리뷰 (5,986)
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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!
Careful when useing Omnisend Facebook Custom Audiences !!! Somehow the connection betwen Omnisend and your Facebook Ads Account suddently gets deleted every few weeks. Like this you will end up with facebook eating up your daily budget for some advertising campaigns not targeting the audiences you created via Omnisend. You will not notice that the integration is not working and you don't get any notification about this error. Imagine how much money you can waste if you don't notice this. It happened now for more than 3 times over the last few months. Also every time this conection gets deleted you will need to recreate your facebook audiences which is also time consumeing.
I wrote Omnisend 3 times about this and still no fix !
Hello there,
Thank you for sharing your feedback and bringing this issue to our attention. We sincerely apologize for the inconvenience and frustration you've experienced with the Facebook Custom Audiences integration.
We have checked our records and do not see any open tickets related to this specific issue. A senior representative has reached out to you to get more details and understand the situation better. Please respond to their email at your earliest convenience so we can work towards a resolution.
We appreciate your patience and cooperation as we address this matter. If you have any further concerns or need additional assistance, please feel free to reach out to us.
Used this app for years and then one day my pop ups, email captures and everything else just disappeared from my site!! In fact, the app had no record of my customer data. Wrote for support but haven't received an answer or my data back! I guess maybe they did an update and forgot about their current customers! If this can get my data back and it is working again, I'd certainly appreciate it. But it's no longer a 4.8 rated app. Any app that just stops working on you and then can't even show you as an existing client, let alone get your working data back you created...isn't worth a rating.
Hello there, thank you for sharing your feedback with us, we appreciate it. We are really sorry for the issues you are facing, we checked your account and can see that your account, unfortunately was deleted due to inactivity (it was inactive for 6+ months).
We completely understand your frustration, and our support team would be more than glad to assist you with re-creating content you had. You can reach our support team by emailing support@omnisend.com or use in-app chat.
Thank you again for your feedback and sorry for the troubles.
I've been doing email marketing for over a decade and have used a variety of platforms. Omnisend will without question be the most frustrating and difficult platform of any that I have used. I cannot under any circumstance recommend this app to anyone. Here's why: 1. The tech team repeatedly locked our account and asked us to have our list cleaned. Even after working with their support and having our list cleaned MULTIPLE times and creating new segments based on their exact recommendations, they still locked our sending ability and placed our account on a sender domain with low reputation that tanked our deliverability. We lost thousands of dollars on a campaign because of this. 2. The UI is glitchy and trying to upload custom HTML templates is difficult. The custom templates location is found under settings (which I've never seen before). The UI to do also sanitizes your code so certain best practices can't be used because the UI will not allow you to insert certain things, like a header or MSO specific html. This was frustrating because we could not get our emails to work properly on some platforms. We even began to encounter an error where any links in a test email could not be clicked in iOS. We had to segment our own internal emails and send campaigns to them in order to properly QA emails. 3. There is no templating language and this made QA extremely cumbersome for basic parameters. Clearly they discourage using your own HTML because adding a custom template was in a difficult to find location. After adding your own template, selecting it during campaign creation would glitch out and not let you proceed to the next step. 4. Tech support was, in general, very difficult to work with. We often felt the answers we received were unsatisfactory, given how much we paid as customers of the app. We went through the same issues over and over and over again, even after following the exact steps that tech support gave us to rectify a situation. Because of these issues we have removed Omnisend and went with a competitor.
Hello! Thank you for leaving us a review, your feedback is very appreciated.
We can see that your account was paused from sending in order to prevent any harm to your sender's reputation. You were constantly sending campaigns to spam traps which damaging your sender's reputation, hence the account was paused to make sure you clean your list from bad emails. After you cleaned the list, we monitored your performance and noticed that you kept sending to a significant amount of spam traps. That means that the service you used for cleaning didn't clean your list properly, thus, our support team advised you using our trusted service, but you used the same app you did before once again and the issue re-occurred. We also see that every time you faced this issue, we moved you to domains with even better reputations. We could have investigated the issue you faced with the drop in opens/clicks, but since you uninstalled the app there is no way we can proceed with the investigation.
As for importing HTML templates, yes, we agree that our import tool for HTML templates is not ideal and needs some improvements. We marked your statement as a feature request, so that our product team may have a look at it.
As for not-clickable links in test emails, sorry for the inconveniences that you faced. We have this bug registered, and our developers are working on the fix.
Thank you again for your feedback.
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.
Wizard Patch supplies embroidered badges and patches and logo makers for clubs, biker wear etc.
We did use this app to stay in touch with all our custom embroidered logo patch and badge customers via our store https://wizardpatch.com but found after a while it really had issues with sending. We were also "falsley" accused of purposely adding emails to the system that we did not acquire ethically but this was a false accusation, only emails added to our system were user added, thru our site, and we figured that this was just a way to treat us for using the free platform and not using their system via a paid means. So we no longer use this service at all now, its an absolute rubbish app to use and the dev team are out of touch.
I think most of these reviews are fake... what is the point in accumulating subscribers if you can't reach out to them in a timely fashion. The last time we sent out a campaign it was a year ago.. even then we got "Paused". We needed that email to go out at a particular time of day, and now that is not going to happen. Their customer service is worse, "we will get back to you in a few hours", this is early morning business hours. I advice find some other solution. After the email was finally sent out I got a "Warning" letter stating that too many got flagged as spam and our campaigns might get paused... according to their own report 12 out of 11273 reported spam, that is 1 in 833 recipients !!
Hello there and thanks for rating our app!
We're sorry you've found yourself in this circumstance. Please note, however, that a long pause in sending to your list is one of the triggers for a campaign verification. The reason for this is that over extended time periods, such as a year, a contact list may accumulate a substantial number of invalid emails, as your clients' inboxes may get filled or inactive. The condition stated may result in a rise in campaign bounce rates. These bounces dramatically harm your sender reputation, resulting in varied degrees of deliverability issues. For the purpose of protecting your sender reputation, the campaign verification enables us to examine a subset of your mailing list to establish how many bad emails are present in it.
To avoid triggering the campaign verification, we recommend sending a campaign at least once every two to three weeks.
Also, our support team takes pride in their response time; according to the log of your last chat with us, our support agent responded to you 6 minutes after you filed your query.
We will use your feedback to enhance both the product and the customer support team.
Have a wonderful day!
Such a shame to treat your users the way you do, guys. This is the worst customer service I've ever experienced after a drunk sales lady on the farmer market.... Kristina is scaring your subscribers away. We chat for the last couple of days but with every single message, she acts like it's the first time. You charge but DO NOT provide services. And your customer service (no, it's not) acts like it is ok. Upset and disappointed. Do not recommend.
Hello there! Thank you for your review!
Providing great customer support is our top priority, and we apologize for any inconvenience you faced. Our senior support consultant has contacted you to assist you in resolving this issue.
We appreciate you taking the time to bring this to our attention!
Very bad customer service and support is sucks they never reply. I had issue sometime each customer get 200-300 auto emails I got so many complaint from customers they complaints about it due to this issue we see lot of our customers unsubscribed the newsletter....I contacted to tech support so many time and they never ever replied or resolve the issue. I just canceled the subscription and i had balance on SMS account they refused to refund that...Very bad experience never use this app again!!!
We apologize for the issues you experiences.
We can see you reported deliverability issues a couple of months ago. Our agent Arina shared some best practices that you could follow to improve it - frequent campaign sending, improving the content as well as targeting the specific contact groups with your newsletters to have better engagement. We are upset to hear you have not received our recommendations. We are here to help, and we believe we can resolve all the issues with your cooperation, Xenia has reached out to you.
After several months of trying to adapt this platform, it's not a very user friendly or data capable. We couldn't send out a mass email for Black Friday without getting the entire account suspended. After cleaning it the first time, I was instructed to do it even again for another 300 person email. Omnisend claims my contact bounce back was two high. May branding and marketing company wanted to use mailchimp, I should have taken their advice. Customer service is slow and lacks detailed instructions. We were told to download and pay for other email cleaning services before letting us turn our account back on. Not a good system and not sure why there are so many 5 star reviews. It's a headache. What paid service cancels an account and gives you a link and some instructions and leaves them to figure it out on their own?
Sorry to hear you had troubles with your account.
There were some old email contacts on your list that no longer exist, so we had to pause the sending to protect your sender reputation. Approx. 30% of emails go bad in just one year, so regular list cleaning is a must to maintain a good sender reputation among the different inbox providers - Gmail, Yahoo, Outlook. The best approach is to check the contact list with Mailgun, Neverbounce, or any other similar service and permanently delete the old contacts.
Since you have already gone through the list and removed some old contacts, we would resume the service for you. Please reach back to our support representative.