Kawaii Stop review for Omnisend Email Marketing & SMS
Jan. 28, 2026
I just spent hours setting up all automations, flows, and logic only to find out that Omnisend forms don’t embed and popups won’t show at all on my site. I contacted support and spoke with Irem, and honestly, this was the worst support experience I’ve had on Shopify in years. They: blamed the Horizon theme (false) claimed custom HTML can’t be injected (also false) said they “checked the code” and found nothing (despite screenshots and the code being there) offered zero actual debugging or solution passed responsibility back to me instead of fixing their broken app Every excuse, no ownership, no fix, just deflection. I’ve worked with dozens of Shopify apps. When something breaks, good teams help you solve it. This team just tried to make it not their problem. At this point it’s clear: they want the subscription, not the responsibility. Extremely disappointed. Hours wasted. And absolutely unacceptable support for a paid app.
Thank you for sharing this feedback. We understand how discouraging it is to put significant time into setting up automations and forms and then run into issues with them not appearing on your site. We’re sorry to hear that the support experience didn’t meet your expectations. When forms or popups don’t display, it’s typically related to how the required storefront script is loading on the live site, or how and where the embed is placed within the theme. Depending on a theme’s structure or customizations, code that looks correctly added in the editor may not render on the published storefront in the same way. This is a common Shopify behavior and doesn’t indicate misuse or error, but it does impact whether forms can load and display. Because of Shopify’s permissions, our support can’t directly access or modify a merchant’s theme files. When the necessary snippet or embed placement can’t be detected from the live storefront, the only path forward is to guide placement at the theme level so it loads site-wide, then continue validating from there. We understand how this can feel like slow progress when you’re actively trying to move quickly and launch. We want to reassure you that our goal is to help move things forward, not deflect responsibility. A senior specialist is currently involved and continuing the troubleshooting with you to reach a clear resolution. If you’re open to continuing, we’re here to support you every step of the way.
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