Founded in 2018 by Ohad Seroya and Aviad Klin, Retrofête has made a name for itself in the luxury fashion world with its eye-catching evening wear. Based in New York City, the brand fuses vintage-inspired glamour with modern style, appealing to shoppers with their statement pieces for special events or every day. With smart marketing, star-studded dressing, and a flair for design, Retrofête has found its groove in the competitive high-end fashion scene, offering something special for those who crave a bit of extra sparkle and sophistication.

Retrofête’s loyal customer base turns to the brand for its most special occasions – purchasing sequined dresses for parties and vacation-ready outfits for their next trip. So when their packages were stolen by porch pirates, lost, or damaged in transit, Retrofête’s customer support team bore the brunt of their frustration. 

“Our customer service associates were faced with many issues regarding stolen and lost packages. They had to deal with a lot of back and forth communication between customers and shipping carriers to provide updates on the whereabouts of their package. Packages would leave our warehouse on time, but get lost by FedEx or UPS, and unfortunately our customers did not know this. All parties were frustrated,” says Madeline Katz, Director of Ecommerce.

In search of a solution to the frustration, Retrofête turned to Route.

Route arms the fashion brand with Shipping Protection at checkout, giving customers peace of mind that their order will be instantly replaced or refunded in case it’s stolen, lost, or damaged. For high-value orders often purchased with an occasion in mind, this is a saving grace for shoppers, and an operational must-have for Retrofête. 

“I know we can turn to Route for any customer service inquiries. When a customer reaches out and they have Route Shipping Protection, it’s a very seamless process to get any package issues handled. Whether they want a refund or a replacement, we know they’ll be taken care of,” said Katz. 

So far, Route has saved the Retrofête team countless hours of support time by eliminating the bulk of their shipping issue tickets. Route has also paid for over $70,000 in refunds and replacements due to shipping issues caused by carriers and protected over 35,000 packages.  

“Route relieves a lot of pressure from the Retrofête customer service team. It actually creates a concrete solution for any shipping problems and shifts the blame away from our team and the carriers when something goes wrong in transit.”

Their customer base is happier, too. Since the partnership began, customers who resolve their shipping issues with Route have a CSAT of 100%. Says one customer, “The response for any concern will be immediately addressed and taken care of. Thank you Retrofête and Route. With confidence I look forward to purchasing beautiful pieces by Retrofête. Thank you so much!”

Says Katz in closing, “Route continues to save us time and energy. When problems arise with packages, we are now able to offer a solution for our customers.”

"Route continues to save us time and energy. When problems arise with packages, we are now able to offer a solution for our customers.”