Emotive: SMS Marketing

Feb. 21, 2024

We have now used both Emotive SMS and their Pixel services. The people there are nice but on two separate occasions Emotive has grossly over promised and under delivered. We were stuck in an SMS contract that took our previous 40x ROI at Post Script SMS services to 2-3x with Emotive. The pricing and contract cost us dearly. Fast forward years later, Emotive reaches out to have us try their new Pixel service which captures emails and sends abandoned cart messages, this time thankfully no contracts were sent as we have been using Retention.com for this same service but opted to pause and give Emotive a chance to redeem themselves. Our one month trial was an absolute embarrassment and again, cost us thousands in lost revenue. Never again...

Dec. 14, 2023

Never again! It's unfortunate but it seems like the classic tale of a company that grew too big too quick. Customer service was appalling, you would have to wait days for a response & more often than not the response not correctly addressing the issues/worries/questions. We asked for a custom plan as our usage did not include many of the features advertised. They agreed and yet never actioned the reduced costs. After more unanswered queries on attribution & other such things we had no choice but to give them the flick. They carried on charging us and my god... Let's just say it would have been great if their customer service and overall service in general had as much determination and persistence as their accounts team! Have a question about attribution or even worse an issue that needs to be addressed? Good luck... BUT, Miss a payment and watch them come hurtling into your inbox! Over priced waste of time. Never AGAIN! If there was a chance of a ZERO star it would be selected, 1 is too many already.

Dec. 1, 2023

AVOID at all costs. I wish I read the reviews before engaging with this company. Buggy unreliable SMS and overpriced for what they offer. Shady business practices. They are very shady and require a 1 year term contract, which they sneakily add in about the auto renewal is 1 year, and unless you notify them 30 days before the renewal date they don't let you out of the contract for the full year and "require" you pay the rest of the year, even though its billed quarterly+monthly. I was reviewing their terms on their website and can't even read because their UI is purposely black text on black screens, making it very hard to read. Cannot believe this company. AVOID.

Sept. 28, 2023

Emotive is not truthful about its attribution. They do not offer the support to be helpful and strategic. The app does not work on mobile devices. Support is limited in solving problems. It is impossible to get out of a contract where Emotive does not deliver what is promised.

Aug. 10, 2023

Warning: Do Not Use Emotive! Short summary: They manipulate their contracts to charge excessive fees which are not discussed when you begin and lock you in with unreasonable auto renewals. We started with them a year ago. We signed a one-year contract with fixed fees. Fast forward six months, they start introducing a new fee. It raised prices by over 30%. No notification was given. Annoying, but fine, we accepted it as Attentive refused to work with us. A bit later, we decided not to renew for the following year. They said we auto renewed and could not cancel. It turns out that they changed their terms and conditions after we signed the contract, without notification, to lock us in. After a month of emails, we finally threatened a lawsuit and they said they “made a mistake” and we did not auto renew and were able to cancel. Lesson learned, DO NOT USE EMOTIVE! FYI: This is the first negative review I have ever left after six years on Shopify.

June 29, 2023

Not worth the frustrations! I've worked with a lot of companies in the past and have ended up canceling or not using their services anymore. A lot of these companies make it easy to end the services and just go about your business and carry on. "THIS APP/SERVICE" on the other hand gouges swindles you with their contracts as well as try to upsell you on other services they offer. At first, they promised to be better than "PostScripts" and that they have better rates, services, and overall, a better experience using their platform. This was FALSE advertising! We are on Attentive now and are in a much better position with our SMS Marketing channel. We've lost a lot of revenue by switching from PostScript to Emotive. My advice, look elsewhere for a reputable SMS service.

June 27, 2023

PREDITORY CONTRACT, DO NOT USE. This app does work well but if you are not aware of their exact contract terms you are screwed. They give no notice of contract auto renews and then offer not solutions on breaking it early. We are obligated to buy out the full contract or keep using this stupid and expensive service. When they schedule you for monthly "meetings" all they do is try to sell you on the other platforms they have and try to sell you on sending 2 messages a week, to make them more $. DO NOT USE, I repeat, DO NOT USE

May 5, 2023

Current Issue: If you are a potential customer and have made it to this page, check the F rating on the BBB website. It is absolutely accurate in our experience. Completely unethical and untrustworthy company. First, the telephone number they list on our credit card statement is disconnected. We found this out when then charged our corporate card one month after sending notification in writing that we no longer authorize them to use the previously provided payment information. Sent an email requesting an immediate reversal to this charge. 24 hours later not even a reply. Original Issue: On our fourth bill we had a charge for "Minimum Spend True-Up". The charge was for $168.09. We inquired multiple times via email before finally getting a reply. We were informed this was for a monthly minimum spend, something that was never discussed with us prior to this invoice. In trying to get this issue resolved we were also informed that there are minimums with regards to the number of campaigns you must send in order to qualify for their ROI guarantee. Another detail that was never discussed prior to contracting or during on-boarding. When asking to cancel their reply was as follows: "While I can see that the minimum spend wasn't noted in that recap email from Mike, it is noted in your signed Service Agreement (attached here) which supersedes any email communication." This decidedly unethical company has chosen to ignore communications issues on their behalf and instead want to stick it to us for policies and requirements that their sales and on-boarding staff either forgot or chose not to mention. We could never trust emotive moving forward. P.S. The sales person (Michael Cruz) was CC'd on each email regarding this issue and never one replied to a single one. Appears as if this was to avoid taking responsibility for skipping over some of these requirements before taking our credit card information...On our fourth bill we had a charge for "Minimum Spend True-Up". The charge was for $168.09. We inquired multiple times via email before finally getting a reply. We were informed this was for a monthly minimum spend, something that was never discussed with us prior to this invoice. In trying to get this issue resolved we were also informed that there are minimums with regards to the number of campaigns you must send in order to qualify for their ROI guarantee. Another detail that was never discussed prior to contracting or during on-boarding. When asking to cancel their reply was as follows: "While I can see that the minimum spend wasn't noted in that recap email from Mike, it is noted in your signed Service Agreement (attached here) which supersedes any email communication." This decidedly unethical company has chosen to ignore communications issues on their behalf and instead want to stick it to us for policies and requirements that their sales and on-boarding staff either forgot or chose not to mention. We could never trust emotive moving forward. P.S. The sales person (Michael Cruz) was CC'd on each email regarding this issue and never one replied to a single one. Appears as if this was to avoid taking responsibility for skipping over some of these requirements before taking our credit card information...

Nov. 25, 2022

If I could give less stars I would. Avoid this company! Costs way more than you may expect and after canceling with them and was told many times I wouldn't be billed as we have had difficult year, their billing department is relentlessly trying to bill me every month all year even after multiple emails from them telling me it shouldn't happen again. Research other more affordable options

Nov. 14, 2022

Worst company ever. My ROAS was consistently under 1 every time. The people assigned to me were useless. I had to handhold them through writing the SMS even though I was told they would write and design the texts. Google them and read the reviews outside of Shopify. They are awful. One of the people got angry because I said I am going to use Klaviyo instead and went off me. Inappropriate and unprofessional.