Marsello: Loyalty, Email, SMS

Disappointing Experience — Overpriced, No Refund, Poor Support

We had a very bad experience with Marsello. They charged our business $300 CAD even though we never got to use the app. When we reached out within 30 days, explaining that we found their service too expensive for their poor features and wanted a refund, they outright refused.

Their customer support was unhelpful and dismissive. Despite the fact that we hadn't benefited from the platform, they kept the full payment — which feels like they simply took our money without delivering value. For a loyalty program, their pricing is overrated and the service (poor features) does not match the cost.

I strongly do not recommend Marsello to any business. Poor policies, bad customer experience, and no flexibility. Be careful before signing up — they do not stand behind their product.

Priced out of the app. I was a loyal user of this app, but they increased their rates while decreasing the benefits. As a struggling business, I could not afford the rate increase and lost all access to my customer data, including their loyalty points.

Customer service is absolutely terrible. The experience has been disheartening and only foreshadows what is to come if we stay with them. We just signed up with Marsello and as soon as we became a paying customer, we couldn't get a hold of anyone. BEFORE signing up, I met with several staff members and they all seemed quite eager to help. Support does reply to our emails but the response time is usually about 6 or more hours. Even then, you reply and they don't get back to you for another few hours with a very generic response. How do you expect a business owner to sit tight while being kept in the dark? Customers have already signed up and waiting to use our loyalty program, only to be told it isn't working. This has a negative impact and only serves to discredit our business in the eyes of our customers. 'Ghosting us' speaks to their lack of professionalism as a whole. Their point system is buggy and it is evident. They haven't ironed out all the kinks.
EDIT:
The issue was escalated and the technical team took over. This are up and running now.
EDIT:
Now we are experiencing the same issue again and we are being ignored.

Marsello has really improved and took into considerations our product requests. Martin does an excellent job communicating which is rare from other loyalty programs. The shopify integrations have improved. I highly recommend Marsello. We have tried every loyalty program on shopifys app store and they fit our needs best considering we lean heavier on in-store retail vs e-comm.

Caution: Unreliable Service and Unresponsive Support

We had a very disappointing experience with this company. After dedicating three months to testing their platform, we encountered numerous bugs and technical issues. Despite this, we were charged in full during that entire period.

In the first month, we were billed for an API and an additional site, despite not having any additional sites. We raised this issue multiple times but received little to no support. Our main point of contact, Jason McLean, was dismissive of our concerns, repeatedly stating that their company is exceptional and without faults.

Unfortunately, their loyalty program was completely unusable due to persistent bugs, and their customer service was slow to respond. When we requested a refund for the services we couldn’t use, we were told that they do not offer refunds, citing their terms and conditions.

There is alot more to say about it, but we will leave it here.

We strongly advise caution if considering this company.

Marsello while having some great features for our loyalty offering isn't without it's hiccups. It has taken over a week to sort out issues changing from Lightspeed/woocommerce/marsello to Lightspeed/shopify/marsello and while the front support are helpful it can be hours for a response and in our case with things going to the technical team, days for a answer. Still weighing up wether the cost per system (if you have a physical store and an online store you get charged for each system) is worth the cost..

Easy to Use and Boosted Our Revenue!

Marsello is fantastic! It's super easy to use, even for beginners. Setting up email campaigns and loyalty programs is a breeze. We've seen a significant boost in our revenue since we started using it. Highly recommend!

I was an early adopter of this app on the free plan. They decided to do away with that plan and are asking a min of $1,500 a year to unlock my data (that's a pretty big jump from free!)

It's unfortunate that an app that's supposed to help me build loyalty with my customers would treat their loyal users with such disrespect! I am scared to trust them again even if I did start paying. I don't know how to get my data out so I can keep my promises to my customers.

We've been loyal customer with Marsello for over 5 years. We initially singed up for their unlimited plan for $199/month. Out of no where, during the busy black Friday season, they paused our account demanding over $3,000+/mo. The recent change took our store from $199 per month to $3,000+ per month with no benefits. I signed up for unlimited contacts and unlimited emails from the beginning. The price suggested is outrageous as there are many other alternatives available for better prices. This is a shame given our continued business relationship for almost 5 years. It is crazy Marsello would do this to a loyal customer and demand us to pay 15x what we have been paying. I am hugely disappointed. It is extremely frustrating that I have such little time to make changes to a 5 year system, especially with the busy holiday season. Would never recommend this to anyone.

I've been with Marsello for a few years now and they are constantly looking for ways to improve and add new features. Their support team is amazing with prompt replies. I love that I can integrate our loyalty program with email all in one app! Highly recommend them instead of working with a few separate apps.