Klaviyo: Email Marketing & SMS

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.

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?

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.

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.

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!

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

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.

It's expensive and the customer support is terrible.

This app turned all of my shopify customers into subscribers. Illegal. I have no way to un do the damage done to my customer list that took me 6 months to build.

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

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.

Very bad support

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...

We've been loyal Klaviyo customers for 5 years, investing $12,000 USD annually in their platform. Recently, due to a system error, the size of one of our segments was miscalculated right before our billing cut-off date, which meant we were unable to fully use the email credits we had purchased, and they expired. I contacted Klaviyo support just 3 minutes after the new billing cycle began, explaining the system error and requesting a one-time credit for the expired emails. Considering the nature of the issue and our long-standing relationship, I expected this to be a simple, reasonable request. Unfortunately, Klaviyo refused to grant the credit for emails we had already paid for. This has been a disappointing experience and, in my view, a clear example of poor customer service. Based on this experience, I can no longer recommend Klaviyo. Cheers, Florian Founder & CEO, Soundbrenner

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!

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.

Completely unreliable software. Sometimes a campaign sends, sometimes it doesn't. Often have to keep repeating setup until it decides to send.

I think it's very shady that Klaviyo instantly charges more for additional email recipients beyond your plan level, but that when you clean your list, the plan cost stays at the higher level - unless you dig into the settings and change it back down. A message should come up when 'Active' users drops below your biling level to ask if you want to lower your plan level. It's clearly to maximise revenue - but in an underhand way.

in sort of a nightmare situation now with adding our domain email and changing DNS records. all of our emails are landing in spam. Klaviyo said it was because we lost the confidence of the consumer... not true. this all happened in a week as we were trying to change our email. support is zero help. we said we would need to switch email companies as being without our email marketing for weeks would seriously impair our business, they simply say... sorry to lose you. we literally spent 1-2K a month...switching to omnisend or finding another partner