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A few years ago I left a 5-star review. But now Omnisend, like so many other companies, has decided that customer service is getting in the way of their profits.
I've been dealing with a bug in their software for weeks now. When I edit a product description in a campaign the cursor jumps around so it's like playing "whack a mole." Very frustrating.
They say they understand my frustration and appreciate my patience. But since I contacted them on June 12th and it's now July 4th my patience is at an end.
Very disappointed.
*****
Update
Apparently Omnisend is paying attention to these reviews because the day after I posted it with one star the problem was fixed.
Thank you for taking the time to share your experience and for updating your review. We’re sorry for the frustration this issue caused, especially since editing product descriptions is such an important part of building a campaign.
After reviewing your case, we can confirm that our support team was able to reproduce the cursor-jumping issue and escalated it to our technical team for further investigation. While the fix took longer than expected, the issue has now been resolved.
We truly appreciate your patience while our team worked on this, and we’re glad to hear everything is working fine now. We also appreciate you raising this, as it helps us better understand where delays or unclear updates can impact our clients’ day-to-day work.
If anything else comes up, we’re just a message away and always happy to support your continued growth and success with Omnisend.
Omnisend has been a good partner for our business. The features and functionality meet our needs and they regularly enhance both which helps our growth. Email works perfectly, and if you're ready for SMS, they'll guide you through the verification process, including a new toll-free number if necessary. The big brand (that begins with a "K") is far more expensive than the average business needs for robust campaigns.
Reliable email performance and hands-on SMS support are two things we put real effort into, so hearing both are working well for you is great confirmation. The regular updates are intentional too, built around what businesses actually need. And you're right, robust email and SMS marketing don't need to come with a Klaviyo-sized price tag to deliver real results.
Great product, excellent support and continually upgrading and improving. We do millions of $ a year through Omnisend and love it.
Millions in revenue through Omnisend, that's the kind of result we're here for. Really glad our email and SMS marketing tool, paired with excellent support, is driving that performance. We'll keep improving, so it only gets better from here.
Omnisend may seem simple on the surface, but it hasn’t been. They helped me migrate over from Yotpo, and I had only recently started sending SMS campaigns when my account was suspended due to a high number of unsubscribes. Honestly, that was fine with me because I needed to clean up my contact list anyway. Now, however, I’m being put through a long process just to reactivate the account.
On top of that, customer support has been very slow to respond throughout the process, which has made resolving the issue even more frustrating.
At this point, I’m already looking for a new provider, and I’d recommend choosing carefully when selecting an SMS and email marketing platform.
Thank you for sharing your experience. Migrating platforms and then running into a suspension shortly after is genuinely disruptive, and we understand why this has been frustrating.
When a high volume of unsubscribes occurs in a short window, our systems flag it automatically. This is in place to protect sender reputation and deliverability for all users on the platform, since unchecked sending patterns can cause lasting damage to a domain. Even when the intent is legitimate, like cleaning up a list post-migration, the review process still needs to run its course to make sure everything checks out.
We hear that it felt slow and heavier than expected, and we appreciate your being direct about it.
A member of our senior support team has already reached out to you directly to help move things forward. We'd genuinely welcome the opportunity to turn this experience around.
This review is solely about their Gym Membership business model. You are unable to downgrade your subscription unless you contact their live chat, which takes a while and is meant to deter you from downgrading and to keep your subscription. Omnisend wants you to speak with a retention representative, which shows they do not care about the user, only about receiving subscription dues.
Thank you for sharing your experience. We hear you, and we understand where you're coming from.
To clarify: downgrading to the Free plan doesn't require going through a retention representative. It can be done directly in your account under Store Settings > Pricing and Usage > Cancel. When the chat routes you to our team first, it's because we genuinely want to understand the reason behind the change, so we can improve and make sure you're on the right plan for your needs. It wasn't meant to create barriers, but we completely understand how it felt that way, and that's fair feedback we'll take seriously.
Our support team also offered to handle the downgrade for you directly in the chat, and we're glad they were able to step in quickly.
We appreciate you raising this. Making plan changes simple and accessible matters to us, and your perspective helps us look at where the experience can be clearer. If there's anything else you need, we're here.
J’ai utilisé Omnisend pour la première fois afin d’envoyer ma toute première newsletter et j’ai vraiment apprécié l’expérience. Les étapes de création sont simples et faciles à comprendre, même lorsqu’on débute dans le marketing par courriel.
J’ai particulièrement aimé le fait de pouvoir s’envoyer un email test avant l’envoi final, ce qui permet de vérifier le rendu et d’être plus en confiance. Les templates proposés sont beaux, professionnels et très pratiques pour les débutants.
Je recommande définitivement Omnisend à ceux et celles qui souhaitent commencer à créer des newsletters facilement et efficacement.
Merci pour ce retour! 🙌 It's wonderful to know the platform made your first newsletter simple and stress-free. The test email feature and templates are there to give you confidence as you build, and it's great to hear they worked well for you. Thanks for recommending us to others just getting started!
abandoné klaviyo y no me arrepiento para nada. Omnisend es muy completo y más fácil de utilizar. Con mejores tarifas. Y lo mejor! se ha convertido en mi segundo canal de ventas con mejores resultados!
¡Muchas gracias! It's great hearing that the switch has worked out so well for you. We built Omnisend to be both powerful and straightforward, with pricing that makes sense. And knowing it's become your second-best sales channel with strong results, that's exactly what we're here for. Excited to keep supporting your success!
I switched to omnisend from a different platform and I have loved it! It's so much easier for me to use and the price tier is great for my small business. I've recommended it to all of my friends with small businesses.
Thanks for the recommendation and for trusting us with your marketing! It's great to hear the switch has made things easier and that the pricing works well for your business. We're here to support your continued success.
Simple, easy to use.
The support has been great.
Migrating from Klaviyo has been painless.
Setting a goal, and then getting recommendations - awesome.
So far no complaints. I'm loving omnisend!
Painless migration from Klaviyo, helpful support, and recommendations that actually align with your goals - really glad it's all clicking into place. We're here to keep it that way as your store grows!
Thiago was such great help, payment process was quick and easy.
Glad our team could make the payment process smooth for you! Quick and easy is exactly how it should be. Thanks for taking the time to share this!
