Klaviyo: Email Marketing & SMS
Klaviyo: Email Marketing & SMS for Shopify
Rating
4.6
feedback
2,570
chart
#2,147
All reviews
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Jan. 28, 2025
I have installed this app after many months of research and had finally the time to set it up after Q4. And then I was in complete disbelief after they have updated the prices on 21.1.25. I should pay more than 600$ for over 35k "active" users. Why should I pay for users, that are don't even subscribed to our newsletter? I dont need to send out 350k emails a month?? The monthly fee should be calculated for the actual subscriber list/sent out emails per month. I got only 2000 active subscribers. You can't even talk to a real human beeing, unless you pay. I wanted a subscripton, but not with this incredible price politics. The chat bot told me to surppress all other accounts, that are not subscribed to the newsletter. Ok fine, but then I can't reach any customers that abandoned a cart, when they did not accepted newsletter marketing? This is not worth the money. Who did this price change and thought this was a good idea? Watching the reviews, I'm not the only one.. So I'm sticking to the free Email Program from shopify. You can setup flows aswell
We’re not raising our email plan prices or changing our long-standing model based on customer Active Profiles. Klaviyo exists to allow you to understand your customers and drive growth from that relationship (for more, check out our blog: https://www.klaviyo.com/blog/pricing-philosophy). Also, we’ve introduced a number of options to help every customer be in control of their plan. We are sorry to hear that you haven’t chosen Klaviyo and hope you’ll consider us in the future.
Jan. 24, 2025
Pretty useless customer service. Probably one of the worst I've ever encountered. I've spent weeks being bounced between different operators, going back and forth talking about the same thing and it just simply seemed like nobody knew what were they actually doing there. I was getting the same canned messages over and over again. The issue I had was so simple that should have literally been resolved in seconds, but here we are...second week now, and we are right where we started! Meanwhile I noticed they closed my case and marked it as "resolved" ha-ha.
We're so sorry to hear that you've had a negative experience, and are committed to making sure you have the best possible experience with Klaviyo - please be on the lookout for a response from our team!
Jan. 21, 2025
Been using Klaviyo since the very start of the business in 2021. Now, with a change of pricing policy will be forced to move to another service. Absolute scam of charging $1k+ for "active" profiles that I'm not even sending emails to.
Klaviyo exists to help you to understand your customers and drive growth from those relationships. If you have profiles that you are not emailing, we highly recommend that you suppress them. You do not pay for suppressed profiles, but you maintain the data so that you can unsuppress to send communications to them at future times. If you prefer to keep them active, the Appreciation Discount that we’re offering to many loyal customers limits the email plan spend increase to 25%. As an example, if a qualifying account is on a $150/month email plan but their Active Profile count would require a $1,070/month email plan, we would automatically apply a $882.50/month Appreciation Discount so the net monthly email spend would be $187.50/month (a $37.50 increase). We encourage customers to look for additional communications sent on Jan. 21 so that they can best understand how these changes impact their specific plan and to understand our new flexible pricing features, including auto-downgrade and Flexible Sending.
Jan. 21, 2025
A Cataclysmic Change That Puts Long-Time Customers at Risk I have been a loyal Klaviyo customer for the past 6 years, sending around 2 emails a week to less than 5000 contacts. I recently learned about their new policy that will charge me for every active profile—a massive price hike from $100 per month to $860 per month for hosting all my profiles. This change came with almost no notice and I now have less than 3 weeks to suppress over 75% of my hard-earned, paid-for email profiles. Why would Klaviyo risk losing customers like me, especially after 6 years of loyalty? I barely use the service to its full potential—why should I pay for profiles I don’t actively use? This is an incredibly disruptive change, and frankly, it feels like Klaviyo has given no thought to how it will affect smaller, long-time customers. I hoped Klaviyo would rethink this price change or, at the very least, give us more time to determine which profiles to keep active. But instead, I feel forced to look for a more affordable platform that can offer better value. For me, Klaviyo is simply not worth more than $100/month anymore, and I’m deeply disappointed in how they’ve handled this change. Adding: Klaviyo response doesn't address my issues at all. More time to reduce emails would be much more appreciated than 25% off... Seriously? 25% off of $860/month? Are you thinking I'll just make the jump from $100/month to $645 per month?
We absolutely want our customers to keep hard-earned active profiles that lead to revenue and growth for their business. Klaviyo exists to help you to understand your customers and drive growth from those relationships. While most of our customers are not seeing any change to their email plan, we are providing an Appreciation Discount for many customers, including Pandere Shoes, whose active profiles have grown well beyond their current plan. This discount allows customers to get on the right plan for their active profile count, while only paying a maximum of 25% more for their email plan than they are today. We encourage customers to look for additional communications sent today so that they can best understand how these changes impact their specific plan and to understand our new flexible pricing features, including auto-downgrade and Flexible Sending.
Jan. 17, 2025
Klaviyo Inc. regarding unfair and unethical billing practices. For the billing period of December 28, 2024, to January 27, 2025, I was charged $8,180.87, despite being enrolled in a plan clearly outlined at $4,088.50. I have provided Klaviyo with documentation confirming the agreed-upon amount for my plan. Despite this, the company has refused to issue a refund or offer any resolution. Their refusal to rectify this issue is not only disappointing but raises serious concerns about their billing practices and customer support. Additionally, upon further investigation, I have discovered numerous similar complaints from other businesses regarding Klaviyo's unfair and unethical billing. This pattern of behavior suggests systemic issues that need to be addressed to prevent further harm to consumers. I respectfully request that Klaviyo: Issue a full refund of the overcharged amount ($8,180.87 - $4,088.50 = $4,092.37). Conduct a review of their billing processes to ensure transparency and accuracy moving forward.
Thank you for your review. We're looking into your situation, and are connecting internally with our customer success team about this. You'll be hearing directly from us soon!
Jan. 15, 2025
Jan. 12, 2025
Crazy how you have to pay to get in touch with the support. For some reasons my flows dont work and there's no way to get in touch with the support. Really bad, would not recommend
Thank you for sharing your feedback, and we're sorry to hear about your experience! We currently offer email and live chat support to customers on all paid plans. Customers on free plans have access to a 60-day trial of email support, along with a variety of other resources including the Help Center, Academy, Klaviyo Community, and interactive live trainings.
Jan. 8, 2025
If you need service and no one responds its Klaviyo. I have had the worst customer service or no service from this company. When you try to get help there is often no one on the chat and you wait and wait and finally give up after an or hour or two. When they want you to signup they are very fast in responding and you get impressed by how great their service is but after you sign up, no one is there to find you. Stay away as far as you can because after sweet talk, there is no talk.
We're sorry to hear that you're having trouble reaching us. A member of our Support leadership team has reached out to you directly to resolve this.
Jan. 8, 2025
Shocking customer service from the douchebags at Klaviyo. Been with them for 3 years now. Generally all ok. However we've recently reduced the number of contacts/profiles in our email list quite significantly (by around 50,000). We expected this to have a significant effect on our monthly bills, but it seems Klaviyo is still taking out the same monthly amount as they were prior to the reduction in profiles. I've spoken to them via live chat and email today, and was told that Klaviyo does not automatically adjust its billing down if the amount of profiles is reduced. Convenient. They were capable of automatically increasing our bills when our profile list was growing. But apparently they don't do this when the profile lists decrease. Even so I thought that once I'd pointed out that we did reduce our list size last month, and therefore this month's bill should be significantly smaller (by about $550), they would agree to refund me the difference, but they basically told me to check my terms and conditions and get lost. They wont refund me the difference. I am pretty dumbstruck by this. This seems very underhanded to me. Even if it's in the T's and C's to not do the right thing here stinks. Obviously they've now lost all of our business. Update 5th January 2025: after a bit of back and forth with Klaviyo's billing team, and getting nowhere, I decided to leave negative reviews in as many places as I could think. Miraculously 2 days after doing this I had an email from their management offering me the refund they should have given me in the first place. Just goes to show the power of reviews I guess!
Hello, please keep an eye out for an email from a manager on Klaviyo’s Support Team. We’re committed to finding a solution for you as quickly as possible. Thank you for your patience.
Nov. 29, 2024
I would give a 0 if possible. DO NOT SWITCH to klaviyo. We have been in business for 9 years and when we switched to K, our 60% open rate dropped to 20% and all of our emails land in SPAM. All they could say was it was losing consumer confidence and we have to do their "reputation repair" Klaviyo totally screwed us on all big sales. Any one have any idea who else would be a better alternative? Need to get out of klaviyo ASAP
Nov. 22, 2024
Sämta appen jag har varit med om, har gett dom två chanser för jag ville verkligen få detta att fungera men det går bara inte. ingen support, ingen live chat, inget telefonnummer. Du vet inte hur mycket du ska betala tills du får en faktura på tusentals kronor. Hela systemet är gammalt och svårt och avancerat att använda. Jag recommender inte denna överdrivet dyra app med ingen support bakom tyvärr.
Jag beklagar att höra om din negativa upplevelse med appen. Din feedback är värdefull, och vi arbetar på att göra appen mer användarvänlig. Vänligen kontakta oss på [email protected], vi vill gärna lösa de problem du har. Vi kommer att göra vårt bästa för att hjälpa dig.
Oct. 31, 2024
Does not supress marketplace order information like other app at a top level such as Judge Me. Extremely poor customer service and was advised that shopify is responsible for this app. Shopify customer service has advised this is klaviyo's responsibility.
Oct. 15, 2024
I want to cancel the $15 SMS package but when I do it myself the system cancels everything including my emails even though it is the SMS that I want to cancel. Weronika says that they cannot cancel this service on their side that I no longer want. IT LOOKS LIKE A HOSTAGE TAKING
Using app
Almost 5 years
Total reviews
12
Average rating
3.7
Nov. 20, 2025
Is this fraud?- Klaviyo Secret Sending Limits & Poor Transparency — Be Careful I’ve used Klaviyo for over a year and feel other Shopify merchants deserve a heads-up about something Klaviyo never discloses: Klaviyo will charge you for contacts that it will, without your knowledge or consent, refuse to send your emails to if they deem that contact is unlikely to open/click your email. Klaviyo takes your money then quietly gates or throttles your campaign sends, meaning your emails simply do not reach your subscribers — even though you’re paying full price for that list size. In my case, I had an 8k active list (with 30k suppressed), and Klaviyo still withheld delivery of many campaigns. Open rates were low because emails weren’t actually reaching inboxes, not because of strategy or content. Klaviyo’s dashboard shows “Poor” reputation, but the platform does not explain that this means your send volume will be internally limited. Klaviyo support misdirects you into thinking its all about YOU, the quality of your emails, etc... while not telling you that it's also because they just don't send your emails (their discretion), period. This makes recovery nearly impossible. You’re stuck paying for a list you cannot fully email, with no straightforward path to fix the issue and no warning that this is happening behind the scenes. Klaviyo can be powerful, but this lack of transparency seriously undermines trust. After switching providers, my deliverability improved immediately — confirming the issue wasn’t my content or audience. If you’re a Shopify merchant whose income depends on reliable deliverability, be aware of Klaviyo’s undisclosed internal limiting system. It can cost you months of lost revenue, while you’re still paying for contacts you can’t reach. Someone should really investigate this practice, as it seems like a class action waiting to happen.
Sept. 27, 2024
No support after starting to use paid version. We had technical problems and could not activate any features. Support was unresponsive, did not help to solve any issues, not even freezed the subscription until WE solve them.
Sept. 23, 2024
Terrible customer service. Goes in circles. Very unhelpful people answering tell me why things are the way they are. The way they are isn't working...
Thank you for sharing your feedback, and we're sorry to hear about your experience. A member of our support leadership team is reaching out to you directly via the support ticket thread to ensure your concerns are addressed. We value your input and are eager to hear more from you to resolve the issue.
Sept. 12, 2024
Directly after installation, a phone call?? And then an email pressuring for a meeting?? Seriously? That's reason enough to delete the app immediately. I am very surprised by this approach. Please remove my contact details from your distribution list, I do not want to receive any more calls or messages!
Sept. 26, 2024
Has to be THE WORST customer service I have ever encountered. No chat, no phone number, only email, which is promptly ignored. I've been waiting a week for them to respond to an account access issue. Can't do much if I can't access my account. No need to point out the irony of a marketing company that doesn't seem to understand that their customers, the ones that pay for their service, need prompt, helpful support every now and then. An update: It is now three weeks, and Klaviyo has still not bothered to contact me and assist with my issue. Nice try suggesting it is my mail server, this has been checked, the problem lies with this email marketing company that clearly do not care enough about customer service to provide either a chat or a phone number for help.
Hello, I can assure you that our team has been replying to your support requests, and I sincerely apologize that you have not been receiving them. Our responses are sent via our ticketing platform using the alias [email protected], and it is likely that your custom domain has some strict security settings on emails coming through. At this point, only your domain provider or IT team can provide more context around why the email has not reached your inbox. We recommend you contact them for additional details and highly recommend that you add that alias to your safe senders list.