Stay away or be warn
I am beyond frustrated with Dynosend. After years of purchasing apps through AppSumo, this has to be the worst experience we've ever had. We imported around 500 test contacts from our Mailchimp e-commerce database and sent out a newsletter, only to be blindsided by an 11% bounce rate. We’ve never had issues like this with Mailchimp!
What really irked me was how Dynosend sent out all the emails at once within a minute, unlike Mailchimp, which spreads it out more responsibly. This morning, we received a termination notice from Dynosend, citing a violation of their TOS because of that 11% bounce rate. Seriously?! They didn’t even bother to give us a warning or any guidance on how to handle bounced emails before yanking our account.
Yes, there's the 60-day refund option through AppSumo, but that doesn’t change how utterly disappointing this whole experience has been. It’s crucial for companies to communicate better and offer proper support in situations like this. Instead, we're left scrambling for our money back while Dynosend just brushes us off. What a mess!
Idir_Dynosend
Edited Dec 8, 2024Thank you for sharing your experience, and we’re sorry it didn’t meet your expectations.
Our Terms of Service and Anti-Spam Policy, which you agreed to during signup, outline strict guidelines regarding bounce rates to maintain platform integrity. Unfortunately, we weren’t informed that these were test emails before they were sent, and they exceeded the threshold of 100 emails for applying this policy. If we had known, we could have made exceptions for this specific campaign, as inactive contacts from older databases often result in higher bounce rates.
Regarding the speed of delivery, while campaign emails appear to be sent immediately, they are dispatched from our servers in batches. This process ensures compliance with deliverability best practices and avoids overwhelming recipient servers. And we rolled out an update so that customers will be able to see the actual speed of a campaign, thanks to your feedback.
We understand your frustration, and we take the protection of our platform and reputation seriously, as any misuse can have far-reaching consequences for all users. While we regret this outcome, it’s part of our commitment to maintaining high standards for all our customers and we will continue to do our best.
We appreciate your feedback and the opportunity to improve, and we apologize for any inconvenience we may have caused.