brevo.com

An extremely frustrating experience with the service.

This was one of the most frustrating experiences I've encountered with a service in years. I signed up to send a one-time service notification to existing users after a platform migration. These were legitimate, previously registered users, not purchased or scraped contacts. From the outset, the platform was confusing and not user-friendly. Important information regarding contact limits and automatic plan upgrades was not clearly communicated during the signup process. I only found this out after being charged. While I was still testing whether a CSV import would work — without sending any campaign — my account was automatically upgraded and charged more. There were no clear warnings, no confirmation prompts, and no explanation at the time of the charge. After finally sending a few service emails, my account was suspended due to “low engagement” and supposed spam issues, even though this was not a marketing campaign at all, but a one-time operational message. I barely managed to send 10% of the required emails. To be clear: the customer support representative I interacted with was polite, respectful, and professional. This review is NOT about the support. The problem lies entirely with the product design, billing logic, and compliance process. Automatic billing upgrades, account suspension after sending just one email, and charging users before any significant action is taken are unacceptable from a customer experience perspective. In the end, unused credits were refunded (waiting for the money, hopefully all will be resolved) and the account was closed, but only after days of unnecessary stress and back-and-forth communication. This represents a significant UX and product design failure, not a support issue.

Date of experience: Dec 24, 2025