Omnisend Email Marketing & SMS , 5 711 avaliações

Avaliação geral
4,8
Pontuação por nível de classificação
  • 90% das classificações são de 5 estrelas
  • 5% das classificações são de 4 estrelas
  • 1% das classificações são de 3 estrelas
  • 1% das classificações são de 2 estrelas
  • 3% das classificações são de 1 estrelas
23 de março de 2024

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.

Sky Sins
Índia
Over 4 years usando a aplicação
Questão respondida por Omnisend 26 de março de 2024

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.

25 de abril de 2024

Very Very Expensive........

Composta Australia PL Abn90633576575
Austrália
Over 1 year usando a aplicação
Questão respondida por Omnisend 29 de abril de 2024

Hello there,

Thank you for sharing your feedback with us. We understand your concern regarding pricing and apologize for any inconvenience caused.

At Omnisend, we strive to provide value for our users while ensuring a fair pricing structure. We continuously evaluate our pricing to offer competitive rates in the market.

To help optimize your billing and maximize the value of your investment with Omnisend, a senior representative has reached out to you. They will share best practices regarding audience management to ensure you get the most out of our platform.

We appreciate your feedback and the opportunity to improve. Please don't hesitate to get back to them via email.

24 de fevereiro de 2024

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

E-Juice Steals
Estados Unidos
Over 6 years usando a aplicação
Questão respondida por Omnisend 4 de março de 2024

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.

28 de fevereiro de 2024

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.

Angel Alchemy
Estados Unidos
Over 4 years usando a aplicação
Questão respondida por Omnisend 4 de março de 2024

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!

5 de março de 2024

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.

Enviable Beauty
Estados Unidos
Almost 3 years usando a aplicação
Questão respondida por Omnisend 6 de março de 2024

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.

14 de março de 2024

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!

Skin Love Cream
Estados Unidos
Over 1 year usando a aplicação
Questão respondida por Omnisend 18 de março de 2024

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!

20 de abril de 2024

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.

Trim Trailblazer
Estados Unidos
5 months usando a aplicação
Questão respondida por Omnisend 22 de abril de 2024

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.

29 de fevereiro de 2024

We had to verify our domains in the app. my developer did that and passed the ownership back to me. For over a week now I try to get back the ownerhip, set up payment and send emails.

The team from omnisend does not only not read the former chat, but still brings me back to the same problems we could not solve from our side.

-I can not add myself in primary store setting with my email as admin, so I can not, pay, ergo no emails in our campaigns for over a week..

I did also send the store ID where we have the problem with, but hey, the log in into the other store (different ID ) and tell me there is no issue.

Best is the question to change my shopify store email so its matching the email I would use in their system as admin or owner!!
Sure.
Customer service is slow, does not solve problems and is not willing to give a discount or any reach out for creating the problems and not following up correctly.

I don´t switch to mailchimp because I have omnisend also on another shop.
Stay away if you are into customer service and fast help and depend on your mailer.

VEGAN COSMIC UNIVERSE
Hong Kong, RAE da China
Over 2 years usando a aplicação
Questão respondida por Omnisend 4 de março de 2024

Hello there! We appreciate your detailed feedback regarding your experience with Omnisend!

We understand the importance of swift and effective customer support and regret any inconvenience caused by the delays and difficulties you've faced. While reviewing the conversation, we noticed that our Support Team attempted to get back to you as fast as possible, providing multiple follow-ups to ensure your conversation isn't forgotten. We recognize that the entire resolution process took longer than expected, and we're committed to addressing any issues to improve our services.

Regarding your concern about the ownership transfer and Shopify admin email, we want to highlight that a critical security measure is in place. This process is designed to ensure the secure transfer of ownership to the rightful owner. While we understand that it may cause inconveniences, it is necessary to employ a sufficient level of security to safeguard your account and data.

We are also glad to hear that our Support team eventually assisted you with the ownership transfer and an upgrade. However, we recognize that the process took longer than expected. We will review and improve our procedures to prevent similar issues in the future.

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!

28 de março de 2024

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.

Gootzy Gaming
Estados Unidos
2 months usando a aplicação
Questão respondida por Omnisend 1 de abril de 2024

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.

15 de maio de 2024

Avoid at all costs!!!!

After learning they do not sync subscribers by default with shopify (at least on our account), we ended up activating the auto sync setting and still had issues with omnisend sending to unsubscribed users a week after syncing. We have been having constant syncing issues between omnisend and shopify.

We signed up 2 weeks ago and have had problems from the start. We sent a total of 3 subscriber email campaigns in the first week to our subscribers and later a few test campaigns to 5-7 of our own emails. We stopped because we were receiving higher than normal spam rate on google postmaster we later found out that omnisend was still sending emails to unsubscribed users even after syncing. Omnisend was NOT showing any spam in their reports.

We asked politely to refund the services since it is not working and then we could then cancel it. They refused saying that we sent emails already, even though their app was malfunctioning and sending to unsubscribed users when it shouldn't have.

They sent us a few reasons why they COULD issue a refund. One being "a customer cannot use the features over the period they have paid for it due to a system malfunction and unexpected issue caused by it".

We have not been able to use their service due to the syncing malfunction but they still refuse to refund us. We gave them 4 opportunities throughout a chain of emails to refund us and they repeatedly tried to convince us to continue to use their app and saying they won't be refunding us.

Avoid at all costs!

There are plenty of other email providers out there with a lot better support then here.

Proteck'd Apparel
Estados Unidos
20 days usando a aplicação
Questão respondida por Omnisend 17 de maio de 2024

Hello there,

Thank you for sharing your detailed feedback. We apologize for the issues you've encountered with our app and the difficulties with syncing subscribers and managing unsubscribed users. Your experience is important to us, and we regret any inconvenience this has caused.

We understand your frustration regarding the syncing issues and the subsequent problems with email campaigns. Our team is dedicated to investigating these technical challenges, and your feedback helps us identify areas for improvement.

A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We are committed to finding a satisfactory resolution and improving your experience with our service.