Omnisend Email Marketing & SMS
Omnisend Email Marketing, Pop Ups & SMS for Shopify Stores
Rating
4.7
feedback
5,866
chart
#47
All reviews
Rating Breakdown
Review RSS Feed
Aug. 26, 2024
crappy app, suspended my account for no reason and no emails have been going out for lord knows since when.
Thank you for sharing your feedback. We apologize for any inconvenience and frustration caused by the suspension of your account. As communicated by our senior agent, following a detailed audit by our Compliance team, we regretfully had to suspend your account in adherence to our Anti-Spam Policy and Terms of Service. These policies are in place to ensure the safety and security of all our users. This decision is final, and we are unable to reinstate your account. We understand this may be disappointing and are truly sorry for any disruption this has caused. If you have any further questions or need additional clarification, please feel free to respond to the email from our senior agent. Thank you for your understanding.
Aug. 22, 2024
I recently downloaded this app for my Shopify website Email Marketing. I have been requesting a demo of the app with no response. I sent several emails asking for help setting up the app no response. I am now thinking of deleting the app and finding an email marketing app with better access to support. if anyone has any suggestions please feel free to let me know thanks.
Hello there, Thank you for sharing your experience, and I'm sorry to hear about the difficulties you've encountered in accessing support. I understand how important it is to feel supported as you set up your email marketing tools. We do not offer a demo period; however, we provide a comprehensive free plan that allows you to explore all the features of Omnisend without any time limit. With our Free plan, you can send up to 500 emails to 250 contacts, utilize Automation features, send 60 international SMS messages (one-time usage), and use 500 push notifications per month. This plan also includes access to third-party app integrations, unlimited segmentations, signup forms, and user seats in your account—no credit card required. For a detailed overview of what each subscription plan offers, please visit this link: https://www.omnisend.com/pricing/. A senior representative has reached out to provide detailed guidance on setting up and making the most of these features. Please check your emails for further instructions, and do not hesitate to respond for more personalized support. We're here to ensure you have all the tools and assistance you need to succeed with Omnisend. Thank you for your patience and understanding.
Aug. 15, 2024
STAY CLEAR - I would say stay away from this company if you would like customer support. They don’t provide anything but empty promises and ongoing stress. The only lady that has been helpful was the one that set it up but apart from that it’s terrible. They charge you for a subscription you can’t even access and when you ask for a refund they say well it’s because there was still emails getting sent out you still have to pay. ( what a joke because I couldn’t even get access to the account ) went to my bank and forced the refund on Omnisend as it wasn’t suppling the full goods or service I was paying for. And now the stupid company won’t disconnect from my website and keep sending me emails saying I need to pay money for sms credits but they confirm my account has been cancelled and closed off? But no it hasn’t as if I go on my website the automations are still running, but now I’m not paying so what a nightmare. Sort your workflow and customer accounts out as I don’t want to be associated with omnisend anymore. Remove my details and unlink from my website. Enough is enough!!!
Hello there, Hello, I’m truly sorry to hear about the challenges you’ve faced and the frustration it’s caused. We understand how important it is for our customers to have a smooth experience. I want to assure you that a senior representative reached out to you previously to confirm the account deletion and provided details about the charges. Additionally, the refund you requested was processed 21 days ago. If you’re still encountering issues or have further concerns, please review the email from our senior agent. Your feedback is important to us, and we’re here to help resolve any remaining issues. Thank you for your understanding and patience.
Aug. 2, 2024
This app was good, untill they started deceiving their customers. At first, the payment was based on how many emails and sms messages can you send, now they are doing some tricky way to take money from you, and they are charging on the amount of subscribers you have. We have just 600 active subscribers, and they are charging us like we have 3000 +. HIGHLY AVOID THIS APP!!!
Hello there, Thank you for sharing your feedback. We apologize for any confusion and frustration you’ve experienced regarding our pricing structure. Our billing system is designed to be transparent and fair, charging based on the number of subscribers and non-subscribers in your audience. A senior agent has already reached out to address your concerns and provide clarification. Please respond to their email so we can assist you further and resolve any issues. We appreciate your patience and understanding as we work to improve your experience with our service.
July 20, 2024
trash app, i will be switching to klavyio or something else. I currently have this for 3 stores but today was the breaking point. They always require some type of domain email verification and their support is garbage. Claim to reply in under 10 minutes but don't. DO NOT OVER PAY FOR THIS email provider, they are terrible.
Hello there, Thank you for sharing your feedback. We sincerely apologize for the frustration and inconvenience you’ve experienced with our service. We understand how critical timely support and reliable functionality are for your business. The domain verification issue you’re encountering is related to having multiple SPF records on your end. To resolve this, please merge the records into one and delete the extras, as our agents have advised. A senior agent has already reached out to you to address your request and provide further assistance. We strive to respond as quickly as possible and regret that we did not meet your expectations in this instance. We are committed to resolving this matter and improving your experience with our service. If you need any additional help, please respond to the email from our senior agent. Thank you for your understanding and patience.
July 13, 2024
App is not working for couple of days, I can't contact with support. Very poor quality.
Hello there, Thank you for your feedback. We apologize for the inconvenience you've experienced with our app and the difficulty in reaching our support team. We understand the frustration this situation has caused and are committed to resolving the issue as quickly as possible. A senior representative has reached out to you to assist with this matter. Please respond to their email at your earliest convenience so we can provide the support you need. We appreciate your patience and understanding as we work to improve your experience with our service.
July 15, 2024
UPDATE: No resolution has been reached, and the only pricing you offer is for the quantity of emails and messages sent. Very nice smoke and mirrors response. Omnisend keeps increasing the price of our subscription, hoping we won't notice. Since we don't send out emails monthly, they now charge us $25 a month for sending zero emails. Additionally, we currently don't use their services; we just maintain our subscription to collect emails. Additionally, we placed a hold on the card we were using until we could contact Omnisend. However, we were required to pay our invoice before being able to contact support. This is extremely poor service and reflects the platform's prioritization of greed over customer care.
Good day, Brian! Thank you for updating your review. We apologize if it appeared that your request was ignored. Our senior representative has reached out to you previously with a suggested solution but did not receive a confirmation. Based on your latest update, we have reached out to you again to assist with your issue. For your privacy, we recommend getting back to us via the email sent by our senior representative. This will allow us to address your concerns more effectively without disclosing private details publicly. We appreciate your cooperation and look forward to resolving this matter for you. ------------------------------------------ Original reply: Hello there, Thank you for your feedback. We apologize for any frustration and confusion caused by our billing system. To clarify, our billing system calculates the number of subscribers and non-subscribers in your audience each billing cycle, which determines your price tier. As your audience size has increased, the subscription cost has also increased accordingly. Your account remains active with Omnisend, which is why you continue to incur charges. If you no longer wish to be billed, please ensure you cancel your subscription. A senior representative has reached out to you to discuss this matter in detail and assist you with any further questions or concerns. Please respond to their email at your earliest convenience. We appreciate your understanding and are committed to improving your experience with our service.
July 5, 2024
Wouldn't refund me after 2 hours into the subscription and no functions were used. Customer service refuses to contact me.
Hello there, Firstly, I apologize for any inconvenience you may have experienced. We genuinely value our customers and strive to provide the best possible service. I understand your frustration, and I want to clarify that your refund request was not ignored. Our team was actively working to find a workaround to increase your sending limit in the hopes of keeping you as one of our valued customers. However, as per your request, I would like to inform you that a refund was issued on July 5. You should see the funds transferred to your bank account within 5 to 10 days. If you have any further concerns or need additional assistance, please feel free to reach out to us.
July 2, 2024
They are taking advantage of customers. Despite preventing me from sending SMS, they refuse to refund my money. In 2024, paying for email sends is outdated when other services offer unlimited emails with their plans. They won't let me use SMS but won't return my funds either. Diego behaves like a con artist. Initially, when I asked for a refund, he ignored my messages over several days. Later, when I tried sending an SMS out of frustration, he claimed I forfeited my refund eligibility for attempting to use the service. This platform isn't user-friendly; you can't buy SMS credits as needed but must subscribe upfront. If you want to add credits for a specific message, you have to contact their team via chat and wait 4-8 hours for them to charge your card manually. Despite sending an SMS to 21,000 contacts, not one person visited the website, suggesting the message didn't go through. Plus, they don't provide a dedicated toll-free number; instead, they share one with other businesses, leading to confusion among customers receiving messages from multiple sources. Overall, Omnisend is utterly disappointing. Try Postscript instead.
Hello there, Thank you for your detailed feedback. We sincerely apologize for any inconvenience you've experienced. The situation arose due to a high volume of SMS messages sent after a long period of inactivity, resulting in a significant unsubscribe rate. Specifically, more than 48,000 SMS messages were sent in 5 days, which goes against the best practices of SMS marketing and the reasonable frequency principle advised by TCPA. Additionally, the TCPA mandates that telemarketing calls, including SMS marketing messages, must not be made to residential telephone subscribers before 8 AM or after 9 PM (local time of the recipient). While we have this setting enabled by default in Omnisend, it was manually disabled on your end. Unfortunately, due to this usage, it is not possible to proceed with a refund. We encourage you to follow best practices for SMS marketing to ensure optimal results and compliance. Our team is here to help you navigate these guidelines and improve your campaign effectiveness, in the future. A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We appreciate your understanding and cooperation as we work towards a satisfactory resolution.
June 28, 2024
I had a very bad experience with Omnisend, They stopped providing me service, but did not refund my money They advertise that their service is unlimited emails, but their definition of unlimited is x60 contacts, which they only note in a very small way on the pricing page. They present a problem and do not provide a solution, they use too many technical words and do not explain it clearly so that users can handle their problem. They unilaterally stopped sending emails without giving any prior notice or warning, I want to stop using the service and want a refund because I subscribed to the pro version for 1 month, but They let me use it for 10 days and stopped my service, asking for a refund which they ignored.
Hello there, Thank you for your feedback. We apologize for the inconvenience and frustration you've experienced. We understand how important reliable service is and regret any disruption this has caused. Your account was temporarily suspended as a precautionary measure because one of your sender domains was listed on Spamhaus. This listing may be due to a poor sending reputation or potential hijacking by cybercriminals. Omnisend took this step to protect the overall reputation and ensure that the service quality for all our clients remains unaffected. Our team has reached out to you with detailed steps to follow to get your domain delisted. We kindly ask you to try the suggested solution. If you need further assistance, please do not hesitate to reach back via the initial email. We appreciate your understanding and cooperation as we work to resolve this issue and restore your account.
June 1, 2024
With the free version they do not allow you to remove the watermark and since it is quite large it takes away a lot of professionalism from the store.
Hello there, Thank you for your feedback. We apologize for any inconvenience caused by the watermark in the free version. We understand that it can impact the professionalism of your store. Please note that the removal of the watermark is a feature available in our paid plans, designed to help us sustain and improve the free version of our app. We appreciate your understanding and are committed to providing the best experience possible. A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We are committed to finding a satisfactory resolution and improving our service.
May 16, 2024
When I purchased the play package and was ready to send my EDM, they abruptly terminated my campaign for not paying them an additional $1.45 for mailbox cleanup. Such hidden charges are hilarious, I hope shopify officials review these apps properly, it really gives a bad experience at all, paying an extra fee after paying a fee is not stated in the official app description.
Hello there, Thank you for sharing your feedback. We apologize for the inconvenience and frustration caused by the additional charge for the contact list cleanup. Your experience is important to us, and we regret any negative impression this has given. Your account was paused due to the high bounce rate of the latest campaign you sent at that time. Once your list was cleaned, your account was restored. Please know that this is not a limitation on our end, nor a means to make you pay extra. High bounce rates can damage your sender reputation in the long run. Additionally, the list cleaning feature is not a hidden fee and is not related to your plan. Any user, regardless of their plan, may need to clean their list if its quality is not good. A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We are committed to resolving this matter and improving our service.
May 15, 2024
Avoid at all costs!!!! After learning they do not sync subscribers by default with shopify (at least on our account), we ended up activating the auto sync setting and still had issues with omnisend sending to unsubscribed users a week after syncing. We have been having constant syncing issues between omnisend and shopify. We signed up 2 weeks ago and have had problems from the start. We sent a total of 3 subscriber email campaigns in the first week to our subscribers and later a few test campaigns to 5-7 of our own emails. We stopped because we were receiving higher than normal spam rate on google postmaster we later found out that omnisend was still sending emails to unsubscribed users even after syncing. Omnisend was NOT showing any spam in their reports. We asked politely to refund the services since it is not working and then we could then cancel it. They refused saying that we sent emails already, even though their app was malfunctioning and sending to unsubscribed users when it shouldn't have. They sent us a few reasons why they COULD issue a refund. One being "a customer cannot use the features over the period they have paid for it due to a system malfunction and unexpected issue caused by it". We have not been able to use their service due to the syncing malfunction but they still refuse to refund us. We gave them 4 opportunities throughout a chain of emails to refund us and they repeatedly tried to convince us to continue to use their app and saying they won't be refunding us. Avoid at all costs! There are plenty of other email providers out there with a lot better support then here.
Hello there, Thank you for sharing your detailed feedback. We apologize for the issues you've encountered with our app and the difficulties with syncing subscribers and managing unsubscribed users. Your experience is important to us, and we regret any inconvenience this has caused. We understand your frustration regarding the syncing issues and the subsequent problems with email campaigns. Our team is dedicated to investigating these technical challenges, and your feedback helps us identify areas for improvement. A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We are committed to finding a satisfactory resolution and improving your experience with our service.
April 25, 2024
Very Very Expensive........
Hello there, Thank you for sharing your feedback with us. We understand your concern regarding pricing and apologize for any inconvenience caused. At Omnisend, we strive to provide value for our users while ensuring a fair pricing structure. We continuously evaluate our pricing to offer competitive rates in the market. To help optimize your billing and maximize the value of your investment with Omnisend, a senior representative has reached out to you. They will share best practices regarding audience management to ensure you get the most out of our platform. We appreciate your feedback and the opportunity to improve. Please don't hesitate to get back to them via email.
April 20, 2024
I've had the weirdest experience with this app. I installed this for my store a couple months ago, but haven't made any sales because I haven't done any marketing so I kept it at the free plan for months while I learned marketing. When I checked the analytics, I found that I have maxed out the email contacts that I can have... and I had over a THOUSAND contacts. Even though I only had around 400 website visits. I started deleting contacts, and found that more was added when I refreshed the page. It was a mixture of different kinds of email addresses, like @gmails and @aols and .txts. And when I tried to bulk delete them, Omnisend said that they would charge $2 for deleting them. This is extremely shady. Basically a dishonest tactic to get people to choose the paid plans by using robot emails. If Omnisend can't produce sales without resorting to unethical tactics, then it shouldn't be a company.
Hello there, We're sorry to hear about your experience and understand your frustration. We take your concerns seriously and want to address them promptly. The issues you've encountered with your email contacts are not reflective of our standards or practices. We strive to provide transparent and ethical services to all our users. Regarding the unexpected increase in contacts and the difficulty in bulk deletion, we apologize for any inconvenience caused. Our senior support representative has reached out to initiate an investigation into this matter to ensure it's resolved promptly and to prevent such occurrences in the future. Please respond to them via email. We appreciate your feedback and the opportunity to improve. If you have any further questions or concerns, please don't hesitate to let us know directly. We're committed to providing you with the best possible experience and resolving any issues you may have.
April 18, 2024
If you want to donate $60 to them and not get anything in return, and I'm not the first one - (thinking about a class action lawsuit), install the software... and then talk to Robert who won't help you at all, he'll just send you pages unrelated to your requests.
Hello there, We apologize for the frustration you've experienced. Your feedback is important to us, and we take your concerns seriously. We're dedicated to resolving this issue promptly and ensuring your satisfaction. Our senior support representative has reached out to you; please respond to them in the conversation. Thank you for your patience and understanding as we strive to enhance our support services.
April 7, 2024
Extremely disappointing experience with Omnisend's customer service. After waiting 30 minutes for a response, all I received was a link to an article that did not solve my problem at all. When I tried to explain that the article was not helpful, they simply ignored me. I am still here, waiting for a solution. It is unacceptable for a customer service to be so negligent and unresponsive.
Hello there, We're truly sorry for the frustrating experience you had with our customer service. We always aim to provide prompt and helpful support, and it's disappointing to hear that we fell short in your case. We want to clarify that our agents typically share guided articles to help with general questions, especially those related to specific features in the email builder. However, we understand that your situation required more personalized assistance, and we apologize for any misunderstanding. I'm pleased to inform you that a senior agent has reached out to you via chat to address your concerns directly. Please feel free to engage with them there, and they'll work diligently to find a solution for you. Thank you for your patience and understanding.
March 28, 2024
Their "award winning" support is absolutely terrible. Their new review functionality is creating fake contacts and they have zero solutions, but charged my account for over 1,100 additional contacts that aren't real people because of how their system is processing the new reviews import. For email marketing, the app is nice, but their support and failures with the reviews roll-out makes me want to find something else.
Hello there, We're truly sorry to hear about your frustrating experience. It's disheartening to hear that our support didn't meet your expectations and that you encountered issues with our review functionality. We understand the importance of accurate contact management, and we're eager to address this issue promptly. A senior agent has reached out to you with more details on the solution we've provided. We genuinely value your feedback, and we're committed to resolving this matter to your satisfaction. Thank you for bringing this to our attention, and we hope to regain your trust in our service.
March 23, 2024
They offer 24/7 support but the chat support is the worst. You have to keep repeating things, they don't pay attention to what you're actually saying and they keep switching agents within the same conversation so none of them know what's going on. You have to constantly update them on the previous conversation. Most of your emails will go to spam if you use this company. Really not good.
Hello, Thank you for sharing your concerns with us. We're sorry for any frustration you've had with our customer support. Your feedback is incredibly important as we strive to improve our service. We understand the importance of smooth communication and recognize that switching between agents can disrupt it. We're open to any suggestions to refine our shift-based model for better transitions while keeping the conversation context intact. We apologize for any inconvenience caused by having to repeat information. We're committed to improving our internal processes to ensure agents are fully briefed on your history before chatting with you. Regarding email deliverability, we've addressed the SPF issue and disabled the warm-up option to enhance it further. While we anticipate improvements, we appreciate your patience in monitoring your email system. We're here to help if needed. Furthermore, our senior support representative has reached out to you with additional information on the open rate. Please respond to them in the chat for further assistance. Your satisfaction is our priority. Please share any specific issues so we can investigate and resolve them promptly. Feel free to reach out to our support team directly. Thank you for your patience and understanding as we strive to enhance our support services.
March 14, 2024
HORRIBLE!!!! HORRIBLE!!!! All about this app!!!!!!! I spent over $150 on email services, only to have my first campaign canceled due to high bounced emails. I wasted 2 hours in a chat with support, waiting 10-15 minutes between responses!!!!! Eventually, they suggested I pay EXTRA to clean my email list, which I did. Yet, the campaign was paused AGAIN due to high bounced emails. The customer support is abysmal. DO NOT BUY from them!
Hello there, and thank you for taking the time to leave a review! We're truly sorry to hear about your disappointing experience with our services. Upon reviewing your account and the circumstances surrounding your campaign, it appears that in addition to the high bounce rate of your contacts, the spam rate has also exceeded the tolerated rate, which is 0.1%. While the cleaning list feature helped filter out risky contacts that could bounce, the spam rate could only be addressed by unsubscribing lapsed email subscribers. This was the second step of the solution provided by our team to ensure a clean list that doesn't harm your sending reputation. To facilitate this process for you, we have created a segment in your account specifically for lapsed email subscribers. You simply need to access it and unsubscribe all contacts within it. Once you've completed this step, we will be more than happy to restore your sending ability. Our senior support representative has reached out to you with additional information on this matter. Please respond to them in the chat to get your account unpaused. We appreciate your understanding and thank you for bringing these concerns to our attention. Should you have any further questions or require assistance in the future, please don't hesitate to reach out!