Omnisend Email Marketing & SMS
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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!
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!
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.
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.
ive used omnisend for years.. had to take a pause because of my illness.. just to come back and find theyve deleted EVERYTHING.. i worked over 10 years to build that list.. and they cant even show some emphaty.. dont trust this company with your lifes work. also they said theyve sent multiple warning emails.. i checked, doublechecked.. triplechecked.. no emails at all, last email is from support. so if you dont use the account for 6 months.. whatever happens.. all your hard work will be deleted. ILL NEVER COME BACK YOU RUINED MY LIFE. and not having a backup is even worse for a company like yours, that i spent a lot of money on.
Hello there! Thank you for sharing your experience with Omnisend. After reviewing our system logs, it appears that the intended notifications were indeed sent out as part of our standard process to the inbox you provided us with on May 27th, 2021, June 6th, 2021, and June 9th, 2021. We understand the frustration this might have caused and appreciate your openness in discussing the matter. We understand the immense effort and time you've invested in building your list over the past 10 years, and we genuinely regret any inconvenience this has caused. If you have additional concerns or specific issues you'd like us to address, please don't hesitate to reach out at [email protected]. We are here to assist you and are dedicated to resolving any outstanding matters to the best of our ability.
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.
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!
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!
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!
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.
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!
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.
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.
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.
Support is inconsistent and provide answers that are totally unrelated to the problem or question asked.Trying to get an answer re video with no response!
Hello there, Thank you for sharing your concerns about the support responses. We apologize if the answers you received did not directly address your specific questions. To clarify, test emails are designed not to reflect dynamic content such as links ,photos, and videos. For a comprehensive test that includes all dynamic elements, we recommend sending the email under real conditions to a segment of your subscriber list. We value your feedback and are committed to improving your experience. A senior representative has reached out to ensure any further questions are addressed promptly. Thank you for your patience and understanding. ------------------------ Hello there! Thank you for sharing your recent experience with our Omnisend support team. We understand you've had trouble getting a discount to work for abandoned carts in a specific collection. We're taking your concerns seriously and have carefully looked through your support ticket history. Our team has worked hard to fix the problem you've faced and give you a solution that works. In your latest conversation, we've taken big steps to solve the issue you've had with the way abandoned cart workflow is set up. Our team has checked that the suggested solution will definitely solve the problem of the discount not working right for the specific group of items you mentioned. We're sorry if there was any confusion or mixed messages in the past. Your happiness is really important to us, and we're fully dedicated to fixing this for you. If you run into more problems or have questions, please reach out to us anytime. Our support team is here and ready to help make sure your experience with Omnisend is smooth and just what you need. Our support representative has reached out to you with more details. Thanks for choosing Omnisend. We're excited to make sure you get the support you deserve.
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.
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.
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!
I recently had a terrible experience with this service. To make matters worse, they don't even have a phone number to call for help! When I tried to get assistance through their online chat, the operator was unhelpful and didn't seem to care about my concerns. I am extremely disappointed with this service and would not recommend it to anyone.
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!
Omnisend will actively restrict what you do with your customer email data. Customization of segments and work flows is not possible at all.
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!
I take great pride in firing this BS company because they do not care about their customers enough to offer telephone support for basic account setup issues such as Custom Domain Setup. Instead, they push you off on your DNS provider, which is sleazy. Shame on you, Omnisend! Shopify is no better. Their chat agents need to be better trained in such matters.
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.
Seems they have a lot of "good reviews", most likely all of those are fake. Installation and setting everything up is seemingly easy, but at least in our Abandoned Cart flow, we encountered lots of bugs. Issues with Omnisend: - Emails go out at random times and the delay set between the emails is completely useless. For example an email that was supposed to go out 15 minutes after the abandoned cart, arrived in the inbox 8 hours later. - At times the emails did not arrive at all, not even in the spam folder. This was not a setting issue. - Worst part was that the final test we did with a completely new email, duplicate amount of emails were sent. Of course hours later once again, and then again 9 hours later. - The discount code they generate does not seem to be automatically applied in the checkout. ...Did not investigate this further as the app proved to be useless, we are not even going to bother with support, they too did not reply as the recommended time frame. All of this set us back 2 days. Would not recommend using.
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.
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