Omnisend Email Marketing & SMS

Thank you for taking the time to share your experience. We’re sorry this situation has been so frustrating, particularly with the volume of messages reaching your inbox and the disruption to your automations. We also regret that your initial support experience didn’t make an already difficult situation easier to navigate.

Given the seriousness of your concerns, our Deliverability team reviewed the case in detail. The messages reviewed were bounce notifications resulting from your email address being spoofed as the sender of messages sent elsewhere. In this type of spoofing, someone external can forge a domain in the “From” field without needing access to the mailbox, website, or Omnisend account. When those messages cannot be delivered, failure notices can be returned to the address they falsely claimed to originate from.

An SPF record does not generate spam, provide access to a mailbox, or enable someone to send through an Omnisend account. It tells receiving mail servers which services are authorized to send email on behalf of a domain. We do understand why the timing made the issue appear directly connected to the SPF change. With the previous, stricter configuration, unauthorized messages could be rejected earlier in the delivery process, before a bounce notice was generated. Changing the configuration affected how some receiving servers handled those messages, which could make the existing spoofing activity visible through bounce notifications.

To help address the underlying issue, our team has recommended strengthening DMARC enforcement, which is designed to help receiving servers handle messages that falsely claim to come from your domain. We’ve also requested the original email files with their full routing information so our Deliverability team can investigate the source further and provide the most appropriate guidance.

We also recognize your concerns about your automations stopping after Omnisend was no longer included in your domain authentication, as well as the communication, billing, and support experience surrounding that period. These account-specific concerns are being reviewed directly with you to ensure they receive the proper attention.

We appreciate the time you’ve spent raising these concerns, and we want you to know that your experience matters to us. While our investigation indicates that Omnisend did not cause the underlying spoofing activity, we understand why the timing and volume of these notifications led you to connect the two. We remain committed to supporting you, addressing the concerns you’ve raised, and ensuring you receive the level of attention and assistance you expect from our team.

Thank you for sharing your experience. We're sorry that your first interaction with us felt unwelcoming - that's genuinely not the impression we want to leave, especially when you came in ready to grow your email marketing.

As an email service provider, we have compliance requirements in place to protect our sending infrastructure and maintain deliverability for all clients using the platform. Because of this, some businesses may require additional review before they can begin sending with Omnisend.

As part of this process, our Compliance team reviewed the information you provided, as well as the nature and content of your store. Following this assessment, the team determined that we’re unable to provide services for your business under our Acceptable Use Policy. We recognize that it can be frustrating when we’re unable to provide the specific details behind an assessment. While certain aspects of individual evaluations cannot be disclosed, these decisions are made in accordance with our platform policies and the requirements necessary to protect our sending infrastructure.

We appreciate you taking the time to share your experience and understand that this wasn’t the outcome you had hoped for. While the outcome of the review remains unchanged and we may be limited in the details we can provide about the assessment, our team remains available to assist with any other questions or clarification we’re able to provide regarding your account.

Thank you for sharing your experience, and we completely understand why the lack of explanation made this feel concerning.

We’d like to address one concern very clearly: the decision regarding your account was entirely unrelated to your business serving or selling products to the LGBTQ+ community. Omnisend does not restrict access to our services on the basis of the communities a business serves, and we’re sorry that the lack of detail around the decision left room for that concern.

Our system automatically flags certain accounts during the onboarding stage based on signals our compliance tools detect. These signals are entirely unrelated to what a business sells or who it serves. After a manual review by our Compliance Team, a decision was made not to proceed — and while we recognize how frustrating it is to not receive a specific reason, we're unable to share the details of internal compliance investigations. That's not a policy we take lightly, but it's one we apply consistently to all accounts.

We appreciate you raising this concern and giving us the opportunity to clarify it. We want you, and anyone reading this review, to feel confident that the community a business serves was not a factor in this decision. While there are limits to what we can disclose about individual compliance reviews, our team remains available should you have any further questions.

Thank you for taking the time to share your experience. We’re sorry to hear that the migration process left you feeling frustrated and that our communication did not meet your expectations.

Our migrations team completed your full Klaviyo migration, including flows, segments, lists, forms, templates, and contacts, within 3 business days of your migration form submission. After confirming completion, our team continued working with you over the following two weeks to investigate the additional concerns raised about your lists and segments. Throughout that process, we provided screenshots, reinitiated contact syncs multiple times, and extensively cross-referenced your Klaviyo and Omnisend setups to identify and address any potential discrepancies. While our reviews did not identify missing migration data, we continued investigating the areas you were concerned about and making additional adjustments where possible. We genuinely wanted to get this right for you and continued working closely to validate the setup and help ensure you could move forward with confidence.

Regarding billing, a custom pricing arrangement had been prepared for your account based on the plan discussed with our team prior to migration. As custom plans cannot be activated through the standard self-service upgrade process, billing details were required for our team to apply the agreed pricing and complete the activation on our side. We understand that this process differs from a standard plan upgrade and may not have been what you expected.

Throughout this process, our priority has been to provide the support needed to make your transition to Omnisend as smooth as possible. We genuinely care about setting our customers up for success, so we regret that the support and additional work provided did not leave you feeling that way. Our team remains available to continue working with you directly and address any outstanding questions about your migration, account setup, or billing.

A long-term customer saying they can't recommend us enough? That truly means a lot to us, genuinely 🙌
It's great to hear the platform and our support team have been pulling their weight for your business. We're glad to be part of your journey and look forward to keeping that standard up.

Over a third of your revenue through Omnisend? That's a serious result, and it's exactly what our automations and recapture tools are built to deliver. Thanks for recommending us to your clients - that kind of trust means everything to us.

Starting with zero experience and hitting the ground running says a lot about how intuitive the platform really is. The pricing structure is built to support you early on and stay reasonable as your list grows. That's exactly the kind of start we want every store to have.

Really glad the integrations and overall experience are working well for you! The feedback on templates is noted - it's genuinely useful to hear what would make Omnisend even better. Thanks for taking the time to share this.

Thank you for taking the time to share your experience. We’re sorry to hear that your first impression of Omnisend felt frustrating, especially while you were still in the process of setting up your account.

When an account is flagged for review, some communication channels may be temporarily disabled while our team checks whether the account can be supported under our platform policies. We understand that being asked several questions at the start may have felt less helpful than expected. These details are required for our Compliance team to complete a proper review, but we appreciate your feedback on how the process could have felt clearer and more guided.

After a thorough review, our Compliance team determined that we’re unable to offer our services in this case. While we’re not able to share the specifics of the review publicly, our Terms of Service require all accounts to operate in compliance with applicable laws and regulations, including those related to third-party intellectual property rights. Decisions like this aren’t taken lightly, and this process helps protect customers, recipients, and the overall deliverability environment for everyone using Omnisend.

Thank you again for considering Omnisend. Our team remains available through the existing support conversation if you need any further clarification.