Omnisend Email Marketing & SMS

Used this app for years and then one day my pop ups, email captures and everything else just disappeared from my site!! In fact, the app had no record of my customer data. Wrote for support but haven't received an answer or my data back! I guess maybe they did an update and forgot about their current customers! If this can get my data back and it is working again, I'd certainly appreciate it. But it's no longer a 4.8 rated app. Any app that just stops working on you and then can't even show you as an existing client, let alone get your working data back you created...isn't worth a rating.

I've been doing email marketing for over a decade and have used a variety of platforms. Omnisend will without question be the most frustrating and difficult platform of any that I have used. I cannot under any circumstance recommend this app to anyone. Here's why: 1. The tech team repeatedly locked our account and asked us to have our list cleaned. Even after working with their support and having our list cleaned MULTIPLE times and creating new segments based on their exact recommendations, they still locked our sending ability and placed our account on a sender domain with low reputation that tanked our deliverability. We lost thousands of dollars on a campaign because of this. 2. The UI is glitchy and trying to upload custom HTML templates is difficult. The custom templates location is found under settings (which I've never seen before). The UI to do also sanitizes your code so certain best practices can't be used because the UI will not allow you to insert certain things, like a header or MSO specific html. This was frustrating because we could not get our emails to work properly on some platforms. We even began to encounter an error where any links in a test email could not be clicked in iOS. We had to segment our own internal emails and send campaigns to them in order to properly QA emails. 3. There is no templating language and this made QA extremely cumbersome for basic parameters. Clearly they discourage using your own HTML because adding a custom template was in a difficult to find location. After adding your own template, selecting it during campaign creation would glitch out and not let you proceed to the next step. 4. Tech support was, in general, very difficult to work with. We often felt the answers we received were unsatisfactory, given how much we paid as customers of the app. We went through the same issues over and over and over again, even after following the exact steps that tech support gave us to rectify a situation. Because of these issues we have removed Omnisend and went with a competitor.

I thought this was a great app, I spent so much time creating my campaigns only to have the price raised every month. Don’t use this app or waste your time it’s a rip off and they increase the price each month. When I first signed up I agreed to $29 a month then the following month they raise the price to $40 without my knowledge after that they raised it to $60. I didn’t add any more emails or do nothing different to have these price hikes then they tell you oh we’ve added new features that’s why we raised the price. No thank you save your time and money. They also will have you create a positive review the first week then raise the price on you so don’t follow these reviews that’s only one day of service, I had a five star review before this post so it’s all propaganda. Read the one star reviews first this company is a scam. After they promised me $30 a month for a year they raised my price to $78

Serge never reply to my emails______________________________________________________________________

after initially thinking this was a great platform i have changed my review dramatically after using this for two years. it takes a long time to get things resolved with support. often a couple days... and...

4/22/20 update: well, there is a major downside. they have changed this literally THIS WEEK and now i have to subscribe for $250 to be able to send out sms messages. apparently OMNISEND doesn't understand the business climate and despite me telling them we are literally permanently closing due to the COVID-19 mandatory closure that has cost us our business like many others, they will not let us use the prior pricing that we did literally LAST WEEK. So, instead of just letting me refill my campaign for $50 - i have to purchase a year's worth of credits - EVEN THOUGH WE WON'T BE IN BUSINESS. That and last week after telling them on a thursday that the SMS campaign was not working and was not sending, it too them TILL THE FOLLOWING TUESDAY TO RESOLVE. now they raised the pricing plan so i will be cancelling and opting for one of the more flexible competitors.

I think most of these reviews are fake... what is the point in accumulating subscribers if you can't reach out to them in a timely fashion. The last time we sent out a campaign it was a year ago.. even then we got "Paused". We needed that email to go out at a particular time of day, and now that is not going to happen. Their customer service is worse, "we will get back to you in a few hours", this is early morning business hours. I advice find some other solution. After the email was finally sent out I got a "Warning" letter stating that too many got flagged as spam and our campaigns might get paused... according to their own report 12 out of 11273 reported spam, that is 1 in 833 recipients !!

Wasted 4 hours of our time creating a campaign to only know that our account had been suspended and we can not send the email to our subscribers. We chatted with their team and were told we needed to check on the subscribers and see who is old and who is inactive? Really? We followed their magical and so-smart technique of filtering who is old and inactive and that gave us 90% of our subscriber are old and inactive!!!! Our site hasn't even been one year but the emails we have been collecting are old and inactive. So stupid!!!

Somehow the Product picker in the new email builder does not work, now I need to manually change the links of every products in each email I send.
Very disappointing !
Since 2 days I am trying to sort some issues with Omnisend not supporting Shopify Markets and wrote over their so called chat support, but the support is not there and even if is a chat support they don't answer in a timely manner.
Again big disappointment !

Such a shame to treat your users the way you do, guys. This is the worst customer service I've ever experienced after a drunk sales lady on the farmer market.... Kristina is scaring your subscribers away. We chat for the last couple of days but with every single message, she acts like it's the first time. You charge but DO NOT provide services. And your customer service (no, it's not) acts like it is ok. Upset and disappointed. Do not recommend.

Support staff are completely incompetent and unhelpful, it's impossible to speak to anyone from management or anyone with authority. Very expensive app with very cheap customer service. The app itself has bugs and there are 100% better and more reliable alternatives available. We had multiple email automation set up for many years with Omnisend, and we have been a loyal customer since 2018, with a premium subscription. All of a sudden, without any changes on our end, the automated emails completely stopped working. Thousands of emails with important information for customers literally just didn't send. We received no warning and no notification of this error. We had no idea there was a problem until one of our customers notified us that they didn't receive the email they were expecting. It turns out the app had not sent an email in 3 months! (The app charges us $240 a month). I escalated this issue with Omnisend and made it clear that I would like them to fix the problem, but I SPECIFICALLY said: "Make sure you don't accidentally send out thousands of emails from our account to customers who purchased 3 months ago, that will cause us a world of problems and confusion to our thousands of customers." 24hrs later, we start receiving hundreds of emails from customers complaining that they just received an email from us about the order they placed 3 months ago! We now need to extend the working hours of our staff to accommodate the influx of complaints we are receiving due to an error directly made by Omnisend. Omnisend doesn't seem to give a sh#t! They have made no apology for this mistake, they have not offered any refund for the 3 months of service they charge but we didn't receive, they have not offered anything and they have taken zero responsibility for their fault. What they did instead is try to blame me for the error and advice me on how I can avoid accidentally sending thousands of incorrect emails in the future! (I didn't send the emails, you did!) Omnisend did the ONE thing I specifically instructed them not to do, and charged me a lot of money for it. Now, I am trying to speak to management so the issue can be addressed properly, yet it's impossible to speak to anyone with any authority, only general support staff who can't do anything are available. If you are looking for an automated email service, I would advise against Omnisend. Their app is okay, but if you run into issues, the staff suck!