Route (route.com) has a 4.9 out of 5 rating on OK.one, based on 102 user reviews collected here. It is listed under Business Services and its reputation is excellent. Praise is nearly unanimous, with 97% rating it 4 stars or higher; The business has replied to 67% of negative reviews. Last updated 2026-08-10.
Daisy was extremely fast in reviewing my claim and extremely fast completing my claim. However my purchase of this order was $75 + $2.95 for route insurance and I was paid $72.05 for my claim instead of the full $75. But I'm okay$2.95 less than full price! Route insurance was the easiest insurance claiming process I've ever experienced with phenomenal and quick resolution!!
My package of seedlings from Lettuce Grow arrived in bad condition, which is the first time that has ever happened. I was given a QR code for Route with my package, scanned it, and was asked to upload pictures and write quick description of issue. I sent in the request Friday afternoon, and woke up early Sat am to see replacements were already shipped to me, no questions, no charge.
Great job handling my claim and.was very fast got my.money back immediately
Leah a representative of Route contacted me back after only one day of me reaching out to them on email. I had received my order from value research lab that after being in the July heat for 4 days of transit and sat in the direct sunlight by UPS. Exposed to extreme heat for over 2 hours. All this compounded by the fact the package content is heat sensitive and must never get hot. Value research had shipped this product without any cooling method at all which I was honestly floored. The content was scolding when I open the package rendering it unusable. I reached out to them via email and I receive no response I reached out to UPS and UPS took no ownership or accountability although I did see on value research labs order confirmation email that they had the shipping to be a 2-day by air shipment but it wasn't handled that way by UPS carrier It was 4 days before arrival and then placed in the sun are both responsible in my opinion. But with no communication from value research lab I honestly don't know how I ran upon Route. I am so glad I did I gave it a shot I filed a claim I hope this helps God anyone else who has experienced this or potentially you might be exposed to experience in this there is the help. I sent a super easy claim into Route so easy it walks you straight through all the way to the word submit your claim They required pictures of your package or your purchase but I had immediately opened the package and rushed the content to the refrigerator in a attempt to cool the items in the package. The glass items are some extremely hot that even though I put them in the refrigerator after 2 hours in the sun and 4 hours in transit without any cooling ice or anything I knew this is a far gone idea that this could actually still be saved and used. After the claim was sent in the very next day. Which is today I filed the claim yesterday and this morning before noon I had a response by a representative team person named Leah who informed me that everything would be taken care of she totally understood Why I would not want to use the product and didn't even question why I didn't have pictures or photos of the product I had actually wrote hand wrote a statement and took a picture of it and uploaded it and then I had the opportunity in their claim form to explain what my position was and why I believed I list entitled to have my order replaced or refunded She totally agreed and even had already placed the reorder to be shipped and sent the reorder number provided me all the details with if I'd contact which I did value research labs to ask about the replacement order shipment details. I was so happy and relieved that I didn't have to just take one on the chin for upwards of close to $200 that I had spent on product that was not usable Root really made it right and it was so easy that I didn't even think that I would hear back or if I did it would just be denied and they wouldn't help and boy it wasn't I wrong. It made me feel like The consumer actually really has a place to turn to It's always best practice to reach out to the merchant first but I did no response for days so I'm proactive and I move on further as I would recommend anyone to Route If you have a problem with your order that was shipped and delivered to you I'm no positive if they only deal with peptide research labs I don't know I just know that route helped me fix an order shipped and delivered from value research labs that wasn't received in the manor that I paid for it to be received in. And for that I'm thankful and I'm blessed for Leah at Route. Folks here is a honest first hand experience with Route. Showed me where their focus lies at and that is on the side of the consumer when it's of no fault of their own. They are there for us. As most of us know who are ordering things from research labs that we take enough risks as it is. But what we don't have to risk or shouldn't have to risk isn't losing our money I purchasing product that isn't delivered kept safe prior to delivery to you
The repose didn't feel like a cookie cutter reply to every customers problem. It had personality behind it. Made me feel heard.
Jack made everything super clear and easy unlike the company that sold me the things that didnt come thanks again for helping me with my refund
I assumed when my order didn’t come it was just a loss for me. But they gave me a refund/ gift card for my order. They are wonderful.
My package was delivered to the wrong address and they have been super helpful getting us a replacement.
Route helped to get our issue resolved within 24 hrs. Very friendly and professional.
Melliza D was awesome. Got back to me so quickly
10/10 experience. I will always use route to protect my packages. They made the process painless and they took care of everything. Recommend insuring your packages 100% of the time
Route really helped get me a fast refund. After dealing with the company I had ordered from since July 8th, 2026 to July 18th, 2026 my package sat in transit unaccepted at it's 2nd shipping facility, by the 19th Route got ahold of my case and with Jessica's help in less than 24 hrs my account is pending with my refund. I feel like without Route.com I'd still be in a stalemate with the company I ordered from. Truly appreciated!
I had some equipment delivered to my home. The packaging was damaged and the equipment was scuffed and had abrasions. I contacted Route, submitted some photos and gave them description of the incident on a late Saturday evening. During the a.m. hours of Sunday I received a response from one of their representatives giving me the options I had for refund or partial refund and keeping my equipment. I chose my option and was refunded almost immediately thereafter. The whole process took a matter of probably two and a half hours from the time I submitted my claim on Saturday night at 11:00 p.m.
Spectacular on refunds tracking impeccable and business in general straight to the point and meets a to b with you every time
They handled my claim with total PROFESSIONALISM!! THANK UOU KINDLY!
I had an issue with my package and Route provided excellent service and made things right for me very quickly ! Thank you so much !
Horrible. I can’t even request a problem because my package has been seized by law enforcement and route says it’s in route and so you can talk to anyone. I’m out $2,000 from the company I bought from which is legal and I’m out paying for route. I will never use them again ever! I do not recommend them at all believe me you won’t get any help . You just payed extra for no piece of mind. If route actually fixes my problem I will change my review but if not I won’t.
Hi Kari, Thank you for your feedback. We apologize for any inconvenience our coverage policies may have caused you. Please note that Route is unable to cover orders that are seized by law enforcement. As frustrating as it can be, Route maintains this policy to comply with local laws and procedures. You can review Route 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,
Please avoid this route protection company 2x now I’ve had packages go missing!! 2x now there asking me to do a neutralisation form and send id to receive my refund. I’ve told them I can’t fill in the form on my device! There telling me I have to to it! This site is full of scams !! Please don’t use route there are other routes protection company’s that won’t give you this hassle!! So now I’ve lost 150 pounds because they don’t believe what I say! I’ve sent them my passport and my council tax bill and a photo of my self and it’s still not good enough!! Please don’t use route because there definitely scamming people in the uk and I can prove this 100% !!!
Hi Tony, Thank you for your feedback. We apologize for any inconvenience our coverage policies may have caused you. Please note that due to your order history, we do require the notarized statement to be completed. You can review Route 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,
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