Sustenance review for Omnisend Email Marketing & SMS

June 11, 2020

TL;DR: If you're looking for an email app that offers a decent and reliable email automation system, omnisend is NOT going to work for you. I switched to activecampaign after a month of dealing with shortcomings and glitches on this app, and I've never been happier. I suggest you do the same. Based on my experience, this app is great for beginners who want an easy to use software with decent templates. If you're an intermediate or advanced email marketer who's looking to run automations, I can guarantee that this won't do the job. I usually don't leave reviews. But I feel obliged to do so in this case, because the ratings for this app are very misleading. This app is rated so highly because of the ease of use, and a very responsive support team that gives out discounts to unhappy customers generously. The software itself is very mediocre. EDIT 2: Another 2 weeks into using this, I found that the split feature for automations was not working properly. I had set up a sequence that would send subscribers an email only if they were given a certain tag. 1 week in, I found that all the subscribers in the automation were being sent this mail, even though they were not given the tag. I got in touch with the support team, who then confirmed that this was indeed a bug. They told me to stop the automation, and said they'll get back to me with a fix soon. They didn't give any specific dates. My subscribers have been sent random nonsense because of this glitch - people who haven't asked for or bought anything have been sent '[product] has been sent out' mails. EDIT: Xenia from omnisend got in touch with me, and she was very helpful throughout the process. They did propose a couple of workarounds, and shared some features unique to them, that I might find helpful. Although there are still some critical features that I would like to have on this app, I understand that they're working on it. Hopefully, these features will be up soon. INITIAL POST: I was looking for an email marketing app after migrating my website to shopify. Went with omnisend because of the great ratings. I've been trying salvage my decision and put this app to good use for 2 weeks now - but it's really just under-equipped and overpriced. Basic features that were available for free with my previous CRM, like choosing which days of the week automation emails go out, are not available on omnisend. I now have important promotional mails that will go out on Sunday, when nobody opens or reads them, and I can do absolutely nothing about it. I can't see which email workflows my contacts have gone through, and which emails they've received. I've had customers go through multiple sequences concurrently and receive multiple emails, because of the limited logic in the automation workflows, and the inability to see who's being sent what in which workflow. These are just a couple of examples of issues with this app. I could go on and on about other areas sorely in need of improvement. I got in touch with the support team twice, and all I got was that they'd raise this 'as feedback to the product team'. No workarounds, no concrete followups. And the worst part is that I have to pay between USD30-USD99 for this, when I could get all the features, plus more for a fraction of the price on other platforms - like activecampaign, sendinblue or mailchimp + zapier. I don't know how this app is rated 4.8 stars. Either people review it too quickly before they get to the features, or they just need a very basic email marketing app to send out simple campaigns (in which case there are a ton of free options out there).