Omnisend Email Marketing & SMS
Omnisend Email Marketing, Pop Ups & SMS for Shopify Stores
Rating
4.7
feedback
5,879
chart
#64
All reviews
Rating Breakdown
Review RSS Feed
March 14, 2024
HORRIBLE!!!! HORRIBLE!!!! All about this app!!!!!!! I spent over $150 on email services, only to have my first campaign canceled due to high bounced emails. I wasted 2 hours in a chat with support, waiting 10-15 minutes between responses!!!!! Eventually, they suggested I pay EXTRA to clean my email list, which I did. Yet, the campaign was paused AGAIN due to high bounced emails. The customer support is abysmal. DO NOT BUY from them!
Hello there, and thank you for taking the time to leave a review! We're truly sorry to hear about your disappointing experience with our services. Upon reviewing your account and the circumstances surrounding your campaign, it appears that in addition to the high bounce rate of your contacts, the spam rate has also exceeded the tolerated rate, which is 0.1%. While the cleaning list feature helped filter out risky contacts that could bounce, the spam rate could only be addressed by unsubscribing lapsed email subscribers. This was the second step of the solution provided by our team to ensure a clean list that doesn't harm your sending reputation. To facilitate this process for you, we have created a segment in your account specifically for lapsed email subscribers. You simply need to access it and unsubscribe all contacts within it. Once you've completed this step, we will be more than happy to restore your sending ability. Our senior support representative has reached out to you with additional information on this matter. Please respond to them in the chat to get your account unpaused. We appreciate your understanding and thank you for bringing these concerns to our attention. Should you have any further questions or require assistance in the future, please don't hesitate to reach out!
March 5, 2024
Their automations don't work, and customer support is awful. I sent them a screenshot of their own app (the flow creation section), clear and precise and they said it's not part of their app but a screenshot of Shopify. After sending them the link they admitted it was their app. The customer support haven't even used the app themselves obviously. Deleted and Installed the app twice, and tested a simple abandoned cart recovery automation multiple times and it doesn't work. Customer support is little to no help. Only a waste of time. Their email editor is also broken. You have to refresh it every minute because it stops responding and gets stuck. Wasting lots of hours when making an automation flow. We are moving to a better marketing app. Think twice before spending hours creating automations and flows that won't work.
Hello there! Thank you for sharing your experience. We sincerely apologize for the inconvenience you've encountered with our platform and customer support. At Omnisend, we are actively working to address any issues our customers raise, and your case is no exception! Your feedback is invaluable, and we're committed to enhancing our services. To address your concerns directly, our support representative has reached out to you. We appreciate your patience and the opportunity to assist you in resolving these matters.
Feb. 29, 2024
We had to verify our domains in the app. my developer did that and passed the ownership back to me. For over a week now I try to get back the ownerhip, set up payment and send emails. The team from omnisend does not only not read the former chat, but still brings me back to the same problems we could not solve from our side. -I can not add myself in primary store setting with my email as admin, so I can not, pay, ergo no emails in our campaigns for over a week.. I did also send the store ID where we have the problem with, but hey, the log in into the other store (different ID ) and tell me there is no issue. Best is the question to change my shopify store email so its matching the email I would use in their system as admin or owner!! Sure. Customer service is slow, does not solve problems and is not willing to give a discount or any reach out for creating the problems and not following up correctly. I don´t switch to mailchimp because I have omnisend also on another shop. Stay away if you are into customer service and fast help and depend on your mailer.
Hello there! We appreciate your detailed feedback regarding your experience with Omnisend! We understand the importance of swift and effective customer support and regret any inconvenience caused by the delays and difficulties you've faced. While reviewing the conversation, we noticed that our Support Team attempted to get back to you as fast as possible, providing multiple follow-ups to ensure your conversation isn't forgotten. We recognize that the entire resolution process took longer than expected, and we're committed to addressing any issues to improve our services. Regarding your concern about the ownership transfer and Shopify admin email, we want to highlight that a critical security measure is in place. This process is designed to ensure the secure transfer of ownership to the rightful owner. While we understand that it may cause inconveniences, it is necessary to employ a sufficient level of security to safeguard your account and data. We are also glad to hear that our Support team eventually assisted you with the ownership transfer and an upgrade. However, we recognize that the process took longer than expected. We will review and improve our procedures to prevent similar issues in the future. If you have any questions or need any assistance, do not hesitate to contact our Support Team. We are available 24/7 and can be reached via In-app chat or email at [email protected]. Have a great day!
Feb. 28, 2024
Omnisend's accountability and customer service is lost to me as of recent, as trying to update my name servers led to another user taking over my account. Despite being repeatedly told that they would resolve the issue within 24-48 hours, I have not received any assistance in 6 days, preventing me from sending critical emails and impacting my livelihood. Unfortunately, tech support has been unhelpful and failed to follow up on their promises. Omnisend used to provide excellent service, but currently, I am left without a solution.
Hello there! We sincerely apologize for any inconvenience you've experienced with Omnisend and greatly appreciate your patience during this challenging time. We understand the critical nature of your situation and regret that you've had to navigate through such a circumstance. We want to clarify that the 24-48 hour timeframe is an estimated response time for our Tech Support team to provide insights, ask additional questions, or offer solutions. Please note that the resolution time may vary based on the complexity of the issue. Despite this, we are committed to addressing inquiries promptly and regret any confusion surrounding this matter. It's crucial to emphasize that the domain records authentication issue is unrelated to another user taking over your account. We value your patience and cooperation in swiftly resolving this matter. We're pleased to see that our support team guided you through steps to address the issue of another user taking over your account. We're also delighted to confirm that your domain records issue and concerns about excessive contacts have been successfully resolved! Your feedback is highly valuable to us, and we take it seriously. We are actively working to enhance our communication and support processes to prevent similar issues in the future. Once again, we apologize for any inconvenience caused and sincerely appreciate your understanding. If you have any further concerns or require additional assistance, please don't hesitate to reach out to our support team. We are available 24/7 and can be reached via In-app chat or email at [email protected]. Thank you for bringing this to our attention!
Feb. 24, 2024
The worst app I ever deal with I been trying for the last 10 days to get support or anything all what I got is nothing They charge me 718 to use sms services and they send me email that I can’t use the sms service and they refuse to refund me They charge me every month 988$ witch is Mailchimp charge only 400 $ for 1.2m email Still till now no support no money back and also they charge me for the last 4 month 160 extra for sms that I couldn’t use I WILL SUBMIT THE CONVERSATION BETWWEN US SO YOU CAN BE AWARE THERES NO COUSTOMER SUPPORT HERE
Hello there! We appreciate your patience and sincerely apologize for the challenges you've faced. We understand the importance of reliable support and are committed to resolving any issue you might have promptly. We've reviewed your case, and it seems there might be some confusion regarding the SMS service and its compatibility with the content being sent. Regarding the SMS service, it appears that there might be issues beyond our control, such as the content being blocked by operators due to its nature. We recommend reviewing the content to ensure it complies with regulations to avoid such problems in the future. As for the charges, we acknowledge your concerns about the pricing discrepancy. We would like to clarify that the upgrade to the Pro plan incurs a prorated charge, and we have initiated a refund of $718 for the SMS service that couldn't be utilized. Please check your account for the refund, it should have arrived by now. In terms of ongoing support, we are taking steps to improve our customer service and ensure you have a more positive experience in the future. We appreciate your feedback and value your business. If there are any further concerns or if you have additional questions, please don't hesitate to reach out to us directly. Thank you for bringing this to our attention, and we look forward to resolving any remaining issues promptly. Our Support representative has reached out to you with more details on the matter.
Feb. 10, 2024
horrible couldn't connect to the store. customer support did not reach out to me. they say its a simple set-up but my situation was anything but simple
Hello and thank you for taking the time to leave a review! We're sorry to hear that you've encountered issues while connecting your store. We also noticed that you're already in touch with our Support team, and they've assisted you with store connection. They found out that the issue is stemming from the custom theme that you're using with the store. Please reach out to the theme developer for more insights on the issue.
Feb. 15, 2024
Would like to say something positive about the app but I have tried reaching out to multiple support people without as much as an email back. They simply never reply to any questions. Their internal investigation must have been really poor, because I have clearly reached out to omnisend on 15/12/2023 (Jordan Walden) and on 31/01/2024 via [email protected]
Hello, Thank you for taking the time to leave a review! We appreciate your feedback. After conducting an internal investigation, we couldn't locate any messages from your account. Ensuring a positive experience for our users is our top priority. To assist you promptly, could you please provide more details about the issues you encountered, along with the email address used for contacting us? For priority assistance, feel free to reach out to [email protected]. Hello, Thank you for taking the time to leave a review. We appreciate your feedback. After conducting an internal investigation, we couldn't locate any messages from your account. Ensuring a positive experience for our users is our top priority. To assist you promptly, could you please provide more details about the issues you encountered, along with the email address used for contacting us? For priority assistance, feel free to reach out to [email protected]. Your feedback is invaluable to us, and we are actively working to enhance our support services.
Jan. 24, 2024
Free ESP features with a hefty price tag, confusing pricing, and 1-star customer service. Omnisend's email automations are easy to set up and use. That's the only good thing I can and will say about this ESP. The pricing: confusing They nickel and dime you for every feature. My bill has more than doubled in less than two years. The features certainly have not. The features: rigid If you're a seasoned email marketer, you're going to be frustrated by the lack of available features and customizations. If you're going to rely on Omnisend's templates, please run. They are awful and not at all customizable beyond colors and fonts (if they even have your font). You're going to spend a LOT of time creating emails and making them look good. The reporting: What reporting? Stop expecting customers with small list sizes to pay hundreds of dollars a month for impactful reporting. Every metric that will help you is paywalled. If you're not a data-driven organization, this ESP is for you. If you're not data-driven, fix that TODAY. The customer service: A joke Every time I've run into an issue - which is often - the customer service is lackluster and lacks accountability or follow-through. Documentation online of often outdated and/or missing key information. As a company: Disappointing I stopped using Omnisend after getting an invite to a virtual summit a couple of years ago and there were ZERO women speakers. It's 2024. You couldn't find one non-white man to speak on a panel? Embarrassing.
Hello! Thank you for taking the time to share your feedback. We appreciate your input and apologize for any frustration you've experienced. We're continuously working to improve our platform, and your insights are invaluable. We understand your concerns and are actively addressing them to enhance the overall user experience. If you have any specific suggestions or questions, please feel free to reach out to our support team. We value your feedback and are committed to ensuring a positive experience for all users.
Jan. 18, 2024
ive used omnisend for years.. had to take a pause because of my illness.. just to come back and find theyve deleted EVERYTHING.. i worked over 10 years to build that list.. and they cant even show some emphaty.. dont trust this company with your lifes work. also they said theyve sent multiple warning emails.. i checked, doublechecked.. triplechecked.. no emails at all, last email is from support. so if you dont use the account for 6 months.. whatever happens.. all your hard work will be deleted. ILL NEVER COME BACK YOU RUINED MY LIFE. and not having a backup is even worse for a company like yours, that i spent a lot of money on.
Hello there! Thank you for sharing your experience with Omnisend. After reviewing our system logs, it appears that the intended notifications were indeed sent out as part of our standard process to the inbox you provided us with on May 27th, 2021, June 6th, 2021, and June 9th, 2021. We understand the frustration this might have caused and appreciate your openness in discussing the matter. We understand the immense effort and time you've invested in building your list over the past 10 years, and we genuinely regret any inconvenience this has caused. If you have additional concerns or specific issues you'd like us to address, please don't hesitate to reach out at [email protected]. We are here to assist you and are dedicated to resolving any outstanding matters to the best of our ability.
Dec. 20, 2023
stay away from this app. After you put your credit card, there is no way to get rid of it. You can not uninstall. After you install it, there is no way to uninstall. So, just stay away ! They just inform you the price is bigger, and there is nothing you can do. Paymnets will be made automatically.
Using app
8 months
Total reviews
1
Average rating
1.0
Hello! Thank you for taking the time to share your feedback with us! We truly value your input and want to ensure a positive experience for all our users. Here are some insights to address your concerns: Omnisend can be easily uninstalled following Shopify's standard procedure. Head to your Shopify admin, go to Settings > Apps and sales channels, click on Omnisend, and simply select "Uninstall app." It's as simple as that! We also want to assure you that users can effortlessly cancel their subscriptions and remove payment data anytime. Just refer to our knowledge base for step-by-step instructions, or reach out to our support team. We're here to assist you with a smile! Lastly, the automatic adjustments based on list size are transparently communicated in our terms of use and knowledge base. We believe in openness and making sure our users have all the necessary details about our pricing structure. If you have any questions or need assistance, our Support Team is available 24/7 through in-app chat or via email at [email protected]. We're here to help and wish you a fantastic day ahead!
Nov. 20, 2023
Changed the plan and increased my tier fee automaticly but without any notification! I have paid more and they refuse to give me the refund!
Hello there! Thanks for taking the time to leave a review! We understand that changes in pricing can be unexpected, therefore we made an effort to notify our customers in advance so that they could make informed decisions regarding their subscriptions. As we can see, you were in touch with our Support team where they clarified the situation and offered their assistance. Our support representative has already reached out to you with more details on this matter. If you have any questions or need any assistance, do not hesitate to contact our Support Team, we are available 24/7 and can be reached via In-app chat or email at [email protected]. Thank you for making a difference!
Oct. 27, 2023
Increased price to $132 without notice. $100 more than what I was previously paying. Customer service is terrible. Their website provides false information/advertising.
Hello there! Thank you for sharing your recent experience with our service. Please accept our most sincere apologies for the delay in our response. Here at Omnisend we believe in transparency with our customers. Our pricing can always be checked in our dedicated page below: https://www.omnisend.com/pricing/ Indeed, we see that your plan did increase, but please keep in mind that our billing system works as follows: Each billing day we calculate how many subscribers and non-subscribers you have in your Audience → this puts you in a price tier, which is the fee that we charge. Previously, you were charged for 2,607 billable contacts up until September, your audience then increased to 9,286 billable contacts thus increasing the price you were charged. We understand how overwhelming it can be to face such increment in your billing, but if you should feel the need to decrease such fee, we always recommend segmenting inactive contacts and unsubscribing them to avoid such increase. We greatly appreciate your feedback once more. If you require further assistance or have any specific concerns, our customer support team is available 24/7 and can be reached via in-app chat or email at [email protected]. Have a great day!
Oct. 26, 2023
I have had some issues with Omnisend since beginning using it, from it's limitation of sizing (popups) to a few other things. But today, I put the account on a freeze to explore some options and better looks, and they charged me for the freeze and also charged me for the next month of service. Doesn't get much more corrupt than that. I reached out to support (which they make difficult) and go a non-answer answer of let me pass this to someone else. Taking this and the price increases into account. I would advise against using Omnisend anymore, but be careful how you get out. They may charge you more for leaving.
Hi there, we appreciate you for taking the time to leave Omnisend a review. We apologize for not being able to get back to you sooner on the matter. Indeed, freezing your account does have a fee and see that you were charged for your subscription before freezing your account. Our billing team refunded the charge for such subscription as soon as you reached out to our support team to assist on the matter. As for experiencing certain inconveniences with our product, please do not hesitate to reach out to our support team at [email protected], and our team will be more than to assist on any questions or concerns you may have. Have a wonderful day.
Oct. 23, 2023
I've cancelled this and they keep charging me!
Hello there, and thank you for taking the time to leave Omnisend a review. We checked your account and see that your SMS subscription at the time was active thus were charged, when trying to cancel a plan and no success, you may always reach out to our support team at [email protected] to assist on the matter. Here at Omnisend we like to provide our customers with the best service possible, our team has gone ahead and cancelled and refunded such charge, so you will no longer encounter such issues. If you should need any further assistance, please feel free to reach out to our support team, and we will be more than happy to help. We wish you and your store the best. Have a great day!
Oct. 16, 2023
Scammers. Their support agent are kidding with people.
Hello there, and thank you for taking the time to submit your feedback about Omnisend! We're sorry to hear about your negative experience with Omnisend. We deeply value your feedback and are devoted to addressing your issues and concerns. Regarding your request, unfortunately there was a bit of misunderstanding from one of our team members but once that was clarified, we were happy to provide you with the desired refund. Our customer's satisfaction is very important to us, and always pledge to resolve any issues encountered. If there is anything else we can do for you to enhance your experience or would need any further assistance, please feel free to reach out [email protected] and our team will be more than happy to assist. Have a wonderful day ahead!
Oct. 9, 2023
My SMS no longer works even though i still have enough SMS credits. They said I need to verify the phone number but doesn't allow me to verify it until my store goes alive. I'm not ready for launching the store yet without knowing if the app will work. The support is very unhelpful. The online chat replies to me very slow, sometimes takes days. Now i'm stuck and can't use the SMS
Hey there! Thank you for taking the time to share your feedback. We understand that you have concerns regarding not receiving your SMS messages and apologize the inconvenience you have faced. Please rest assured that your case has not been forgotten, our team is thoroughly investigating such matter and will get back to you as soon as they have found the root cause if any. Here at Omnisend we strive to give our customers the best experience as possible and will reach out as soon as we receive a response from our team. Your patience and understanding is greatly appreciated. Have a wonderful week!
Oct. 3, 2023
Emails add links with 12x34y.myshopify.com URLs and not the store's primary domain name with no way to fix. Also, in their email editor, if you add inline links, they don't work when sent despite having a link and being a different color in the editor. Customer support doesn't know how to fix either of these issues. They said it would take 24-48 hours to see if there was a solution and then took an hour and a half to actually escalate my concern. Their timeframe to address basic problems shows they don't understand marketing. Update: They got back to me and said this was normal and fine because the URL gets redirected. So they didn't listen to me saying over and over and over that it was not what I wanted. Now, another 24 hours to wait after saying it's not fine and repeating myself. I have to ask for this to be fixed again. Such a frustrating experience. Every time you talk with them you go back to an expediter-type person who then relays your message back to them. So this "they respond in a few minutes" is true but not by anyone who can help. This apps customer support is the absolute worst of the worst. Please god let me talk to Comcast instead!
Hey there! Thank you for taking the time to share your feedback regarding our service. We genuinely appreciate your input, as it helps us continuously improve and better serve our customers. We understand that you have concerns regarding the use of URLs with the myshopify.com domain usage and the behavior of inline links in emails. Our system employs this format for tracking and redirecting links to ensure a seamless user experience. This redirection allows us to monitor the performance of the links, ultimately benefiting all our customers. We understand your preference for a different link structure, however, our system adheres to this standardized approach for all users. In terms of customer support, we strive to provide timely and effective assistance to all our customers. We regret if you felt your experience did not meet your expectations. We always value respectful and constructive conversations with our customers and aim to resolve their concerns promptly. If there is anything specific we can do to address your concerns or further assist you, please feel free to reach out directly to our support team. We are here to help and ensure your satisfaction. Thank you for being a part of our community.
Aug. 31, 2023
Ich bin in letzter Zeit Sehr unzufrieden mit dem Support. Lange Wartezeiten auf Rückmeldungen und dann kommen antworten , mit denen man nichts anfangen kann. Bei diesen überteuerten Preise der App, erwartet man wenigstens einen besseren Support. Aktuell bin ich sehr unzufrieden und kann Omnisend nicht weiterempfehlen!
Hello! Thank you for sharing your recent experience with our support team. We apologize for the frustration you encountered. Your feedback is valuable, and we'll take it into consideration while improving the quality of our service. Regarding your inquiry about sending newsletters that redirect to your Amazon products and offering discounts, you can include Amazon links in your newsletters. However, implementing automatic discounts for Amazon products via Omnisend is not currently supported. We have noted your request for future consideration. We hope you'll consider giving us another opportunity to meet your expectations. If you have further questions, please don't hesitate to reach out.
Aug. 22, 2023
I've been studying this app for the past few days, and I've discovered a major flaw that I hadn't noticed before. Welcome emails are only sent when using the Omnisend pop-up subscription. For instance, new subscribers to my store receive a 15% discount. However, if a customer registers an account or subscribes via a Shopify page, this app does not send the discount and welcome email. I realized this issue when I noticed that I had 40 people subscribe in one day, but the app only sent out 5 welcome emails. This means the other 35 new customers did not receive my discount email. It's hard for me to estimate how many orders this has cost me Easy to use and set up, but expensive. Sending emails like this is a basic feature that shopify should provide. This app increases in cost as your customers increase and keep increasing. You can't change it, only delete it.
Thank you for sharing your thoughts with us! We understand your concern regarding the welcome email functionality and its compatibility with different subscriber sources. We would like to reassure you that our Welcome Workflow is designed to be compatible not only with Omnisend forms but also with standard Shopify forms. Furthermore, we have a solution in place for contacts falling outside of these categories to ensure that no potential sales are lost. We understand your frustration regarding the discrepancy between the number of subscribers and the number of welcome emails sent. It's important to note that your concern has been noted and is being addressed proactively by our support team. Our support representative has reached out to you with detailed instructions on how to ensure that your welcome emails reach all your subscribers, regardless of their source of subscription. We want to emphasize that our customer support is readily available to assist users with any questions or concerns they may have. It's regrettable that you hadn't reached out to us prior to leaving your review, as our support team would have been more than happy to guide you through the steps to achieve the desired result. We're also pleased to hear that you found Omnisend easy to use and set up. We understand that pricing can be a concern, and we do want to clarify that our pricing structure depends on the number of billable contacts you have in your account. We're continuously working to offer value for the investment made and enhance the experience for our users. Our support representative has reached out to you with more information about our billing system. If you have any questions or need any assistance, do not hesitate to contact our Support Team, we are available 24/7 and can be reached via In-app chat or email at [email protected]. Have a good one!
Aug. 9, 2023
I am not very happy, very bad first impression of Omnisend. Downloaded app 5 days ago. Process was pretty easy in the beginning to set up but then I hit a wall by not being able to verify my domain. It's been 5 days yet nobody has helped me solve this problem, my business has been unable to send out marketing campaigns and it's been 12 hours since I last spoke with someone in customer service who basically ignored me. Terrible way to start things and it's hurting my business.
Hello there, and thank you for taking the time to submit your feedback about Omnisend! We're sorry to hear about your negative experience with Omnisend. We deeply value your feedback and are committed to addressing your concerns. We want to clarify that we take every customer's concerns seriously, and we truly understand the impact that technical difficulties can have on your business operations. We'd like to provide some insights into the situation you've described: While it might have seemed like there was a delay in resolving your domain verification issue, please know that our team was actively working on it behind the scenes. We're sorry if there was any perception of being ignored; that was certainly not our intention, as our agents attempted to reply to your messages in a timely fashion and were informing you of every escalation they had to make. Our aim is to make sure every customer receives the assistance they need as soon as possible. We understand that email deliverability is crucial for your marketing campaigns, and we're glad to see that the domain verification issue has been successfully resolved with the help of our Support Team at the time this review went live. Your business can now resume sending out campaigns without any hindrance. We acknowledge that a smooth and efficient onboarding experience is vital, and we're taking steps to improve our processes based on your feedback. Your input helps us refine our services to better serve our valued customers like you. Should you have any further questions, concerns, or require assistance in the future, please don't hesitate to reach out. We're here to support you in making the most of our platform for your business success.