Reviews (3,173)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
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Merchants highly recommend this app for its seamless Shopify integration, enhancing marketing with effective email campaigns and automation flows. The platform is user-friendly, with robust customization tools and responsive support. It offers valuable analytics and training resources, improving sales and customer engagement through advanced segmentation and automation features like abandoned cart and welcome emails. It's also praised for its effectiveness in managing multi-store setups.
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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?
We absolutely want our customers to keep hard-earned active profiles that lead to revenue and growth for their business. Klaviyo exists to help you to understand your customers and drive growth from those relationships. While most of our customers are not seeing any change to their email plan, we are providing an Appreciation Discount for many customers, including Pandere Shoes, whose active profiles have grown well beyond their current plan. This discount allows customers to get on the right plan for their active profile count, while only paying a maximum of 25% more for their email plan than they are today.
We encourage customers to look for additional communications sent today so that they can best understand how these changes impact their specific plan and to understand our new flexible pricing features, including auto-downgrade and Flexible Sending.
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.
Klaviyo exists to help you to understand your customers and drive growth from those relationships. If you have profiles that you are not emailing, we highly recommend that you suppress them. You do not pay for suppressed profiles, but you maintain the data so that you can unsuppress to send communications to them at future times.
If you prefer to keep them active, the Appreciation Discount that we’re offering to many loyal customers limits the email plan spend increase to 25%. As an example, if a qualifying account is on a $150/month email plan but their Active Profile count would require a $1,070/month email plan, we would automatically apply a $882.50/month Appreciation Discount so the net monthly email spend would be $187.50/month (a $37.50 increase). We encourage customers to look for additional communications sent on Jan. 21 so that they can best understand how these changes impact their specific plan and to understand our new flexible pricing features, including auto-downgrade and Flexible Sending.
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.
Thank you for your review. We're looking into your situation, and are connecting internally with our customer success team about this. You'll be hearing directly from us soon!
by far the WORST app on Shopify!
Thank you for sharing your feedback, and we’re very sorry to hear that you've had a negative experience. We're committed to making sure you have the best possible experience with Klaviyo, and our Support team is ready to help when you have the opportunity to respond to your recent tickets. We look forward to hearing from you.
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!
Hello, please keep an eye out for an email from a manager on Klaviyo’s Support Team. We’re committed to finding a solution for you as quickly as possible.
Thank you for your patience.
Crazy how you have to pay to get in touch with the support. For some reasons my flows dont work and there's no way to get in touch with the support. Really bad, would not recommend
Thank you for sharing your feedback, and we're sorry to hear about your experience! We currently offer email and live chat support to customers on all paid plans. Customers on free plans have access to a 60-day trial of email support, along with a variety of other resources including the Help Center, Academy, Klaviyo Community, and interactive live trainings.
Does not supress marketplace order information like other app at a top level such as Judge Me. Extremely poor customer service and was advised that shopify is responsible for this app.
Shopify customer service has advised this is klaviyo's responsibility.
If you need service and no one responds its Klaviyo. I have had the worst customer service or no service from this company.
When you try to get help there is often no one on the chat and you wait and wait and finally give up after an or hour or two.
When they want you to signup they are very fast in responding and you get impressed by how great their service is but after you sign up, no one is there to find you.
Stay away as far as you can because after sweet talk, there is no talk.
We're sorry to hear that you're having trouble reaching us. A member of our Support leadership team has reached out to you directly to resolve this.
It's expensive and the customer support is terrible.
I would give a 0 if possible. DO NOT SWITCH to klaviyo. We have been in business for 9 years and when we switched to K, our 60% open rate dropped to 20% and all of our emails land in SPAM. All they could say was it was losing consumer confidence and we have to do their "reputation repair" Klaviyo totally screwed us on all big sales. Any one have any idea who else would be a better alternative? Need to get out of klaviyo ASAP