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STAY CLEAR - I would say stay away from this company if you would like customer support. They don’t provide anything but empty promises and ongoing stress. The only lady that has been helpful was the one that set it up but apart from that it’s terrible. They charge you for a subscription you can’t even access and when you ask for a refund they say well it’s because there was still emails getting sent out you still have to pay. ( what a joke because I couldn’t even get access to the account ) went to my bank and forced the refund on Omnisend as it wasn’t suppling the full goods or service I was paying for. And now the stupid company won’t disconnect from my website and keep sending me emails saying I need to pay money for sms credits but they confirm my account has been cancelled and closed off? But no it hasn’t as if I go on my website the automations are still running, but now I’m not paying so what a nightmare. Sort your workflow and customer accounts out as I don’t want to be associated with omnisend anymore. Remove my details and unlink from my website. Enough is enough!!!
Hello there,
Hello,
I’m truly sorry to hear about the challenges you’ve faced and the frustration it’s caused. We understand how important it is for our customers to have a smooth experience.
I want to assure you that a senior representative reached out to you previously to confirm the account deletion and provided details about the charges. Additionally, the refund you requested was processed 21 days ago.
If you’re still encountering issues or have further concerns, please review the email from our senior agent. Your feedback is important to us, and we’re here to help resolve any remaining issues.
Thank you for your understanding and patience.
UPDATE: No resolution has been reached, and the only pricing you offer is for the quantity of emails and messages sent. Very nice smoke and mirrors response.
Omnisend keeps increasing the price of our subscription, hoping we won't notice. Since we don't send out emails monthly, they now charge us $25 a month for sending zero emails. Additionally, we currently don't use their services; we just maintain our subscription to collect emails.
Additionally, we placed a hold on the card we were using until we could contact Omnisend. However, we were required to pay our invoice before being able to contact support. This is extremely poor service and reflects the platform's prioritization of greed over customer care.
Good day, Brian!
Thank you for updating your review. We apologize if it appeared that your request was ignored.
Our senior representative has reached out to you previously with a suggested solution but did not receive a confirmation. Based on your latest update, we have reached out to you again to assist with your issue.
For your privacy, we recommend getting back to us via the email sent by our senior representative. This will allow us to address your concerns more effectively without disclosing private details publicly.
We appreciate your cooperation and look forward to resolving this matter for you.
------------------------------------------
Original reply:
Hello there,
Thank you for your feedback. We apologize for any frustration and confusion caused by our billing system.
To clarify, our billing system calculates the number of subscribers and non-subscribers in your audience each billing cycle, which determines your price tier. As your audience size has increased, the subscription cost has also increased accordingly.
Your account remains active with Omnisend, which is why you continue to incur charges. If you no longer wish to be billed, please ensure you cancel your subscription.
A senior representative has reached out to you to discuss this matter in detail and assist you with any further questions or concerns. Please respond to their email at your earliest convenience.
We appreciate your understanding and are committed to improving your experience with our service.
trash app, i will be switching to klavyio or something else. I currently have this for 3 stores but today was the breaking point. They always require some type of domain email verification and their support is garbage. Claim to reply in under 10 minutes but don't. DO NOT OVER PAY FOR THIS email provider, they are terrible.
Hello there,
Thank you for sharing your feedback. We sincerely apologize for the frustration and inconvenience you’ve experienced with our service. We understand how critical timely support and reliable functionality are for your business.
The domain verification issue you’re encountering is related to having multiple SPF records on your end. To resolve this, please merge the records into one and delete the extras, as our agents have advised. A senior agent has already reached out to you to address your request and provide further assistance.
We strive to respond as quickly as possible and regret that we did not meet your expectations in this instance. We are committed to resolving this matter and improving your experience with our service. If you need any additional help, please respond to the email from our senior agent.
Thank you for your understanding and patience.
They are taking advantage of customers. Despite preventing me from sending SMS, they refuse to refund my money. In 2024, paying for email sends is outdated when other services offer unlimited emails with their plans. They won't let me use SMS but won't return my funds either. Diego behaves like a con artist. Initially, when I asked for a refund, he ignored my messages over several days. Later, when I tried sending an SMS out of frustration, he claimed I forfeited my refund eligibility for attempting to use the service. This platform isn't user-friendly; you can't buy SMS credits as needed but must subscribe upfront. If you want to add credits for a specific message, you have to contact their team via chat and wait 4-8 hours for them to charge your card manually. Despite sending an SMS to 21,000 contacts, not one person visited the website, suggesting the message didn't go through. Plus, they don't provide a dedicated toll-free number; instead, they share one with other businesses, leading to confusion among customers receiving messages from multiple sources. Overall, Omnisend is utterly disappointing. Try Postscript instead.
Hello there,
Thank you for your detailed feedback. We sincerely apologize for any inconvenience you've experienced.
The situation arose due to a high volume of SMS messages sent after a long period of inactivity, resulting in a significant unsubscribe rate. Specifically, more than 48,000 SMS messages were sent in 5 days, which goes against the best practices of SMS marketing and the reasonable frequency principle advised by TCPA. Additionally, the TCPA mandates that telemarketing calls, including SMS marketing messages, must not be made to residential telephone subscribers before 8 AM or after 9 PM (local time of the recipient). While we have this setting enabled by default in Omnisend, it was manually disabled on your end.
Unfortunately, due to this usage, it is not possible to proceed with a refund.
We encourage you to follow best practices for SMS marketing to ensure optimal results and compliance. Our team is here to help you navigate these guidelines and improve your campaign effectiveness, in the future.
A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We appreciate your understanding and cooperation as we work towards a satisfactory resolution.
This app was good, untill they started deceiving their customers.
At first, the payment was based on how many emails and sms messages can you send, now they are doing some tricky way to take money from you, and they are charging on the amount of subscribers you have.
We have just 600 active subscribers, and they are charging us like we have 3000 +.
HIGHLY AVOID THIS APP!!!
Hello there,
Thank you for sharing your feedback. We apologize for any confusion and frustration you’ve experienced regarding our pricing structure.
Our billing system is designed to be transparent and fair, charging based on the number of subscribers and non-subscribers in your audience.
A senior agent has already reached out to address your concerns and provide clarification. Please respond to their email so we can assist you further and resolve any issues.
We appreciate your patience and understanding as we work to improve your experience with our service.
I recently downloaded this app for my Shopify website Email Marketing. I have been requesting a demo of the app with no response. I sent several emails asking for help setting up the app no response.
I am now thinking of deleting the app and finding an email marketing app with better access to support. if anyone has any suggestions please feel free to let me know thanks.
Hello there,
Thank you for sharing your experience, and I'm sorry to hear about the difficulties you've encountered in accessing support. I understand how important it is to feel supported as you set up your email marketing tools.
We do not offer a demo period; however, we provide a comprehensive free plan that allows you to explore all the features of Omnisend without any time limit. With our Free plan, you can send up to 500 emails to 250 contacts, utilize Automation features, send 60 international SMS messages (one-time usage), and use 500 push notifications per month. This plan also includes access to third-party app integrations, unlimited segmentations, signup forms, and user seats in your account—no credit card required.
For a detailed overview of what each subscription plan offers, please visit this link: https://www.omnisend.com/pricing/.
A senior representative has reached out to provide detailed guidance on setting up and making the most of these features. Please check your emails for further instructions, and do not hesitate to respond for more personalized support.
We're here to ensure you have all the tools and assistance you need to succeed with Omnisend. Thank you for your patience and understanding.
I had a very bad experience with Omnisend, They stopped providing me service, but did not refund my money
They advertise that their service is unlimited emails, but their definition of unlimited is x60 contacts, which they only note in a very small way on the pricing page.
They present a problem and do not provide a solution, they use too many technical words and do not explain it clearly so that users can handle their problem.
They unilaterally stopped sending emails without giving any prior notice or warning, I want to stop using the service and want a refund because I subscribed to the pro version for 1 month, but They let me use it for 10 days and stopped my service, asking for a refund which they ignored.
Hello there,
Thank you for your feedback. We apologize for the inconvenience and frustration you've experienced. We understand how important reliable service is and regret any disruption this has caused.
Your account was temporarily suspended as a precautionary measure because one of your sender domains was listed on Spamhaus. This listing may be due to a poor sending reputation or potential hijacking by cybercriminals. Omnisend took this step to protect the overall reputation and ensure that the service quality for all our clients remains unaffected.
Our team has reached out to you with detailed steps to follow to get your domain delisted. We kindly ask you to try the suggested solution. If you need further assistance, please do not hesitate to reach back via the initial email.
We appreciate your understanding and cooperation as we work to resolve this issue and restore your account.
App is not working for couple of days, I can't contact with support. Very poor quality.
Hello there,
Thank you for your feedback. We apologize for the inconvenience you've experienced with our app and the difficulty in reaching our support team.
We understand the frustration this situation has caused and are committed to resolving the issue as quickly as possible. A senior representative has reached out to you to assist with this matter. Please respond to their email at your earliest convenience so we can provide the support you need.
We appreciate your patience and understanding as we work to improve your experience with our service.
Avoid at all costs!!!!
After learning they do not sync subscribers by default with shopify (at least on our account), we ended up activating the auto sync setting and still had issues with omnisend sending to unsubscribed users a week after syncing. We have been having constant syncing issues between omnisend and shopify.
We signed up 2 weeks ago and have had problems from the start. We sent a total of 3 subscriber email campaigns in the first week to our subscribers and later a few test campaigns to 5-7 of our own emails. We stopped because we were receiving higher than normal spam rate on google postmaster we later found out that omnisend was still sending emails to unsubscribed users even after syncing. Omnisend was NOT showing any spam in their reports.
We asked politely to refund the services since it is not working and then we could then cancel it. They refused saying that we sent emails already, even though their app was malfunctioning and sending to unsubscribed users when it shouldn't have.
They sent us a few reasons why they COULD issue a refund. One being "a customer cannot use the features over the period they have paid for it due to a system malfunction and unexpected issue caused by it".
We have not been able to use their service due to the syncing malfunction but they still refuse to refund us. We gave them 4 opportunities throughout a chain of emails to refund us and they repeatedly tried to convince us to continue to use their app and saying they won't be refunding us.
Avoid at all costs!
There are plenty of other email providers out there with a lot better support then here.
Hello there,
Thank you for sharing your detailed feedback. We apologize for the issues you've encountered with our app and the difficulties with syncing subscribers and managing unsubscribed users. Your experience is important to us, and we regret any inconvenience this has caused.
We understand your frustration regarding the syncing issues and the subsequent problems with email campaigns. Our team is dedicated to investigating these technical challenges, and your feedback helps us identify areas for improvement.
A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We are committed to finding a satisfactory resolution and improving your experience with our service.
crappy app, suspended my account for no reason and no emails have been going out for lord knows since when.
Thank you for sharing your feedback. We apologize for any inconvenience and frustration caused by the suspension of your account.
As communicated by our senior agent, following a detailed audit by our Compliance team, we regretfully had to suspend your account in adherence to our Anti-Spam Policy and Terms of Service. These policies are in place to ensure the safety and security of all our users.
This decision is final, and we are unable to reinstate your account. We understand this may be disappointing and are truly sorry for any disruption this has caused. If you have any further questions or need additional clarification, please feel free to respond to the email from our senior agent.
Thank you for your understanding.