and they declined the claim as “out of timeframe”. No explanation of what the timeframe is/was but eventually I found the answer after clicking and clicking and clicking around their site. Even the vendor was baffled by Route’s customer service so hopefully they go back to using Shop which in my experience has been near flawless in tracking.

UPDATE: Route apparently read a growing list of negative reviews and magically responded, offering to settle my claim. Too little, too late. I just hope other ppl or small businesses don’t find themselves entangled with trying get Route to honor a claim. It’s awful. It all started with the Route app being completely clueless as to the whereabouts of my shipment and went downhill from there. Hello, hello, is anyone there? Crickets. So maybe I’m talking to an AI app or maybe there is a human sending me emails? What I do know is I received ZERO help. The upshot is Route “insurance” is bogus. Rather than honor my claim… “Please know I’m here to help with this issue…because your package was marked as delivered by the shipping carrier and you did not receive it, we must consider the package to be stolen…you must file a police report...and we’ll walk your through” Spare me false comforts, please. My shipment was not stolen. The FedEx rep admits the driver mishandled and delivered my shipment to the wrong address. Now it’s lost somewhere in the FedEx system. Regardless, my Route claim is not being honored and there is zero value doing business with an incompetent, bogus package insurer. I know many systems are straining right now. I get it. But just be honest: if you provide a service at least try to resolve a problem rather than hang your customers out to dry.

Purchased a product that recommended this app and service through a partnership. Route spammed me with multiple emails after the purchase (at least 5, probably more) pushing their app and service. I finally downloaded the app but it required signing up for yet another service, then wanted credentials to watch my email for tracking information. Look, regardless of whether my data is anonymized the fact of the matter is that I'm not paying Route, so they're harvesting information from me, and frankly that's creepy. I don't understand why I would give away all this information to track a package when all the major carriers already make it so simple to track packages. I encourage you to seriously consider what you're giving away in order to gain minimal benefit from "free" services like this who monetize information. I'm not a paranoid person and don't have any fear of being surveilled, but I do believe that breaking the direct link between payment and service is ultimately consumer hostile. You do pay for "free" services like this, but in an indirect way that prevents you from knowing the true value of your data and prevents you from having any agency over the use or value of that data.