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BUYER BEWARE:
I UPDATED THIS TO THE PREMIUM PLAN AND FOUND IT DID NOTHING FOR ME. TODAY I WAS CHARGED AGAIN AS I HAVE BEEN BUSY MAKING AND FILLING ORDERS AND DID NOT GET TO REQUEST THE CHANGE IN TIME. I EMAILED RIGHT AFTER GETTING A NOTIFICATION THAT THEY CHARGED ME AND THEY TOLD ME THEY WOULD ADJUST THE ACCOUNT TO REFLECT THE CHANGE FOR NEXT MONTH INSTEAD OF REFUNDING ME FOR THE MONIES THEY CHARGED TODAY!
The customer service provided by Omnisend is terrible. I can't recommend this expensive app to anyone. It's not that feature rich and when it started randomly generating discount codes, Valerie at Omnisend couldn't have been any less interested in providing support, instead insisting that I must have the discount code block enabled in a campaign (it wasn't) and not spending any time to understand what the actual issue was. Tried to first fob me off on to Shopify then reluctantly said she would try and speak to the tech team to see if it was "possible to investigate the issue". When I report an issue or have a concern as a paying customer, I expect it to be investigated without question and not with disinterest. Asked how I escalate my complaint and surprise, surprise, they don't even have an escalation process.
Its not free. I paid $150.00 and was not able to send my newsletter as they requested I clean up my email list of which all emails were from subscribers from my website.
I dont like to be negative and like to give everything a shot. This is not a very user friendly App. Couldnt even send out a mass email without getting my account suspended. After cleaning it the first time. I had to do it again for another mass email. Thye claim my contact bounce back was two high. The process is long to to get back up and running. Customer service is slow and lacks detailed instructions. Spent a week of downtime in trying to figure this out. Not a good system and not sure why there are so many 5 star reviews. It's a headache.
I appreciate a response but its kinda to little to late. Which demonstrates the issue that you guys think just because you can throw a link and some instructions to someone and leave them to figure it out on their own. Hence, after over 43 emails back and forth one of your reps had offered to take care of the issue herself.
Sorry to hear your experience did not turn out as expected.
Your sending was temporarily paused because the system detected some inactive emails on your contact list. Xenia is waiting for you to grant her access to your account, and she will be able to assist you with the list cleaning. Once your contact list is polished, we will resume the sending. Segmenting inactive contacts will ensure you great deliverability results going forwards! Detailed guide in segmenting inactive contacts in your account is below:
https://support.omnisend.com/en/articles/1061868-segmenting-inactive-contacts
Increased price to $132 without notice. $100 more than what I was previously paying. Customer service is terrible. Their website provides false information/advertising.
Hello there! Thank you for sharing your recent experience with our service.
Please accept our most sincere apologies for the delay in our response.
Here at Omnisend we believe in transparency with our customers. Our pricing can always be checked in our dedicated page below:
https://www.omnisend.com/pricing/
Indeed, we see that your plan did increase, but please keep in mind that our billing system works as follows:
Each billing day we calculate how many subscribers and non-subscribers you have in your Audience → this puts you in a price tier, which is the fee that we charge.
Previously, you were charged for 2,607 billable contacts up until September, your audience then increased to 9,286 billable contacts thus increasing the price you were charged.
We understand how overwhelming it can be to face such increment in your billing, but if you should feel the need to decrease such fee, we always recommend segmenting inactive contacts and unsubscribing them to avoid such increase.
We greatly appreciate your feedback once more.
If you require further assistance or have any specific concerns, our customer support team is available 24/7 and can be reached via in-app chat or email at support@omnisend.com.
Have a great day!
Horrible support, customer service. Its a good system that bugs out all the time. Discounts wont drag and drop properly, discounts don't value and add right.
endless bugs and complaints.
I am done! its costs me over $50 a month...seeya!
If I could give it zero stars I would. Their change in pricing structure is what makes Shopify suck. It went from being an ok app and I might have signed up for the premium. Not anymore, I will change to another app now. Ridiculously bad communication on that, typical subscription base company that makes Shopify so expensive in the long term!
Hello there, and thank you for your review!
We want to ensure that Omnisend is always as useful and efficient as possible for our clients, which is why we're implementing new pricing and unlocking all features for all plan users. Omnisend customers may now take advantage of all email marketing features Omnisend offers for free, including email automations that boost revenue for ecommerce businesses, forms, push notifications, pop-ups, wheel of fortune forms and more. You can now send up to 500 emails and 60 international SMS messages per month to up to 250 contacts. This change was made to make sure that Free customers get the most out of Omnisend without paying additional fees unless they need more SMS or emails. Also, our support agent Emily has contacted you to provide additional information.
All the emails I try to send with Omnisend are not ending up in my inbox, but in spam or between the promotions. It feels like a waste to send emails this way
Sorry to hear you ran into this issue. Deliverability is a complex topic, and it highly depends on your sending practice, email content, and the contact list. First, you should get rid of old inactive emails on your list. The next step is to get a custom domain for your sending. And finally, improve your newsletter content. Xenia has already reached out to you with some recommendations via email. We are waiting for your response!
I have used this app for over a year, paid on time, had no problems using it. But when I mistakenly switched to pricing plan PRO and paid for it, there was no refund or even an explanation. After such disappointment in working with this company, I canceled my subscription. Do not recommend this company !!!
Hi, thanks for taking the time to leave us a review but also sorry to hear about your recent experience. Our Support team have been trying to make contact with you to resolve this issue and put you back to your original package. Please reach out and we'll do our best to rectify this quickly. We're also on hand 24/7 if you need any further support with the platform. Many thanks!
STORE OWNERS MUST READ:
1- First off, I have no clue how they got all these positive reviews since the app is extremely frustrating to use.
2- Forget about drag and drop, is non existent in this app and you have to manually upload each image which is time consuming and tedious.
3- HORRIBLE customer service. They misinformed me because they have no clue of what they're talking about (I guess the reps are outsourced and not fully trained) so I couldn't fully email to my entire list and I paid for an upgrade and seems that all the emails ended up in everyone's spam folder.
4- When I emailed saying that I wanted to cancel they had a guy call me to convince me their app is the best out there and I should keep it and instead upgrade to their service where you have an account manager to help you which is extremely over priced.
5- The app is more over priced than every email marketing app in the app store and you have AN EMAIL LIMIT you can send monthly.
So overall TAKE YOUR BUSINESS ELSEWHERE, OMNISEND IS NOT WORTH IT!
Hi,
Let us apologize for the overall experience you had with Omnisend.
We have an extensive Knowledge Base to help our customers navigate through the product and set up their accounts, did you get a chance to check it? https://support.omnisend.com/en/ More, our Support agents are definitely here to help and guide you through.
As for the email credits, if customers send to a healthy list, following our recommendations, they never run out of credits. This is the reason our pricing is based on the number of contacts you have - if the list grows, the price increases, as well as the number of email credits granted increases. Omnisend is not just a regular newsletter app, we offer an extensive list of automation flows, different channels for communication, such as SMS, Facebook Messenger, Push Notification, etc. and a lot more for our customers. And we still offer a very competitive price on the market.
We want to kindly thank you for the feedback that will help us improve in the future. We have now passed it to the product team as well, to ensure we add such functionalities as drag and drop from the computer in the future.