Marsello: Loyalty, Email, SMS

I was an early adopter of this app on the free plan. They decided to do away with that plan and are asking a min of $1,500 a year to unlock my data (that's a pretty big jump from free!)

It's unfortunate that an app that's supposed to help me build loyalty with my customers would treat their loyal users with such disrespect! I am scared to trust them again even if I did start paying. I don't know how to get my data out so I can keep my promises to my customers.

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.

I've been with Marsello for a few years now and they are constantly looking for ways to improve and add new features. Their support team is amazing with prompt replies. I love that I can integrate our loyalty program with email all in one app! Highly recommend them instead of working with a few separate apps.

Marsello - hands down THE best app - 5/5 communication and incredible value for money compared to competitors they offer many more bells and whistles, any suggestions we've made over the years they have implemented extremely fast. Best loyalty/ email marketing / social app in 1. Well done

Sales and premium onboarding team were great. I am struggling with the Lightspeed POS (R-Series) integration and support is consistently hard to reach and I am struggling to keep hope that we can resolve our issues. I will update this review if we can resolve this.

Although the app itself has great features, the support is the worst I have ever experienced. I have been waiting over a month (close to two) for technical resolution of a problem the Marsello tech caused and they keep blowing me off by rewriting my complaint in their own words or just telling me they are too busy or by not bothering to reply at all for days. If you think you may need assistance with the app, look elsewhere. They re
really not interested in helping existing clients.

While the issue above was resolved, the company randomly claimed that their "prices were too low" and they raised the cost of my subscription by like 1,000%-- it went from about $30 monthly to over $160. So, BEWARE... if you think this it it available at a "good" price, they may decide again to "make their prices match competitors" and mark up what you're paying by orders of magnitude. And at this point, like me, you may find that you're in too deep to change. BEWARE.

Beyond that, their site does NOT work well on mobile. If you're looking for something you can manage on the go, this is not the app for you.

Furthermore, they charge you based on customers but offer no method to determine if those customers are active (even though they have a Lost Customers segment). Once a name is on your list, you pay for it forever, even if it is "lost." They should have an opt-in preset email flow so clients can regularly audit their lists to keep costs low.

I have been with them for almost 10 years (since they were known as COLLECT loyalty). Highly professional team - and Roz and Vicky I have worked with are really great!

The Account Manager, Shanaya, is fantastic and super helpful.

Once you finally get to the top of the queue, queries are thoroughly answered.

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.