Marsello: Omnichannel Loyalty
Marsello: Omnichannel Loyalty & Marketing App for Shopify
Rating
4.3
feedback
386
chart
#3,456
Reviews Over Time
App Ranking
Time spent using app
-
Less than an hour
2%
-
Less than a day
2%
-
Less than a month
9%
-
Less than a year
40%
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More than a year
46%
Reviews Summary
The reviews for the Marsello Shopify App are mixed, with both positive and negative feedback from users. Positive aspects include excellent customer service, helpful account managers, ease of use, and the effectiveness of the loyalty rewards program. Users appreciate the integration of email, SMS marketing, and loyalty rewards all in one app. However, negative themes include significant price increases, unreliable service, unresponsive support, billing issues, bugs in the system, and dissatisfaction with the new pricing structure. Some users felt that the app became unaffordable for small businesses due to the pricing changes, while others experienced difficulties with technical support and encountered unexpected charges.
Highlights
Rating Breakdown
Review RSS Feed
All reviews
Dec. 16, 2024
Priced out of the app. I was a loyal user of this app, but they increased their rates while decreasing the benefits. As a struggling business, I could not afford the rate increase and lost all access to my customer data, including their loyalty points.
March 21, 2025
Customer service is absolutely terrible. The experience has been disheartening and only foreshadows what is to come if we stay with them. We just signed up with Marsello and as soon as we became a paying customer, we couldn't get a hold of anyone. BEFORE signing up, I met with several staff members and they all seemed quite eager to help. Support does reply to our emails but the response time is usually about 6 or more hours. Even then, you reply and they don't get back to you for another few hours with a very generic response. How do you expect a business owner to sit tight while being kept in the dark? Customers have already signed up and waiting to use our loyalty program, only to be told it isn't working. This has a negative impact and only serves to discredit our business in the eyes of our customers. 'Ghosting us' speaks to their lack of professionalism as a whole. Their point system is buggy and it is evident. They haven't ironed out all the kinks. EDIT: The issue was escalated and the technical team took over. This are up and running now. EDIT: Now we are experiencing the same issue again and we are being ignored.
Nov. 8, 2024
Marsello has really improved and took into considerations our product requests. Martin does an excellent job communicating which is rare from other loyalty programs. The shopify integrations have improved. I highly recommend Marsello. We have tried every loyalty program on shopifys app store and they fit our needs best considering we lean heavier on in-store retail vs e-comm.
Thank you so much for the kind feedback! We’re glad you’re enjoying the app’s omnichannel capabilities too - feedback like this is a real kick for us. Martin & The Marsello Team
Sept. 17, 2024
Caution: Unreliable Service and Unresponsive Support We had a very disappointing experience with this company. After dedicating three months to testing their platform, we encountered numerous bugs and technical issues. Despite this, we were charged in full during that entire period. In the first month, we were billed for an API and an additional site, despite not having any additional sites. We raised this issue multiple times but received little to no support. Our main point of contact, Jason McLean, was dismissive of our concerns, repeatedly stating that their company is exceptional and without faults. Unfortunately, their loyalty program was completely unusable due to persistent bugs, and their customer service was slow to respond. When we requested a refund for the services we couldn’t use, we were told that they do not offer refunds, citing their terms and conditions. There is alot more to say about it, but we will leave it here. We strongly advise caution if considering this company.
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