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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Nov. 10, 2021
Have been using Omnisend for the last 3 years and the customer service/ support is not good. I have tried to cancel the account since October 25th, and they do not respond to me. Furthermore, we had a success manager who never replies to emails or does a monthly check-in as we have with other platforms. Would not recommend this platform. Run away!
Hello there! Thank you for your review! Our customer support team was able to reach out to you to help you resolve the issue you were having, and received confirmation from your side that everything runs smoothly. We hope everything works on your end, if not - please don't hesitate to reach out at [email protected] or in-app chat.
Dec. 18, 2021
Cannot even get their own Reactivation Automated Reactivation Campaigns going. Two months and still not anywhere nearer getting this resolved....I cannot really recommend them and would actually move to Klaviyo. PLUS they themselves don't know how their system works AND even worse, they overcharge you so watch your bills!!! PS: And to answer to their reply - AFTER several months and continuous pushing they made it finally work. It is NOT beginner friendly, not logical at all and if you have one tag wrong the whole campaign isn't working. So thanks for your very useless reply to my review. totally appreciate you have wasted hours of my life I could have happily invested into something else more productive.
Hello there! Thank you for your review! We are sorry you faced such issues with your automation. From the conversation you were having with support, we can see that your automations seem to be working fine after changing the setup a bit. Please don't hesitate to contact our support whenever you see any issues with your email, we'll be glad to assist you. You can reach out to our support at [email protected] or via chat in-app. Thank you for your review once again!
Sept. 21, 2021
Used to be great, but not any more. Support wasted so much time, not aware of how their own product works. Very frustrating. Be careful, campaign drafts that you have set up might just break and have to be rebuilt from scratch. Also Omnisend does not offer tech support any more.
Hello, thank you for leaving a review, we appreciate your feedback! As we are gradually moving to a more sophisticated email builder, you now have two options when creating campaigns. You can now either use our old builder or new builder, which gives more space for creative when working on your emails. Our senior support consultant has contacted you with an advice how to switch between those editors, which should solve the issue you were facing. Kindly review the message and let us know if any further questions are left! We are still providing tech support, so in case you have any tech-savvy questions, don't hesitate to drop them in chat too. Thank you for your time and review!
Sept. 10, 2021
日本向けのアプリではありません。 日本のショップは使用しないことを強くお勧めします。 makeshopからshopifyに引っ越したのですがominisendではメルマガ読者の引継ぎは違反らしくメルマガを出すことができませんでした。 違反によるアカウントの停止を解除するのにメルマガ読者を削除してどのツールでどのように削除したか結果のスクリーンショットを要求されます。 結局1通もメルマガを出すこともなく返金もされませんでした。 残念です。
Hello, thank you for taking the time to leave us a review, your feedback is very appreciated. Omnisend is a platform that is very precise about safety of our users and their sender's reputation. Sending an email to non-existent contacts, spam traps, or other potential bounces may cause severe harm to our sending servers, and future deliverability of our clients' campaigns. That is why whenever the system catches bad recipients, it automatically pauses the account, and a campaign until the issue is fixed. Our support team reached out to you, but unfortunately did not get any reply from you. Your account was paused from sending, because too many contacts bounced from the email campaign you sent. In order to fix this, you need to review your contact list, and clean it. You can reach out to [email protected] and our team would be happy to help you with cleaning.
Aug. 11, 2021
Signed up as I wanted to move my 20000 plus list from MailChimp. Abandoned cart emails and creating audience segments by country still doesn't work after 3 weeks in. When I spoke to support I was asked really basic questions that they could clearly see from my account or could check from their end, then passed on to tech and still, nothing was fixed. Now I am unable to speak to any support, 2 emails in and no answer. Extremely disappointed and a waste of my time.
Hi, thank you for taking the time to leave your feedback. We're sorry to hear about your recent experience. Our Support Team have been trying to reach you to provide an update and help rectify the situation.
July 9, 2021
Waste of time and impossible to connect my store. What a joke. just to connect my store they have to elevate my ticket to tech support. PASS ON THIS - I will find something else
Hi there! Thank you for taking the time to rate the Omnisend App and leave a review. We can see our Support and Tech Team looked into your account and provided video instructions to help connect your store. We're sorry to hear your experience wasn't positive in the end. We are continually improving our app and value every piece of feedback received.
July 3, 2021
I can't use the sms credits that I already paid for. They make me wait until the next billing cycle which they don't mention before you pay for the app. Be aware in case you download the app. Note: Their customer service cannot even explain what to do to use the sms credits. They basically copy-paste. If you don't take care of your customers, someone will-please note that.
June 27, 2021
I have used this app for over a year, paid on time, had no problems using it. But when I mistakenly switched to pricing plan PRO and paid for it, there was no refund or even an explanation. After such disappointment in working with this company, I canceled my subscription. Do not recommend this company !!!
Hi, thanks for taking the time to leave us a review but also sorry to hear about your recent experience. Our Support team have been trying to make contact with you to resolve this issue and put you back to your original package. Please reach out and we'll do our best to rectify this quickly. We're also on hand 24/7 if you need any further support with the platform. Many thanks!
Nov. 25, 2020
All the emails I try to send with Omnisend are not ending up in my inbox, but in spam or between the promotions. It feels like a waste to send emails this way
Sorry to hear you ran into this issue. Deliverability is a complex topic, and it highly depends on your sending practice, email content, and the contact list. First, you should get rid of old inactive emails on your list. The next step is to get a custom domain for your sending. And finally, improve your newsletter content. Xenia has already reached out to you with some recommendations via email. We are waiting for your response!
Oct. 29, 2020
We were considering omnisend to handle our emails but after downloading we discovered undemocratic and unethical business practices clear which we find unacceptable. Firstly, they charge by user but do not allow you to upload a supression list which all other email providers allow. It's pretty standard in the industry. Secondly, if you manually unsubscribe a set of users you don't wish to market to via omnisend, they will aggressively block you from marketing them via any other app by switching the accept marketing status to OFF on shopify. Imagine you have low open rates among a particular set of customers but they respond well to another channel, omnisend will not allow you to remove them unless you remove them fromm all other comms channels... except their own sms and push channels!! I assume this is because they want total control on push and sms and are unwilling to sit along side other apps. But it's not ethical to force it on merchants. Just to be super clear, on their site it says: "In Omnisend, the same contact may have different subscription statuses for each of the channels, Subscribed to Emails, and Unsubscribed from SMS or Push Notifications. For that reason, we don't keep a Suppression list" But over email they will tell you "Contact unsubscribing from marketing = they're unsubscribing from Omnisend = they're unsubscribing from Shopify marketing as well." I have now deleted the app.
Thank you for your feedback. Two-way Shopify sync was implemented more than a year back when we had to comply with Shopify's requirements. Suppression list feature was not considered then, since our customers never requested it. Nevertheless, your scenario proves that the suppression list is a huge feature request that we definitely should consider having. We have already passed your feedback to the product teams. Jurate has already reached out to you to talk more about this, thanks!
Sept. 2, 2020
Worst customer service I have ever experienced!!! Do not Download this app. Just use shopify email system.
Sorry to hear you had trouble with your first campaign. There were some old contact emails on your list that no longer exist, so we had to pause the sending to protect your sender reputation. Approx. 30% of emails go bad in just one year, so regular list cleaning is a must to maintain a good sender reputation among the different inbox providers, Gmail, Yahoo, Outlook. We can now see that you unsubscribed some old contacts, so we resumed the sending for you. We apologize that your experience with customer service was upsetting. We truly hope you can give us another chance. Just get back to Xenia, and she will explain to you how you can benefit from the variety of great Omnisend features, such as omnichannel automation messages, SMS campaigns, segmentation, and more that you still did not get a chance to try out.
Sept. 29, 2020
well...Omnisend app is okay, it actually has some useful features, but the customer service is horrible, I think they are using automated replies instead having a real person answering to my emails. I sent two emails and I was getting the same generic answer with some screen shots on how to fix the issue. I expected more from them because this app is not cheap. And is not free as they claimed it to be. So I am giving this app 1 star because of bad customer service. *Updated on 9/29/2020 We were told to clean our email list and we did. Yesterday we spent hrs creating a really nice email campaign to send to our customers. The campaign was stopped by Omnisend and our account was suspended again. This app was a waste of time and money for us. And now we finally had enough and deleting our account. :(
We sincerely apologize for the trouble. Ira was trying to explain all the detailed steps in one email. The sending of campaigns was temporarily paused since the system detected some inactive emails on your list. Nothing to worry about, approx 30% of emails go bad in just one year, so regular list cleaning is a must to maintain good sender reputation among the inbox providers. Please clean your contact list with one of the list cleaning service providers, and we will reactivate the campaign sending right away! Follow this article for detailed guidance: https://support.omnisend.com/en/articles/2828597-troubleshooting-suspended-account#-your-recent-campaign-reported-bad-metrics By the way, only campaign sending was paused; your automation workflows are still up and running.
Aug. 4, 2020
I dont like to be negative and like to give everything a shot. This is not a very user friendly App. Couldnt even send out a mass email without getting my account suspended. After cleaning it the first time. I had to do it again for another mass email. Thye claim my contact bounce back was two high. The process is long to to get back up and running. Customer service is slow and lacks detailed instructions. Spent a week of downtime in trying to figure this out. Not a good system and not sure why there are so many 5 star reviews. It's a headache. I appreciate a response but its kinda to little to late. Which demonstrates the issue that you guys think just because you can throw a link and some instructions to someone and leave them to figure it out on their own. Hence, after over 43 emails back and forth one of your reps had offered to take care of the issue herself.
Sorry to hear your experience did not turn out as expected. Your sending was temporarily paused because the system detected some inactive emails on your contact list. Xenia is waiting for you to grant her access to your account, and she will be able to assist you with the list cleaning. Once your contact list is polished, we will resume the sending. Segmenting inactive contacts will ensure you great deliverability results going forwards! Detailed guide in segmenting inactive contacts in your account is below: https://support.omnisend.com/en/articles/1061868-segmenting-inactive-contacts
June 30, 2020
On this application description page, I did not find any description of the validity period. Now, the 50% off coupon code they provided has expired. Very disappointed. And, at this moment. They still show this coupon code.
Hey, don't be disappointed, we will, of course, apply the discount for you since it only ended a few hours ago :) Serge is already reaching out to you.
June 23, 2020
sorry but i found it too complicated to work on, it takes me out of shopify to create email and select one by one product to add there ......
Hey, we can solve this together! To help you onboard quickly, we have prepared the Onboarding course with video guidance >> https://www.omnisend.com/resources/onboarding-sessions/. More, our support team is ready to help customers set up 24/7, Xenia has already reached out to you :) Omnisend is designed to help you grow your business, and you can do a lot more than the regular promotion sending. You can create popup forms directly on your Shopify store, enable omnichannel automation workflows to message customers who sign up, browse your store, abandon carts, and more. And we have Product picker, so you don't need to add products manually >> https://support.omnisend.com/en/articles/1061865-product-picker. Drop a message to Xenia and we will set everything up together :)
June 11, 2020
TL;DR: If you're looking for an email app that offers a decent and reliable email automation system, omnisend is NOT going to work for you. I switched to activecampaign after a month of dealing with shortcomings and glitches on this app, and I've never been happier. I suggest you do the same. Based on my experience, this app is great for beginners who want an easy to use software with decent templates. If you're an intermediate or advanced email marketer who's looking to run automations, I can guarantee that this won't do the job. I usually don't leave reviews. But I feel obliged to do so in this case, because the ratings for this app are very misleading. This app is rated so highly because of the ease of use, and a very responsive support team that gives out discounts to unhappy customers generously. The software itself is very mediocre. EDIT 2: Another 2 weeks into using this, I found that the split feature for automations was not working properly. I had set up a sequence that would send subscribers an email only if they were given a certain tag. 1 week in, I found that all the subscribers in the automation were being sent this mail, even though they were not given the tag. I got in touch with the support team, who then confirmed that this was indeed a bug. They told me to stop the automation, and said they'll get back to me with a fix soon. They didn't give any specific dates. My subscribers have been sent random nonsense because of this glitch - people who haven't asked for or bought anything have been sent '[product] has been sent out' mails. EDIT: Xenia from omnisend got in touch with me, and she was very helpful throughout the process. They did propose a couple of workarounds, and shared some features unique to them, that I might find helpful. Although there are still some critical features that I would like to have on this app, I understand that they're working on it. Hopefully, these features will be up soon. INITIAL POST: I was looking for an email marketing app after migrating my website to shopify. Went with omnisend because of the great ratings. I've been trying salvage my decision and put this app to good use for 2 weeks now - but it's really just under-equipped and overpriced. Basic features that were available for free with my previous CRM, like choosing which days of the week automation emails go out, are not available on omnisend. I now have important promotional mails that will go out on Sunday, when nobody opens or reads them, and I can do absolutely nothing about it. I can't see which email workflows my contacts have gone through, and which emails they've received. I've had customers go through multiple sequences concurrently and receive multiple emails, because of the limited logic in the automation workflows, and the inability to see who's being sent what in which workflow. These are just a couple of examples of issues with this app. I could go on and on about other areas sorely in need of improvement. I got in touch with the support team twice, and all I got was that they'd raise this 'as feedback to the product team'. No workarounds, no concrete followups. And the worst part is that I have to pay between USD30-USD99 for this, when I could get all the features, plus more for a fraction of the price on other platforms - like activecampaign, sendinblue or mailchimp + zapier. I don't know how this app is rated 4.8 stars. Either people review it too quickly before they get to the features, or they just need a very basic email marketing app to send out simple campaigns (in which case there are a ton of free options out there).
Hi Sustenance, Each marketing platform is different. We call Omnisend all in one app, considering other apps in the market, our pricing remains very competitive. Here is what we offer on a regular Standard plan: - Email & SMS campaigns, campaign booster, and A/B testing - A variety of signup forms you can put on your website, including a landing page to share on social networks - Automated email & SMS workflows with the possibility to include both channels in one flow - Splits in automation and A/B test for splits, which helps to test, what content works best for your audience, which channels perform best, and a lot more! - Extremely fast and robust segmentation that updates dynamically. - Various reports to help you track the performance of your workflows, campaigns, a click map, and more. We understand that you were specifically looking for a couple of features we currently do not support. Nevertheless, we hope you can find the benefits of the features that we do offer and make good use of those. Serge has reached out to you with some recommendations and a workaround for your case. The Omnisend Team
June 29, 2020
whoever is planning to use this App, please dont!!!! they just keep charging you and taking your money but they DON'T DELIVER !!! i was charged 40$ for sms and when i finally wanted to use it for a campaign it is showing me 0$ balance and asking me to re charge again. Where did the $40 go??? apart from this whenever you send an email campaign, more then a 100 bounces!!! this is just unheard of!!!
Hello Mati, Sorry if your experience was not good. We can see that the team is now working to resolve all issues. Your account is active; once you finish organizing your contact list, you will be able to continue using all the features again. Customer success team
April 23, 2020
Review Update 4-23-20 Support just told me that they will not fix the problem because they test it on their end and it works for them. What this tells me is that they do not care about you. This is just a way to hide their software problems and just keep saying the same thing over and over as robots and nothing is fixed. To finalize it all, this time they said to me via chat, buy or use another computer maybe that will work but we will not fix anything. You do not have a sales rep that can take care of your account but instead, they have chat assistants that have no experience or are incapable of fixing any problem with the software. I am tired of your nonsense responses and unwillingness to fix the problem on your software. Users of this app, if they are not willing to fix any problems you face while using this app why in the world would you pay or keep paying them for a service that is not working as it should? ----------------------------------- Review Update 4-15-20. I followed up on all the steps you mentioned below 3 times and still, it does not work. We should be able to check the emails that were sent to clients without any issues. Do not let the app to use our client ip address and say that it is a customer viewing our site when they are not. That is a bad coding or bug in the software. also, you never see what the customer put in their cart it just says it sent an email but you can not see what products they added on the email when they sent the email to the customer. We should be able to see what product was put on the email when we click emails sent to costumers. --------------------------------------- Be warned users of this app. The live view does not display actual users' name and it uses different IP addresses with different names which are not your clients. I have tested this app in the default browser and subscribed to several forms that I created using our default browser google chrome. After, explaining 20 times the problem, showing them screenshots of me browsing our site and then going back to the dashboard to check the live view to see who was on our site at that minute I found out that it displayed me, as one of our existing clients browsing our site when in reality the client was not browsing our site and it was using one of our client's IP address instead of my own IP address and displayed me as one of our existing clients browsing the site. They have told me to clear up my cache, my browser history, go incognito, subscribe as incognito etc...but even after having done all that 5 times they still can not explain why is displaying me as an existing client browsing our site when in reality it was me the one browsing out site at that moment and minute. Test it yourself now and let me know if that is happening to you as well. This is frustrating and not a reliable way to check real visitors on your site. Best, Tom
We are upset to hear you had a disappointing experience, let us make it right! If you click into an email you sent to your customer, you might be recognized as your customer. Nothing to worry! Cleaning cache and cookies fully, not clicking on your customers' emails and starting fresh on your store will resolve the situation. Xenia from our support team will help you out with the steps; we are positive this issue will be resolved soon.
Feb. 27, 2020
Like the look of this app, however, after two hours of trying to set up, I give up. Not every easy to understand for a new user and thought it could link better with your store to be more automated or you could choose what you wanted. Most need you to input a product for a campaign, what a pain. Needs to have a tutorial to help you set up each campaign the first time. just way to hard to figure out on your own
Sorry to hear you went through such troubles setting up. We truly value your feedback, thank you for taking the time to write the review. The teams are already working together so we could provide improved training materials to our customers in the future for easier setup and use of our product.
July 3, 2024
Careful when useing Omnisend Facebook Custom Audiences !!! Somehow the connection betwen Omnisend and your Facebook Ads Account suddently gets deleted every few weeks. Like this you will end up with facebook eating up your daily budget for some advertising campaigns not targeting the audiences you created via Omnisend. You will not notice that the integration is not working and you don't get any notification about this error. Imagine how much money you can waste if you don't notice this. It happened now for more than 3 times over the last few months. Also every time this conection gets deleted you will need to recreate your facebook audiences which is also time consumeing. I wrote Omnisend 3 times about this and still no fix !
Hello there, Thank you for sharing your feedback and bringing this issue to our attention. We sincerely apologize for the inconvenience and frustration you've experienced with the Facebook Custom Audiences integration. We have checked our records and do not see any open tickets related to this specific issue. A senior representative has reached out to you to get more details and understand the situation better. Please respond to their email at your earliest convenience so we can work towards a resolution. We appreciate your patience and cooperation as we address this matter. If you have any further concerns or need additional assistance, please feel free to reach out to us.