Omnisend Email Marketing & SMS

Switching from Klaviyo is a big move, and it's great to hear the migration went smoothly and the platform feels easy to navigate. Our support team works hard to stay responsive and genuinely helpful, so that feedback is really appreciated. We take the list hygiene feedback seriously, bot-driven contact lists are a real challenge for ecommerce brands and it's something worth getting right. Thanks for taking the time to share both the positives and what could be better!

That's a real compliment coming from someone with high standards for design. We put a lot of work into making customization feel intuitive and genuinely flexible, so this hits the mark. Really glad Omnisend has made a difference for your promotions and sales!

Thank you for taking the time to share your experience. We’re sorry this situation has been so frustrating, especially after moving a large subscriber base to Omnisend and expecting to continue sending at your previous volume.

We’d like to clarify that your Unlimited plan does allow you to send emails to your full contact list. After investigating your campaigns, our Deliverability team found that your SPF, DKIM, and DMARC records were configured correctly. The issue was that Gmail temporarily rate-limited your domain after detecting a sudden increase in sending volume. This is an inbox-provider restriction related to sender reputation, rather than Omnisend blocking your emails or preventing you from using the sending capacity included in your plan. It's not something we can override, but it is something we can help you navigate.

When moving to a new email marketing platform, mailbox providers can treat the new sending activity differently, even when the same contact list and domain were used previously. For this reason, our team recommended temporarily reducing volume and gradually warming up the domain before returning to full-list sends.

Regarding your billing concerns and refund request, these are being handled directly by our team. For privacy, we can’t discuss account-specific billing matters publicly. We do, however, want to be clear that we take accusations such as “scam” or “theft” seriously. The delivery issue experienced here was related to Gmail’s deliverability controls and not Omnisend restricting access to the service you purchased.

Most importantly, we want to help you move forward successfully. Our Deliverability team, Onboarding Manager, and your dedicated Account Expert are all ready to work with you on warming up your domain, rebuilding its sending reputation, and safely scaling back toward your full audience. We’re committed to supporting you through that process and helping set your account up for long-term success with Omnisend.