Omnisend Email Marketing & SMS

Thank you for sharing your feedback. We completely understand how receiving outreach at the wrong moment can feel intrusive, and we're sorry the experience left that impression. To clarify: the communications you received weren't triggered by uninstalling our app. The timing was coincidental. Your account had been on our free plan for some time, and you were included in a routine campaign we run for free-plan users who haven't yet had a chance to connect with our team. The campaign itself involved a small number of touchpoints across a few days. That said, we hear you. We've made sure you're unsubscribed from any future outreach, so you won't hear from us again unless you choose to reach back out. We appreciate you bringing this to our attention, and should you ever want to give Omnisend another go, we'd genuinely love the chance to make it right.

Thank you for taking the time to share your experience. We’re sorry to hear that your first impression of Omnisend felt frustrating, especially while you were still in the process of setting up your account. When an account is flagged for review, some communication channels may be temporarily disabled while our team checks whether the account can be supported under our platform policies. We understand that being asked several questions at the start may have felt less helpful than expected. These details are required for our Compliance team to complete a proper review, but we appreciate your feedback on how the process could have felt clearer and more guided. After a thorough review, our Compliance team determined that we’re unable to offer our services in this case. While we’re not able to share the specifics of the review publicly, our Terms of Service require all accounts to operate in compliance with applicable laws and regulations, including those related to third-party intellectual property rights. Decisions like this aren’t taken lightly, and this process helps protect customers, recipients, and the overall deliverability environment for everyone using Omnisend. Thank you again for considering Omnisend. Our team remains available through the existing support conversation if you need any further clarification.

Thank you for sharing your experience. We're sorry the response times during this interaction didn't meet your expectations - we completely understand how frustrating that can be when you're in the middle of a technical issue. On the day you reached out, our team was handling an unusually high volume of conversations, which caused delays beyond our typical response time. DNS configuration reviews can also take a bit more time than usual, as our team needs to carefully assess the full setup before suggesting any changes - getting it wrong can cause bigger issues down the line. We realize that context doesn't make the wait feel any shorter, and we're sorry it left you feeling unsupported. We're glad you managed to get things sorted, and our team also followed up directly to make sure nothing was left unresolved. This interaction has been noted internally, and we're always working to improve how we handle peak periods so delays like this are minimized. Whenever you need us, we're just a message away - and we're committed to earning your trust back through every interaction, because your success truly matters to us.

Thank you for taking the time to share your experience. We know how much trust it takes to move your business to a new platform, and we're truly sorry the process didn't go as expected. When you submitted your migration request, our team began working on it in good faith. Unfortunately, Yotpo unexpectedly shut down operations on June 20th, cutting off access to their platform entirely and making it impossible to complete the migration. This caught us off guard, too, and we understand how disappointing that must have felt after already waiting. We also recognize that the communication around this situation could have been handled better, and we'll make sure that's reflected going forward. Your contacts are already in Omnisend, and our team is right there with you every step of the way. Getting you fully set up is the priority, and we're not going anywhere until that's done.

Thank you for sharing your feedback. We're sorry your onboarding experience didn't start the way it should have. After reviewing your account, we found the contact count difference came from how the Klaviyo migration worked. The Klaviyo Data Import Tool brought over all contacts, including those with "never subscribed" status in Klaviyo. In Omnisend, those become non-subscribers, and since they're eligible to receive transactional and behavioral automations, they count toward your billable total. That's why the number looked significantly higher compared to what Klaviyo was charging. We're glad our team was able to clear this up and move your account to a fixed tier based on your actual subscriber count, which should feel much more in line with what you were expecting. We genuinely want to make sure you get the most out of Omnisend, and we're just one message away whenever you need us.

Thank you for sharing your experience. We hear you, and we understand where you're coming from. To clarify: downgrading to the Free plan doesn't require going through a retention representative. It can be done directly in your account under Store Settings > Pricing and Usage > Cancel. When the chat routes you to our team first, it's because we genuinely want to understand the reason behind the change, so we can improve and make sure you're on the right plan for your needs. It wasn't meant to create barriers, but we completely understand how it felt that way, and that's fair feedback we'll take seriously. Our support team also offered to handle the downgrade for you directly in the chat, and we're glad they were able to step in quickly. We appreciate you raising this. Making plan changes simple and accessible matters to us, and your perspective helps us look at where the experience can be clearer. If there's anything else you need, we're here.

Thank you for taking the time to share your feedback. We always want to better understand which parts of our platform customers feel are not user friendly, so we’re glad we had the opportunity to learn more about your experience. We understand how important it is for automations and SMS workflows to feel intuitive, especially when you’re trying to set things up quickly and efficiently for your business. In this case, the current limitation around dynamic product details in back-in-stock SMS messages did not align with what you were looking to achieve. Our team did their best to clarify how the feature currently works and offer alternative solutions, including combining SMS with email for a more complete back-in-stock experience. We also shared your feedback internally with our product team for future consideration. We genuinely appreciate you sharing your perspective, as feedback like this helps us continue improving both the platform and the customer experience.

Thank you for your feedback - we appreciate you sharing it. We'd like to clarify how our pricing works for anyone reading this. Omnisend charges based on billable contacts, not the number of emails or campaigns sent. Billable contacts include: • Subscribers - contacts who opted in to receive marketing • Non-subscribers - contacts who placed an order, abandoned a cart, or created an account without opting in to marketing Our pricing is publicly available, so there are no surprises - and we're always happy to help find the plan that best fits your sending volumes and contact list size. Feel free to reach out to our support team via the in-app chat or at [email protected] and we'll be glad to help.

Thank you for sharing your experience. We understand why seeing different prices on Shopify and our website would feel frustrating, and we’re sorry the pricing structure did not come across clearly. The Shopify App Store shows our base starting price of $16 for the Standard plan, which applies to accounts with up to 500 contacts. Pricing scales based on the total number of contacts in your account, which is why you saw a different amount when viewing plans for your specific account audience size. Our billing is based on billable contacts, which includes both subscribers and non-subscribers. Non-subscribers are contacts who can still receive valuable automated emails like abandoned cart reminders, order confirmations, and post-purchase follow-ups through our platform. We understand this model can feel unexpected, especially if you were anticipating billing based solely on subscribers, and we appreciate you sharing that feedback with us. We're aware that the way pricing is displayed on Shopify has caused confusion, and our team is actively working on making this clearer. Your feedback is valuable to us, and we're grateful our support team had the opportunity to work with you directly to find a pricing solution that better fits your needs and business goals.

Thank you for taking the time to share your experience and for flagging your concerns. We understand how frustrating it can feel when pricing doesn’t match your expectations, especially if it seems unclear at the start. We want to clarify that Omnisend does not charge a flat mandatory $500 monthly fee just to keep an account active. Our pricing is based on the selected plan tier and usage, including contact count and optional add-ons such as SMS. From what we can see, you were using a plan subscription alongside additional SMS credits purchased separately. While this setup is available, it is not always the most cost-effective option, and we understand how this could lead to higher-than-expected charges if not optimized. After reviewing your account, we found that your charges have remained consistent throughout your billing cycle, with no unexpected increases. That said, we genuinely want to help clarify any confusion and make sure your plan works for your business. Our support team has reached out to you directly to review your billing in detail and explore options to optimize your pricing setup based on your actual usage.

Thank you for taking the time to share your experience. We understand how disappointing it can be when the pricing you expected doesn’t align with what you see when reviewing available plan options. To clarify, the $16 plan shown on the Shopify App Store is a starting price and applies to stores with up to 500 contacts, including 6,000 email sends to that audience. As the size of an account’s contact list increases, pricing adjusts automatically to the corresponding tier to support that audience size. (https://www.omnisend.com/pricing) Omnisend pricing is based on the number of contacts rather than only the number of emails sent. Even if email volume is low, supporting a large audience still involves deliverability, compliance, and infrastructure costs, which is why we do not currently offer a purely pay-per-email model, though this feedback has been shared internally. We recognize that this pricing structure can feel misleading when the audience-size limits are not immediately clear, and we appreciate you calling this out. Our team is actively reviewing how this information is presented to make expectations clearer upfront. If you decide to review your options or need support at any point, our team is here for you.

Thank you for taking the time to share your feedback and for raising this concern with our team. We completely understand how frustrating slow-loading emails can be, especially when performance and customer experience are critical for your business. Our technical team carried out a detailed investigation and confirmed that the behavior is primarily related to how certain email clients, particularly Gmail, cache and process product images. In some cases, Gmail’s proxy servers cache the original full-size image instead of the optimized version provided by Shopify, which can result in unnecessarily large image downloads inside abandoned cart emails. You were absolutely correct in pointing out that this experience can be improved. Based on your report, our team has already submitted a feature request to implement a better handling method for abandoned cart product images, where smaller pre-resized versions would be explicitly requested and served for email use. This would help reduce loading times significantly, especially for Gmail recipients. We truly appreciate you bringing this to our attention and sharing detailed feedback throughout the investigation. Input like this helps us improve the platform, and our team will continue working toward a better solution here.

Thank you for taking the time to share your experience. We’re sorry to hear that it felt so frustrating, and we understand how disappointing it can be when expectations are not met. We want to clarify that our Terms of Service state that paid charges are non-refundable once processed. This policy is in place to keep billing consistent and transparent for all customers. That said, we recognize that every situation is unique, and concerns are reviewed on a case-by-case basis rather than dismissed outright. In this case, a senior support specialist has already reached out to you directly regarding your account to make sure your concerns are properly reviewed and explained. We are unable to discuss account-specific outcomes publicly, but please know your feedback has been seen and taken seriously. Should you decide to keep working with us, we remain ready to support your business every step of the way.

Thank you for sharing your experience and for being open about how frustrating this felt. We’re sorry to hear that the onboarding process didn’t meet your expectations, especially after being referred to us. We want to clarify what happened with the SMS setup. Promotional SMS messages to UAE numbers require a registered Sender ID, which is a government requirement. This registration process is handled by the local SMS provider and requires very specific documentation. In your case, the initial submission was missing required details, which led to follow-up requests and unavoidable back and forth before the provider could proceed with verification. We understand how this can feel like unnecessary delays, particularly when timing and revenue are critical. While we guided the process and kept you informed, the approval timeline and requirements are ultimately controlled by the SMS provider and local regulations, not by our platform. That said, your feedback about the onboarding and support experience is important to us, and we’ll be using it to improve how we set expectations and guide customers through regulated SMS setups like this. If you’re open to continuing the onboarding, our team is here to help and happy to support you further.

Thank you for taking the time to share your experience. We sincerely apologize for the frustration this situation has caused. We fully understand how important it is to be able to send campaigns without disruption, and we’re truly sorry for the inconvenience and for any misunderstandings that may have occurred during the troubleshooting process. We never intend to place blame, and we genuinely appreciate the time you spent testing across different devices and browsers. Based on our investigation, we were not able to reproduce the issue on our side, nor did we receive similar reports from other customers, which leads us to believe this may have been an isolated case. That said, we recognize how disruptive this was for you, and we’re sorry it impacted your experience. Regarding the concerns you raised about billing, our senior support specialist has reached out to you directly to continue the conversation and make sure everything is reviewed thoroughly. While we cannot discuss account-specific outcomes publicly, please rest assured that every case is evaluated carefully and in accordance with our policies. If you would still like us to continue investigating the root cause of the issue or provide further clarity on what may have happened, our team remains fully available and ready to assist.

Thank you for taking the time to share your experience with us. We’re sorry to hear that the SMS estimate shown during signup felt misleading — we understand how disappointing that must have been. When you upgrade to the Pro plan, you receive monthly SMS credits equal to the price of your plan. The number of SMS messages shown during signup is always an estimate because actual SMS costs vary by country and by message length. This means the system can’t display a guaranteed fixed number, only an approximate value. In your case, you did receive your full monthly SMS allowance. The credits were used more quickly because SMS messages sent to the UK are more expensive compared to the U.S. rate used for estimation, which reduces the total number of messages that can be sent with the same credit amount. To help clarify this during signup, the plan page includes an information (“i”) icon next to the estimate, noting that the actual number of SMS may differ based on recipient country pricing. Still, we understand how this could have been confusing, and we appreciate you bringing it to our attention. We will be using your feedback to improve the clarity of our signup process — especially around how SMS estimates are communicated — to ensure this information is even clearer for future users.

Thank you for taking the time to share your feedback. We’re very sorry to hear that our pricing information felt unclear — we understand how frustrating that can be when comparing plans and getting started. On our Shopify listing, we indicate that the Standard plan starts at $16 and the Pro plan starts at $59, which is also reflected in the screenshots you shared with our support team. These starting prices apply to stores with smaller contact lists — up to 500 contacts on Standard and 2,500 contacts on Pro. During the signup process, the pricing adjusts based on the size of your audience. Since your contact list is significantly larger, the system automatically displays the plan tier that matches your sending needs. As your audience grows, the cost of email marketing increases accordingly — which is a positive sign of business growth, but we know it can also be unexpected if you’re seeing the adjusted price for the first time. If you noticed any inconsistency or something that doesn’t match what’s shown on Shopify, we’d be grateful if you could share the link or screenshots with us so we can review it right away. Transparency in pricing is very important to us, and we want to ensure everything is clear and accurate. Our support team has also followed up with you directly to further clarify how our pricing scales and to answer any additional questions you may have.

Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and understand how frustrating this situation must have felt. At Omnisend, we take compliance with our Anti-Spam Policy very seriously to ensure that all users operate in line with industry standards and regulations. This is a key part of maintaining a safe and effective email marketing environment for everyone. When an account is found to be in violation of this policy, our Compliance team is required to take action, which may include suspending the account. While we’re unable to share specific details about individual evaluations, we hope that reviewing our Anti-Spam Policy provides more clarity on how these decisions are made and why they’re necessary. You can find our Anti-Spam Policy here: https://www.omnisend.com/anti-spam/