I cannot say enough good things about the customer service we have received from Omnisend! Melanie, Ruddy, and Ally have been absolutely wonderful to work with. All three have been incredibly kind... Se mer
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För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
UPDATE 9/23/26: We've been unsuccessful in getting any meaningful assistance from omnisend. The reply here, for the world to see, does not resolve any of the issues we continued to experience... Se mer
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Honestly, big shoutout to our customer success manager, every quarterly call feels like catching up with someone who actually gets our business. Very helpful suggestions, always on the point, not just... Se mer
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Omnisend provides a very reliable platform. While there is still room for improvement, they genuinely offer one of the best marketing tools for e commerce stores. The most important thing for m... Se mer
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Företagsinformation
Skrivet av företaget
Omnisend is an email and SMS marketing automation platform built for ecommerce from day one. More than 150,000 online brands use Omnisend to turn customer behavior into revenue on autopilot, returning an average of $79 for every $1 spent.* Connect your store in minutes, no developer needed. Pre-built flows for cart abandonment, welcome series, and back-in-stock alerts, 250+ email templates, popups, and global SMS and web push from the same platform. Describe a segment in plain language and get it instantly, or connect Omnisend to ChatGPT or Claude to run performance checks and draft campaigns in one conversation. Live chat and email support around the clock on every plan, in 6 languages. Big-platform features, up to 35% less. And if you switch, every list, flow, and template is moved free in 5 days. Refreshingly boring, in the best way possible.
Kontaktuppgifter
Saint Katharine's Way 1, E1W 1YL, London, Storbritannien
- support@omnisend.com
- omnisend.com
4,4
Utmärkt
510 omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
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Approximately $20,000 in disputed SMS…
Approximately $20,000 in disputed SMS charges—and no substantive explanation
Our business received approximately $20,000 in SMS credit charges that we dispute. Omnisend described them as automatic refills, but our review of automation and campaign reports has not identified SMS activity that explains the amount.
We sent a formal written dispute requesting a detailed billing reconciliation and authorization records. After approximately 48 hours and repeated follow-ups, we still had no substantive written response. A representative said he was emailing us immediately; 15 hours later, nothing had arrived.
We have filed credit card disputes. As of this review, the matter remains unresolved.
For a billing issue this serious, the lack of timely communication is unacceptable. I recommend other businesses closely monitor SMS charges, automatic upgrades, and spending limits.
15 oktober 2026
Omdöme utan inbjudan
Svar från Omnisend
Thank you for sharing your experience. We understand how concerning unexpected SMS charges can be, especially when they have a significant financial impact on your business. We’re sorry for the frustration caused by this situation and the time it has taken to address your concerns. Given the complexity and exceptional nature of this case, our team has needed additional time to thoroughly review the circumstances and ensure that all relevant details are carefully considered.
Our investigation identified automated bot activity originating from an external third party that targeted a signup form and triggered SMS messages. Unfortunately, this type of malicious activity can affect businesses across different platforms and is outside Omnisend’s direct control. While the activity was not initiated by Omnisend, the resulting SMS messages were processed through the platform and incurred actual delivery costs.
SMS credits and automatic refills are charged according to the settings enabled on an account. This feature is designed to ensure uninterrupted SMS delivery without requiring separate approval for each refill. However, we recognize that the circumstances surrounding this activity were exceptional, and we’ve been working with you directly to review the situation and explore a fair resolution.
We recognize the impact this situation has had on your business, and we want to ensure your concerns receive the attention and consideration they deserve. Our Billing team, along with the other relevant teams involved in reviewing your case, is in direct communication with you to address your outstanding questions, carefully consider the circumstances, and work toward a fair and reasonable resolution. To protect your privacy, we’ll continue discussing account-specific details, billing information, and any potential next steps directly with you rather than sharing them publicly here on Trustpilot.
We genuinely value the relationship we’ve built with your business over the past several years and appreciate the trust you’ve placed in Omnisend throughout that time. We understand that situations like this can affect that trust, and maintaining a positive, long-term relationship with your business is important to us. We appreciate your patience as we work through this matter and remain committed to finding a constructive way forward.
Great platform, easy to use, wonderful customer service!
I cannot say enough good things about the customer service we have received from Omnisend! Melanie, Ruddy, and Ally have been absolutely wonderful to work with. All three have been incredibly kind, patient, helpful, and understanding throughout the entire process. They have gone above and beyond to answer our questions, walk us through everything, and make sure we feel confident and supported every step of the way.
It is so refreshing to work with people who genuinely care about their customers and are willing to take the extra time to help, no matter how many questions we have! Their patience, kindness, and willingness to help have made what could have been an overwhelming process so much easier and more enjoyable. We have never felt rushed or like any question was too small, and that means so much.
We are extremely pleased with our decision to switch to Omnisend so far and are excited to see what else the platform has in store for us!
5 oktober 2026
Omdöme utan inbjudan
Svar från Omnisend
What a wonderful thing to read! Reviews like yours remind us why getting customer support right matters so much, especially when you're navigating a platform switch. Our team genuinely loves going the extra mile, making sure no question feels too small and no step feels rushed. That kind of patience and care isn't just a nice touch, it's core to how we believe ecommerce brands should be supported. It's exciting to hear you're already pleased with the decision and looking forward to what's next. As you dive deeper into Omnisend's email and SMS automation tools, we're confident you'll keep finding features that make running your marketing easier and more effective. And whenever you need us, we're right here to support you.
Real Time Support
very helpful real person with AI support in real time in Aus.
29 september 2026
Omdöme utan inbjudan
Svar från Omnisend
Having both real people and AI in your corner when you need help is something we take seriously, so this is great to hear. Appreciate you taking the time to share it all the way from Australia!
NIGHTMARE - Major spam and spoof issues caused by Omnisend
UPDATE 9/23/26: We've been unsuccessful in getting any meaningful assistance from omnisend. The reply here, for the world to see, does not resolve any of the issues we continued to experience. Live chat does not reply with resolutions. There is no phone support. No way to get our email address removed from their system. We are being held hostage by omnisend while they fail to help.
The SPF record you are required to enter for omnisend causes major spam or spoof emails.
Google had us remove their SPF record, which resolved the spam issue.
Unbeknownst to us this caused omnisend to stop sending our flows for 60 days. No notification from omnisend, but they sure kept billing us.
Suport regarding this issue with Josh Hargett was so frustrating we have decided to move away from omnisend entirely.
19 september 2026
Omdöme utan inbjudan
Svar från Omnisend
Thank you for taking the time to share your experience. We’re sorry this situation has been so frustrating, particularly with the volume of messages reaching your inbox and the disruption to your automations. We also regret that your initial support experience didn’t make an already difficult situation easier to navigate.
Given the seriousness of your concerns, our Deliverability team reviewed the case in detail. The messages reviewed were bounce notifications resulting from your email address being spoofed as the sender of messages sent elsewhere. In this type of spoofing, someone external can forge a domain in the “From” field without needing access to the mailbox, website, or Omnisend account. When those messages cannot be delivered, failure notices can be returned to the address they falsely claimed to originate from.
An SPF record does not generate spam, provide access to a mailbox, or enable someone to send through an Omnisend account. It tells receiving mail servers which services are authorized to send email on behalf of a domain. We do understand why the timing made the issue appear directly connected to the SPF change. With the previous, stricter configuration, unauthorized messages could be rejected earlier in the delivery process, before a bounce notice was generated. Changing the configuration affected how some receiving servers handled those messages, which could make the existing spoofing activity visible through bounce notifications.
To help address the underlying issue, our team has recommended strengthening DMARC enforcement, which is designed to help receiving servers handle messages that falsely claim to come from your domain. We’ve also requested the original email files with their full routing information so our Deliverability team can investigate the source further and provide the most appropriate guidance.
We also recognize your concerns about your automations stopping after Omnisend was no longer included in your domain authentication, as well as the communication, billing, and support experience surrounding that period. These account-specific concerns are being reviewed directly with you to ensure they receive the proper attention.
We appreciate the time you’ve spent raising these concerns, and we want you to know that your experience matters to us. While our investigation indicates that Omnisend did not cause the underlying spoofing activity, we understand why the timing and volume of these notifications led you to connect the two. We remain committed to supporting you, addressing the concerns you’ve raised, and ensuring you receive the level of attention and assistance you expect from our team.
Omnisend has been so wonderful with our…
Omnisend has been so wonderful with our account migration and has handled it all, has been so responsive and supportive with any questions we've had. Highly recommend. Ruta is our account manager and has been AMAZING.
7 september 2026
Omdöme utan inbjudan
Svar från Omnisend
Account migrations can be stressful, so it's great to hear yours felt smooth and well-supported throughout. That's exactly the experience we want every customer to have. We genuinely appreciate the recommendation and look forward to supporting your continued success with Omnisend!
Omar is fantastic!!!
Omar is fantastic! Wealth of information, great customer service and respectfully follows up at the perfect time. 5-stars.
3 september 2026
Omdöme utan inbjudan
Svar från Omnisend
Great support knows when to check in and when to give you space, so it's great to hear that balance felt right. Really appreciate the 5 stars and the kind feedback!
Clear instructions and stepped in to resolve the issue
Clear instructions, patient and very knowledgable.
1 september 2026
Omdöme utan inbjudan
Svar från Omnisend
That's exactly the kind of support experience we aim for every time. Really appreciate you sharing this, and glad it hit the mark!
I really recommend Omnisend for its excellent product and service.
Joining Omnisend has been an excellent decision. The integration with our Shopify store has been seamless, and the webinars have been informative and action-oriented. Rūta got us started on our journey and she has been of great service. I really recommend Omnisend for its excellent product and service.
25 augusti 2026
Omdöme utan inbjudan
Svar från Omnisend
A seamless Shopify integration and the right guidance from the start really do set the tone for success and everything that follows. So glad the webinars have been useful and that you've felt well supported along the way. Thanks for the recommendation, it genuinely means a lot to us!
Very helpful
Very helpful, very open-minded, and someone who was willing to dive into the weeds of my problems
19 augusti 2026
Omdöme utan inbjudan
Svar från Omnisend
That kind of hands-on support makes all the difference, and it means a lot to hear it landed that way. We genuinely care about getting into the details with you, not just pointing you to a doc. We'll keep working hard to earn that fifth star. Thanks for sharing this!
The staff are genuine people so you…
The staff are genuine people so you dont have to chat to a bot when you have questions! They are always very wiling, patient and thorough when they help you. The system is as easy as it can be once you get the hang of it.
13 augusti 2026
Omdöme utan inbjudan
Svar från Omnisend
There's real value in knowing a person is there when you need one, and it's great to hear our team delivers that consistently. It's great to hear the platform feels easy to work with once you're in the flow of it. Thanks so much for sharing this!
Burak was great at handling my…
Burak was great at handling my questions. It was very confusing to set up but he helped me through everything step by step. He had a lot of patience and took the time to help me out. *****
11 augusti 2026
Omdöme utan inbjudan
Svar från Omnisend
Step-by-step support when things feel confusing is exactly what makes or breaks the experience. Really glad it clicked in the end and that you felt taken care of throughout. Thank you so much for the 5-star review!
Migrating marketing apps is usually a…
Migrating marketing apps is usually a complete nightmare when your Shopify theme has as much custom logic as ours does. I was seriously dreading the move. But the Omnisend team actually took the time to look at our specific setup before transferring anything.
I hit one technical snag trying to build out our post-purchase flows, and Mathias from support emailed me back in literally two minutes to fix the integration on the spot. We got everything dialed in without adding a single second of site bloat or messing up the checkout flow. It is incredibly rare to find a platform with support that actually understands the backend. Solid addition to the stack.
9 augusti 2026
Omdöme utan inbjudan
Svar från Omnisend
Migrations with complex setups are genuinely tricky, so it's great to hear the team took the time to understand your specific configuration before proceeding with the transfer. Getting your post-purchase flows running without impacting site speed or checkout flow is exactly the kind of outcome we aim for. Really appreciate the detailed review. Getting the foundation right from the start is what sets stores up for real, sustainable results.
The integration went smoothly
The integration went smoothly, they took care of everything. My setup was unique and Omnisend took the time to understand what I had setup, and then migrated it.
5 augusti 2026
Omdöme utan inbjudan
Svar från Omnisend
Unique setups deserve that extra attention, and we're glad the team took the time to fully understand yours before reproducing it in Omnisend. That's exactly the kind of migration experience we want every merchant to have. Your setup is built to scale, and we're here to support that growth every step of the way. Thanks for sharing your experience!
Excellent service as always
5 augusti 2026
Omdöme utan inbjudan
Svar från Omnisend
"As always" is the part we love most - thank you! Reliable support is something we take seriously, and it's great to know it's making a difference for your store.
I tahnk Omnisend Agent for them quick…
I tahnk Omnisend Agent for them quick answer for resolving problem and verification
1 augusti 2026
Omdöme utan inbjudan
Svar från Omnisend
Quick resolutions matter, and we're glad our team could get things sorted for you fast. Thanks for taking the time to share this! We're always here when you need us.
The experience was great and their…
The experience was great and their migration and account team were very helpful. They answered all my questions and concerns and made sure I was taken care of throughout the whole onboarding process.
28 juli 2026
Omdöme utan inbjudan
Svar från Omnisend
The onboarding experience really does set the tone, and it sounds like our migration and account teams delivered exactly what they should. Glad every question and concern was handled along the way. We're here to make sure that support continues as you grow with Omnisend!
I wanted to open an account here.
I wanted to open an account here.
According to their own terms of service, tele health (which i'm operating) is allowed. They even have a full page dedicated on how important e-mail marketing is when running a tele health brand.
As context: my brand is fully legit and even registered with the dutch government, which is verifiyable in public sources, we work with the most famous dermatologist in the country and a reputable pharmacy.
After having had to wait for 30 hours to get a reply. We simply got the following:
''Hi Casper!
I'm Beran, one of the senior agents at Omnisend, stepping in for my colleague.
I am here with an update for you:
After further investigation, our Compliance Team has decided not to proceed with the unpausing of your Omnisend account. A decision has been made to reserve our right to deny our services. We reserve the right not to disclose the results of our investigation/review.
I wish you the best of luck with your business.''
Crazy. They just ban you without any reason. That's how they treat new prospects.
UPDATE: their reply:
Hello Casper, This is Diego from Omnisend.
I hope you're doing well!
The nature of your business does not make you ineligible to use Omnisend unless it falls under the activities outlined in our Acceptable Use Policy This is not the case for your business.
However, while we've completed our review, we're unfortunately unable to share the details or results of our internal investigation. I understand you're eager to receive more information, and I'm sorry for the disappointment, but we're not able to disclose anything further regarding this matter.
Thank you for your understanding.
23 juli 2026
Omdöme utan inbjudan
Svar från Omnisend
Thank you for taking the time to share your experience. We’re sorry to hear that the outcome of the review left you feeling disappointed, and we understand how frustrating it must have been not to receive the level of detail you were hoping for.
We appreciate that you provided extensive information about your business and engaged with our team throughout the review process. As confirmed in our latest communication, the nature of your business itself is not what made it ineligible to use Omnisend, provided it does not fall under the activities outlined in our Acceptable Use Policy.
That said, our Compliance team completed a broader internal assessment and ultimately decided not to move forward with the account. While we understand your request for a detailed explanation, we are not able to disclose the findings or criteria behind internal compliance reviews. This approach is applied consistently across all accounts and is part of how we protect the integrity and security of our platform.
We understand that this may not be the answer you were hoping for, and we appreciate you sharing your perspective. We sincerely wish you and your business continued success, and thank you again for taking the time to provide your feedback.
Pauline Great Support
Pauline Great Support
She was very supportive and it shows good knowledge about my request. It helps helps me to feel more confident with Omnisend.
Thank you
20 juli 2026
Omdöme utan inbjudan
Svar från Omnisend
Feeling confident with the platform is such an important part of getting real results, and we're glad our team helped you get there. It's great to hear the support was both knowledgeable and reassuring. Thank you for taking the time to share your experience!
asked for a support with the system and…
asked for a support with the system and have been advised to use the Ai
13 juli 2026
Omdöme utan inbjudan
Svar från Omnisend
Thank you for sharing your experience. We’re sorry that our suggestion to use the AI segment builder made you feel that you were not receiving the proper direct support you expected.
To give some context on the AI suggestion: our segment builder is a native Omnisend feature designed to generate a working segment draft based on your goal, so you're not starting from scratch. Our agent suggested it as a time-saver, not as a way to redirect you elsewhere. That intent clearly didn't come through, and we understand why that felt frustrating.
Our team also provided direct guidance on the initial condition required to target customers who had placed an order and remained available to review, adjust, or create the segment based on your specific setup. We recognize that we could have explained more clearly why we suggested an AI approach and moved more quickly to hands-on guidance when the suggested segment did not meet your expectations.
We appreciate you flagging this and will use it to improve how we communicate our tools during support interactions. More importantly, we'd genuinely like to make this right and remain available to work through the segment setup with you directly, to make sure it's configured correctly for your intended audience.
Worst email marketing platform in the…
Worst email marketing platform in the world.
There is SO much basic yet ESSENTIAL functionality missing that it renders this tool extremely limited and frustrating to use.
I.e - can't edit the steps a contact will receive in a live workflow, can't move contacts from one workflow to another after they've finished, can't save the entire campaigns as a template which includes subject lines, sender information, flawed segmentation logic, etc.
8 juli 2026
Omdöme utan inbjudan
Svar från Omnisend
Thank you for taking the time to share such direct and detailed feedback. We’re sorry to hear that the limitations you encountered made Omnisend feel frustrating and prevented you from managing your campaigns and automations as efficiently as you expected.
Our support team has reviewed each of the points you raised and shared practical workarounds to help address the limitations you encountered. At the same time, we recognize that workarounds are not always a substitute for the smoother, more flexible functionality you were looking for. Your feedback regarding live workflow editing, connecting automation journeys, campaign templates, and segmentation has been documented and passed to the relevant product teams.
We genuinely want to better understand the limitations you’ve experienced, including any additional issues that may not have been fully covered in the existing conversation. Customer feedback plays an important role in how we continue to develop Omnisend, and every month we release improvements and new functionality shaped by our customers' needs and experiences.
Thank you again for being candid with us. Our support team remains available and would welcome the opportunity to continue working through your concerns and help make your current setup as effective as possible.
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