Omnisend Email Marketing & SMS

Thank you for sharing your experience. We hear you, and we understand where you're coming from.

To clarify: downgrading to the Free plan doesn't require going through a retention representative. It can be done directly in your account under Store Settings > Pricing and Usage > Cancel. When the chat routes you to our team first, it's because we genuinely want to understand the reason behind the change, so we can improve and make sure you're on the right plan for your needs. It wasn't meant to create barriers, but we completely understand how it felt that way, and that's fair feedback we'll take seriously.

Our support team also offered to handle the downgrade for you directly in the chat, and we're glad they were able to step in quickly.

We appreciate you raising this. Making plan changes simple and accessible matters to us, and your perspective helps us look at where the experience can be clearer. If there's anything else you need, we're here.

Thank you for sharing your feedback. We're sorry your onboarding experience didn't start the way it should have.

After reviewing your account, we found the contact count difference came from how the Klaviyo migration worked. The Klaviyo Data Import Tool brought over all contacts, including those with "never subscribed" status in Klaviyo. In Omnisend, those become non-subscribers, and since they're eligible to receive transactional and behavioral automations, they count toward your billable total. That's why the number looked significantly higher compared to what Klaviyo was charging.

We're glad our team was able to clear this up and move your account to a fixed tier based on your actual subscriber count, which should feel much more in line with what you were expecting.

We genuinely want to make sure you get the most out of Omnisend, and we're just one message away whenever you need us.

Thank you for taking the time to share your experience. We know how much trust it takes to move your business to a new platform, and we're truly sorry the process didn't go as expected.

When you submitted your migration request, our team began working on it in good faith. Unfortunately, Yotpo unexpectedly shut down operations on June 20th, cutting off access to their platform entirely and making it impossible to complete the migration. This caught us off guard, too, and we understand how disappointing that must have felt after already waiting.

We also recognize that the communication around this situation could have been handled better, and we'll make sure that's reflected going forward.

Your contacts are already in Omnisend, and our team is right there with you every step of the way. Getting you fully set up is the priority, and we're not going anywhere until that's done.

Thank you for sharing your experience. We're sorry the response times during this interaction didn't meet your expectations - we completely understand how frustrating that can be when you're in the middle of a technical issue.

On the day you reached out, our team was handling an unusually high volume of conversations, which caused delays beyond our typical response time. DNS configuration reviews can also take a bit more time than usual, as our team needs to carefully assess the full setup before suggesting any changes - getting it wrong can cause bigger issues down the line. We realize that context doesn't make the wait feel any shorter, and we're sorry it left you feeling unsupported.

We're glad you managed to get things sorted, and our team also followed up directly to make sure nothing was left unresolved. This interaction has been noted internally, and we're always working to improve how we handle peak periods so delays like this are minimized.

Whenever you need us, we're just a message away - and we're committed to earning your trust back through every interaction, because your success truly matters to us.

Thank you for your feedback - we appreciate you sharing it.
We'd like to clarify how our pricing works for anyone reading this. Omnisend charges based on billable contacts, not the number of emails or campaigns sent. Billable contacts include:
• Subscribers - contacts who opted in to receive marketing
• Non-subscribers - contacts who placed an order, abandoned a cart, or created an account without opting in to marketing

Our pricing is publicly available, so there are no surprises - and we're always happy to help find the plan that best fits your sending volumes and contact list size. Feel free to reach out to our support team via the in-app chat or at support@omnisend.com and we'll be glad to help.

Thank you for taking the time to share your experience and for flagging your concerns. We understand how frustrating it can feel when pricing doesn’t match your expectations, especially if it seems unclear at the start.

We want to clarify that Omnisend does not charge a flat mandatory $500 monthly fee just to keep an account active. Our pricing is based on the selected plan tier and usage, including contact count and optional add-ons such as SMS. From what we can see, you were using a plan subscription alongside additional SMS credits purchased separately. While this setup is available, it is not always the most cost-effective option, and we understand how this could lead to higher-than-expected charges if not optimized.

After reviewing your account, we found that your charges have remained consistent throughout your billing cycle, with no unexpected increases. That said, we genuinely want to help clarify any confusion and make sure your plan works for your business. Our support team has reached out to you directly to review your billing in detail and explore options to optimize your pricing setup based on your actual usage.

Thank you for sharing your experience. We understand why seeing different prices on Shopify and our website would feel frustrating, and we’re sorry the pricing structure did not come across clearly.

The Shopify App Store shows our base starting price of $16 for the Standard plan, which applies to accounts with up to 500 contacts. Pricing scales based on the total number of contacts in your account, which is why you saw a different amount when viewing plans for your specific account audience size.

Our billing is based on billable contacts, which includes both subscribers and non-subscribers. Non-subscribers are contacts who can still receive valuable automated emails like abandoned cart reminders, order confirmations, and post-purchase follow-ups through our platform. We understand this model can feel unexpected, especially if you were anticipating billing based solely on subscribers, and we appreciate you sharing that feedback with us.

We're aware that the way pricing is displayed on Shopify has caused confusion, and our team is actively working on making this clearer. Your feedback is valuable to us, and we're grateful our support team had the opportunity to work with you directly to find a pricing solution that better fits your needs and business goals.

Thank you for taking the time to share your experience. We understand how disappointing it can be when the pricing you expected doesn’t align with what you see when reviewing available plan options.

To clarify, the $16 plan shown on the Shopify App Store is a starting price and applies to stores with up to 500 contacts, including 6,000 email sends to that audience. As the size of an account’s contact list increases, pricing adjusts automatically to the corresponding tier to support that audience size. (https://www.omnisend.com/pricing)

Omnisend pricing is based on the number of contacts rather than only the number of emails sent. Even if email volume is low, supporting a large audience still involves deliverability, compliance, and infrastructure costs, which is why we do not currently offer a purely pay-per-email model, though this feedback has been shared internally.

We recognize that this pricing structure can feel misleading when the audience-size limits are not immediately clear, and we appreciate you calling this out. Our team is actively reviewing how this information is presented to make expectations clearer upfront.

If you decide to review your options or need support at any point, our team is here for you.

Thank you for taking the time to share your feedback. We always want to better understand which parts of our platform customers feel are not user friendly, so we’re glad we had the opportunity to learn more about your experience.

We understand how important it is for automations and SMS workflows to feel intuitive, especially when you’re trying to set things up quickly and efficiently for your business. In this case, the current limitation around dynamic product details in back-in-stock SMS messages did not align with what you were looking to achieve.

Our team did their best to clarify how the feature currently works and offer alternative solutions, including combining SMS with email for a more complete back-in-stock experience. We also shared your feedback internally with our product team for future consideration.

We genuinely appreciate you sharing your perspective, as feedback like this helps us continue improving both the platform and the customer experience.