Mountain Madness Soap Co.
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.
Thanks for your detailed feedback. I understand you have been in touch with Jase from our support team. I'm glad to hear we were able to work through this with you – we appreciate you reaching out to us to help reach a resolution. Wishing you all the best for 2021 and beyond.
Surf the Greats
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.
Local Source E-Market
App has amazing potential. But the customer service that comes with it is shocking. You have to wait at least a day or two to chat with anyone. They will not call or video chat with you. You're literally sending one chat at a time, so problem solving take DAYS! Its been a nightmare.
Thanks for your feedback. Sorry, you experienced a delayed response. We are working on expanding our support team to improve this.
I’m happy to hear that Amy from our team was able to help you find where emails were coming from and glad that it was not our app causing it.
Downloaded for the free version and literally everything was locked. Even customising the copy on the newsletter signup pop-up was blocked! No automation included whatsoever, literally nothing. What a waste of time, they shouldn't even offer a free version if they're going to block everything. Wouldn't even consider paying for any version of Marsello now because of this.
Thanks for your feedback. Our free plan provides the basics for a fully automated loyalty program which a lot of our users love! If you want customization, automated emails, campaigns etc. we are offering 50% off Pro for 3 months at the moment to help during COVID-19.
Haus of Posie
I have 19 days left to use this app and my abandoned cart emails and previous customer points still have not been added to the system - been already a week + now. Basically my trial with Marsello is me finding all the errors which cannot be resolved with 2-3 days.
Thanks for bringing this to our attention. I'm sorry you've experienced difficulty getting started. I believe Jase has reached out to you to get you up and running and beginning a fresh new 30-day trial. He will be able to get everything resolved and running smoothly for you!
Does not work for one-off campaigns as keeps sending out the campaign - there is no way of stopping it. No way to edit pre-existing email campaigns. Customer support take a long time to respond with an answer (I've been waiting 2 days to find out why my launch campaign email contained a malicious link input by Marsello).
Thanks for following up here. Our support team has been looking into why your https link populated a http link and have been trying to reach out to you.
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.
We're sorry you experienced a delay in your campaign sending. We have reached out to you via email and hope to hear back soon.
La Porte Des Secrets
nul nul nul
ne répond pas au mails
ça marche pas leur application
perdez pas votre temp avec eux !!!!!
Thanks for following up here. I believe our Support Team have been replying to your messages and are now waiting on your response to get more details about what you want help with. Hope to hear back from you soon so we can help.
Good Dog People™
3 Aug: We do offer gift cards on our store and it was only last week we realised the purchase of gift cards would automatically be rewarded with points, which customers use the same gift cards to purchase items on our store and get rewarded with points again. That's duplication of points. We raised this to the customer support team, and Abby responded in exact words. "This wouldn't be considered a duplicate by the system." Abby also said. "We appreciate the feedback as we haven't had any similar opinions on gift card purchases being awarded points".
By principle, gift cards should be seen as currencies, not a SKU in your inventory. When someone purchase a gift card worth $1000, who use it to purchase $1,000 worth of goods, merchants are now obliged to give $2000 worth of points which they could have just given $1,000 worth of points. If this is not duplication, what is it?
Points should not be given to gift cards by default. If merchants decide to do so, they may have the option to opt in. Reward points are currencies and we ought to be careful with how it's being managed. Marcello's decision to make the opt-in as a default feature is a careless and inconsiderate one.
We have made quite a significant loss due to the duplication of points. I'm sharing here so merchants are informed and can do the necessary to opt-out reward points from gift card purchases.
28 May: Issue was rectified on 24 May. Matt did his best to rectify the problem and offered compensation for the loss and technical glitch which I appreciate. Although the glitch is taking a toll on our customer service's time (and we have no idea when the queries would end), we're pleased that Matt asked for thorough feedback so that preventive measures could be implemented. We had a constructive discussion and I believe the Marsello team would do their best to work on the enhancements.
24 May: All loyalty points were erroneously deposited / duplicated twice on 10 May and to our dismay, we only found out 2 days ago. 38 hours have passed - the problem hasn't been rectified and our questions not addressed yet. We're crossing over the weekend (we're in SGT) and another 48 hours will be lost.
We're going into a full blown crisis mode now and are forced to switch off the program. We have customers rushing to claim the vouchers and many of them have already used the vouchers from 10 May to 22 May. A huge loss is incurred and we're still waiting for the Marsello team to rectify and issue an official response.
The matter has been escalated to Shopify and has expressed their full support towards our demand of compensation from Marsello. But first, the problem needs to be rectified and we're still waiting.
Thanks for your feedback. We are sorry that the points settings for gift cards were not obvious when you set up. I see you now have this set to not reward points on gift card purchases. Our team is working on making this setting more of an obvious part of the set-up and readdressing what the default option is. Our support team is also on standby to help correct any past points for gift card purchases that you would like removed. Thanks again for your feedback. We really appreciate it!
Lilly and Mimi Fabric Shop
I have cancelled this app but I still need to pay the monthly fee? can you pls tell me why???? This shouldn't be happened. pls don't charge me for anything as I don't use your app anymore. I put it on inactive by 30 July and wasn't available on my website since that time. This is illegal!!!
Thanks for reaching out. We can see that your subscription was cancelled the same day as you uninstalled the app on August 7th. I've sent you an email with some more detail.