Omnisend Email Marketing & SMS
Omnisend Email Marketing, Pop Ups & SMS for Shopify Stores
Rating
4.7
feedback
5,882
chart
#64
All reviews
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Nov. 11, 2020
Your interface and choice of colour make me dizzy. They are not user friendly at all. Everything seems complicated. Anyway I'm just another user. :)
Thank you for your review. It isn't very pleasant to hear you did not like our app. In case you decide to give it another try in the future, we hold onboarding webinars to walk you through our platform from start to finish, sharing tips and best practices that will help you quick-start your success with Omnisend. Link here >> https://us02web.zoom.us/webinar/register/WN_mn5QLEsKRLiCXMMyskojiQ
Nov. 10, 2020
Sorry guys, but your service just sucks and has a totally excessive pricing! Absolutely useless! You have to get every campaign going again by hand. Even the broken shopping basket standard mails hang up. 120 € to be deducted from a shop with 2000€ turnover. Outrageous! The painstakingly processed trigger mails, because they are extremely impractical to handle, were just triggered 22 times. You are not allowed to take your collected data and forms with you. There is no customer mail service? What a pity! Money and time wasting.
Sorry to hear you feel this way. Our app provides services to growing businesses; you can start on a Free plan and set up signup forms and send promotions to your audience. When you are ready, you can move to a paid plan and use advanced features, like automation, advanced segmentation, and more. More about features and pricing here >> https://www.omnisend.com/pricing/ We invite you to reach back to [email protected] to discuss the current feature set you are willing to use and find the best plan deal for you.
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. 10, 2020
Seems like all the email marketing platforms are a bunch of crap. Nothing stands out as "best" for any of them (mailchimp, klayvio, omnisend, sendinblue etc..) the free plan with omnisend shouldn't exist - this is a red flag and major turnoff. This is what you get with the free plan: 15,000 emails per month with a limit of 2,000 emails per day Up to 3 active Signup forms Possibility to send Scheduled campaigns Drag-and-drop Email Editor Mobile ready email templates Discount Content Block for your emails Segmentation Sales reports Website tracking (with data history for 1 month) Click Map If you want to send automatic emails (abandoned cart, birthday emails, welcome messages and more) you have to pay for the "standard plan" which should've been included in the free plan. Here is what you get for $16 per month or $13 per month when you pay for the entire year: Standard pricing plan provides you with everything you get on a Free plan, plus: x12 sending limits, check the pricing page to see how many email credits you will get for the number of contacts you currently have Automation Workflows (to send abandoned cart, birthday emails, welcome messages and more) Automation reports A/B test campaigns SMS channel for campaigns and for automation Product Picker and Product Recommender Interactive email elements Set-up up to 20 Segments Unlimited Signup forms with the possibility to add additional fields Wheel of Fortune Website tracking (with data history for 3 months) Multiple users for your account 24/7 live chat support Many of the great 3rd party app integrations, such as Smile, LoyaltyLion, Yotpo, ReCharge, etc.) I would've considered paying for the standard plan since Omisend seems to be the cheapest email marketing platform (between Klayvio and Omisend) but when I saw I couldn't send basic "welcome" emails without paying $16 per month, I decided against it. I saw a few reviews that mentioned how you will end up paying Omisend way more than you need to, I guess this is a good example. I do not recommend Omisend, it's no better than the others - at least (with other platforms) you can send a free "happy birthday" or "abandoned cart" email.
Thank you for your review. We are not another marketing platform for everyone. Access to automation on a Standard plan allows you to combine email and SMS in one workflow to welcome your customers, catch abandoned carts, send messages for browse abandonment, customer reactivation, and a lot of other different occasions. You will also get access to live chat customer support who will help you set up and share some best practices. We offer a free plan option for starters who need basic email marketing now but are ready to grow their business. Here are some customers sharing their stories about how Omnisend helped them succeed >> https://www.omnisend.com/resources/customers/ Why don't you give Omnisend a try? We will happily prolong your trial period so you could have enough time to test out the different features. Just drop a message to [email protected]
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. 2, 2020
This is impossible to use. After reading the reviews it’s clear it’s not fit for purpose so I will delete it and use mailchimp I wasted time creating an email for my subscribers only for this incompetent app to say that my email is missing “senders email missing” Good luck to anyone trying to find out how to add it...its not an option. You cannot click it to add it manually and their info is just about money. Awful.
It's upsetting for us to hear you are thinking about moving on. Our support team is available on [email protected] 24/7 to help you navigate the product, and even the FREE plan users have access to support. Here is how you can add your sender's email: 1. Navigate on the Profile icon, go to Store settings >> Settings >> Channel settings 2. Click the Add sender's email address button >> enter the sender's email you will use to communicate with your clients >> hit SAVE 3. Once you add the email, click the Verify email button on the right-hand side next to the recently added email address. We will send an email to that inbox for final verification. And that is it! You add and verify the sender's email once, and then you can successfully use it for as long as you need it!
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
July 16, 2020
Omnisend and Shopify each point the finger at the other when a bug in one of their systems (or connecting API) resulted in a purchaser receiving two automated abandoned-cart emails from Omnisend after the purchaser completed submission of a paid-up order on Shopify. Inexcusable, and Omnisend support still won’t help help troubleshoot or fix the problem
We apologize for making you feel this way. It seems that the issue occurred due to the fact the email address was used when triggering your Abandoned cart automation, while the order was placed with the phone number only. Omnisend is an omnichannel app, and we use an email address or a phone number as unique identifiers of the contact in our system. This way, our customers can switch between the channels and provide their customers with an omnichannel experience, so they could be contacted in the way they prefer. We have a solution for you! To prevent such an issue from happening in the future, we recommend making an email address field as required when placing an order in Shopify.
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 28, 2020
I give up, wasted an hour clicking around trying to simply find an option to edit or enable my workflow, i only have the option to upgrade (how convenient). My email is verified as per their tutorials. Not clear what's available on the free plan. Will use another well-known email app instead.
We are sorry to hear you faced such problems :( Next time, just reach out to us right away; our support team is ready to assist via email, in-app chat, or Facebook 24/7. As for the pricing, we have a dedicated page on our website, listing all the different features that come with different pricing plans. On the free plan, customers can send newsletters, up to 2000 emails per day, set up signup forms, use segmentation, and have access to reports. All details >> https://www.omnisend.com/pricing/
June 28, 2020
I did not like this app. Customer support is not great either. Poor app.................................................
Hi, we noticed that your experience was not good. But we just wanted to let you know that we are here for you. Our support is available via chat and email 24/7 and can guide you through the account setup. Polina reached out to you via email with some recommendations.
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
May 20, 2020
Xenia dealt with my problem. Poor customer service, rude and unhelpful. Problem unsolved and left out of pocket.
We are sorry to hear you feel this way. As per our terms of use, we do not offer a full refund if the service was used during the billing period. However, Jurate from the Support team has reached out to you; we will find the best resolution for your situation!
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 18, 2020
Very bad customer service and support is sucks they never reply. I had issue sometime each customer get 200-300 auto emails I got so many complaint from customers they complaints about it due to this issue we see lot of our customers unsubscribed the newsletter....I contacted to tech support so many time and they never ever replied or resolve the issue. I just canceled the subscription and i had balance on SMS account they refused to refund that...Very bad experience never use this app again!!!
We apologize for the issues you experiences. We can see you reported deliverability issues a couple of months ago. Our agent Arina shared some best practices that you could follow to improve it - frequent campaign sending, improving the content as well as targeting the specific contact groups with your newsletters to have better engagement. We are upset to hear you have not received our recommendations. We are here to help, and we believe we can resolve all the issues with your cooperation, Xenia has reached out to you.
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.
March 28, 2020
I've been contacting the support team for so many times but no one responded to me at all. But they said their help is available 24/7. Where is the help now when I needed it.
Hello Bedazzled Closet, We are available 24/7, and you can reach us via the in-app chat on the Omnisend app, find the chat bubble on the left bottom corner. Usually, customers get a response within a few hours. It seems like you may have sent us an email that was not delivered. But we are here to help, reach out via the in-app chat, and we will solve any issues you are having.
March 5, 2020
Terrible experience! A copycat of Mailchimp without some important features like HTML or CSS integration. Probably it’s great in automations, but what’s the need of these automation if you can create only ugly emails
Hello MatchaBotanicals, Sorry you feel this way about our tool. Xenia actually reached out to you with the different ways you can use HTML block in both, campaigns and automation. Please explore and let us know if this would work for you. More, we are expanding the variations of templates you can use for your emails all the time, so more are on the way. We appreciate your feedback.