Omnisend Email Marketing & SMS
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Omnisend may seem simple on the surface, but it hasn’t been. They helped me migrate over from Yotpo, and I had only recently started sending SMS campaigns when my account was suspended due to a high number of unsubscribes. Honestly, that was fine with me because I needed to clean up my contact list anyway. Now, however, I’m being put through a long process just to reactivate the account. On top of that, customer support has been very slow to respond throughout the process, which has made resolving the issue even more frustrating. At this point, I’m already looking for a new provider, and I’d recommend choosing carefully when selecting an SMS and email marketing platform.
Thank you for sharing your experience. Migrating platforms and then running into a suspension shortly after is genuinely disruptive, and we understand why this has been frustrating. When a high volume of unsubscribes occurs in a short window, our systems flag it automatically. This is in place to protect sender reputation and deliverability for all users on the platform, since unchecked sending patterns can cause lasting damage to a domain. Even when the intent is legitimate, like cleaning up a list post-migration, the review process still needs to run its course to make sure everything checks out. We hear that it felt slow and heavier than expected, and we appreciate your being direct about it. A member of our senior support team has already reached out to you directly to help move things forward. We'd genuinely welcome the opportunity to turn this experience around.
UPDATE: While I appreciate that they ultimately refunded my subscription after deleting the app, they did so because of my negative review. I liked the previous app for my SMS correspondence. I found this one hard to navigate and too many hidden costs. It just wasn't for me, you may have a different experience. Very disappointed and feels scammy. After deleting the app, the monthly sms subscription is still active, so be sure to go to your store settings and cancel that subscription. I learned this the hard way and support was not helpful.
Thank you for taking the time to share your experience. We completely understand how frustrating this situation must have felt, especially if you assumed that uninstalling the app would automatically stop all charges. We’re truly sorry for the inconvenience this caused. To clarify, SMS subscriptions are fully managed on the customer side and do not cancel automatically when the app is uninstalled. This is why the charges continued, the SMS plan remained active inside your Omnisend account until manually cancelled. Regarding your interaction with our support team, we did provide clarification on how SMS billing works and the steps needed to cancel the subscription. That said, we’re sorry if this wasn’t as clear or helpful as it should have been. Our team will contact you shortly to revisit the matter and offer further guidance where needed.
The templates are stale. Plus their list cleanup is vague and over priced. They charged us over $150 to perform a cleanup that did not remove ANY names. Then they became difficult when we asked for a refund.
Thank you for taking the time to share your feedback. We’re truly sorry to hear that our cleaning tool didn’t meet your expectations. Your input is important to us, and we take it seriously as we continually strive to provide the best possible service. After a thorough review of your case with our Billing and Deliverability teams — both following your communication with our support team and this review — we found that your list contained a large number of disposable email addresses, primarily from Amazon. These contacts are categorized as undeliverable, as they cannot receive emails, and were appropriately flagged by our system. Based on this, the list cleaning was completed as intended. Please note that the cleaning service has been fulfilled and, as such, cannot be reversed. Since the tool performed as expected and the results were delivered as agreed, a refund would not apply in this case. However, we do want to understand your concerns better. If there are specific aspects of the cleaning you believe were not handled correctly, we’d truly appreciate your feedback so we can investigate further. To assist with next steps and save you time, our support team has created a segment of the flagged contacts. You can use this segment to easily take neccesery actions. Again, thank you for your feedback — we’re here to help however we can, and we’d be happy to take a second look with more details from your side.
Omnisend is a decent email platform—less intuitive and feature-rich than Klaviyo, but it gets the job done. However, pricing changes have made it far less appealing. They charge for all contacts, even if they’re not subscribed to email or SMS. Essentially, you’ll be billed for anyone who has interacted with your site, regardless of whether they opted into communications. In our case, we were only emailing ~ 30% of the contacts we were being charged for—effectively doubling our costs just for them to store a simple list of our customers and people who abandoned cart. Their pricing structure feels unreasonable, and when we raised concerns, their response was dismissive. We’re planning to switch platforms once our migration plan is ready. It’s unfortunate because Omnisend had potential, but their pricing strategy makes it hard to justify staying.
Thank you for taking the time to share your feedback. We understand how important pricing transparency and fairness are when choosing an email marketing platform, and we appreciate the opportunity to clarify. To address your concern, Omnisend bills for both subscribers and non-subscribers but not for unsubscribed contacts. Non-subscribers are individuals who have interacted with your store — whether through making a purchase, abandoning a cart, or creating an account — but have never subscribed to marketing communications. While you can't send promotional emails to them, they remain eligible for most automated messages that help drive engagement and revenue. We truly value your business, which is why our billing team has already reviewed your account and suggested a more customized plan tailored to your needs. Additionally, our senior support specialists have provided further insights into our pricing options to find a solution that works best for you. If you’d like to continue the conversation, we’d be happy to explore additional ways to support your goals. We appreciate the time you’ve spent with Omnisend and hope to find a pricing solution that works for you.
This used to be one of my favorite email apps - until they stopped providing customer service that's not an AI bot.
Hello there, Thank you for sharing your feedback. We apologize for any inconvenience and frustration you've experienced with our customer service. We understand how important it is to receive timely and personalized support. Our AI bot is designed to handle simple and basic questions to provide quick assistance, but we realize that sometimes you need more than that. Please know that our customer support agents are available 24/7 to assist you with any complex issues. You can always ask the AI bot to connect you with a human, and our team will be ready to help. A senior agent has reached out to you to ensure your concerns are addressed promptly. We truly value your feedback and are committed to improving your experience with our service.
Currently, I would not recommend this app due to a serious issue that I have repeatedly brought to the attention of the support team, which they have refused to address meaningfully. I have been asking for weeks, and their solutions focus on what others are doing wrong rather than what Omnisend can do to fix the issue. A specific problem to be aware of is that when sending coupons with a dark background, the expiry date, even when set to a light color, can sometimes turn black and become invisible. This causes significant confusion for customers and results in lost sales. If I could easily switch to another platform, I would have done so a while ago. Omnisend, please get your act together and address this issue.
Hello there, Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration caused by the issue with the coupon expiry dates. We understand how vital this is for your business, and we regret that our previous responses haven't adequately addressed your concerns. We take your feedback very seriously and are committed to thoroughly investigating this problem to find an effective solution. Your satisfaction is important to us, and we want to ensure our service meets your expectations. A senior representative has contacted you to discuss this matter further. Please respond to their email at your earliest convenience. We are dedicated to resolving this issue and improving our service to prevent similar problems in the future.
Been a customer for several years, happy at first then: - Omnisend pushed a review widget on all my product pages without my approval - showing zero reviews on each product page (I have thousands of very good reviews) impacting my conversions - Omnisend keeps increasing their prices at a very high rate (you basically have no choice other than paying more - and they how annoying it is to switch to another provider) Their customer support is nice and reactive most of the time so I add one star
Hello there, Thank you for sharing your detailed feedback. We sincerely apologize for the issues you've experienced, particularly with the review widget and the price increases. We understand how these matters can impact your business, and we regret any inconvenience this has caused. We take your concerns about the review widget seriously. It seems that the widget was not added without your approval. Our team has investigated the situation and has reached out to you with their findings. Regarding pricing, we understand your frustration with the increases. These adjustments help us continue to improve our services and offer better features, but we acknowledge the need to balance this with providing value to our long-term customers. A senior representative has contacted you to address the situation in detail. Please respond to their message at your earliest convenience. We are committed to resolving these issues and ensuring a better experience for you moving forward.
I have been using this app for a long long time now, I pay top $ for it, It does it's job but man the customer support is TERRIBLE!!!!!!! If I get AUGUSTIN one more time, I cannot do this anymore. Terrible terrible terrible support for a $500 app!!!!
Hello there, and thanks for taking the time to leave a review! Thank you for bringing the SMS subscriber display issue to our attention. We appreciate your proactive approach in reporting this matter. Our Tech Support team has swiftly identified the issue and engaged our developers to implement a solution promptly. Your feedback is crucial in helping us enhance our services, and we are committed to delivering a seamless experience moving forward. We acknowledge your concerns regarding the support experience and will address it internally to ensure an improved level of service. If you have any questions or need any assistance, do not hesitate to contact our Support Team, we are available 24/7 and can be reached via In-app chat or email at [email protected]. Have a great day!
Potential to be a great service but the pricing structure is disgusting. To increase the price (in our case £60 to £152.40 per month) irrespective of how many emails are sent is quite underhand and they obviously now it. We don't want to bombard our customers so are often paying this amount to send one or two emails a month. Yes, we could possibly avoid some increases by constantly messing around with our email list, but why? Surely it would be better to charge for the amount of emails sent instead of how many people are on your email list?
Hello and thanks for taking the time to leave a review! We appreciate your feedback regarding our pricing structure. It's important to mention that our approach, although distinct, aligns with common industry practices. Charging based on the size of your email list is a standard model that ensures the sustainability and reliability of our service to our customers. We understand your concern about potential increases, especially if you're sending a lower volume of emails. However, our pricing is designed to cater to various business needs and usage patterns. We encourage you to explore the range of features our service offers, as they can contribute to maximizing the value of your subscription. Feel free to reach out to our support team; they are available to assist you in maximizing the benefits of our service and exploring our pricing options. They are available 24/7 and can be reached via In-app chat or email at [email protected].
We recently discovered when chatting to a customer that they didn't receive our latest SMS. Upon further checking, they didn't receive the last 9 SMS either, neither did most of our US customers. There was no notification of this within Omnisend, I had to check the customer record to see the SMS has failed. I guess it's in Omnisend's interest to keep the fees and not alert customers when their SMSs aren't delivered. Checking in with customer service, so far the only explanation I've been given is that we haven't verified our number. This is despite a) 9 of the 10 failed messages were before the date verification was required, b) we have never hit the limit set by number verification. Currently I keep getting the same answer from customer service whose only line seems to be to ask us to verify our number. I will keep pressing. Further investigation has revealed most emails end up in the spam folder too. What are we paying for here? At this rate I'll be asking for a full refund!
Hello there and thanks for taking the time to leave a review! Thank you for bringing your concerns to our attention. We understand that failed SMS deliveries can be frustrating and impact your marketing efforts. With this in mind, our team has investigated the issue thoroughly, and we have found that the only reason for your SMS not being delivered is indeed due to regulator limits in the US, as you mentioned in your review. We do our best to comply with all relevant regulations to ensure the highest deliverability rates possible for our customers. Therefore, we recommend verifying your phone number as soon as possible to avoid any future issues with SMS delivery. Our support representative has reached out to provide more information on the matter as well as to rectify the issue with email deliverability. We take all feedback seriously and will continue to work hard to improve our services and provide the best possible experience for our customers. If you have any further questions or concerns, please do not hesitate to reach out to our support team. Thank you for choosing Omnisend as your marketing automation platform.
上周提交了问题，说是48小时内邮件回复，48小时内也回复了我，接下来因为问题还没有彻底解决，我已经重复发了两次邮件，已经过去一周了还没等到回复，感觉效率没有刚开始安装这个app的时候快了，最近用起来很不爽！
Hello there and thank you for taking the time to submit feedback! We sincerely apologize for not responding to you. Our investigation revealed that your incoming email has been flagged as spam. Although we can see that you have previously contacted our customer service, if you continue to have problems receiving a response, kindly email [email protected]. We'd be glad to assist. We really appreciate your understanding and patience, and we're available to assist you with any problems you may have. Our support representative has already reached out to you with more details on this matter. We appreciate you reaching out to us!
Very quick response on initial set up question. - I have been using this for a few months now and am seriously disappointed! Far too many emails are ending up in spam filters, these are regular customers I deal with pretty much monthly so it seems odd. Omnisends answer... it is yahoo & hotmail filters - but we are in Canada and 99% of them are gmail and the regular emails get through so - that answer doesn't wash.
Hello there and hank you for taking the time to provide your feedback! We have reviewed your recent conversations and located the one in which you were addressing deliverability concerns caused by a high bounce rate, but not spam. In fact, our Deliverability Team has found that the vast majority of them are indeed inactive Yahoo inboxes. We've discovered that 100 of the 108 bounced contacts are Yahoo inboxes. These contacts have been saved as a segment in your Audience. Overall, we've determined that your Audience comprises about 10 percent of Yahoo inboxes. A member of our support staff has reached out to you with additional information about this issue. Do not hesitate to contact our Support Team if you have any queries or require assistance. We are available 24/7 and can be reached by in-app chat or email at [email protected]. Have a wonderful day!
Fine app, poor support. Dont wanna help setup their app, so we actually can get the benifits. They refer to some Youtube etc. not a good customer experience. Reply to your reply 11 - May **He didnt help me set things up - I got a lot of links to guides etc. which is fine, but in a smaller business, you dont have time reading all these guides, so I still dont get the effect i wished I would get from Omnisend (But email marketing works, so I give 2 stars instead of my 1 star)
Hi, we're really sorry to hear about your experience. We can see that a Senior Support Agent was able to help set things up for you. Please get in touch if we can help support you with anything else. Thank you!
Update: Customer Service is great. But my review with pricing still stands. This is a great subscription to have for your store. But it comes with a huge price tag. For a small amount of contacts, the price has come to be over $150 USD a month.
Thanks for sharing your feedback! We totally understand that pricing is an important factor, and we appreciate you bringing this up. Our senior support specialist has already reached out to you with a more cost-effective plan that better aligns with your needs. We’ve also shared some helpful advice on managing your inactive contacts—by focusing on engaged subscribers, your costs could be even lower! We’d love the opportunity to work with you to ensure you’re getting the best value from our service. If you have any questions or need further assistance, we’re here to help!
I have been using this app for 2 of my businesses for approximately 3 years. I was fairly pleased with the platform and the various features it offered, however Omnisend has some serious flaws which ultimately rendered the product unusable. Despite the various features and reasonable price, the app after several months of usage simply deleted our lists as well as all data and records. Contacting support initially resulted in being told "that can't happen". Naturally, we were quite frustrated having lost a tremendous amount of work, and after weeks of back and forth emails a new Omnisend representative entered and acknowledged that it was a "glitch" on their backend. They apologized but stated they could not restore any data. Right there we should have known to move away from Omnisend, but glitches do indeed happen and the rep ensured us this was a once in a century type issue. We gradually rebuilt what we could and sure enough, not six months later, everything is once again deleted. Contacting support, hilariously, resulted in the same response - "that can't happen". After another week, we were given the same explanation: this is a one time glitch and will never happen again. Normally we do not write reviews but in this case we decided to do so to hopefully spare another business the headache and loss we went through trying to deal with Omnisend. You ultimately run a huge risk of putting months or years of work into building your lists and accumulating customer data only to have them accidentally delete it - repeatedly - with no space for recovery. I wish we had learned our lesson the first time, but we wanted to believe this was a solid enough company that they could get their act together. With so many apps to choose from, go with one that can actually protect their customers and data - because this one can't.
I can give only 2 stars... As soon as I purchased this app, I created my first automation with a welcome email. The welcome email was created from an Omnised template, and the email doesn´t work for mobile version. The customer service promised a solution in 24-48 hours. If I am paying for this app I expect it to work... I would have expect from the Customer service an immediate solution, does any campaign template from Omnisend work for mobile version?? Then I would try with a different template to avoid having my automation stopped till the Customer service comes back to me. On the other hand, there is no way to customize the confirmation email for double opt-in, which is really a problem for any European customer requiring GDPR. This email looks really spammy, with an orange button as "confirm your email". I can imagine many potential subscribers will not trust this spammy button, and I will loose subscribers. Mailchimp does here better, you can completely customize this email and fit it to your brand. I already sent my feedback to Omnisend, asking for at least, if it not possible to customize the color, make the color less spammy, like black. I have to give only 2 starts because I find this really a basic thing any good email marketing app should offer. Hope an update comes very soon and I can give you guys more starts!
Price is way too high once you reach a certain amount of subs. Wouldn't suggest you start using it if you plan to gain more than a few 1000 subs.
Sorry, your experience turned out to be unpleasant. As you are on our forever FREE plan, you can send up to 2000 emails per day, up to 15000 emails per month free of charge. If that is not enough for your business, only then you will need to explore our paid plans. We can see you are now talking to our support team, so we hope you will come up to the best resolution :)
Terrible customer service and features that aren't on par with their competitors. For example, you can't segment based on opens of an email automation, only based on email campaigns. Really big pain if you are trying to be super targeted! Customer service almost never has a response other than, "I'll suggest that to our developers" and rarely has a good work around for the lack of features. Not worth paying for. I'm switching to another provider as soon as I can.
This is got to be probably the world's most limited CRM software I have ever seen. First, they do not have embedded forms, only pop ups and landing pages. Second, you need to use an app called privy to create an embedded form. Third, privy sends your contacts to a list, BUT SINCE THEY DECIDED TO FREAKING REMOVE " LISTS" , YOU CANNOT EVEN CREATE A CUSTOM LIST ANYMORE FOR YOUR CONTACTS! 4TH, they charge exactly like klaviyo for what? what functionality do you guys have that klaviyo does not have? To summarize, they have a good interface design, and THAT IS ALL. I wish I had never made the move from klaviyo to here, its worth sucking up the horrible design interface on klaviyo but at least enjoy all the functionality they have. The limits on this app are embarrassing.
We are so sorry you experienced so many issues... You are right, since we moved from lists to smart segments, some of the 3rd party apps still have not updated their integrations. It took us time to hear out all our customer concerns, we have now thought of a temporary solution until the permanent fix is done. Xenia from support will reach out to you with the details. Thank you for all the feedback, we will make sure our product team is aware of it, so we could make great improvements with forms. As for the pricing, scaling with Omnisend is cheaper than with Klaviyo and we offer omnichannel experience, which lets you communicate to your customers via Facebook messenger, Push notifications, Whatsapp and more!
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