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They are taking advantage of customers. Despite preventing me from sending SMS, they refuse to refund my money. In 2024, paying for email sends is outdated when other services offer unlimited emails with their plans. They won't let me use SMS but won't return my funds either. Diego behaves like a con artist. Initially, when I asked for a refund, he ignored my messages over several days. Later, when I tried sending an SMS out of frustration, he claimed I forfeited my refund eligibility for attempting to use the service. This platform isn't user-friendly; you can't buy SMS credits as needed but must subscribe upfront. If you want to add credits for a specific message, you have to contact their team via chat and wait 4-8 hours for them to charge your card manually. Despite sending an SMS to 21,000 contacts, not one person visited the website, suggesting the message didn't go through. Plus, they don't provide a dedicated toll-free number; instead, they share one with other businesses, leading to confusion among customers receiving messages from multiple sources. Overall, Omnisend is utterly disappointing. Try Postscript instead.
Hello there,
Thank you for your detailed feedback. We sincerely apologize for any inconvenience you've experienced.
The situation arose due to a high volume of SMS messages sent after a long period of inactivity, resulting in a significant unsubscribe rate. Specifically, more than 48,000 SMS messages were sent in 5 days, which goes against the best practices of SMS marketing and the reasonable frequency principle advised by TCPA. Additionally, the TCPA mandates that telemarketing calls, including SMS marketing messages, must not be made to residential telephone subscribers before 8 AM or after 9 PM (local time of the recipient). While we have this setting enabled by default in Omnisend, it was manually disabled on your end.
Unfortunately, due to this usage, it is not possible to proceed with a refund.
We encourage you to follow best practices for SMS marketing to ensure optimal results and compliance. Our team is here to help you navigate these guidelines and improve your campaign effectiveness, in the future.
A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We appreciate your understanding and cooperation as we work towards a satisfactory resolution.
Customer support is always so quick and helpful and the team are really friendly. It's nice speaking to humans rather than robots! I was in contact with Sila, who was really professional - 5 stars to Sila too.
Hello there,
Thank you for your review! We're delighted to hear that you've had quick and helpful support from our friendly team. It's great to know that Sila provided professional assistance and made your experience pleasant. We'll pass along your 5-star praise to her.
If you have any more questions or need further assistance, please don't hesitate to reach out. We're here to help!
Great product with exceptional customer service. Will answer any question within minutes. Amazing - especially Alex and Karine ;)
Hello there,
Thank you for your review! We're thrilled to hear that you're pleased with our product and exceptional customer service. It's great to know that Alex and Karine were able to assist you promptly.
If you have any more questions or need further assistance, please don't hesitate to reach out. We're here to help!
Great so far - sent one campaign and with excellent customer help was able to execute easily. Integration with contact list and website is seamless.
Hello there,
Thank you for your review! We're delighted to hear that your experience has been positive so far, especially with the support you received during your campaign execution. It's great to know that the integration with your contact list and website has been seamless.
If you need any further assistance or have more questions as you continue to use our platform, please don't hesitate to reach out. We're here to help ensure your continued success!
The app is fantastic, I asked this morning for help and they solve my problem in a blink of an eye!!!! Thank you very much Didem, really kind and gentle
Hello there,
Thank you for the wonderful review! We're thrilled to hear that Didem was able to solve your problem quickly and that you found the support to be kind and gentle. We're here to help whenever you need us!
After trying many expensive apps, I cannot be grateful enough that I found Omnisend. Thank you!
Wow, we’re so happy you found us too! Thanks for the awesome feedback!
Maria was very helpful! Overall very user-friendly and the customer service is great.
Hello there,
Thank you for your feedback! We're glad to hear that Maria provided you with excellent support and that you find our platform user-friendly.
If you need anything else, just let us know!
I would recommend Omnisend for the easy of use
Hello there,
Thank you for sharing your feedback! We're delighted that you find Omnisend easy to use. Making our platform intuitive and user-friendly is a top priority, and it’s great to hear that it’s working well for you. Your recommendation means a lot to us!
Fantastic app! What's as important is the support and you get the top quality support here. Johnny from Omnisend was of great help and a pleasure to work with. Thank you again!
Hello there,
Thank you for your review! We're thrilled to hear that you find the app fantastic and are equally impressed with the quality of support you've received. It's great to know that Johnny was able to provide you with helpful assistance and made your experience a pleasant one. We appreciate your gratitude and are here to continue offering top-quality support whenever you need it. Thank you for choosing Omnisend!
Omnisend has been so easy to set up. When i encountered challenges with updating my DNS, Chaymae was a huge help!
Thanks for the shout-out! We’re glad Chaymae was there to guide you through and make the setup easy. Remember, we’re here whenever you need us, ready to tackle any tech twist that comes your way.