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.

Ryan, Jen, and Mhira are amazing! They held our hand through every step of the process making it such a wonderful experience. We were hesitant at first to enter the SMS world but the transition to SMS/MMS was seamless.

Onboarding & integration was easy! Broadcast/campaign set-up is also straightforward, and Emotive does a great job at reminding you of key events to surround. 1 star off is for the cost - seems to be pricier than competitors.

More pricey than some but has more benefits: copywriter, more involved marketing team, more education on segmenting and getting the best return on investment.

The emotive team has been proactive helping us with copy writing and building out flows. The software is super intuitive to learn. Can't say enough about the tool. I've used 3 other SMS tools and this one has been my favorite for sure.

Emotive is great SMS Marketing tool. Love their 5X ROI guarantee, automated two-way conversations, and dedicated success manager.

Worst company ever. My ROAS was consistently under 1 every time. The people assigned to me were useless. I had to handhold them through writing the SMS even though I was told they would write and design the texts. Google them and read the reviews outside of Shopify. They are awful. One of the people got angry because I said I am going to use Klaviyo instead and went off me. Inappropriate and unprofessional.

I moved my SMS biz over to Emotive after a disappointing experience with very limited customer support on another popular platform and immediately saw the difference. Their customer support is unlike any other I've experienced ... Onboarding (training) Sessions to get our SMS campaigns up and running; Daily Sessions that provide opportunities to ask questions as they arise with live experts; ongoing check-ins from team members who provide real-time, hands-on support to help assure success in our SMS campaigns. They provide a range of tools to help with your planning and stay engaged enough to keep you on track. Working with Emotive is truly an incredibly positive experience.

Current Issue:
If you are a potential customer and have made it to this page, check the F rating on the BBB website. It is absolutely accurate in our experience. Completely unethical and untrustworthy company. First, the telephone number they list on our credit card statement is disconnected. We found this out when then charged our corporate card one month after sending notification in writing that we no longer authorize them to use the previously provided payment information. Sent an email requesting an immediate reversal to this charge. 24 hours later not even a reply.

Original Issue:
On our fourth bill we had a charge for "Minimum Spend True-Up". The charge was for $168.09. We inquired multiple times via email before finally getting a reply. We were informed this was for a monthly minimum spend, something that was never discussed with us prior to this invoice. In trying to get this issue resolved we were also informed that there are minimums with regards to the number of campaigns you must send in order to qualify for their ROI guarantee. Another detail that was never discussed prior to contracting or during on-boarding.

When asking to cancel their reply was as follows: "While I can see that the minimum spend wasn't noted in that recap email from Mike, it is noted in your signed Service Agreement (attached here) which supersedes any email communication."

This decidedly unethical company has chosen to ignore communications issues on their behalf and instead want to stick it to us for policies and requirements that their sales and on-boarding staff either forgot or chose not to mention. We could never trust emotive moving forward.

P.S. The sales person (Michael Cruz) was CC'd on each email regarding this issue and never one replied to a single one. Appears as if this was to avoid taking responsibility for skipping over some of these requirements before taking our credit card information...On our fourth bill we had a charge for "Minimum Spend True-Up". The charge was for $168.09. We inquired multiple times via email before finally getting a reply. We were informed this was for a monthly minimum spend, something that was never discussed with us prior to this invoice. In trying to get this issue resolved we were also informed that there are minimums with regards to the number of campaigns you must send in order to qualify for their ROI guarantee. Another detail that was never discussed prior to contracting or during on-boarding.

When asking to cancel their reply was as follows: "While I can see that the minimum spend wasn't noted in that recap email from Mike, it is noted in your signed Service Agreement (attached here) which supersedes any email communication."

This decidedly unethical company has chosen to ignore communications issues on their behalf and instead want to stick it to us for policies and requirements that their sales and on-boarding staff either forgot or chose not to mention. We could never trust emotive moving forward.

P.S. The sales person (Michael Cruz) was CC'd on each email regarding this issue and never one replied to a single one. Appears as if this was to avoid taking responsibility for skipping over some of these requirements before taking our credit card information...

We are still a new user of Emotive, about 2 months in. Onboarding process was great, with a dedicated specialist who guided us through setup and our first broadcast based on best practices. Support after the onboarding period has been responsive. UI could be a bit more intuitive, but it works. Attribution is way too generous in my opinion, but we use other data sources, so not a huge issue. We haven't had a ton of experience with canned responses and "shopping experts" (I believe that's what they call the human team that does basic message triage - one of the main reasons we went with Emotive over other service providers), so I can't comment on that aspect.