Marsello: Loyalty, Email, SMS
Build customer loyalty with a points-based loyalty program.
Rating
4.3
feedback
155
chart
#4,533
Reviews Over Time
App Ranking
Time spent using app
-
Less than an hour
1%
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Less than a day
5%
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Less than a month
15%
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Less than a year
43%
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More than a year
35%
Reviews Summary
Marsello, formerly known as COLLECT loyalty, has received a mix of positive and negative reviews from users. Positive aspects highlighted include the professionalism of the team, helpful account managers, prompt customer service, and the ease of use of the app. Users appreciate the loyalty rewards program, integrated email, SMS marketing, and the value for money compared to competitors. However, negative themes revolve around pricing issues, unresponsive support, sudden rate increases, lack of refunds, and technical glitches. Some users felt that the app became overpriced, especially for small businesses, and experienced difficulties with customer data access and service quality.
Highlights
Review RSS Feed
All reviews
Nov. 17, 2025
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.
April 30, 2025
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.
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
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