Reviews (3,183)
We wanted to give Omnisend a try. We installed it, connected our domain and DNS records, and imported about 100 contacts—all of whom had opted in through our Shopify store.
Before we ever sent a single email, Omnisend froze our account. We answered their compliance questions, but they ultimately told us they had decided to “reserve our right to deny our services” and “reserve the right not to disclose” why.
Since we never sent an email, there couldn't have been a spam or abuse issue. That leaves us wondering what exactly they found objectionable about our business.
We sell T-shirts to the LGBTQ+ community. Perhaps that's completely unrelated—but refusing to provide any reason whatsoever certainly makes the situation feel suspicious.
A very strange and disappointing experience.
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.
