Reviews (5,998)
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 robust free plan, ideal for new businesses aiming to cut initial costs. It integrates smoothly with Shopify, enhancing customer engagement and facilitating repeat business. Features like email automation, customizable templates, and audience segmentation are highly valued. The app also offers tools like pop-up email sign-ups. Merchants commend the responsive customer support and the platform's speed and efficiency.
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THIS APP ALWAYS CHARGE EXTRA MONEY WITHOUT OUR PERMISSION .We are charged additional $69 on Oct 26th except for the $183 monthly billing ,and they told us to give us 180000 credit ,we actually use 18282.
TOO EXPENSIVE .NEVER USE THIS COMPANY .
Thank you for sharing your feedback. We understand that unexpected charges can be frustrating, and we’re here to clarify and ensure transparency regarding your billing.
As with most email marketing platforms, Omnisend’s pricing is based on the number of contacts (subscribers and non-subscribers, we do not charge for unsubscribers), meaning higher contact lists or additionally purchased email credits can lead to added costs. When your account exceeded the included email credits, additional credits were offered and purchased from your side to allow you to continue sending email campaigns, resulting in the $69 charge on October 26th. This charge was solely for the extra credits used beyond your regular monthly allocation.
Our senior support specialist has reviewed each past invoice with you in detail to ensure clarity on your billing history and the options available to optimize your plan. We genuinely appreciate the chance to work with you on finding a solution that better aligns with your needs moving forward.
If you have any further questions or if there’s anything else we can assist with, please don’t hesitate to reach out.
We appreciate you giving us the opportunity to address your concerns and look forward to supporting you moving forward.
They will increase price for no reason, and stop giving you options to choose.
the first time they over charged me by 70 dollars, I contacted them, got a refund, and this time they went from 30 40 a month to 80 a month, WITHOUT notifying me.
Thank you for sharing your concerns with us. We truly value your feedback and would like to provide some clarity regarding how our quarterly plans work and address your billing inquiry.
The quarterly plan you initially subscribed to was a one-time offer that included a 30% discount. Once the 3-month period ended, your account automatically transitioned to a monthly plan based on your contact tier, as the quarterly discount is no longer active.
When you first upgraded, your contact tier allowed up to 4,500 billable contacts, which was priced at $75/month under the discounted quarterly plan. However, we noticed your billable contacts have now increased to 4,510, which has placed your account into the $80/month tier. This change, combined with the shift to a monthly plan, explains the difference in your most recent charge.
Our senior billing specialist has already reached out to you to provide a more detailed explanation and offer a personalized plan based on your needs. Please check your in-app messages or email for further details.
We appreciate your understanding, and we’re here to assist you further if you have any additional questions or need further clarification.
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.
Their customer service is really bad, it takes forever for them to answer and even when they do, most of the time it's not clear what they're saying and they always send you to read articles instead of actually wanting to help.
and also they chraged me for 10$ idk why, cus im on the free plan!!
Thank you for sharing your feedback with us. We genuinely appreciate it and are sorry to hear about your experience.
Regarding your concerns about customer service, we understand the frustration you've faced, particularly with the shipping confirmation challenge. Since we do not have an integration with the third-party app you’re using, we suggested two potential solutions that require a better understanding of certain aspects. The articles we provided contain screenshots and detailed explanations to help clarify these solutions. If you have any follow-up questions, please feel free to ask. Our senior support specialist is currently handling your conversation to ensure you receive the best possible assistance.
As for the $10 charge, we want to clarify that while you are on a free plan, you also have an active SMS credits subscription for $10 per month. This charge is related to that subscription. If you no longer need it, you can cancel it directly in your store settings. Should you require additional instructions or if you would like us to cancel it for you, please let our senior support specialist know, and we’ll handle it promptly.
We’ve also sent a separate email, as it seems you may have missed several in-app messages we've sent that clarify your recent concerns.
Thank you again for your feedback, and we’re here to help!
Bad customer service. Unreliable email sends.
We’re truly sorry to hear that the support we provided fell short of your expectations. We sincerely apologize for the inconvenience caused by the slight delay in delivering your emails. We understand how critical timely communication is, and we deeply regret any impact this may have had on your campaigns.
Please rest assured that the issue was resolved the same day, after a few hours. Following up on the matter, our senior support specialist reached out to offer further assistance and ensure everything was fully addressed.
We are continually working to improve and will take steps to prevent such situations from occurring in the future. If you have any questions or concerns, please don’t hesitate to reach out. Your feedback is incredibly important to us, and we are committed to earning back your trust and improving your experience with Omnisend.
"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.
This is a scam company with fake pricing, and the monthly package fees will increase by themselves.
Thank you for taking the time to share your experience with us.
After investigating the issue, we noticed that you currently don’t have any active plans under your account, though it’s possible that one of your other brands may have an active subscription. We’ve reviewed the following stores: Ctronics, de.ctronics, uk.ctronics, and fr.xega - where reviews were posted, but we couldn’t locate the specific charge mentioned.
We’d like to better understand which pricing you are referring to, as we haven’t been able to identify such a change. Our senior support specialist has reached out to you directly to help identify which store has experienced the price increase and to locate the conversation where you requested a refund, as we were unable to find any record of it.
We want to reassure you that our pricing structure is fully transparent and adjusts based on the number of billable contacts in your account. As the number of contacts increases, the monthly fee adjusts accordingly. On the other hand, if the number of billable contacts decreases, so does the pricing. This flexibility ensures that the cost is directly aligned with your needs and the resources required.
We look forward to your reply and are committed to resolving this as soon as possible. Our customer support team is ready to assist you further and clarify the situation.
After using this plugin, the package price was secretly increased without any notice, from 20 USD to 88 USD at the highest. There was no reminder when subscribing, and no refund after I questioned it. This is totally unreasonable, this is a scam company!!!
Thank you for taking the time to share your experience with us.
After investigating the issue, we noticed that you currently don’t have any active plans under your account, though it’s possible that one of your other brands may have an active subscription. We’ve reviewed the following stores: Ctronics, de.ctronics, uk.ctronics, and fr.xega - where reviews were posted, but we couldn’t locate the specific charge mentioned.
We’d like to better understand which pricing you are referring to, as we haven’t been able to identify such a change. Our senior support specialist has reached out to you directly to help identify which store has experienced the price increase and to locate the conversation where you requested a refund, as we were unable to find any record of it.
We want to reassure you that our pricing structure is fully transparent and adjusts based on the number of billable contacts in your account. As the number of contacts increases, the monthly fee adjusts accordingly. On the other hand, if the number of billable contacts decreases, so does the pricing. This flexibility ensures that the cost is directly aligned with your needs and the resources required.
We look forward to your reply and are committed to resolving this as soon as possible. Our customer support team is ready to assist you further and clarify the situation.
BE AWARE - they don't disclose this before installing the app.
"Kindly note that as of now, the Omnisend logo can only be removed from your Forms and Campaigns if you are subscribed to one of our paid plans, either the Standard or Pro plan."
I could maybe go with Omnisend logos showing up on the bottom of an email, but not on a sign-up popup! That makes the free plan pretty much useless.
Also, they failed with the first try of communication. After a long wait, I received a quick reply that didn't address all my questions, and then they just stopped responding altogether. I spent an entire day trying to figure out how this app works, but at least I discovered these issues early, giving me the chance to switch to a different app.
It makes me wonder, how can you build a business with this kind of customer treatment?
Thank you for taking the time to share your experience with us, and I’m truly sorry to hear that it fell short of your expectations. I understand how frustrating it must have been to discover the Omnisend logo on your sign-up popup and to feel that our response didn’t fully address your concerns. That’s not the experience we aim to provide, and your feedback helps us improve.
The Omnisend logo appears on forms and emails within the Free plan as part of a balance that allows us to provide powerful tools at no cost. With the Free plan, we offer a suite of advanced marketing features – including automations, forms, product reviews, integrations, SMS and push notifications channels, as well as live chat support available 24/7, 365 days a year – all of which can be explored without a paid subscription.
Having our logo on communications created within the Free plan helps us keep it accessible and free, while also allowing businesses to use many of the same capabilities found in paid plans. This way, we can continue supporting businesses of all sizes, including those just starting out, while also offering a seamless upgrade path that removes the logo for those ready to access even more premium features.
I’m sorry to hear that our first response missed the mark; that’s certainly not the standard of support we aim to deliver. As we approach Black Friday and Cyber Monday, our response times might be a tiny bit longer than usual, but please rest assured that we’re doing our best to assist everyone as quickly as possible. If there’s anything we can still clarify or assist you with, please let us know – we’d love the chance to make it right. Thank you again for helping us improve, and we wish you all the best with your email marketing journey.
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.