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Updated review 10/31/2016:
I am sorry to have revise this review but we wasted so much time and money I want to make other shop owners aware. It all started very well, we had conversions and it is very easy to set up. The app is nice, the marketing plan is very good. However, and this is a big issue, it does not provide double opt in! THIS IS A SERIOUS PROBLEM! Who at this day and age, doesn't have a double opt in option?! Please read on.
Our shop has been hit with a huge number of bot/fake customer subscriptions. It's nearly impossible to tell which is real and which is not inside the app, the emails are real but they are not subscribed by the address owners. We paid another service to have the email list checked, many of the fake subscriptions returned valid email addresses. The only clue is the subscriber name, which is not visible on the dashboard. Actually, very little information is available on the app dashboard.
We had our account suspended 3 times and were on the verge of being blacklisted with high percentages of bounces and complaints. Although the rep is excellent, they seemed to not think this was a big deal.
I personally spent 2 weeks trying to figure out what was going on. Waste of my very scarce time, and money.
We have our own domain, they told me that DNS records were not necessary at the beginning. Not knowing why we had such problems with our list's deliverability, I asked for the records to change the settings with the Registrar in hopes this would help. All other email marketing companies we worked with in the past (we've been on line since 1998) will provide this for free. They charged us an extra $59.00 for it and obviously, it doesn't solve the problem.
We had to move our list to another provider with the holiday season just starting. Spent hours manually cleaning it up as we don't send unsolicited emails. We LOST OVER 500 legitimate SUBSCRIBERS when we moved to another service, which requires double opt in. Since I had just sent a newsletter days before, guess they thought confirming was not necessary. These were actual returning customers, some had been with us for years.
It's a shame because the marketing plan is good, but the email list managing is very lacking and the support seems to think nothing is a real issue. It hasn't stopped the bots but at least those subscriptions don't get confirmed and are not sent emails.
We had just paid for the monthly app charge and the DNS records. When I asked for a partial refund (it was just a gesture after this mess), they denied it.
It took me almost a week to complete the move because of the outage, otherwise we would have uninstalled immediately. Yes, all this went down during the big outage in October 2016. It was a nightmare.
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I love this app! It does everything you need for ideal email marketing. Great customer support, super easy to set up and run, easy to create campaigns, automated flows that bring results. Reasonably priced too! Only wish there was a bit more customization to the sign up forms (pop up and page) but I'm pretty sure it won't be long before these are added. If you know a bit of code you can do it, I just don't know enough to do it on my own. Other than that it's perfect. Try it out - I'm pretty sure you will love it too. Thanks, Soundest, I see great results everyday!
I tried to send my first email campaign today - which is time critical - and when I tried to send it, it suddenly said my account is suspended. No information on that during the two hours I worked on the campaign. Also, no way to resolve this except email support. My emails were collected via opt-in, my store is GDPR compliant and running well. What else do they want? No idea. But my campaign for today seems ruined. Can't recommend this business. If you suspend people's accounts, you need better notification and resolution options. This isn't good enough.
Hi,
Please accept our sincere apologies for the delayed campaign. Usually, verification of the first campaign takes up to 30min, to ensure your sender reputation is kept intact in case too many inactive emails are spotted on the contacts list.
We made a mistake this time and your campaign was stuck for a much longer period of time. Unfortunately, we cannot undo the campaign sent and can only apologize that you were affected by this issue. We promise better care next time and longer trial period for you to feel the benefits of Omnisend.
Katherine is reaching out to you with more statistics on the campaign sent and our proposal.
We hope to win back your trust!
Unfortunately terrible customer service. Have contacted them 5 times via email and chat with no reply. We build stores for a range of clients and need support across all of our clients email accounts. DO NOT USE - Klaviyo support is a million times more helpful. Although Klaviyo may be missing a few features we wanted for our clients, support is essential for any business and Omnisend has zero.
Hello there, and thank you for taking the time to provide feedback!
We're sorry about your experience with our customer support team. We do our best to resolve issues in a timely manner, and we do take customer service very seriously. Your feedback is taken into consideration, it has been communicated to our team.
Our support representative has already reached out to you with more details.
Have a fantastic day!
I take great pride in firing this BS company because they do not care about their customers enough to offer telephone support for basic account setup issues such as Custom Domain Setup. Instead, they push you off on your DNS provider, which is sleazy. Shame on you, Omnisend! Shopify is no better. Their chat agents need to be better trained in such matters.
Hello! Thank you for leaving a review; it is highly appreciated.
We are sorry you have faced some difficulties with the Domain sign option. As we can see, you already had your custom domain signed with another app you used previously, and this app also used the same provider as Omnisend; hence this domain was already present in the system. It is impossible to add domain to your Omnisend account since it currently exists on a different account within Mailgun system. Therefore additional verification was needed.
The issue was resolved, and you added the domain to your account.
Sorry again for any troubles you have faced and thank you for your feedback.
well...Omnisend app is okay, it actually has some useful features, but the customer service is horrible, I think they are using automated replies instead having a real person answering to my emails. I sent two emails and I was getting the same generic answer with some screen shots on how to fix the issue. I expected more from them because this app is not cheap. And is not free as they claimed it to be. So I am giving this app 1 star because of bad customer service. *Updated on 9/29/2020 We were told to clean our email list and we did. Yesterday we spent hrs creating a really nice email campaign to send to our customers. The campaign was stopped by Omnisend and our account was suspended again. This app was a waste of time and money for us. And now we finally had enough and deleting our account. :(
We sincerely apologize for the trouble. Ira was trying to explain all the detailed steps in one email.
The sending of campaigns was temporarily paused since the system detected some inactive emails on your list. Nothing to worry about, approx 30% of emails go bad in just one year, so regular list cleaning is a must to maintain good sender reputation among the inbox providers. Please clean your contact list with one of the list cleaning service providers, and we will reactivate the campaign sending right away! Follow this article for detailed guidance:
https://support.omnisend.com/en/articles/2828597-troubleshooting-suspended-account#-your-recent-campaign-reported-bad-metrics
By the way, only campaign sending was paused; your automation workflows are still up and running.
The worst service ever!
Since the transition from Soundest to Omnisend they are charging my credit card for the premium service, but actually they are not giving me the benefits what I'm paying for. This situation is unacceptable and I was paying the last two months for nothing!
I just want my money back! And hope that anybody else is experiencing this problem.
Awful experience so far. We setup a campaign to send last week, only to come back this week to find the campaign "on hold".
I contacted support and they told it this is normal because they need to "to make sure that all of the subscribers on your list are there willingly and are active."
There's no info about how many emails were sent already, they never alerted us to the problem, and haven't answered our questions about how to resolve the problem.
Support has been slow to reply, and answers have been very incomplete.
I liked this app...until they totally changed the pricing structure! They went from 15,000 emails per month on the free plan to 500 emails...excuse me??? I don't mind paying but this price change seems likje quite a bait and switch to me.
Hello there, and thank you for taking the time to write a review!
Indeed, we're gradually updating our pricing plans for all users. This change leads to reduction in the maximum number of emails you can send on the Free plan, but it includes all the features available in Omnisend at $0/month. Omnisend clients can now utilize all of Omnisend's email marketing features for free, including email automations that generate the highest revenue for ecommerce businesses, forms, push notifications, pop-ups, wheel of fortune forms and more. You can now send up to 500 emails per month and up to 60 international SMS to 250 contacts. No credit card is required, you can upgrade whenever you feel ready.
Thank you once again!
Si vous êtes une marque Française fuyez !!!!!
Les format des dates sont uniquement en américain. Je leur ai signalé et ils m'ont dit que peut-être il allait changer cela. Cependant en a attendant vous ne pouvez pas utiliser la partie Code promo dans vos newsletter ou alors vous allez passer pour des illettrés. Du coup je leur ai dit que peut-être j'allais devoir quitter l'application et demander un remboursement. Ce qui est tout a fait normal puisqu'ils ne sont pas capable de travailler avec des marques française. Leur réponse est que je ne correspond pas aux critères de remboursement. Il est devrait être logique que je puisse être remboursé étant donné qu'il ne sont pas capable de travailler avec des marques française. C'est moins dérangeant mais il en est de même pour les formats des montant en euro. Vous êtes obligé à chaque fois de les modifier à la main car même en choisissant la France comme destination des mail c'est également écrit au format américain.
After your reply :
You still not purpose me a refound also i can't use your application correctly. so i repeat what i said you are stealer !!
If it doen't work you have to refund me that just the normal way of business
Français je me répète mais fuyez se sont des voleurs !!!!
Nous sommes trés désolés pour les problèmes que vous avez recontrès. Sincere apologies for your experience, date formatting in our product is definitely the area that could be improved. We can assure you, that our product is developed gradually and new features and improvements are coming out constantly. Our product team will look into your request, thank you for your feedback. Please expect a message from Katherine with a solution for the time being.
Does not allow to send to all customers. For some reason shows 80% of our customers as not subscribed. No way to send an email to them. Just wasted an hour creating an email that I can only send to 20% of my customers.
Kinda makes the app pointless!
Even tried to delete the unsubscribes, the app ended up deleting all our subscibers. Waste of time release the app when its ready next time or pay me for the hour of time I wasted today!