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This terrible app and company. I signed up, paid money which will be over $500. My account was hacked and large amount of emails were added to customer list. Spam email went out to over 30,0000 people from my company email. How did it happen?! This can potentially ruin my company!
I cancelled my account immediately and wrote support. The security of their customer's is not top priority. I cannot believe this happened. I will be emailing Shopify to report this
Thank you for taking the time to share your experience. We’re very sorry to hear about the situation you described and understand how concerning it must have felt.
Please note that we identified suspicious activity on your account in a timely manner and took the necessary steps to prevent further issues while also sharing the mitigation measures with you. We found that 2-Factor Authentication (2FA) was not enabled on the account during the incident, which unfortunately made it easier for the suspicious activity to occur. To help strengthen security, we make 2FA available and always recommend that account owners enable it for an added layer of protection.
We strongly recommend enabling 2FA on any digital platform, including Omnisend, to add an essential layer of protection. The security of our customers remains a top priority, and we will continue enhancing safeguards to help protect accounts.
I referred this app to 4000+ students and they had the nerve to deactivate my account when I have been using them for years and had a solid email list and when I contacted them they said the compliance team has decided they do not want to do business with me and has the right to not discuss why. My store was a christian store with two fasting and praying journals on it. If you ask me it sounds like they are being religious because I literally have not done anything wrong. I feel scammed after vouching this app to thousands of people and lost my entire email list after all of my hard work.
Thank you for taking the time to share your feedback with us. We truly value your long-term support and the efforts you’ve made in sharing our platform with your network.
We’re sorry to hear about your experience and understand how frustrating this situation must be for you. Please know that actions from our compliance team are in place to ensure the best possible experience for all users and to maintain a secure and trustworthy platform. That said, we’d like to take a closer look at your case to address your concerns.
Unfortunately, we’re unable to identify your account or brand from this review. We kindly invite you to reach out to our support team via in-app chat or email us directly at support@omnisend.com. Our team is here to assist you and will thoroughly review the matter to provide clarity and support.
Thank you again for bringing this to our attention, and we hope to hear from you soon.
Unglaublich Lange Ladezeiten! Fehlerhafte Funktionen!
Ich bin in letzter Zeit Sehr unzufrieden mit dem Support.
Lange Wartezeiten auf Rückmeldungen und dann kommen antworten , mit denen man nichts anfangen kann.
Bei diesen überteuerten Preise der App, erwartet man wenigstens einen besseren Support.
Aktuell bin ich sehr unzufrieden und kann Omnisend nicht weiterempfehlen!
Hello! Thank you for sharing your recent experience with our support team. We apologize for the frustration you encountered. Your feedback is valuable, and we'll take it into consideration while improving the quality of our service.
Regarding your inquiry about sending newsletters that redirect to your Amazon products and offering discounts, you can include Amazon links in your newsletters. However, implementing automatic discounts for Amazon products via Omnisend is not currently supported. We have noted your request for future consideration.
We hope you'll consider giving us another opportunity to meet your expectations. If you have further questions, please don't hesitate to reach out.
It's a scam! They kept charging me $800 every month. I had around $1600 SMS credit in my account, I wanted to downgrade my email plan and they took ALL of my credit away!!
There is NOWHERE says if you downgraded email plan, your credit will be gone! I paid for $1500 credit! Give my money back!!
After talking to their support, Diego, I told him I will upgrade my plan back and just give my $1500 credit back to my account. He said he can not do that, he can only give me $599 credit back??!!
In less than 24 HOURS AGO, there were at least $1500 SMS credit in my account, even I told them I will undo the cancellation, they still want to steal my money! This is extremely unfair to the user and it is very unprofessional.
Diego is trying to steal my credit. First, there is no alert or info says that I will lost ALL my credit when I click downgrade my plan. Second, even if you undo to downgrade in less than 24 HOURS, they will still take YOUR MONEY!
I have been using omnisend for almost a year now, this is extremely unfair and disappointed! I will never recommend this app unless you will use them forever! or they will definitely take your MONEY!!
We truly appreciate you taking the time to share your experience. We completely understand how frustrating and disappointing this situation must have been for you. We never want our customers to feel that they’ve lost value, and I’d love to clarify what happened here.
The SMS credits in your account were tied to your Pro plan subscription, meaning they were available as part of that plan's benefits. When a Pro plan is downgraded to Standard or Free (as in your case), the associated features — including SMS credits — are no longer accessible. We strive to make this clear by outlining that features such as unlimited emails, advanced reporting, and SMS credits are only available while the Pro plan is active.
To clarify further, your Pro plan was renewed on February 6th, and since the subscription lasts for 30 days, it expired on March 8th. As of that date, your Pro plan benefits, including the free SMS credits associated with the plan, also expired, meaning they were no longer available for use.
Regarding your SMS credits, the rollover applies only to the previous month’s balance, and SMS credits expire after 60 days. This means that while we can restore some of the unused credits from February if you decide to re-upgrade, credits from January have now expired and cannot be reinstated.
Our senior support specialist has provided as much flexibility as possible within the system’s limitations and has thoroughly explained the reasoning behind these policies. We understand that this may not have been expected, and we regret any confusion. We’re always working to improve clarity around plan changes and credit usage, and we appreciate your feedback as we continue to refine our processes.
They now use a bot for their support model AND YOU CAN'T REACH ANYONE TO ACTUALLY HELP YOU. I've tried for a week to get someone to answer my questions, the bot just blocks me and they NEVER email back, as the bot claims they will. If you are a small business BEWARE of this organization. Their customer support is lacking and they will not help you. I've been trying to adjust my subscription but they'd rather keep charging me a high price rather than align my subscription to my customer count.
We’re truly sorry to hear about your frustration in reaching our support team. While Omnibot is designed to streamline support and connect customers with the right resources, it looks like your request wasn’t escalated as it should have been due to a technical issue. That’s on us, and we deeply regret that your experience didn’t meet expectations.
We’ve reviewed your case and haven’t encountered similar issues with Omnibot before, so your feedback is incredibly valuable in helping us prevent this from happening in the future. We appreciate you bringing it to our attention.
To make things right, our senior support specialist has reached out to you directly to address your pricing concerns and explore a subscription model that better aligns with your customer count. We want to ensure you're getting the best value, and we’re here to work with you on a solution that fits your needs.
Thanks again for your feedback — it helps us improve, and we hope to regain your trust.
STAY CLEAR - I would say stay away from this company if you would like customer support. They don’t provide anything but empty promises and ongoing stress. The only lady that has been helpful was the one that set it up but apart from that it’s terrible. They charge you for a subscription you can’t even access and when you ask for a refund they say well it’s because there was still emails getting sent out you still have to pay. ( what a joke because I couldn’t even get access to the account ) went to my bank and forced the refund on Omnisend as it wasn’t suppling the full goods or service I was paying for. And now the stupid company won’t disconnect from my website and keep sending me emails saying I need to pay money for sms credits but they confirm my account has been cancelled and closed off? But no it hasn’t as if I go on my website the automations are still running, but now I’m not paying so what a nightmare. Sort your workflow and customer accounts out as I don’t want to be associated with omnisend anymore. Remove my details and unlink from my website. Enough is enough!!!
Hello there,
Hello,
I’m truly sorry to hear about the challenges you’ve faced and the frustration it’s caused. We understand how important it is for our customers to have a smooth experience.
I want to assure you that a senior representative reached out to you previously to confirm the account deletion and provided details about the charges. Additionally, the refund you requested was processed 21 days ago.
If you’re still encountering issues or have further concerns, please review the email from our senior agent. Your feedback is important to us, and we’re here to help resolve any remaining issues.
Thank you for your understanding and patience.
I had a very bad experience with Omnisend, They stopped providing me service, but did not refund my money
They advertise that their service is unlimited emails, but their definition of unlimited is x60 contacts, which they only note in a very small way on the pricing page.
They present a problem and do not provide a solution, they use too many technical words and do not explain it clearly so that users can handle their problem.
They unilaterally stopped sending emails without giving any prior notice or warning, I want to stop using the service and want a refund because I subscribed to the pro version for 1 month, but They let me use it for 10 days and stopped my service, asking for a refund which they ignored.
Hello there,
Thank you for your feedback. We apologize for the inconvenience and frustration you've experienced. We understand how important reliable service is and regret any disruption this has caused.
Your account was temporarily suspended as a precautionary measure because one of your sender domains was listed on Spamhaus. This listing may be due to a poor sending reputation or potential hijacking by cybercriminals. Omnisend took this step to protect the overall reputation and ensure that the service quality for all our clients remains unaffected.
Our team has reached out to you with detailed steps to follow to get your domain delisted. We kindly ask you to try the suggested solution. If you need further assistance, please do not hesitate to reach back via the initial email.
We appreciate your understanding and cooperation as we work to resolve this issue and restore your account.
This app was good, untill they started deceiving their customers.
At first, the payment was based on how many emails and sms messages can you send, now they are doing some tricky way to take money from you, and they are charging on the amount of subscribers you have.
We have just 600 active subscribers, and they are charging us like we have 3000 +.
HIGHLY AVOID THIS APP!!!
Hello there,
Thank you for sharing your feedback. We apologize for any confusion and frustration you’ve experienced regarding our pricing structure.
Our billing system is designed to be transparent and fair, charging based on the number of subscribers and non-subscribers in your audience.
A senior agent has already reached out to address your concerns and provide clarification. Please respond to their email so we can assist you further and resolve any issues.
We appreciate your patience and understanding as we work to improve your experience with our service.
"In four months, the monthly fee increased from 20 USD to 100 USD. Why are the charges getting higher and higher? No detailed fee breakdown has been provided, nor has any explanation been given as to why the charges keep increasing.
Thank you for taking the time to share your feedback. We understand your concerns, and I want to let you know that our senior customer support specialist has already reached out to you via email with a detailed breakdown of your charges and an explanation of the pricing increase.
To provide a more general overview, our billing system works based on the size of your audience. Each billing cycle, we calculate the number of subscribers and non-subscribers you have, which places you in a specific pricing tier. As your contact list grows, this requires more email credits, which is reflected in your subscription cost.
It’s actually a good sign for your business that your contact base has increased, but we understand that rising costs can be concerning. If you’d like to reduce your fee, we recommend cleaning your list by removing inactive or old contacts who aren’t engaging with your emails. Segmenting your audience can help lower costs, and you can follow these instructions to do so: https://support.omnisend.com/en/articles/1061868-segmenting-inactive-contacts.
We hope this helps clarify the situation, and if you have any further questions, feel free to reply to the email we've sent to you. We will be happy to further clarify any concerns you might have. We’re here to help ensure that you’re getting the best value from our service.
Update: 03.07.24
A strange issue started occuring on this app from May 19 which I reported to the Team on June 2nd. Issue as follows - Contacts from Shopify does not sync properly. Email as separate contact, phone number with my country code as separate contact, same phone number with different code (+1) as separate contact, same phone number without country code as separate contact. It's been 30 days and there has been no solution. And I already paid for July. They are blaming it on checkout customization, unfortunately there is none. Also because of this, the contact list keeps piling up and I have to pay more. But it also shows to clean up the list. Again, I have to pay for cleaning. If not cleaned, the campaigns can't be sent. I can't delete or make changes because the so called support team asked me to keep it so they can "investigate". Yet no response or resolution. Reaching out to them every 2 working days, where they assign me to different agents even on shopify ticket or say something that doesn't resolve the problem and ask for more time only. When asked about why I had to pay when I can't do anything with this app, they simply said Freeze it or cancel subscription. This can never get worse with them. PS: It's my 4th year with them and that's how they treat their customers.
I recently transferred domain and migrated from WooCommerce to Shopify! And had a lot of doubts, questions, and sync issues on my account! This was smoothly resolved by the Team. They were very quick in responding as well as executing! Especially Beran from their team! I must say, he kept the thread open, followed up on the queries, and resolved it over 2 days! You are rocking team! 3years with Omnisend and counting!
Hello,
Thank you for sharing your detailed feedback and for being a loyal customer for the past four years. We sincerely apologize for the inconvenience and frustration you've experienced with the recent issue regarding contact synchronization.
Our developers are actively investigating the problem to find a resolution. We are also checking internally to see if we can expedite the process.
A senior representative has reached out to you to discuss this matter in detail. Please respond to the initial email for more information on the situation.
We appreciate your patience and understanding as we work towards resolving this issue. If you have any further concerns or need additional assistance, please feel free to reach out to us.