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Customer reviews: Omnisend Email Marketing & SMS

Develop by Omnisend

Reviews (6,169)

Overall rating
4.7

What Merchants Think

Merchants generally have a positive view of the "Omnisend Email Marketing & SMS" app, primarily lauding its user-friendly interface and exceptional customer support. Many users appreciate its functionality for email marketing and SMS, as well as its integration capabilities, especially for Shopify users. However, the app's pricing changes and nuanced billing practices have led to some dissatisfaction among users.

Key Strengths

  • Excellent and responsive customer support, often highlighted by specific team members such as Mariia, Dilara, and Mathías.
  • Easy-to-use interface that is suitable for both beginners and more advanced users.
  • Effective email and SMS marketing features with powerful automation capabilities.
  • Great integration with Shopify and ease of campaign creation.
  • Helps recover abandoned carts and create engaging newsletters.

Common Concerns

  • Pricing structure is seen as unreasonable by some users, with unexpected cost increases and charges for unsubscribed contacts.
  • Occasional issues with email deliverability, including emails being marked as spam.
  • Some technical processes, such as DNS setup, can be complex for users without technical skills.
  • Lack of full multi-language support and concerns about the usability of the free plan.
  • Instances of delayed or insufficient customer service response.

Final Thoughts

Omnisend is a highly useful tool for businesses looking for an effective email and SMS marketing platform. It is particularly praised for its user-friendly features and outstanding customer support. Despite some challenges with pricing and deliverability, it remains a recommended choice for many e-commerce businesses. Merchants should be aware of the pricing strategy and ensure it aligns with their expectations. Overall, Omnisend offers valuable solutions for streamlining marketing activities.

hypeembroidery

Mar 31, 2025  on Shopify

will charge if unused. make sure to unsub to them.

LyricalMind

Mar 15, 2025  on Shopify

very limited and overpriced email software. doesn't have basic functionality like dynamic discounts and just feels like and old email software overall. Use klaviyo if you want the best. Or use mailerlite or something if want a lower budget one. But DONT use omnisend

YUMIYU

Mar 09, 2025  on Shopify

It's a scam! They kept charging me $800 every month. I had around $1600 SMS credit in my account, I wanted to downgrade my email plan and they took ALL of my credit away!! There is NOWHERE says if you downgraded email plan, your credit will be gone! I paid for $1500 credit! Give my money back!! After talking to their support, Diego, I told him I will upgrade my plan back and just give my $1500 credit back to my account. He said he can not do that, he can only give me $599 credit back??!! In less than 24 HOURS AGO, there were at least $1500 SMS credit in my account, even I told them I will undo the cancellation, they still want to steal my money! This is extremely unfair to the user and it is very unprofessional. Diego is trying to steal my credit. First, there is no alert or info says that I will lost ALL my credit when I click downgrade my plan. Second, even if you undo to downgrade in less than 24 HOURS, they will still take YOUR MONEY! I have been using omnisend for almost a year now, this is extremely unfair and disappointed! I will never recommend this app unless you will use them forever! or they will definitely take your MONEY!!

Papaya Project

Mar 04, 2025  on Shopify

Since the month we installed OMNISEND a lot of users aterted to appear, clearly created by bots. OMNISEND charges per user son they benfit form this bots creating new accounts by the thousands. I investigated online and it has happened to many other stores that start using OMNISEND.

Booze House

Feb 25, 2025  on Shopify

Terrible Customer Support – Avoid This App! If you run into any issues, don’t expect their customer support to be helpful. They take forever to respond and keep making excuses instead of actually fixing the problem. I had an issue where the pop-up form’s background was always transparent, making it unusable. When I reached out for support, they said they would escalate my ticket to a technician, which would take 48 hours. After waiting, I finally got a response—only to be told that my issue was "out of their scope". I've used many apps before and never had this problem. They even tried to shift the responsibility to Shopify, but when I contacted Shopify support, they confirmed that the app provider should be the one fixing it. For what we pay, we should get proper service and a functioning app. Would not recommend!

Tese' Woodworks

Feb 16, 2025  on Shopify

I have uninstalled Omnisend Email Marketing. I still get discount popup on my Shopify site. It does not stop . Every time I open my Shopify site the popup appears. I tried to stop it and uninstall but the popup still appears.I don't want it to appear.

Aurora & Co.

Feb 03, 2025  on Shopify

Awful. The support is absent and it's not working. Of course they provide a reply using chatgpt to try to cover the fact that they are just awful.

Baddies Shop NSJ

Dec 27, 2024  on Shopify

I have truly enjoyed Omnisend system. But the customer service takes days to get something resolved. Which affects the retargeting side of marketing for business.

Vermont Nut Free Chocolates

Nov 28, 2024  on Shopify

Bad customer service. Unreliable email sends.

EqualRXN

Nov 12, 2024  on Shopify

They will increase price for no reason, and stop giving you options to choose. the first time they over charged me by 70 dollars, I contacted them, got a refund, and this time they went from 30 40 a month to 80 a month, WITHOUT notifying me.

Rugaustralia

Nov 06, 2024  on Shopify

THIS APP ALWAYS CHARGE EXTRA MONEY WITHOUT OUR PERMISSION .We are charged additional $69 on Oct 26th except for the $183 monthly billing ,and they told us to give us 180000 credit ,we actually use 18282. TOO EXPENSIVE .NEVER USE THIS COMPANY .

Ohdita

Oct 23, 2024  on Shopify

BE AWARE - they don't disclose this before installing the app. "Kindly note that as of now, the Omnisend logo can only be removed from your Forms and Campaigns if you are subscribed to one of our paid plans, either the Standard or Pro plan." I could maybe go with Omnisend logos showing up on the bottom of an email, but not on a sign-up popup! That makes the free plan pretty much useless. Also, they failed with the first try of communication. After a long wait, I received a quick reply that didn't address all my questions, and then they just stopped responding altogether. I spent an entire day trying to figure out how this app works, but at least I discovered these issues early, giving me the chance to switch to a different app. It makes me wonder, how can you build a business with this kind of customer treatment?

Ctronics

Sep 28, 2024  on Shopify

This is a scam company with fake pricing, and the monthly package fees will increase by themselves.

uk.ctronics

Sep 28, 2024  on Shopify

After using this plugin, the package price was secretly increased without any notice, from 20 USD to 88 USD at the highest. There was no reminder when subscribing, and no refund after I questioned it. This is totally unreasonable, this is a scam company!!!

Littolo House

Sep 18, 2024  on Shopify

These emails are moving to promotions in Gmail which is having less chance of getting it recovered

Harmonique

Sep 15, 2024  on Shopify

Their customer service is really bad, it takes forever for them to answer and even when they do, most of the time it's not clear what they're saying and they always send you to read articles instead of actually wanting to help. and also they chraged me for 10$ idk why, cus im on the free plan!!

Some Mugs

Sep 14, 2024  on Shopify

"In four months, the monthly fee increased from 20 USD to 100 USD. Why are the charges getting higher and higher? No detailed fee breakdown has been provided, nor has any explanation been given as to why the charges keep increasing.

Nina's Finds

Aug 25, 2024  on Shopify

crappy app, suspended my account for no reason and no emails have been going out for lord knows since when.

Citywide Drinks

Aug 21, 2024  on Shopify

I recently downloaded this app for my Shopify website Email Marketing. I have been requesting a demo of the app with no response. I sent several emails asking for help setting up the app no response. I am now thinking of deleting the app and finding an email marketing app with better access to support. if anyone has any suggestions please feel free to let me know thanks.

wilkiedesign

Aug 14, 2024  on Shopify

STAY CLEAR - I would say stay away from this company if you would like customer support. They don’t provide anything but empty promises and ongoing stress. The only lady that has been helpful was the one that set it up but apart from that it’s terrible. They charge you for a subscription you can’t even access and when you ask for a refund they say well it’s because there was still emails getting sent out you still have to pay. ( what a joke because I couldn’t even get access to the account ) went to my bank and forced the refund on Omnisend as it wasn’t suppling the full goods or service I was paying for. And now the stupid company won’t disconnect from my website and keep sending me emails saying I need to pay money for sms credits but they confirm my account has been cancelled and closed off? But no it hasn’t as if I go on my website the automations are still running, but now I’m not paying so what a nightmare. Sort your workflow and customer accounts out as I don’t want to be associated with omnisend anymore. Remove my details and unlink from my website. Enough is enough!!!

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