Omnisend Email Marketing & SMS

Support is inconsistent and provide answers that are totally unrelated to the problem or question asked.Trying to get an answer re video with no response!

Beware! I used to think Omnisend was a great tool for email marketing - lots of features and flexibility and prompt service when we had questions or needed help. However, they are in the process of forcing their customers to port all their forms, automations and campaigns over to their "new" email builder, which they are touting as somehow better and easier and in my experience, has been the opposite. With little or no notice, they have automatically migrated some of our forms and automations over to the new system, forcing us to use it... yet when I look at the content in the new format, there are MANY elements missing, reduced functionality and LESS ability to customize various elements. Even worse, all the content I have saved over 3 years in templates and content blocks is, for all intents and purposes, lost because there is no way for me, as the client, to port it over to the new builder. I am looking at hours upon hours of extra work created by this change, with no explanation as to why it is happening in the first place and what, exactly is supposed to be "better" and "easier" about this new system. Perhaps if you were starting with Omnisend from scratch, you wouldn't know the difference, but whatever reason they are making this change, it is NOT being communicated well, they are not being upfront about what their current customers are losing in the process, and it is no way to treat loyal customers. Beyond frustrating.

I have used Omnisend since 2019, which I switched due to an incentivized offer for MailChimp users (as Mailchimp was no longer integrating with Shopify at that time). I've had a few issues along the way that were challenging to fix due to an unhelpful support team. There seems to be more of a focus on smiley faces and emojis in support chats then actual assistance. I had an issue this week that revealed our forms had suddenly stopped working at some point, and new subscribers were not captured for quite some time, which has meant lost revenue and a lot of stress on my end. There was no assistance from the support team, they just passed the buck stating it was a theme issue. Everything had been working for months up to that point, and had been confirmed to work by one of their support team members earlier this year. This week I was told that team member confirmed 'integration' but not 'functionality'. Thanks for nothing. I've switched to Klayvio.

Shopify should never have let Mailchimp go.

Omnisend is way too expensive and their offerings are poor. After exhaustively searching for someone that compares to Mailchimp, we have found none. So we have now installed ShopSync so that we can move back to Mailchimp, who we never had a problem with in over 10 years of being with them. If you google it, you'll see that using a 'connector' app like ShopSync is easy, so we have just done this and so far, it's great.

It's worth a huge mention that we have several stores for the same product (different countries) and Mailchimp allow you to create a list for each country signups within same log in and same account. Omnisend require you to have different accounts and charge for each one, so it's super expensive.

Omnisend popups don't really do much either...they are not really customisable and don't have a 'thankyou' page that allows you to display a coupon code. We had our developer try to fix this, and he was able to add the coupon code there but it did not align properly and was unreadable, and the popup function is not responsive, so whatever image you pop on it will not suit both desktop and mobile...it's just a jumbled mess. Justuno allow you to create for both devices, so we've remained with them. Justuno also connect really well to Mailchimp and we've collected thousands and thousands of sign ups over the year, to the correct lists with them. We should never have left Mailchimp when Shopify ditched them...we should have just used ShopSync in the first place and left it as it was.

I have had this app for 3 months, and I am so frustrated, the only reason it hasn't been uninstalled is due to the hours of work I have put into it to design emails and not currently having the time to switch. They cancelled my account without telling me, pretty much every feature has not worked at some point or another and I have to contact support every 1 - 2 weeks. Today I had to contact them again because my cart recover emails aren't working. It is so frustrating to pay for an app that doesn't work as promised. I have never been given any compensation for all these issues and support is very slow in getting back. Every time I have an issue it takes them 3 days to 1 week to correct it. Every time they act like its some super unique never before seen problem that gets escalated and then no one ever gets back to me until I chase them down. So far this is the worst app I've used on Shopify. The features are great, and if it did what I pay for it to do, it would easily be 5 stars, despite the slow support. I really hope they fix whatever the various problems are.

Recently had an issue with my simple capture form and it's been taking days for them to solve it. The issue is very simple (change size and make it centered) though. I don't normally give negative reviews but this has been the most frustrating experience ever.

Xenia dealt with my problem. Poor customer service, rude and unhelpful. Problem unsolved and left out of pocket.

When importing subscribers, customers and contacts from my business who have actually signed up on the website or bought products, omnisend automatically sets around half of them as "non-subscribed" - therefore half of my subscribers will never see any of the emails sent out. Not a very good system as there is no manual override or way for you to set them back to subscribed by yourself.

However, after this happening I have been in contact with customer support, who was very quick, friendly and helpful - who has reinstated my subscribers. Still - this step should not really be necessary if the system did not have this strange issue.

Be very aware of this flaw in the app and that you will have to contact customer service and at their discretion have them set your subscribers from non subscribed back to the correct subscribed status.

Will be testing the app more to see if it fulfills our needs as an email marketing system after a rocky start to using it.

UPDATE : After having even more problems loading up lists which I have already paid to be cleaned, the system automatically stops campaigns from running. The support screenshot guides which show how to remove inactive emails are completely wrong and out of date as the company has updated their system but not the screenshots, so all fields are different and impossible to follow the guide. I have been sent this wrong guide now about 3 or 4 times by various support staff.

So far omisend, although has a fairly nice interface, is a complete headache and waste of time using in practice compared to other email marketing systems.

UPDATE : Omnisend after a year of me using it decided to increase the price to a ridiculous amount, maybe 10 times what i was paying, so i cancelled it. The app is nice idea but please not the severe flaws as above and now the stupid pricing makes it way overpriced and not a feasible option to use. Sort it out guys...

More and more expensive, not worth it，$16,then $19,then $30, now$54/month
More and more expensive, not worth it
More and more expensive, not worth it

Buyer beware!!! Product is good but pricey AND you can only cancel your subscription via their live chat which they rarely support or have anyone on. I've tried to cancel our subscription several times over their live chat (as they require it that way) but they've never responded. Now we have to refute the charges with my credit card company.