Marsello: Loyalty, Email, SMS

Feb. 16, 2021

We use Marsello for all our EDM marketing campaigns and we absolutely love them. The platform is simple, easy and affective to use and it provides great analytics. Our account manager Olivia is also a pleasure to work with, helping us out quickly with any issues we may have.

Jan. 24, 2021

I am a US customer and am speaking from that point of view. I know this platform is not based out of the US and may differ for other countries. Customer services takes 2-7 days for a response when you have an issue. I'm currently being charged for test message credits that aren't delivering and have been waiting 6 days for them to give me any time of follow up. We've had issues since we started using this platform, but in the beginning they were a little more responsive to offer support. I strong recommend AGAINST using this platform.

Jan. 24, 2021

okay app, too expensive when you have multiple POS locations and bigger contact list. the estimator indicates somewhere around $250 per month, we've end up being charged for $429. We had to pause the app last month and you know what, the bill just kept coming even though you are not using anything.

June 7, 2021

Revised 5 star review to 1 star. I do not know what has happened with Marsello and am honestly dismayed by our recent experience with them. We have been a customer for 3 years and have had a good relationship with them, have been beta testers, and have even been a success story for their marketing department. Yesterday I needed to do some manual account maintenance and discovered that we were locked out of the admin interface because we had exceeded 10,000 customers. In addition, the customer facing rewards interface was no longer working on our web site. We were apparently on some grandfathered plan at $59/month and they randomly decided to do away with that and wanted us to switch to their new "pro" plan based on number of customers. Sure, no problem UNTIL they said our pricing would go from $59 to $559 PER MONTH. An 800% price increase and the hobbling of our installed (and paid for) software is absolutely inexcusable. At this point we were essentially being held hostage until we paid. After getting the same "I know this is a bit of a shock" circular run-around from the support chat person, I asked them to have someone contact me ASAP. Well, I have not heard back from anyone at Marsello and we have customers emailing, calling and messaging about their rewards account. So, today we made the decision to simply dump them and switch to a different rewards application. On the plus side, Marsello made it easy for me to export our customer data along with point balances and I was able to import that into a different reward app that I had up and running in a few hours. Marsello has seemingly gotten too big for their britches. When we first signed up, it was just a loyalty program and did a good job at it. Then, over time, they made it into a customer relationship management software and email and SMS marketing software. Some of their automations are good, such as abandoned cart emails, but for the most part we continued to use it only for loyalty purposes since we have other applications that handle those aspects of our business. Bottom-line: growing eCommerce businesses, watch out for the bait and switch. Despite their response here indicating that there was a resolution, there was not one.

Oct. 14, 2020

This app is so much more customizable than all the other rewards apps I've tried, and their customer service is great!

Sept. 29, 2020

We used Marsello with our ecommerce website for a couple of years and have been happy with the service and the platform. A couple of months ago, they introduced a new pricing scheme and put our account on hold so we couldn't access any of our data until we upgraded our plan. Unfortunately, there was no way for us to upgrade our plan other than contact customer service using their chat. A week went by with one message a day being answered and in the end we weren't able to upgrade our plan ($29 per month) because we had been loyal customers for a long time and our plan had been grandfathered and was being discontinued. Their customer service advised us that they would have to convert our plan to the free version and we would have to sign up again to the pro version which started at $49. A quote was provided based on the number of customers we had which was higher than previously but still realistic considering the company's growth and new added features. Once we were able to upgrade to the pro membership level, our new monthly fee was $299. We were told that we were being charged for 4 sites plus the customer base we had when in fact we've always only had one site. The bottom line is, our account was frozen and forced to upgrade from $29 to $299 a month. We are a small business tried to work with and support another small business, but it's become clear that Marsello has found a way to increase their pricing without taking into consideration the scalability of their longtime customers. Our interaction with their customer service has been nothing but frustrating and we decided to leave the platform and sign up with one of the other several great options available through the app store. It takes a great amount of time and effort to create and nurture a fidelity program. Before choosing one for your business, make sure it's one that will allow you to scale in a fair and realistic way and you are not forced into a plan that is 10x more expensive than what you signed up for—which is what Marsello has done to us.

Aug. 3, 2020

Marsello has a really interesting combination of features, with its email and loyalty combination allowing us to really hone in different segments. Their staff is very responsive, and they've done a great job at incorporating our feedback into the app to make it an even better fit for our needs. We're big fans.

May 16, 2020

Their support is so helpful. I have some issue which cannot be technically solved. They actively suggest another way to solve my problem! Great!

May 10, 2020

I love this app! It saves me money by integrating both loyalty and email marketing. I haven't even utilized all the tools yet but my business has grown over 50% since I have been using Marsello

May 10, 2020

Hello, nice job ! but it will be cool to use this product only with POS with a "vip card member for exemple, for a specific type of customers add like permanent advantages for any purchases.

April 21, 2020

The amount of sales this app has generated for my online store is beyond anything I could have imagined. It's email campaign builder has the most user friendly templates I've ever used (MUCH easier to build and customize than MailChimp.) My emails are beautiful and generate so much more revenue than before. The email automations are super quick and easy to set up and do all the work for you. The type of information it stores about your customer's spending habits is extremely helpful, too. I can't say enough great things about this app. The pro plan is worth every penny and more.

April 17, 2020

This app creates an fully-functional loyalty program with all the email automations to go with it. Even the free version of it is very comprehensive. Really easy to set up out of the box - a couple of hours and you have a really professional loyalty program. Great stuff.

April 10, 2020

We linked Marsello to our online and physical stores with a loyalty program and automated email marketing, making it easy for us to communicate with customers regularly and to offer them rewards that keep them coming back. With the recent COVID-19 developments, we have been able to direct our customers to our online stores and keep them updated with any changes. Marsello is an essential tool for the Bulo Shoes business.

April 7, 2020

Pop up form is not capturing emails from subscribers which is horrible only realised it after 9 months of using it, which means we have lost tons potential customers orders. Last but not least, loyalty rewards point have been set to a minimum purchase, and have saved the setting, but our customer still allow to redeem without minimum purchase! It is causing chaotic at our backend. Interface is nice and really wanted to like this app but that's a complete deal breaker. And their tech support to rectify issue take forever to reply and solve the problem! Updates: They managed to solve the problem, would give a 5 stars if they can reply and fix it earlier

March 24, 2020

The free version is so easy to use and so easy to explain to customers. I am amazed at how many features this offers!

Jan. 24, 2020

I use marsello to engage with new and continuing customers on my site and it has helped immensely with efficiency and growth. A great asset.

Jan. 13, 2020

This is the best loyalty app on Shopify and I've tried a few. Great interface and easy to use. This app is especially great if you have a retail store as well. It is the only one that integrates into your POS that doesn't cost and arm and a leg. The support is amazing as well!

Nov. 20, 2019

Simple to use. My customers are enjoying it and making good use of all the ways to redeem rewards. This program solved my problem of finding a rewards program and email campaign platform that perfectly integrates customers from my shopify website www.springyfeet.com.au with my in-store Vend based shop. I can now offer a totally integrated response. Thanks to Marsello and its customer segmentation, I can more easily craft appropriate campaigns. Great app, highly recommend.

Feb. 20, 2025

Although the app itself has great features, the support is the worst I have ever experienced. I have been waiting over a month (close to two) for technical resolution of a problem the Marsello tech caused and they keep blowing me off by rewriting my complaint in their own words or just telling me they are too busy or by not bothering to reply at all for days. If you think you may need assistance with the app, look elsewhere. They re really not interested in helping existing clients. While the issue above was resolved, the company randomly claimed that their "prices were too low" and they raised the cost of my subscription by like 1,000%-- it went from about $30 monthly to over $160. So, BEWARE... if you think this it it available at a "good" price, they may decide again to "make their prices match competitors" and mark up what you're paying by orders of magnitude. And at this point, like me, you may find that you're in too deep to change. BEWARE. Beyond that, their site does NOT work well on mobile. If you're looking for something you can manage on the go, this is not the app for you. Furthermore, they charge you based on customers but offer no method to determine if those customers are active (even though they have a Lost Customers segment). Once a name is on your list, you pay for it forever, even if it is "lost." They should have an opt-in preset email flow so clients can regularly audit their lists to keep costs low.

Nov. 4, 2019

I've been having an issue with fake accounts being set up on my site. Initially, I suspected they might be coming from the app or developers themselves in order to boost my customer numbers in order to collect higher fees. They have actually been quite helpful in figuring out where these are coming from, and have gone above and beyond with regards to customer service in trying to help solve the issue. Thanks.