Before: a Reliable Email Platform. Now: a Sinking Ship.
July 01, 2022
Before: a Reliable Email Platform. Now: a Sinking Ship.
Score 1 out of 10
Vetted Review
Verified User
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
- Amazon Simple Email Service, Mailjet, from Pathwire and Mailgun
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