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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.
We've been using Omnisend for a year but honestly didn't use much. Started to create the new form recently. The form worked well in the first 1-2 days, but it suddenly stopped to show to the visitors. On the first day, the form got 13 views, and it got 1 additional view on the 2nd day. I reached out to their support team, provided all the details including the screenshot of the Google Analytics showing them we were in fact getting much more views than only 14 to this specific page with the form. However, their reply was just trying to tell us it's not their problem because they've tested at their end, and tested with multiple people, but the report of this form still shows 14 even after they've tested with multiple people, zero views....how could this happen? I asked them to explain, they didn't. Reply from them: According to our tech team, the form is working well and d it is appearing on our side we have checked with multiple people as well as tech team. Have you tried checking the form using Incognito mode After I asked them to explain why there is no increase to the views if they've tested multiple times and seen the form working. Their response below: Please allow me to re-escalate this to our tech team to check the information with the analytics you have provided, I really apologies for the inconvenience caused by this. This case has been created since Sunday (today is Tuesday), and they've told us the so-called 'escalate' for multiple times. I don't think I will get the real solution from the support team. So I'm here to write the review, hoping to get the problem resolved.
Hello, and thank you for taking the time to leave feedback!
We checked your account and found no deviations from normal form behavior: it is displayed for both desktop and mobile visitors as expected.
However, we have discovered the source of the lower-than-expected form view number; it is due to one of the Form Builder settings that was enabled while creating the Wheel of Fortune.
Our customer service representative has contacted you with additional information on this matter.
Have a fantastic day!
I can see why they only have 4.6. There are so many reasons for that. Their app really sucks at the features and service!!!!!!
First, they did not connect the store to my primary domain, so all the URLs in automation emails ARE WRONG, and no way to change that unless to create a new account, which means I will lose all the campaign data. Now they blamed updating the primary domain in Shopify without telling them, which we did not do Second, they allow you to AB test the content, subject line, but not the sending time, and the report of the AB test is useless, and nothing helps you. Last, there are so many bugs in their system, most importantly, the support team is very unprofessional, slow reply and will ask us to wait 24- 48 hours for developers to fix it and it will take days to fix one small issue. I WOULD LIKE TO GIVE THEM 0 STARS IF I COULD!!!!
------------Jan 4th, 2022 Update
The data of campaigns on the downloaded file is NOT the same as the one in the report dashboard. DO NOT TRUST THEM ------------Jan 10th, 2022 Update
The support team still has not fixed their BUG, and no one gets back to me in live chat or email!!!! Be responsible for your business since you charge us for your service!!!
------------Jan 17th, 2022 Update
The support team said that they will check the URL issue with their developers and get back to me with the ETA but no message or any emails for 3 days. One URL bug, they are fixing it over 3 weeks still not gotten it resolved. I emailed Emily, stated that she is the customer support Tier 1 Team Lead at Omnisend, but no response at all. All they are doing right now is keep ignoring my issue.
------------Jan 20th, 2022 Update
Finally, their "Tech team" have the time to fix my URL issue of automation after 4 weeks I reported this. They noticed me it was working now, so I did the tests as they requested again and again. After 4 hours, everything is STILL WRONG. Completely wasted my time. Again, do not TRUST this APP.
Hello there, thank you for your feedback!
We are sorry you've found yourself in this situation. When integrating Omnisend with your Shopify store, you go through a connection wizard steps where you should enter information about your store, such as the store domain. Please note that we never modify any contact information about your store from our end without your permission.
Our support team has contacted you with two options on how to resolve this issue, one of which is to keep your store operational with no data loss and to have us change the domain link to the proper one. We will really appreciate your cooperation and will be eager to help you in resolving this matter.
We are looking forward to your reply!
whoever is planning to use this App, please dont!!!! they just keep charging you and taking your money but they DON'T DELIVER !!! i was charged 40$ for sms and when i finally wanted to use it for a campaign it is showing me 0$ balance and asking me to re charge again. Where did the $40 go??? apart from this whenever you send an email campaign, more then a 100 bounces!!! this is just unheard of!!!
Hello Mati,
Sorry if your experience was not good. We can see that the team is now working to resolve all issues. Your account is active; once you finish organizing your contact list, you will be able to continue using all the features again.
Customer success team
Never got it to send, said my list was dirty, but no way to upload my hard bounce list. Looks good, also had an outage so missed a key milestone. Support was poor and they couldn't fix the problem.
Sorry to hear you had a disappointing experience. Seems like there were some old contact emails on your list that no longer exist, therefore we had to temporarily pause your sending so your sender reputation is not harmed. There is nothing to worry about, as soon as you delete or unsubscribe those old emails, we will resume the sending. You will be able to benefit from the variety of great Omnisend features, such as omnichannel campaigns and automation messages, segmentation and more!
This is the worst email program Ive ever used. Many solid features, just like most email programs, yet horrible customer service and just an all around bad experience trying to get this system to work with my store. Then on top of it, they raise the price and charge me double just to rub it in. If I could leave a negative star review, I would and I would suggest you do what I do, and find a cheaper, easier alternative where the support actually helps you and then that the price stays where it was when you bought it, not double.
Hello and thank you for your review!
Anti-Spamming is one area in which Omnisend takes pride in our work, as it entails maintaining a high standard and avoiding shoppers getting irrelevant communications in favor of highly targeted ones. Our Customer Support representative made every effort to walk you through the list cleaning process. However, since the cooperation from your end wasn't on the level where we could work it out, the situation was not resolved as it should have been.
We also offered to cancel the subscription and close the account in January, but have not heard from you since then, unffortunately.
We have noticed that our Black Friday special discount was applied to your account, which gave you 40% off for three months. This month's billing cycle was the first without the discount, necessitating the change in cost.
We have refunded the last charge for you, it should arrive back to your bank account in 5-10 business days.
Have a great day!
Product doesn't work. 40 genuine customers clicks out of 10k. Scammers? google analytics doesn't show your traffic? why? Shopify FREE email app with 900 subscribers generating 6 times income than your 10k subscriber plan for £150.00 - 10000 emails per month.
You can create/delete/update customer segments but it will always stays to your max plan. Once you uploaded - you pay for the rest of you contract.
Stay away.
Hello there! Thank you for sharing your feedback about Omnisend. We appreciate you taking the time to share your experience and apologize for any encounters that may have caused inconvenience.
We take customer satisfaction seriously and we're sorry to hear that you've experienced issues with generating clicks from your audience. We understand that the click rate may not meet your expectations, and we would like to provide insights on improving this aspect. One factor that might be impacting your click rate is sending campaigns to your entire audience, which includes a significant number of inactive subscribers. We recommend targeting your engaged customer base to improve metrics and increase engagement, leading to higher revenue. Furthermore, we offer different plans to accommodate varying needs and audience sizes, allowing you to adjust your pricing with just a few clicks. Please let us know if this is of interest to you.
Regarding customer segments and billing, we apologize if there was any confusion. Once you create a segment, it remains in your account, representing a portion of your audience that matches the selected filters. However, as your list grows, the billing tier will be adjusted accordingly.
Regarding the issue with Google Analytics not displaying your traffic, it's important to note that Google Analytics primarily tracks website traffic, whereas Omnisend focuses on email marketing and automation. The tracking mechanisms employed by Google Analytics and Omnisend are different, which can result in discrepancies.
We genuinely value your feedback as it helps us improve our services. 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!