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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.
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.
Their customer service is really bad, it takes forever for them to answer and even when they do, most of the time it's not clear what they're saying and they always send you to read articles instead of actually wanting to help.
and also they chraged me for 10$ idk why, cus im on the free plan!!
Thank you for sharing your feedback with us. We genuinely appreciate it and are sorry to hear about your experience.
Regarding your concerns about customer service, we understand the frustration you've faced, particularly with the shipping confirmation challenge. Since we do not have an integration with the third-party app you’re using, we suggested two potential solutions that require a better understanding of certain aspects. The articles we provided contain screenshots and detailed explanations to help clarify these solutions. If you have any follow-up questions, please feel free to ask. Our senior support specialist is currently handling your conversation to ensure you receive the best possible assistance.
As for the $10 charge, we want to clarify that while you are on a free plan, you also have an active SMS credits subscription for $10 per month. This charge is related to that subscription. If you no longer need it, you can cancel it directly in your store settings. Should you require additional instructions or if you would like us to cancel it for you, please let our senior support specialist know, and we’ll handle it promptly.
We’ve also sent a separate email, as it seems you may have missed several in-app messages we've sent that clarify your recent concerns.
Thank you again for your feedback, and we’re here to help!
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.
"In four months, the monthly fee increased from 20 USD to 100 USD. Why are the charges getting higher and higher? No detailed fee breakdown has been provided, nor has any explanation been given as to why the charges keep increasing.
Thank you for taking the time to share your feedback. We understand your concerns, and I want to let you know that our senior customer support specialist has already reached out to you via email with a detailed breakdown of your charges and an explanation of the pricing increase.
To provide a more general overview, our billing system works based on the size of your audience. Each billing cycle, we calculate the number of subscribers and non-subscribers you have, which places you in a specific pricing tier. As your contact list grows, this requires more email credits, which is reflected in your subscription cost.
It’s actually a good sign for your business that your contact base has increased, but we understand that rising costs can be concerning. If you’d like to reduce your fee, we recommend cleaning your list by removing inactive or old contacts who aren’t engaging with your emails. Segmenting your audience can help lower costs, and you can follow these instructions to do so: https://support.omnisend.com/en/articles/1061868-segmenting-inactive-contacts.
We hope this helps clarify the situation, and if you have any further questions, feel free to reply to the email we've sent to you. We will be happy to further clarify any concerns you might have. We’re here to help ensure that you’re getting the best value from our service.
This is a scam company with fake pricing, and the monthly package fees will increase by themselves.
Thank you for taking the time to share your experience with us.
After investigating the issue, we noticed that you currently don’t have any active plans under your account, though it’s possible that one of your other brands may have an active subscription. We’ve reviewed the following stores: Ctronics, de.ctronics, uk.ctronics, and fr.xega - where reviews were posted, but we couldn’t locate the specific charge mentioned.
We’d like to better understand which pricing you are referring to, as we haven’t been able to identify such a change. Our senior support specialist has reached out to you directly to help identify which store has experienced the price increase and to locate the conversation where you requested a refund, as we were unable to find any record of it.
We want to reassure you that our pricing structure is fully transparent and adjusts based on the number of billable contacts in your account. As the number of contacts increases, the monthly fee adjusts accordingly. On the other hand, if the number of billable contacts decreases, so does the pricing. This flexibility ensures that the cost is directly aligned with your needs and the resources required.
We look forward to your reply and are committed to resolving this as soon as possible. Our customer support team is ready to assist you further and clarify the situation.
After using this plugin, the package price was secretly increased without any notice, from 20 USD to 88 USD at the highest. There was no reminder when subscribing, and no refund after I questioned it. This is totally unreasonable, this is a scam company!!!
Thank you for taking the time to share your experience with us.
After investigating the issue, we noticed that you currently don’t have any active plans under your account, though it’s possible that one of your other brands may have an active subscription. We’ve reviewed the following stores: Ctronics, de.ctronics, uk.ctronics, and fr.xega - where reviews were posted, but we couldn’t locate the specific charge mentioned.
We’d like to better understand which pricing you are referring to, as we haven’t been able to identify such a change. Our senior support specialist has reached out to you directly to help identify which store has experienced the price increase and to locate the conversation where you requested a refund, as we were unable to find any record of it.
We want to reassure you that our pricing structure is fully transparent and adjusts based on the number of billable contacts in your account. As the number of contacts increases, the monthly fee adjusts accordingly. On the other hand, if the number of billable contacts decreases, so does the pricing. This flexibility ensures that the cost is directly aligned with your needs and the resources required.
We look forward to your reply and are committed to resolving this as soon as possible. Our customer support team is ready to assist you further and clarify the situation.
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.
These emails are moving to promotions in Gmail which is having less chance of getting it recovered
Thank you for sharing your feedback with us. We understand the issue you’re facing, and our senior support specialist has reached out via email with more details and suggestions to assist you.
Our system is built to deliver emails directly to the main inbox. However, inbox placement can vary depending on the recipient's settings. For example, in Gmail, emails may land in the Promotions tab if tabs are enabled, or they may be affected by strong spam filters. This is something neither we nor any email marketing platform can fully control.
It's important to note that the Promotions tab is part of the main inbox, not a spam folder, and many users actively engage with it.
We kindly invite you to check the email our senior support specialist sent and feel free to discuss this topic further or raise any concerns you might have. We’re at your disposal and happy to assist!
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.