Reviews (6,006)

Overall rating
4.7
Counts per rating level
  • 90% of ratings are 5 stars
  • 5% of ratings are 4 stars
  • 1% of ratings are 3 stars
  • 1% of ratings are 2 stars
  • 4% of ratings are 1 stars
What merchants think

Feedback submitted

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.

December 20, 2023

stay away from this app.
After you put your credit card, there is no way to get rid of it.
You can not uninstall. After you install it, there is no way to uninstall.
So, just stay away !
They just inform you the price is bigger, and there is nothing you can do. Paymnets will be made automatically.

iDiamonds - partenerul tău în arta bijuteriilor
Romania
About 1 year using the app
Omnisend replied December 22, 2023

Hello!

Thank you for taking the time to share your feedback with us! We truly value your input and want to ensure a positive experience for all our users. Here are some insights to address your concerns:

Omnisend can be easily uninstalled following Shopify's standard procedure. Head to your Shopify admin, go to Settings > Apps and sales channels, click on Omnisend, and simply select "Uninstall app." It's as simple as that!

We also want to assure you that users can effortlessly cancel their subscriptions and remove payment data anytime. Just refer to our knowledge base for step-by-step instructions, or reach out to our support team. We're here to assist you with a smile!

Lastly, the automatic adjustments based on list size are transparently communicated in our terms of use and knowledge base. We believe in openness and making sure our users have all the necessary details about our pricing structure.

If you have any questions or need assistance, our Support Team is available 24/7 through in-app chat or via email at support@omnisend.com. We're here to help and wish you a fantastic day ahead!

May 16, 2024

When I purchased the play package and was ready to send my EDM, they abruptly terminated my campaign for not paying them an additional $1.45 for mailbox cleanup. Such hidden charges are hilarious, I hope shopify officials review these apps properly, it really gives a bad experience at all, paying an extra fee after paying a fee is not stated in the official app description.

WUBEN.DE
Hong Kong SAR
9 days using the app
Omnisend replied May 28, 2024

Hello there,

Thank you for sharing your feedback. We apologize for the inconvenience and frustration caused by the additional charge for the contact list cleanup. Your experience is important to us, and we regret any negative impression this has given.

Your account was paused due to the high bounce rate of the latest campaign you sent at that time. Once your list was cleaned, your account was restored. Please know that this is not a limitation on our end, nor a means to make you pay extra. High bounce rates can damage your sender reputation in the long run. Additionally, the list cleaning feature is not a hidden fee and is not related to your plan. Any user, regardless of their plan, may need to clean their list if its quality is not good.

A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We are committed to resolving this matter and improving our service.

March 28, 2024

Their "award winning" support is absolutely terrible. Their new review functionality is creating fake contacts and they have zero solutions, but charged my account for over 1,100 additional contacts that aren't real people because of how their system is processing the new reviews import.

For email marketing, the app is nice, but their support and failures with the reviews roll-out makes me want to find something else.

Gootzy Gaming
United States
2 months using the app
Omnisend replied April 1, 2024

Hello there,

We're truly sorry to hear about your frustrating experience. It's disheartening to hear that our support didn't meet your expectations and that you encountered issues with our review functionality. We understand the importance of accurate contact management, and we're eager to address this issue promptly.

A senior agent has reached out to you with more details on the solution we've provided. We genuinely value your feedback, and we're committed to resolving this matter to your satisfaction. Thank you for bringing this to our attention, and we hope to regain your trust in our service.

April 7, 2024

Extremely disappointing experience with Omnisend's customer service. After waiting 30 minutes for a response, all I received was a link to an article that did not solve my problem at all. When I tried to explain that the article was not helpful, they simply ignored me. I am still here, waiting for a solution. It is unacceptable for a customer service to be so negligent and unresponsive.

CholloCursos
Spain
12 days using the app
Omnisend replied April 9, 2024

Hello there,

We're truly sorry for the frustrating experience you had with our customer service. We always aim to provide prompt and helpful support, and it's disappointing to hear that we fell short in your case.

We want to clarify that our agents typically share guided articles to help with general questions, especially those related to specific features in the email builder. However, we understand that your situation required more personalized assistance, and we apologize for any misunderstanding.

I'm pleased to inform you that a senior agent has reached out to you via chat to address your concerns directly. Please feel free to engage with them there, and they'll work diligently to find a solution for you.

Thank you for your patience and understanding.

June 1, 2024

With the free version they do not allow you to remove the watermark and since it is quite large it takes away a lot of professionalism from the store.

TheAnimalFriends
Spain
About 2 hours using the app
Omnisend replied June 3, 2024

Hello there,

Thank you for your feedback. We apologize for any inconvenience caused by the watermark in the free version. We understand that it can impact the professionalism of your store.

Please note that the removal of the watermark is a feature available in our paid plans, designed to help us sustain and improve the free version of our app. We appreciate your understanding and are committed to providing the best experience possible.

A senior representative has contacted you to address the situation in detail. Please respond to their email at your earliest convenience. We are committed to finding a satisfactory resolution and improving our service.

February 10, 2024

horrible couldn't connect to the store. customer support did not reach out to me. they say its a simple set-up but my situation was anything but simple

Shadowrks
United States
11 days using the app
Omnisend replied February 13, 2024

Hello and thank you for taking the time to leave a review!

We're sorry to hear that you've encountered issues while connecting your store. We also noticed that you're already in touch with our Support team, and they've assisted you with store connection.

They found out that the issue is stemming from the custom theme that you're using with the store. Please reach out to the theme developer for more insights on the issue.

April 25, 2024

Very Very Expensive........

Composta Australia PL Abn90633576575
Australia
Over 1 year using the app
Omnisend replied April 29, 2024

Hello there,

Thank you for sharing your feedback with us. We understand your concern regarding pricing and apologize for any inconvenience caused.

At Omnisend, we strive to provide value for our users while ensuring a fair pricing structure. We continuously evaluate our pricing to offer competitive rates in the market.

To help optimize your billing and maximize the value of your investment with Omnisend, a senior representative has reached out to you. They will share best practices regarding audience management to ensure you get the most out of our platform.

We appreciate your feedback and the opportunity to improve. Please don't hesitate to get back to them via email.

Edited September 29, 2024

Après avoir utilisé ce plug-in, le prix du forfait augmentera secrètement sans aucun préavis, de 20 dollars américains au prix le plus élevé de 88 dollars américains. Après avoir posé des questions, aucun frais ne sera remboursé. . C'est complètement déraisonnable, c'est une entreprise frauduleuse ! ! !

fr.xega
China
Over 1 year using the app
Omnisend replied May 27, 2024

Hello there,

Thank you for sharing your feedback. We apologize for the inconvenience you've experienced, particularly with the payment process and customer service interaction. Your experience is important to us, and we regret any frustration this has caused.

We understand your concerns about the payment method and the handling of your subscriber information inquiry. Our team is dedicated to investigating these issues and ensuring a better experience for our users 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 are committed to resolving this matter and improving our service.

April 18, 2024

If you want to donate $60 to them and not get anything in return, and I'm not the first one - (thinking about a class action lawsuit), install the software... and then talk to Robert who won't help you at all, he'll just send you pages unrelated to your requests.

D&J Grinders
United States
About 4 hours using the app
Omnisend replied April 22, 2024

Hello there,

We apologize for the frustration you've experienced. Your feedback is important to us, and we take your concerns seriously. We're dedicated to resolving this issue promptly and ensuring your satisfaction. Our senior support representative has reached out to you; please respond to them in the conversation.

Thank you for your patience and understanding as we strive to enhance our support services.

Edited November 19, 2024

Unfortunately, after being a subscriber for over 8 years, I am forced to give this application a negative review. As a long-term customer, I expect more from this service. The application, unfortunately, has begun to disregard customer loyalty and implement strange policies and techniques that harm the customer's website. Due to a questionable rating from an unknown website, the application has permanently closed my account and blocked my messaging, claiming that I was sending spam. Ironically, the application itself collected the subscriber lists for the mailing list and is responsible for all emails sent. This means that if there is any suspicion of spamming or collecting subscribers improperly, the application itself is the cause (of course, a representative from the application will deny this, but it is the truth). I contacted reputable and well-known websites to evaluate the status of my domain (Shopify, GoDaddy, Cisco reputation check) and they confirmed that there is no problem with the website and they do not know what this website used by the application as a reference (spamhause) is. I have been a customer and subscriber to the application since 2016, which is more than 8 years, and I pay around $250 to $350 or more per month. However, it seems that the application has changed in terms of management or policy, unfortunately, for the worse. Now, after paying for a full package worth $250, my account was blocked after only 3 days of subscription. Strangely, the application refuses to refund the subscription fee. Unfortunately, the application has lost the loyalty of a customer for over 8 years and has received a negative review. I do not recommend this application to anyone and I will do so based on my work in the field of Shopify website development.

Dxfforcnc
United Kingdom
Almost 8 years using the app
Omnisend replied November 21, 2024

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about your dissatisfaction, especially as a long-term customer of over eight years. We deeply value the trust you’ve placed in us, and it’s disheartening to learn about your disappointment.

To clarify, your account suspension was due to your domain being listed on Spamhaus, a globally respected authority in spam prevention. This listing indicates potential issues with subscriber list acquisition or non-compliant practices. To ensure the highest email deliverability rates and protect the integrity of our platform, we are unable to allow sending from accounts associated with domains flagged by Spamhaus.

We understand this can be frustrating and want to assist you in resolving the matter. We’ve previously shared guidance on how to address this listing, as delisting is a critical step for reactivating your account.

Regarding your subscription fee, while we understand your perspective, our terms state that refunds are not provided in cases involving policy violations, including issues related to spam or improper subscriber list management.

We’re truly sorry that this experience has impacted your perception of our service. Your loyalty over the years means a great deal to us, and we’d be happy to support you through the delisting process or address any additional questions you may have.