Klaviyo: Email Marketing & SMS

Klaviyo suspended our account despite the fact we had never abused the app and are in good standing with Shopify. We had previously used the service. Klaviyo was not helpful and slow despite repeated attempts to have them understand this was a charity event and urgent time needs. We used Mailchimp, way easier, faster and better.

Use this app to collect phone numbers and emails - overall there are a lot of bugs, it's not user friendly, and they don't provide support unless you are paying.

Honestly, I hate Klaviyo. I was recommended to switch by my Marketing guy (because they get about 50% commission, checkout Klaviyos Gold, Platinum and Silver partner agreements). Its a total ripoff and lacks basic functionality that Mailchimp has. Mailchimp is half the price, with all the same and significantly more features including way better segmentation, demographic estimated, re-marketing tools, postcards, built in surveys, landing pages, etc. Also my favorite Mailchimp feature, is a one-click button that lets you re-send a campaign to those who didn't open it the first time. Gets huge open rate gains. Klaviyo is garbage. I never should have switched over. Don't waste your money.

Poor support!
something went wrong with my payment while having Campaign starting.
My account was suspended and my campaign+Flows was stopped. For me this is not a professional move how to treat customer and stopping flows and campaigns without any contact!! Also the support did not helped me. I am not able to pay and still waiting for support to help me. Because i can not make payment by my self. This is very very poor. I will move to another email marketing app

I have to say I’m not impressed with the customer service. I have had to explain the same issue several times. I sent pictures and a video clip showing my issue and it has still not being resolved. Instead I keep getting people sending me videos of how the same thing. I don’t think I’ll will be moving forward with this app. And I have wasted a lot time trying to set up flows

1st, extremely expensive. Was paying $80/month for a small list of 3500. I switched to shopify email, which is free and has the same functionality! I now use shopify for all email campaigns and automated flows.

2nd, their billing system is screwed up and they refuse to admit it. When you sign up, they ask for your mailing address, but then automatically copy it over to your billing address without asking. So they ended up charging me incorrectly for sales tax, which they refuse to refund.

For such a hyped app, we're very underwhelmed by the experience.
1. Damn expensive for stores with large lists - I'm old enough to remember when telcos used to rip off customers with inflated SMS charges because people didn't realise they cost almost nothing to send. Seems similar here, email is cheap, dirt cheap, yes, charge a premium if you have proprietary segmentation, great software etc but klaviyo went too far imo.
2. Poor customer service and uninituitive install process
Despite price reservations we succumbed to the hype and adopted a cautious approach. As a test we installed on our secondary store which is quite small. We already do abandoned cart sequences etc so we decided to test their browse abandonment flow which would be incremental revenue. Weeks and pass and no flows are triggered. Apparently the automated shopify install PLUS manual web tracking install is not enough. There is some kind of 3rd step which depends on our theme. In their words "This is something I would suggest hiring development resources to achieve". WOW - go pay someone else to install one of our core features.
3. Security Risk
Just to recap, this app has been sat on our scondary store and hasn't fired a single email due to above feature not being part of the install and customer service being disinterested in onboarding a new client and us having other things to do. No big deal, we can find another app to test browse abandonment. Then we get an email saying, again, I quote "We experienced a security incident on our opt-out forms that resulted in the unauthorized disclosure of non-sensitive information" Now, remember this app is inactive and yet they tell us "A total of XX email addresses stored in your Klaviyo account were accessed through our opt-out related forms by unauthorized persons" WOW - we don't use klaviyo forms, literally no emails have been fired because the only flow setup is an inactive one. So, if it wasn't forms, how did they really leak the data and why do they consider emails to be non-sensitive data?!! Seems pretty sensitive to me.
Not much else to say, I'm sure it provides value to others, soem people seem to be happy with it but for us, can't think of a reason to give more than 1 star

I do not recommend using this app for several reasons: 1 / After working with this company for almost 2 years, my account has been disconnected. Reason: Your content or industry conflicts with our terms of service (after almost 2 years they answer me this) 2 / Customer service very very bad, there is no response for days, if you are new, they will respond immediately, but if they disconnect your account, they will leave you waiting for days and days. Please think about it before opening the account, unfortunately I am not the only person affected (read other reviews). If it happens to you, you will lose time (you write messages and wait, wait...), money (because all your automations stop) and have to start from scratch, because you have to migrate everything to another company (luckily there are very good companies).

A dreadful, user-unfriendly app. It seems like you need a degree in computer science just to navigate the basics.

For example, I wanted to create header links in the welcome series template but no obvious option to do so anywhere. So I saved that email into templates, and again, no apparent way of adding header links in the header bar.

I thought it would be very simple to do this but apparently not. On top of that there is NO support for newcomers, they just robotically refer you to irrelevant articles that don't answer the question. I also heard that when you do have a paid plan for support that some of the subscribers are having lots of issues with it.

A nasty app, stay away.

The analytics are never correct. The pop-ups don't work. It's also impossible to get help. They only refer you to a basic Q&A page, that doesn't answer anything.