I've had a complex journey with Klaviyo that has left me with mixed feelings. Initially, I was optimistic about our partnership, especially with the platform's capabilities. However, my experience with their billing practices has significantly tainted my perception.The main issue arose with unexpected overage charges at the end of our contract year. Despite our adherence to the contract terms, Klaviyo did not provide real-time billing or adequate notifications for profile overages, leading to a substantial, unforeseen bill. This was a stark contrast to the quarterly invoices we paid diligently, which never hinted at any problems.When we raised our concerns, the responses were often focused on justifying the existing protocols rather than addressing our frustrations. Although the team was polite and the management did engage with us, the overall approach felt rigid and unaccommodating. The emphasis seemed to be on sticking to the contract rather than ensuring customer satisfaction and fostering long-term relationships.It's also worth noting that while the platform allows for usage tracking, the lack of proactive engagement from Klaviyo about nearing profile limits was disappointing. We were informed mid-year that there wouldn’t be immediate billing for overages but weren’t clearly warned about the end-of-year accumulation either.While Klaviyo offers robust features and has potential for great value, their handling of our situation felt more transactional than relational. Moving forward, I will be more cautious and vocal about my experiences, hoping that Klaviyo might someday prioritize customer support as much as they do their software development.UPDATE: Despite being informed that my case would be escalated and that someone would reach out to me, I have not received any follow-up contact from Klaviyo. This lack of response has only reinforced my frustration and disappointment. It seems that promises of escalation and better communication were just empty words, further highlighting the shortcomings in their customer service approach.
