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Deserves all the stars in the world. I just got finished uninstalling Privy after I found it so difficult to design emails and popups. The design process was way too buggy and had so many hiccups. Plus it was nearly the same amount I already pay for my Shopify plan ugh. Then I saw Omnisend... I gave it a go and OMG. I knew already I would love it just from the gentle non-forced adverts that were not basically shouting "bUY tHiS aPP! wE SucK bUt YoU woN'T knOW unTIL yOU bUY tHiS aPP!" I was not at all disappointed with Omnisend. It's so fast and easy (those words sound cheesy when used together but that's literally how to describe it). I would gladly pay whatever they want just because it's such a breeze to use.
Horrifyingly bad.
We were billed 201.60 USD for 27127 subs in June (our first month) and now they charged our card with 336.28 USD for 24159 subs in July! The subs went down in the first place because they accidentally suspended our account and asked us to clean our list using a paid 3rd party tool. They then said oops sorry that email was a mistake and should never have been sent but they never offered compensation - instead at month end they billed more than 50% extra for no reason!
Regarding the platform it is clean and minimally designed which is good, that much I can say. Congrats to the design team but the functionality is a horror show:
Digital items & out of stock products surface in their recommended products module - so if you have a fast-selling item that is sold out or a shipping insurance that can't be bought on its own - this is what the "AI" will recommend.
Shifting from trial to paid, resets the accounts and switched all your automations off - an absolute nightmare Integrations such as review apps are buggy
The UI is unintuitive and poorly labelled (there is a form which is not a form, an order placed trigger which doesn't trigger on order placed, filters placed below a trigger which operate as filters above a trigger, puchase date not in last 90 days can include customers who did purchase in last 90 days etc etc)
Presets don't work. The memory is faulty so you have to constantly change colours and fonts back to what they are supposed to be regardless of how you setup presets.
Signup forms require custom CSS to not look broken on mobile
If you pay to remove omnisend branding, it won't automatically remove it like any sensible app, instead you have to go through every single email and remove manually including all future emails, completely unnecessary manual work.
Customer support is disorganised and takes an incredible amount of back and forth before anything is escalated. And then you need to wait 48 hours for a qualified "reply"
ROI is over-attributed vs Shopify & Google analytics
No suppression list - so they will stop you from ever using your own push / sms channels for birthdays for example if you decided to sunset email addresses. a blatant attempt to lock you into / make you upgrade to their push/sms services.
sorry but i found it too complicated to work on, it takes me out of shopify to create email and select one by one product to add there ......
Hey, we can solve this together! To help you onboard quickly, we have prepared the Onboarding course with video guidance >> https://www.omnisend.com/resources/onboarding-sessions/. More, our support team is ready to help customers set up 24/7, Xenia has already reached out to you :)
Omnisend is designed to help you grow your business, and you can do a lot more than the regular promotion sending. You can create popup forms directly on your Shopify store, enable omnichannel automation workflows to message customers who sign up, browse your store, abandon carts, and more. And we have Product picker, so you don't need to add products manually >> https://support.omnisend.com/en/articles/1061865-product-picker.
Drop a message to Xenia and we will set everything up together :)
A-MAZING! I have just sent my first marketing email and I cannot believe how easy it was to use. I will definitely be using this on a regular basis. Great for any business!
The app is good so far. Just started using it. Hoping for the email marketing campaigns to boost my sales.
It's decent looking and pretty intuitive, easy to use, can create good stuff pretty fast, altho it misses a free plan.
3.5 Stars for Omnisend & Long Wait Times
Omnisend is a great email platform, but not without its convoluted processes and cumbersome automation triggers. I experienced some reps that made me wait 10+ minutes between responses and questions.
5 Stars for Olesia and Deniz
Customer service agents, Olesia and Deniz, are gems. They helped me navigate several challenges. They were adept in Omnisend, helpful and supportive, ensuring all my questions were answered and my issues resolved. They helped me overcome a significant hurdle that will positively impact our email marketing efforts. They are the reason I did not cancel the service.
Aloha!
We appreciate you taking the time to review Omnisend!
It's wonderful to hear that you found the platform valuable for your email marketing needs and that Olesia and Deniz gave fantastic customer service and assistance in navigating hurdles. After reading your review, we gave them a raise 😄
We're sorry to hear that you encountered some delays and convoluted processes during your time with us. As they say, good things come to those who wait, but we understand that waiting can be frustrating. Rest assured, though! We're constantly working to streamline our processes and reduce wait times, so you can spend less time waiting and more time designing compelling email campaigns.
Thanks again for choosing Omnisend as your email marketing platform, and we hope to continue providing you with outstanding service in the future!
Extremely poor customer service. In comparison to other apps on shopify this app is painful to use. Move on from this one.
Sorry to hear you had a disappointing experience. Seems like there were some old contact emails on your list that no longer exist, therefore we had to temporarily pause your sending so your sender reputation is not harmed. There is nothing to worry about, as soon as you delete or unsubscribe those old emails, we will resume the sending. You will be able to benefit from the variety of great Omnisend features, such as omnichannel campaigns and automation messages, segmentation and more!
Very intuitive to set up everything, with a little time and trial and error, I was able to get most stuff done. The only confusing thing is regarding their pricing, what they classify as "active contact", which is basically every subscribed and non-subscribed contact in your list, regardless of how long they have been there. Yulia then was nice enough to clarify and help me with additional questions, very quickly as well, so still 5 stars for the customer service!
Liked the onboarding process so far, will use it for next 2 weeks and give more feedback. :) Looking forward to seeing how it drives my growth.