Emotive: SMS Marketing

Never again! It's unfortunate but it seems like the classic tale of a company that grew too big too quick.
Customer service was appalling, you would have to wait days for a response & more often than not the response not correctly addressing the issues/worries/questions.
We asked for a custom plan as our usage did not include many of the features advertised. They agreed and yet never actioned the reduced costs.
After more unanswered queries on attribution & other such things we had no choice but to give them the flick. They carried on charging us and my god... Let's just say it would have been great if their customer service and overall service in general had as much determination and persistence as their accounts team! Have a question about attribution or even worse an issue that needs to be addressed? Good luck... BUT, Miss a payment and watch them come hurtling into your inbox!
Over priced waste of time. Never AGAIN!
If there was a chance of a ZERO star it would be selected, 1 is too many already.

AVOID at all costs. I wish I read the reviews before engaging with this company. Buggy unreliable SMS and overpriced for what they offer. Shady business practices.

They are very shady and require a 1 year term contract, which they sneakily add in about the auto renewal is 1 year, and unless you notify them 30 days before the renewal date they don't let you out of the contract for the full year and "require" you pay the rest of the year, even though its billed quarterly+monthly.

I was reviewing their terms on their website and can't even read because their UI is purposely black text on black screens, making it very hard to read. Cannot believe this company. AVOID.

We really love using Emotive. It makes SMS marketing super seamless.
Their support and onboarding team is fantastic, they are extremely helpful in ensuring your team is taking full advantage of all of the features to maximize ROI.

Emotive is definitely one of the better SMS platforms we've used (and we've used quite a few). The dashboard has a great layout, and it has all of the features we need to launch successful campaigns. The pre-built flows are super good on their own and easy to customize to your brands needs.

So far everything has been great, but the only feature I would like to see is a cost calculator to show the estimated cost for the campaign before it has been sent.

PREDITORY CONTRACT, DO NOT USE. This app does work well but if you are not aware of their exact contract terms you are screwed. They give no notice of contract auto renews and then offer not solutions on breaking it early. We are obligated to buy out the full contract or keep using this stupid and expensive service.

When they schedule you for monthly "meetings" all they do is try to sell you on the other platforms they have and try to sell you on sending 2 messages a week, to make them more $.

DO NOT USE, I repeat, DO NOT USE

Not worth the frustrations!

I've worked with a lot of companies in the past and have ended up canceling or not using their services anymore. A lot of these companies make it easy to end the services and just go about your business and carry on. "THIS APP/SERVICE" on the other hand gouges swindles you with their contracts as well as try to upsell you on other services they offer.

At first, they promised to be better than "PostScripts" and that they have better rates, services, and overall, a better experience using their platform. This was FALSE advertising!

We are on Attentive now and are in a much better position with our SMS Marketing channel. We've lost a lot of revenue by switching from PostScript to Emotive.

My advice, look elsewhere for a reputable SMS service.

Warning: Do Not Use Emotive!

Short summary: They manipulate their contracts to charge excessive fees which are not discussed when you begin and lock you in with unreasonable auto renewals.

We started with them a year ago. We signed a one-year contract with fixed fees. Fast forward six months, they start introducing a new fee. It raised prices by over 30%. No notification was given. Annoying, but fine, we accepted it as Attentive refused to work with us. A bit later, we decided not to renew for the following year. They said we auto renewed and could not cancel.

It turns out that they changed their terms and conditions after we signed the contract, without notification, to lock us in. After a month of emails, we finally threatened a lawsuit and they said they “made a mistake” and we did not auto renew and were able to cancel.

Lesson learned, DO NOT USE EMOTIVE!

FYI: This is the first negative review I have ever left after six years on Shopify.

Emotive is not truthful about its attribution. They do not offer the support to be helpful and strategic. The app does not work on mobile devices. Support is limited in solving problems. It is impossible to get out of a contract where Emotive does not deliver what is promised.

Nous avons bien aimé travailler avec Emotive. Nous avons eu un bon retour sur notre investissement tout au long de l'année.

They are definitely a hands-on company who take your success personally. Quick to offer messaging suggestions or hop on a call with you. Largely easy-to-use interface and if you forget anything, your success manager is always just an email away. Would recommend to other businesses looking to break into the SMS marketing scene.

The app works really well. The only downside it that you will need to use 2 platforms (emotive and wisepop) and that can get confusing. The team at emotive is really helpful.