Omnisend Email Marketing & SMS

Thank you for sharing your experience, and we completely understand why the lack of explanation made this feel concerning.

We’d like to address one concern very clearly: the decision regarding your account was entirely unrelated to your business serving or selling products to the LGBTQ+ community. Omnisend does not restrict access to our services on the basis of the communities a business serves, and we’re sorry that the lack of detail around the decision left room for that concern.

Our system automatically flags certain accounts during the onboarding stage based on signals our compliance tools detect. These signals are entirely unrelated to what a business sells or who it serves. After a manual review by our Compliance Team, a decision was made not to proceed — and while we recognize how frustrating it is to not receive a specific reason, we're unable to share the details of internal compliance investigations. That's not a policy we take lightly, but it's one we apply consistently to all accounts.

We appreciate you raising this concern and giving us the opportunity to clarify it. We want you, and anyone reading this review, to feel confident that the community a business serves was not a factor in this decision. While there are limits to what we can disclose about individual compliance reviews, our team remains available should you have any further questions.

Thank you for taking the time to share your experience. We’re sorry to hear that the migration process left you feeling frustrated and that our communication did not meet your expectations.

Our migrations team completed your full Klaviyo migration, including flows, segments, lists, forms, templates, and contacts, within 3 business days of your migration form submission. After confirming completion, our team continued working with you over the following two weeks to investigate the additional concerns raised about your lists and segments. Throughout that process, we provided screenshots, reinitiated contact syncs multiple times, and extensively cross-referenced your Klaviyo and Omnisend setups to identify and address any potential discrepancies. While our reviews did not identify missing migration data, we continued investigating the areas you were concerned about and making additional adjustments where possible. We genuinely wanted to get this right for you and continued working closely to validate the setup and help ensure you could move forward with confidence.

Regarding billing, a custom pricing arrangement had been prepared for your account based on the plan discussed with our team prior to migration. As custom plans cannot be activated through the standard self-service upgrade process, billing details were required for our team to apply the agreed pricing and complete the activation on our side. We understand that this process differs from a standard plan upgrade and may not have been what you expected.

Throughout this process, our priority has been to provide the support needed to make your transition to Omnisend as smooth as possible. We genuinely care about setting our customers up for success, so we regret that the support and additional work provided did not leave you feeling that way. Our team remains available to continue working with you directly and address any outstanding questions about your migration, account setup, or billing.

A long-term customer saying they can't recommend us enough? That truly means a lot to us, genuinely 🙌
It's great to hear the platform and our support team have been pulling their weight for your business. We're glad to be part of your journey and look forward to keeping that standard up.