Support onboarding and reporting lackluster
October 28, 2025
Support onboarding and reporting lackluster
Score 1 out of 10
Vetted Review
Verified User
Modules Used
- SendGrid Marketing Campaigns
Overall Satisfaction with Twilio SendGrid
We use SendGrid to send around 1.5-2M marketing emails monthly. We use the Marketing tool so that our production team can easily create messages without knowing complex HTML. We have setup an API sync to another database which populates a few custom fields. We also try to use the analytics tool.
Pros
- Drag and drop message building is streamlined
Cons
- Ineffective support. Instead of answering a question or even looking at your account, they ask constant questions until you have to give up and use AI searches outside of SendGrid. Support has no insight into what's happening in your tool so there would be no way for them to answer correctly. You can only have one person who is notified of any support case update. In our case, this is the contract signer and he isn't actively using the tools or submitted support cases. He has to forward the emails which is really strange and inefficient. We were told by our Sales Exec that we are super needy and should consider paying for premium support b/c we have submitted 18 support cases in 7 months.
- Constant technical issues like imports simply not happening
- Onboarding was non-existent
- Query-based segments can only be built/refreshed once daily
- Contact records don't have any history such as bounced, complained, messages sent
- Segments and lists don't have details such as who in that group have bounced, opted out, complained. You never know exactly how many people will receive your message until after you send it. You can't see a snapshot of your target audience group size.
- Creating permissions for teammates is a nightmare. You can't use the subuser functionality if a teammate needs access to more than one subuser account because email addresses must be unique. You can't limit permissions for teammates unless you use SSO.
- After careful warming, SendGrid has allowed us to improve our deliverability and inbox placement.
- We struggle daily with lack of support and training.
- We have to manually create email performance reports outside of SendGrid.
My company had been using Postmark which was cheap but extremely limited. It was great for transactional email but not marketing. We also used ActiveCampaign for marketing emails but our list size made using that tool too expensive. We thought we were getting the best of both worlds with SendGrid but it has been disappointing.
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?
No
Would you buy Twilio SendGrid again?
No
Comments
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