Customer service is absolutely terrible. The experience has been disheartening and only foreshadows what is to come if we stay with them. We just signed up with Marsello and as soon as we became a paying customer, we couldn't get a hold of anyone. BEFORE signing up, I met with several staff members and they all seemed quite eager to help. Support does reply to our emails but the response time is usually about 6 or more hours. Even then, you reply and they don't get back to you for another few hours with a very generic response. How do you expect a business owner to sit tight while being kept in the dark? Customers have already signed up and waiting to use our loyalty program, only to be told it isn't working. This has a negative impact and only serves to discredit our business in the eyes of our customers. 'Ghosting us' speaks to their lack of professionalism as a whole. Their point system is buggy and it is evident. They haven't ironed out all the kinks. EDIT: The issue was escalated and the technical team took over. This are up and running now. EDIT: Now we are experiencing the same issue again and we are being ignored.

Priced out of the app. I was a loyal user of this app, but they increased their rates while decreasing the benefits. As a struggling business, I could not afford the rate increase and lost all access to my customer data, including their loyalty points.

Customer service is absolutely terrible. The experience has been disheartening and only foreshadows what is to come if we stay with them. We just signed up with Marsello and as soon as we became a paying customer, we couldn't get a hold of anyone. BEFORE signing up, I met with several staff members and they all seemed quite eager to help. Support does reply to our emails but the response time is usually about 6 or more hours. Even then, you reply and they don't get back to you for another few hours with a very generic response. How do you expect a business owner to sit tight while being kept in the dark? Customers have already signed up and waiting to use our loyalty program, only to be told it isn't working. This has a negative impact and only serves to discredit our business in the eyes of our customers. 'Ghosting us' speaks to their lack of professionalism as a whole. Their point system is buggy and it is evident. They haven't ironed out all the kinks.

Caution: Unreliable Service and Unresponsive Support We had a very disappointing experience with this company. After dedicating three months to testing their platform, we encountered numerous bugs and technical issues. Despite this, we were charged in full during that entire period. In the first month, we were billed for an API and an additional site, despite not having any additional sites. We raised this issue multiple times but received little to no support. Our main point of contact, Jason McLean, was dismissive of our concerns, repeatedly stating that their company is exceptional and without faults. Unfortunately, their loyalty program was completely unusable due to persistent bugs, and their customer service was slow to respond. When we requested a refund for the services we couldn’t use, we were told that they do not offer refunds, citing their terms and conditions. There is alot more to say about it, but we will leave it here. We strongly advise caution if considering this company.

We were with MARSELLO for a few years and then suddenly we had been charged hundreds more as they charge per customer with their new pricing structure. It is a complete scam and not worth it.

We've been loyal customer with Marsello for over 5 years. We initially singed up for their unlimited plan for $199/month. Out of no where, during the busy black Friday season, they paused our account demanding over $3,000+/mo. The recent change took our store from $199 per month to $3,000+ per month with no benefits. I signed up for unlimited contacts and unlimited emails from the beginning. The price suggested is outrageous as there are many other alternatives available for better prices. This is a shame given our continued business relationship for almost 5 years. It is crazy Marsello would do this to a loyal customer and demand us to pay 15x what we have been paying. I am hugely disappointed. It is extremely frustrating that I have such little time to make changes to a 5 year system, especially with the busy holiday season. Would never recommend this to anyone.