Omnisend Email Marketing & SMS
Omnisend Email Marketing, Pop Ups & SMS for Shopify Stores
Rating
4.8
feedback
2,874
chart
#53
All reviews
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Oct. 1, 2022
I think most of these reviews are fake... what is the point in accumulating subscribers if you can't reach out to them in a timely fashion. The last time we sent out a campaign it was a year ago.. even then we got "Paused". We needed that email to go out at a particular time of day, and now that is not going to happen. Their customer service is worse, "we will get back to you in a few hours", this is early morning business hours. I advice find some other solution. After the email was finally sent out I got a "Warning" letter stating that too many got flagged as spam and our campaigns might get paused... according to their own report 12 out of 11273 reported spam, that is 1 in 833 recipients !!
Hello there and thanks for rating our app! We're sorry you've found yourself in this circumstance. Please note, however, that a long pause in sending to your list is one of the triggers for a campaign verification. The reason for this is that over extended time periods, such as a year, a contact list may accumulate a substantial number of invalid emails, as your clients' inboxes may get filled or inactive. The condition stated may result in a rise in campaign bounce rates. These bounces dramatically harm your sender reputation, resulting in varied degrees of deliverability issues. For the purpose of protecting your sender reputation, the campaign verification enables us to examine a subset of your mailing list to establish how many bad emails are present in it. To avoid triggering the campaign verification, we recommend sending a campaign at least once every two to three weeks. Also, our support team takes pride in their response time; according to the log of your last chat with us, our support agent responded to you 6 minutes after you filed your query. We will use your feedback to enhance both the product and the customer support team. Have a wonderful day!
July 30, 2022
This is a dreadful email platform that requires a lot of work just to integrate with your existing Shopify forms. Want to send a lead magnet based on a shopify form? Good luck. Subscribers from all forms are lumped into one source. Calling this "made for Shopify" is using a VERY broad brush. Want to embed a form? You get one line. That's it. Otherwise it has to be a pop-up or landing page. I have requested help to get my store connected and it finally is, but that's because I researched and added my own code. I still can't distinguish which form an email came from so I know which automation to send. Their help desk responds quickly, but it's cursory and they tell you "the right department will help you in a few days". It's been a few weeks and I can't get basic questions answered. It's useless to me and I'm moving on.
Hello there, and thank you for taking the time to leave a review! Indeed, Omnisend uses Shopify Webhooks to transfer subscribed contacts to your Omnisend account when using 3rd party forms. This process is completely automated and does not require any input from you. Omnisend will not be able to capture additional forms on your website unless they are included with your Shopify theme. Custom forms will continue to function, and contacts will continue to be routed into your Omnisend account if the form is linked to Shopify. Omnisend will obtain the contact information in this case by syncing it from your Shopify backend. There are lead magnet options such as embedded forms and landing pages that you can use on your website. In this case, Omnisend supports separate tagging, so you'll know where the contact came from exactly! Please accept our apologies for the inconvenience; a support representative has already contacted you with more information on this matter. Have a great day!
Aug. 11, 2022
Unfortunately terrible customer service. Have contacted them 5 times via email and chat with no reply. We build stores for a range of clients and need support across all of our clients email accounts. DO NOT USE - Klaviyo support is a million times more helpful. Although Klaviyo may be missing a few features we wanted for our clients, support is essential for any business and Omnisend has zero.
Hello there, and thank you for taking the time to provide feedback! We're sorry about your experience with our customer support team. We do our best to resolve issues in a timely manner, and we do take customer service very seriously. Your feedback is taken into consideration, it has been communicated to our team. Our support representative has already reached out to you with more details. Have a fantastic day!
Sept. 21, 2022
Recently had an issue with my simple capture form and it's been taking days for them to solve it. The issue is very simple (change size and make it centered) though. I don't normally give negative reviews but this has been the most frustrating experience ever.
Hello there and thanks for taking the time to leave the feedback, we appreciate it! We have already relayed your comment to our team, the next iteration of the embedded forms will havean improved feature-set which will allow for more design flexibility! 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!
April 6, 2022
Worst support on Shopify! They have no clue what they are talking about. They kept switching with different agents giving multiple contradictory answers. Resulting in explaining the same thing over and over again, and losing potential subscribers in the meantime. They offered help from their technical support, but the technical team never helped. Over a week later: they will tell you to ask your own developer as their Technical Support is limited to acting only in internal situations! What a waste of time.
Greetings and many thanks for your review! We're doing our best to provide you with accurate feedback, which requires our Support Team to escalate the problem to our Technical Department. Following our Tech Team's examination, we determined that the issue is on your end. To ensure that the footer form captures and pushes subscribers to Omnisend, the form classes should be modified in the theme file. They are editable on your end only. As a result, our Technical Support team is unable to act on your behalf. Our senior support representative has already contacted you with some additional information regarding this situation. Have a fantastic day!
March 31, 2022
The customer service sucks! They kept changing people to communicate with me, requiring me to repeat the problem every time. But no one could follow up the issue further. There miss some data of my contacts! They told me delete all the contacts on Omnisend, then it would sync back from shopify again. But NO!! It didn't. I try to get the support three times, finally, they sync back the contact list from shopify. But all contacts have no historical order records. Until now, there is no technician to solve my problem. The customer service just kept asking me to repeat my question.
Hello and thank you for your review! Accept our apologies for the experience you've had with the service. Our senior support representative has already contacted you with additional information regarding your issue. Have a wonderful day!
March 9, 2022
used to be fine but now i have to go to another app! they charge you based on how many subscribers but then only let you send emails to less than half of that. unbelievable! i have over 53k subscribers and can only send 20k max subscribers a day??? this new "safe send" program they just launched, just turned me all the way off. especially while paying for 53k ($444) but can only send 20k? SCAM!
Hello and many thanks for your review! We're sorry you've found yourself in this situation. The team has already resolved the issue, and a support person has contacted you with additional information!
March 6, 2022
The issue is changing the customer account data with no way to track the changes. This is basic. Zero stars! I added this app to test it to see if it would work for my shop. Uninstalled without incident. While I'm looking thru my customers, I see a little note "Omnisend added phone number XXXXX to this customer yesterday" There's no tag, no note, no message from Omnisend app that they're altering my customer's data. Why?
Hi there, and thank you for your review! Due to the two-way sync with Shopify, if a customer adds a phone number in Omnisend, this data is also sent to Shopify. This is why the "Omnisend added phone number" notice appears in the Shopify customer timeline. All permissions required to use the program are granted only once, at installation. All of these are detailed in our Terms of Use, which our users agree to when they create an Omnisend account. Our support representative has already contacted you to provide you with additional information on this topic. Have a wonderful day!
Dec. 11, 2024
They charged us without our approval and refused to refund us. when we asked for refund they refused to process it Big scam Support team only promote the scam strategy of these thieve !!!
Hello and thank you for your feedback! Transparency and customer experience are two of the most important things to us at Omnisend. Our customer service representative has already contacted you with additional information about the refund that was issued to you. If you have any further questions, please contact our support team at any time!
May 31, 2022
Beware! I used to think Omnisend was a great tool for email marketing - lots of features and flexibility and prompt service when we had questions or needed help. However, they are in the process of forcing their customers to port all their forms, automations and campaigns over to their "new" email builder, which they are touting as somehow better and easier and in my experience, has been the opposite. With little or no notice, they have automatically migrated some of our forms and automations over to the new system, forcing us to use it... yet when I look at the content in the new format, there are MANY elements missing, reduced functionality and LESS ability to customize various elements. Even worse, all the content I have saved over 3 years in templates and content blocks is, for all intents and purposes, lost because there is no way for me, as the client, to port it over to the new builder. I am looking at hours upon hours of extra work created by this change, with no explanation as to why it is happening in the first place and what, exactly is supposed to be "better" and "easier" about this new system. Perhaps if you were starting with Omnisend from scratch, you wouldn't know the difference, but whatever reason they are making this change, it is NOT being communicated well, they are not being upfront about what their current customers are losing in the process, and it is no way to treat loyal customers. Beyond frustrating.
Hello and thank you for taking the time to leave a review! Indeed, with new email builder being enabled now, we recommend to re-create campaigns and automations using the new tool. To speed up the process, and save you time on migration, we created Brand Assets to automise this process as much as possible. Please note that the communication about the migration to the new builder was sent in advance. Accept our apologies for the trouble! We completely understand your wish to stick to the templates you put so much effort in, and we will do our best to help you with every question you get when migrating to the new builder. Our support representative has already reached out to you with more details regarding 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]. Have a great day!
Jan. 20, 2022
I can see why they only have 4.6. There are so many reasons for that. Their app really sucks at the features and service!!!!!! First, they did not connect the store to my primary domain, so all the URLs in automation emails ARE WRONG, and no way to change that unless to create a new account, which means I will lose all the campaign data. Now they blamed updating the primary domain in Shopify without telling them, which we did not do Second, they allow you to AB test the content, subject line, but not the sending time, and the report of the AB test is useless, and nothing helps you. Last, there are so many bugs in their system, most importantly, the support team is very unprofessional, slow reply and will ask us to wait 24- 48 hours for developers to fix it and it will take days to fix one small issue. I WOULD LIKE TO GIVE THEM 0 STARS IF I COULD!!!! ------------Jan 4th, 2022 Update The data of campaigns on the downloaded file is NOT the same as the one in the report dashboard. DO NOT TRUST THEM ------------Jan 10th, 2022 Update The support team still has not fixed their BUG, and no one gets back to me in live chat or email!!!! Be responsible for your business since you charge us for your service!!! ------------Jan 17th, 2022 Update The support team said that they will check the URL issue with their developers and get back to me with the ETA but no message or any emails for 3 days. One URL bug, they are fixing it over 3 weeks still not gotten it resolved. I emailed Emily, stated that she is the customer support Tier 1 Team Lead at Omnisend, but no response at all. All they are doing right now is keep ignoring my issue. ------------Jan 20th, 2022 Update Finally, their "Tech team" have the time to fix my URL issue of automation after 4 weeks I reported this. They noticed me it was working now, so I did the tests as they requested again and again. After 4 hours, everything is STILL WRONG. Completely wasted my time. Again, do not TRUST this APP.
Hello there, thank you for your feedback! We are sorry you've found yourself in this situation. When integrating Omnisend with your Shopify store, you go through a connection wizard steps where you should enter information about your store, such as the store domain. Please note that we never modify any contact information about your store from our end without your permission. Our support team has contacted you with two options on how to resolve this issue, one of which is to keep your store operational with no data loss and to have us change the domain link to the proper one. We will really appreciate your cooperation and will be eager to help you in resolving this matter. We are looking forward to your reply!
Jan. 20, 2024
Increasing their price repetitively!!!! Customer service have changed and aren't willing to help. I also had a lifetime coupon they are not willing to honor and doubled their price. Klayvio is giving me a much better offer, and I'm going to move there. I also noticed every major company is working with Klavyio because it's way more robust than Omnisend.
Hello! Thank you for bringing your concerns to our attention. We regularly review our pricing to ensure it aligns with the value we aim to provide. We understand changes can be challenging, and we appreciate your understanding. Our commitment is to continue delivering value to your business. If you have any questions or if there's anything specific you'd like to discuss, please feel free to reach out. We are available 24/7 and can be reached via In-app chat or email at [email protected]. Have a great day!
Nov. 26, 2021
It was original 2000 emails every day and around 15000 emails per month for free plan I subscribed and now changed to 500 emails per month. Really not appreciated.
Hi there! Thank you for your review! Indeed, our Free plan has been updated recently. Omnisend clients may now use all email marketing capabilities for free, including email automations, forms, push notifications, pop-ups, wheel of fortune forms, and more. Monthly, you can now send up to 500 emails and 60 international SMS to 250 contacts. This change ensures that Free clients get the most out of Omnisend without having to pay extra for SMS or emails.
Feb. 8, 2022
I wish we can give 0 stars here. VERY POOR CUSTOMER SERVICE. This is the best app to waste money. They promise Unli email on the pro plan, but it's really capped. The customer rep doesn't even know what their job is. They promise 24/7 support but it's really only Monday to Friday. 7 days before your billing you won't be able to send an email campaign unless you pay an extra 50 USD. They're also be charging you more than what you can send. THIS IS A SCAM APP.
Hello there, and thank you for your review! We are sorry to hear you have faced difficulties with emails sending on the Pro plan. Our support representative has reached out to you with more details on your case.
Nov. 12, 2021
I liked this app...until they totally changed the pricing structure! They went from 15,000 emails per month on the free plan to 500 emails...excuse me??? I don't mind paying but this price change seems likje quite a bait and switch to me.
Hello there, and thank you for taking the time to write a review! Indeed, we're gradually updating our pricing plans for all users. This change leads to reduction in the maximum number of emails you can send on the Free plan, but it includes all the features available in Omnisend at $0/month. Omnisend clients can now utilize all of Omnisend's email marketing features for free, including email automations that generate the highest revenue for ecommerce businesses, forms, push notifications, pop-ups, wheel of fortune forms and more. You can now send up to 500 emails per month and up to 60 international SMS to 250 contacts. No credit card is required, you can upgrade whenever you feel ready. Thank you once again!
Oct. 31, 2021
Complicated to get started, hidden integration with Shopify so it does not show in your app store like other apps. It interfered with my current set up without me approving any changes. There is no quick and easy direct help - just a knowledge base.
Hello there! Thank you for taking the time to write a review for us, we really appreciate it! We set a high standard for ourselves, and we’re so sorry to hear this was not met in your interaction with our product. Our senior support agent has reached out to you to assist in resolving your issue. To use our app, no extra integration is required, except for installing it from Apps tab in your Shopify admin. Moreover, our free plan users are eligible to get 24/7 support via email, feel free to contact us at [email protected].
Oct. 26, 2021
Such a shame to treat your users the way you do, guys. This is the worst customer service I've ever experienced after a drunk sales lady on the farmer market.... Kristina is scaring your subscribers away. We chat for the last couple of days but with every single message, she acts like it's the first time. You charge but DO NOT provide services. And your customer service (no, it's not) acts like it is ok. Upset and disappointed. Do not recommend.
Hello there! Thank you for your review! Providing great customer support is our top priority, and we apologize for any inconvenience you faced. Our senior support consultant has contacted you to assist you in resolving this issue. We appreciate you taking the time to bring this to our attention!
Oct. 20, 2021
I have used Omnisend since 2019, which I switched due to an incentivized offer for MailChimp users (as Mailchimp was no longer integrating with Shopify at that time). I've had a few issues along the way that were challenging to fix due to an unhelpful support team. There seems to be more of a focus on smiley faces and emojis in support chats then actual assistance. I had an issue this week that revealed our forms had suddenly stopped working at some point, and new subscribers were not captured for quite some time, which has meant lost revenue and a lot of stress on my end. There was no assistance from the support team, they just passed the buck stating it was a theme issue. Everything had been working for months up to that point, and had been confirmed to work by one of their support team members earlier this year. This week I was told that team member confirmed 'integration' but not 'functionality'. Thanks for nothing. I've switched to Klayvio.
Hi there! Thank you for taking the time to leave your feedback. We're sorry to hear about your recent experience. Our Support Team has reached out to you to provide an update and resolve this issue. We are keen on providing top-notch support, so your feedback is taken into account and delivered to the consultant. If you have any other questions or feedback to share, feel free to reach out to us at [email protected].
Oct. 14, 2021
Worst customer support, they have a glitch in their system preventing us from reverifying any domain, it mentions the domain exists already. No customer support is present, no follow-ups are done. I have informed them about the issue over a week ago. DO NOT RECOMMEND! STAY AWAY
Hello there! Thank you for your review! Our support team was able to reach out to you to help you resolve the issue you were having. We hope everything works perfectly on your end, if not - please don't hesitate to reach out at [email protected] or in-app chat.
Oct. 13, 2021
This APP is like a scam! It provides online support for the first few days when I install this app, but this function has disappeared suddenly and no way I can find it now. I paid the basic plan $30 which is apparently higher than what it is advertised here $19. Now the money has been taken from my account but it still shows I'm in the FREE plan. When I click upgrade my plan it directs me to a page that I can see the subscription fee of $40 for the basic plan!!! This is definately unethical
Hi there! Thank you for taking the time to leave your feedback. We're sorry to hear about the issues you faced. Our Support Team has reached out to you to rectify the situation.