Omnisend Email Marketing & SMS

Thank you for taking the time to share your experience. We understand how disappointing it can be when the pricing you expected doesn’t align with what you see when reviewing available plan options. To clarify, the $16 plan shown on the Shopify App Store is a starting price and applies to stores with up to 500 contacts, including 6,000 email sends to that audience. As the size of an account’s contact list increases, pricing adjusts automatically to the corresponding tier to support that audience size. (https://www.omnisend.com/pricing) Omnisend pricing is based on the number of contacts rather than only the number of emails sent. Even if email volume is low, supporting a large audience still involves deliverability, compliance, and infrastructure costs, which is why we do not currently offer a purely pay-per-email model, though this feedback has been shared internally. We recognize that this pricing structure can feel misleading when the audience-size limits are not immediately clear, and we appreciate you calling this out. Our team is actively reviewing how this information is presented to make expectations clearer upfront. If you decide to review your options or need support at any point, our team is here for you.

Thank you for taking the time to share your feedback and for raising this concern with our team. We completely understand how frustrating slow-loading emails can be, especially when performance and customer experience are critical for your business. Our technical team carried out a detailed investigation and confirmed that the behavior is primarily related to how certain email clients, particularly Gmail, cache and process product images. In some cases, Gmail’s proxy servers cache the original full-size image instead of the optimized version provided by Shopify, which can result in unnecessarily large image downloads inside abandoned cart emails. You were absolutely correct in pointing out that this experience can be improved. Based on your report, our team has already submitted a feature request to implement a better handling method for abandoned cart product images, where smaller pre-resized versions would be explicitly requested and served for email use. This would help reduce loading times significantly, especially for Gmail recipients. We truly appreciate you bringing this to our attention and sharing detailed feedback throughout the investigation. Input like this helps us improve the platform, and our team will continue working toward a better solution here.

Thank you for taking the time to share your experience. We’re sorry to hear that it felt so frustrating, and we understand how disappointing it can be when expectations are not met. We want to clarify that our Terms of Service state that paid charges are non-refundable once processed. This policy is in place to keep billing consistent and transparent for all customers. That said, we recognize that every situation is unique, and concerns are reviewed on a case-by-case basis rather than dismissed outright. In this case, a senior support specialist has already reached out to you directly regarding your account to make sure your concerns are properly reviewed and explained. We are unable to discuss account-specific outcomes publicly, but please know your feedback has been seen and taken seriously. Should you decide to keep working with us, we remain ready to support your business every step of the way.

Thank you for sharing your experience and for being open about how frustrating this felt. We’re sorry to hear that the onboarding process didn’t meet your expectations, especially after being referred to us. We want to clarify what happened with the SMS setup. Promotional SMS messages to UAE numbers require a registered Sender ID, which is a government requirement. This registration process is handled by the local SMS provider and requires very specific documentation. In your case, the initial submission was missing required details, which led to follow-up requests and unavoidable back and forth before the provider could proceed with verification. We understand how this can feel like unnecessary delays, particularly when timing and revenue are critical. While we guided the process and kept you informed, the approval timeline and requirements are ultimately controlled by the SMS provider and local regulations, not by our platform. That said, your feedback about the onboarding and support experience is important to us, and we’ll be using it to improve how we set expectations and guide customers through regulated SMS setups like this. If you’re open to continuing the onboarding, our team is here to help and happy to support you further.

Thank you for taking the time to share your experience. We sincerely apologize for the frustration this situation has caused. We fully understand how important it is to be able to send campaigns without disruption, and we’re truly sorry for the inconvenience and for any misunderstandings that may have occurred during the troubleshooting process. We never intend to place blame, and we genuinely appreciate the time you spent testing across different devices and browsers. Based on our investigation, we were not able to reproduce the issue on our side, nor did we receive similar reports from other customers, which leads us to believe this may have been an isolated case. That said, we recognize how disruptive this was for you, and we’re sorry it impacted your experience. Regarding the concerns you raised about billing, our senior support specialist has reached out to you directly to continue the conversation and make sure everything is reviewed thoroughly. While we cannot discuss account-specific outcomes publicly, please rest assured that every case is evaluated carefully and in accordance with our policies. If you would still like us to continue investigating the root cause of the issue or provide further clarity on what may have happened, our team remains fully available and ready to assist.

Thank you for taking the time to share your experience with us. We’re sorry to hear that the SMS estimate shown during signup felt misleading — we understand how disappointing that must have been. When you upgrade to the Pro plan, you receive monthly SMS credits equal to the price of your plan. The number of SMS messages shown during signup is always an estimate because actual SMS costs vary by country and by message length. This means the system can’t display a guaranteed fixed number, only an approximate value. In your case, you did receive your full monthly SMS allowance. The credits were used more quickly because SMS messages sent to the UK are more expensive compared to the U.S. rate used for estimation, which reduces the total number of messages that can be sent with the same credit amount. To help clarify this during signup, the plan page includes an information (“i”) icon next to the estimate, noting that the actual number of SMS may differ based on recipient country pricing. Still, we understand how this could have been confusing, and we appreciate you bringing it to our attention. We will be using your feedback to improve the clarity of our signup process — especially around how SMS estimates are communicated — to ensure this information is even clearer for future users.

Thank you for taking the time to share your feedback. We’re very sorry to hear that our pricing information felt unclear — we understand how frustrating that can be when comparing plans and getting started. On our Shopify listing, we indicate that the Standard plan starts at $16 and the Pro plan starts at $59, which is also reflected in the screenshots you shared with our support team. These starting prices apply to stores with smaller contact lists — up to 500 contacts on Standard and 2,500 contacts on Pro. During the signup process, the pricing adjusts based on the size of your audience. Since your contact list is significantly larger, the system automatically displays the plan tier that matches your sending needs. As your audience grows, the cost of email marketing increases accordingly — which is a positive sign of business growth, but we know it can also be unexpected if you’re seeing the adjusted price for the first time. If you noticed any inconsistency or something that doesn’t match what’s shown on Shopify, we’d be grateful if you could share the link or screenshots with us so we can review it right away. Transparency in pricing is very important to us, and we want to ensure everything is clear and accurate. Our support team has also followed up with you directly to further clarify how our pricing scales and to answer any additional questions you may have.

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand how frustrating this situation must have felt. At Omnisend, we take compliance with our Anti-Spam Policy very seriously to ensure that all users operate in line with industry standards and regulations. This is a key part of maintaining a safe and effective email marketing environment for everyone. When an account is found to be in violation of this policy, our Compliance team is required to take action, which may include suspending the account. While we’re unable to share specific details about individual evaluations, we hope that reviewing our Anti-Spam Policy provides more clarity on how these decisions are made and why they’re necessary. You can find our Anti-Spam Policy here: https://www.omnisend.com/anti-spam/

Obrigada por compartilhar o seu feedback e a sua experiência conosco. We’re very sorry to hear about the difficulties you experienced with your SMS campaign and understand how frustrating this must have been, especially when working with a time-sensitive promotion. After investigating the issue, our Deliverability team found that the affected messages included a bit.ly link shortener. Unfortunately, messages containing public link shorteners are often rejected by mailbox providers or mobile carriers for security and deliverability reasons. To clarify, two of your campaigns triggered this issue by including a bit.ly URL. While one of them appeared to send successfully, it still activated SMS spam filters, which then affected later campaign deliveries. To resolve this, we kindly advised resending your message without using public link shorteners. You can use Omnisend’s built-in link shortener or set up a branded custom shortener connected to your own domain for improved deliverability. Our senior support specialist remains in contact with you, and we’re here to fully assist until everything is resolved. We truly appreciate your patience and hope to have the opportunity to turn your experience into a positive one.

Thank you for taking the time to share your experience. We’re very sorry to hear about the situation you described and understand how concerning it must have felt. Please note that we identified suspicious activity on your account in a timely manner and took the necessary steps to prevent further issues while also sharing the mitigation measures with you. We found that 2-Factor Authentication (2FA) was not enabled on the account during the incident, which unfortunately made it easier for the suspicious activity to occur. To help strengthen security, we make 2FA available and always recommend that account owners enable it for an added layer of protection. We strongly recommend enabling 2FA on any digital platform, including Omnisend, to add an essential layer of protection. The security of our customers remains a top priority, and we will continue enhancing safeguards to help protect accounts.

Thank you for taking the time to share your experience. We’re truly sorry to hear that your first steps with Omnisend left you feeling disappointed, especially after the effort you put into setting things up. To clarify, the feature being retired is our built-in Product Reviews tool, not the ability to send review request emails. You can still fully use integrations like Stamped (and others such as Yotpo) to continue requesting and collecting customer reviews without any interruption. We understand how crucial reviews are for growing a store, and we’ll always support integrations that make this possible. Regarding templates, our goal is to provide a balance of ready-to-use options and customization flexibility. We’d love to better understand what felt limiting for you so that we can improve. Your feedback helps guide our product development, and we genuinely appreciate you bringing these points up. While we regret that your experience didn’t match your expectations, we hope to earn back your trust and show you the value Omnisend can bring to your store. If you’d like to continue the conversation, our team is here to help and make sure you get the setup that works best for your business.

Thank you for taking the time to share your experience, and we’re truly sorry for the frustration and delays you’ve faced. We understand how critical accurate customer data and automations are for your business, and we deeply regret the inconvenience this has caused. Please rest assured that your case has been prioritized and is currently under review by our development team. Additionally, one of our senior specialists has already reached out to you directly to follow up more closely and ensure you receive timely updates as we work toward a resolution. Your feedback is invaluable, and we’re committed to resolving this for you as quickly as possible.

Thank you for taking the time to share your experience, and first and foremost—we’re truly sorry to hear about the personal challenges you’ve been facing. We completely understand how important your email list and campaigns were to your business, and we regret that the loss of this data added stress during an already difficult time. Omnisend automatically deletes accounts that remain inactive for over 6 months, in line with our data retention policy. We do send multiple reminder emails during this period to help avoid unintended deletions, but we fully recognize that important messages can be missed—especially when life gets overwhelming. We genuinely value the trust you placed in us over the years, and while we unfortunately cannot recover deleted data, your feedback is being shared internally as we continue to evaluate how we support long-time users during periods of inactivity. If you ever decide to return, we’d be more than happy to assist with rebuilding your account and support you every step of the way. Wishing you and your business all the best.

We’re sorry to hear about your experience. While we understand your frustration, please know that your account was suspended following a violation of our Terms of Use, which all users agree to upon registration. As per those terms, accounts suspended for violations are not eligible for refunds, including any unused credits. We take platform integrity seriously and apply these policies consistently to protect all users. If you have any remaining questions, feel free to reach out to our support team directly.

We're sorry to hear about this situation. At this time, we haven’t received any direct communication from the verified account owner, but our support team is fully prepared to assist as soon as we do. If the account has been compromised, it may be due to factors outside of our app. Please know that we take security extremely seriously and are ready to cooperate fully in investigating the issue. To move forward, we kindly ask the verified account owner to contact us directly at [email protected]. Thank you for bringing this to our attention — we're committed to resolving it as quickly as possible.

Wow, what an incredible review! 🙌 We're so glad to hear that Omnisend has made such a strong impact on your email marketing. From ease of use to automation and integration, it's great to know the platform is checking all the right boxes for you. And we're especially happy to hear that our support team, and Salma in particular, made your experience even better. Thank you for taking the time to share such thoughtful feedback and for the glowing recommendation. We’re excited to keep supporting your success! Update: We hear you, and we appreciate you being upfront about this. The issues with custom events and the product recommender, especially given the extra cost involved, should have been handled faster and more effectively. Our team is working on it and we want to make sure this gets fully resolved for you.

Thanks for sharing your feedback! We’re sorry to hear that Omnisend didn’t meet your expectations. However, we’d like to clarify that we do, in fact, offer a dynamic discounts feature. Our system automatically generates unique discount codes for each customer, applies them at checkout with a single click, and even allows for reusing or refreshing the code throughout multiple emails in an automation — whichever fits your strategy best. Our support team has already provided a detailed explanation of how dynamic discounts work in Omnisend, along with the various ways you can effectively use them. We hope this has addressed your concerns and made it clear that Omnisend fully supports both dynamic and custom discounts to fit different marketing needs. Additionally, our senior support specialist has reached out to you to offer further clarification and ensure you’re making the most of Omnisend. If you have any further questions, we've got your back!

We truly appreciate you taking the time to share your experience. We completely understand how frustrating and disappointing this situation must have been for you. We never want our customers to feel that they’ve lost value, and I’d love to clarify what happened here. The SMS credits in your account were tied to your Pro plan subscription, meaning they were available as part of that plan's benefits. When a Pro plan is downgraded to Standard or Free (as in your case), the associated features — including SMS credits — are no longer accessible. We strive to make this clear by outlining that features such as unlimited emails, advanced reporting, and SMS credits are only available while the Pro plan is active. To clarify further, your Pro plan was renewed on February 6th, and since the subscription lasts for 30 days, it expired on March 8th. As of that date, your Pro plan benefits, including the free SMS credits associated with the plan, also expired, meaning they were no longer available for use. Regarding your SMS credits, the rollover applies only to the previous month’s balance, and SMS credits expire after 60 days. This means that while we can restore some of the unused credits from February if you decide to re-upgrade, credits from January have now expired and cannot be reinstated. Our senior support specialist has provided as much flexibility as possible within the system’s limitations and has thoroughly explained the reasoning behind these policies. We understand that this may not have been expected, and we regret any confusion. We’re always working to improve clarity around plan changes and credit usage, and we appreciate your feedback as we continue to refine our processes.

Thank you for sharing your experience with us, and I'm really sorry to hear about the challenges you've faced with spambots. As our support team clarified, the spambots were created in Shopify first, and that's what led to the unexpected increase in contacts on Omnisend. It’s important to note that this is something we’ve seen in other stores as well, and we are more than happy to help resolve it. We appreciate you taking the time to clean up your audience, and we’re confident that your current list now reflects only your genuine contacts. After calculating the overcharges from the last couple of months, our senior support specialist has informed you about the steps we’ve taken to correct the issue. To prevent this from happening again, we strongly recommend reaching out to Shopify’s support team. They’ll be able to pinpoint the source of the issue and help you implement safeguards like double opt-in and reCAPTCHA. Thank you again for your patience, and we're here if you need any further assistance.