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Loved the sales pitch. Very nice + clean interface. However, UX is not very user friendly. It just takes so many more clicks to get what you want. Also, email block settings differ from one template to another so it's difficult to apply "saved" blocks. It looks like each template/automation was coded separately, so there's no uniformity. It also doesn't allow you to create multi-touchpoint emails, so you can't create follow up emails smoothly within one campaign. Everyone raves about CS, that's why I chose Omnisend over Klaviyo, but I have yet to get a good experience. Onboarding so far has not been pleasant. They promised that someone would help us set up our account, but I have done 95% of the work.
Oh no, this is definitely not the experience we want our customers to have. In fact, our Customer success director Gabe is reaching out to you via phone to assist with any remaining questions. Please reach back to Gabe, and we will get you going with Omnisend for the best success.
Thank you for sharing your feedback. And surely, we will be able to resolve this asap!
Terrible customer service and features that aren't on par with their competitors. For example, you can't segment based on opens of an email automation, only based on email campaigns. Really big pain if you are trying to be super targeted! Customer service almost never has a response other than, "I'll suggest that to our developers" and rarely has a good work around for the lack of features. Not worth paying for. I'm switching to another provider as soon as I can.
Great app - great service - absolutely horrible templates
I like Omnisend. So why am I leaving a negative review? Because I had to temporarily remove my Omnisend subscription due to a Shopify payment issue, and Omnisend deleted my entire account, flows, campaigns, after 1 month. I missed the threatening emails they sent as they went to my junk box. I'm a huge customer of theirs (I'm a $500+/month subscriber) so I guess they didn't like me leaving. I'm on Klaviyo now as a result.
We sincerely apologize your experience did not turn out great. If you have reached out to us to find a solution for you at the time of the events...
To be compliant with Shopify's requirements, we have to make sure we delete all data 14-days after our app is uninstalled.
We understand this process negatively affected you :( However, if you decide to give Omnisend another try now or in the future, please reach out to support@omnisend.com. We'd be happy to talk!
Very frustrated with customer support since day 0, and I'm now working with you for 3 months. But always when having a Bug your support blame that I'm wrong and make me fell like a newbie, then I lost days trying to follow their hundred instructions that always end by discovering that indeed were a Bug.
Look you need to segment tech-savvy from non savvy clients. Otherwise you gonna piss your clients every day. I'm deep frustrated for the third time in 3 months.
Hello and thank you for your review!
We're sorry you've found yourself in this situation. Our support representative has contacted you with additional information and guidance on the issue!
can't modify the HTML, which is severely limiting our ability to optimise and & Limited Segmentation.
Very quick response on initial set up question. - I have been using this for a few months now and am seriously disappointed! Far too many emails are ending up in spam filters, these are regular customers I deal with pretty much monthly so it seems odd. Omnisends answer... it is yahoo & hotmail filters - but we are in Canada and 99% of them are gmail and the regular emails get through so - that answer doesn't wash.
Hello there and hank you for taking the time to provide your feedback!
We have reviewed your recent conversations and located the one in which you were addressing deliverability concerns caused by a high bounce rate, but not spam. In fact, our Deliverability Team has found that the vast majority of them are indeed inactive Yahoo inboxes.
We've discovered that 100 of the 108 bounced contacts are Yahoo inboxes. These contacts have been saved as a segment in your Audience.
Overall, we've determined that your Audience comprises about 10 percent of Yahoo inboxes.
A member of our support staff has reached out to you with additional information about this issue.
Do not hesitate to contact our Support Team if you have any queries or require assistance. We are available 24/7 and can be reached by in-app chat or email at support@omnisend.com.
Have a wonderful day!
Their Support is NOT good. I have more than one account. EVERY support question I ask takes about 2 days to get a reply to, and the reply is ALWAYS the question I asked reworded. So they NEVER give an answer, they just reply with your same question. So answering a support question with another question is not support.
WiseRanker.com we are truly sorry you had this experience, it is our fault that the service was delayed and the response was not what you expected. We have checked your case and Silvia responded to you with a possible scenario for the advanced automation you are trying to set up. You can achieve great things working with contact tags, may we suggest watching the webinar recording about advanced automation, where our Success Manager Laurynas shares some specific use cases to help you get more sales? Link here: https://support.omnisend.com/en/articles/3473973-success-with-omnisend-accelerating-growth-with-automation
NIGHTMARE!! The prices don't get updated automatically to the changes in the product prices. Every time I am running a sale, I have to go through every single template in the automation and campaigns and basically delete and add again the products, what a waste of time! My customers kept getting emails with incorrect prices. That's the main issue but there are so many others too, such as if you edit the booster campaign, you no longer can send it only to people who didn't open the email again (you'll have to create a new segment just for this campaign)!!! Another one is when you add a discount code, the product prices don't reflect the prices after that promo code that is included in the email (you have to manually enter the before and after prices!!). Another one, the countdown timer can only be added to some templates and only a few popup forms, they're not part of the components that can be added everywhere. I can go on and on about how useless and time-wasteful this app is. What's worse, when I contact support to at least give my feedback in the hope they can improve instead of me leaving this 2-star review, their response is defensive without reasoning instead of actually accepting feedback. I can't wait to switch back to other apps that work way better once this holiday season is over. What's on with all the 5-star reviews? Most probably stores that have no idea what other email marketing apps can offer...
Hello and thanks for leaving a review!
We appreciate your candid feedback and want to recognize the challenges you've faced with our platform. Your insights highlight areas where we can improve.
We understand the frustrations you've encountered, and we're actively working to enhance these aspects for a smoother user experience. Our commitment extends to improving both our product and communication to ensure we meet your expectations and deliver exceptional service.
It's worth mentioning that we provide information on Booster status updates after editing in our Knowledge Base, aiming to assist users facing this situation. Additionally, we consistently keep your product prices updated in email templates as you create your messages.
With everything in mind, we value your patience and understanding as we navigate necessary improvements. If you have additional details or suggestions, please feel free to share them with our support team. Your experience matters, and we're dedicated to making the required changes to regain your confidence in our platform.
Thank you for being a part of our community!
Difficult to understand. The app dont get my new customers.