Omnisend Email Marketing & SMS

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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!

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.

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.

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。

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.

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

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 !!!

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