Omnisend Email Marketing & SMS

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!

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.

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!

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!

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!

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.

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.

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!

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.

Hello there, and thank you for taking the time to submit a review! We sincerely apologize for the negative experience you had. We understand how frustrating it can be to encounter such an issue, especially after investing significant time in creating your email template. After investigating the matter, we found a problem that caused your template to reset and did the needful to restore your email template. Rest assured - we aim to provide efficient support to all our users, regardless of their plan, and we strive to prioritize and resolve inquiries as promptly as possible. We want to clarify that the 24-48 hours timeframe is the maximum ETA from our Technical Support team, and we generally aim to resolve queries much faster. In your case, we are glad that we could restore your template within 3 hours from the moment the conversation was escalated. Regarding your concern about customer tier-based support, we do prioritize our Pro plan users, as it's advertised on our pricing page. However, we want to assure you that all our customers are important to us, and we work diligently to offer quality support to everyone. Your feedback is invaluable to us, and we will take it into consideration to improve our services further. We understand that your trust in us may have been shaken, but we hope you will give us another chance to serve you better in the future. If you have any more questions or concerns, please feel free to reach out to us directly.

Hello there! Thank you for sharing your feedback about Omnisend. We appreciate you taking the time to share your experience and apologize for any encounters that may have caused inconvenience. We take customer satisfaction seriously and we're sorry to hear that you've experienced issues with generating clicks from your audience. We understand that the click rate may not meet your expectations, and we would like to provide insights on improving this aspect. One factor that might be impacting your click rate is sending campaigns to your entire audience, which includes a significant number of inactive subscribers. We recommend targeting your engaged customer base to improve metrics and increase engagement, leading to higher revenue. Furthermore, we offer different plans to accommodate varying needs and audience sizes, allowing you to adjust your pricing with just a few clicks. Please let us know if this is of interest to you. Regarding customer segments and billing, we apologize if there was any confusion. Once you create a segment, it remains in your account, representing a portion of your audience that matches the selected filters. However, as your list grows, the billing tier will be adjusted accordingly. Regarding the issue with Google Analytics not displaying your traffic, it's important to note that Google Analytics primarily tracks website traffic, whereas Omnisend focuses on email marketing and automation. The tracking mechanisms employed by Google Analytics and Omnisend are different, which can result in discrepancies. We genuinely value your feedback as it helps us improve our services. 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!

Ciao! Grazie mille per il tuo feedback sulla nostra app! We are very sorry to hear about the issue you experienced with the connection, and we apologize for the inconvenience it caused. With this in mind, we're glad to see the problem has been resolved already! Please note that the issue was coming from the changes in your store backend. Anyhow, we are happy to hear that everything is now working correctly! 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]. Buona giornata!

Hello there, and thanks for taking the time to share your feedback! We’re sorry to hear about your negative experience with our service. We understand that it can be frustrating not to have a phone number for support, and we apologize for any inconvenience this may have caused. Your feedback is acknowledged and passed on for further discussion! We’d like to point out that our support agent attempted to provide you with the best solution to your issue. Our anti-spam policy is an essential aspect of our service, and we take it very seriously. We’re basing our thresholds on the industry standard for spam complaints, and it is essential to clean your list to protect your deliverability and sender reputation. We understand that this can be frustrating at times, but it’s crucial to ensure that our platform maintains a high level of deliverability for everyone. With this in mind, our customer support team is here to assist you in this particular case, as well as to address any concerns you may have. At the same time, we regret that you didn’t feel that our support representative was helpful and empathetic during your interaction. We pride ourselves on our customer service and strive to provide every customer with the best possible experience. We’ll make sure to use this situation as an opportunity to improve our service and provide you with better support in the future!

Howdy! Thanks for taking the time to review our app! It's quite unfortunate you found yourself in a pickle like this with Omnisend. Please be assured we are not restricting you in any way with your customer email information. You are free to collect the contacts and use them in your marketing needs however you'd like. Please note that Omnisend is an email marketing platform, therefore, we're putting customer consent first and treat campaigns as marketing messages to both give you the freedom to communicate your updates to the customers and ensure your contacts' e-well-being. Our support specialist has already reached out to you with some additional information on how you can customize the assets you have and use those in your marketing needs! 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!

Hello there! Thank you for taking the time to bring this to our attention! It's unfortunate to hear that you were unable to access your account. We understand how frustrating technical difficulties can be, and we want to reassure you that we are committed to providing a seamless experience for all of our customers. We take every report of technical issues seriously and are constantly working to improve our systems to prevent similar problems in the future. We noticed that you were eventually able to log in, and we are overjoyed to hear that! However, if you require further assistance, please contact our support team at [email protected]. We appreciate your understanding and patience!

Thank you for updating your review and sharing your continued experience with our app! We appreciate your feedback and understand the frustrations caused by the ongoing glitches. We apologize for any inconvenience you have faced and want to assure you that we are actively working to resolve these issues. Ensuring a reliable email marketing solution for your small business is paramount to us, so our development team is actively investigating the glitches to identify the root cause and improve the app usage for you. We value your satisfaction as a customer, and we are committed to addressing your specific concerns. Our support team is available to provide personalized assistance and help you overcome any issues you might have. Please feel free to reach out to our Customer Support team for prompt assistance. We're always happy to give you a hand!

Greetings! Thank you for taking the time to provide feedback on our product. We're sorry to hear you didn't have a positive experience with our platform and that you have doubts about the authenticity of our reviews. We take allegations of this nature very seriously and want to assure you that we do not engage in any practices involving fake reviews. We are proud of the positive feedback we have received from our customers and believe that our product is a valuable tool for businesses of all sizes. We would be delighted to address any specific concerns you may have had with our platform. If you could provide us with more information about your experience, we would be happy to work with you to address any concerns. Thank you again for your feedback, and we hope you can change your mind about us in the future!

Hello! Thank you for leaving a review; it is highly appreciated. We are sorry you have faced some difficulties with the Domain sign option. As we can see, you already had your custom domain signed with another app you used previously, and this app also used the same provider as Omnisend; hence this domain was already present in the system. It is impossible to add domain to your Omnisend account since it currently exists on a different account within Mailgun system. Therefore additional verification was needed. The issue was resolved, and you added the domain to your account. Sorry again for any troubles you have faced and thank you for your feedback.

Hello there; thank you for leaving a review; it is highly appreciated. We are sorry for the issues you faced. As we can see, our Support Team was trying to help you investigate the case, but you haven't responded. We will provide some info here as well, but please note that in order to investigate this case, we would need some examples of such cases (with their emails): - There are few reasons for the issue with delay, it could be related to a contact who comes and updates their cart a few times, or it could be an editing workflow case; - This issue would be better to investigate with our team and we would appreciate if you could provide an example of such case; - Most likely related to frequency settings in the workflow and can be easily fixed by enabling this option; - Shopify generates discount codes, Omnisend only sync them and adds to the email, in order to automatically add a discount code to the checkout page, you need to enable this option in discount settings when customizing your email. Again, we are sorry for the issues you have faced, and we would be more than glad to assist you in our in-app chat or by email. You can send us an email to [email protected]; our support is available 24/7.