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Extremely disappointing experience with Omnisend's customer service. After waiting 30 minutes for a response, all I received was a link to an article that did not solve my problem at all. When I tried to explain that the article was not helpful, they simply ignored me. I am still here, waiting for a solution. It is unacceptable for a customer service to be so negligent and unresponsive.
Hello there,
We're truly sorry for the frustrating experience you had with our customer service. We always aim to provide prompt and helpful support, and it's disappointing to hear that we fell short in your case.
We want to clarify that our agents typically share guided articles to help with general questions, especially those related to specific features in the email builder. However, we understand that your situation required more personalized assistance, and we apologize for any misunderstanding.
I'm pleased to inform you that a senior agent has reached out to you via chat to address your concerns directly. Please feel free to engage with them there, and they'll work diligently to find a solution for you.
Thank you for your patience and understanding.
Very Very Expensive........
Hello there,
Thank you for sharing your feedback with us. We understand your concern regarding pricing and apologize for any inconvenience caused.
At Omnisend, we strive to provide value for our users while ensuring a fair pricing structure. We continuously evaluate our pricing to offer competitive rates in the market.
To help optimize your billing and maximize the value of your investment with Omnisend, a senior representative has reached out to you. They will share best practices regarding audience management to ensure you get the most out of our platform.
We appreciate your feedback and the opportunity to improve. Please don't hesitate to get back to them via email.
With the free version they do not allow you to remove the watermark and since it is quite large it takes away a lot of professionalism from the store.
Hello there,
Thank you for your feedback. We apologize for any inconvenience caused by the watermark in the free version. We understand that it can impact the professionalism of your store.
Please note that the removal of the watermark is a feature available in our paid plans, designed to help us sustain and improve the free version of our app. We appreciate your understanding and are committed to providing the best experience possible.
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 our service.
Après avoir utilisé ce plug-in, le prix du forfait augmentera secrètement sans aucun préavis, de 20 dollars américains au prix le plus élevé de 88 dollars américains. Après avoir posé des questions, aucun frais ne sera remboursé. . C'est complètement déraisonnable, c'est une entreprise frauduleuse ! ! !
Hello there,
Thank you for sharing your feedback. We apologize for the inconvenience you've experienced, particularly with the payment process and customer service interaction. Your experience is important to us, and we regret any frustration this has caused.
We understand your concerns about the payment method and the handling of your subscriber information inquiry. Our team is dedicated to investigating these issues and ensuring a better experience for our users 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 are committed to resolving this matter and improving our service.
If you want to donate $60 to them and not get anything in return, and I'm not the first one - (thinking about a class action lawsuit), install the software... and then talk to Robert who won't help you at all, he'll just send you pages unrelated to your requests.
Hello there,
We apologize for the frustration you've experienced. Your feedback is important to us, and we take your concerns seriously. We're dedicated to resolving this issue promptly and ensuring your satisfaction. Our senior support representative has reached out to you; please respond to them in the conversation.
Thank you for your patience and understanding as we strive to enhance our support services.
Unfortunately, after being a subscriber for over 8 years, I am forced to give this application a negative review. As a long-term customer, I expect more from this service. The application, unfortunately, has begun to disregard customer loyalty and implement strange policies and techniques that harm the customer's website. Due to a questionable rating from an unknown website, the application has permanently closed my account and blocked my messaging, claiming that I was sending spam. Ironically, the application itself collected the subscriber lists for the mailing list and is responsible for all emails sent. This means that if there is any suspicion of spamming or collecting subscribers improperly, the application itself is the cause (of course, a representative from the application will deny this, but it is the truth). I contacted reputable and well-known websites to evaluate the status of my domain (Shopify, GoDaddy, Cisco reputation check) and they confirmed that there is no problem with the website and they do not know what this website used by the application as a reference (spamhause) is. I have been a customer and subscriber to the application since 2016, which is more than 8 years, and I pay around $250 to $350 or more per month. However, it seems that the application has changed in terms of management or policy, unfortunately, for the worse. Now, after paying for a full package worth $250, my account was blocked after only 3 days of subscription. Strangely, the application refuses to refund the subscription fee. Unfortunately, the application has lost the loyalty of a customer for over 8 years and has received a negative review. I do not recommend this application to anyone and I will do so based on my work in the field of Shopify website development.
Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about your dissatisfaction, especially as a long-term customer of over eight years. We deeply value the trust you’ve placed in us, and it’s disheartening to learn about your disappointment.
To clarify, your account suspension was due to your domain being listed on Spamhaus, a globally respected authority in spam prevention. This listing indicates potential issues with subscriber list acquisition or non-compliant practices. To ensure the highest email deliverability rates and protect the integrity of our platform, we are unable to allow sending from accounts associated with domains flagged by Spamhaus.
We understand this can be frustrating and want to assist you in resolving the matter. We’ve previously shared guidance on how to address this listing, as delisting is a critical step for reactivating your account.
Regarding your subscription fee, while we understand your perspective, our terms state that refunds are not provided in cases involving policy violations, including issues related to spam or improper subscriber list management.
We’re truly sorry that this experience has impacted your perception of our service. Your loyalty over the years means a great deal to us, and we’d be happy to support you through the delisting process or address any additional questions you may have.
This is a great subscription to have for your store. But it comes with a huge price tag. For a small amount of contacts, the price has come to be over $150 USD a month. It's been much better for my business to start using other apps that have pay by use email and SMS services instead.
Thanks for sharing your feedback! We totally understand that pricing is an important factor, and we appreciate you bringing this up. Our senior support specialist has already reached out to you with a more cost-effective plan that better aligns with your needs. We’ve also shared some helpful advice on managing your inactive contacts—by focusing on engaged subscribers, your costs could be even lower!
We’d love the opportunity to work with you to ensure you’re getting the best value from our service. If you have any questions or need further assistance, we’re here to help!
The worst app I ever deal with I been trying for the last 10 days to get support or anything all what I got is nothing
They charge me 718 to use sms services and they send me email that I can’t use the sms service and they refuse to refund me
They charge me every month 988$ 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.
READ BEFORE INSTALLING: 1) No Phone Support; 2) SMS marketing tool was changed to subscription based. You will be charged for: a) amount of SMS, b) sending limits. It would have been OK but the system simply does not work well and support is not very helpful. For the amount they charge there should be phone support and WORKING solution.
Terrible experience with their bad service. They keep changing the agents when you have a question or issue with your account. And they are not trying to help or understanding your situation. I got a technical issue of sending email campaigns with all broken product images, they solved it after a couple of days without noticing me. I only found out myself. After talking to them, they did not explain what was happening and offered a 20% off discount to compensate. But the funny part is the 20% discount overwrote my existing 30% off discount applied on my account??? And nobody gives a good reason for it or was able to switch it back! Feeling so disappointed with the bad service and surprised by their way of dealing issue. Thinking of changing to another email marketing app.
Hello there, and thank you for taking the time to submit a review!
We apologize for not being able to get back to you sooner on the matter. Please keep in mind that even though we provide support 24/7, it can be difficult to have the same agent handle each request, thus as soon as the agent is no longer available, other agents step in and strive to tend to our customers as best as possible.
We understand how frustrating it can be to encounter such an issue, especially after investing time in creating your emails. Unfortunately such problem was encountered with Shopify but was addressed and tended to in a prompt manner.
As for the discount, your previous 30% off discount expired previously on September 2023 and between downgrading and upgrading your account such discounts tend to be automatically removed as discounts are tied to subscriptions and not accounts.
We see that our billing team re-added the previous discount you had upon reaching out to our team.
If you should need any further assistance, do not hesitate to reach out at support@omnisend.com, and our team will be more than happy to be of assistance.
Have a great day!