SendGrid
reviews and complaints

As someone who has interacted with SendGrid, I must say that the experiences shared by customers are quite varied. While some users have found the platform helpful in managing their emails and appreciated the support received, others have faced significant challenges. Issues like account suspensions without clear explanations, lack of prompt customer support, and concerns about email deliverability have been highlighted. It's crucial to carefully evaluate your needs and consider these factors before committing to SendGrid. Proceed with caution and ensure that the platform aligns with your business requirements to avoid potential disruptions.

We had been sending out around 1000 e-mails per day using G-Suite (via SMTP), and with new features being released we projected that we would exceed G-Suite daily 2000 message limit. So we moved over to SendGrid with the expectation of no more than 100K message per month, and chose the 20.00 plan that was in line with our volume requirements. Within 4 days Yahoo/AOL mail became deferred because Shared IP's were being blacklisted based on other users mail practices. So we were stuck, the only way to address the issue was to upgrade to a PRO plan at 4 times the price, so that we would be sending mail over a dedicated IP address. I never got the feeling that support was trying to resolve the issue, but instead were explaining the problem, and offering the upgrade path as the only solution. It was as if their pool of shared IP addresses was one deep, and if it became blacklisted that was it. I got the feeling that this was an up-sale approach, rather than an issue I just happened to run into after 4 days as a new customer. Not sure what we will do, but I upgraded today just to get our mail moving again. After 72 hours of sitting in the outbound queue, the mail will simply be discarded as undeliverable. Do not use this service unless you start out on a dedicated IP plan. Otherwise it's completely undependable.

What makes Sendgrid better than most other SMTP relays? Reporting, price and their great customer service. Obviously we could all run our own server and use Postfix or MS exchange but then we have to deal with the black art of actually not getting our emails shoved into a spam folder. With sendgrid we are given the tools to successfully deliver emails and can avoid most of the tricks that you would have to employ otherise. Prices is insanely low when compared to other similar services. One really good feature is their email reputation score, everytime you log in you can see where you are at and what is hurting you... open rates, etc. This is critical in developing any type of email newsletter or direct campaign. Their customer service is also great, they will actually return emails and you can do a live chat with them that does provide help (as opposed to most live chat that is out there). Great service especially for the price.

Much easier than Return Path. But not as good as others for marketing emails.

Sendgrid can send out large amounts of the email within short amount of time and the support is very helpful. Our business has grown because our deliver rate has increased over time with sendgrid's tool. So, I will recommend to other companies.

SendGrid is the best overall goto service for sending transactional email. It's got every feature you could possibly want. If you don't have niche requirements or need extra tech support SendGrid is your best bet. For dependable transactional email, it's one of the easiest to setup and also one of the most well documented.

We use Send grid as a provider for our external clients communication emails. Before implementing Send Grid we faced a lot of issues like spam mails and mail deliverable issue. We went through so many solutions to fix this issue, but not fully did we succeed. They we heard about Send Grid and we tried out. It is a horrible task to maintain your own mail server in today's scenario where mail providers easily mark large volume email senders as spam. So Send Grid is a good solution for all these solutions.

Can't chat with support without being on a mobile phone. The chat button doesn't appear on desktop. Finally when I get through, it takes 10 minutes for a response by someone who gives general answers and who doesn't even know which api is which and how they work. Their api's don't work according to their own instructions.

Here is a chat I had with one of their operators. This entire discussion was about 2 hours long because of long response times, to finally find out the operator was clueless on their own services, then disconnects when they sense that the customer is frustrated with the lack of support. What a waste of time.

-----------------------------------

Me: hi
Hello
Clayton Porter: Hello
Me: so how come i can only chat w you guys on my mobile phone
Hello?
Clayton Porter: I am afraid I do not understand
Me: it only shows me the chat button on my mobile phone
Why?
Cant see it on desktop
Makes sense?
Clayton Porter: I suppose, but I am not sure why it is unavailable on our support page. I will let my ops team know.
Me: ok i have a q about the campaigns
It says $10 for 10k contacts
But how much per email?
Clayton Porter: The cost for the email volume will depend on your package level
Me: ok so the price is additional to the emails avail in my package?
Bc I was told there is no per email price in my last chat
When I choose this option
Clayton Porter: Well there is no per email price, it's the package level
So you pay a subscription price
Me: i dont understand
You have FREE, LITE, ESSENTIALS
Then you have the Marketing Campaigns which isnt available with FREE
So when I choose Marketing Campaigns, is there a per email charge? Or is the charge based of the amount of contacts I have?
Clayton Porter: Marketing campaigns is based on the number of contacts you have. The first 2000 are free after that it is $10 pre ***
Me: Is that price additional
To the 40,000 [protected]@ $9.95 a month?
Clayton Porter: Yes
Me: how come my v3 api doesnt work
I am doing it right bc the contacts list works fine but the campaigns api doesnt work
I tried multiple api keys
Clayton Porter: Are you getting a specific error?
Me: unauthorized ccess
Random html
Clayton Porter: Ok, well that would mean there is something either with the API key that does not match with what you set up or the formatting is off. Here is our documentation on the process sendgrid.com/docs/Classroom/Se...
Me: yea i got the instructions from the docs
Here, you try
Curl "https://api.sendgrid.com/v3/campaigns" -H "Authorization: Bearer xxxx"
That should work
But its not
When I use that api key on another api, it works, but not on this end point
Why not
Clayton Porter: Is that endpoint V2?
Me: don't you see the url?
It says v3 in it doesnt it?
Curl "https://api.sendgrid.com/v3/campaigns" -H "Authorization: Bearer Sxxxxx"
You take really long to reply
Clayton Porter: I am sorry, I am unsure what is not working for you. Does this work if you use your normal SendGrid credentials?
Me: is there a supervisor?
May i speak to a supervisor please
Clayton Porter: I am confused, what are you looking for me to do here?
Me: transfer me to a supervisor please
Clayton Porter: Unfortuantely I do not have one available
Me: there are no supervisors there?
I need to speak to someone who is competent with your own system. I really don't know how else to spell it out for you
Clayton Porter: Not at this time no, but again I am a bit confused, as far as I can tell we gone through each of your issues here successfully. Your error indicates that the API call you are using does not match what you've set up, or the formatting you are using is not working. If you have gotten it to work in another form here, what are we doing differently for this one to not work?
Me: i just told you the url I was connecting to, and you asked me if that was v2
I mean do you even know your own system?
Clayton Porter: I sure do, but the error you are indicating is that your password is incorrect
Me: there is no password
Clayton Porter: I'm not really sure what else you are looking for from me.
Me: you don't know that?
Clayton Porter: API key then
Me: please have a supervisor contact me
Clayton Porter: I apologize you are frustrated, but you've not tried anything else at this point. You've just said it's broke
How can I help?
Me: I don't think you are equipped to help me. May I speak to someone else
Clayton Porter: Unfortunately there is no one else available at this time. If I had someone else I would pass you along, again I am sorry.
Me: there is only one person there?
Clayton Porter: I have dealt with your issue before, and it indicates that the API key you are using does not match what is in SendGrid. It very well may, but if we are running into issues, I would suggest try creating the API key again, and following the format in the documentation exactly.
Me: i tried creating another one
I know its right because it works on other endpoints
Clayton Porter: I also do not have your username yet, so let me get that and make sure the account is running
Me: my user name is xxxxxx
I just gave you the CURL link so you can try it
As you can see i'm not the only one having this isue?
Clayton Porter: I'm still here, just looking through and seeing if I can find anything
Me: isnt the support team there
Hello?
Clayton Porter: Apologies, I am still here, I have a few conversations going at once if you'll bear with me. I am still looking here.
Me: when will support team be there
Clayton Porter: I apologize again if I sound ignorant here, where are you getting the xxxxxxx part of the key?
Me: thats what it gave me in my panel
Settings > api keys
I mean it seems like you don't even work there, like you don't know anything lol
Clayton Porter: Oh ok, interesting I only see xxxx
Me: thats not the key
Thats the key id
Clayton Porter: I do not need to be insulted, I am trying to help here
Me: i mean really?
Its like i know your system better than you
When will a supervisor be there, you are not helpful AT ALL
Is this like a sales chat?
Where is support
Clayton Porter: You're entirely right, that's me being really dumb. Sorry about that.
Me: Are you getting emotional?
Clayton Porter: Not at all
Me: I really need to speak to someone who knows your system
Clayton Porter: But I did mess up on that part of it and aknowledge that
Me: i just need to get this to work, why can't I get any help
I'm about to take my business elsewhere tbh
And post this conversation in a public review so people can see the kind of support sendgrid gives its customers
Clayton Porter: I understand, and if I were you I would be frustrated as well. I am trying here and I know I've not done myself any favors, But I am who is available at the moment. Just so I have all of my facts straight here, you are using our mail. Send call correct? And can you confirm with me that this works correctly with your normal credentials.
Me: i am using the v3 with api keys
For the 3rd time now i am telling you
Clayton Porter: Sure, but to do what?
Me: TO CONNECT TO THE CAMPAIGNS API
Clayton Porter: Send an email, add contacts, add a template?
Me: HOW MANY TIMES I GOTTA SAY IT
Clayton Porter: I apologize again, I just wanted to verify here.
Me: I SENT YOU THE URL
IM TRYING TO CONNECT TO
Clayton Porter: And can you please let me know if your normal credentials work ok?
Me: 2 TIMES
IT DOESNT ACCEPT CREDENTIALS
READ THE DOCS
IT TAKES AN API
I MEAN DO YOU EVEN KNOW YOUR DOCS
I CAN'T BELIEVE THIS
IM NOT HERE TO TRAIN YOU
IM HERE FOR SUPPORT
WHEN WILL A SUPERVISOR BE THERE
IM ABOUT TO CLOSE MY ACCOUNT
Clayton Porter: What I am trying to determine here is whether or not the recent release of marketing campaigns is what is causing this to not work. Again I am sorry for your frustration
Me: YES I AM USING MARKETING CAMPAIGNS API
YES I AM FRUSTRATED, YOU DONT EVEN KNOW YOUR OWN DOCS, WHAT DO YOU EXPECT
AT LEAST YOU'VE DETERMINED THAT MUCH

Thank you for contacting us.
Your chat session was disconnected because it was idle for too long.

I have been receiving spam from a well-organized spam group, and last night they used Sendgrid to send it. The sendgrid.com website suggests sending spam reports to the email address ***@sendgrid.com, but it doesn't work. I received a "bounce back" reply stating that the delivery failed because the recipient's email provider rejected it. I'm wondering why the Sendgrid email provider is rejecting spam reports. All I sent was evidence of spam, just plain text email content that originated from the Sendgrid network. Here is the diagnostic information for administrators: The generating server is DM6NAM11HT207.mail.protection.outlook.com, and the remote server returned '*** Message blocked because it contains content identified as spam. AS(4810).' The authentication results show that spf=pass (sender IP is ***) smtp.mailfrom=sendgrid.net; hotmail.com; dkim=pass (signature...

I have been receiving spam from a well-organized group, and last night they used Sendgrid to send it. The sendgrid.com website suggests sending spam reports to the email address ***@sendgrid.com, but it doesn't work. I received a "bounce back" reply stating that the delivery failed because the recipient's email provider rejected it. I'm wondering why Sendgrid is rejecting spam reports when all I sent was evidence of spam. There were no images, just plain text email content that originated from the Sendgrid network. Here is the diagnostic information for administrators: The generating server is DM6NAM11HT207.mail.protection.outlook.com. The remote server returned '*** Message blocked because it contains content identified as spam. AS(4810).' The authentication results show that SPF passed and the sender's IP is ***. The smtp.mailfrom is sendgrid.net and the dkim passed verification with the header.d as sendgrid.net. The dmarc is set to none with no action taken and the header.from is fishinghobbies.com with a failed compauth reason of 001. The received SPF is a pass, with protection.outlook.com stating that the sendgrid.net domain designates *** as a permitted sender.

I am being harassed daily by abusive, persistent scammers with unsolicited garbage email. I report these attacks DAILY to this company, but they ignore all reports, all requests to stop this abuse, and refuse to respond.

Company continues to bill me through my credit card even though I have never signed up for their service. My credit card company has contacted this company and it is resolved for that month and then I am charged again the following month. This has been going on for several months.

Erroneously charged $1028.05 in April. Tried to log in to dispute, but could not log in, tried resetting password, still could not login. Unable to reach anyone to even talk about the overcharge... This has been the worst customer service experience I have had in many years...

I was billed on my company credit card by Send Grid during the month of May $29.95, $29.95, $11.59, $4.83 & $29.95. I did not sign up for any of their services! My credit card company cancelled and re-issued a new credit card to me. They somehow found the new credit card number and charged an additional $29.95. I have e-mailed the company and called several times. They do not respond. It is shocking that a company can do this to another company. Do not engage in business with this company if you do not want to be robbed.

On 04/07 a charge was placed on my credit card for $71.96 Citi Master card ending in 3615. I did not authorize this payment nor did anyone else in this household. I called the company on 04/07 and their reply was send email via billing dept. Called the credit card company got no response due to a flooding of calls because of COVID 19 I never heard of this company before I saw the charge on my bill.My credit card was also locked so I do not even now how this went through. I do not have ANY dealings with this company whatsoever. Please advise Thank you

A charge of $369.00 from SENDGRID appeared on my AMEX card on May 4,2020. I tried to contact SENDGRID to learn what the charge was for. I was unable to connect with either a person or through their website to get an answer. Next, I contacted AMEX, they suspended the amount while they investigated. The charge was re-applied to my account. The sales slip stated that my card was on file and this was a recurring charge. I DID NOT make the charge! I never even heard of SENDGRID. I am also the ONLY user of my AMEX card. AMEX has blocked the company from posting any more charges to my account, but I really would like a refund of $369. I also have no product to use from SENDGRID.

I have been trying to contact someone in support since Monday. I have submitted 2 support tickets. I am unable to even login to the system and I am a paying customer. The only way to reach support via chat is to login to the system and I can't do that. The system was working fine for a day or two but all of a sudden the system wouldn't allow me to login and just simply stated that I wasn't authorized to access the system. I had previously received emails from my funnel software provider because I currently have an email campaign running via Sendgrid that is currently not working and I am potentially losing money by the hour as long as this problem persists. I am pasting an additional email that I just sent out to Sendgrid support today: I am a paying customer of Sendgrid and I can't even get in contact with anyone to assist me. I am unable to login to Sendgrid and I don't know why. I have a campaign running now and I am losing money every minute because Sendgrid is no longer sending out my emails... My email address I used to sign up to Sendgrid is ***. I need someone to assist me ASAP! I have submitted 2 previous tickets with NO response! The ticket numbers are *** and ***. My Sendgrid payment confirmation info is *** and the account number is ***.