KitReviews of kit.com

I used to really like ConvertKit, now Kit. Unfortunately, while the price has increased nearly 3x for me, the quality of customer service has gone in the opposite direction. I spent nearly three hours trying to get support to answer ONE basic question about triggering an email sequence with a tag. Despite repeatedly explaining what I needed, I couldn't get a clear answer. The communication was frustrating, the technical knowledge seemed lacking, and I genuinely questioned whether the representative understood what I was asking. The most ridiculous part? ChatGPT provided better technical guidance on Kit's own platform than Kit's customer support team. This wasn't an isolated incident, either. I had frustrating support experiences two days in a row, to the point that I escalated my concerns to management and the CEO. I work in email marketing and automation. I understand that technical issues happen, but paying nearly $400 annually only to spend hours going in circles with support is unacceptable. The price has increased significantly, but the value, service, and overall customer experience have declined. As a longtime customer, I'm deeply disappointed. Kit needs to seriously reevaluate its customer support training, communication standards, and quality assurance. At these prices, customers deserve much better.

I appreciated how quick the AI responses could be, but despite me signing up twice for a demo and reaching out directly as I let them know i've never managed a CRM before, nobody got in touch with me. The interface isn't easy to understand, it doesn't upload all your client data despite selecting custom fields, everything is fiddly across multiple tabs, Shame as it came recommended but they should offer and immediate onboarding service.

They are increasing prices by 25% (september 2025), and you'll still have to talk to their AI-bot and not a human in customer service.

**Update- Mark responded back and said there is now a feature to delete it myself but I told him I couldn't log in to which he checked and said, "it is showing deleted on our end"** Since my business didn't grow like I expected, I decided to close my account (because honestly, I am just not good at composing emails for business anyways). So I sent a message to support on March 24, 2025 asking for them to close my account permanently. After chatting with 2 people, the last person told me that he will pass it on to the legal department (which is wild to me) and to give it 30 days to be done. Today is June 16, 2025 and it is still active. I contacted them (replied back to the last email from Mark) with a follow up since I never heard back from anyone and I got the same run around but this time it was "Sam" the bot. Mind you, I have the free plan so why does a person have to go through all of this just to close an account? I have read reviews where people have said it was better when it was just Convert Kit. These companies are getting too AI happy. Gah!