Before: a Reliable Email Platform. Now: a Sinking Ship.
July 01, 2022

Before: a Reliable Email Platform. Now: a Sinking Ship.

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

Modules Used

  • SendGrid Email API

Overall Satisfaction with Twilio SendGrid

My organization has been using SendGrid to cover a variety of uses. We have controlled and managed several hundred accounts, including our own, over the past several years. Personally, my experience goes back even further. Internal use: SMTP relaying for our eCommerce website (order notifications, shipping, password resets, etc...), internal systems (e.g. to send our engineering team alerts), and customer support (largely automated customer satisfaction surveys and ticket closure emails). Internal use: Email marketing to our existing customers, on a monthly basis. Client use: SMTP relaying to support our several hundred clients that needed reliable SMTP relaying for their own LOB applications SaaS use: Email API. We built and maintain a large enterprise SaaS platform that used SendGrid to send a significant amount of transactional emails to our users.
  • Decent API documentation
  • Offers free tier - easier buy-in for SMB clients
  • Customer service
  • Fraud management
  • Billing & invoicing transparency
  • We have faced significant loss of business from SLA violations
  • The lack of prompt customer support, even for large accounts, has tarnished SendGrid's reputation for our clients
Originally our engineering team selected SendGrid because it was a well-known brand and highly regarded as the leader in email deliverability services. My executive team at the time was familiar with the brand as well, and had worked with key stakeholders at SendGrid prior to the Twilio acquisition. Our company cultures were similar and we did not hesitate to standardize on SendGrid for our internal and client-facing services. However, recently, we have migrated several hundred clients off the platform and into a combination of AWS SES, Mailjet, and Mailgun depending on their exact needs. The problems I have shared only describe a fraction of the absolute mess of operations we've seen at Twilio SendGrid. It was more labor efficient to manually migrate away from SendGrid than it was to try to work with their support and operations teams.

Do you think Twilio SendGrid delivers good value for the price?

No

Are you happy with Twilio SendGrid's feature set?

No

Did Twilio SendGrid live up to sales and marketing promises?

No

Did implementation of Twilio SendGrid go as expected?

Yes

Would you buy Twilio SendGrid again?

No

SendGrid used to be an excellent platform, but in my opinion, it all started to go downhill when Twilio acquired them. Twilio SendGrid is no longer suitable for reliable SMTP relaying without shelling out a significant amount of cash for a dedicated IP (which Twilio SendGrid does not guarantee is clean), nor are they suitable for enterprise-level operations. The shared IP pool is absolutely unusable, which means the previous benefit of SMBs using SendGrid for SMTP relaying is off the table. They have violated SLAs multiple times, impacting both our clients' operations as well as our own, and have a history of ghosting our GRC and legal teams when trying to remediate these situations. I cannot, in good faith, recommend that any SMB, SME, or large enterprise even consider SendGrid for email services, no matter the usage scenario.

Twilio SendGrid Feature Ratings

WYSIWYG email editor
7
Dynamic content
9
Ability to test dynamic content
Not Rated
Landing pages
Not Rated
A/B testing
Not Rated
Mobile optimization
Not Rated
Email deliverability reporting
5
List management
2
Triggered drip sequences
Not Rated
Dashboards
4
Standard reports
4
Custom reports
2
URL Validation
Not Rated
Link Tracking
Not Rated
Image Validation
Not Rated
Inbox Display
Not Rated
Email Accessibility Tools
Not Rated
Spelling and Grammar Check
Not Rated
Spam Testing
Not Rated
Email Previews
Not Rated