Omnisend レビュー 

Omnisend からの回答

2026年10月21日

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.

Omnisend からの回答

2026年10月9日

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.

Omnisend からの回答

2026年9月30日

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!

Omnisend からの回答

2026年9月23日

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 からの回答

2026年9月11日

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!

Omnisend からの回答

2026年9月7日

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!

Omnisend からの回答

2026年9月7日

That's exactly the kind of support experience we aim for every time. Really appreciate you sharing this, and glad it hit the mark!

Omnisend からの回答

2026年9月7日

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!

Omnisend からの回答

2026年9月7日

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!

Omnisend からの回答

2026年9月7日

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!

Omnisend からの回答

2026年9月7日

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!

Omnisend からの回答

2026年8月10日 に更新

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.

Omnisend からの回答

2026年8月7日

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!

Omnisend からの回答

2026年8月6日

"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.

Omnisend からの回答

2026年8月3日

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.

Omnisend からの回答

2026年7月29日

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!

Omnisend からの回答

2026年7月23日

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.

Omnisend からの回答

2026年7月20日

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!

Omnisend からの回答

2026年7月15日

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.

Omnisend からの回答

2026年7月10日

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.