Sendblue Avis 5

I've been working with John, Colton, and Ridwan over at Sendblue since the end of July. 9 months later, I am still pleased with not only the customer service but the results.

our show rate with no setter has gone from 32.4% to 64.8%.

With a setter + sendblue we're sitting at around a 82.3% show rate.

The customer service team always responds promptly and helps me with automations and rework. Even through a massive CRM migration, I can always count on the team for support.

I initially had a positive experience with the sales process. The sales executive I worked with was knowledgeable and helpful, and everything sounded promising during our conversations.

However, after completing the required training and starting the setup process, I realized the service was not what I expected. The training itself actually brought to light several important details that would have been very helpful to know before signing a one-year contract. For example, I learned that I could not use my existing phone number unless I ported it out, which I was not willing to do. The only alternative numbers they could offer were from outside my state, which would not be helpful for my business. I also learned that I would need to download and pay for additional software in order to integrate the system with my CRM—something that was never clearly explained beforehand.

Another major issue was that I was never offered a demo before signing the contract. A demo would have helped me better understand how the platform actually works and what would be required on the technical side. When I later raised these concerns, the manager who contacted me suggested I should have known these things from the demo—but I was never given the opportunity to see one.

Because of this, I realized the service was not a good fit for my business and requested a refund. I never sent a single text message through the platform, yet I was told I am still required to remain in the contract for the full year. I am now stuck paying $2,000 for a service I will not be using.

I understand that contracts exist for a reason, but it’s disappointing that there is no flexibility in situations where the service was never actually used and ultimately was not a good fit.
While the sales experience itself was positive, I believe the company needs to improve transparency around onboarding and technical requirements. It would also be helpful if there were some type of trial or evaluation period where customers could test the platform and determine whether it is actually a good fit before being locked into a long-term contract.

We used SendBlue from June 2025 through February 2026 because we loved the core offering (blue messaging / iMessage delivery) - note: we are still on it, attempting to navigate a forced offboarding later this month.

Unfortunately, our experience was defined by operational instability, preventable configuration errors, and a vendor-initiated offboarding timeline that has created major disruption and uncertainty. Because we could not enable call recording (there was no customer notification of calls being recorded and we call individuals across the country - our counsel believed that this is incompatible with privacy rules) we had to settle for a less robust version of the product with fewer analytics. We accepted that.

However, the biggest issue is that SendBlue’s mistakes repeatedly created extra work and cost for us, and we’re now being asked to unwind those consequences quickly without proactive support.

Here’s what happened, in plain terms:

We started with one phone line, which was our intended setup.

That primary SendBlue line was later unexpectedly cut off by carriers, and for a period of time our communications with both existing and new leads stopped. Imagine your company's entire lead list and GTM operations stopped with leads unable to respond to messages - it was massively disruptive.

To restore operations, we had to get a new phone line. SendBlue suggested (and offered to pay for) an additional line, 2 total.

After that, SendBlue assigned Las Vegas numbers (we are a Southern California-based operation - clearly stated in and followed in our original onboarding). This went unnoticed for months and created a major downstream issue: we had hundreds (possibly thousands) of lead interactions tied to those Vegas numbers.

Our team flagged the issue once discovered months later and we asked to migrate to the scoped SoCal numbers, while still receiving (but not reaching out to new) messages from recent leads who continued replying on the Vegas lines.

We created a plan with SendBlue to gradually wind down the extra lines over ~6 months. SendBlue agreed at the time to cover half the cost of those additional lines. We were told both lines were deactivated per the plan; however later discovered (by our team) to not actually have been deactivated, despite this earlier confirmation. We had no control over activating or deactivating these lines, so we really relied on SendBlue here. This discovery was made and brought to SendBlue's attention on 1/27, one day before SendBlue's CEO emailed me on 1/28 to notify me that our subscription "is set to end February 2nd." More on this below.

As a result of these events, we are now sitting on five lines instead of one, which was never the intention and is very expensive to maintain - especially as we are being forced to offboard quickly and still want to preserve iMessage continuity for recent, existing leads.

Re: the forced offboarding: after raising the issues above asking for a discount in recognition of downtime issues and others mentioned above, the CEO offered a partial refund which we accepted on 1/6. My company then received an email on January 28 stating our subscription would end on February 2 from the CEO. He claimed that we had earlier notice, but it's clear from the email that was not the case. This was also a day after we discovered a major SendBlue miss for our existing line. From there, lacking capacity to endeavor this change with so little planning, I essentially begged to not be put in this position, multiple times, and after pushback they extended the end of subscription date to February 16.

Today is February 3, and we have still not received any technical guidance or support from SendBlue to proceed with a coordinated, structured offboarding process. When this is your company's entire customer acquisition channel, it's disturbing and I have real big concerns for the weeks ahead.

I've never given a poor review like this for a vendor, nor experienced anything like this with a vendor. For companies who depend on reliable inbound lead handling, I would not recommend SendBlue because when compliance or straight up failure issues arise, the customer carries the cost, cleanup, and urgency.

I will share an update to this review after our offboarding experience is complete. I am hopeful that it will go better than anticipated.

I've gone back and fourth 7 times across 2 days and have yet to receive a price quote.... seems like a very sketchy group without any transparency.

The sales team texting and calling your phone without permission in the middle of the night.