Marsello: Loyalty, Email, SMS
The reviews are sharply mixed, but the dominant pattern is that users value Marsello’s all-in-one loyalty, email, and SMS marketing features, along with its ease of use and the ability to improve customer retention and revenue. Many reviewers praise the platform as robust, intuitive, and useful for combining campaigns, loyalty rewards, analytics, and omnichannel marketing in one place. Customer support is also frequently highlighted as a major strength, with several users naming specific staff members and describing fast, helpful, and professional service. On the negative side, a large number of reviews focus on pricing increases, billing surprises, and a sense that the app has become too expensive for small businesses. Several users complain about sudden rate hikes, per-customer or per-system charges, loss of access to data, and refusal of refunds. Support quality is inconsistent in the negative reviews, with complaints about slow responses, generic replies, unresponsiveness, and unresolved technical issues. Some users also mention bugs, missing features, and integration problems, especially with Shopify and POS setups, which makes the app feel less reliable for some merchants despite its strong feature set.
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I have been using this app for some years now and this year they increased the price by $200 making it a total of $525 monthly! Not only did they increase the price, they are saying that the other 80k sms credits that I have on my account and paid for, expire at the end of this month. I've tried contacting customer service several times and no one has responded to me. I cannot recommend this app and will be switching as soon as I find another rewards program for my customers.
A very robust loyalty platform that keeps improving and offers excellent customer support.
I have been with them for almost 10 years (since they were known as COLLECT loyalty). Highly professional team - and Roz and Vicky I have worked with are really great!
Thanks for the wonderful feedback! We truly appreciate your long-standing partnership and look forward to continuing to work together. - Roz, Vicky & the wider Marsello team.
Disappointing Experience — Overpriced, No Refund, Poor Support We had a very bad experience with Marsello. They charged our business $300 CAD even though we never got to use the app. When we reached out within 30 days, explaining that we found their service too expensive for their poor features and wanted a refund, they outright refused. Their customer support was unhelpful and dismissive. Despite the fact that we hadn't benefited from the platform, they kept the full payment — which feels like they simply took our money without delivering value. For a loyalty program, their pricing is overrated and the service (poor features) does not match the cost. I strongly do not recommend Marsello to any business. Poor policies, bad customer experience, and no flexibility. Be careful before signing up — they do not stand behind their product.
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.
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