Klaviyo: Email Marketing & SMS

Has to be THE WORST customer service I have ever encountered. No chat, no phone number, only email, which is promptly ignored. I've been waiting a week for them to respond to an account access issue. Can't do much if I can't access my account. No need to point out the irony of a marketing company that doesn't seem to understand that their customers, the ones that pay for their service, need prompt, helpful support every now and then.

An update: It is now three weeks, and Klaviyo has still not bothered to contact me and assist with my issue. Nice try suggesting it is my mail server, this has been checked, the problem lies with this email marketing company that clearly do not care enough about customer service to provide either a chat or a phone number for help.

I want to cancel the $15 SMS package but when I do it myself the system cancels everything including my emails even though it is the SMS that I want to cancel. Weronika says that they cannot cancel this service on their side that I no longer want. IT LOOKS LIKE A HOSTAGE TAKING

I have been using this app for some time now for multiple webshops.

We do not focus so much on sending email campagnes so using a lower tier plan always was fine for us.

Just before they announched upgraded their plan systems (ofc in a way they would end up making much more), we decided to up our plan ourselves for one store to start creating more campagnes and see if that would stick.

So we got an email saying: our plan is 100 going to 150 with discount 25 = 125. Which is doable.

Now just a few days after all the changes, it appeared that we grow just enough to go up in plan again. which means we are now paying 200 (-25) = 175.

After deleting some sleeping customers it is not able to go back to the plan they told us we would be in.

Basically we went from paying 30 a month to 175 a month in less then half a year.

I guess having tons of customers and earning millions is not enough. Getting it from the small webshops you try to help is the way to go.

I am definitely going to explore sending mails with shopify itself.

Great service and very excited about the big guys trying their best to keep it real.

There billing is deplorable. You can't make changes to your account without being double billed. They don't do proration and then if you wait to change your plan at the end of your billing so you don't get double charged they will still charge you for the highest plan and tell you that they can't help you and you aren't owed a refund of the difference.

I call that theft. I downgraded to a $100 plan and entered my info to pay for that plan. Instead of it charging me for the new $100 plan I was charged $205. I reached out immediately to get the difference refunded. I was told that I paid the bill before I made the change which was 100% false because I updated the payment information after I made the plan change.

Terrible changes to pricing!!! RUN AWAY and save your money! We have been a Klaviyo user for around 3 years now. We have around 13,000 active profiles in our list but we generally never send emails to all active profiles. We are on a 1000 active profile plan which allows us to send 10,000 emails (plan price $30/Month) and we are ok with these numbers. Now Klaviyo decides they want to make more money so on February 18, 2025 they are going to force us to move to a higher plan with 13,000 active profiles with 130,000 email sends automatically (plan set at $300/Month), that's a huge and unjustified jump especially given that we are not utilizing our current monthly email sends limit anyways. Honestly, these pricing changes do not make any sense given that the number of active profiles are simply data points in a database that costs Klaviyo nothing to keep. You should be charged for the number of email sends and not for the number of active profiles in a database. Totally non-sensical and greedy move! Save your money and move to another service at this point honestly.

Klaviyo Inc. regarding unfair and unethical billing practices. For the billing period of December 28, 2024, to January 27, 2025, I was charged $8,180.87, despite being enrolled in a plan clearly outlined at $4,088.50.

I have provided Klaviyo with documentation confirming the agreed-upon amount for my plan. Despite this, the company has refused to issue a refund or offer any resolution. Their refusal to rectify this issue is not only disappointing but raises serious concerns about their billing practices and customer support.

Additionally, upon further investigation, I have discovered numerous similar complaints from other businesses regarding Klaviyo's unfair and unethical billing. This pattern of behavior suggests systemic issues that need to be addressed to prevent further harm to consumers.

I respectfully request that Klaviyo:

Issue a full refund of the overcharged amount ($8,180.87 - $4,088.50 = $4,092.37).
Conduct a review of their billing processes to ensure transparency and accuracy moving forward.

Pretty crazy price increases on lifelong customers; we've been a customer since we ever started our business and Klaviyo has unfortunately become the only app in our stack that constantly increases their prices while adding 0 new features/functionality. it's good until you get up to ~50,000 or so profiles, then you should look to switch off of them.

Stay away and use someone else!

We've been with them for four years and it's gotten ridiculous. We had to spend 1200 for an email that had generated $200 in revenue. A complete ripoff.

There's better options. Support is the worst. At some point, they were the only players in the ecommerce game. Things have changed. Stay away because they will steal from you when you have actual volume.

I think it's very shady that Klaviyo instantly charges more for additional email recipients beyond your plan level, but that when you clean your list, the plan cost stays at the higher level - unless you dig into the settings and change it back down.
A message should come up when 'Active' users drops below your biling level to ask if you want to lower your plan level. It's clearly to maximise revenue - but in an underhand way.

If you ever get hacked, do not expect the customer support to help you. I have been using Klaviyo since 2021. Recently my account was hacked and after numerous emails to customer support, I have not received any help, other than them telling me that my account is not associated with the email I'm trying to use for my login. DUH ! That's the whole problem. It was changed. I will now have to uninstall this app, lose thousands of my customers emails, which I built up for the last eight years, as well as tell my bank to block these people from taking money out of my account. Thanks a lot.