Marsello: Loyalty, Email, SMS

Disappointing Experience — Overpriced, No Refund, Poor Support

We had a very bad experience with Marsello. They charged our business $300 CAD even though we never got to use the app. When we reached out within 30 days, explaining that we found their service too expensive for their poor features and wanted a refund, they outright refused.

Their customer support was unhelpful and dismissive. Despite the fact that we hadn't benefited from the platform, they kept the full payment — which feels like they simply took our money without delivering value. For a loyalty program, their pricing is overrated and the service (poor features) does not match the cost.

I strongly do not recommend Marsello to any business. Poor policies, bad customer experience, and no flexibility. Be careful before signing up — they do not stand behind their product.

Marsello has really improved and took into considerations our product requests. Martin does an excellent job communicating which is rare from other loyalty programs. The shopify integrations have improved. I highly recommend Marsello. We have tried every loyalty program on shopifys app store and they fit our needs best considering we lean heavier on in-store retail vs e-comm.

Priced out of the app. I was a loyal user of this app, but they increased their rates while decreasing the benefits. As a struggling business, I could not afford the rate increase and lost all access to my customer data, including their loyalty points.

Customer service is absolutely terrible. The experience has been disheartening and only foreshadows what is to come if we stay with them. We just signed up with Marsello and as soon as we became a paying customer, we couldn't get a hold of anyone. BEFORE signing up, I met with several staff members and they all seemed quite eager to help. Support does reply to our emails but the response time is usually about 6 or more hours. Even then, you reply and they don't get back to you for another few hours with a very generic response. How do you expect a business owner to sit tight while being kept in the dark? Customers have already signed up and waiting to use our loyalty program, only to be told it isn't working. This has a negative impact and only serves to discredit our business in the eyes of our customers. 'Ghosting us' speaks to their lack of professionalism as a whole. Their point system is buggy and it is evident. They haven't ironed out all the kinks.
EDIT:
The issue was escalated and the technical team took over. This are up and running now.
EDIT:
Now we are experiencing the same issue again and we are being ignored.

The loyalty rewards program we offer through this app is highly valued by our customers, especially frequent shoppers. Recently, I needed help on short notice to make a special promotion work. John from the customer support team stepped up and took care of everything promptly, much to my relief. I highly recommend this application.