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UPDATE: While I appreciate that they ultimately refunded my subscription after deleting the app, they did so because of my negative review. I liked the previous app for my SMS correspondence. I found this one hard to navigate and too many hidden costs. It just wasn't for me, you may have a different experience.
Very disappointed and feels scammy. After deleting the app, the monthly sms subscription is still active, so be sure to go to your store settings and cancel that subscription. I learned this the hard way and support was not helpful.
Thank you for taking the time to share your experience. We completely understand how frustrating this situation must have felt, especially if you assumed that uninstalling the app would automatically stop all charges. We’re truly sorry for the inconvenience this caused.
To clarify, SMS subscriptions are fully managed on the customer side and do not cancel automatically when the app is uninstalled. This is why the charges continued, the SMS plan remained active inside your Omnisend account until manually cancelled.
Regarding your interaction with our support team, we did provide clarification on how SMS billing works and the steps needed to cancel the subscription. That said, we’re sorry if this wasn’t as clear or helpful as it should have been. Our team will contact you shortly to revisit the matter and offer further guidance where needed.
Update: Customer Service is great. But my review with pricing still stands. This is a great subscription to have for your store. But it comes with a huge price tag. For a small amount of contacts, the price has come to be over $150 USD a month.
Thanks for sharing your feedback! We totally understand that pricing is an important factor, and we appreciate you bringing this up. Our senior support specialist has already reached out to you with a more cost-effective plan that better aligns with your needs. We’ve also shared some helpful advice on managing your inactive contacts—by focusing on engaged subscribers, your costs could be even lower!
We’d love the opportunity to work with you to ensure you’re getting the best value from our service. If you have any questions or need further assistance, we’re here to help!
Omnisend is a decent email platform—less intuitive and feature-rich than Klaviyo, but it gets the job done. However, pricing changes have made it far less appealing. They charge for all contacts, even if they’re not subscribed to email or SMS.
Essentially, you’ll be billed for anyone who has interacted with your site, regardless of whether they opted into communications. In our case, we were only emailing ~ 30% of the contacts we were being charged for—effectively doubling our costs just for them to store a simple list of our customers and people who abandoned cart. Their pricing structure feels unreasonable, and when we raised concerns, their response was dismissive.
We’re planning to switch platforms once our migration plan is ready. It’s unfortunate because Omnisend had potential, but their pricing strategy makes it hard to justify staying.
Thank you for taking the time to share your feedback. We understand how important pricing transparency and fairness are when choosing an email marketing platform, and we appreciate the opportunity to clarify.
To address your concern, Omnisend bills for both subscribers and non-subscribers but not for unsubscribed contacts. Non-subscribers are individuals who have interacted with your store — whether through making a purchase, abandoning a cart, or creating an account — but have never subscribed to marketing communications. While you can't send promotional emails to them, they remain eligible for most automated messages that help drive engagement and revenue.
We truly value your business, which is why our billing team has already reviewed your account and suggested a more customized plan tailored to your needs. Additionally, our senior support specialists have provided further insights into our pricing options to find a solution that works best for you. If you’d like to continue the conversation, we’d be happy to explore additional ways to support your goals.
We appreciate the time you’ve spent with Omnisend and hope to find a pricing solution that works for you.
Currently, I would not recommend this app due to a serious issue that I have repeatedly brought to the attention of the support team, which they have refused to address meaningfully. I have been asking for weeks, and their solutions focus on what others are doing wrong rather than what Omnisend can do to fix the issue.
A specific problem to be aware of is that when sending coupons with a dark background, the expiry date, even when set to a light color, can sometimes turn black and become invisible. This causes significant confusion for customers and results in lost sales. If I could easily switch to another platform, I would have done so a while ago. Omnisend, please get your act together and address this issue.
Hello there,
Thank you for bringing this to our attention. We sincerely apologize for the inconvenience and frustration caused by the issue with the coupon expiry dates. We understand how vital this is for your business, and we regret that our previous responses haven't adequately addressed your concerns.
We take your feedback very seriously and are committed to thoroughly investigating this problem to find an effective solution. Your satisfaction is important to us, and we want to ensure our service meets your expectations.
A senior representative has contacted you to discuss this matter further. Please respond to their email at your earliest convenience. We are dedicated to resolving this issue and improving our service to prevent similar problems in the future.
The templates are stale. Plus their list cleanup is vague and over priced. They charged us over $150 to perform a cleanup that did not remove ANY names. Then they became difficult when we asked for a refund.
Thank you for taking the time to share your feedback. We’re truly sorry to hear that our cleaning tool didn’t meet your expectations. Your input is important to us, and we take it seriously as we continually strive to provide the best possible service.
After a thorough review of your case with our Billing and Deliverability teams — both following your communication with our support team and this review — we found that your list contained a large number of disposable email addresses, primarily from Amazon. These contacts are categorized as undeliverable, as they cannot receive emails, and were appropriately flagged by our system. Based on this, the list cleaning was completed as intended.
Please note that the cleaning service has been fulfilled and, as such, cannot be reversed. Since the tool performed as expected and the results were delivered as agreed, a refund would not apply in this case. However, we do want to understand your concerns better. If there are specific aspects of the cleaning you believe were not handled correctly, we’d truly appreciate your feedback so we can investigate further.
To assist with next steps and save you time, our support team has created a segment of the flagged contacts. You can use this segment to easily take neccesery actions.
Again, thank you for your feedback — we’re here to help however we can, and we’d be happy to take a second look with more details from your side.
Been a customer for several years, happy at first then:
- Omnisend pushed a review widget on all my product pages without my approval - showing zero reviews on each product page (I have thousands of very good reviews) impacting my conversions
- Omnisend keeps increasing their prices at a very high rate
(you basically have no choice other than paying more - and they how annoying it is to switch to another provider)
Their customer support is nice and reactive most of the time so I add one star
Hello there,
Thank you for sharing your detailed feedback. We sincerely apologize for the issues you've experienced, particularly with the review widget and the price increases. We understand how these matters can impact your business, and we regret any inconvenience this has caused.
We take your concerns about the review widget seriously. It seems that the widget was not added without your approval. Our team has investigated the situation and has reached out to you with their findings.
Regarding pricing, we understand your frustration with the increases. These adjustments help us continue to improve our services and offer better features, but we acknowledge the need to balance this with providing value to our long-term customers.
A senior representative has contacted you to address the situation in detail. Please respond to their message at your earliest convenience. We are committed to resolving these issues and ensuring a better experience for you moving forward.
Seems like the app keeps having new and more complicated issues, as the years pass.
We have been using it since 2014, when back then everything used to work fine.
Every update that added, just keeps creating issues that support seems unable to resolve.
WELL DEAR DEVELOPER,
Thank you for your kind reply and attention, but it seems that your team is unable after 7 weeks and 72 emails to solve the problem.
Instead i have to endure talking to 7 different people "BEACUSE THEIR SHIFT IS OVER", AND EACH ONE sends me a 10page guideline to read.
I would suggest either get a tech guy who understands to solve the problem or inform us that you are unable to fix the app.
Again its a pitty after 10 years of using the app, each year you manage to degrade it with your updates.
Update 6 Mar 2024: After 7 weeks you still haven't managed to resolve the problem, leaving us without any email communication with our clients.
Hello!
Thank you for your ongoing commitment to Omnisend, and we truly appreciate your detailed feedback.
We recognize the frustration caused by communicating with multiple team members, especially after you've been working closely with one dedicated representative. Your loyalty and the decade-long partnership with Omnisend are highly valued, and we regret any inconvenience this situation has caused.
We assure you that your case is receiving focused attention from our dedicated representative, who is well-acquainted with the context of your issue.
In the spirit of collaboration, we kindly request your continued cooperation as we work towards finding a solution. Your insights are invaluable in guiding our efforts to enhance your experience. If there are specific details or information you can share that might expedite the resolution, we would be grateful.
We remain committed to improving the app and ensuring your satisfaction. Thank you for your understanding and cooperation as we strive to address your concerns.
Potential to be a great service but the pricing structure is disgusting. To increase the price (in our case £60 to £152.40 per month) irrespective of how many emails are sent is quite underhand and they obviously now it. We don't want to bombard our customers so are often paying this amount to send one or two emails a month. Yes, we could possibly avoid some increases by constantly messing around with our email list, but why? Surely it would be better to charge for the amount of emails sent instead of how many people are on your email list?
Hello and thanks for taking the time to leave a review!
We appreciate your feedback regarding our pricing structure. It's important to mention that our approach, although distinct, aligns with common industry practices. Charging based on the size of your email list is a standard model that ensures the sustainability and reliability of our service to our customers.
We understand your concern about potential increases, especially if you're sending a lower volume of emails. However, our pricing is designed to cater to various business needs and usage patterns. We encourage you to explore the range of features our service offers, as they can contribute to maximizing the value of your subscription. Feel free to reach out to our support team; they are available to assist you in maximizing the benefits of our service and exploring our pricing options. They are available 24/7 and can be reached via In-app chat or email at support@omnisend.com.
I have been using this app for a long long time now, I pay top $ for it, It does it's job but man the customer support is TERRIBLE!!!!!!! If I get AUGUSTIN one more time, I cannot do this anymore. Terrible terrible terrible support for a $500 app!!!!
Hello there, and thanks for taking the time to leave a review!
Thank you for bringing the SMS subscriber display issue to our attention. We appreciate your proactive approach in reporting this matter. Our Tech Support team has swiftly identified the issue and engaged our developers to implement a solution promptly. Your feedback is crucial in helping us enhance our services, and we are committed to delivering a seamless experience moving forward. We acknowledge your concerns regarding the support experience and will address it internally to ensure an improved level of service.
If you have any questions or need any assistance, do not hesitate to contact our Support Team, we are available 24/7 and can be reached via In-app chat or email at support@omnisend.com.
Have a great day!
We recently discovered when chatting to a customer that they didn't receive our latest SMS. Upon further checking, they didn't receive the last 9 SMS either, neither did most of our US customers. There was no notification of this within Omnisend, I had to check the customer record to see the SMS has failed. I guess it's in Omnisend's interest to keep the fees and not alert customers when their SMSs aren't delivered.
Checking in with customer service, so far the only explanation I've been given is that we haven't verified our number. This is despite a) 9 of the 10 failed messages were before the date verification was required, b) we have never hit the limit set by number verification.
Currently I keep getting the same answer from customer service whose only line seems to be to ask us to verify our number. I will keep pressing.
Further investigation has revealed most emails end up in the spam folder too. What are we paying for here? At this rate I'll be asking for a full refund!
Hello there and thanks for taking the time to leave a review!
Thank you for bringing your concerns to our attention. We understand that failed SMS deliveries can be frustrating and impact your marketing efforts. With this in mind, our team has investigated the issue thoroughly, and we have found that the only reason for your SMS not being delivered is indeed due to regulator limits in the US, as you mentioned in your review.
We do our best to comply with all relevant regulations to ensure the highest deliverability rates possible for our customers. Therefore, we recommend verifying your phone number as soon as possible to avoid any future issues with SMS delivery.
Our support representative has reached out to provide more information on the matter as well as to rectify the issue with email deliverability.
We take all feedback seriously and will continue to work hard to improve our services and provide the best possible experience for our customers. If you have any further questions or concerns, please do not hesitate to reach out to our support team.
Thank you for choosing Omnisend as your marketing automation platform.