Omnisend Email Marketing & SMS
Drive sales with email marketing, newsletters, SMS, and popups
Rating
4.7
feedback
2,935
chart
#92
All reviews
Review RSS Feed
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 In 2024, paying for email sends is outdated when other services offer unlimited emails with their plans.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.
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.
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. 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!
June 5, 2024
Unglaublich Lange Ladezeiten! Fehlerhafte Funktionen! 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.
Jan. 24, 2025
I referred this app to 4000+ students and they had the nerve to deactivate my account when I have been using them for years and had a solid email list and when I contacted them they said the compliance team has decided they do not want to do business with me and has the right to not discuss why. My store was a christian store with two fasting and praying journals on it. If you ask me it sounds like they are being religious because I literally have not done anything wrong. I feel scammed after vouching this app to thousands of people and lost my entire email list after all of my hard work.
Store
My Store
Using app
Over 1 year
Thank you for taking the time to share your feedback with us. We truly value your long-term support and the efforts you’ve made in sharing our platform with your network. We’re sorry to hear about your experience and understand how frustrating this situation must be for you. Please know that actions from our compliance team are in place to ensure the best possible experience for all users and to maintain a secure and trustworthy platform. That said, we’d like to take a closer look at your case to address your concerns. Unfortunately, we’re unable to identify your account or brand from this review. We kindly invite you to reach out to our support team via in-app chat or email us directly at [email protected]. Our team is here to assist you and will thoroughly review the matter to provide clarity and support. Thank you again for bringing this to our attention, and we hope to hear from you soon.
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.
July 25, 2023
A horrible customer service experience. Worked on an Email template for over 2 hours and after activating the same, the template got reset (twice). Contacted the customer service who kept me waiting for half hour only to get a reply that it will take them 48 hours to check on the issue if this can be fixed. What is worst is that they assign staff based on the tier of the customer you are which is quite bias already. If this review doesn’t get updated, most likely I switched to Klavio.
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.
May 2, 2023
ho avuto un problema con la connessione dell'app ed il supporto sono 7 giorni che rimpalla il problema tra vari interlocutori senza risolvere niente
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!