Omnisend Email Marketing & SMS
Drive sales with email marketing, newsletters, SMS, and popups
Rating
4.7
feedback
2,934
chart
#92
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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.
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.
Dec. 17, 2019
Extremely poor customer service. In comparison to other apps on shopify this app is painful to use. Move on from this one.
Sorry to hear you had a disappointing experience. Seems like there were some old contact emails on your list that no longer exist, therefore we had to temporarily pause your sending so your sender reputation is not harmed. There is nothing to worry about, as soon as you delete or unsubscribe those old emails, we will resume the sending. You will be able to benefit from the variety of great Omnisend features, such as omnichannel campaigns and automation messages, segmentation and more!
Dec. 9, 2019
Never got it to send, said my list was dirty, but no way to upload my hard bounce list. Looks good, also had an outage so missed a key milestone. Support was poor and they couldn't fix the problem.
Sorry to hear you had a disappointing experience. Seems like there were some old contact emails on your list that no longer exist, therefore we had to temporarily pause your sending so your sender reputation is not harmed. There is nothing to worry about, as soon as you delete or unsubscribe those old emails, we will resume the sending. You will be able to benefit from the variety of great Omnisend features, such as omnichannel campaigns and automation messages, segmentation and more!
Dec. 5, 2019
Unfortunately after nearly 2 hours and communicating with their customer service line no one could figure out how to make it work with Shopify. For me Omnisend was a total waste of time and sticking with my Vertical Response platform for all my emailing. Very dissatisfied with Omnisend and sad that even their customer service rep could not figure things out for me.
Nov. 24, 2019
DO NOT GET THIS APP!!!!! I NEVER HAD PROBLEMS WITH MAILCHIMP I migrated to this app when they stopped the shopify integration and now SO MANY of my subscribers don't get the emails and these are subscribers who even put our emails in their VIP list. Not only do they not get the emails but they don't even go to their JUNK OR SPAM HORRIBLE AND THIS HAS HAPPENED MANY TIMES AND THE SUPPORT HAS NOT BEEN ABLE TO FIX IT - DO NOT GET THIS APP - ALSO I ONLY SEND ABOUT 1 EMAIL PER WEEK (not everyday like some websites)
Top Nutrition and Fitness, We apologize that we failed to provide the experience you deserve. Upon investigating your account, our Deliverability team detected an issue with the domain you were sending the emails from. The issue is now fixed and your emails should reach your subscribers' inboxes. Xenia from support is reaching out with recommendations on how to rectify the situation a lot quicker with sending to your most engaged contacts, in order to improve your open rates to the average rates in the market. Customer success team
Nov. 6, 2019
I was using Mailchimp and I decided to switch to Omnisend because I thought it was better for Shopify (note: and it's more expensive). For the past two or three months, my sales have dropped, half of my customers don't get the emails, I had problems with the sync between other small issues. The support changes all the time so you never speak with the same person and every new person answers you a random answer. I asked to speak on the phone with someone in order to solve all this issues and they have no phone support. This app was a very poor choice.
So sorry to hear you are experiencing issues with deliverability. We have just signed the domain records for you to help you improve deliverability. Katherine will reach out to you today with guidance on how to set those up and other recommendations to improve open rates. We will follow the progress with you, with the right means and actions we will get email deliverability back on track!
Oct. 12, 2019
I tried to send my first email campaign today - which is time critical - and when I tried to send it, it suddenly said my account is suspended. No information on that during the two hours I worked on the campaign. Also, no way to resolve this except email support. My emails were collected via opt-in, my store is GDPR compliant and running well. What else do they want? No idea. But my campaign for today seems ruined. Can't recommend this business. If you suspend people's accounts, you need better notification and resolution options. This isn't good enough.
Hi, Please accept our sincere apologies for the delayed campaign. Usually, verification of the first campaign takes up to 30min, to ensure your sender reputation is kept intact in case too many inactive emails are spotted on the contacts list. We made a mistake this time and your campaign was stuck for a much longer period of time. Unfortunately, we cannot undo the campaign sent and can only apologize that you were affected by this issue. We promise better care next time and longer trial period for you to feel the benefits of Omnisend. Katherine is reaching out to you with more statistics on the campaign sent and our proposal. We hope to win back your trust!
Sept. 26, 2019
STORE OWNERS MUST READ: 1- First off, I have no clue how they got all these positive reviews since the app is extremely frustrating to use. 2- Forget about drag and drop, is non existent in this app and you have to manually upload each image which is time consuming and tedious. 3- HORRIBLE customer service. They misinformed me because they have no clue of what they're talking about (I guess the reps are outsourced and not fully trained) so I couldn't fully email to my entire list and I paid for an upgrade and seems that all the emails ended up in everyone's spam folder. 4- When I emailed saying that I wanted to cancel they had a guy call me to convince me their app is the best out there and I should keep it and instead upgrade to their service where you have an account manager to help you which is extremely over priced. 5- The app is more over priced than every email marketing app in the app store and you have AN EMAIL LIMIT you can send monthly. So overall TAKE YOUR BUSINESS ELSEWHERE, OMNISEND IS NOT WORTH IT!
Hi, Let us apologize for the overall experience you had with Omnisend. We have an extensive Knowledge Base to help our customers navigate through the product and set up their accounts, did you get a chance to check it? https://support.omnisend.com/en/ More, our Support agents are definitely here to help and guide you through. As for the email credits, if customers send to a healthy list, following our recommendations, they never run out of credits. This is the reason our pricing is based on the number of contacts you have - if the list grows, the price increases, as well as the number of email credits granted increases. Omnisend is not just a regular newsletter app, we offer an extensive list of automation flows, different channels for communication, such as SMS, Facebook Messenger, Push Notification, etc. and a lot more for our customers. And we still offer a very competitive price on the market. We want to kindly thank you for the feedback that will help us improve in the future. We have now passed it to the product team as well, to ensure we add such functionalities as drag and drop from the computer in the future.
July 31, 2019
We just trying to move over from mailchimp and sent out an email campaign that has not been sent to all our subscribers- there are way too many issues on this service! Second issue was that the emails were going from them on our behalf and again not arriving into our subscriber database. There are some serious problems with this service. DO NOT USE- BUYER BEWARE!!!
We are not happy that your first experience was not as expected. We can see that the teams have already signed a domain for you and made some changes to the IPs to improve the deliverability. More, Katherine from support will provide you more recommendations to ensure we find a permanent solution for you. We truly apologize for this situation and hope to turn things around for you asap.
June 5, 2019
This app is a complete scam. I'm unsure where these positive reviews are coming from but if you have a large mailing list, BUYER BEWARE! They added 8,000 untraceable subscribers overnight to our list. I'm not exaggerating, you read that right. We sent our last campaign on May 27 to all subscribers and the following afternoon when we logged in, our subscriber count had shot + 8,000 subs. Luckily, we've been working on our list for the past week so it was caught right away. They were trying to place the blame on us saying we may have added 8,000 contacts manually (on what planet?). After we implied that these were added by them and this is bad business and suspicious on their part, they apologized profusely then started completely ignoring us until we got Shopify involved. Though, mind you, they were replying within 10 minutes of our messages prior to this. We finally received a response after Shopify stepping in and after much back and forth they tried to say it was a "bot attack", lol - right. In the almost 4 years we were with Mailchimp, this has absolutely never happened. Either they have no clue what's happening and there are some serious flaws in their platform or they're trying to place the blame elsewhere. The really strange part is we cannot trace them, no matter how many times we segment list and countless filters/tags we've tried. Nevertheless, this entire app is suspect. And with this sort of ridiculous response after days of being ignored, which is a pretty serious issue to ignore by the way, we immediately cancelled our account. Shopify should definitely stop recommending this app to accounts migrating from Mailchimp, it's a complete scam and their "customer service" really has no knowledge of the platform and selectively mark messages as seen and unseen. This was a complete waste of time all around. Watch Omnisend reply to this review with some BS. Save it, we've heard it all from your "team".
Apologizing is not enough to compensate for the issues you experienced. We definitely should have kept a better communication with you and kept you updated about the status of your case, our developers were still looking into the issue. We have resolved your puzzle and our Account Manager Laurynas reached out to you in a separate mail, with an extensive explanation on what happened, how to resolve it to ensure it does not happen in the future. It is definitely not the spam-bot attack and our support answer lacked competence at this point. So sorry that this took up to the point where you decided to cancel your account. If you give us a chance, Laurynas will have a call with you to resolve the case entirely and discuss the terms that would convince you to start again with us from a clean slate. We admit all our mistakes and truly hope you can give us one more try.
May 29, 2019
Non-existent support, in my case they have not answered me. The automation for abandoned carts is not working, the mails are not received
We apologize you did not get a response on time. Our service provider reported a problem where some of our emails were not delivered to our clients within the past few weeks. We can assure that the issue has been resolved as of 29th May. Our Customer Support Team reached out to you in a separate mail, please respond to us and we will find the best solution to your situation!