Klaviyo: Email Marketing & SMS

By far the worst app I have used so far. I am not sure how anyone can give this more than one star.

Too expensive for what you get.
Horrible menue/navigation.
The setup is overcomplicated for no reason.
Even after 2 Klavio experts looked into it, several things are causing problems and are not working properly.
Can't just pause my plan to fix the issues.
The platform is loading very slowly and getting stuck regularly.
It cost us lots of money and we had lots of upset customers.

I had this professionally set up for our business. We had several issues with the system not doing what it was supposed to do.
The first company looked into it and was able to fix some of the issues.
We hired a second Klavio expert who was able to fix a few more, but we were still finding issues where customers get discount emails, follow-up emails, even though they had already completed their purchase.

We tried to pause the plan to fix this - not possible.

We had to delete most of our accounts, which was a nightmare to do with their inefficient system. That should have put us on a free plan until we would have been able to fix the problems, but no, you have to cancel your plan first.
While choosing to cancel our plan only not our account, going through the steps, it deleted our whole account.

$6000 in expert costs of setting up this useless platform - gone!

We used this nightmare for 2 years.

I have been using this app for some time now for multiple webshops.

We do not focus so much on sending email campagnes so using a lower tier plan always was fine for us.

Just before they announched upgraded their plan systems (ofc in a way they would end up making much more), we decided to up our plan ourselves for one store to start creating more campagnes and see if that would stick.

So we got an email saying: our plan is 100 going to 150 with discount 25 = 125. Which is doable.

Now just a few days after all the changes, it appeared that we grow just enough to go up in plan again. which means we are now paying 200 (-25) = 175.

After deleting some sleeping customers it is not able to go back to the plan they told us we would be in.

Basically we went from paying 30 a month to 175 a month in less then half a year.

I guess having tons of customers and earning millions is not enough. Getting it from the small webshops you try to help is the way to go.

I am definitely going to explore sending mails with shopify itself.

Great service and very excited about the big guys trying their best to keep it real.

We initially used the app but removed it after it started sending review emails for past orders without our consent. This time, the reviews widget was unreliable; it would randomly appear or disappear. In fact, nine out of ten times, it was completely missing, even though it was properly installed and customized.

When I reached out to support, they asked for a screenshot or video of the problem. How can I take a screenshot of something that isn’t visible? I ended up providing them with a link to our website, which I found surprising they couldn't locate on their own.

Ultimately, we chose to go with a different app that better meets our needs.

Klaviyo recently sent an email to say that starting February 18, they will change their pricing policy from emails you sent to ACTIVE profiles that you have. Making my current plan 8 times more expensive than what it was before. I was sending emails to 5000 people only but have 30,000 active profiles. I contacted support about 3 tims to try to understand who those 30,000 people were exactly. One staff from the support tells me in order so know if they are good emails, you should make a test and send an email to everyone and than create a segment to be able to find the inactive profiles that I should delete. I did that. Automatically Klaviyo charges me 800$ (I was paying from 60 to 100$ per month for the last 4 years). I contacted support again to understand and lower my plan. I asked for a credit which an agent called Naranjini confirmed that she will give me. I was able to lower the active profiles from 30k to 15k within a week. This was really time consuming for me. Than Naranjini told me to take my time to clear up my list because I was really busy with the daily operations of my business and that the credit will be appled anyways. The ticket opened by Naranjini got closed automatically so I cannot contact her again to follow up with the credit. So I have to open another ticket with someone else and reexplain the whole story. I did it. Than it got transferred to billing. A guy called MATT sent me an email saying that I now do not want to reduce my plan (WHICH IS COMPLTELY FALSE) and because of that no credit will be applied. He is not aware of the isue and has not read my conversaton with Naranjini. In the email he tells me I am using 30k profiles now. Which is also wrong because I have 15k profiles in my account at the moment. He has not taking my request seriously, has not read anything and changes completely from what Naranjini had told me in the chat transcript. After more than 4 years of being a loyal customer, Klaviyo just lost me ... Im going elsewhere

Beware of their predatory billing system. If you accidentally exceed your usage, they automatically upgrade you to a higher package for the entire next month without any warning, notification, or reminder. You have to manually downgrade it yourself or you're stuck with the extra charge.

Even worse, I exceeded my usage on May 2nd and immediately reset it, but they still charged me for overage on May 3rd, applying it to the next billing cycle. This is not just careless—it’s outright deceptive.

What was worse: I contacted to the support and asked for a refund of the $25. They refused. I seldom write a negative review of any business. Klayvio is just absurd. I just hope that any small business owner can find a good alternative. If you do, feel free to share it. I am going to share this post on Reddit as well.

They got greedy! I've been their customer since 2017, and I only send emails every now and then. My only use for Klaviyo is their flows and email forms to automate my business for $25 per month, which includes a 5,000-email allocation. I have 17,000 email subscribers, but I'm not a heavy sender—I only send emails during holidays and sales.

Now, their recent change is forcing me to pay $400 per month—a massive jump from $25—just because of active email profiles. What a shame. They got greedy.

I'm now in the process of switching to a new email provider, and I'm sure there are better options out there. Goodbye, Klaviyo. Hopefully, you rethink this long-term decision because you're losing loyal customers like me.

They Steal Your Money

- They Change their Pricing Policy to Gouge their Customers by going from emails sent to active profiles, raising prices by 2x to 10x
- Despite committing to a plan, they will upgrade you without your consent and charge you

Once you are signed up, the customer support disappears completely. I got a new device, cannot login via MFA, and their solution is for me to contact support, which requires MFA authorization. This app is not user friendly and the support is awful.

Terrible changes to pricing!!! RUN AWAY and save your money! We have been a Klaviyo user for around 3 years now. We have around 13,000 active profiles in our list but we generally never send emails to all active profiles. We are on a 1000 active profile plan which allows us to send 10,000 emails (plan price $30/Month) and we are ok with these numbers. Now Klaviyo decides they want to make more money so on February 18, 2025 they are going to force us to move to a higher plan with 13,000 active profiles with 130,000 email sends automatically (plan set at $300/Month), that's a huge and unjustified jump especially given that we are not utilizing our current monthly email sends limit anyways. Honestly, these pricing changes do not make any sense given that the number of active profiles are simply data points in a database that costs Klaviyo nothing to keep. You should be charged for the number of email sends and not for the number of active profiles in a database. Totally non-sensical and greedy move! Save your money and move to another service at this point honestly.

Been using them for over 3 years. Between the price changes and the declining customer support, not to mention the LOW deliverability that they have, it is not worth it -- save your money and go elsewhere.