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It's a scam! They kept charging me $800 every month. I had around $1600 SMS credit in my account, I wanted to downgrade my email plan and they took ALL of my credit away!!
There is NOWHERE says if you downgraded email plan, your credit will be gone! I paid for $1500 credit! Give my money back!!
After talking to their support, Diego, I told him I will upgrade my plan back and just give my $1500 credit back to my account. He said he can not do that, he can only give me $599 credit back??!!
In less than 24 HOURS AGO, there were at least $1500 SMS credit in my account, even I told them I will undo the cancellation, they still want to steal my money! This is extremely unfair to the user and it is very unprofessional.
Diego is trying to steal my credit. First, there is no alert or info says that I will lost ALL my credit when I click downgrade my plan. Second, even if you undo to downgrade in less than 24 HOURS, they will still take YOUR MONEY!
I have been using omnisend for almost a year now, this is extremely unfair and disappointed! I will never recommend this app unless you will use them forever! or they will definitely take your MONEY!!
We truly appreciate you taking the time to share your experience. We completely understand how frustrating and disappointing this situation must have been for you. We never want our customers to feel that they’ve lost value, and I’d love to clarify what happened here.
The SMS credits in your account were tied to your Pro plan subscription, meaning they were available as part of that plan's benefits. When a Pro plan is downgraded to Standard or Free (as in your case), the associated features — including SMS credits — are no longer accessible. We strive to make this clear by outlining that features such as unlimited emails, advanced reporting, and SMS credits are only available while the Pro plan is active.
To clarify further, your Pro plan was renewed on February 6th, and since the subscription lasts for 30 days, it expired on March 8th. As of that date, your Pro plan benefits, including the free SMS credits associated with the plan, also expired, meaning they were no longer available for use.
Regarding your SMS credits, the rollover applies only to the previous month’s balance, and SMS credits expire after 60 days. This means that while we can restore some of the unused credits from February if you decide to re-upgrade, credits from January have now expired and cannot be reinstated.
Our senior support specialist has provided as much flexibility as possible within the system’s limitations and has thoroughly explained the reasoning behind these policies. We understand that this may not have been expected, and we regret any confusion. We’re always working to improve clarity around plan changes and credit usage, and we appreciate your feedback as we continue to refine our processes.
Terrible Customer Support – Avoid This App!
If you run into any issues, don’t expect their customer support to be helpful. They take forever to respond and keep making excuses instead of actually fixing the problem.
I had an issue where the pop-up form’s background was always transparent, making it unusable. When I reached out for support, they said they would escalate my ticket to a technician, which would take 48 hours. After waiting, I finally got a response—only to be told that my issue was "out of their scope".
I've used many apps before and never had this problem. They even tried to shift the responsibility to Shopify, but when I contacted Shopify support, they confirmed that the app provider should be the one fixing it. For what we pay, we should get proper service and a functioning app.
Would not recommend!
Thank you for sharing your experience. We’re sorry to hear that our support didn’t meet your expectations — we always strive to provide timely and helpful assistance.
Regarding the issue with the pop-up form, we’ve reviewed it and found that the form itself is working correctly, but custom CSS rules on your website were unintentionally hiding the background. In this case, a specific design rule using '!important' was overriding standard settings, which is generally not recommended as it can prevent certain elements from displaying as expected.
Since these settings are controlled by the website, adjustments need to be made directly in the site's code. A web developer or your theme support team would typically be the best resource for this, and we’re glad to see that the issue has since been resolved.
While we understand this wasn’t the ideal experience, rest assured that we did everything we could from our side to assist. If there’s anything else we can clarify or help with, please don’t hesitate to reach out.
Since the month we installed OMNISEND a lot of users aterted to appear, clearly created by bots. OMNISEND charges per user son they benfit form this bots creating new accounts by the thousands. I investigated online and it has happened to many other stores that start using OMNISEND.
Thank you for sharing your experience with us, and I'm really sorry to hear about the challenges you've faced with spambots.
As our support team clarified, the spambots were created in Shopify first, and that's what led to the unexpected increase in contacts on Omnisend. It’s important to note that this is something we’ve seen in other stores as well, and we are more than happy to help resolve it.
We appreciate you taking the time to clean up your audience, and we’re confident that your current list now reflects only your genuine contacts. After calculating the overcharges from the last couple of months, our senior support specialist has informed you about the steps we’ve taken to correct the issue.
To prevent this from happening again, we strongly recommend reaching out to Shopify’s support team. They’ll be able to pinpoint the source of the issue and help you implement safeguards like double opt-in and reCAPTCHA.
Thank you again for your patience, and we're here if you need any further assistance.
They now use a bot for their support model AND YOU CAN'T REACH ANYONE TO ACTUALLY HELP YOU. I've tried for a week to get someone to answer my questions, the bot just blocks me and they NEVER email back, as the bot claims they will. If you are a small business BEWARE of this organization. Their customer support is lacking and they will not help you. I've been trying to adjust my subscription but they'd rather keep charging me a high price rather than align my subscription to my customer count.
We’re truly sorry to hear about your frustration in reaching our support team. While Omnibot is designed to streamline support and connect customers with the right resources, it looks like your request wasn’t escalated as it should have been due to a technical issue. That’s on us, and we deeply regret that your experience didn’t meet expectations.
We’ve reviewed your case and haven’t encountered similar issues with Omnibot before, so your feedback is incredibly valuable in helping us prevent this from happening in the future. We appreciate you bringing it to our attention.
To make things right, our senior support specialist has reached out to you directly to address your pricing concerns and explore a subscription model that better aligns with your customer count. We want to ensure you're getting the best value, and we’re here to work with you on a solution that fits your needs.
Thanks again for your feedback — it helps us improve, and we hope to regain your trust.
very limited and overpriced email software. doesn't have basic functionality like dynamic discounts and just feels like and old email software overall. Use klaviyo if you want the best. Or use mailerlite or something if want a lower budget one. But DONT use omnisend
Thanks for sharing your feedback! We’re sorry to hear that Omnisend didn’t meet your expectations. However, we’d like to clarify that we do, in fact, offer a dynamic discounts feature. Our system automatically generates unique discount codes for each customer, applies them at checkout with a single click, and even allows for reusing or refreshing the code throughout multiple emails in an automation — whichever fits your strategy best.
Our support team has already provided a detailed explanation of how dynamic discounts work in Omnisend, along with the various ways you can effectively use them. We hope this has addressed your concerns and made it clear that Omnisend fully supports both dynamic and custom discounts to fit different marketing needs.
Additionally, our senior support specialist has reached out to you to offer further clarification and ensure you’re making the most of Omnisend. If you have any further questions, we've got your back!
I have uninstalled Omnisend Email Marketing. I still get discount popup on my Shopify site. It does not stop . Every time I open my Shopify site the popup appears. I tried to stop it and uninstall but the popup still appears.I don't want it to appear.
Thank you for sharing your experience. We’re sorry to hear about the issue you encountered with the signup form.
Our senior support specialist has thoroughly investigated this and confirmed that the Omnisend app has been uninstalled, the form status is disabled, and there are no remaining Omnisend snippets in your store's code. We've also checked your website directly and did not find any ongoing connection to Omnisend (we've sent you screenshots confirming these findings via email). Given that uninstalling Omnisend automatically disconnects it from your store, our forms can no longer appear there.
It’s possible that the signup form you’re seeing is coming from another platform or is being displayed due to browser cookies or cache. We’d be happy to assist you further in pinpointing the source of this form to ensure everything is working smoothly on your end.
Your experience matters to us. If there's anything else we can do to make things right, we're just an email away!
I have truly enjoyed Omnisend system. But the customer service takes days to get something resolved. Which affects the retargeting side of marketing for business.
We’re sorry to hear that the service you received didn’t meet your expectations — that’s certainly not the experience we aim to provide. That said, we’re glad to see that our senior support technician has since addressed all your concerns.
We hope this resolution has improved your experience, and we’re always here to assist with any further questions or needs.
Your feedback helps us improve, so thank you for taking the time to share it!
THIS APP ALWAYS CHARGE EXTRA MONEY WITHOUT OUR PERMISSION .We are charged additional $69 on Oct 26th except for the $183 monthly billing ,and they told us to give us 180000 credit ,we actually use 18282.
TOO EXPENSIVE .NEVER USE THIS COMPANY .
Thank you for sharing your feedback. We understand that unexpected charges can be frustrating, and we’re here to clarify and ensure transparency regarding your billing.
As with most email marketing platforms, Omnisend’s pricing is based on the number of contacts (subscribers and non-subscribers, we do not charge for unsubscribers), meaning higher contact lists or additionally purchased email credits can lead to added costs. When your account exceeded the included email credits, additional credits were offered and purchased from your side to allow you to continue sending email campaigns, resulting in the $69 charge on October 26th. This charge was solely for the extra credits used beyond your regular monthly allocation.
Our senior support specialist has reviewed each past invoice with you in detail to ensure clarity on your billing history and the options available to optimize your plan. We genuinely appreciate the chance to work with you on finding a solution that better aligns with your needs moving forward.
If you have any further questions or if there’s anything else we can assist with, please don’t hesitate to reach out.
We appreciate you giving us the opportunity to address your concerns and look forward to supporting you moving forward.
They will increase price for no reason, and stop giving you options to choose.
the first time they over charged me by 70 dollars, I contacted them, got a refund, and this time they went from 30 40 a month to 80 a month, WITHOUT notifying me.
Thank you for sharing your concerns with us. We truly value your feedback and would like to provide some clarity regarding how our quarterly plans work and address your billing inquiry.
The quarterly plan you initially subscribed to was a one-time offer that included a 30% discount. Once the 3-month period ended, your account automatically transitioned to a monthly plan based on your contact tier, as the quarterly discount is no longer active.
When you first upgraded, your contact tier allowed up to 4,500 billable contacts, which was priced at $75/month under the discounted quarterly plan. However, we noticed your billable contacts have now increased to 4,510, which has placed your account into the $80/month tier. This change, combined with the shift to a monthly plan, explains the difference in your most recent charge.
Our senior billing specialist has already reached out to you to provide a more detailed explanation and offer a personalized plan based on your needs. Please check your in-app messages or email for further details.
We appreciate your understanding, and we’re here to assist you further if you have any additional questions or need further clarification.
Bad customer service. Unreliable email sends.
We’re truly sorry to hear that the support we provided fell short of your expectations. We sincerely apologize for the inconvenience caused by the slight delay in delivering your emails. We understand how critical timely communication is, and we deeply regret any impact this may have had on your campaigns.
Please rest assured that the issue was resolved the same day, after a few hours. Following up on the matter, our senior support specialist reached out to offer further assistance and ensure everything was fully addressed.
We are continually working to improve and will take steps to prevent such situations from occurring in the future. If you have any questions or concerns, please don’t hesitate to reach out. Your feedback is incredibly important to us, and we are committed to earning back your trust and improving your experience with Omnisend.