Omnisend Email Marketing & SMS
Omnisend Email Marketing, Pop Ups & SMS for Shopify Stores
Rating
4.8
feedback
2,870
chart
#53
All reviews
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Nov. 29, 2024
Bad customer service. Unreliable email sends.
We’re truly sorry to hear that the support we provided fell short of your expectations. We sincerely apologize for the inconvenience caused by the slight delay in delivering your emails. We understand how critical timely communication is, and we deeply regret any impact this may have had on your campaigns. Please rest assured that the issue was resolved the same day, after a few hours. Following up on the matter, our senior support specialist reached out to offer further assistance and ensure everything was fully addressed. We are continually working to improve and will take steps to prevent such situations from occurring in the future. If you have any questions or concerns, please don’t hesitate to reach out. Your feedback is incredibly important to us, and we are committed to earning back your trust and improving your experience with Omnisend.
Nov. 13, 2024
They will increase price for no reason, and stop giving you options to choose. the first time they over charged me by 70 dollars, I contacted them, got a refund, and this time they went from 30 40 a month to 80 a month, WITHOUT notifying me.
Thank you for sharing your concerns with us. We truly value your feedback and would like to provide some clarity regarding how our quarterly plans work and address your billing inquiry. The quarterly plan you initially subscribed to was a one-time offer that included a 30% discount. Once the 3-month period ended, your account automatically transitioned to a monthly plan based on your contact tier, as the quarterly discount is no longer active. When you first upgraded, your contact tier allowed up to 4,500 billable contacts, which was priced at $75/month under the discounted quarterly plan. However, we noticed your billable contacts have now increased to 4,510, which has placed your account into the $80/month tier. This change, combined with the shift to a monthly plan, explains the difference in your most recent charge. Our senior billing specialist has already reached out to you to provide a more detailed explanation and offer a personalized plan based on your needs. Please check your in-app messages or email for further details. We appreciate your understanding, and we’re here to assist you further if you have any additional questions or need further clarification.
Oct. 4, 2025
2025 Oct 5th. Again ,we are charged $190 each month as we are told that we reach the contact limit .They charge us $20 more for 500 more contacts . DO NOT USE THIS APP AT THE VERY BEGINNING ! AS THEY ARE SO SO EXPENSIVE ,THEY CONTINUE CHARGING MORE MONEY ! THE MOST DISGUSTING APP I HAD EVEN HAD . THIS APP ALWAYS CHARGE EXTRA MONEY WITHOUT OUR PERMISSION .We are charged additional $69 on Oct 26th except for the $183 monthly billing ,and they told us to give us 180000 credit ,we actually use 18282. TOO EXPENSIVE .NEVER USE THIS COMPANY . Again ,this app charged us more money, and do not let us send emails . They charged us $180 usd in Jul.
Thank you for taking the time to share your experience. We’re sorry to hear about the frustration you’ve faced regarding billing and contact limits, and we completely understand how this can be confusing. The reason you’re seeing these additional charges is that your account has exceeded 100% of the contact reach limit included in your current plan. For example, if your plan allows sending to up to 10,000 billable contacts and you reach out to more than that number, the system automatically notifies you and pauses further sending until the plan is upgraded. This ensures fair and transparent usage across all accounts. It’s important to note that the Fixed Tier Plan has always been designed with this limitation, and the contact count resets at the start of each billing period. To continue sending, an upgrade to the next available tier is required, after which the restriction banner will be lifted. As your audience continues to grow, so do the needs of your email marketing. Since you’re now reaching more people than your current subscription tier allows, upgrading ensures that you can keep engaging your expanding customer base without interruptions. We appreciate you giving us the opportunity to address your concerns and look forward to supporting you moving forward.
Oct. 24, 2024
BE AWARE - they don't disclose this before installing the app. "Kindly note that as of now, the Omnisend logo can only be removed from your Forms and Campaigns if you are subscribed to one of our paid plans, either the Standard or Pro plan." I could maybe go with Omnisend logos showing up on the bottom of an email, but not on a sign-up popup! That makes the free plan pretty much useless. Also, they failed with the first try of communication. After a long wait, I received a quick reply that didn't address all my questions, and then they just stopped responding altogether. I spent an entire day trying to figure out how this app works, but at least I discovered these issues early, giving me the chance to switch to a different app. It makes me wonder, how can you build a business with this kind of customer treatment?
Thank you for taking the time to share your experience with us, and I’m truly sorry to hear that it fell short of your expectations. I understand how frustrating it must have been to discover the Omnisend logo on your sign-up popup and to feel that our response didn’t fully address your concerns. That’s not the experience we aim to provide, and your feedback helps us improve. The Omnisend logo appears on forms and emails within the Free plan as part of a balance that allows us to provide powerful tools at no cost. With the Free plan, we offer a suite of advanced marketing features – including automations, forms, product reviews, integrations, SMS and push notifications channels, as well as live chat support available 24/7, 365 days a year – all of which can be explored without a paid subscription. Having our logo on communications created within the Free plan helps us keep it accessible and free, while also allowing businesses to use many of the same capabilities found in paid plans. This way, we can continue supporting businesses of all sizes, including those just starting out, while also offering a seamless upgrade path that removes the logo for those ready to access even more premium features. I’m sorry to hear that our first response missed the mark; that’s certainly not the standard of support we aim to deliver. As we approach Black Friday and Cyber Monday, our response times might be a tiny bit longer than usual, but please rest assured that we’re doing our best to assist everyone as quickly as possible. If there’s anything we can still clarify or assist you with, please let us know – we’d love the chance to make it right. Thank you again for helping us improve, and we wish you all the best with your email marketing journey.
Sept. 19, 2024
These emails are moving to promotions in Gmail which is having less chance of getting it recovered
Thank you for sharing your feedback with us. We understand the issue you’re facing, and our senior support specialist has reached out via email with more details and suggestions to assist you. Our system is built to deliver emails directly to the main inbox. However, inbox placement can vary depending on the recipient's settings. For example, in Gmail, emails may land in the Promotions tab if tabs are enabled, or they may be affected by strong spam filters. This is something neither we nor any email marketing platform can fully control. It's important to note that the Promotions tab is part of the main inbox, not a spam folder, and many users actively engage with it. We kindly invite you to check the email our senior support specialist sent and feel free to discuss this topic further or raise any concerns you might have. We’re at your disposal and happy to assist!
Sept. 15, 2024
"In four months, the monthly fee increased from 20 USD to 100 USD. Why are the charges getting higher and higher? No detailed fee breakdown has been provided, nor has any explanation been given as to why the charges keep increasing.
Thank you for taking the time to share your feedback. We understand your concerns, and I want to let you know that our senior customer support specialist has already reached out to you via email with a detailed breakdown of your charges and an explanation of the pricing increase. To provide a more general overview, our billing system works based on the size of your audience. Each billing cycle, we calculate the number of subscribers and non-subscribers you have, which places you in a specific pricing tier. As your contact list grows, this requires more email credits, which is reflected in your subscription cost. It’s actually a good sign for your business that your contact base has increased, but we understand that rising costs can be concerning. If you’d like to reduce your fee, we recommend cleaning your list by removing inactive or old contacts who aren’t engaging with your emails. Segmenting your audience can help lower costs, and you can follow these instructions to do so: https://support.omnisend.com/en/articles/1061868-segmenting-inactive-contacts. We hope this helps clarify the situation, and if you have any further questions, feel free to reply to the email we've sent to you. We will be happy to further clarify any concerns you might have. We’re here to help ensure that you’re getting the best value from our service.
Aug. 15, 2024
STAY CLEAR - I would say stay away from this company if you would like customer support. They don’t provide anything but empty promises and ongoing stress. The only lady that has been helpful was the one that set it up but apart from that it’s terrible. They charge you for a subscription you can’t even access and when you ask for a refund they say well it’s because there was still emails getting sent out you still have to pay. ( what a joke because I couldn’t even get access to the account ) went to my bank and forced the refund on Omnisend as it wasn’t suppling the full goods or service I was paying for. And now the stupid company won’t disconnect from my website and keep sending me emails saying I need to pay money for sms credits but they confirm my account has been cancelled and closed off? But no it hasn’t as if I go on my website the automations are still running, but now I’m not paying so what a nightmare. Sort your workflow and customer accounts out as I don’t want to be associated with omnisend anymore. Remove my details and unlink from my website. Enough is enough!!!
Hello there, Hello, I’m truly sorry to hear about the challenges you’ve faced and the frustration it’s caused. We understand how important it is for our customers to have a smooth experience. I want to assure you that a senior representative reached out to you previously to confirm the account deletion and provided details about the charges. Additionally, the refund you requested was processed 21 days ago. If you’re still encountering issues or have further concerns, please review the email from our senior agent. Your feedback is important to us, and we’re here to help resolve any remaining issues. Thank you for your understanding and patience.
Aug. 2, 2024
This app was good, untill they started deceiving their customers. At first, the payment was based on how many emails and sms messages can you send, now they are doing some tricky way to take money from you, and they are charging on the amount of subscribers you have. We have just 600 active subscribers, and they are charging us like we have 3000 +. HIGHLY AVOID THIS APP!!!
Hello there, Thank you for sharing your feedback. We apologize for any confusion and frustration you’ve experienced regarding our pricing structure. Our billing system is designed to be transparent and fair, charging based on the number of subscribers and non-subscribers in your audience. A senior agent has already reached out to address your concerns and provide clarification. Please respond to their email so we can assist you further and resolve any issues. We appreciate your patience and understanding as we work to improve your experience with our service.
July 13, 2024
App is not working for couple of days, I can't contact with support. Very poor quality.
Hello there, Thank you for your feedback. We apologize for the inconvenience you've experienced with our app and the difficulty in reaching our support team. We understand the frustration this situation has caused and are committed to resolving the issue as quickly as possible. A senior representative has reached out to you to assist with this matter. Please respond to their email at your earliest convenience so we can provide the support you need. We appreciate your patience and understanding as we work to improve your experience with our service.
July 15, 2024
UPDATE: No resolution has been reached, and the only pricing you offer is for the quantity of emails and messages sent. Very nice smoke and mirrors response. Omnisend keeps increasing the price of our subscription, hoping we won't notice. Since we don't send out emails monthly, they now charge us $25 a month for sending zero emails. Additionally, we currently don't use their services; we just maintain our subscription to collect emails. Additionally, we placed a hold on the card we were using until we could contact Omnisend. However, we were required to pay our invoice before being able to contact support. This is extremely poor service and reflects the platform's prioritization of greed over customer care.
Good day, Brian! Thank you for updating your review. We apologize if it appeared that your request was ignored. Our senior representative has reached out to you previously with a suggested solution but did not receive a confirmation. Based on your latest update, we have reached out to you again to assist with your issue. For your privacy, we recommend getting back to us via the email sent by our senior representative. This will allow us to address your concerns more effectively without disclosing private details publicly. We appreciate your cooperation and look forward to resolving this matter for you. ------------------------------------------ Original reply: Hello there, Thank you for your feedback. We apologize for any frustration and confusion caused by our billing system. To clarify, our billing system calculates the number of subscribers and non-subscribers in your audience each billing cycle, which determines your price tier. As your audience size has increased, the subscription cost has also increased accordingly. Your account remains active with Omnisend, which is why you continue to incur charges. If you no longer wish to be billed, please ensure you cancel your subscription. A senior representative has reached out to you to discuss this matter in detail and assist you with any further questions or concerns. Please respond to their email at your earliest convenience. We appreciate your understanding and are committed to improving your experience with our service.
July 5, 2024
Wouldn't refund me after 2 hours into the subscription and no functions were used. Customer service refuses to contact me.
Hello there, Firstly, I apologize for any inconvenience you may have experienced. We genuinely value our customers and strive to provide the best possible service. I understand your frustration, and I want to clarify that your refund request was not ignored. Our team was actively working to find a workaround to increase your sending limit in the hopes of keeping you as one of our valued customers. However, as per your request, I would like to inform you that a refund was issued on July 5. You should see the funds transferred to your bank account within 5 to 10 days. If you have any further concerns or need additional assistance, please feel free to reach out to us.
July 2, 2024
They are taking advantage of customers. Despite preventing me from sending SMS, they refuse to refund my money. In 2024, paying for email sends is outdated when other services offer unlimited emails with their plans. They won't let me use SMS but won't return my funds either. Diego behaves like a con artist. Initially, when I asked for a refund, he ignored my messages over several days. Later, when I tried sending an SMS out of frustration, he claimed I forfeited my refund eligibility for attempting to use the service. This platform isn't user-friendly; you can't buy SMS credits as needed but must subscribe upfront. If you want to add credits for a specific message, you have to contact their team via chat and wait 4-8 hours for them to charge your card manually. Despite sending an SMS to 21,000 contacts, not one person visited the website, suggesting the message didn't go through. Plus, they don't provide a dedicated toll-free number; instead, they share one with other businesses, leading to confusion among customers receiving messages from multiple sources. Overall, Omnisend is utterly disappointing. Try Postscript instead.
Hello there, Thank you for your detailed feedback. We sincerely apologize for any inconvenience you've experienced. The situation arose due to a high volume of SMS messages sent after a long period of inactivity, resulting in a significant unsubscribe rate. Specifically, more than 48,000 SMS messages were sent in 5 days, which goes against the best practices of SMS marketing and the reasonable frequency principle advised by TCPA. Additionally, the TCPA mandates that telemarketing calls, including SMS marketing messages, must not be made to residential telephone subscribers before 8 AM or after 9 PM (local time of the recipient). While we have this setting enabled by default in Omnisend, it was manually disabled on your end. Unfortunately, due to this usage, it is not possible to proceed with a refund. We encourage you to follow best practices for SMS marketing to ensure optimal results and compliance. Our team is here to help you navigate these guidelines and improve your campaign effectiveness, in the future. A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We appreciate your understanding and cooperation as we work towards a satisfactory resolution.
May 16, 2024
When I purchased the play package and was ready to send my EDM, they abruptly terminated my campaign for not paying them an additional $1.45 for mailbox cleanup. Such hidden charges are hilarious, I hope shopify officials review these apps properly, it really gives a bad experience at all, paying an extra fee after paying a fee is not stated in the official app description.
Hello there, Thank you for sharing your feedback. We apologize for the inconvenience and frustration caused by the additional charge for the contact list cleanup. Your experience is important to us, and we regret any negative impression this has given. Your account was paused due to the high bounce rate of the latest campaign you sent at that time. Once your list was cleaned, your account was restored. Please know that this is not a limitation on our end, nor a means to make you pay extra. High bounce rates can damage your sender reputation in the long run. Additionally, the list cleaning feature is not a hidden fee and is not related to your plan. Any user, regardless of their plan, may need to clean their list if its quality is not good. A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We are committed to resolving this matter and improving our service.
May 15, 2024
Avoid at all costs!!!! After learning they do not sync subscribers by default with shopify (at least on our account), we ended up activating the auto sync setting and still had issues with omnisend sending to unsubscribed users a week after syncing. We have been having constant syncing issues between omnisend and shopify. We signed up 2 weeks ago and have had problems from the start. We sent a total of 3 subscriber email campaigns in the first week to our subscribers and later a few test campaigns to 5-7 of our own emails. We stopped because we were receiving higher than normal spam rate on google postmaster we later found out that omnisend was still sending emails to unsubscribed users even after syncing. Omnisend was NOT showing any spam in their reports. We asked politely to refund the services since it is not working and then we could then cancel it. They refused saying that we sent emails already, even though their app was malfunctioning and sending to unsubscribed users when it shouldn't have. They sent us a few reasons why they COULD issue a refund. One being "a customer cannot use the features over the period they have paid for it due to a system malfunction and unexpected issue caused by it". We have not been able to use their service due to the syncing malfunction but they still refuse to refund us. We gave them 4 opportunities throughout a chain of emails to refund us and they repeatedly tried to convince us to continue to use their app and saying they won't be refunding us. Avoid at all costs! There are plenty of other email providers out there with a lot better support then here.
Hello there, Thank you for sharing your detailed feedback. We apologize for the issues you've encountered with our app and the difficulties with syncing subscribers and managing unsubscribed users. Your experience is important to us, and we regret any inconvenience this has caused. We understand your frustration regarding the syncing issues and the subsequent problems with email campaigns. Our team is dedicated to investigating these technical challenges, and your feedback helps us identify areas for improvement. A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We are committed to finding a satisfactory resolution and improving your experience with our service.
April 25, 2024
Very Very Expensive........
Hello there, Thank you for sharing your feedback with us. We understand your concern regarding pricing and apologize for any inconvenience caused. At Omnisend, we strive to provide value for our users while ensuring a fair pricing structure. We continuously evaluate our pricing to offer competitive rates in the market. To help optimize your billing and maximize the value of your investment with Omnisend, a senior representative has reached out to you. They will share best practices regarding audience management to ensure you get the most out of our platform. We appreciate your feedback and the opportunity to improve. Please don't hesitate to get back to them via email.
March 28, 2024
Their "award winning" support is absolutely terrible. Their new review functionality is creating fake contacts and they have zero solutions, but charged my account for over 1,100 additional contacts that aren't real people because of how their system is processing the new reviews import. For email marketing, the app is nice, but their support and failures with the reviews roll-out makes me want to find something else.
Hello there, We're truly sorry to hear about your frustrating experience. It's disheartening to hear that our support didn't meet your expectations and that you encountered issues with our review functionality. We understand the importance of accurate contact management, and we're eager to address this issue promptly. A senior agent has reached out to you with more details on the solution we've provided. We genuinely value your feedback, and we're committed to resolving this matter to your satisfaction. Thank you for bringing this to our attention, and we hope to regain your trust in our service.
March 23, 2024
They offer 24/7 support but the chat support is the worst. You have to keep repeating things, they don't pay attention to what you're actually saying and they keep switching agents within the same conversation so none of them know what's going on. You have to constantly update them on the previous conversation. Most of your emails will go to spam if you use this company. Really not good.
Hello, Thank you for sharing your concerns with us. We're sorry for any frustration you've had with our customer support. Your feedback is incredibly important as we strive to improve our service. We understand the importance of smooth communication and recognize that switching between agents can disrupt it. We're open to any suggestions to refine our shift-based model for better transitions while keeping the conversation context intact. We apologize for any inconvenience caused by having to repeat information. We're committed to improving our internal processes to ensure agents are fully briefed on your history before chatting with you. Regarding email deliverability, we've addressed the SPF issue and disabled the warm-up option to enhance it further. While we anticipate improvements, we appreciate your patience in monitoring your email system. We're here to help if needed. Furthermore, our senior support representative has reached out to you with additional information on the open rate. Please respond to them in the chat for further assistance. Your satisfaction is our priority. Please share any specific issues so we can investigate and resolve them promptly. Feel free to reach out to our support team directly. Thank you for your patience and understanding as we strive to enhance our support services.
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!
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!
July 3, 2024
Update: 03.07.24 A strange issue started occuring on this app from May 19 which I reported to the Team on June 2nd. Issue as follows - Contacts from Shopify does not sync properly. Email as separate contact, phone number with my country code as separate contact, same phone number with different code (+1) as separate contact, same phone number without country code as separate contact. It's been 30 days and there has been no solution. And I already paid for July. They are blaming it on checkout customization, unfortunately there is none. Also because of this, the contact list keeps piling up and I have to pay more. But it also shows to clean up the list. Again, I have to pay for cleaning. If not cleaned, the campaigns can't be sent. I can't delete or make changes because the so called support team asked me to keep it so they can "investigate". Yet no response or resolution. Reaching out to them every 2 working days, where they assign me to different agents even on shopify ticket or say something that doesn't resolve the problem and ask for more time only. When asked about why I had to pay when I can't do anything with this app, they simply said Freeze it or cancel subscription. This can never get worse with them. PS: It's my 4th year with them and that's how they treat their customers. I recently transferred domain and migrated from WooCommerce to Shopify! And had a lot of doubts, questions, and sync issues on my account! This was smoothly resolved by the Team. They were very quick in responding as well as executing! Especially Beran from their team! I must say, he kept the thread open, followed up on the queries, and resolved it over 2 days! You are rocking team! 3years with Omnisend and counting!
Hello, Thank you for sharing your detailed feedback and for being a loyal customer for the past four years. We sincerely apologize for the inconvenience and frustration you've experienced with the recent issue regarding contact synchronization. Our developers are actively investigating the problem to find a resolution. We are also checking internally to see if we can expedite the process. A senior representative has reached out to you to discuss this matter in detail. Please respond to the initial email for more information on the situation. We appreciate your patience and understanding as we work towards resolving this issue. If you have any further concerns or need additional assistance, please feel free to reach out to us.