Klaviyo: Email Marketing & SMS

Shocking customer service from the douchebags at Klaviyo. Been with them for 3 years now. Generally all ok. However we've recently reduced the number of contacts/profiles in our email list quite significantly (by around 50,000). We expected this to have a significant effect on our monthly bills, but it seems Klaviyo is still taking out the same monthly amount as they were prior to the reduction in profiles.

I've spoken to them via live chat and email today, and was told that Klaviyo does not automatically adjust its billing down if the amount of profiles is reduced. Convenient. They were capable of automatically increasing our bills when our profile list was growing. But apparently they don't do this when the profile lists decrease.

Even so I thought that once I'd pointed out that we did reduce our list size last month, and therefore this month's bill should be significantly smaller (by about $550), they would agree to refund me the difference, but they basically told me to check my terms and conditions and get lost. They wont refund me the difference.

I am pretty dumbstruck by this. This seems very underhanded to me. Even if it's in the T's and C's to not do the right thing here stinks.

Obviously they've now lost all of our business.

Update 5th January 2025:

after a bit of back and forth with Klaviyo's billing team, and getting nowhere, I decided to leave negative reviews in as many places as I could think. Miraculously 2 days after doing this I had an email from their management offering me the refund they should have given me in the first place. Just goes to show the power of reviews I guess!

I love Klaviyo! Super efficient and effective for all of my email needs.

Glad that i was able to make my inital sales with klaviyo
thank you so much nothing more than the excitement of first order

Amazing customer service from Matthew T, guided me step by step and was very clear. 10/10!

ive dealt with many customer service agents across countless comapnies. Aurora provided me with one the best response, explains, guides, helps all in the response very satisfied!

Klaviyo is really easy to use, has a ton of templates, and a load of free training that is offered. I am very happy to use it.

Its a one stop shop to communicate with your customers by email and sms.

Highly recommend
Integrates seamless with Shopify.
Is easy to use and navigate makes it essy to set up all automations you need.

Easy to integrate into Shopify website! I'm new to email marketing so understanding the bigger potential picture is challenging buy Klaviyo makes it fairly easy to learn.

Klaviyo is MUCH better than the others! Klaviyo is VERY EASY to navigate, yet has every tool you need.