Reviews (5,977)
What merchants think
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
This is generated by Shopify Magic. It's shown when an app has 100+ reviews and a 4.0 overall rating.
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Merchants appreciate this app for its cost-effectiveness and comprehensive free plan, ideal for startups. It features a user-friendly interface with customizable email flows, review app integrations, and SMS marketing tools that enhance marketing efforts. The seamless Shopify integration and reliable performance simplify campaign management. Customer support is also highlighted for its responsiveness and effectiveness in providing personalized assistance and resolving issues quickly.
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"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.
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.
UPDATE: No resolution has been reached, and the only pricing you offer is for the quantity of emails and messages sent. Very nice smoke and mirrors response.
Omnisend keeps increasing the price of our subscription, hoping we won't notice. Since we don't send out emails monthly, they now charge us $25 a month for sending zero emails. Additionally, we currently don't use their services; we just maintain our subscription to collect emails.
Additionally, we placed a hold on the card we were using until we could contact Omnisend. However, we were required to pay our invoice before being able to contact support. This is extremely poor service and reflects the platform's prioritization of greed over customer care.
Good day, Brian!
Thank you for updating your review. We apologize if it appeared that your request was ignored.
Our senior representative has reached out to you previously with a suggested solution but did not receive a confirmation. Based on your latest update, we have reached out to you again to assist with your issue.
For your privacy, we recommend getting back to us via the email sent by our senior representative. This will allow us to address your concerns more effectively without disclosing private details publicly.
We appreciate your cooperation and look forward to resolving this matter for you.
------------------------------------------
Original reply:
Hello there,
Thank you for your feedback. We apologize for any frustration and confusion caused by our billing system.
To clarify, our billing system calculates the number of subscribers and non-subscribers in your audience each billing cycle, which determines your price tier. As your audience size has increased, the subscription cost has also increased accordingly.
Your account remains active with Omnisend, which is why you continue to incur charges. If you no longer wish to be billed, please ensure you cancel your subscription.
A senior representative has reached out to you to discuss this matter in detail and assist you with any further questions or concerns. Please respond to their email at your earliest convenience.
We appreciate your understanding and are committed to improving your experience with our service.
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.
I recently downloaded this app for my Shopify website Email Marketing. I have been requesting a demo of the app with no response. I sent several emails asking for help setting up the app no response.
I am now thinking of deleting the app and finding an email marketing app with better access to support. if anyone has any suggestions please feel free to let me know thanks.
Hello there,
Thank you for sharing your experience, and I'm sorry to hear about the difficulties you've encountered in accessing support. I understand how important it is to feel supported as you set up your email marketing tools.
We do not offer a demo period; however, we provide a comprehensive free plan that allows you to explore all the features of Omnisend without any time limit. With our Free plan, you can send up to 500 emails to 250 contacts, utilize Automation features, send 60 international SMS messages (one-time usage), and use 500 push notifications per month. This plan also includes access to third-party app integrations, unlimited segmentations, signup forms, and user seats in your account—no credit card required.
For a detailed overview of what each subscription plan offers, please visit this link: https://www.omnisend.com/pricing/.
A senior representative has reached out to provide detailed guidance on setting up and making the most of these features. Please check your emails for further instructions, and do not hesitate to respond for more personalized support.
We're here to ensure you have all the tools and assistance you need to succeed with Omnisend. Thank you for your patience and understanding.
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.
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.
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.
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.
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!
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.
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.
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!
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!