Klaviyo: Email Marketing & SMS

Klaviyo recently sent an email to say that starting February 18, they will change their pricing policy from emails you sent to ACTIVE profiles that you have. Making my current plan 8 times more expensive than what it was before. I was sending emails to 5000 people only but have 30,000 active profiles. I contacted support about 3 tims to try to understand who those 30,000 people were exactly. One staff from the support tells me in order so know if they are good emails, you should make a test and send an email to everyone and than create a segment to be able to find the inactive profiles that I should delete. I did that. Automatically Klaviyo charges me 800$ (I was paying from 60 to 100$ per month for the last 4 years). I contacted support again to understand and lower my plan. I asked for a credit which an agent called Naranjini confirmed that she will give me. I was able to lower the active profiles from 30k to 15k within a week. This was really time consuming for me. Than Naranjini told me to take my time to clear up my list because I was really busy with the daily operations of my business and that the credit will be appled anyways. The ticket opened by Naranjini got closed automatically so I cannot contact her again to follow up with the credit. So I have to open another ticket with someone else and reexplain the whole story. I did it. Than it got transferred to billing. A guy called MATT sent me an email saying that I now do not want to reduce my plan (WHICH IS COMPLTELY FALSE) and because of that no credit will be applied. He is not aware of the isue and has not read my conversaton with Naranjini. In the email he tells me I am using 30k profiles now. Which is also wrong because I have 15k profiles in my account at the moment. He has not taking my request seriously, has not read anything and changes completely from what Naranjini had told me in the chat transcript. After more than 4 years of being a loyal customer, Klaviyo just lost me ... Im going elsewhere

They got greedy! I've been their customer since 2017, and I only send emails every now and then. My only use for Klaviyo is their flows and email forms to automate my business for $25 per month, which includes a 5,000-email allocation. I have 17,000 email subscribers, but I'm not a heavy sender—I only send emails during holidays and sales.

Now, their recent change is forcing me to pay $400 per month—a massive jump from $25—just because of active email profiles. What a shame. They got greedy.

I'm now in the process of switching to a new email provider, and I'm sure there are better options out there. Goodbye, Klaviyo. Hopefully, you rethink this long-term decision because you're losing loyal customers like me.

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.

A Cataclysmic Change That Puts Long-Time Customers at Risk

I have been a loyal Klaviyo customer for the past 6 years, sending around 2 emails a week to less than 5000 contacts. I recently learned about their new policy that will charge me for every active profile—a massive price hike from $100 per month to $860 per month for hosting all my profiles. This change came with almost no notice and I now have less than 3 weeks to suppress over 75% of my hard-earned, paid-for email profiles.

Why would Klaviyo risk losing customers like me, especially after 6 years of loyalty? I barely use the service to its full potential—why should I pay for profiles I don’t actively use? This is an incredibly disruptive change, and frankly, it feels like Klaviyo has given no thought to how it will affect smaller, long-time customers.

I hoped Klaviyo would rethink this price change or, at the very least, give us more time to determine which profiles to keep active. But instead, I feel forced to look for a more affordable platform that can offer better value. For me, Klaviyo is simply not worth more than $100/month anymore, and I’m deeply disappointed in how they’ve handled this change.

Adding: Klaviyo response doesn't address my issues at all. More time to reduce emails would be much more appreciated than 25% off... Seriously? 25% off of $860/month? Are you thinking I'll just make the jump from $100/month to $645 per month?

Pretty useless customer service. Probably one of the worst I've ever encountered.

I've spent weeks being bounced between different operators, going back and forth talking about the same thing and it just simply seemed like nobody knew what were they actually doing there. I was getting the same canned messages over and over again.

The issue I had was so simple that should have literally been resolved in seconds, but here we are...second week now, and we are right where we started! Meanwhile I noticed they closed my case and marked it as "resolved" ha-ha.

disappointed that they have changed their pricing model so that I am locked into paying for my entire subscriber list even if I am not utilizing the entire list. The price split between paying for active profiles and amount of emails means you will always overpay. I would suggest seeking a cheaper alternative which I am now forced to do in order to save money. a shame as I have been using klaviyo for close to 4 years. but there are much much cheaper options

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!

Been using Klaviyo since the very start of the business in 2021. Now, with a change of pricing policy will be forced to move to another service. Absolute scam of charging $1k+ for "active" profiles that I'm not even sending emails to.

With their pricing changes, we have to pay TEN TIMES more than before. I received this message four days before the new price change.

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.