Marsello: Loyalty, Email, SMS

We used Marsello with our ecommerce website for a couple of years and have been happy with the service and the platform. A couple of months ago, they introduced a new pricing scheme and put our account on hold so we couldn't access any of our data until we upgraded our plan. Unfortunately, there was no way for us to upgrade our plan other than contact customer service using their chat. A week went by with one message a day being answered and in the end we weren't able to upgrade our plan ($29 per month) because we had been loyal customers for a long time and our plan had been grandfathered and was being discontinued. Their customer service advised us that they would have to convert our plan to the free version and we would have to sign up again to the pro version which started at $49. A quote was provided based on the number of customers we had which was higher than previously but still realistic considering the company's growth and new added features. Once we were able to upgrade to the pro membership level, our new monthly fee was $299. We were told that we were being charged for 4 sites plus the customer base we had when in fact we've always only had one site. The bottom line is, our account was frozen and forced to upgrade from $29 to $299 a month. We are a small business tried to work with and support another small business, but it's become clear that Marsello has found a way to increase their pricing without taking into consideration the scalability of their longtime customers. Our interaction with their customer service has been nothing but frustrating and we decided to leave the platform and sign up with one of the other several great options available through the app store. It takes a great amount of time and effort to create and nurture a fidelity program. Before choosing one for your business, make sure it's one that will allow you to scale in a fair and realistic way and you are not forced into a plan that is 10x more expensive than what you signed up for—which is what Marsello has done to us.

Easy to use with good service. The free plan has several decent functions. Kat was polite and addressed our questions very promptly.

very costly app with no customer support, they will always say they will contact you when they have time

Simple to use. My customers are enjoying it and making good use of all the ways to redeem rewards. This program solved my problem of finding a rewards program and email campaign platform that perfectly integrates customers from my shopify website www.springyfeet.com.au with my in-store Vend based shop. I can now offer a totally integrated response. Thanks to Marsello and its customer segmentation, I can more easily craft appropriate campaigns. Great app, highly recommend.

currently testing the app and everything seems to be working great except one concern. i added myself as a customer for testing purposes and I noticed that as soon as I click "Share Us on Facebook" or "Share Us on Instagram" I immediately receive an email saying that I've earned points but I haven't fully shared anything. So anyone could just click the link and earn points without actually completing the sharing. It's probably best not to activate that feature of the app but it's a social media feature which is something we really need. overall great experience.

This app proved to me that we need help no matter where in life we are. The journey continues with this app.

c'est très rapide et très facile à utiliser je vais vraiment la promotion de ma boutique en ligne pour plus de vendre

Provide some detail about what you did or did not enjoy about using this app. Your comments can help other merchants decide whether to use this app.

E-mails don't go out when they are scheduled, which is horrible on a day like Thanksgiving! Interface is nice but e-mails not going out are unacceptable. Really wanted to like this app but that's a complete deal breaker.

Out of all the other rewards program, this is the best one!!! It allows me to rewards my customers for social media following with the free plan while other programs use it as a tactic to upgrade. LOVE THIS!!!