Sendinblue, Inc

Hello,While we understand this user's frustration, the complaint is not representative of our actual policies or pricing system.As an ESP, we send bulk email for our customers. This email is generally related to marketing, but can also be transactional in nature (such as receipts, subscription
confirmations, etc). Because ISPs (such as Gmail, Hotmail, and Yahoo) control whether email sent to their users is delivered or not, and because their decision whether or not to deliver email is largely based on the reputation of the sender, it is vital to our deliverability that we maintain an excellent reputation with all ISPs. The only way to do this on a large scale is to make sure that our shared IPs only send email that performs in such a way that ISPs will not identify it as spam.In general, an ISP will identify a bulk email as spam if its open rate drops below 12-15%. This particular customer's open rate with Gmail, by far the western world's largest ISP, was only 6.52% for their most recent campaign. Performance this poor has a direct, negative impact on our reputation with Gmail, and thus harms our ability to deliver email to Gmail users. For a company whose primary business is the sending of bulk email, much of it to Gmail users, this would have disastrous consequences. This is why we suspend or permanently decline accounts that develop performance.By default, our customers only need to purchase their plan. They are never under any obligation to add services or alter their plans. Only customers whose performance endangers our reputation or deliverability have their accounts affected, and the majority of those are offered the ability to continue sending from a dedicated IP. Sending from a dedicated IP, rather than the shared IP range that is the default for most of our account levels, effectively isolates a customer's reputation to that IP, and keeps it from affecting the deliverability of our shared IP range.In this customer's case, their account was suspended due to the critically low open rate with Gmail. It was determined that their account was not intentionally abusive, so they were offered the option to use a dedicated IP. They elected not to, so their suspension was not immediately lifted.While I respect and sympathize this customer's feeling that this requirement is an upsell, that is simply not the case. The profound majority of our customers are never suspended, and never required to add any service or make any additional payments.I should also note that this was all explained to the customer, and that one of our employees reviewed the account and revalidated it two weeks ago, on October 23.Please let me know if anything else is needed.Best regards,EricManager of SendinBlue Customer Care, US

Complaint: ***
I am rejecting this response because: There are several reasons why I don't agree with your answer. In that case you are selling a service which probably will never deliver because I do not have control over you softwareYou are basically saying that the basic service which I have with you will never be able to have a certain deliverability because it's not good enough and therefore it leads to suspension of my account and with the only option of buying a higher plan I will be able to have a better deliverability and therefore my plan will not be suspendedBasic plan - not good - suspension. Expensive plan - good - No suspension. Where lies the error of this results that those email do not come to my clients? I can confirm to 100% that my emails are real and obtained in my physical academy and through our serveral websites. If you sell a service and it is really important for you to have good relationship with all those email providers than you should improve you service and the softwareNot sell something which probably will never be able to deliver. If you put so much value in have good relationships with all those email providers so improve you core software and sell you product with higher pricing but not DECEIVING your clients to a basic plan which will never be able to deliver. When I started with your Software I had only half of my clients imported to your site(Back then the deliverability was much much better)Suddenly after importing the other half the deliverability was cut by more than a half. After suspending you habilitated my account again, but today just blocked it againTherefore I need you to change your displaying or your plans and your promise to your clientsCan't be that only with the best plan the deliverability is good.
Sincerely,
*** ***