Omnisend Email Marketing & SMS , 5.683 recensies
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They offer 24/7 support but the chat support is the worst. You have to keep repeating things, they don't pay attention to what you're actually saying and they keep switching agents within the same conversation so none of them know what's going on. You have to constantly update them on the previous conversation. Most of your emails will go to spam if you use this company. Really not good.
Hello,
Thank you for sharing your concerns with us. We're sorry for any frustration you've had with our customer support. Your feedback is incredibly important as we strive to improve our service.
We understand the importance of smooth communication and recognize that switching between agents can disrupt it. We're open to any suggestions to refine our shift-based model for better transitions while keeping the conversation context intact.
We apologize for any inconvenience caused by having to repeat information. We're committed to improving our internal processes to ensure agents are fully briefed on your history before chatting with you.
Regarding email deliverability, we've addressed the SPF issue and disabled the warm-up option to enhance it further. While we anticipate improvements, we appreciate your patience in monitoring your email system. We're here to help if needed.
Furthermore, our senior support representative has reached out to you with additional information on the open rate. Please respond to them in the chat for further assistance.
Your satisfaction is our priority. Please share any specific issues so we can investigate and resolve them promptly. Feel free to reach out to our support team directly.
Thank you for your patience and understanding as we strive to enhance our support services.
HORRIBLE!!!! HORRIBLE!!!! All about this app!!!!!!!
I spent over $150 on email services, only to have my first campaign canceled due to high bounced emails. I wasted 2 hours in a chat with support, waiting 10-15 minutes between responses!!!!! Eventually, they suggested I pay EXTRA to clean my email list, which I did. Yet, the campaign was paused AGAIN due to high bounced emails. The customer support is abysmal. DO NOT BUY from them!
Hello there, and thank you for taking the time to leave a review!
We're truly sorry to hear about your disappointing experience with our services. Upon reviewing your account and the circumstances surrounding your campaign, it appears that in addition to the high bounce rate of your contacts, the spam rate has also exceeded the tolerated rate, which is 0.1%.
While the cleaning list feature helped filter out risky contacts that could bounce, the spam rate could only be addressed by unsubscribing lapsed email subscribers. This was the second step of the solution provided by our team to ensure a clean list that doesn't harm your sending reputation. To facilitate this process for you, we have created a segment in your account specifically for lapsed email subscribers. You simply need to access it and unsubscribe all contacts within it. Once you've completed this step, we will be more than happy to restore your sending ability.
Our senior support representative has reached out to you with additional information on this matter. Please respond to them in the chat to get your account unpaused.
We appreciate your understanding and thank you for bringing these concerns to our attention. Should you have any further questions or require assistance in the future, please don't hesitate to reach out!
I've had the weirdest experience with this app. I installed this for my store a couple months ago, but haven't made any sales because I haven't done any marketing so I kept it at the free plan for months while I learned marketing. When I checked the analytics, I found that I have maxed out the email contacts that I can have... and I had over a THOUSAND contacts.
Even though I only had around 400 website visits.
I started deleting contacts, and found that more was added when I refreshed the page. It was a mixture of different kinds of email addresses, like @gmails and @aols and .txts.
And when I tried to bulk delete them, Omnisend said that they would charge $2 for deleting them.
This is extremely shady. Basically a dishonest tactic to get people to choose the paid plans by using robot emails. If Omnisend can't produce sales without resorting to unethical tactics, then it shouldn't be a company.
Hello there,
We're sorry to hear about your experience and understand your frustration. We take your concerns seriously and want to address them promptly. The issues you've encountered with your email contacts are not reflective of our standards or practices. We strive to provide transparent and ethical services to all our users.
Regarding the unexpected increase in contacts and the difficulty in bulk deletion, we apologize for any inconvenience caused. Our senior support representative has reached out to initiate an investigation into this matter to ensure it's resolved promptly and to prevent such occurrences in the future. Please respond to them via email.
We appreciate your feedback and the opportunity to improve. If you have any further questions or concerns, please don't hesitate to let us know directly. We're committed to providing you with the best possible experience and resolving any issues you may have.
Their "award winning" support is absolutely terrible. Their new review functionality is creating fake contacts and they have zero solutions, but charged my account for over 1,100 additional contacts that aren't real people because of how their system is processing the new reviews import.
For email marketing, the app is nice, but their support and failures with the reviews roll-out makes me want to find something else.
Hello there,
We're truly sorry to hear about your frustrating experience. It's disheartening to hear that our support didn't meet your expectations and that you encountered issues with our review functionality. We understand the importance of accurate contact management, and we're eager to address this issue promptly.
A senior agent has reached out to you with more details on the solution we've provided. We genuinely value your feedback, and we're committed to resolving this matter to your satisfaction. Thank you for bringing this to our attention, and we hope to regain your trust in our service.
Extremely disappointing experience with Omnisend's customer service. After waiting 30 minutes for a response, all I received was a link to an article that did not solve my problem at all. When I tried to explain that the article was not helpful, they simply ignored me. I am still here, waiting for a solution. It is unacceptable for a customer service to be so negligent and unresponsive.
Hello there,
We're truly sorry for the frustrating experience you had with our customer service. We always aim to provide prompt and helpful support, and it's disappointing to hear that we fell short in your case.
We want to clarify that our agents typically share guided articles to help with general questions, especially those related to specific features in the email builder. However, we understand that your situation required more personalized assistance, and we apologize for any misunderstanding.
I'm pleased to inform you that a senior agent has reached out to you via chat to address your concerns directly. Please feel free to engage with them there, and they'll work diligently to find a solution for you.
Thank you for your patience and understanding.
If you want to donate $60 to them and not get anything in return, and I'm not the first one - (thinking about a class action lawsuit), install the software... and then talk to Robert who won't help you at all, he'll just send you pages unrelated to your requests.
Hello there,
We apologize for the frustration you've experienced. Your feedback is important to us, and we take your concerns seriously. We're dedicated to resolving this issue promptly and ensuring your satisfaction. Our senior support representative has reached out to you; please respond to them in the conversation.
Thank you for your patience and understanding as we strive to enhance our support services.
The worst app I ever deal with I been trying for the last 10 days to get support or anything all what I got is nothing
They charge me 718 to use sms services and they send me email that I can’t use the sms service and they refuse to refund me
They charge me every month 988$ witch is Mailchimp charge only 400 $ for 1.2m email
Still till now no support no money back and also they charge me for the last 4 month 160 extra for sms that I couldn’t use
I WILL SUBMIT THE CONVERSATION BETWWEN US SO YOU CAN BE AWARE THERES NO COUSTOMER SUPPORT HERE
Hello there!
We appreciate your patience and sincerely apologize for the challenges you've faced. We understand the importance of reliable support and are committed to resolving any issue you might have promptly. We've reviewed your case, and it seems there might be some confusion regarding the SMS service and its compatibility with the content being sent.
Regarding the SMS service, it appears that there might be issues beyond our control, such as the content being blocked by operators due to its nature. We recommend reviewing the content to ensure it complies with regulations to avoid such problems in the future.
As for the charges, we acknowledge your concerns about the pricing discrepancy. We would like to clarify that the upgrade to the Pro plan incurs a prorated charge, and we have initiated a refund of $718 for the SMS service that couldn't be utilized. Please check your account for the refund, it should have arrived by now.
In terms of ongoing support, we are taking steps to improve our customer service and ensure you have a more positive experience in the future. We appreciate your feedback and value your business. If there are any further concerns or if you have additional questions, please don't hesitate to reach out to us directly.
Thank you for bringing this to our attention, and we look forward to resolving any remaining issues promptly.
Our Support representative has reached out to you with more details on the matter.
Omnisend's accountability and customer service is lost to me as of recent, as trying to update my name servers led to another user taking over my account. Despite being repeatedly told that they would resolve the issue within 24-48 hours, I have not received any assistance in 6 days, preventing me from sending critical emails and impacting my livelihood. Unfortunately, tech support has been unhelpful and failed to follow up on their promises. Omnisend used to provide excellent service, but currently, I am left without a solution.
Hello there!
We sincerely apologize for any inconvenience you've experienced with Omnisend and greatly appreciate your patience during this challenging time. We understand the critical nature of your situation and regret that you've had to navigate through such a circumstance.
We want to clarify that the 24-48 hour timeframe is an estimated response time for our Tech Support team to provide insights, ask additional questions, or offer solutions. Please note that the resolution time may vary based on the complexity of the issue. Despite this, we are committed to addressing inquiries promptly and regret any confusion surrounding this matter.
It's crucial to emphasize that the domain records authentication issue is unrelated to another user taking over your account. We value your patience and cooperation in swiftly resolving this matter. We're pleased to see that our support team guided you through steps to address the issue of another user taking over your account.
We're also delighted to confirm that your domain records issue and concerns about excessive contacts have been successfully resolved!
Your feedback is highly valuable to us, and we take it seriously. We are actively working to enhance our communication and support processes to prevent similar issues in the future.
Once again, we apologize for any inconvenience caused and sincerely appreciate your understanding. If you have any further concerns or require additional assistance, please don't hesitate to reach out to our support team. We are available 24/7 and can be reached via In-app chat or email at support@omnisend.com.
Thank you for bringing this to our attention!
Very Very Expensive........
Their automations don't work, and customer support is awful. I sent them a screenshot of their own app (the flow creation section), clear and precise and they said it's not part of their app but a screenshot of Shopify. After sending them the link they admitted it was their app. The customer support haven't even used the app themselves obviously.
Deleted and Installed the app twice, and tested a simple abandoned cart recovery automation multiple times and it doesn't work. Customer support is little to no help. Only a waste of time.
Their email editor is also broken. You have to refresh it every minute because it stops responding and gets stuck. Wasting lots of hours when making an automation flow.
We are moving to a better marketing app. Think twice before spending hours creating automations and flows that won't work.
Hello there!
Thank you for sharing your experience. We sincerely apologize for the inconvenience you've encountered with our platform and customer support.
At Omnisend, we are actively working to address any issues our customers raise, and your case is no exception! Your feedback is invaluable, and we're committed to enhancing our services.
To address your concerns directly, our support representative has reached out to you. We appreciate your patience and the opportunity to assist you in resolving these matters.