Omnisend Email Marketing & SMS

Thank you for sharing your experience. We’re sorry to hear that our support didn’t meet your expectations — we always strive to provide timely and helpful assistance. Regarding the issue with the pop-up form, we’ve reviewed it and found that the form itself is working correctly, but custom CSS rules on your website were unintentionally hiding the background. In this case, a specific design rule using '!important' was overriding standard settings, which is generally not recommended as it can prevent certain elements from displaying as expected. Since these settings are controlled by the website, adjustments need to be made directly in the site's code. A web developer or your theme support team would typically be the best resource for this, and we’re glad to see that the issue has since been resolved. While we understand this wasn’t the ideal experience, rest assured that we did everything we could from our side to assist. If there’s anything else we can clarify or help with, please don’t hesitate to reach out.

We’re truly sorry to hear about your frustration in reaching our support team. While Omnibot is designed to streamline support and connect customers with the right resources, it looks like your request wasn’t escalated as it should have been due to a technical issue. That’s on us, and we deeply regret that your experience didn’t meet expectations. We’ve reviewed your case and haven’t encountered similar issues with Omnibot before, so your feedback is incredibly valuable in helping us prevent this from happening in the future. We appreciate you bringing it to our attention. To make things right, our senior support specialist has reached out to you directly to address your pricing concerns and explore a subscription model that better aligns with your customer count. We want to ensure you're getting the best value, and we’re here to work with you on a solution that fits your needs. Thanks again for your feedback — it helps us improve, and we hope to regain your trust.

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.

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.

Thank you for taking the time to share your feedback and update your review. We’re sorry to hear that our pricing model left you feeling disappointed, and we understand why this experience was frustrating. After reviewing your conversation with our support team, we’d like to clarify that on our Fixed Tier plans, billing is based on the number of unique contacts reached during each billing cycle, not the current size of your contact list. Once a contact has been messaged during the billing period, they counts toward your monthly reach, even if they are deleted later. This is why deleting contacts does not reduce the unique contact reach counter until the billing cycle resets. We can see your billing cycle resets shortly, and our team has already taken care of the downgrade you requested. Thank you again for sharing your perspective. If you have any further questions or would like to discuss which plan best fits your sending needs, our team will be happy to continue assisting you.

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.

Thank you for taking the time to share your experience with us. After investigating the issue, we noticed that you currently don’t have any active plans under your account, though it’s possible that one of your other brands may have an active subscription. We’ve reviewed the following stores: Ctronics, de.ctronics, uk.ctronics, and fr.xega - where reviews were posted, but we couldn’t locate the specific charge mentioned. We’d like to better understand which pricing you are referring to, as we haven’t been able to identify such a change. Our senior support specialist has reached out to you directly to help identify which store has experienced the price increase and to locate the conversation where you requested a refund, as we were unable to find any record of it. We want to reassure you that our pricing structure is fully transparent and adjusts based on the number of billable contacts in your account. As the number of contacts increases, the monthly fee adjusts accordingly. On the other hand, if the number of billable contacts decreases, so does the pricing. This flexibility ensures that the cost is directly aligned with your needs and the resources required. We look forward to your reply and are committed to resolving this as soon as possible. Our customer support team is ready to assist you further and clarify the situation.

Thank you for taking the time to share your experience with us. After investigating the issue, we noticed that you currently don’t have any active plans under your account, though it’s possible that one of your other brands may have an active subscription. We’ve reviewed the following stores: Ctronics, de.ctronics, uk.ctronics, and fr.xega - where reviews were posted, but we couldn’t locate the specific charge mentioned. We’d like to better understand which pricing you are referring to, as we haven’t been able to identify such a change. Our senior support specialist has reached out to you directly to help identify which store has experienced the price increase and to locate the conversation where you requested a refund, as we were unable to find any record of it. We want to reassure you that our pricing structure is fully transparent and adjusts based on the number of billable contacts in your account. As the number of contacts increases, the monthly fee adjusts accordingly. On the other hand, if the number of billable contacts decreases, so does the pricing. This flexibility ensures that the cost is directly aligned with your needs and the resources required. We look forward to your reply and are committed to resolving this as soon as possible. Our customer support team is ready to assist you further and clarify the situation.

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!

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.

Hello there, Thank you for sharing your experience, and I'm sorry to hear about the difficulties you've encountered in accessing support. I understand how important it is to feel supported as you set up your email marketing tools. We do not offer a demo period; however, we provide a comprehensive free plan that allows you to explore all the features of Omnisend without any time limit. With our Free plan, you can send up to 500 emails to 250 contacts, utilize Automation features, send 60 international SMS messages (one-time usage), and use 500 push notifications per month. This plan also includes access to third-party app integrations, unlimited segmentations, signup forms, and user seats in your account—no credit card required. For a detailed overview of what each subscription plan offers, please visit this link: https://www.omnisend.com/pricing/. A senior representative has reached out to provide detailed guidance on setting up and making the most of these features. Please check your emails for further instructions, and do not hesitate to respond for more personalized support. We're here to ensure you have all the tools and assistance you need to succeed with Omnisend. Thank you for your patience and understanding.

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.

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.

Hello there, Thank you for sharing your feedback. We sincerely apologize for the frustration and inconvenience you’ve experienced with our service. We understand how critical timely support and reliable functionality are for your business. The domain verification issue you’re encountering is related to having multiple SPF records on your end. To resolve this, please merge the records into one and delete the extras, as our agents have advised. A senior agent has already reached out to you to address your request and provide further assistance. We strive to respond as quickly as possible and regret that we did not meet your expectations in this instance. We are committed to resolving this matter and improving your experience with our service. If you need any additional help, please respond to the email from our senior agent. Thank you for your understanding and patience.

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.

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.

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.

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.

Hello there, Thank you for sharing your feedback. We apologize for the inconvenience you've experienced, particularly with the payment process and customer service interaction. Your experience is important to us, and we regret any frustration this has caused. We understand your concerns about the payment method and the handling of your subscriber information inquiry. Our team is dedicated to investigating these issues and ensuring a better experience for our users 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 are committed to resolving this matter and improving our service.

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.