Review Time
I’ve been a paying Klaviyo customer for 9 years. After the Christmas peak, I forgot to downgrade our plan. Our usage dropped, but we continued to be charged at a much higher tier — even though we didn’t use the additional capacity.I hold my hands up — it was my oversight. But there was no cost to Klaviyo, as we didn’t use the extra service. I explained everything clearly and asked if they’d consider a refund for the unused months.They refunded the current month (which hadn't ended yet), but refused to consider the identical previous months. No discussion. No flexibility. Just a copy-paste policy response and a flat “this decision is final.”Even after nearly a decade as a loyal customer, there was zero goodwill. They charged us for services we didn’t use, and wouldn't make it right — even when it would’ve cost them nothing.I can't see a genuine reason for Klaviyo's decision. They would lose nothing by issuing a refund as the services were not used. As a business owner myself, I would not treat a customer this way.If you’re thinking of using Klaviyo, be aware: once they’ve charged you, that’s where the support ends. You’re on your own.
I would like to award more due to the fact of a couple advisors were brilliant and helped me set up a sign up form. This coupled with my own work and looking on YouTube, Casey Luck, i am now fairly proficient on Klaviyo. The truth has always been the product is really good, with the caveat that it currently is not working due to technically issue for the last 48 hours? However it is potluck as to what advisor you get!! I have had live chat so many times, i eventually find a couple of good ones.For this reason i can not give anything more than 3 stars, the level of competency within the support is still really poor throughout tho whole team, some shine brightly, others are awful!Better but only because i have taught myself!!
If I could I would give them ZERO Stars. I have been trying to cancel my subscription for 2 weeks now. No success online nor with their Support. What they advise is useless and does not work.In the meantime they are trying to deduct money from my card.This is straight forward fraud! DO NOT USE THEM!
Klaviyo keeps changing its pricing policies. What used to be a flexible usage-based plan has become a forced subscriber-based model, where you're pushed to pay for inactive profiles. You're left deleting users blindly just to avoid getting overcharged.There’s no real customer support, no one to talk to, and no transparency. It feels like a company that's lost its way — no wonder their stock has dropped so significantly.
Great product, but the worst customer support that doesn’t match the very high price they charge. Every time I have been in touch with support, they either misunderstand, or close the case without resolving the issue. Is it AI-agents answering customer support tickets? This is reason enough for us to look for other options, this is too tiring.
Terrible. I work with it everyday and features are getting worse and worse. They just rolled out making email previews limited. Mmm.. excuse you?! Also, a lot of features don't work- there are ways to choose a background color for each part of an email, but it literally does not work. "Here! Choose an image as background!" Guess what? Doesn't work. I work for a company that refuses to replace Klaviyo because we've been with them for so long, but if you're shopping around, keep looking. Klaviyo will frustrate you so much that you'll consider sending thousands of emails manually lol. NEGATIVE STARS!Edit: THEY REPLIED WITH INSTRUCTIONS TO DO WHAT I JUST SAID I DID *facepalm*. I do know how to add images to the background. IT JUST DOESN'T WORK. Stop wasting my time, you already do that enough!
Nothing but a spam house. They allow their customers to continually spam and harass people while violating their terms of service with no repercussions. I told their abuse alias to make sure one of their customers was never allowed to contact me again using their platform. Rather than make that happen they just unsubscribe you from one of the lists making sure the customer can still harass you so they can keep making money. This has to be one of the most unethical mail providers in the world.
Danielle M. was AMAZING! I was really concerned regarding an issue with our most recent email campaign and I reached out to Klaviyo chat support. Danielle M. was incredibly patient, extremely knowledgeable, and made sure to answer every question I had to ensure I was feeling confident by the end of the chat. It truly was one of the BEST chat experiences I have ever had! Agents like Danielle M. are what keep me using Klaviyo. Danielle is an amazing employee! I am truly so impressed with their chat responses and for taking the time to help me and make me not feel rushed. I wish every chat agent was like Danielle M. - you are lucky to have her working for Klaviyo and representing your company so well!
Error in one of their code files causing issues on client's homepage, as a developer I screenshot and documented everything and contacted support for a solution, was greeted with a customer service rep with an attitude and no solutions, tried to deflect responsibility entirely, told me they didnt know if they could help, just me. After my experience I thought I would check to see, if other customers had similar experiences. It sure looks like it, doesnt it? update: yes they did respond and admitting that the engineers knew about the problem and suggested we install 13 year old obsolete version of jquery to fix the problem, or break the entire app installation with an "updated" manual fix. Great work!UPDATE: Yes you contacted me and asked me to upload a replacement file that broke the entire page, your development admitted they were aware of the issue but had no present patch, and no resolution was every suggested, the client switched server providers as the final workaround.
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