Omnisend Email Marketing & SMS

A horrible customer service experience. Worked on an Email template for over 2 hours and after activating the same, the template got reset (twice). Contacted the customer service who kept me waiting for half hour only to get a reply that it will take them 48 hours to check on the issue if this can be fixed. What is worst is that they assign staff based on the tier of the customer you are which is quite bias already. If this review doesn’t get updated, most likely I switched to Klavio.

Do not get this app. I am deleting this app after spending $60 on it for 1 month.
The free trial is worth it but not the $60 recurring charge per month. I basically wasted $60 on this because I barely got any results out of it. It is a very high expense especially for small businesses. For the hefty price of a whopping $60, the app barely has any ROI and you don't really get much back for the money you are putting in to use this app. Also, it shouldn't cost $60 just to do email marketing and just to collect email addresses. There are other apps that are much cheaper than soundest that can pretty much do the same thing. I have sent tens of thousands of emails to customers about mega sales only to be disappointed.

Review Update 4-23-20
Support just told me that they will not fix the problem because they test it on their end and it works for them. What this tells me is that they do not care about you.

This is just a way to hide their software problems and just keep saying the same thing over and over as robots and nothing is fixed.

To finalize it all, this time they said to me via chat, buy or use another computer maybe that will work but we will not fix anything.

You do not have a sales rep that can take care of your account but instead, they have chat assistants that have no experience or are incapable of fixing any problem with the software.

I am tired of your nonsense responses and unwillingness to fix the problem on your software.

Users of this app, if they are not willing to fix any problems you face while using this app why in the world would you pay or keep paying them for a service that is not working as it should?

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Review Update 4-15-20.

I followed up on all the steps you mentioned below 3 times and still, it does not work.

We should be able to check the emails that were sent to clients without any issues. Do not let the app to use our client ip address and say that it is a customer viewing our site when they are not. That is a bad coding or bug in the software.

also, you never see what the customer put in their cart it just says it sent an email but you can not see what products they added on the email when they sent the email to the customer. We should be able to see what product was put on the email when we click emails sent to costumers.
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Be warned users of this app. The live view does not display actual users' name and it uses different IP addresses with different names which are not your clients. I have tested this app in the default browser and subscribed to several forms that I created using our default browser google chrome.

After, explaining 20 times the problem, showing them screenshots of me browsing our site and then going back to the dashboard to check the live view to see who was on our site at that minute I found out that it displayed me, as one of our existing clients browsing our site when in reality the client was not browsing our site and it was using one of our client's IP address instead of my own IP address and displayed me as one of our existing clients browsing the site.

They have told me to clear up my cache, my browser history, go incognito, subscribe as incognito etc...but even after having done all that 5 times they still can not explain why is displaying me as an existing client browsing our site when in reality it was me the one browsing out site at that moment and minute.

Test it yourself now and let me know if that is happening to you as well.
This is frustrating and not a reliable way to check real visitors on your site.

Best,
Tom

We were considering omnisend to handle our emails but after downloading we discovered undemocratic and unethical business practices clear which we find unacceptable.
Firstly, they charge by user but do not allow you to upload a supression list which all other email providers allow. It's pretty standard in the industry.
Secondly, if you manually unsubscribe a set of users you don't wish to market to via omnisend, they will aggressively block you from marketing them via any other app by switching the accept marketing status to OFF on shopify. Imagine you have low open rates among a particular set of customers but they respond well to another channel, omnisend will not allow you to remove them unless you remove them fromm all other comms channels... except their own sms and push channels!!
I assume this is because they want total control on push and sms and are unwilling to sit along side other apps. But it's not ethical to force it on merchants.
Just to be super clear, on their site it says: "In Omnisend, the same contact may have different subscription statuses for each of the channels, Subscribed to Emails, and Unsubscribed from SMS or Push Notifications. For that reason, we don't keep a Suppression list"
But over email they will tell you "Contact unsubscribing from marketing = they're unsubscribing from Omnisend = they're unsubscribing from Shopify marketing as well."
I have now deleted the app.

The customer service sucks! They kept changing people to communicate with me, requiring me to repeat the problem every time. But no one could follow up the issue further. There miss some data of my contacts! They told me delete all the contacts on Omnisend, then it would sync back from shopify again. But NO!! It didn't. I try to get the support three times, finally, they sync back the contact list from shopify. But all contacts have no historical order records. Until now, there is no technician to solve my problem. The customer service just kept asking me to repeat my question.

This is a dreadful email platform that requires a lot of work just to integrate with your existing Shopify forms. Want to send a lead magnet based on a shopify form? Good luck. Subscribers from all forms are lumped into one source. Calling this "made for Shopify" is using a VERY broad brush. Want to embed a form? You get one line. That's it. Otherwise it has to be a pop-up or landing page. I have requested help to get my store connected and it finally is, but that's because I researched and added my own code. I still can't distinguish which form an email came from so I know which automation to send. Their help desk responds quickly, but it's cursory and they tell you "the right department will help you in a few days". It's been a few weeks and I can't get basic questions answered. It's useless to me and I'm moving on.

Unfortunately after nearly 2 hours and communicating with their customer service line no one could figure out how to make it work with Shopify. For me Omnisend was a total waste of time and sticking with my Vertical Response platform for all my emailing. Very dissatisfied with Omnisend and sad that even their customer service rep could not figure things out for me.

On this application description page, I did not find any description of the validity period.

Now, the 50% off coupon code they provided has expired. Very disappointed.

And, at this moment. They still show this coupon code.

I've been contacting the support team for so many times but no one responded to me at all. But they said their help is available 24/7. Where is the help now when I needed it.

Worst support on Shopify! They have no clue what they are talking about. They kept switching with different agents giving multiple contradictory answers. Resulting in explaining the same thing over and over again, and losing potential subscribers in the meantime. They offered help from their technical support, but the technical team never helped. Over a week later: they will tell you to ask your own developer as their Technical Support is limited to acting only in internal situations! What a waste of time.