Omnisend Email Marketing & SMS , Počet recenzí: 5 705
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Increased price to $132 without notice. $100 more than what I was previously paying. Customer service is terrible. Their website provides false information/advertising.
Hello there! Thank you for sharing your recent experience with our service.
Please accept our most sincere apologies for the delay in our response.
Here at Omnisend we believe in transparency with our customers. Our pricing can always be checked in our dedicated page below:
https://www.omnisend.com/pricing/
Indeed, we see that your plan did increase, but please keep in mind that our billing system works as follows:
Each billing day we calculate how many subscribers and non-subscribers you have in your Audience → this puts you in a price tier, which is the fee that we charge.
Previously, you were charged for 2,607 billable contacts up until September, your audience then increased to 9,286 billable contacts thus increasing the price you were charged.
We understand how overwhelming it can be to face such increment in your billing, but if you should feel the need to decrease such fee, we always recommend segmenting inactive contacts and unsubscribing them to avoid such increase.
We greatly appreciate your feedback once more.
If you require further assistance or have any specific concerns, our customer support team is available 24/7 and can be reached via in-app chat or email at support@omnisend.com.
Have a great day!
A horrible customer service experience. Worked on an Email template for over 2 hours and after activating the same, the template got reset (twice). Contacted the customer service who kept me waiting for half hour only to get a reply that it will take them 48 hours to check on the issue if this can be fixed. What is worst is that they assign staff based on the tier of the customer you are which is quite bias already. If this review doesn’t get updated, most likely I switched to Klavio.
Hello there, and thank you for taking the time to submit a review! We sincerely apologize for the negative experience you had. We understand how frustrating it can be to encounter such an issue, especially after investing significant time in creating your email template.
After investigating the matter, we found a problem that caused your template to reset and did the needful to restore your email template. Rest assured - we aim to provide efficient support to all our users, regardless of their plan, and we strive to prioritize and resolve inquiries as promptly as possible.
We want to clarify that the 24-48 hours timeframe is the maximum ETA from our Technical Support team, and we generally aim to resolve queries much faster. In your case, we are glad that we could restore your template within 3 hours from the moment the conversation was escalated.
Regarding your concern about customer tier-based support, we do prioritize our Pro plan users, as it's advertised on our pricing page. However, we want to assure you that all our customers are important to us, and we work diligently to offer quality support to everyone.
Your feedback is invaluable to us, and we will take it into consideration to improve our services further. We understand that your trust in us may have been shaken, but we hope you will give us another chance to serve you better in the future. If you have any more questions or concerns, please feel free to reach out to us directly.
My SMS no longer works even though i still have enough SMS credits. They said I need to verify the phone number but doesn't allow me to verify it until my store goes alive. I'm not ready for launching the store yet without knowing if the app will work. The support is very unhelpful. The online chat replies to me very slow, sometimes takes days. Now i'm stuck and can't use the SMS
Hey there! Thank you for taking the time to share your feedback.
We understand that you have concerns regarding not receiving your SMS messages and apologize the inconvenience you have faced.
Please rest assured that your case has not been forgotten, our team is thoroughly investigating such matter and will get back to you as soon as they have found the root cause if any.
Here at Omnisend we strive to give our customers the best experience as possible and will reach out as soon as we receive a response from our team.
Your patience and understanding is greatly appreciated.
Have a wonderful week!
I am not very happy, very bad first impression of Omnisend. Downloaded app 5 days ago. Process was pretty easy in the beginning to set up but then I hit a wall by not being able to verify my domain. It's been 5 days yet nobody has helped me solve this problem, my business has been unable to send out marketing campaigns and it's been 12 hours since I last spoke with someone in customer service who basically ignored me. Terrible way to start things and it's hurting my business.
Hello there, and thank you for taking the time to submit your feedback about Omnisend!
We're sorry to hear about your negative experience with Omnisend. We deeply value your feedback and are committed to addressing your concerns.
We want to clarify that we take every customer's concerns seriously, and we truly understand the impact that technical difficulties can have on your business operations. We'd like to provide some insights into the situation you've described:
While it might have seemed like there was a delay in resolving your domain verification issue, please know that our team was actively working on it behind the scenes. We're sorry if there was any perception of being ignored; that was certainly not our intention, as our agents attempted to reply to your messages in a timely fashion and were informing you of every escalation they had to make. Our aim is to make sure every customer receives the assistance they need as soon as possible.
We understand that email deliverability is crucial for your marketing campaigns, and we're glad to see that the domain verification issue has been successfully resolved with the help of our Support Team at the time this review went live. Your business can now resume sending out campaigns without any hindrance.
We acknowledge that a smooth and efficient onboarding experience is vital, and we're taking steps to improve our processes based on your feedback. Your input helps us refine our services to better serve our valued customers like you.
Should you have any further questions, concerns, or require assistance in the future, please don't hesitate to reach out. We're here to support you in making the most of our platform for your business success.
Scammers. Their support agent are kidding with people.
Hello there, and thank you for taking the time to submit your feedback about Omnisend!
We're sorry to hear about your negative experience with Omnisend. We deeply value your feedback and are devoted to addressing your issues and concerns.
Regarding your request, unfortunately there was a bit of misunderstanding from one of our team members but once that was clarified, we were happy to provide you with the desired refund.
Our customer's satisfaction is very important to us, and always pledge to resolve any issues encountered.
If there is anything else we can do for you to enhance your experience or would need any further assistance, please feel free to reach out support@omnisend.com and our team will be more than happy to assist.
Have a wonderful day ahead!
I've cancelled this and they keep charging me!
Hello there, and thank you for taking the time to leave Omnisend a review.
We checked your account and see that your SMS subscription at the time was active thus were charged, when trying to cancel a plan and no success, you may always reach out to our support team at support@omnisend.com to assist on the matter.
Here at Omnisend we like to provide our customers with the best service possible, our team has gone ahead and cancelled and refunded such charge, so you will no longer encounter such issues.
If you should need any further assistance, please feel free to reach out to our support team, and we will be more than happy to help.
We wish you and your store the best. Have a great day!
Ich bin in letzter Zeit Sehr unzufrieden mit dem Support.
Lange Wartezeiten auf Rückmeldungen und dann kommen antworten , mit denen man nichts anfangen kann.
Bei diesen überteuerten Preise der App, erwartet man wenigstens einen besseren Support.
Aktuell bin ich sehr unzufrieden und kann Omnisend nicht weiterempfehlen!
Hello! Thank you for sharing your recent experience with our support team. We apologize for the frustration you encountered. Your feedback is valuable, and we'll take it into consideration while improving the quality of our service.
Regarding your inquiry about sending newsletters that redirect to your Amazon products and offering discounts, you can include Amazon links in your newsletters. However, implementing automatic discounts for Amazon products via Omnisend is not currently supported. We have noted your request for future consideration.
We hope you'll consider giving us another opportunity to meet your expectations. If you have further questions, please don't hesitate to reach out.
READ BEFORE INSTALLING: 1) No Phone Support; 2) SMS marketing tool was changed to subscription based. You will be charged for: a) amount of SMS, b) sending limits. It would have been OK but the system simply does not work well and support is not very helpful. For the amount they charge there should be phone support and WORKING solution.
Terrible experience with their bad service. They keep changing the agents when you have a question or issue with your account. And they are not trying to help or understanding your situation. I got a technical issue of sending email campaigns with all broken product images, they solved it after a couple of days without noticing me. I only found out myself. After talking to them, they did not explain what was happening and offered a 20% off discount to compensate. But the funny part is the 20% discount overwrote my existing 30% off discount applied on my account??? And nobody gives a good reason for it or was able to switch it back! Feeling so disappointed with the bad service and surprised by their way of dealing issue. Thinking of changing to another email marketing app.
Hello there, and thank you for taking the time to submit a review!
We apologize for not being able to get back to you sooner on the matter. Please keep in mind that even though we provide support 24/7, it can be difficult to have the same agent handle each request, thus as soon as the agent is no longer available, other agents step in and strive to tend to our customers as best as possible.
We understand how frustrating it can be to encounter such an issue, especially after investing time in creating your emails. Unfortunately such problem was encountered with Shopify but was addressed and tended to in a prompt manner.
As for the discount, your previous 30% off discount expired previously on September 2023 and between downgrading and upgrading your account such discounts tend to be automatically removed as discounts are tied to subscriptions and not accounts.
We see that our billing team re-added the previous discount you had upon reaching out to our team.
If you should need any further assistance, do not hesitate to reach out at support@omnisend.com, and our team will be more than happy to be of assistance.
Have a great day!
Wizard Patch supplies embroidered badges and patches and logo makers for clubs, biker wear etc.
We did use this app to stay in touch with all our custom embroidered logo patch and badge customers via our store https://wizardpatch.com but found after a while it really had issues with sending. We were also "falsley" accused of purposely adding emails to the system that we did not acquire ethically but this was a false accusation, only emails added to our system were user added, thru our site, and we figured that this was just a way to treat us for using the free platform and not using their system via a paid means. So we no longer use this service at all now, its an absolute rubbish app to use and the dev team are out of touch.