Our Account Was Compromised and It's Been SEVEN Days (and Counting) Waiting on SendGrid's Non-Existent Support
June 19, 2020

Our Account Was Compromised and It's Been SEVEN Days (and Counting) Waiting on SendGrid's Non-Existent Support

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Twilio SendGrid Marketing Campaigns

We use SendGrid for all our transactional emails from our websites and through several applications we use for our clients. It solves issues for deliverability and inboxing emails.
  • Deliverability.
  • Customer support.
  • Negative: causing us to untangle their systems with ours while we migrate as quickly as possible to other platforms.
  • Negative: costing us hours and money while we continue to be ignored.
Mailgun answers support tickets inside of 24 hours and has as good as or better deliverability, and their team is knowledgeable and responsive.
Despite their great deliverability and easy to use API, I'd suggest running, not walking away from this company.

We had our account compromised 7 days ago (as of June 18th). I got two emails - one notifying me that the user name was changed, and another that the email had been changed. The email says to respond to help@sendgrid.com if these changes weren't authorized.

I did that immediately. You'd think this would be a critical email and would be answered quickly. You'd be wrong.

It's SEVEN days and counting, and not a peep from SendGrid support. In addition to emailing them that NO, these changes weren't authorized and please help recover my account, I took these steps:
  • Messaged their Facebook page.
  • Responded to comments on their posts, asking for help.
  • Direct messaged them on Twitter.
  • Created a new account and submitted a ticket through that account.
  • Filled out a sales inquiry and talked directly to a sales associate, who also submitted a ticket on our behalf.
  • ALL of the above through Twilio, their parent company.
Still, we're locked out of the account, and SendGrid is still charging our credit card. We've got multiple systems tied to their platform, so we're held hostage while support continues to ignore every request.

Twilio SendGrid Feature Ratings

WYSIWYG email editor
1
Dynamic content
1
Ability to test dynamic content
1
Landing pages
1
A/B testing
1
Mobile optimization
1
Email deliverability reporting
1
List management
1
Triggered drip sequences
1
Dashboards
1
Standard reports
1
Custom reports
1
URL Validation
1
Link Tracking
1
Image Validation
1
Inbox Display
1
Email Accessibility Tools
1
Spelling and Grammar Check
1
Spam Testing
1
Email Previews
1