Omnisend Email Marketing & SMS

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1. ReplyMay 25, 2026, 07:30

   Thank you for sharing your experience. We're sorry to hear things didn't go as expected - deliverability issues and a buggy editing experience are exactly the kind of issues that can't be left unresolved when your business depends on it. We'd genuinely like to look into what happened, but we haven't been able to identify your account based on the information in your review. Without being able to dig into your account, we can't properly address what went wrong. If you’re open to it, please reach out to us at support@omnisend.com or through the in-app chat. Once we can identify your account, we can investigate the delivery challenges and the campaign editor behavior you experienced, work closely with you to better understand what happened, and provide the guidance and support needed to help restore confidence in your experience with our platform.

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1. ReplyMay 5, 2026, 14:10

   Thank you for taking the time to share your feedback. We're sorry to hear about the difficulties you experienced with the discount code setup, and we understand how important it is for your welcome flow to function properly. After reviewing your account and testing the automation, we found that it's functioning correctly and delivering emails as expected. However, the discount code wasn't displaying because it needs to be created in your Wix store first and then added to the email content block. Our senior support specialist has reached out directly with detailed steps and screenshots showing how to complete this setup, along with recommendations to optimize your workflow and improve deliverability. We're sorry if our previous communication didn't make the solution as clear as it should have been. We'd genuinely appreciate the opportunity to help you get this working smoothly, and our team is here to support you through every step.

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1. ReplyMarch 16, 2026, 15:47

   Thank you for taking the time to share your experience. We’re sorry to hear that your first impression of the platform felt confusing, and we understand that getting familiar with a new platform can feel overwhelming at first. Omnisend is designed to be intuitive, with guided setup steps and built-in templates to help users get started more easily. That said, we recognize that everyone’s workflow and expectations are different, and feedback like yours helps us identify where the experience could be clearer or easier to navigate. After reviewing your feedback, our team reached out to better understand what specifically felt difficult during the setup process. Our goal is to support you in getting the most out of the platform, whether that means reviewing your account together, answering any questions, or guiding you through the setup step by step. If you’re open to it, we’d be happy to walk through this with you and help turn the experience around.

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1. ReplySeptember 2, 2025, 10:52

   We’re truly sorry to hear that your experience with Omnisend has been frustrating. That’s the opposite of what we aim for. We’d really appreciate the chance to better understand what made the platform difficult to use — was it something specific during setup, navigation, or a particular feature? Our customer support team is available via the in-app chat or by email at support@omnisend.com, and we’d love to help clarify any confusion or challenges you’ve encountered. If we could, we’d walk through the platform with you step-by-step. If you’re still open to it, we’re here to support you and make things right.

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1. ReplyAugust 7, 2025, 14:03

   We're really sorry to hear about your experience — that’s definitely not the kind of journey we want anyone to have with Omnisend. Unfortunately, we weren’t able to identify your account based on this review, but we’d truly appreciate the opportunity to look into what went wrong. If you could reach out to us at support@omnisend.com, our team would be happy to investigate the integration issue further and understand what might have caused the problems on Wix. We’d also love to check the emails you were receiving and make sure they stop for good — you deserve full control over your inbox, and we take that seriously. Your experience matters to us, and we'd really like the chance to make it right.

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1. ReplyMay 5, 2025, 12:19

   Thank you for sharing your experience. We’re sorry for the frustration you’ve encountered and appreciate you bringing this to our attention. You’re correct that phone numbers need to be in international format for SMS to send successfully. Wix’s current setup doesn’t enforce this at checkout, which can cause delivery issues. While it may seem simple to reformat numbers automatically, it’s technically complex — phone numbers don’t always match the customer’s location, making it risky to apply country codes by default, which is preventing us from reformatting phone numbers on our end. We understand this isn’t ideal. At present, the best practice is to add a checkout note asking customers to enter their numbers in international format to help ensure successful delivery. We genuinely value your feedback — it highlights important challenges. Please reach out if you’d like help setting this up or have further questions.

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1. ReplyMay 5, 2025, 08:52

   Thank you for taking the time to share your feedback. I’m truly sorry to hear that communication hasn’t been clear — it’s never our intention, and we appreciate you raising it. Unfortunately, without more context, we weren’t able to identify your case to review the conversation and better understand where the misunderstanding arose. We assume you’re referring to the toll-free number (TFN) verification process, which can take up to 5 business days for approval or denial. If denied, we provide a detailed explanation of the reason and steps you can take if re-submission is possible, along with full support to guide you through it. If you haven’t been in touch with support yet, we kindly invite you to reach out via in-app chat or email at support@omnisend.com. Please share the feedback you’ve mentioned here — we’d be happy to clarify any unclear points and assist with your TFN verification needed to send SMS to U.S. recipients.

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1. ReplyApril 29, 2025, 14:11

   Thank you for sharing your feedback with us, we’re sorry to hear about your experience. At Omnisend, to send SMS messages to the U.S., users must complete a Toll-Free Number (TFN) verification as required by U.S. law. This process typically takes up to five business days. Your TFN verification was rejected due to a missing TCPA-compliant SMS opt-in form on your website. Our support team promptly provided instructions to correct this and resubmit. Please note, Omnisend acts as a mediator with the toll-free aggregator. Your SMS credits remain available and could be used for non-U.S. recipients immediately. Once a compliant opt-in form is in place and TFN verified, you’ll be able to market in the U.S. as well. As for cancellation, it can be completed directly in the platform, as our support team explained. We appreciate you bringing your concerns to our attention, and we remain committed to supporting you should you decide to move forward with your SMS marketing efforts.

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1. ReplyFebruary 21, 2025, 09:12

   Thank you for sharing your experience. We understand how concerning unexpected charges can be, and we want to help clarify this for you. Upon checking, the only store associated with your email is currently on a free plan with no billing history. Given this, the origin of these charges isn’t clear, and we’d love to assist in getting to the bottom of it. Our senior support specialist has already reached out via email to gather more details and investigate further. If you have a moment, we’d really appreciate it if you could take a look—we’re here to help and ensure everything is resolved to your satisfaction. We truly value your business and appreciate the opportunity to make things right. Looking forward to resolving this for you!

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1. ReplyJanuary 28, 2025, 15:19

   Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and would love to clarify things for you. The verification of a toll-free US number is required only if you’re planning to send SMS messages to recipients based in the US, as per US regulations. This requirement doesn’t apply to messages sent to recipients in other countries. For non-US destinations, you won’t need to verify a toll-free US number, and the sender’s phone number will depend on the recipient’s country. In some cases, you can even specify a sender name that will appear on your contact’s phone. We understand that setting things up can sometimes feel complex. To help with this, one of our senior support specialists has already reached out to provide a detailed explanation and assist you with any challenges. It would be our pleasure to guide you through setting up your account and getting started with Omnisend. We’re committed to making this right and look forward to your reply.

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1. ReplyJanuary 20, 2025, 12:21

   Thank you for bringing this to our attention and sharing your experience. We’re sorry for the frustration this has caused you. From what we've seen, it seems there might be an issue with how the contact details (such as the phone number or email address) were formatted during entry. No worries — our senior support specialist has already reached out to investigate and resolve this for you. We’re committed to ensuring everything works smoothly and look forward to working with you to address this issue and improve your experience.

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1. ReplySeptember 18, 2024, 10:28

   Thank you for taking the time to share your feedback. We're sorry to hear that you found the platform challenging to use and experienced reliability issues. We strive to make Omnisend both user-friendly and dependable, so your comments are concerning. We’re always looking to improve, and your experience is important to us. If you could kindly reach out to our support team at support@omnisend.com - we’d appreciate the opportunity to gather more details, further assist you, and pass your feedback on to our product team. Your input is valuable in helping us improve the platform for all users.

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1. ReplyAugust 15, 2024, 12:28

   Hello there, Thank you for sharing your experience with us. We're sorry to hear that you faced issues with your open rates while using Omnisend. Email deliverability can be impacted by various factors, and we'd love to help investigate what might have gone wrong. Our deliverability experts are ready to look into your account and see if there’s anything specific that caused the low open rates. Sometimes, small adjustments can make a big difference. If you're open to it, we’d appreciate the opportunity to review your campaigns and provide guidance on improving your results. Please feel free to reach out to our support team, and we’ll ensure that a senior agent assists you promptly. Thank you again for your feedback, and we hope to have the chance to better serve you in the future.

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1. ReplyAugust 12, 2024, 09:50

   Hello there, Thank you for sharing your feedback and experience with our app. We understand how frustrating it must have been to encounter issues right after installation, and we sincerely apologize for any inconvenience caused. Please know that your ticket is being handled with priority. Given the complexity of the situation, a thorough investigation is mandatory to ensure a proper resolution. We understand the importance of your time and appreciate your patience as we work to resolve this matter. Once we have an update from the relevant teams, a senior agent will reach out to you with further details. We're committed to finding the best possible solution for you, and we hope to regain your trust in our service. If there’s anything else you would like to discuss in the meantime, please don’t hesitate to reach out.

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1. ReplyAugust 6, 2024, 13:03

   Hello there, Thank you for your feedback. We apologize for the inconvenience and frustration you've experienced with our service. We understand your concerns regarding constant errors and the value for money. Unfortunately, we are unable to identify your username on our end. We kindly ask you to reach out to our support team at support@omnisend.com so we can address your issues promptly and effectively. We appreciate your understanding and look forward to assisting you in resolving these matters.

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1. ReplyAugust 6, 2024, 12:40

   Bonjour, Merci pour votre retour. Nous sommes désolés d'apprendre que vous avez rencontré des problèmes avec notre application et que vos clientes ne recevaient plus leurs alertes SMS. Nous comprenons à quel point cela est important pour vous afin d'éviter les oublis de rendez-vous. Nous souhaitons également vous assurer que nous avons un service client disponible pour vous aider. Un agent senior vous a déjà contacté pour discuter de ce problème plus en détail. Nous vous prions de bien vouloir répondre à son email pour que nous puissions vous assister au mieux. Nous apprécions votre patience et votre compréhension. Nous sommes déterminés à résoudre ce problème et à améliorer votre expérience avec notre service.

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1. ReplyJuly 11, 2024, 11:04

   Hello there, Thank you for sharing your feedback. We apologize for the inconvenience and frustration you've experienced with our service. We understand the importance of timely reminder texts and regret that you've encountered issues with setting the time and message delivery. Our team is here to help resolve this matter. A senior representative has reached out to you to assist with this issue. Please respond to their email at your earliest convenience so we can ensure your system is working correctly and provide the support you need. We appreciate your patience and understanding as we work to improve your experience with our service.

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1. ReplyApril 29, 2024, 07:13

   Hello there, Thank you for sharing your feedback with us. We're glad to hear that you find our app great, but we deeply regret any frustration caused by our charging policy. Ensuring transparency and fairness in our practices is paramount to us. We understand your concerns and would like to address them promptly. One of our senior representatives will be reaching out to you shortly to discuss this matter further. Please feel free to engage with them via chat at your earliest convenience. Thank you for bringing this to our attention, and we appreciate your understanding as we work to improve our services.

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1. ReplyApril 18, 2024, 07:23

   Hi there, Thank you for reaching out and sharing your experience with us. We truly value your feedback. We're sorry to hear that you found the process confusing. Your interactions with our team have been positive so far, and we apologize if there was any confusion along the way. To address your concerns, our senior specialist has reached out to you to provide assistance and clarify how you can verify your number and get your SMS messages up and running smoothly. Please take a moment to check your chat and get back to them at your earliest convenience. We're committed to ensuring that you have a seamless experience and are here to help every step of the way. Thank you for your patience and understanding.

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1. ReplyMarch 27, 2023, 21:24

   Hi! Thank you for taking the time to review our app! It's unfortunate that you didn't enjoy your user experience, and we're sorry to see you go. With that in mind, we're pleased to hear that our Support Team assisted you in obtaining a refund. If you decide to return to us, please do not hesitate to contact us via In-app chat or email at support@omnisend.com. Have a wonderful day!

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1. ReplySeptember 29, 2022, 10:27

   Very sorry for the trouble you are facing. Our support team is ready to help you out and resolve the issue. Please contact us at support@omnisend.com and our 24/7 support will help you out.

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1. ReplyJune 9, 2022, 08:59

   Hi there, Thank you for your review and feedback :) We're sorry to hear about your issue and we would be happy to check on the situation further. Could you reach out to our support team at support@omnisend.com or via live chat? We'll gladly investigate the issue from there. Looking forward to your reply!