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They offer 24/7 support but the chat support is the worst. You have to keep repeating things, they don't pay attention to what you're actually saying and they keep switching agents within the same conversation so none of them know what's going on. You have to constantly update them on the previous conversation. Most of your emails will go to spam if you use this company. Really not good.
Hello,
Thank you for sharing your concerns with us. We're sorry for any frustration you've had with our customer support. Your feedback is incredibly important as we strive to improve our service.
We understand the importance of smooth communication and recognize that switching between agents can disrupt it. We're open to any suggestions to refine our shift-based model for better transitions while keeping the conversation context intact.
We apologize for any inconvenience caused by having to repeat information. We're committed to improving our internal processes to ensure agents are fully briefed on your history before chatting with you.
Regarding email deliverability, we've addressed the SPF issue and disabled the warm-up option to enhance it further. While we anticipate improvements, we appreciate your patience in monitoring your email system. We're here to help if needed.
Furthermore, our senior support representative has reached out to you with additional information on the open rate. Please respond to them in the chat for further assistance.
Your satisfaction is our priority. Please share any specific issues so we can investigate and resolve them promptly. Feel free to reach out to our support team directly.
Thank you for your patience and understanding as we strive to enhance our support services.
We had to verify our domains in the app. my developer did that and passed the ownership back to me. For over a week now I try to get back the ownerhip, set up payment and send emails.
The team from omnisend does not only not read the former chat, but still brings me back to the same problems we could not solve from our side.
-I can not add myself in primary store setting with my email as admin, so I can not, pay, ergo no emails in our campaigns for over a week..
I did also send the store ID where we have the problem with, but hey, the log in into the other store (different ID ) and tell me there is no issue.
Best is the question to change my shopify store email so its matching the email I would use in their system as admin or owner!!
Sure.
Customer service is slow, does not solve problems and is not willing to give a discount or any reach out for creating the problems and not following up correctly.
I don´t switch to mailchimp because I have omnisend also on another shop.
Stay away if you are into customer service and fast help and depend on your mailer.
Hello there! We appreciate your detailed feedback regarding your experience with Omnisend!
We understand the importance of swift and effective customer support and regret any inconvenience caused by the delays and difficulties you've faced. While reviewing the conversation, we noticed that our Support Team attempted to get back to you as fast as possible, providing multiple follow-ups to ensure your conversation isn't forgotten. We recognize that the entire resolution process took longer than expected, and we're committed to addressing any issues to improve our services.
Regarding your concern about the ownership transfer and Shopify admin email, we want to highlight that a critical security measure is in place. This process is designed to ensure the secure transfer of ownership to the rightful owner. While we understand that it may cause inconveniences, it is necessary to employ a sufficient level of security to safeguard your account and data.
We are also glad to hear that our Support team eventually assisted you with the ownership transfer and an upgrade. However, we recognize that the process took longer than expected. We will review and improve our procedures to prevent similar issues in the future.
If you have any questions or need any assistance, do not hesitate to contact our Support Team. We are available 24/7 and can be reached via In-app chat or email at support@omnisend.com.
Have a great day!
HORRIBLE!!!! HORRIBLE!!!! All about this app!!!!!!!
I spent over $150 on email services, only to have my first campaign canceled due to high bounced emails. I wasted 2 hours in a chat with support, waiting 10-15 minutes between responses!!!!! Eventually, they suggested I pay EXTRA to clean my email list, which I did. Yet, the campaign was paused AGAIN due to high bounced emails. The customer support is abysmal. DO NOT BUY from them!
Hello there, and thank you for taking the time to leave a review!
We're truly sorry to hear about your disappointing experience with our services. Upon reviewing your account and the circumstances surrounding your campaign, it appears that in addition to the high bounce rate of your contacts, the spam rate has also exceeded the tolerated rate, which is 0.1%.
While the cleaning list feature helped filter out risky contacts that could bounce, the spam rate could only be addressed by unsubscribing lapsed email subscribers. This was the second step of the solution provided by our team to ensure a clean list that doesn't harm your sending reputation. To facilitate this process for you, we have created a segment in your account specifically for lapsed email subscribers. You simply need to access it and unsubscribe all contacts within it. Once you've completed this step, we will be more than happy to restore your sending ability.
Our senior support representative has reached out to you with additional information on this matter. Please respond to them in the chat to get your account unpaused.
We appreciate your understanding and thank you for bringing these concerns to our attention. Should you have any further questions or require assistance in the future, please don't hesitate to reach out!
ive used omnisend for years.. had to take a pause because of my illness.. just to come back and find theyve deleted EVERYTHING.. i worked over 10 years to build that list.. and they cant even show some emphaty.. dont trust this company with your lifes work.
also they said theyve sent multiple warning emails.. i checked, doublechecked.. triplechecked.. no emails at all, last email is from support. so if you dont use the account for 6 months.. whatever happens.. all your hard work will be deleted. ILL NEVER COME BACK YOU RUINED MY LIFE. and not having a backup is even worse for a company like yours, that i spent a lot of money on.
Hello there!
Thank you for sharing your experience with Omnisend.
After reviewing our system logs, it appears that the intended notifications were indeed sent out as part of our standard process to the inbox you provided us with on May 27th, 2021, June 6th, 2021, and June 9th, 2021. We understand the frustration this might have caused and appreciate your openness in discussing the matter.
We understand the immense effort and time you've invested in building your list over the past 10 years, and we genuinely regret any inconvenience this has caused.
If you have additional concerns or specific issues you'd like us to address, please don't hesitate to reach out at support@omnsiend.com. We are here to assist you and are dedicated to resolving any outstanding matters to the best of our ability.
I've had the weirdest experience with this app. I installed this for my store a couple months ago, but haven't made any sales because I haven't done any marketing so I kept it at the free plan for months while I learned marketing. When I checked the analytics, I found that I have maxed out the email contacts that I can have... and I had over a THOUSAND contacts.
Even though I only had around 400 website visits.
I started deleting contacts, and found that more was added when I refreshed the page. It was a mixture of different kinds of email addresses, like @gmails and @aols and .txts.
And when I tried to bulk delete them, Omnisend said that they would charge $2 for deleting them.
This is extremely shady. Basically a dishonest tactic to get people to choose the paid plans by using robot emails. If Omnisend can't produce sales without resorting to unethical tactics, then it shouldn't be a company.
Hello there,
We're sorry to hear about your experience and understand your frustration. We take your concerns seriously and want to address them promptly. The issues you've encountered with your email contacts are not reflective of our standards or practices. We strive to provide transparent and ethical services to all our users.
Regarding the unexpected increase in contacts and the difficulty in bulk deletion, we apologize for any inconvenience caused. Our senior support representative has reached out to initiate an investigation into this matter to ensure it's resolved promptly and to prevent such occurrences in the future. Please respond to them via email.
We appreciate your feedback and the opportunity to improve. If you have any further questions or concerns, please don't hesitate to let us know directly. We're committed to providing you with the best possible experience and resolving any issues you may have.
Free ESP features with a hefty price tag, confusing pricing, and 1-star customer service.
Omnisend's email automations are easy to set up and use. That's the only good thing I can and will say about this ESP.
The pricing: confusing
They nickel and dime you for every feature. My bill has more than doubled in less than two years. The features certainly have not.
The features: rigid
If you're a seasoned email marketer, you're going to be frustrated by the lack of available features and customizations. If you're going to rely on Omnisend's templates, please run. They are awful and not at all customizable beyond colors and fonts (if they even have your font). You're going to spend a LOT of time creating emails and making them look good.
The reporting: What reporting?
Stop expecting customers with small list sizes to pay hundreds of dollars a month for impactful reporting. Every metric that will help you is paywalled. If you're not a data-driven organization, this ESP is for you. If you're not data-driven, fix that TODAY.
The customer service: A joke
Every time I've run into an issue - which is often - the customer service is lackluster and lacks accountability or follow-through. Documentation online of often outdated and/or missing key information.
As a company: Disappointing
I stopped using Omnisend after getting an invite to a virtual summit a couple of years ago and there were ZERO women speakers. It's 2024. You couldn't find one non-white man to speak on a panel? Embarrassing.
Hello!
Thank you for taking the time to share your feedback. We appreciate your input and apologize for any frustration you've experienced. We're continuously working to improve our platform, and your insights are invaluable. We understand your concerns and are actively addressing them to enhance the overall user experience. If you have any specific suggestions or questions, please feel free to reach out to our support team. We value your feedback and are committed to ensuring a positive experience for all users.
Omnisend's accountability and customer service is lost to me as of recent, as trying to update my name servers led to another user taking over my account. Despite being repeatedly told that they would resolve the issue within 24-48 hours, I have not received any assistance in 6 days, preventing me from sending critical emails and impacting my livelihood. Unfortunately, tech support has been unhelpful and failed to follow up on their promises. Omnisend used to provide excellent service, but currently, I am left without a solution.
Hello there!
We sincerely apologize for any inconvenience you've experienced with Omnisend and greatly appreciate your patience during this challenging time. We understand the critical nature of your situation and regret that you've had to navigate through such a circumstance.
We want to clarify that the 24-48 hour timeframe is an estimated response time for our Tech Support team to provide insights, ask additional questions, or offer solutions. Please note that the resolution time may vary based on the complexity of the issue. Despite this, we are committed to addressing inquiries promptly and regret any confusion surrounding this matter.
It's crucial to emphasize that the domain records authentication issue is unrelated to another user taking over your account. We value your patience and cooperation in swiftly resolving this matter. We're pleased to see that our support team guided you through steps to address the issue of another user taking over your account.
We're also delighted to confirm that your domain records issue and concerns about excessive contacts have been successfully resolved!
Your feedback is highly valuable to us, and we take it seriously. We are actively working to enhance our communication and support processes to prevent similar issues in the future.
Once again, we apologize for any inconvenience caused and sincerely appreciate your understanding. If you have any further concerns or require additional assistance, please don't hesitate to reach out to our support team. We are available 24/7 and can be reached via In-app chat or email at support@omnisend.com.
Thank you for bringing this to our attention!
The worst app I ever deal with I been trying for the last 10 days to get support or anything all what I got is nothing
They charge me 718 to use sms services and they send me email that I can’t use the sms service and they refuse to refund me
They charge me every month 988$ witch is Mailchimp charge only 400 $ for 1.2m email
Still till now no support no money back and also they charge me for the last 4 month 160 extra for sms that I couldn’t use
I WILL SUBMIT THE CONVERSATION BETWWEN US SO YOU CAN BE AWARE THERES NO COUSTOMER SUPPORT HERE
Hello there!
We appreciate your patience and sincerely apologize for the challenges you've faced. We understand the importance of reliable support and are committed to resolving any issue you might have promptly. We've reviewed your case, and it seems there might be some confusion regarding the SMS service and its compatibility with the content being sent.
Regarding the SMS service, it appears that there might be issues beyond our control, such as the content being blocked by operators due to its nature. We recommend reviewing the content to ensure it complies with regulations to avoid such problems in the future.
As for the charges, we acknowledge your concerns about the pricing discrepancy. We would like to clarify that the upgrade to the Pro plan incurs a prorated charge, and we have initiated a refund of $718 for the SMS service that couldn't be utilized. Please check your account for the refund, it should have arrived by now.
In terms of ongoing support, we are taking steps to improve our customer service and ensure you have a more positive experience in the future. We appreciate your feedback and value your business. If there are any further concerns or if you have additional questions, please don't hesitate to reach out to us directly.
Thank you for bringing this to our attention, and we look forward to resolving any remaining issues promptly.
Our Support representative has reached out to you with more details on the matter.
When I purchased the play package and was ready to send my EDM, they abruptly terminated my campaign for not paying them an additional $1.45 for mailbox cleanup. Such hidden charges are hilarious, I hope shopify officials review these apps properly, it really gives a bad experience at all, paying an extra fee after paying a fee is not stated in the official app description.
Hello there,
Thank you for sharing your feedback. We apologize for the inconvenience and frustration caused by the additional charge for the contact list cleanup. Your experience is important to us, and we regret any negative impression this has given.
Your account was paused due to the high bounce rate of the latest campaign you sent at that time. Once your list was cleaned, your account was restored. Please know that this is not a limitation on our end, nor a means to make you pay extra. High bounce rates can damage your sender reputation in the long run. Additionally, the list cleaning feature is not a hidden fee and is not related to your plan. Any user, regardless of their plan, may need to clean their list if its quality is not good.
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 resolving this matter and improving our service.
Update: 03.07.24
A strange issue started occuring on this app from May 19 which I reported to the Team on June 2nd. Issue as follows - Contacts from Shopify does not sync properly. Email as separate contact, phone number with my country code as separate contact, same phone number with different code (+1) as separate contact, same phone number without country code as separate contact. It's been 30 days and there has been no solution. And I already paid for July. They are blaming it on checkout customization, unfortunately there is none. Also because of this, the contact list keeps piling up and I have to pay more. But it also shows to clean up the list. Again, I have to pay for cleaning. If not cleaned, the campaigns can't be sent. I can't delete or make changes because the so called support team asked me to keep it so they can "investigate". Yet no response or resolution. Reaching out to them every 2 working days, where they assign me to different agents even on shopify ticket or say something that doesn't resolve the problem and ask for more time only. When asked about why I had to pay when I can't do anything with this app, they simply said Freeze it or cancel subscription. This can never get worse with them. PS: It's my 4th year with them and that's how they treat their customers.
I recently transferred domain and migrated from WooCommerce to Shopify! And had a lot of doubts, questions, and sync issues on my account! This was smoothly resolved by the Team. They were very quick in responding as well as executing! Especially Beran from their team! I must say, he kept the thread open, followed up on the queries, and resolved it over 2 days! You are rocking team! 3years with Omnisend and counting!
Hello,
Thank you for sharing your detailed feedback and for being a loyal customer for the past four years. We sincerely apologize for the inconvenience and frustration you've experienced with the recent issue regarding contact synchronization.
Our developers are actively investigating the problem to find a resolution. We are also checking internally to see if we can expedite the process.
A senior representative has reached out to you to discuss this matter in detail. Please respond to the initial email for more information on the situation.
We appreciate your patience and understanding as we work towards resolving this issue. If you have any further concerns or need additional assistance, please feel free to reach out to us.