Marsello: Loyalty, Email, SMS

I use marsello to engage with new and continuing customers on my site and it has helped immensely with efficiency and growth. A great asset.

Marsello is great and really helped us out a lot! We got so many of our customers back after time away!

Also revised 5 star review to 1 star. I've had the exact same experience as the person below - Mountain Madness Soap Co. Marsello is clearly being run by new owners. Also on a grandfather plan, my fees went up without warning. Even worse is they paused my loyalty app without telling me! I had to wait until a customer contacted me asking when our loyalty app will be back online! In contacting support they were unapologetic, didn't care why I was on the old plan and pretty much said this is the new plan, pay up if you want your loyalty app to go back online. In the process of changing apps now

Marsello has a really interesting combination of features, with its email and loyalty combination allowing us to really hone in different segments. Their staff is very responsive, and they've done a great job at incorporating our feedback into the app to make it an even better fit for our needs. We're big fans.

Revised 5 star review to 1 star. I do not know what has happened with Marsello and am honestly dismayed by our recent experience with them. We have been a customer for 3 years and have had a good relationship with them, have been beta testers, and have even been a success story for their marketing department. Yesterday I needed to do some manual account maintenance and discovered that we were locked out of the admin interface because we had exceeded 10,000 customers. In addition, the customer facing rewards interface was no longer working on our web site. We were apparently on some grandfathered plan at $59/month and they randomly decided to do away with that and wanted us to switch to their new "pro" plan based on number of customers. Sure, no problem UNTIL they said our pricing would go from $59 to $559 PER MONTH. An 800% price increase and the hobbling of our installed (and paid for) software is absolutely inexcusable. At this point we were essentially being held hostage until we paid. After getting the same "I know this is a bit of a shock" circular run-around from the support chat person, I asked them to have someone contact me ASAP. Well, I have not heard back from anyone at Marsello and we have customers emailing, calling and messaging about their rewards account. So, today we made the decision to simply dump them and switch to a different rewards application. On the plus side, Marsello made it easy for me to export our customer data along with point balances and I was able to import that into a different reward app that I had up and running in a few hours. Marsello has seemingly gotten too big for their britches. When we first signed up, it was just a loyalty program and did a good job at it. Then, over time, they made it into a customer relationship management software and email and SMS marketing software. Some of their automations are good, such as abandoned cart emails, but for the most part we continued to use it only for loyalty purposes since we have other applications that handle those aspects of our business. Bottom-line: growing eCommerce businesses, watch out for the bait and switch. Despite their response here indicating that there was a resolution, there was not one.

Easy to set up and use! I like that customers can earn points by liking our different social media.

Excellent app. Great customer service. Very easy to use both for me and my customers. Will recommend it to anyone seeking a loyalty program.

Great App that is integrated with POS

Update 01/04/22: Marsello team was quick to respond and provided me my customers data as requested. They were considerate to offer me some generous offers on their plan so that I could have time to decide if Marsello is right for my store. I’ll update again and review the app itself once I’ve come to a decision to keep Marsello or not.
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Been using this app since the beginning, but my account was suddenly ‘paused’ because apparently the plan that I was on is no longer in existence. No notification, no reminder, no warning whatsoever. I’m left in the blue with no customer points information and was informed that I would need to reinstate the account to retrieve the information and the plan is way out of my budget. I’m now awaiting for their follow up to see if they could at least provide my customers points information.

I have used Marsello for a number of years more or less from the beginning to give my customers loyalty points. I have found this morning I have been locked out of my account WITHOUT WARNING and now need to upgrade to a paid plan which is coming in at a cost of $279 a MONTH. No way am I paying that, my small business cannot afford this. I cannot even access my account to view my customers and how many points they have. So basically being held HOSTAGE, very poor customer service. AVOID!!! IN RESPONSE TO YOUR REPLY
I was told by your representative that the plan I was on is no longer available, you are saying its because I have exceeded 1000 customers. I had more than 1000 customers when I installed your app so which of you is telling the truth?
I have no issues with you revising your pricing plans but to go from free to $279 per month is extortionate. Even if I could afford those costs I would still have deleted the app purely because you have shown that you do not care one jot about the businesses that use your app. If you had given me notice I could have notified my customers who in turn could have redeemed their points, instead you just stopped the app from working and locked me out of the admin panel, leaving me to then have to explain to my customers what went wrong. You didn't even notify me that you had taken this action, I found out from one of customers. Thankfully for me I have a great relationship with my customers who are all very supportive and agree to me cutting ties with a company that acts in such a way. They are more concerned about me and my business and how you left me in the lurch than any reward points.
In my view 1 star is too high for you I would rather have left a zero rating. AVOID AVOID AVOID!!!