Reviews (3,185)
A very disappointing experience "migrating" to omnisend. Migration was not smooth and continually delayed by their team despite being promised that this would be handled. When it came time to confirm if our lists had been migrated they had not. They continued to gas light our team until we walked them through why their migration and segments they created for our business were incorrect. No apology and always condescending. Very keen to grab our credit card details as its "company policy" and not able to confirm a go live date. Could not provide any agreement with our custom pricing or terms and conditions for review. Would not recommend to Australian businesses as their support is terrible. Migration was delayed and I was charged by my other email provider due to the two week delay by omnisend.
*** I can confirm that omnisend's response is incorrect and that all lists, segments, flows and forms were not migrated in 3 business days. Multiple errors in the migration including with our master email list, flows and forms were found and this was not resolved by omnisend with ease. They were condsending and reluctant to fix these issues and this took close to 15 business days to resolve. It is disappointing that their response is false and misleading customers instead of apologising for the delay they created. 3 weeks post go live omnisend is not able to confirm a go live date and in fact missed the a scheduled meeting 5 days ago.
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.
